March2015IssueGGI(1)
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The article discusses the importance of customer service and satisfaction for small businesses. It provides tips for connecting with customers in a meaningful way and delivering strong service. Some key points include actively following up with customers to understand complaints, making improvements when possible, and handling overcommitment issues through better scheduling. Maintaining satisfied customers is the goal, which requires effort from business owners.
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Think Through
How You Say
“Thank You”
By Adam Fleming
We all know that there’s power in
saying thanks. It’s not November,
so this may not seem like a
seasonal
topic, but it’s all the more
important to remember as we hit
our stride in the year’s activities
(I’m writing this on February
2nd, wondering where January
went) to send those thanks all year
long. A recent lunch meeting with
an executive director of a local
non-profit raised an interesting
question about the nuts and bolts
of the thank you note. There are
two schools of thought on this
issue. Let’s look at the pros and
cons of both.
The “I’m Always Networking”
school of thought says that you
should end a thank you with a
reminder. That reminder might
say “I appreciate any referrals you
can send me” or even better, a
specific request for a referral. For
example, if you’re a roofer, “If you
have a neighbor whose shingles
are beginning to show [list signs of
wear], please encourage them to
give me a call.” And if you’re in the
non-profit world, the “I’m Always
Fundraising” school means that
you conclude your note of thanks
with a statement like “We’re
currently raising funds for [list no
more than two or three projects]
and would be grateful if you could
give towards this project as well.”
Ideally, this approach nets you a
new customer or donation. That’s
hard to argue against!
But there’s another school of
thought I’ll call the “Say Thanks
and Shut Up” school. The
friend I was talking to last week
commented that sometimes people
can feel annoyed by the “I’m
Always Networking” approach.
Particularly in the development
world, saying thanks and asking
for more in the same breath can
feel a little like having a college
student call home and say “Thanks
for sending money, Mom and Dad,
can you send some more next
week?” But even in the business
world this could feel like you’re
always trying to get something else
out of your client and customer,
and can put them off. The Tao Te
Ching says “there is no calamity
like not knowing what is enough.”
This mantra suggests that saying
a simple Thank You might be the
answer; there is value in saying
thanks and leaving it at that. It
may be subtle psychology, but I
suspect this version of the Thank
You note may leave a better
impression long term. This is the
style I’ve been using lately as I’ve
thanked contributors to my non-
profit work, and when my friend
pointed out that some non-profits
do otherwise, I was a little taken
aback. Say thanks and shut up can
include a reminder of how you’re
spending the money, if you’re
a charity, but that’s about it. If
your donor decides they want to
give more, they’ve proven they’re
capable of sending you money.
Of course, if you’re for-profit, it’s
nobody’s business how you spend
their money once you’ve earned it.
So how do you decide which one
works for you? First, consider
that good old Golden Rule – do
to others what you’d want them
to do to you. Does the extra ask
bother you? Then don’t do it to
others. Next, if you’re in for-profit
business, consider the lesson from
the non-profit world. If asking
for more in the non-profit thank
you note leaves the note sounding
insincere, then perhaps the same
principle applies in your for-profit
note. On the other hand, perhaps
it’s more expected and socially
acceptable in the for-profit thank
you. I don’t think there’s a one-
size-fits-all answer here, but I do
think it’s worth thinking about. It
is quite possible that sometimes
you should use one, and sometimes
the other, and that may depend
how well you know the person
you’re thanking. Be conscious
of the options. Finally, get your
system set up one way or another,
and do it. To paraphrase the Tao,
there’s no calamity like forgetting
to send a thank you note.
Adam Fleming
Adam G. Fleming
is a husband
and father of
four, teaches
active listening,
powerful
questions and
SMART goals
to non-profits
and churches. CEO at Evergreen
Leaders, Owner at Epic Life Studios,
international traveler, multicultural
thinker and author of the novel white
Buffalo Gold.](https://image.slidesharecdn.com/57ed11a1-a611-46fc-a41d-e947b1b3d7d3-150306115943-conversion-gate01/85/March2015IssueGGI-1-30-320.jpg)
March2015IssueGGI(1)
- 1. 1 Small Biz Forward Chatting with the Experts & Who’stheNext Big Thing? VOL, 22 NO. 3 $4.95 We have new authors. This month we are bringing back BOTH pg.20
- 2. 2 Executive Editor Nancy Becher Editor, Layout, Designer Zachary Harker Advertising Inquiries nancy@success4biz.biz Subscriptions 701 N. Prairie Street, Sturgis, MI 269-651-3555 SmallBizForward.com Success4Biz.biz Twitter @ Smallbizjunkie Facebook /bsucinnector linkedIn /nancybecher Resources Whether you are starting out or already running a small business, you will need to comply with numerous federal and state small business regulations and requirements. The website at http://www.nolo.com/legal-encyclopedia/ small-business-resources helps with questions in these areas. However, I do caution that if you really need to have legal questions answered, you check with an attorney in your area as the forms and advice on this page may not actually pertain to your situation! It is really important to keep up with things that are going on in your industry, your competition, and what people are saying about you. Have you set up any Google alerts to help you stay up on this information? Check out how to do this here: https://www.google.com/alerts Our third resource this month is http:// business.usa.gov/. Here you can find answers to questions from the government point of view and tips to help you as you move through from startup to successful. And finally, http://www.nfib.com/article/ bizhelp-small-business-resources-to- bookmark-67566/?utm_campaign=BR&utm_ source=Facebook&utm_medium=Social. This is a great resource to answer many questions you may have with your business. Good luck checking this out. It’s all good research!!!! Small Biz Forward
- 3. 3 BSU helps small business succeed through mentoring projects, networking groups, and entrepreneurial forums. From business know- how to business networking, BSU has it all. For more information about our one-on-one consulting, business retreats or networking forums contact me at: 701 Prairie Street, 2nd Floor, Sturgis, MI 49091 Phone: 269-651-3555 Email: nancy@success4biz.biz CEO: Nancy K Becher A trusted and caring service provider for the entrepreneur and small business owner in need of marketing and advertising advice, as well as a large networking group of businesses.
- 5. 5 8 6 - Office to Office 8 - Creating Raving Fans 11 - Human Resources Is it really a necessity? 12 - Being Connective 16 - Chatting with the Experts 19 - Time Management 20 - Michiana Shop and Greet 26- Who’s the next big thing? 30 - Think Through How You Say “Thank You” 32 - Is your Messy Workspace Bringing on Criticism from your Colleagues? 34 - Mindful Messaging 36 - Leaveraging Your Entrepreneurial Strengths 40 - Critics! Everybody is a critic. 42 - Purple Cow 45 - What’s up at BSU 19
- 6. 6 I’m not a big sports follower. I kind of know when it’s baseball season, or when hockey pucks are flying around. I sometimes watch the Super Bowl commercials, but I’m not quite sure what “March Madness” is all about. I think it’s got something to do with basketball right? What I do know is that hundreds of thousands of dollars are spent on different sports and that money is lost when things like March Madness starts. According to Entrepreneur Magazine, there will be “at least $134 million in “lost wages” over the first two days of the tournament, as an estimated 3 million employees spend one to three hours following the basketball games instead of working.” My question: if so many people are engaged in these activities, should they be embraced or forced out of the workplace? I think that’s up to the individual business to decide. There will always be someone who thinks the opposite of whatever the business decides. However, this is a good time to think about this month’s theme of Everybody’s a Critic. Like me, there are, I’m sure, others who don’t get into sports. But obviously, there are many who do. Should I complain if I overhear someone talking about basketball this month? Or should I say, hey, go for it. Hope you win the bets you’ve got going. I know that when employees are happy and content they are better workers, produce higher quality goods and services, and get more enjoyment (and thus loyalty) out of the work day. As a customer service expert, I also know that when customers complain about things, it generally means that the business should take a look at their operations and see if the complaint is legitimate. At the very least, the customer should be made as satisfied with an outcome as possible. While “the customer is always right” may not be totally accurate, it is generally in the best interest of the business to do the very best it can to find a way to satisfy the customer to the best of their ability. The March issue of Small Biz Forward is all about what to do when the business finds itself in the line of criticism – whatever that may be. As humans we all get flustered when criticized (even if well meant), but how we deal with that criticism is what can make or break us. Do we want to have loyal “Raving Fans” both in terms of customers and employees? What do we have to do, in line with our mission and vision, to make that happen? Take a few minutes, sit back with a cup of coffee (or beverage of choice), read this issue and then let us know what you like (or don’t like) about the magazine. For the past several months we’ve had a Letters to the Editor feature that you are always welcome to send your comments to. It’s at info@success4biz.biz and we look forward to hearing from you. Office to Office March Madness
- 7. 7 Inspiring Change You can tell who the strong women are. They’re the ones you see building each other up instead of tearing each other down. Women’s Business Bureau Open a chapter near you! 269-389-0556 www.womensbusinessbureau.com
- 8. 8 Creating Raving Fans Just Give ‘Em a Pickle !!!!! A customer is the most important visitor on our prem- ises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi Do you start and end your day — every day — think- ing about your customers in this way? All too often we forget that the reason for our business is to support our customers, for without them we have no business. A cliché we’ve all heard many times is, “it’s not rocket science”. But when talking about customer service it really isn’t. In fact, theway to create raving fans through customer service is really quite simple, but for some reason we often forget how to do it. In thenext few pages I’ll give you some examples of easy things you can do that have a major impact on your bottom line!!!!! A satisfied customer is no longer good enough for a business that wants to have raving fans. Instead, it needs to provide EXCELLENT customer service and the way to start that process is by asking “How May I HelpYou?”When you understand what your customer wants, and also understandwhat you can do to provide that, then you’re on your way. How do you do this? Nancy Becher
- 9. 9 1. Customer Surveys What better way to understand your customer than to ask their opinions and their values. By creating customer surveys and forms to get feedback from your customers, you can learn about how you’re doing. Remember, less than 25% of customers will tell someone when they’re unhappy — they simply walk away and spend their money with your competitors. But, if they feel that you care, and are listening to their concerns (i.e., creating ways to fix issues, and make things better), they will support you and keep coming back. When you acknowledge your mistakes, and show that you really want your customers to be happy, they will tell you when they’re not as they know it will get better. 3. Listen and Respond Positively When the employee (or you as the boss) actively listen to your customer — and show them that you ARE listening to them, they will respond positively. But it takes more than just listening, for once you’ve hear what they are saying it is time for you to start a conversation. Use only positive words — even if you have to tell them that they can’t have what they’re asking for — say it without saying NO. Use words like Thank You, Appreciate, Please, I Understand, and so forth. Let’s see what we can do to work something out, and I will do my best to find a way to make this a win-win situation — these are all words that are geared to support a relationship, not send the customer running. 4. Give ’Em a Pickle All of the things we’ve been talking about are ways to give your customer just a little bit more than they’re used to getting. And that’s what’s meant by giving a pickle. A pickle is that something that is just a little bit more, a little bit special, a little bit unusual: geared at making your customer feel pampered, appreciated and wanted instead of being put up with. And that’s what it’s all about! The pickle creates the raving fan. And while it’s not difficult, it does take time, thought and active pursuit to get it right. 2. Empower Employees — Attitude is #1 Employees need to be happy, act successfully, let their customers know they’re excited to serve them, and show those customers that they are King and Queen of the business. All too often employees aren’t trained to show this type of behavior. They are trained to tell people, “No, we can’t do that”, “We’re not allowed to” and “that’s not part of our policy”. They have a bad day and they take it out on those that they should be most protective of. As the business owner consider rewarding excellent service. Keep in mind that it is much more cost- effective to keep employees than it is to constantly hire and fire. By training and then rewarding good service techniques, your employees become loyal and in turn they create loyal customers. When employees are empowered to do whatever they can to help the customer -- that creates a win- win situation. Companies such as Zappos, GE, Southwest Airlines — these are three companies that are known for their customer service. When you have employees and policies that forge relationships with your customers, then you find yourself with raving fans!!! YOU CAN DO IT!!!!!!
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- 11. 11 Ever hear the saying: “HR is a necessary evil” in your organization? Well, as we know, everyone is a critic; everyone has an opinion to share. Now is the time to turn this around and show our organizations that HR is necessary and it’s not an evil. Did you know that HR can add to the bottom line? Did you know that HR can help your company save money? With the right Human Resources specialist you can do this in 4 easy steps! 1Hire The Right People – start asking your managers who run their departments what the best employee looks like. Start to look into more then just a college degree or certifications they hold, but what are there natural abilities that make them stand out among the rest. Hire more people like this! 2 Build Retention – Most people think you have to do this with giving your employees raises. Did you know in the most recent study conducted that 85% of people in organizations want to be recognized by their leader through verbal recognition or a thank you note? SURPRISE! They aren’t looking for raises – they are looking for you to actually notice they are doing a great job and then tell others aboutvit. Retention starts with building a relationship with each of your employees and showing them you care. It’s so simple, but at times it is something that is most forgotten in the business world. 3Coach & Counsel – As you start to build relationships with your employees, it’s important to hold them accountable to their actions. You must be consistent with each employee – treating everyone equally in this process. If someone fails to show up for work on time – be sure to let them know you see this. Don’t let it fall by the wayside. Follow the guidelines of your state for coaching and counseling (this falls under unemployment). By making a quick call to your unemployment agency you are able to find the guidelines to counseling your employees the correct way and helping you battle those unemployment cases – and WIN! Which in the end saves you MONEY! 4Team Building – It’s important to create a fun environment for your employees. Do outings, surprise your team with donuts or pizza when they go above and beyond their work day, and be sure to do team building activities that focus on building relationships, creating better communication and just having FUN. There are hundreds of websites available to view team building activities for your organization. Just Google It! Susie Olivarez Owner & Senior HR Consultant Iron Sharpens Iron – Discovering Your X Factor www.your-x-factor.com Once you get these 4 basics steps down, you are on your way to showing that HR is a necessity and can add A LOT of value to any organization.
- 12. 12 BEING CONNECTIVE— Customer Service – Delivering Satisfaction Business owners today are knocking themselves out to connect to prospects and customers in a meaningful way and to provide the strongest service satisfaction that they are able. Whether it’s through sales of a product, providing a service, hosting an event or educational seminar, the entrepreneur today is certainly doing far more than setting out some items on a counter and hanging an “Open” sign in the window. The small business person is stretched farther today than ever, and though doing his or her best to meet customer expectations, from time to time this goal is missed. Sometimes the customer was expecting higher quality on the final delivery. It is absolutely critical to follow up with the customer, drill down to find out exactly what they believe to be the shortcoming in the situation, and if it is within the means of what was intended to be provided, make the improvement. At the same time, if the customer selected “Package B” that was the average level product, yet is expecting it to meet the “Package A” standard, gently, carefully, and patiently describe to the individual the difference in offerings. See if they really meant to get “Package A” and perhaps make a discounted offer to take your final delivery up to that level. Giving a little to get satisfaction at this point is worth it. Having a satisfied customer is your desired outcome. We all get busy. From time to time, though, over commitment rears its ugly head. When the entrepreneur finds him or herself in this situation, being there for their clients and their staff suffers. In the case of illness or family emergency, it is a situation that is unavoidable. When it is a business situation, however, likely it is simply a matter of poor planning. It is really important to have a daily schedule that is adhered to as much as possible. Every day there needs to be scheduled time for checking and responding to email, returning telephone calls, and personally delivering or hosting face-to-face interactive deliveries and/or meetings. When you must be away, at a minimum set up an auto- responder on your email that clearly defines when you will follow up and then honor that promise. With mobile phones and voice mail, you may update your message to define to a caller that you are unavailable for a given time, but barring that trip of a lifetime to Bora Bora, return phone calls within 24 hours or refer the caller to another person who can help them on a timelier basis. The goodwill earned by meeting the customer’s need will keep them attached to you in most cases. When you find you truly are over committed, carefully consider all your commitments, analyzing them carefully for the best fit to your overall goals—personal and professional—and gracefully step back from one to provide more time to do a better job at the rest Marketing events, whether an open house with barbecue serving hot dogs and soda, a workshop with an expert speaker over lunch, or a 5:01 with refreshing beverages can be a great way to build rapport, educate prospects and customers, and connect to more people. These take careful planning, promotion and engagement. Consider carefully what your goals are for such an event. If it’s a “thank you” for being a customer, then just make it
- 13. 13 a big party and make it clear that your customers are welcome to bring guests. Those customers will be sharing the great things you do and help them with. If it’s an expert speaker presentation, you definitely want your customers that are using the product or service the speaker will address, but you also want to reach a slew of new people so they attach to your business as the one that can help them with their need. If you’re having a casual business after hours event, it’s something you’ll want to do on a routine basis, say quarterly, and you want to make it clear that everyone is welcome. Attendees will have the opportunity to make connections not only with you and your staff, but with experts in all the fields that you serve and make new connections that make their knowing you all the more valuable Yet, sometimes you set up these events and the people don’t come. Dig in deep to discover what could be keeping them away. Maybe the way the invitation was worded is a little off-putting? Maybe the event is the same day as the local Homecoming parade? Maybe the invited guests aren’t in the situation that the can consider building on what they are utilizing through your business and rather than deflecting at the conclusion of an event find not attending a personally acceptable means to say, “No?” Perhaps they have heard the expert before and aren’t finding the potential for new learning as a result of the promotional materials? Maybe the expectations of the guests, suppositional as they may be, are not a match to what is being provided at the event (local expert when national expertise expected, domestic beer served to a craft brew crowd, etc.). These are situations that can be assessed in advance to ensure your efforts bring the very best response that you are seeking. As we all work daily to broaden and strengthen our reach for our business, it can be rewarding to take time to examine and improve upon the process by which we are marketing and delivering. This self-examination process will point up a few shortcomings and in the long run provide you with the means to become even more connective to those you serve. Gail M. Turluck is the President of Connective Marketing of Richland, Michigan. Connective Marketing offers communications services including writing, e-newsletters, newsletters, web site content writing and updating service, editing, proofreading; Send Out Cards; and more on a contract or consulting basis. She may be contacted at gail@connectivemarketingllc.com or by visiting www.connectivemarketingllc.com.
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- 16. 16 JAN MURPHY Sheri Welsh We here at Small Biz Forward believe wholeheartedly that it is through collaboration and working side by side, (those that are just starting the journey and those that are well on their way), that all businesses grow and prosper. With that in mind, we are bringing back the feature “Chatting with the Experts” so that our readers know even if they are in the beginning stages, others have been there before them and they can take comfort in knowing that they too will get to the point where we call them “the Experts”. Enjoy reading this interview with Sheri Welsh. She has some great words of wisdom for us all.
- 17. 17 Q Tell us about your company. When did you start it? How many employees do you have? What is your business about? I started Welsh & Associates in 2002. We have 4 employees. We are in the executive search and professional recruiting services business. Welsh & Associates, Inc. 141 E. Michigan Ave. • Suite 300 • Kalamazoo • MI • 49007 269.488.8836 ext. 201 (office) www.welshandassociates.net Q What advice do you have for women to build sustainable businesses? Know your market and keep on top of the trends and changes in your industry. Have a business plan. Surround yourself with people who have more experience than you and are smarter than you. Ask a lot of questions. Build partnerships and collaborations. Don’t be afraid to ask for help! Q What do you think it takes to be a successful business owner in this market area? We are fortunate to live in a region that is diverse, very supportive of entrepreneurs and has a strong economy – key factors that make it much easier to succeed in business than in many parts of the country. Q What do you believe attributed most to your success? Honestly, I don’t feel like I have attained “success” yet. I’m not sure if I ever will. My career has been a journey of continuous improvement, striving to be the very best that I can be. In that journey I’ve learned that there is always something more that I can do, learn or improve upon. Q Do you think women have more obstacles than men in their careers or in building profitable businesses? I don’t. I don’t even believe in the “glass ceiling” concept. I actually blogged about this in KzooConnect.com. I believe that many of the obstacles women face in building a business or charting a career path are the same as men face. And when as women we begin to suggest that we have some unique obstacles to face we just get in our own way. Everyone, men and women alike, will face obstacles in their career or in building their business. The secret to beating them is in how you respond to those obstacles. Do you allow them to remain in your way and defeat you or do you view them as simply roadblocks to overcome and find a way to work around them or through them? Q Best advice career and business advice that you want to share. Career Advice – Never, ever, ever give up. Change direction, alter your course, seek help – but never give up. Business Advice – Seek to be the best in class. Best in the business. Best in the region. When you focus your business on excellence, your clients win, your employees win, your community wins and in the end you win too. Q If you had the ability to do something over, what would it be? I don’t have enough time or space to list all of the things that I should do over! I’ve made plenty of mistakes throughout my life. But I’d like to think that those mistakes are what shaped me into who I am today. I’ve experienced grace and forgiveness and learned an awful lot as a result of those mistakes. So I’m not sure I’d take a “do over” on anything.
- 18. 18 Q How did having children affect your career? Having a young family was ultimately what drove me to consider a career in this business. When I started in the business in 1998, I had a 1 year old and a 4 year old daughter. Working for a large, national company at the time I felt like I just couldn’t keep up the pace that was necessary to achieve what they asked of me. The more I delivered and the harder I worked, the more they required of me. It felt a bit like being on a treadmill where the speed kept going faster and faster and finally I just spun off! The search business was attractive to me because I could work it around my life and set my own goals and expectations. I wasn’t required to work 8-5 or overtime – just required to get the job done. I was comfortable that I could achieve their expectations and still maintain great work/life balance. That career change ended up changing my life in ways I never could have imagined! Q Do you struggle with work and life balance? I did – until I came to terms with what was really important to me. Everyone is busy, overbooked and overworked – it’s just how life is in the 21st century. There are endless options for ways to spend the 24 hours you get every day. However, balance came sharply into focus for me when I defined my top priorities and began to stay committed to them. That’s not to say that I’m never overworked or frazzled – we all are at times – but generally those times don’t last for long. When I find myself in that spot, I work to rebalance my commitments and work load and put things back into alignment. And one of the most important words I’ve learned along the way of achieving balance is the word “No”. If it doesn’t fit my schedule or if it doesn’t allow me to keep my priorities in order then it can’t be added into my life – period. Q What mistakes do you believe women make today? The biggest mistake I think women make today is buying into the myth that they’re somehow “less than”. I recently watched the “Like a Girl” commercial for the second time and it brought tears to my eyes. Women should never feel that they are less than men – they are simply different. And those differences are what make them strong. I’d like to see every woman adopt the attitude that they can do whatever they want to do and be whatever they want to be, refusing to let societal stereotypes cripple their potential. In sales and sales management for over twenty years, Jan has trained people to successfully market their products and services through adaptive and consultative sales techniques. A recent transplant from Atlanta, Jan is the Founder of Women’s Business Bureau, a women’s business organization in Kalamazoo. Jan’s expertise lies in building ground floor operations into fast-growing, profitable businesses. Contact Jan: Phone: (334)-560-6955 (cell) Website: www.womensbusinessbureau.com Jan Murphy
- 19. 19 TIME MANAGEMENT A Learned Skill Jan Murphy Ask some people about managing time and a dreaded image appears in their minds. They see a person with a 20-item things-to-do list clutching their day-timers or smart phones filled with appointments. Sometimes people who pride themselves on efficiency are merely busy. In their rush to check items off their to-do lists, they may be fussing over things that don’t matter—tasks that create little or no value in the first place. The point to managing time is not to load ourselves down with extra obligations. Instead, the aim is to get the important things done and have a life. An effective time manager is the person who’s productive and relaxed at the same time. Personal style plays an important role as well. Left-brained people thrive on making lists, scheduling events, and handling the details first. This may not work for people who like to think visually. There are as many different styles for managing time as there are people. The trick is to discover what style works best for you. If you need a daily routine to manage your time, set a time schedule that will work best for you and stick to it. Start your work day the same each day and end it the same each day. This will help you to maintain a balance between work and your personal life. Try to avoid over-scheduling your day and/or week. The point is to make good use of your time, manage your time wisely so that you are productive, and schedule down time after normal business hours. Business hours should be spent on business, not on personal time. If entrepreneurs disciplined themselves as it was done for them for years in the corporate world, I believe they would achieve more success. Your time for your family, friends and personal activities should be planned after normal business hours. After work hours and weekends should be used for errands, family time, and relaxation and getting chores done around the house. Tips on how to manage your time: Know your Limit Begin managing time from a bigger picture. Consider what that expanse of time is all about. Write a short mission statement for your life: a paragraph that describes your values and the kind of life that you want to lead. Periodically, stop to think about how what you’re doing is contributing to that life you want. Do Less Managing time is as much about dropping worthless activities as adding new ones. The idea is to weed out activities that deliver little reward. Remember People Few people on their deathbeds ever say, "I wish I’d spent more time at the office.” They’re more likely to say, “I wish I’d spent more time with my family and friends.” The pace of daily life can lead us to neglect the people we cherish. Efficiency is a concept that applies to things, not people. Focus on Outcomes You might feel guilty if you spend two hours napping or watching TV, but if you’re regularly meeting your goals and leading a fulfilled life, there’s no harm done. When managing time, it’s the overall goal of effectiveness that counts more than the means you use to get there. Handle it Now A backlog of unfinished tasks can result from postponing decisions or procrastinating. An alternative is to handle the task or decision immediately. It’s better to graciously say no to projects that you do not need to take on. Be careful not to over commit yourself. Forget About Time Schedule “down time” every day—a period when you’re accountable to no one and have nothing to accomplish. This is the time to feel no guilt. A few minutes spent this way each day can yield a sense of renewal.
- 20. 20 Michiana Shop & Greet Fashion Show & Luncheon; 12:00pm – 2:00pm: Michiana Shop & Greet begins at 12:00pm at the Gillespie Conference Center on March 26, 2015 to celebrate Michiana! This event is designed to empower, engage and enhance community support throughout Southern Michigan and Northern Indiana. Local business owners, volunteers and non-profits have gathered together in support of one another. We encourage you to join in the festivities beginning with the Roadshow Boutique, fashion show and luncheon hosted by Your Business Needs Fans, Kerri’s Avenue Salon and Goodwill Industries of Michiana. Kerri Spencer owner of Kerri’s Avenue Salon will Emcee the fashion show with local news anchor Steve DuVal from FOX28. “The fashion show was added this year to enhance our business community, the busy mom or student. This is an opportunity to learn how to transition from a busy work day to the comfort of knowing you fit in where ever you go,” states Karen Bachert, President of Your Business Needs Fans. You will have the opportunity to learn more about Hello Gorgeous, Dismas House & Goodwill Industries of Michiana. Fashion Show & Luncheon Tickets are available online at www.YourBusinessNeedsFans.com or call 574.344.8895. Tickets are $35 which includes the $10 Michiana “Shop & Greet Experience” where you can shop the vendors with your Michiana Experience Bucks at over 20 vendors in your community! Gillespie Conference Center, South Bend, IN March 26, 2015 (12:00pm – 8:30pm) M i c h i a n a Shop & GreetCommunity
- 21. 21 Michiana Shop & Greet Expo; 2:00pm – 8:30pm: Michiana “Shop & Greet” Expo will begin promptly at 2:00pm with opportunities to shop the vendor booths and Goodwill’s Roadshow Boutique. Browse, meet and greet, and get to know Michiana a little better. Join in the fun on March 26th by purchasing your tickets today for the “everyone shops experience.” Everyone attending will receive $10 in Michiana Bucks to shop with their admission fee of $15. “This is a perfect opportunity for community involvement! Prior to attending this event I was a student looking for new opportunities to give back, strengthen my resume and network. Karen Bachert the President of Your Business Needs Fans has given me the strength to make a difference,” comments Katie Paceley Public Relations Specialist of Goodwill Industries of Michiana. This is a wonderful opportunity to support your community by shopping, networking and keeping businesses growing in our own backyard. Attendees will receive all-day, come & go admission to the expo plus $10 in Michiana Experience Bucks. Door prize giveaways begin at 3:30pm, followed by Kerri Spencer of Kerri’s Avenue Salon emceeing the Business Builders Speed Networking at 5:30 with more than 20 business and networking groups represented. LIVE Charity Auction at 7:00 and DJ party package giveaway at 8:00pm will be emceed by Karen Bachert, Community Outreach Coordinator and Facilitator of Michiana Shop & Greet. Ann’s Younique Products, is the Paddle Sponsor for the LIVE Charity Auction and owner, Ann Hudson will be our “Vanna”. Be sure to stop byour Auction Table and check out the items that will be auctioned to benefit each of our charities (Goodwill Industries, Dismas House, Hello Gorgeous and the work of our honored volunteer and Freedom Fighter, Margaret Matthews from Better Way Imports). Special thank you to all our sponsors: Business Success Unlimited, WSMK Radio 99.1, WNIL Radio 1290am, ProForma Printhouse, Premier Women of Michiana, Kerri’s Avenue Salon, IEntertain, LLC. All are invited to join us for a pre-event After Hours presented by Four Flags Area Chamber of Commerce as Michiana “Shop & Greet, WSMK Radio and WNIL Radio celebrate the launch of the all new WNIL Radio Station and our third annual Michiana “Shop & Greet. This Four Flags Area Chamber of Commerce After Hours will be held 5-7:00pm, March 18 at the new WNIL Station, 210 S. Philip Rd., Niles, MI. More information about the After Hours, please contact the Four Flags Area Chamber of Commerce. More info about the Fashion Show & Luncheon and the Michiana “Shop & Greet” Expo, visit our website www.YourBusinessNeedsFans.com, or call 574.344.8895
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- 25. 25 LEARN, SHARE, GROW The definition of insanity is doing the same thing over and over and expecting different results – Albert Einstein Do you feel like that’s what you’re doing with your business? Do you really understand the unique value of what you do? How do you share that value with your customers? Is everyone your potential customer? What is the best way to let people know what you do and sell? These are questions that we will look at, analyze and discuss in a safe, professional atmosphere. Call for more info. Are you searching for ways to grow your business and increase your cash flow? The Business Abundance Peer Advisory Board can help! You will receive training, advice and strategies from experts 8am to 9am 2nd and 4th Wednesday online $95.00 BUSINESS SUCCESS UNLIMITED 269‐651‐3555 www.success4biz.biz Running NOW
- 26. 26 The mission of this magazine is to help small business, whether they are just starting out or have been around for a while. One of the features that we started out with was called “Who’s the Next Big Thing?” and this month we’re bringing back this column and will be featuring several businesses. Pink Zebra is a relatively new business, and taken directly from their website, this is what the owners Tom and Kelly Gaines tell us about their business. “Like most new business ventures, it was not easy. The business began in their home with no employees, a large credit card debt, and a strong will to succeed. Within eight years they, along with the help of their incredible family of employees, built a company strong enough to purchase one of the largest candle manufacturers in the U.S. During the past eight years Tom and Kelly’s mission has been to connect with the consumer directly. They are realizing their mission by sharing Pink Zebra’s products and business opportunities directly with people all over the United States.” Now, doesn’t that sound like the way a lot of us started out? And before I introduce you to one of their fastest up and coming stars, I have to give both Pink Zebra and Shannon Stuart a shout out for both customer service and for quality products. Let me start with a little story … I’m asthmatic and smells (good, bad or indifferent) really set me off. I’m one of those people that have to hold my breath as I walk past stores in the mall that have strong scents wafting out from their stores. So, when Shannon started talking to me about her candles, I was dubious. They’re not for me, I told her. I can’t do smells. She suggested that I just try them and see what I thought. She was not pushy or condescending, but was truly focused on helping me to see if I could do it (I love candles, but have only ever been able to use scentless ones). She gave me a small package free of charge and just said, see what you think. Within a week, I was back saying, YES! I want them. That shows from the standpoint of Shannon, how she understands good customer service, and from the company’s point of view, what a great product they make and sell. It’s no wonder that they are rising in the ranks of the direct sales industry so quickly. Thank you Pink Zebra. I can now have pretty candles that smell good but don’t make me sick. WONDERFUL! With that, let me introduce you to Shannon Stuart and tell you her story. When I was first getting to know her, I was intrigued by this cute little pink zebra pin she always wears and I asked her, what the heck is that for and why do you wear it?
- 27. 27 What is Pink Zebra? Her answer to me was that Pink Zebra is a home fragrance company that allows you to personalize the fragrance that welcomes you home. Our Soy Sprinkles are 100% American made: they are grown in Berea, Kentucky by American farmers and processed by American workers. Well, that impressed me. I’m all about local and American made products and services. So, one point for them. My next question to her was: How did you get started? This opportunity literally fell into my lap. I had a catalog tossed to me while sitting at my son’s football practice. I fell in love with the products after trying them. It was just 2 months before Christmas when I started. Thought this would be a great opportunity to make some extra money before Christmas. I never dreamed it would turn out this big. The company slogan is Change your fragrance, Change Lives. It has been life changing for my family. I was able to go from stay at home mother of 6 awesome children to financial contributor. This has been a blessing for us. For those of you who say, well, running a business is just too time consuming, go back and read Shannon’s last sentence again. A stay-at-home mother of 6 children? Now THAT’s time consuming , and she’s still made it to the point where she is in the top 1% in overall ranks of consultants in the company. She has drive and stick-to-it-tive-ness I’d say. What about you? Of course, learning about her life led me to ask her this next question: What are the day to day stresses that you encounter with your business? I’ve been fortunate enough to listen to Belinda Elsworth (International Direct Sales expert and owner of Step Into Success) speak at 3 different conferences. One thing I always take away from these conferences is the need to remind myself to do the Power Hour (a program on time management authored by Ms. Elsworth). This helps me with managing my day. It keeps me focused on the task at hand. And it leads me to more bookings which gets more sales and a better paycheck. In addition to that, I’m quite motivated by incentives. Pink Zebra offers a wonderful compensation program, gifts for promotions in the form of jewelry, and fabulous vacations. In just a little over 2 years with the company, I’ve earned a trip for 2 to Punta Cana where we stayed at the Hard Rock Resort (all inclusive), I’ve been promoted 3 times, and will be going on my second trip in April to Jamaica -- again all inclusive for 2. Those are certainly great incentives, but also shows that there’s a lot of hard work involved in moving her business ahead, as Shannon definitely sees this as being a business venture for herself and not just something to “make some extra money.” Of course there are also challenges that come with the advent of any business and so my next question was:
- 28. 28 What challenges have you faced? The biggest challenge so far has been getting the word out to people about Pink Zebra. The company is just a bit over 3 years old so many people have never heard of us. Let’s face it, we are creatures of habit. Change can be scary. I’ve found that once I get the customer to try Pink Zebra, they realize that this is the superior product on the market and they come back. Repeat business has been great. Getting them to initially try us out was the hard part. Sound familiar to anyone else? It sure does to me. Finally, whenever any of us go into business we find people and other resources that help us along the way. Shannon, too, had some words of wisdom in that regard. Are there any resources you could recommend to Business Owners? Again, if you’ve never heard of Belinda Elsworth, I strongly recommend you check out her website, Step Into Success. She’s also on Facebook. She has changed the way I do business. I look at people in a different light now. Where I used to think “how can people benefit me and my business,” I now think “How can my business benefit them?” The Fortune is in the follow up is one of her CDs. Seems so simple but something that is so overlooked by many. I’ve met many people who are shocked to hear my voice on the phone doing follow up calls. Don’t be afraid of the phone. Pick it up and connect with your customers! I ended the interview with this fascinating woman and the discussion on her company by asking her for any final thoughts. Her answer? I believe almost every successful person begins with two beliefs…The future can be better than the present, and I have the power to make it so. Zig Ziglar. Powerful words. Work hard, play harder. Thanks Shannon and thanks Pink Zebra If you’re interested in finding out more about the products or opportunities for you to get involved, here’s her contact information: Shannon Stuart Pzshannon.com www.facebook.com/shannon.stuart. 574-298-5656
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- 30. 30 Think Through How You Say “Thank You” By Adam Fleming We all know that there’s power in saying thanks. It’s not November, so this may not seem like a seasonal topic, but it’s all the more important to remember as we hit our stride in the year’s activities (I’m writing this on February 2nd, wondering where January went) to send those thanks all year long. A recent lunch meeting with an executive director of a local non-profit raised an interesting question about the nuts and bolts of the thank you note. There are two schools of thought on this issue. Let’s look at the pros and cons of both. The “I’m Always Networking” school of thought says that you should end a thank you with a reminder. That reminder might say “I appreciate any referrals you can send me” or even better, a specific request for a referral. For example, if you’re a roofer, “If you have a neighbor whose shingles are beginning to show [list signs of wear], please encourage them to give me a call.” And if you’re in the non-profit world, the “I’m Always Fundraising” school means that you conclude your note of thanks with a statement like “We’re currently raising funds for [list no more than two or three projects] and would be grateful if you could give towards this project as well.” Ideally, this approach nets you a new customer or donation. That’s hard to argue against! But there’s another school of thought I’ll call the “Say Thanks and Shut Up” school. The friend I was talking to last week commented that sometimes people can feel annoyed by the “I’m Always Networking” approach. Particularly in the development world, saying thanks and asking for more in the same breath can feel a little like having a college student call home and say “Thanks for sending money, Mom and Dad, can you send some more next week?” But even in the business world this could feel like you’re always trying to get something else out of your client and customer, and can put them off. The Tao Te Ching says “there is no calamity like not knowing what is enough.” This mantra suggests that saying a simple Thank You might be the answer; there is value in saying thanks and leaving it at that. It may be subtle psychology, but I suspect this version of the Thank You note may leave a better impression long term. This is the style I’ve been using lately as I’ve thanked contributors to my non- profit work, and when my friend pointed out that some non-profits do otherwise, I was a little taken aback. Say thanks and shut up can include a reminder of how you’re spending the money, if you’re a charity, but that’s about it. If your donor decides they want to give more, they’ve proven they’re capable of sending you money. Of course, if you’re for-profit, it’s nobody’s business how you spend their money once you’ve earned it. So how do you decide which one works for you? First, consider that good old Golden Rule – do to others what you’d want them to do to you. Does the extra ask bother you? Then don’t do it to others. Next, if you’re in for-profit business, consider the lesson from the non-profit world. If asking for more in the non-profit thank you note leaves the note sounding insincere, then perhaps the same principle applies in your for-profit note. On the other hand, perhaps it’s more expected and socially acceptable in the for-profit thank you. I don’t think there’s a one- size-fits-all answer here, but I do think it’s worth thinking about. It is quite possible that sometimes you should use one, and sometimes the other, and that may depend how well you know the person you’re thanking. Be conscious of the options. Finally, get your system set up one way or another, and do it. To paraphrase the Tao, there’s no calamity like forgetting to send a thank you note. Adam Fleming Adam G. Fleming is a husband and father of four, teaches active listening, powerful questions and SMART goals to non-profits and churches. CEO at Evergreen Leaders, Owner at Epic Life Studios, international traveler, multicultural thinker and author of the novel white Buffalo Gold.
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- 32. 32 Is Your Messy Workspace Bringing on Criticism From Your Colleagues? Close your eyes and picture an office with every surface covered with papers, books, magazines, and all sorts of stuff – stacked on top of file cabinets and bookcases, in chairs, on the floor, and strewn all over the desk. What’s that you say? — You don’t have to close your eyes. You see it right in front of you? If this sounds like your workspace, you’ve probably gotten a few critical comments from colleagues, visitors, maybe even your spouse. But should you listen to them? Each of us has a different tolerance level for clutter; at some point it starts to bother you. Until then, you’re resistant to anyone telling you what to do about it. Ask yourself: What does my workspace say about me? That I’m an organized, focused, successful business owner who gets things done? Or someone scrambling to run a business; someone who probably is late for meetings, misses deadlines, and doesn’t follow through? A messy workspace can hurt your reputation. Just as important, it can hurt your productivity and creativity. Why is Clutter Bad? • For many people, clutter is distracting and makes it hard to focus on your work. • Clutter can drag you down, stifle your energy. • Papers get buried on your desk. You may miss deadlines, forgot about meetings, or can’t get around to following up with prospective clients. • With papers scattered a few inches deep on your desk and thousands of messages in your email inbox, you’re probably always worried about what’s under all that stuff and if it needs to be addressed right away What’s the solution? Simple as A, B, C. (Not necessarily easy, but simple, and it does become easy once you do “C.”) A. Make decisions quickly about things as they come into your life. 1. Delete/discard/destroy – you don’t have to keep everything. 2. Delegate – if you have someone to delegate to, do it now. 3. Do immediately – but only if it takes a minute or two. The reason – If you put off the task, you’ve just wasted the time it took to read that email or paper, and, more important, now you’re got to remember to do it later. 4. File for reference or in your project files. This applies to paper, email and computer documents. a. Reference items, are those you need to keep for tax, legal, or historical purposes, or for future projects way down the road. If you don’t file them immediately, get them off your desk/ out of your inbox. Create a zone in your office where you put “reference papers to file.” Create folders on your computer and in your
- 33. 33 email program for “reference items to file.” Never, never, never mix reference papers to file with action items on your desk. You’ll spend hours going through stacks of paper looking for that important paper that requires action. b. Project files are critical. Immediately file project papers, email messages, and computer documents in their specific project folder. When it’s time to work on that project, you’ve got everything at your fingertips. No need to search for something you remember getting but have no idea where or what it is. 5. File for follow-up. Get the task in your system to follow up on it later. a. Don’t yet have a system? Select one. You may have to try a few to find the best one for you. Options include: paper or computer lists; smartphone apps; planning calendars; Outlook tasks, flags, pop-up reminders; an old- fashioned tickler file (paper or electronic). Search on the Internet for “to do list,” “to do system,” or “productivity system” to get some ideas. Then ask people whose work style you admire what options they use. b. Put all your “to do” tasks in your system, and review it daily. c. For paper and email items related to a task, note your next step on that paper or in the email subject line. B. Create a place for everything and put things away. Papers in file folders stored in file drawers for reference files, or in open top file holders for project papers. Email messages and computer documents in folders. Books on a bookcase. Seldom used items in another room. C. Make a habit of A and B. When you decide to change a habit, such as organization, select one at a time. Practice it constantly until you get better at it, and have changed your former routine. The more you do it, the easier it becomes. Susan Kousek Certified Professional Organizer® Susan Kousek is the owner of Balanced Spaces® in Reston, Virginia. She works with people who want to increase their productivity while still having balance in their lives. Susan can be reached at Susan@BalancedSpaces.com or 703-742-9179.
- 34. 34 Email is one of the most highly used modes of communication in the business world today. Some people love it, some people hate it, but everyone has to use it. In day-to-day dealings, it can sometimes be easy to forget about the person on the other end of the email. Developing the proper tone and familiarity level, while keeping the message short, sweet and to the point, takes practice. Learning how to craft emails that will benefit your business and build powerful connections is an invaluable skill. The effectiveness of the message comes down to the design. Working on becoming a better and more thoughtful writer will help you get more out of your email communications. Understanding the person on the receiving end of the email is one of the most pivotal components to developing lasting relationships. Let’s take a look at some of the ways to build relationship capital and use email to your best advantage in business. Mindful Messaging Building Relationship Capital: The best relationships, in business or in life, are built on a foundation of giving. Don’t only email when you want something. When cultivating a rapport with someone, you must plant seeds of good will before you expect to harvest rewards. Whether you are dealing with contacts, associates or clients, it is important to differentiate yourself from the crowd by establishing the things you can offer that give you an edge – your distinctive value. In order to learn how best to provide value, you need to understand the other person by getting to know them personally. In the beginning stages of a business relationship you must listen more than you talk. This task can prove difficult for some sales people, but it is essential. Learning about their pain points in business, the organizations they belong to, and their interests and hobbies is only possible by letting the other person do most of the talking. The valuable knowledge gleaned from early conversations will help you to incorporate personal touches into your email interactions. Understanding what type of content would benefit the other party is the key to building valuable connections. Providing someone with current news, valuable knowledge or any information that would be of interest to them may seem like a small gift, but will go a long way towards building relationship capital. Any time you send an email of this nature to a contact, you will be brought to the forefront of the recipient’s mind. It will also ensure they know you are thinking about them and going out of your way to provide value to them. Adding value without looking for something in return will foster trust and encourage your connections to look for an opportunity to return the favor. Orchestrating Thoughtful Introductions: Making introductions within your network can put you in
- 35. 35 a position of influence and help add value to your existing relationships. However, it is critically important to remember that your connections all have one thing in common. They are busy. If the recipient needs to search for additional information after reading an email introduction, they are left with a burden instead of a gift. In turn, they will be more likely to discard the email. Taking the time to carefully construct an introduction between two people is essential to avoid making any of the involved parties feel as though their time is being wasted. The introduction being made should be chosen carefully to benefit both parties and the email itself should be thoughtfully crafted to capture the reader’s attention. Be sure to explain why you believe the two people should connect and how they might be able to help one another. Also, explain any relevant background information about both parties. Including details about job titles, the companies they work for and their location is a must, but taking the time to brag a little about them is also a great idea. This extra touch of personalization will warm up a basic introduction, and will demonstrate how much you admire each person. When facilitating an introduction between two parties, you should think of yourself as a host. Prepare a detailed yet succinct message, and anticipate the needs or questions the person receiving the email might have in order to ensure the introduction will be well received. Include all of the necessary information so they want for nothing. Doing this will make them feel taken care of and appreciated. Taking advantage of an opportunity to make someone else’s life a little better is a great feeling, and can yield positive results in the long run. As you cultivate your business relationships, be sure that proper thought and preparation goes into every email you send to your connections. Taking the time to understand and look out for the needs of all of your business associates is the key to building reciprocal relationships. Incorporating these tips and tricks for crafting valuable emails into your daily business interactions will make you stand out from the crowd. Email is an extremely powerful tool that, when wielded correctly, can produce powerful results. Jerry Sarno is experienced in Fortune 500 companies and small enterprises. He specializes in Project Management, ecommerce and Account Management. He managed high performance teams in applications development, CRM and ERP software deployments and has worked in international project teams
- 36. 36 Do you have what it takes to be a successful entrepreneur? What exactly does it take to be a successful entrepreneur? According to Jim Clifton, Chairman of Gallop and author of a new Entrepreneurial Assessment called EP10, there are 10 specific natural-born traits which drive the world’s most successful entrepreneurs. The EP10 measures the intensity of these traits, giving you access to knowledge and self awareness that serves you in building and growing your business. The author specifies that this assessment is not a definitive source for determining whether you should or should not become an entrepreneur. It does provide awareness around your natural aptitude which helps you determine how and if you could either outsource or create more focus around certain areas. When coaching entrepreneurs, I always start by using this assessment. It gives me valuable insight into how best to support them, and is an incredible tool for the entrepreneur to begin to understand their own natural talents. It tends to explain a lot! You may be wondering what the 10 traits are? Of course we all want to “measure up” when it comes to talent, and the danger of this assessment is that once the results are reviewed, it can bring up some feelings of inadequacy. You know exactly what I mean, don’t you? We tend to focus on what we don’t have more than what we have. If viewed with the proper perspective, it serves as an amazing tool for leveraging your natural strengths and accommodating those gaps in your skillset. If your mission is to succeed, and you’re willing to take an honest look at your available resources, it’s an amazing resource. Here are the 10 talents: 1. Knowledge Seeker 2. Creative Thinker 3. Business Focus 4. Risk-Taker 5. Determination 6. Relationship-Builder 7. Independent Delegator 8. Confidence 9. Promoter When I first looked at this list of strengths, I formed an idea, based on the one or two word description, of which talents I possess. Turns out there were a few surprises for me, once I actually took the assessment! When I read the detailed description of where my natural talent lined up in each area, it made perfect sense. I was personally well served by knowing where my talent gaps were, and where my genius lives. My practice has always been to focus on strengths; leveraging that, rather than spending energy attempting to improve weaknesses. This is especially helpful when you are an entrepreneur, and you are potentially doing everything in your business. You may be really great at selling your product, and not so great at organizing receipts. Yet each function is important to the success of your business. The key is to see this, and to be willing to consider the value of outsourcing those tasks or responsibilities rather than doing them poorly. What is the impact of having unorganized or inadequate financial records to the overall profitability and measurement of your business? You, as the entrepreneur, get to decide this. As a business coach to entrepreneurs, our first work together is focused on creating extreme clarity about the use of one’s time. Time, it seems, is our most valuable commodity. Many of us actually enter business ownership for the time freedom we imagine it will bring to us. No more boss, looking over our shoulder telling us what to do, and when to do it. We want the kind of freedom we imagined we’d have if we’re calling the shots, and yet by not being organized and intentional, we run the risk of having even less time freedom. Entrepreneurs never punch out. We don’t generally get time away where we are not somehow Leveraging Your Entrepreneurial Strengths
- 37. 37 thinking about our business. It’s a blessing and a curse Things work best when we don’t trade one brand of prison for another. It’s essential to surround yourself with various skillsets, whether you beg, borrow, or trade, or buy the right to use those talents. Doing things you’re not good at will not only put your business success at risk, it will also suck the life out of you, task by task. Business is fun. Being an entrepreneur is equally challenging and rewarding. It’s not for people who live in excuse-land. It’s only for those that are brave enough to take an honest look at themselves, and to be willing to grow and change and ask for help. It’s an adventure like no other, and like any adventure, it’s great to have the right resources in your suitcase. Using the EP-10 is wise, as is hiring a business coach. Surrounding yourself with talented people who offer different perspectives is useful too. Leveraging your natural born talent is just one component for creating a phenomenally successful business. Arguably, it is vital to your success. Charrise McCrorey is a leading business and leadership consultant, life coach, writer, speaker, and entrepreneur, who specializes in serving clients all over the world. Her superpowers include a finely tuned sense of intuition, mad courage to say what is true, and an unremitting ability to inspire and light people up. She is an endless source of optimism, in an ever-cynical world. She’s the equivalent of Dorothy’s magic shoes, helping the people see what’s always been inside them, so that they use their natural talents to create a better future. Her work is powered by her commitment to asking provocative questions, which offers a productive space for the answers to emerge. Through a commitment to having conversations that matter, she encourages leaders and entrepreneurs to get clear on what they really want, while gently guiding them into bold action.
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- 39. 39 March 2015 Business Success Unlimited Just A Reminder… The BSU Mastermind Program has started back up online the 2nd and 4th Wednesday of March Every Monday Georgetown Plus Networking, Northeast Innovation Center, Forth Worth, IN • Meets every Monday at 11:30am • Join us for FREE LUNCH and A new way of networking • $3 & 2 Business Cards gets you in! • Bring promotional materials and be ready to share about your business! • SVP for a display table for $15 during the group Call Randi: (260)-312-7862 • Come Early & Stay late & NETWORK Every Wednesday Exit 25 Networking, Agaves (Exit 25), Fort Worth, IN • Meets every Wednesday at 11:30am • Join us for RELATIONAL Networking & Promote each other to Success! • $3 & 2 Business Cards gets you in! • Bring promotional materials and be ready to share about your busines Premier Women’s Network Michiana Premier Fort Wayne, 1st Tuesday Premier Niles, 1st Thursday Premier Angola/Auburn, 3rd Tuesday Premier Warsaw, 3rd Tuesday Premier Mishawaka, last Tuesday Call Mary Jo Smith @ (574)-514-5193 Women’s Business Bureau • Kalamazoo Country Ckub, Kalamazoo, MI 49006 • Contact Jan Murphy: (334)-560-6955
- 40. 40 Critics! Everybody is a critic.Ed Becher PPS Center for Protection, Security and Personal Safety LLC Having been in the security and protection industry for many years now, myself like many others have been criticized, have been critics of other’s actions and have even sat back and Monday morning quarterbacked other’s actions. Just today as I write this there is much debate in social media as to how a member of a celebrity protection team handled some paparazzi. His actions go against everything I teach in our 7 day Personal Protection Specialist class. He left his client’s side, he scuffled with the paparazzi, he pushed/they pushed. What did it get anyone? Well, for the paparazzi it got them some good photos and video of him fighting with them and for the client it got them some bad press. There are times in this industry when some people get out of hand and we do everything to keep our clients safe and help them maintain some privacy. But when dealing with celebrities this becomes harder as many times these same clients want all the publicity they can get, whether it be good or bad, as it gets their name in the hands of the media. But when it comes to us as business owners we need to use caution and be careful as to how the media portrays us. This especially comes true when an employee or client gets injured while on our company property. This is when all those critics will come out, questions will be asked, i.e., things like whether you the owner provided enough security and precautions to avoid the injury, assault or robbery. A number of years ago, I worked a very prestigious religious convention in Washington DC, handling both physical security for the event and protective security for some of the more esteemed members of the clergy. One of the attendees approached a member of the security detail and stated that a woman in attendance was not who she claimed to be and was in fact wearing his wife’s dress. Upon investigation, it was learned that this woman had stolen the gentleman’s wife’s convention ID, which also had her room key in it. Wanting to be a part of the convention and not having an invite or even the proper attire, she decided to ‘borrow’ some from this conventioneer. What part of
- 41. 41 this convention do you think got front page of the local paper: not the money raised for the church to continue its mission, not the list of celebrities; including Jesse Jackson; who were in attendance. Nope, it was the theft of the dress and this woman’s arrest. As much security as we had on site, we could not have prevented this theft, as the wife left her ID in the ladies room and never reported it missing till after the theft had occurred. But who do you think was criticized for this? Both the hotel and the security staff for the event. Did it change anything? No. As business owners, we will be criticized for our actions, and our inactions by many who do not know the full story behind what transpired. We cannot prevent every accident from happening, we cannot prevent every criminal from assaulting or robbing someone, but we can have measures in place that help to prevent them from occurring. Things like close circuit television, panic alarms, meeting in well-lit and highly patronized locations, letting others know where and when we will be places. Practicing our situational awareness and staying in Condition Yellow when we are out and about. We are responsible for our own safety and security and also that of our employees when they are conducting business for us. As a business owner, we have taken steps here at our office to increase security with the installation of a security camera in our reception area. Why? The security of our facility becomes vital to maintaining the safety of our clients, staff and visitors. If I am conducting an interview of a high threat client, I want to know who enters, before something hits the oscillator. Whether this be the victim of a stalker or domestic violence, or a high profile person within our community who feels threatened. When they are in our office space they need to feel safe and secure. When others our in our office space they deserve the same protection and feeling of being safe. So with this in mind, stay safe, stay vigilant and keep aware! Ed Becher, (Ret.) US Marine and Former Chief Instructor, US Dept. of State, Uniformed Branch, Diplomatic Security Service is the owner of Center for Protection, Security and Personal Safety (The Bodyguard Academy) which is a provider of training and resources to keep you, your staff and clients safe. He can be contacted at ed@thebodyguardacademy. com or by phone at (269)651-3355.
- 42. 42 Purple Cow by Seth Godin This month I am excited to introduce you to who I feel hands-down is my favorite author, Seth Godin, and his 2002 book Purple Cow. Before you dismiss this as a twelve-year-old stale book that can’t possibly teach you anything, give it a try. Seth Godin asks a simple, yet timeless question: What do spectacular companies (I’m talking the ones who hit records in growth and leave critics amazed when they outstrip established, mature brands) all have in common? They each have a purple cow. A what? Yes. They have a purple cow. They offer something really special. Sure, there are something like 57 standard varieties of cows, but if you saw a PURPLE cow in a field, you’d take a closer look. You’d get excited, ask questions, and get interested. You would talk about that cow…and ignore all the other cows in the field. THAT’s what companies like Apple and Starbucks have done that other computer companies and coffee houses have not. They are consistently amazing at what they do, every day. This creates remarkable buzz. Think about it. If what you offer is truly outstanding, it’s not hard to market…it practically sells itself. If your company isn’t offering your customers purple cows, maybe it’s time to take a hard look at your business. Are you selling ho-hum products with lackluster service? Or are you peddling lavender llamas? Give Purple Cow a read and let me know what you think. Never stop learning, never stop growing your business! Kristi Pavlik, Chief Visionary Officer at Adonai Business Solutions, helps entrepreneurs navigate their business journeys to success! For more than a decade, Kristi has been teaching entrepreneurs and small business owners how to transform big ideas into business models that support profit and growth! Active in the business management field for over 20 years, Kristi is a skilled professional who helps entrepreneurs from beginners to business leaders “get out of their own way”. She shows them how to implement practical, real-world solutions to their business speed-bumps, resulting in improved efficiency, increased productivity and significant progress toward their goals.
- 43. 43 • • • • • - — – -- • • • •
- 44. 44 The old saying is still very true today. We would like to celebrate that with you. If it means going out hunting, fishing, sports, renaissance fairs, we want to see it! Send us photos of you and even your co-workers playing hard. Then look forward to them in future SBF issues. To kick it off here is the staff from Small Biz Forward. Email photos to nancy@success4biz.biz Zachary Harker aka Timber Gray Wolf with some of his pirate Crew Nancy & Ed Becher
- 45. 45 what’s upat BSU Angola Connects – meets 2nd and 4th Friday of the month in Angola, IN. Businesses hold meetings in which they get to know other members of the group, both personally andprofessionally. Each meeting the focus is on exploring a different member’s business and learning networking/business strategies. Through support and interaction, members gainincreased confidence while building relationships and referrals with other business owners. You’re not alone, come share your story with us! Cost is $35/year and goes to the group for marketing purposes. Success Roundtable- meets 11:30-1:30 the third Wednesday of every month a t F e t z e r C e n t e r , K a l a m a z o o. This once a month meeting will give you theopportunity to hear what the experts say and interact with other business owners in a relaxedlearning environment. Each month a new speaker will share real world stories of how theirbusiness has developed and how you can learn from their experience. Members will gainvaluable insight on what it means to be “in business”. Your business education starts here, atthe next Success Roundtable! Cost is $30 per event. (This takes place in Kalamazoo, MI.) Business Abundance Development programs meet every Thursday from 7pm to 8pm. This is an online program. Members work together building key pieces of their business with the help and support ofothers in the group. An example is our latest 6-week series on marketing plans. Fromestablishing a target market, to identifying strengths, weaknesses, opportunities and threats(S.W.O.T. analysis}, this group will help you apply the fundamentals of business to your particular situation. It’s hands-on, and it’s real world... This group also focuses on the onething that is common to all of our businesses....sales. We discuss the issues that help us allfind more clients. Topics such as “Networking 101, getting to know each other’’, “Now thatyou’ve got all those business cards, what do you do with them?”, and “Social media dos anddon’ts” are examples of recent discussions. Cost is $25 per session. Mastermind Groups - meeting times vary; apply now for the next available group. Some are online, some are in person. Napoleon Hill coined the term”mastermind” in the early 20th century while working with individuals such as Henry Ford,Andrew Carnegie and Franklin Roosevelt. The idea is that when you have several peoplefocused on one thought, question or idea, you find solutions as a group that you would nothave found alone. Business Success Unlimited believes the same... it’s the power ofbrainstorming, accountability, support and education all rolled into one...it’s your very ownpersonal Board of Directors! Apply now- groups are hand-picked based on length of time inbusiness, type of business and your individual personality style. You will thank us later.... Cost is $95 for 12 hours (over 3 monhs). Success Roundtable – same time, NIIC Center, Fort Wayne, IN. Last Thursday of the month. See above. Success Roundtable – same time, tbd, South Bend.
- 46. 46 47 46 Member Values and Benefits Empowerment Circle Listing on Web and in Small Biz Forward Most Events Free Member-to-Member Discounts One FREE Business Card Listing in Small Biz Forward Yearly Listing on BSU Facebook Page Private Facebook Chat Group Subscription to Small Biz Forward FREE Quarterly 1/4 Page Ad in Small Biz Forward FREE Cost $49 Per MonthCost $75 Per Month
- 47. 47 Check Your Attitude A Self Examination Check the statements below that are TRUE. _____ I have a positive attitude. _____ I am eager to please customers. _____ I am always positive when interacting with customers. _____ I am always positive when interacting with employees and co-workers. _____ I choose to be happy and upbeat. _____ I remain positive when problem situations arise. _____ I control my own attitude. _____ I cheer people up. _____ I don’t make excuses. _____ I choose to be polite and courteous. How many were true for you? If you left even one unchecked (false), then you have room for improvement. Choose to Have a Positive Attitude, You’ll Be Happy You Did! © Customer Service Is Free / customerserviceisfree.com 2010-2011