Highly Chilled Business Habit #1: Be dependable

7 habits woman relaxed

The 7 Habits of Highly Chilled

Small Business owners

This is the first article in a monthly series on small business owners I have met or worked with over the years who developed beautiful successful businesses.

Stories of successful real business owners

In 35 years of doing business and working with some of the most inspiring people I’ve ever met, I’ve learned a very important lesson: Success in small business starts by building great habits. I call these practices the “7 Highly Chilled Habits” and I find they’re best illustrated with the stories of real business owners who I happen to have had the pleasure of coaching.

The articles are based on my E-book, The 7 Habits of Highly Chilled Small Business Owners. All of my books and other resources are available for free here

Highly Chilled Habit #1:

To be successful in business, be Dependable

7 habits trust

I can’t sell what I don’t stock… Colin

A client I once worked with imports wine from Europe and sells it to restaurants around Australia. One day, a particularly cheeky rosé from his range sold out and his Italian suppliers were running behind with fulfilling orders. The situation wasn’t going to be resolved for at least a month and some of my client’s favourite eateries were going to have to put a different rosé on their menu. Not only were sales lost in that month, some of the substitute rosé from other distributors stuck. My client lost several big accounts and tens of thousands of dollars in revenue throughout that year alone. When working through this challenge with my wine importing client, I was reminded of Colin. I first met Colin in the eighties during my early days as a builder in Sydney. Colin owned a builder’s timber and hardware store in the inner city, and I became a regular customer of his. This is his website: http://www.swadlingstimberandhardware.com.au/ . Colin was a grumpy bugger, but he ran an incredibly successful business that was far superior to most of his competitors.

It’s All About Trust

One of the things that made Colin’s business so successful was that they always had what we needed in stock. The team virtually never ran out of their product lines and on top of that, they generally provided same-day delivery. I asked Colin once about the enormous range and quantity of stock he carried. It looked, to my inexperienced self, like an expensive business to run. All that money tied up in stock. Colin’s response was brilliant in its simplicity and I’ve always remembered it: “I can’t sell what I don’t stock,”. Colin continued to build a Highly Chilled business as a Highly Chilled small business owner. By the time I left the building industry, he had 6 massive stores in locations all across Sydney and most local professional builders had a trading account with one of them. We all relied on that simple philosophy of his. My wine importing client now holds at least a 3-month supply of any label he sells because Highly Chilled business owners make a habit of making great promises to their customers. What’s more, their customers know they’re in the habit of keeping them!

Your Homework (The Chilled Kind)

Here’s a short exercise you could carry out to start the process of making this habit your own. Practice Highly Chilled habit #1: Take a look at all of the promises you make to your clients. Ask yourself: Do I go to every length I can in order to fulfil every promise I make? Do I, like Colin, have everything that my clients expect me to have in stock? Or, if I say that I deliver in 24 hrs, do I actually deliver in 24 hrs – every time? Hungry for less Netflix, more chill? Explore all 7 habits. you can download the whole E-book for free here

Next Month, We’ll talk about Habit #2: Be Specific and my brother Sebastiaan in Holland

More on this topic:

The Truth about Business Growth: Enough is Enough

TTTMBF growth

The Ten Truths for making business Fun

The Ten Truths for Making Business Fun

And building a business that sustains you for years to come:

This is the sixth article in a monthly series on Making Business Fun: This article is about the myth of business growth and it’s the 10th Truth

The last article explains what it takes to be the Leader of a fun business and you can read it here

The articles are based on my book, The Ten Truths for Making Business Fun, published in 2011. All of my books and other resources are available for free here

Building (and growing) a Fun business: Enough is Enough

Everything we’ve been taught about business growth is a myth

too much growth ois too much

More is not necessarily better

Over the years, I have been on a journey in my thinking about entrepreneurship. Part of this has involved noticing a nagging feeling that I later realised was coming from a deep discomfort around the business world’s obsession with growth.

My second book is called “The Ten Truths for making your business grow” [you can download it for free here]. Whenever I re-read sections of this work, I still come away feeling excited and pleased with the content. However, pausing on the term “great growth company”, specifically, makes me realise that I have stopped believing in the business growth myth and the entrepreneurial model.

Here’s what I now believe to be true:

  1. A business doesn’t have to grow to be healthy.
  2. Enough is a good place to be.

The Myth

The myth sounds something like this: Every healthy business must grow and a business that doesn’t grow, dies.

TTTMBF singging from the same song sheet This is a foundation principle of business, capitalism and society at large. Every business coach, guru, mentor, consultant, author, academic and MBA student will tell you this. I admit that until not long ago, I sang from the same songbook too.

Today, I realise that the principle sounds good but is wrong… quite wrong. I am reminded of the quote by American journalist HL Mencken, “For every complex human problem, there is a plausible solution that is simple, neat, and wrong.”.

I don’t know who first stated that businesses must grow (and by extension, that more growth is better than less growth), but I do know that this “rule” is dangerous rubbish that has caused all kinds of damage to business owners, their families, their friends and society.

In fact, I think the idea that a business must grow or else it will fail exists alongside a number of other nonsensical notions on which we base the management of our society, such as celebrity worship culture and the basic belief that nothing is ever enough.

Never Enough

In the 21st century, we are never: thin enough, rich enough, good enough parents, educated enough, successful enough, beautiful enough, clever enough. And we are definitely never good enough as business owners. Well, unless we get to sell our business for $100 million or more.

The list of role models that we are told we must aspire to usually includes grass-roots entrepreneurs turned gazillionaires, such as Richard Branson, Steve Jobs or Larry Page. Don’t get me wrong, I think these are all amazing individuals, but I know many other people who are just as inspiring, yet they will never become billionaires (probably not even millionaires).

My Favourite Client

I have a client who is a plumber. He has three vans and employs three people. He might end up hiring one or two more people and having one or two more vans over the next few years but that’s probably where he will stop growing. He may continue to operate his plumbing business for the next 20 to 30 years and then, possibly, one of his kids or employees might take over. In any case, someone will probably run the same business in almost the same format and size for the bulk of this century and beyond.

His business isn’t dying, though. Far from it.

My client’s business is providing him, his family, his employees and their families with a good, meaningful and rewarding life – a life that allows him to feel proud, look after the people he cares about and do the stuff he wants to do.

In my eyes, this is a perfect model of a business that sustains the owner and everyone in the business and will do so for years to come.

The Little Voice

Now, I haven’t talked about this with my client specifically, but I can guarantee there is a small part of him, the little voice in his ear, the famous critic on his shoulder (mine is called Ted, by the way. What’s yours?), who will be whispering:

“You suck as a business owner.”

“You obviously aren’t fit to polish a true entrepreneur’s boots because a proper business owner would be well on his way to dominating Australia with offices and operations everywhere, ready for a lucrative take-over by Lend Lease or some other conglomerate like that.”

“You suck.”

What does your little voice whisper to you in the quiet moments?

We are told by all the self-help gurus, business coaches and entrepreneurs who have already “made it” that we have to have an “abundance mindset” and that there are unlimited growth opportunities offering unlimited money for everyone.

TTTMBF enough tropical island All we have to do is think right and have the right attitude: “Screw It, Let’s Do It”, as the title of one of Richard Branson’s books suggests, and you too shall have an island in the Bahamas!

Allow me to be blunt: You will not have an island in the Bahamas, and nor will I, but you know something? That is perfectly okay. Who needs all that sun, sand and sea without 4G mobile reception anyway, right?!

Daring Greatly

Brene Brown says, in her book “Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent, and Lead”, that the opposite of scarcity is not abundance. She states that scarcity and abundance are, in fact, two sides of the same coin. Instead, the opposite of scarcity is enough, or sufficiency.

And it is. In time, my client’s plumbing business will enable him to employ a full-time admin assistant and then spend two days per week no longer “on the tools”. This will probably be “enough” growth for him.

That doesn’t mean the business goes to sleep and stagnates. There are all sorts of things that can be improved and run more smoothly. There are efficiencies to be gained and his people can get better. The business can steadily become more profitable as well. The challenges don’t stop, life doesn’t stop, but business growth can.

The Abundance Fantasy

When we are told to let go of our scarcity beliefs and embrace the abundance mindset, we are sold a fantasy. The pressure to embrace this mentality sets us up to feel bad about ourselves. It sets us up for failure and shame.

There is only room for one Richard Branson and one Donald Trump on this earth. 99.99999999999% of the rest of us are not going to become billionaires.

Neither you nor I will likely sell our businesses for $100 million. This book may end up being read by 100,000 people, for example, and it is possible there might be one or two in that group who will sell their business for some enormous amount of money. The rest of us will simply arrive at the end of our lives and have to find another way to measure how well we’ve done with the 75 years (hopefully more!) we were given.

The Entrepreneurial Myth

The entrepreneurial myth has done us all a lot of damage. We walk around with feelings of inadequacy, guilt and shame because deep down we know that we are not going to be the next celebrity entrepreneur and wealthy venture capitalists are not going to stake us with a few million dollars, only to cash out a few years later.

Stop it.

Enough is a great place to be. As Brene Brown says in her first TED talk, “You are enough.”

Your Homework (The Fun Kind)

So, I want to encourage you to ask yourself what “enough” looks like. What constitutes “enough” for you in your business? What do you need to achieve in your business that would mean you would be content with your achievements?

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Next Month, I’ll be talking about what next and how to make it all come together for you in your business

More on this topic:

Five Rules for Growing your Building Business in Australia

building business growth

Growing your building business is not as hard as you might think.

Some of you will know that I used to have a building company. It’s been a while now, I founded the company in 1983 and I sold the company to my junior partner in 2003, but I have many fond memories of my building days (and some not so fond).

Because of my background I am often asked how to grow a building business, while keeping margins up. In my experience, business growth in the building industry comes down to implementing Five Golden Rules:

  1. Be empathic
  2. Be predictable
  3. Under-promise and over-deliver
  4. Say No
  5. Communicate

Probably not the Rules you were expecting, so let me explain:

Muddy boots and cream carpets

The building industry in Australia is a strange beast. On the one hand, because of it’s widespread system of contractors and sub contractors, I believe it’s probably one of the most efficient building industries in the world, but on the other hand I also believe it is one of the unruliest building industries in the world. Most of us know one or more horror stories of builders going bankrupt, subbies walking off site, costs spiralling out of control, tradies walking muddy boots through cream carpets, leaking bathrooms, disputes before tribunals and indecipherable quotes on the back of enveloppes.

I’ve certainly have my fair share of war stories from my 20 years in the building industry in Sydney. And to be honest, I’ll even admit that I and my company might even have been at the root-cause of a couple of those stories.

It’s not easy running a building or building-trades company in Australia. But there’s two sides to that coin. There’s great opportunity in the building industry to grow your business and make good money, because there are so many drongos out there and customers are desperate to find professional reliable businesses to deal with.

Laying out the red carpet

It was that way in my days as a builder. The good, professional, reliable, tilers, bricklayers, carpenters, painters, plumbers, electricians, concreters, renderers and roofers were always busy. I would have to book them in 6 weeks in advance, I’d have to pay them well and lay out the red carpet for them, or they’d go somewhere else. And I learnt that I’d better do all of that, and then some, because getting the cheaper, available tradies always led to disasters of one kind or another and most importantly, unhappy customers.

The Golden Rules:

Hence my Five Golden Rules for Growing your Building Company above, because this is what I learned about developing a growing Beautiful Building Business (and Life):

  1. Be empathic: Building contracts are big things, in dollar terms as well as scope. Customers enter into building contracts with great trepidation, because it’s usually the biggest contract of any type they’ve ever signed and they can’t even see what they’re buying yet. You need to be sensitive to that anxiety, that all customers experience at some stage in the journey. You deal with big contracts and big turnover every day. For your customers it’s a great source of stress. Stress makes people behave irrationally… Make allowances for that.
  2. Be predictable: People are happy to pay your price if they feel confident they’ll get what they are expecting. If they don’t have that confidence, they’ll shop on price because that’s the only thing they can control.
  3. Under-promise and over-deliver: If you say you’ll be ready with something by Friday, surprise them and finish by lunchtime on Friday and then take some time to really clean up, dot the I’s and cross the T’s. Don’t ever tell the customer you’ll be all finished by Friday and then when they come home from work on Friday it’s still unfinished and a mess… That’s just asking for trouble.
  4. Say No: Don’t take on work you don’t feel confident you can deliver, fully, properly, on time, profitably and with a smile. Say yes, only when you are 100% confident you can do it how it’s meant to be done.
  5. Communicate: The three C’s: Communicate, Communicate, Communicate. If you come to the conclusion on Wednesday that you can’t complete the job on Friday as you promised… Tell them… on Wednesday… By email, by letter, by carrier pidgeon, by SMS, or by Whatsapp or Twitter… But for Pete’s sake, tell them. They won’t know, they expect to have a Barbeque on the new deck on Friday evening and they’ve invited their friends to celebrate. Similarly… If you strike something unexpected, you hit rock where you didn’t expect it, asbestos in the roof, an aboriginal artifact in the footings, a conflict on the drawings, you find out you’ve made a mistake in your calculations, ordered the kitchen benchtop 100 mm too short, or forgotten to order it at all… TELL THEM. Seriously. They’ll understand. They’ve made mistakes in their life as well.

And if you do all of that… If you live and breathe those rules, every day, and you hammer those rules into the heads of your employees and subbies, your business will grow and grow and grow, because your customers will be your Raving Fans and they’ll do your marketing for you. They’ll tell their friends all about how you finished the deck early on Friday, cleaned and tidied up and left a bottle of wine to have with the barbie on the deck when you came home from work. They’ll talk about you to their work-mates and convince their neighbours to have their own decks built by you as well, even though they’ve had cheaper quotes.

The alternative means you’ll have to endlessly compete on price and competing on price is a dog’s game… trust me on that.

Read more business growth

Would you like to download my 12 Question Cheat-sheet to help you find your next Coach? Click here.

The biggest secret to growing your service business

secrets growing service business

secrets of growing service business

Do these 5 things right every time and your business will never stop growing

I’m often asked by clients to help them grow their service business. I nearly always tell them that growth is easy in a business based on services, anyone can grow a small business.

All you need to do is this:

  • Deliver what you promise
  • At the time you promise it
  • For the price you promise it
  • For a profit and
  • With a smile.

Every time…

That’s all… Honestly

If you do those 5 things, every day, customers will break down your doors, because so few small businesses do.

Most small businesses fail doing those 5 things consistently and stunt their growth, because of the classic problem of small business growth:

Scale-ability.

It’s easy when you’re small

You see, when your business is small, you and a couple of people delivering all the services, be it plumbing, washing machine repairs, fixing cars, bookkeeping, designing websites or building houses, then it’s easy to manage and be in control of everything. You can make sure things happen the way you want them to happen.

Once you start to grow with 5, 10 or more employees, and you have a number of teams, or vans on the road, suddenly you’re not in touch with everything that goes on anymore. You don’t even get to meet all the customers and you won’t personally see all the services that get delivered. You have to rely on others, and hope they do things the way you want them done. That they communicate with customers they way you expect them to and that they take their dirty boots off before they traipse in through the house.

Managing by keeping your fingers crossed.

And guess what? It doesn’t work. Your customers start being less than happy, they start looking elsewhere, you’ll believe you need to lower your prices to keep them and it all becomes a dog’s game.

So here’s the biggest secret of all to growing your business:

Learn to say no.

Learn to say no, until you can handle the growth. Never taken on any work, any new business, unless you are confident you can deliver it to those 5 standards above.

If you do that, you’ll be in control of your business, you won’t have to compromise on price and you will build a Beautiful Business and Life. And the customers? They’ll keep coming. There is never a shortage of customers for businesses who deliver on all of their promises, with a smile… I promise you.

Read more

Would you like to download my 12 Question Cheat-sheet to help you find your next Coach? Click here.

The Ten Priorities; Priority #10: Managing the Market

Ten Priorities in business, Marketing, publicity, PR
Ten Priorities in business, Marketing, publicity, PR

The Rule of Everything

This is the tenth post in the series of The Ten Priorities: Laying the Foundations for a Great Business and Life. The tenth Priority is about Managing the marketing.  The introduction to this series on The Ten Priorities is here.

As seen on Kochie’s Business Builders

The second rule of Seth Godin is to make sure lots of people know about your great product or service.

It may seem obvious. No matter how great your products, your people, your systems, your visions and your plans are, if nobody knows how great they, there will be no business.

Many business owners will go out of their way to build a great product, but forget the second Rule. (BTW, the inverse is also true, more about the two different types of entrepreneurs here)

But both rules are equally important.

A business owner who wants to build a great business must learn that in business:

Marketing is everything, and everything is marketing.

A great business owner asks himself about the marketing dimension of every aspect of the business. Marketing is as much about the way the business goes about collecting its debts, or about the way people answer the telephones, or about its product warranty, as it is about the Facebook advertising campaign it’s running.

In fact, it can be said, that any activity in the business that does not have a marketing dimension to it, is a waste and should be stopped immediately. (more about the basics of marketing here)

When you learn to ask yourself about the marketing aspect to every decision you make, every system you develop and every action you take, every day, your business will flourish… I promise you.

Now that you’ve finished Ten Priorities, find out more about the common experiences of being overwhelmed and stuck in business

Click here to go to the Overwhelm and being in business survey

Would you like to download my 12 Question Cheat-sheet to help you find your next Coach? Click here.

BQ Business Growth

How can I grow my business?

business growth strategy

The 11 biggest business growth strategies:

Growth is the most enduring topic of the 7 big questions of small business. There are literally thousands of business growth strategies bandied about by business experts and gurus. Every business owner that ever was has felt frustrated and stuck at some stage while wondering how they can grow their business to the next level. Which are the growth strategies that are going to work for your business?

This page lays out the 11 most important strategies to grow your business to where you want it to be. All of the 11 growth strategies are solid and proven, it’s up to you to mix and match. It’s a bit like baking a cake. Most cakes have eggs, flour and sugar in them, but you can’t make a cake just with flour or with nothing but eggs, you need a mixture of ingredients. So it is with building and growing your business. You may not need all the 11 business growth strategies, but you certainly need a mixture of them.

So … Get yourself to the kitchen and bake something beautiful.

Seth Godin

seth godin

Everybody’s favourite business guru, Seth Godin, once summed up the solution perfectly:

“To build and grow a great business, you really only have to do two things:

  1. Build a great product or deliver a great service.
  2. Make sure lots of people know about it.”

(I’ve also written about Seth Godin’s two rules here)

In other words, easier said than done. Thanks, Seth!

Click here to download my free guide to finding the perfect coach or mentor for you.

Those two simple statements cover many different aspects of business growth, but I believe we can keep things much simpler than they may seem at first glance. Let’s break each one down.

Skip ahead to the following sections:

1. Grow your business with vision and purpose:

If you want to grow a beautiful business that stands the test of time, you must be able to answer the question: Why does your business exist and why would anybody care?

Most business owners can’t answer that question succinctly and powerfully. That’s bad because:

  1. If you don’t know why your business exists, your customers certainly won’t either and that makes price the only differentiator. Competing on price is a dog’s game (unless you’re Aldi, where price is your purpose).
  2. If you don’t know where to focus your energy, you will never master the greatest skill of effective business owners: the ability to say “NO”.

More about purpose here:

2. Grow your business by setting goals:

We’ve all heard that the first step towards business growth is goal setting. However, effective goal setting is more complicated than you might initially think.

Most of the goals we set for ourselves are ineffective at best, and at worst, actually hinder our progress. They’re often arbitrary, unrealistic and unrelated to what truly matters in our lives.

For instance, a goal to make $2 million revenue is meaningless. Why $2 million? Why not $1,956,384.13? And what happens when you reach that goal? Will you be better off somehow? What if you fall short by $100 or even $100,000? Does that mean you are a failure? Goal setting only makes a difference if you understand that goals are like a compass; they provide a direction on your journey, they are not the destination.

More about goal setting here:

3. Grow your business with marketing:

Marketing is about creating opportunities to sell your stuff. As such, I fervently believe that:

“Marketing is everything and everything is marketing.”

That’s why, if you want to grow your business, you must analyse every aspect of your business.

Yes, marketing is about branding, advertising campaigns, social media and your website, but it’s also about how you answer the phone, your pricing policies and ensuring your customers are happy with what you sell them. It’s about how you dress, how you present your quotes, your PR strategies and your warranty return policies.

In fact, one of the most powerful marketing strategies is maintaining a relentless focus on quality in everything the business does in order to create “raving fans”. Why? Because if your customers are all raving fans, they will do your marketing for you.

Click here to download my free guide to finding the perfect coach or mentor for you.

More about marketing here:

4. Grow your business with DIGITAL marketing:

business-growth-strategies I don’t mean to imply that digital marketing is something wildly different from all other forms of marketing. However, it is useful to pay special attention to the online space because it has become such a critical component of any growth-driving marketing strategy.

Whether your business serves food, builds houses, crunches numbers, imports widgets or makes whatsits, you can’t ignore digital marketing activities, like email marketing, content marketing, social media and influencer/affiliate marketing, search engine optimisation (SEO), pay-per-click advertising (PPC) and online PR. The list is almost endless and constantly changing with emerging technology, such as artificial intelligence, voice search, chatbots, virtual reality, drones, and progressive web apps.

You could easily argue that the core principles of marketing haven’t changed, we’ve simply got a bunch of new tools to use. At one level that’s true because people still want to get to know, like and trust you before they will do business with you. However, on another level, things have changed drastically.

Ten years ago, you’d give someone a business card with your web address on it and they would immediately want to know if you also had a bricks and mortar store. These days, people want to know you’ve got a high-functioning, active web presence, including a Facebook and Instagram page, a Google My Business listing and ideally, a bunch of 5-star ratings on all the major review platforms.

The reality is, often your physical presence doesn’t even matter anymore. If you want to be taken seriously today, online engagement across all mediums and channels must be at the heart of your marketing strategy.

Click here to download my free guide to finding the perfect coach or mentor for you.

More about digital marketing here:

5. Grow your business with sales:

“Nothing happens until we sell something.”

That’s a quote I once saw hanging on the wall at a big office. And it’s true. You won’t achieve any business growth (or even have a business!) without sales. No matter how great your product is, how beautiful your logo is, how smart your website is or how wonderful your employee culture is – if you’re not selling, your business will cease to exist. Simple.

Sales is often seen as a subset of marketing, but I’m giving it a solo section because I think of marketing as getting the customers to your door and sales as getting them to hand over the money. Lead generation vs lead conversion.

Sales is about skill, mindset and systems, but above all, it’s about making things easy for people. And that last word is the key to the whole shebang: it’s always about people. The old saying goes:

“People do business with people they know, like and trust.”

It’s especially important to remember this in small business because people do business with people. Your entire approach to sales must be built on a people-to-people philosophy.

More about sales here:

6. Grow your business with planning:

“A business without a plan achieves everything in it.”

Nothing in other words.

Your business growth depends on planning. No human endeavour ever amounted to anything without a plan. Yet planning is guessing. It can never be anything more than guessing, because we can not know the future. So if planning is guessing, why does it matter so much and how can we do it so it works?  There are two important answers to those questions:

  1. You must understand that there are two entirely different types of business plans: internal plans and external plans.External plans are designed to impress others about your business. They form part of the documentation to obtain a loan (or other type of funding) or make a proposal to a third party. Internal Plans are designed to help the business focus. They are drawn up using meaningful goals (see above), and they help people with their day-to-day decision-making processes.
  2. Planning is a verb. It’s not static, it’s an activity that never stops. As soon as one plan is created, we start again.John Lennon once said, “Life’s what happens when we’re making other plans,”. Planning is like that. We make a bunch of assumptions and map our actions accordingly. Next, we check reality as it unfolds and make changes to suit those new realities – every day, every week, every month and every year.

The bottom line? Business plans that truly work and make a difference are living documents.

More about planning here:

7. Grow your business with customer service:

Customer service is also a subset of marketing, and if done well, it leads to more business from those customers (plus, as I said above, everything is marketing and marketing is everything). However, it’s worth mentioning separately because of the concept of “raving fans”.

Ken Blanchard wrote a little book called “Ravings Fans” that talks about how your business should always be working to do one better for your customers than they expect. If you do so successfully, your customers will become advocates that go out of their way to help your business grow. They will talk to their friends about you, drag their colleagues to your door, defend your business against the competition and best of all, they won’t quibble about the price. If you focus on turning your customers into raving fans, you will ultimately be able to slash your marketing budget in half and achieve a long-lasting competitive edge.

Click here to download my free guide to finding the perfect coach or mentor for you.

More about customer service here:

8. Grow your business with systems and quality improvement:

making monye from death and hamburgers business-growth-strategies My clients often ask me to help grow their business and I often tell them to stop worrying about that. Getting more customers is the easy part. The hard bit about business is delivering what you say you will by the time you say you will for the price you say you will at the quality you say you will… with a smile!

If you can do that all the time, even as your business grows, then customers will come flocking to your door and you won’t need to spend much money on marketing (largely because you’ll be creating raving fans !).

I can’t tell you how many businesses I have seen struggle and fail because they couldn’t maintain their product/service quality, dependability and price once they scaled.

When your business starts to grow and you are no longer in charge of every step in the process, things often start going wrong. Quality becomes inconsistent, delivery times become unreliable, prices go up or profitability suffers – and your smile disappears. Once the rot sets in like that, your reputation nosedives and customers begin to look elsewhere.

There are only two answers to this dilemma:

  1. Stay small: Don’t grow and learn to say “NO” often.
  2. Systematise: Develop systems for all aspects of your operation, including estimating, quality checking, calendar management, inventory management, callbacks, warranty repair, marketing, hiring, firing and even how the phone is answered. Systems allow you to create continuous improvement loops in your organisation (and that’s the Holy Grail of business. It’s what made companies like Toyota great).

More about systems and quality here:

9. Grow your business with inventory management:

Inventory management is a big, specialised topic. It’s really a subset of the systems section above. There are whole management libraries written about the various philosophical approaches to managing stock when building and growing a beautiful business that stands the test of time.

My earliest inventory management lessons came from Colin, the owner of a large hardware store who I dealt with a lot during my days as a builder. One of the reasons I bought so much of my material from Colin was that he always had everything in stock. Colin clearly knew what it took to create business growth because his business was booming.

I once asked Colin if keeping such high stock levels of everything that a builder might need from time to time was economical for him. I imagined that it was a very expensive way to run a business, having all that money tied up in timber, hardware and bits and bobs. His answer was:

“If I don’t stock it, I can’t sell it.”

I have often thought about that statement, particularly now that most operations run on the principle of “just in time”. Supermarkets have made an art form of stocking just enough and not a jar more than required in order to minimise shelf space and inventory cost.

I don’t know what the answer is, but I do know that Colin got all my business for 20 years and most Sydney builders had an account with him because everything we needed was always ready to collect.

Click here to download my free guide to finding the perfect coach or mentor for you.

More about inventory management here:

10. Grow your business with hiring, firing and engaging people:

staff engagement business-growth-strategies In his famous book “The E-Myth”, Michael Gerber wrote that it is impossible to manage people, so great businesses focus on systems and manage those instead. That’s certainly what grew McDonald’s into the enormous business it is today. And as I’ve written elsewhere before, if you set out to make as much money as possible from selling restaurant food, it is undeniably the case that the McDonald’s model is the one to emulate (that doesn’t mean I like it!). This philosophy can be applied to any industry.

If you’d like to build and grow a unique business, a business with an individual character, you’re going to have to manage people. You’re going to have to get good at putting the right people on the bus, sitting in the right seats, facing the right direction while also knowing which others should get off. If you don’t learn how to find (and keep!) the right people and get them to do great work, your business will always struggle. That means:

  • Developing strategic hiring policies
  • Being prepared to employ people who might be better than you at certain things
  • Learning how to conduct great interviews
  • Implementing meaningful induction and development training programs
  • Learning how to coach, encourage and hold your people accountable
  • Getting better at delegating
  • Doing HR admin and compliance effectively
  • Writing job descriptions
  • Scheduling performance reviews
  • Learning what it takes to be a leader
  • Making tough decisions when required (quickly and respectfully)

More about hiring, firing and engaging people here:

11. Grow your business with innovation:

If you want to build and grow a beautiful business that stands the test of time, you can’t afford to get left behind. The pace of change and innovation is relentless. What was acceptable even a few years ago is no longer acceptable now.

Not long ago, it was still okay for a cafe to have a sign that said, “cash only”. Today, you’ll lose a lot of business if you don’t accept card payments. Even with a business as simple as mine, people still expect the option to make online bookings. Cloud computing combined with smartphone technology and advanced GPS systems mean that customers now even expect to be informed that their plumber is on the way and will pull up in front of their house in 13 minutes.

You don’t need to be Uber or Airbnb to implement new technology or come up with new ways of doing business. A few years ago, I bought a house in a different state of Australia. The real estate agent gave me a private showing of the house via Skype. I engaged the conveyancer, the building inspector and a surveyor all without setting foot in the house or even the state.

A client of mine with a creative marketing agency has a team of designers, copywriters and marketing assistants all over the world and she rarely even meets her clients face to face. Another client with a small supermarket chain has technology in his stores that allows him to see what’s going on in every area as well as getting live access to each of the store’s point-of-sale (POS) systems. He’s also put a bunch of tablet screens in his stores that allow people to find dinner recipes incorporating the fresh vegetables he has on special.

And all this stuff is only the beginning. It won’t be long before artificial intelligence is integrated into doctor’s surgeries, lawyer’s offices and copywriting agencies. If you think that technology and innovation won’t have a massive impact on the way you do business and how you create business growth, you are kidding yourself.

More about innovation here:

Your next step:

Click here to download my free guide to finding the perfect coach or mentor for you.

BQ The 7 Big Questions for building a Beautiful Business and Life

How do we design and build our own

unique Beautiful Businesses and Lives?

The Seven Big Questions we all face to Build a Beautiful Business and Life

To Build a Beautiful Business and Life and build a business that stands the test of time, there are 7 Big Questions all of us have to face.

The big seven questions to build a beautiful business and life are:

  1. About Business Growth: My business is stuck at a certain size… How can I  create more growth for my business?
  2. About Profit: I’m not making enough profit and cash… How can I make and keep more money?
  3. About Overwhelm and being stuck: I am overwhelmed, stressed and frustrated… How can I become less overwhelmed and feel happier every day?
  4. About Guidance: I feel alone in my business… How can I find the right support, advice and guidance?
  5. About Work/life balance: I’m missing out on life, on family, and on friends… How can I find better balance between life and work
  6. About Personal development: I am spinning my wheels as a do-er rather than a leader… How can I become a better business owner and leader?
  7. And especially for Fmily Businesses: We are struggling with the challenges of being business partners as well as life partners… How can we negotiate our roles as business and life partners better?

Each of the 7 Big Questions has a dedicated page on this website, with links to many relevant resources both within my website as well as throughout the internet. Scroll down or click on the links above for a  summary of each of the 7 Big Question with a link to that question’s full page.

Further reading:

How can I create more growth for my business?

business growth strategy Summary: To build a Beautiful Business and Life, we need growth. Seth Godin made a great statement some years ago on his blog. He said: To build a great business you only have to do two things: first you have to do great work or deliver a great product and second you have to make sure lots of people know about it. And that’s exactly how simple it is to build a Beautiful Business that Stands the Test of time. But, as with so many things in life, it’s easier said than done.

Business growth is about research and product and systems and quality assurance and innovation and inventory management and people management and everything in between and then when you get that right, it’s about customers, and marketing and sales and communications and PR and SEO and content marketing and advertising and design and branding and of course leadership and you might well argue that before all of that comes Visioning, Mission, Purpose, Goal setting and Strategic planning. In short Business growth touches all aspects of business. Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

How can I make and keep more money?

make more profit Summary: To build a Beautiful Business and Life, we need to make profit. A business that doesn’t make profit and that doesn’t generate cash flow isn’t a business, it’s a hobby. Profit is not the Purpose of business, and nor is generating Cash the reason the business exists, but without profit and cash it is not possible for the business to deliver on it’s Purpose.

Business growth will have an impact on the flow of profit and money in the business, both positively and negatively, but many other aspects of business have an impact as well. There’s pricing, discounting, inventory management, costing, trade terms , collection policies and procedures, expense management, cost control and many other aspects of business will determine the profitability and sustainability of your business.

And on the other hand there is financial management. The management, reporting and analysing of the flow of profit and money through the business. Having your fingers on the pulse of all of the key indicators of the health of your business every day, week, month and year. Management of the numbers in other words. Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

How can I become less overwhelmed and feel happier every day?

overwhelm business fun Summary: To build a Beautiful Business and Life, we need to get unstuck. In my experience, business owners operate in a state of overwhelm many days of the week. They’re often first in the door in the morning, last out the door at night and have to catch up on their admin and email after dinner. They run around from crisis to crisis most days, extinguishing brush fires along the way.

Staff don’t seem able to tie their own shoe laces without input and supervision from the boss. Customers expect the business owner personally to solve all their problems, immediately,  rather than the perfectly qualified and expensive staff that are employed by the business for that purpose.

As a result, the critical business development projects are constantly pushed back and the business gets stuck in the mud. The way out of this overwhelm is to learn to focus on three letters FUN. Fun in Business is the opposite of overwhelm. Developing a discipline on making Business Fun again works, because when business is Fun it means everything is working. Read More Here… 

Click here to download my Free Guide to finding the perfect coach or mentor for you.

How can I find the right support, advice and guidance?

guidance coaching support Summary: To build a Beautiful Business and Life, we need support. One of the most consistent complaints I hear from business owners is that it’s all down to them. They feel alone and unsure of themselves. They need to have a sounding board. The people around them don’t get it. The staff are affected by the decisions the business owner needs to make, and so are their spouses and family.

Human beings work well with external accountability and advice. Independent external support is invaluable to any business owner who wants to build a Beautiful Business that Stands the Test of Time. External support can take many forms: A mentor, a business or life coach, management consultant, a virtual board, an executive coaching group, a regular get together with a group of fellow business owner buddies or all of the above.

One thing is for sure: Don’t think you can do it on your own. But how do you go about finding the right support for you? Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

How can I find work-life-balance in my business and my life?

business woman jetty laptop Summary: To build a Beautiful Business and Life, we need to create a balance between the demands of the business and those of the rest of our lives.

In the many years I’ve worked with business owners, I’ve come to believe that business owners are the most “guilt driven” people on the planet, “worse than Catholics” I sometimes joke. Business owners generally go through life believing they are not up to the job in some way. They tell themselves (and me), that to compensate for their perceived failures, they’ve got to work harder than anyone else in their business or else how could they ever ask their people to put in the hard yards when required? (see also what I wrote above about overwhelm). But in the mean time they’re missing out on the important stuff in life. Their health and well-being suffers, as are their families.

For business owners to create a greater balance between work and life, the first step is to acknowledge that owning a business is never a 9-to-5 job, you probably won’t ever be able to close the door behind you on the way home entirely. The business is your baby, you’ve put your heart and soul into it and it’s part of who you are as a person.

Once you acknowledge that fact, the immediate next step is to recognise that your own time, your health and your general well-being are the most valuable and important assets of your business and as the business owner it is your prime responsibility to look after your assets. In other words, not looking after yourself and ensuring you are in a great physical and mental state means you are not taking your responsibilities as the owner of the business seriously. Once you’ve learnt to accept the realities of those two principles (contradictory as they might seem from time to time), you’re on the path to create the business and life you dream off. Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

How can I become a better business owner and leader?

leadership Summary: To build a Beautiful Business and Life, we have to become better business owners. As I’ve said above in the “work – life – balance” summary, most business owners feel they’re not quite cutting it as entrepreneurs. Oftentimes, business owners start their business on the back of their profession, trade or skill they have learnt (plumber, architect, accountant, chef) and they feel confident in that particular skill. But when they start a business based on that profession, they suddenly realise that it takes a lot more than being a great plumber to build a great plumbing business.

Few business owners have studied to be a business owner, and even those who have attained an MBA or similar qualification, find that they’re not prepared for the realities of life as a small business owner. Suddenly everything is down to you, the big decisions about whether or not to bid for that contract, or hire that expensive employee, or sign the lease for the new office, as well as making sure the toilets are stocked with toilet paper and that there’s ink for the printer.

To top it off, your people look to you for having Vision (with a capital “V”), having the answers and being the leader. It’s a frightening place to stand in the middle of, but there are three pieces of good news: (1) You got this far and you’re still breathing so you must be doing something right. (2) Your people actually want you to be the leader and they’re ready to forgive you just about any balls up you’re going to make along the way. (3) Leadership is something you can learn, practice and get better at. Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

Family business: How can we negotiate our roles as business and life partners better?

husband and wife family business Summary: To build a Beautiful Family Business and Life, we need to get good both at working with our spouses as well as living with them. As I’ve said above in the “better business owner” summary, many businesses are founded on the profession of the business owner. The plumber starts a plumbing business and the lawyer starts a law practice. A little way into the life of the business, the founder of the business, along with the spouse of the founder, starts to appreciate that it takes more than being a great lawyer to build a great lawyer business and the business flounders.

Often, it is at this point that the spouse decides to enter the business as well, to sort out the chaos, in no small measure, to protect the interests of the family, and the family business is born. 70% of all businesses in Australia are family businesses and a large percentage of those can be classed as husband and wife family businesses.

In my experience there is wonderful opportunity in being in business with your spouse. It holds the possibility of providing for your family very well and there is a great opportunity to grow as a couple. But waking up beside your business partner in bed every morning also comes with a bunch of unique challenges. Read More Here…

Click here to download my Free Guide to finding the perfect coach or mentor for you.

SBR Family business resources and information

Resources to help you grow your

husband and wife family business

How do you and your spouse compare to the ultimate husband and wife Family business partnership, the King and Queen of the music biz, Beyoncé and Jay-Z? Click here to find out now.

I have collected a bunch of great resources and information for family business and husband and wife business owners. If you come across any particularly good E-books, articles, infographics, videos or links yourself or better yet if you have created any yourself, please let me know so I can add them here.

Groups and Associations:

Videos

Running your business with your spouse

4 steps to building a business with your spouse

How to start a business with your life partner

E-Books:

Women in Family Business

Podcasts

The Mind Your Business Podcast: How to work with your Spouse

My programs

I specialise in working with family businesses and husband and wife business owners. Here is a recent article about a husband and wife team.

You can find out more about how I help couples who are partners in small business on this page here. You can also download a special fun 12 point survey for Family business couples on the same page.

Would you like to receive my One-Minute-Business-Tips in your inbox every Friday?

Growing your business is the easy part

small business growth

make your business grow

Worry less about growth and more about how you keep your customers happy all the time

I have a client who owns a car mechanics business in Sydney, let’s call him Garry the Grease Monkey (not his real name, in case you were wondering). Gary is around 30, and he took over the garage from his mum and dad some years ago. For the past few years, it’s been him and his dad doing the work and mum doing the books. Gary and his dad make ends meet, just, but dad is ready to retire, and Gary wants to build a business that gives him the opportunity to work a bit less than 60 hrs per week and afford him the income to start a family and more of that good stuff.

Would you like to download my free 12 Question Cheat-sheet to help you find your next Coach? Click here.

So Gary found me and asked me to help him grow the business. (Read more about growing your business here) You need to know, that Gary is a great mechanic and that Gary and his dad do great work, significantly cheaper than the major mechanic’s workshops and dealerships, and that they do everything in their power to make your life as easy as possible. Gary and his mum and dad are nice people, they’re the kind of people you’d love to give your precious car to for a service or repair, because you know they’ll look after it as if it was their own.

Keeping the clients happy

So the first thing I did was that I told Gary to stop worrying about where the extra clients were going to come from. Getting new clients was going to be the easy part. The hard part is ensuring that when he doubled and tripled the turnover of the workshop, his clients would continue to be as happy as they are now while maintaining and improving his profit margin on jobs.

How do you keep delivering consistent quality and reliability, day in day out when your business doubles and triples?

A year later, that’s exactly how it played out: the easy part was getting the clients. Gary joined a local business referral group, launched a new website, improved his local SEO, developed strong referral relationships with a few chosen businesses in the local area and the phone has started to run hot with new clients, the kind of clients who ring up to book in their car without even asking about price.

What’s been much more complicated for Gary is managing the extra work. There have been three big challenges for Gary in the past year, and these are the three things that challenge all Small Business owners in Gary’s position:

  1. Finding, hiring, training, motivating and keeping the right staff.
  2. Developing and implementing systems and processes that create regularity and predictability in the business.
  3. Finding and implementing business management software and applications.

Bad experiences with small business

In a city such as Sydney, most people have had bad experiences with Small Business of all kinds. Tradesmen turn up late or not at all, work is shoddy, they leave a mess when they leave and charge unexpected fees for all kinds of spurious reasons. If you do what you say you’re going to do, for the price you say you’ll charge at the time you say you’ll do it, consistently and with a smile, the customers will break down your door. We as consumers are desperate for people who offer such simple dependability and trustworthiness, and when we find someone like that, word travels fast.

But that’s exactly where the problem lies. Most Small Business owners start their business with great intentions and when they do most of the work themselves they offer exactly that kind of dependability, but when the business starts flooding in they lose the ability to manage the extra workload, they have to rely on employees that they haven’t trained and mentored properly, they have little or no established systems in place, and they don’t know what goes on between their employees end their customers.

Keeping your fingers crossed

I call it management by keeping your fingers crossed… It doesn’t work and it leads to unhappy customers and customers that go off looking for the next small business to put their faith into.

Gary and I spent most of our year together on the three challenges above. It’s what I call the work of the business owner, as opposed to the work of the business. Gary has made major strides, and he’s found a couple of great employees already and is giving them every opportunity to stay great; he’s started writing down a lot of the systems in the business, and he’s found and started implementing a big piece of software that is designed specifically for the management of mechanic’s workshops.

The clients are starting to flood in and they tell their friends about the cleanliness and efficiency of the workshop and at how easy Gary makes it for them to have their car serviced at their convenience, and those friends can’t wait to have their car serviced by Gary’s business, and they tell their friends, and so on.

Getting clients is easy, how you deal with what comes after is what differentiates the business owners from the hobbyists… Just ask Gary the Grease Monkey.

Small People Are Breathing Life Into Influence Marketing

This is a guest post about micro influence marketing by Philip Piletic, more about Phillip at the end of this article

micro influencers marketing

Why you (and I) may be more influential than the Kardashians

Hiring actors and actresses, singers and dancers, and everyone in-between is nothing new to the world of marketing. Since the advent of modern day marketing, advertisers have long seen the potential in using human billboards as a way to peddle their merchandise. Though times and technology have changed, using influencers as a method for pushing brands has not.

In an article published by Forbes, Tim Ward, a successful entrepreneur, and author, wrote that the influence trend is not showing signs of slowing down anytime soon – we are just getting started, as a matter of fact. So what has changed since the good old days when cigarette brand Kodas began introducing baseball cards of famous players with their pack of smokes.

Generally, consumers are becoming far savvier than they used to be. Most people of adult age (and most likely a few teenagers) are beginning to understand how they are being influenced by ad placements in cinema and other entertainment venues. Similar holds true with Instagram and other social media spaces – people can tell when someone is being paid to promote a product.Thus, they are becoming more skeptical of these ploys to buy into brands. This has given birth to the increased use of micro-influencers.

What is a micro-influencer?

There seems to be a general set of specifications that win someone the title of “micro-influencer.” Turns out that the number of followers an influencer has seriously affected their power of influence over the masses writes Yuyu Chen of DIGIDAY. Those with 1,000 followers or less seem to have the highest rate of likes at eight percent. At the top of the scale, those who boast 1 million to 10 million followers only receive 1.7 percent likes. Nevertheless, that is a huge number: 17,000 people influenced.

The article goes on to explain that when Sarah Ware, co-founder, and CEO of Markerly, joined with Jenner and Kardashian sisters on Instagram in order to market a weight loss tea brand, they were able to win hundreds of conversions. Yet, when she analyzed and compared what Jenner and Kardashian were able to do versus about 40 micro-influencers, the dietary tea brand was able to convert a far larger number.

Note: For those who want to read the negative press the Kardashians and other stars received over this “detox-tea” sponsorship, read this article. It’s kind of funny.

If you read the article in the link you will find that using famous people to “influence” your brand can have dangerous consequences (and this can be true for both sides). Though the Kardashians have a huge social media following, that following doesn’t mean anything. The Kardashians have been known throughout their history to be controversial at the very least. Therefore, using such high-profile and sometimes risque endorsements for a brand could be a bad strategy.

Micro-influencer or celebrity influencer?

Social media ad platform Gnack has strictly defined micro-influencers as those people who have 10,000 followers or less. Anything more than that is pointless. They love to use people whose following is primarily made up of friends and family and a small group of fans. These influencers are usually more down to earth and genuine when they present a product that they endorse.

In an interview with DIGIDAY, Chico Tirado stated, “More than 55 percent of our agency partners have incorporated ‘micro-influencers’ as a part of their [current] strategy,”

“We’ve seen some ‘micro-influencers’ on certain campaigns get up to 25 percent engagement,” Tirado continues.

In March of 2016, following the Google and other search engine models, Instagram has moved to using an algorithm to control content quality. This means what used to work by some influencers won’t work so well now. Social media and search engines make their money from people using their services. These companies know that if their venues become playgrounds for spam and nonsense marketing strategies, they will soon find themselves in hot water. This has made it more important than ever for companies to show integrity when choosing a marketing strategy and who they choose to market them. But I guess that’s the purpose, isn’t it?

So what is the verdict?

The statistics are plain as day: if you want people to respect your brand, it is better, in the long run, to build up a network of micro-influencers that have a following of fewer than 10,000 people. The more grassroots these followers are the better.

philip piletic Guest article by Philip Piletic: Philip’s primary focus is a fusion of technology, small business and marketing. Freelancer and writer, in love with startups, traveling and helping others get their ideas off the ground. Unwinds with a glass of scotch and some indie rock on vinyl. You can read more of Phllip’s work on his Linkedin profile here: https://au.linkedin.com/in/philippiletic