Premature Articulation

There it is again, the business version of  driving your car into a tree.  A small business owner announced a “major development” that now has been shelved.  He broadcast the “news” repeatedly, in fact, to anyone and everyone; so caught up in the excitement that he never considered whether it might be best to get further along before blurting out the details.  He spent months talking it up – and now it’s just “oops, never mind.”

Enthusiasm – even outright zeal – is important in small business, but it’s not as important as credibility.  It’s devastating to have to “un-announce” something or just slink around hoping no one will say “hey, what’s happening with that ___ you said you were launching in a month?”

Fight the urge to generate excitement by revealing too much, too soon.  It’s so much sweeter – and safer – to announce a new product, partnership, service, whatever, once it’s a done deal.

There’s a Chinese proverb to keep in mind when find yourself aching to share a juicy bit of news about your future business plans: “Think twice - then say nothing.”

Two Word Answers to Common Business Problems

Most of the problems you encounter as a business owner can be fixed or prevented by two simple words.  Here’s my list of two-word answers.

Be Nice
In these tough economic times, it’s hard to imagine that there’s still bad customer service out there, but it’s true.  One thing I know from experience is that one snippy clerk or rude receptionist or arrogant sales rep can ruin your whole day and color your perception of an entire company.  In our rush, rush, rush lives, we have become so focused on ourselves, and all that we need to do, that we forget common courtesy.  (more…)

Toss those surveys and talk to your customers

Back in April, a friend of mine ran over herself with her own van (yes, really, but that’s another harrowing tale of small business ownership).  Even more surprising than that was her experience at the hospital.

As she was literally being wheeled out the door of the hospital, she was asked to fill out a “customer satisfaction survey” about her unexpected visit.  The questions seemed to focus on whether everyone had been “nice” to her rather than her perception of the quality of her actual care.  She was more befuddled by that than by the van running over her.  (more…)

You should have seen it coming

This week’s feeding frenzy over Amazon.com’s  “glitch” is yet another example of how a really basic kindergarten concept somehow ends up becoming another “lesson learned the hard way” in the world of business.

Here’s what we all know, but often ignore: people get angry when they discover – or even suspect – that you have deceived them.  That anger is contagious.  Why do we not remember this?  Why is this a surprise? (more…)

Direct Sales – Finding the “YES”

I was recently invited to speak at a meeting of the Metro West Chapter of the Direct Selling Women’s Alliance. As the name suggests, this is a networking, training and educational forum for women involved in various direct sales ventures. I enjoyed talking with this enthusiastic group about the challenges they face in today’s economy. One recurring theme was the need to just “get out there”.  It’s a numbers game and if you’re afraid of “the NO”, then you’re never going to get to a “YES”. Persistence pays – especially when the odds aren’t in your favor. You have to go for it.  A change in your point of view makes all the difference.  Look at those rejections as stepping stones that will lead you to “YES” – and then watch your sales grow!

Time for Change

“Insanity is doing the same thing over and over again and expecting different results.”
- Albert Einstein

You’re working, working, working.  Wheels are turning… Or are they just spinning?

By Einstein’s definition, there’s a lot of insanity in the business world.  When was the last time you reviewed and evaluated your business plan, marketing strategies and day-to-day procedures?  Nothing will change until you do. (more…)