Case Studies

In the long run, to build a business it is imperative that we have other people on board to share in the driving responsibilities as opposed to passengers who are just along for the ride.

The Case Study:

A professional service provider business was making a concerted effort to have a plan in place for each service provider to grow their own business, as well as grow the company as a whole.  Like many professional services industry providers, photographers, aestheticians, organizers or massage therapists, they simply want to do what they are trained to do.  They do not want to build their own book of business or "do sales." The owners in this business were so committed to growing the team, that they held monthly team meetings and helped staff to make commitments.  The team was given guidance with 30-day plans to help them grow their business.  The owners even held them accountable by providing time for all to share what happened during the month at the follow-up meetings.  The owners went out of their way to purchase a seat at a networking group.  The whole team was feeling connected about the opportunities that now existed at the company and there was a feeling of optimism and excitement in their air.  One of the employees made a commitment to attend the company networking group for the first 6 months.  No more than a week into her commitment, she came to the owners and said, "I want to be paid for my time at these meetings."  The owners became disappointed and confused at her change in attitude.  Some place along the way the team member forgot that she did not own the seat, but the company did and this was a huge company perk.   Just when things were moving in such a positive direction, one team member took a well intentioned marketing benefit, and instead of helping to drive the bus suddenly became a passenger.

The Outcome:

The owners took their time to track any miscommunications that took place on their part.  They took stock of how everyone else on the team was committed to this opportunity to grow.  As much as the owners wanted to make this relationship work, they also realized that in order to lead this company in the right direction, they would have to have a heart-to-heart with this disgruntled employee.  When they took a good look at her past performance, they realized there were a lot of red flags in terms of obtaining or retaining clients, and this was just a continuation of the same attitude.  This was a great lesson for the owners.  As a result, they were able to set the true roles and responsibilities for future hires as well as with the current team.  This experience solidified their resolve, and they are as committed now as ever to having as many bus drivers as they can for the long haul.

Often small business owners say they hate negotiating, but the reality is for many businesses, the ability of the owner to negotiate with vendors, customers and employees is a key factor in the success of the business.

The Case Study:

Recently a client told me that they had a service that many people were interested in, but negotiating price was a major issue. Many business owners feel like they are not skilled at negotiating with clients and vendors.  I asked this client, "How many pricing and payment alternatives did you consider and what have you done to negotiate the deals?"  She looked at me with a confused look and said, "What do you mean, the price is the price? "

The Outcome:

In helping this client to look at some key factors in negotiating and learning to be less "I" focused, she was able to close a number of deals.  The best deals are the ones that benefit both parties.  Also, the best deals are never made unless both parties understand that they are on the same team, looking for the same outcome.  Discord, arguments and emotional negotiations tend to occur when people are focused only on what they want.  However, if both parties come to the table to find an alternative solution, they may just find a creative way to get around the money issue such as, reducing the level of service, dividing the service delivery over two budgetary periods, or even increasing the scope of the project to tap into additional resources.  In the book, Crucial Conversations, there are 3 major points to consider when having conversations where the stakes run high.  1) What do I want for myself?  2) What do I want for others?  and 3rd, What do I want for the relationship?  When you are with a prospect that likes you and likes the product or service you are providing, anything you can do to compromise with someone and not work against them will be in the interests of both parties involved. Every business owner, regardless of size, can improve the profitability and performance of the company by simply improving in the ability to negotiate deals.

Is negotiation an important part of your business success?  What have you done during negotiations that have helped you to reach a better deal?

In today's world of social media and a highly competitive marketplace, it is imperative the customer walk away saying, "wow that was great!"

The Case Study:

In a 1 mile radius, in a 6 month time span, three nail salons opened their doors. The first one that opened was big and new, with a large parking lot and was located on a main drag.  The owners were so happy to greet everyone that walked in the door and make them feel special...extra massage time and hot towels for everyone.  Within 2 months time, the place lagged in its cleanliness and the appointments were rushed while the television blared so loud that any chance of a relaxing environment was surely lost.  Soon another big, beautiful spa opened nearby; bigger than the first, brand new, with a friendly receptionist, and a quiet TV.  Everyone was happy to see the customers walk in the door.  Within a month, no receptionist was there to book client appointments, the manicurist was left to take calls in the middle of the manicure and again, clients were rushed through.  Within a few months of the second spa's arrival, a third spa opened, tucked in the back corner of a little strip mall, the new arrival was smaller, but clean and lovely with a great opening promotional special: "Pay for one manicure/ pedicure and receive a complimentary manicure/ pedicure."  In searching for the right experience at the right price, clients fled to spa number three to give it a try.

The Outcome:

At the third spa, we walked in the door and felt very welcomed.  Upon arrival, we were offered free soda, coffee or tea.  As we were escorted to our pedicure chairs, for which we actually got to sit next to one another, the attendant got us comfortable and then handed us iPads for our use while she worked on our feet.  During the pedicure there was very special treatment.  From the massage to the hot stones, to the attitude of the staff, to the attention to detail was remarkable.  My daughter and her friend were thrilled.  They immediately went to their Facebook pages and Twitter accounts and started raving about the place.  With social media everywhere now, it's easy to share a good or bad customer experience.  The customer experience is crucial, it is the game changer!  The real trick in business is to always follow the golden rule: "Once you get them in the door, make sure you remember who the customer is and ensure a satisfying experience every time."

Finding effective ways to address negative attitudes at work can have an impact on the bottom line.

The Case Study:

Jonathan knew this was another high pressure day at work where an enormous amount of work needed to be done. When he arrived at work, he spoke to a co-worker and said, "We don't even have the resources we need to get this job done. Why do they think loading me with all of this work and pressure will make things better?  What do you think Mary?" Mary answered, "I think the pressure is good.  It makes us feel like we are really a part of change and growth."  Before she could finish, Jonathan cut her off saying, "I would rather they leave me alone to work on one thing and get it done than pile me with work."  Mary attempted a few more times to change his negative attitude and approach to the work environment but found it futile to argue or try to change him.  His constant complaining was infecting the work place and everyone around him.  Over time she needed to stay away from him as emotions are contagious and can bring down even the most positive, productive people.

The Outcome:

Complaining and criticizing has become epidemic.  The problem is that negativity spreads.   For most, this issue requires us to find productive methods and develop a positive, solution-oriented attitude toward the inevitable day-to-day challenges we face.  There are a lot of opportunities to be affected by outside factors which include everything from job responsibilities, supervisors, colleagues, office supplies and even the weather!  What's more, repeat offenders are actually unaware of the impact they have on everyone around them. It is important not to buy into their misery. When they are complaining, try to stay positive and do not argue with them.  Here are three recommended responses you might try to break the pattern:

1. Ask, "Is there something specific you think I can do to help you?'
2. Ask, "Did you want me to comment or just listen?"
3. Say, "I am sorry you feel this way, I don t happen to see it that way".

As a business owner, it is important that you are aware of all the issues that affect the health of your business because they all have an impact on the success of your business.

What have you done to improve the work environment at your company?  How do you ensure a positive work environment for you and your employees?

It's no simple task, but there is growth in recovery.

The Case Study:

Small business owners desperately need time off and every year, around the holidays, entrepreneurs learn that it's tough to take even a week or two off; even a few days can be tough. The self-employed person pays for their 'fun' twice: the cost of paying for those holiday gifts, and the revenue lost from not working.  It is tempting to just keep grinding away, but actually that can be counter-productive.  By finding some time to reflect and recover some of the best ideas and marketing approaches can be hatched.

Here are a few suggestions on how to make your time count:

Plan Ahead:

Let your clients know if they need anything to let you know in advance.  You don't want to have any unnecessary stress right before your much needed break, and you must avoid the half work/ half break trap that so many can fall victim to.

Watch Your Business Cycle:

Understand what your business demands will be and leave space for last minute demands.

Use Automation:

Set an auto responder for your emails to let the customer know what to expect.

If You Must:

I recommended make a commitment to a limited schedule of "work breaks."  For example, try to schedule one hour a day and stick to that time frame. Choose three to five high level tasks you need to accomplish in that time frame. Stick to your starting and ending time!

The Outcome:

The benefits of time off can be preventative in nature.  Time off can curb burnout, stress, and the mental and emotional effects that tend to follow a non-stop, work-only lifestyle.  Aside from these obvious benefits, a commitment to taking time off is a commitment to work-life balance that says to the people in my life (e.g. family and friends) they are as important or more important than work. With this in mind, I wish you a wonderful, relaxing yet productive and prosperous holiday season!