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August 18, 2012 By Kathy Colaiacovo Leave a Comment

Whose Got your Back?

Whose Got your Back? I mean your entrepreneurial back. Entrepreneurs, Solo-Preneurs and Small Business Owners – in many cases they mean the same thing – a One Woman (or Man) show.

When you hold this much responsibility, one of the top things you need in place for your business is a Backup System, and I am not referring strictly to your computer, but all the other parts of your business.

The best way to determine how much of a system you require is to imagine yourself getting hit by a bus.

Now, you could end up seriously hurt, I am not wishing for that but what if it happened?

Keep imagining…if you are in a hospital bed unable to access your computer, office or do anything…what would happen to your business?

For many, without a backup system, it would be chaos. And much more so for your clients than you. Unanswered phones, emails, support calls – nothing is getting done because you are in a hospital bed.

The type of backup plan you need in place depends on what is NOT going to get done if you were not there to do it.

You need to create a system so that, if this happens, there are people that can step in and, at the very least, contact your clients and let them know what has happened. Depending upon your business or service, you may need more than this, you may require someone with access to client projects and work, and can hand this information back to the client if the bus accident was very serious. If you cannot tend to the clients, as loyal as they are, they also have their own business / life and that will have to continue on. It is your responsibility to make certain there is a backup plan so that they don’t have to worry. Your family will have less worry and stress as well, especially if you have people hounding them for information that they simply do not have.

Start by picking a trusted person to help with your backup plan.
Then, create a master list of access codes and passwords. Someone may need to get in your email. (In my business, we run the business primarily through email. If those were not accessible, it would be chaos.)
Create a document that details what would need to be done to keep business moving or to get in touch with clients.
Give the trusted person access or access to a place where these codes / plans are.
Create a list of what needs to happen should you be unable to do anything.

From here, there could be a few more steps or a long list of steps – it is all dependent upon the business. But definitely get something in place. Someone has got to have your back for the times situations like this can occur.

Backup systems are not just for your hard drive!

Technorati Tags: creating backup procedures, Customer Service, small business management

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July 30, 2012 By Kathy Colaiacovo 2 Comments

How a Passionate Feeling can turn into a great Blog Post for your Business

finding your passion in business 200x300 How a Passionate Feeling can turn into a great Blog Post for your Business Blogging is one of those online networking and marketing tools that often gets misunderstood because it can be hard to come up with ideas… HAH! We all can be bloggers, you just need a little help to get inspired.

I was talking with a client yesterday and she was sharing a very inspirational moment she had when talking with one client of hers. Understanding what happened to her will help you see what I am trying to teach you today… so bear with me and read the story.

Maddie, is a CPA, and works with small business owners in a very different way than most CPAs. Not only does her accounting firm / team look after clients bookkeeping, taxes and more, she also coaches the clients through new processes that can help them implement a better system for their books, accounting and taxes. \In almost every case these better systems saves her clients time which equates to money. So, she was talking with someone who was really fretting about her receipts and how disorganized she was. How these slips of paper were stuck in her mind because they were not getting the attention they needed.

Now these slips are not an integral part of this woman’s daily business and her revenue generating work – but if never completed, sorted, filed and reported, then these annoying pieces of paper will indeed turn out to be the little pieces that can crumble everything. Generally if your books and taxes are not done, not only will you have no idea where you are financially, but the IRS (or revenue Canada) will come knocking at your door.

Maddie was frustrated because she had not been able to get this client to understand that someone else can look after those receipts. That she needn’t be thinking about them let alone setting aside time to sort them. She has better things to do in her business. Finally after saying what she had been for a while, the way the words came out made the client realize that she could indeed get someone to take this task on. It was quite the epiphany and Maddie was so excited that she had finally gotten the buy in on why this was not a necessary task for her to do directly.

The feelings Maddie had been having are why she is so passionate about her business, about teaching clients how to create better systems that allow them to change the way they handle money and finances – essentially they end up rewriting the client’s money story. Making it work better and help them achieve their goals and dreams. So, when she runs across someone who is stuck on a box of receipts and is letting that box of untouched work continually play on their mind, continually make them think they have gotten behind and continually show up as something unfinished, it build ups stress – unnecessary stress. Maddie sees all this and her passion comes out as she tries to get them to see what this box is doing to them. When she finally gets someone to see the light and she hollers:

YES! Newsflash!!! You don’t have to sort your own bookkeeping receipts!

…. This is the passion in her business and we all have it somewhere in ourselves when it comes to our own businesses. After all that is what makes us so good at what we do.

Now you ask… How does this all translate to a great Blog post?

Quite simply there are 4 parts to what happened above in the story:

Client had a problem
Client works with you to figure out solve the problem
You have the solution and get client to see how you can help
You implement the solution and client’s problem is solved

What makes up a great business blog post?

Writing about a client’s problem
Showing people how you have the solution
Sharing how you can implement the solution
Using keywords in your blog content that helps people find you online

You can see how both mix together… the story matches what makes a great blog post. It has all the parts. The trick is recognizing when these opportunities happen and understanding that you have a blog post in the making and then writing it down.

In Maddie’s case she felt the need to post something on Twitter… a way of releasing her excitement at her client’s revelation. I have been working with her to help her build her online and social media presence, part of that is learning to be real and share things online that let people see who she is and what her business is about. Her Passions in life and business will make up her online Persona. So when she had this revelation she fabulously went right to twitter and posted a Tweet:

Newsflash!!! You don’t have to sort your own bookkeeping receipts!

She was releasing her passion about what she does for a living. And in her tweet you can see that come out. This is the key factor in getting your contacts online to see the real you – the person who has the passion in life that is their business.

This is also the first step in recognizing a blog post opportunity. If you feel the need to shout out, or write a tweet or share something on Facebook, stop and look at what you are talking about. What has happened to make you want to write a tweet? In most cases it will be just this same type of situation.

Yes, Maddie … you have a blog post.

You may not always have the time to write it all out in the heat of the moment, that is why I keep a little blog notebook at my side. Stop and take 30 seconds to jot down the important parts and come back to it later and write the blog post.

These are the best types of posts as they are based on real life situations and speak directly to your target client.
So next time you feel the passion coming out in what you are doing… stop and think. Why am I getting riled up? What is happening and can this be a teaching lesson I use on my blog. Chances are you will find yourself with more blog posts to write.

You can read this past blog post on how blogs help your business…

Technorati Tags: blogging for business, blogging topics, Customer Service, Marketing

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December 2, 2011 By Kathy Colaiacovo 2 Comments

Words never said enough: Thank you for a Job Well Done

A big (BIG, really BIG) Pet Peeve of mine is that more people send negative feedback than they ever do positive. And even worse, this has trained us all to expect the bad and not the good.

When I worked at Royal Bank years ago, one of my jobs was the Information Desk. You know, the main front desk where everyone stops to get information – who to see, how to do this etc etc. Not many people liked to cover my desk when I was away for a few reasons:

You needed to know a lot about what was going on in all areas of the branch.
You got a lot of complaints here – banks cards eaten, not working, big lineups, can’t see banker because of no appointment booked etc etc. Lots of negative things.
It could get real busy.

My philosophy was always to help out everyone to the best of my abilities; solve problems, fix things, and then of course the go the extra mile to help. Yes, you got the crappy stuff all day long – but you also got the good stuff, the people so happy you helped them, so appreciative of your services. I always said the good may not have outweighed the bad, but the good was so good it would wipe out all the bad.

That’s how I am with service now, I comment on both good and bad service received. But my good always outweighs the bad – that is my personal policy on giving service comments. I have made it a personal commitment to prove to the world people do give feedback on good service too.

In doing so I have learned a few tricks, and the # 1 trick in in how you ask for the comment card. When asking staff for a comment card to fill out, indicate something like this :

I wanted to share how happy I was with the service today, do you have a comment card I can fill out?

If not, you will cause a panic situation. As soon as you go up and say to someone:

Can I have a comment card?

Most times you will get a response like:

Is there something wrong?
Can I help you with a problem?
Did you have an issue with your service?

Others may hear you as well, and come over to offer to help fix the bad service you obviously received since you are asking for a comment card. We have all been trained to expect the worst. I’m not saying feedback on bad service is not to be shared,m it needs to be, no one will learn and improve if not, but share the good too!

So… why not try this out yourself? Those simple words, “Thank you for a job well done” should, in my opinion, be said more often that they are.

One of my most recent comments was about an employee at a Building Supply store here in Dartmouth, Kent at MicMac Mall. We have been dealing here for years and have done some kitchen renos recently. After a fabulous service experience with someone there, I took a minute and filled out the card at the service desk. (I try to do this right there so I don’t forget why or the name of the person who helped me).

What surprised me about this feedback, was when a few weeks later received a letter in the mail from Kent, thanking me for the comments and letting me know that the associate would be receiving a ‘star’ at their next team meeting. (One of the few times I ever had a comment acknowledged – a great practice for any business to implement and one that will encourage more good feedback I am sure!). Even better, the letter came from the Human Resources Department at head office… it was so nice to know my good words went far and wide. That letter made me feel great.

We also had above and beyond service from the contractor who did our bathroom and kitchen renos… so we sent him and his family a fruit bouquet (*See picture* It’s a really cool thank you item to send anyone , it was from Fruitful Expressions a local biz here) – this totally surprised him and his wife, as it probably is not something that happens often. People would say thanks, great job – but not always take it a step farther.

His wife called my contractor immediately and then he called me. Everyone was happy, them for the thought and acknowledgement of a good job and me, because they appreciated my thanks.

Thank you for a job well done

Words that can change the world and the attitudes of everyone you encounter. I challenge you all to send one positive feedback item every week of your life. Your mood and the mood of others will change, I guarantee it!

Technorati Tags: customer feedback, Customer Service, excellent service, negative feebback, Small business

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September 8, 2011 By Kathy Colaiacovo 2 Comments

Missing appointments? This Tool can Help

Last week I scheduled an appointment with a renovation company to go over possible work, get an estimate and get it started. I am asking this of someone who I have worked with before, so the odds are good I will hire them again, and home renovations is not chump change.

But they ‘forgot’ about me and never showed up. When I called because I wanted to check on when they were going to be there, I was told “Oh I completely forgot, sorry. How about Friday morning?” This could be enough for some people to say forget it, you missed this appointment, how will you be when it comes to doing the work? Your presence for consults or estimate say a lot about how you work – making them appointments you should never miss, never forget. I will give them one chance, and frankly if they are not here when noted; I will be writing them off.

As a small business owner working in a any business but even more so a business like home renos or other work where you get calls for estimates and have to followup on these you need an easy reminder / appointment calendar system. This is a must if you don’t want to miss out on business.

Most likely you have it already and just do not use it. Few people working in the trades these days go without a cell phone or smartphone, they are on the go and do not want to miss call or be unreachable. That phone is the answer. Almost everyone of these devices has a calendar system of some sort. USE IT! Make this calendar your friend.

Learn how to enter appointments in your calendar and set reminders as well.
Have reminder times that make sense. If it takes you on average 30 min to get to an appointment (if in person) then set your reminders 1 hour ahead. Give yourself reminder time to be on time, if you forget a lot.
Use it immediately. If someone emails, then move that email to your calendar and setup the appointment. Or once you hang up the phone then enter the name / info into your calendar right there. DO NOT do one other thing until this has been done.

It’s all about keeping yourself organized no matter what line of business you are in. I have even started getting my 12 year old son to start using his phone for his homework / assignments. It’s the one device he always has on his person, so we’re using it to make certain he stays on track.

What tools are you using to stay on track? Please post a comment here with other tips you have to share.

Technorati Tags: Customer Service, efficient business, office organization, Time Management

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August 11, 2011 By Kathy Colaiacovo Leave a Comment

Customer Service Response Time – What’s Yours?

Response time is one of the most important parts of the job for First Responders – Paramedics, Firefighters, and Police. These divisions of services for cities all over the world focus on their response time as a large part of their business planning. They have goals around it, they review it often and also analyze it looking for ways to improve. The improvement and focus is needed because for First Responders; 30 seconds can actually be the difference between life or death for their ‘clients’.

Small business owners sometimes do not realize how important response time is as well. Response time? As a Small business owner?

Your response time to inquiries for business and to service requests is vital to your success. Especially, (ESPECIALLY!!!) as a small business. You need to be certain you have a system in place to respond to customers, potential or current, if you want to grow your business. If you don’t you may simply be letting business walk out your door!

I bring this up, because over the past two weeks I have personally experienced very bad response times to two different requests. By sharing them, and one is really amazing, I hope to open your eyes to how important your own response time is.

EXAMPLE 1: Coaching Services offered via a website
After I returned from a conference in July, I made the decision to hire a business coach. I had some names in mind and set up two interviews and then a friend recommended another person; so I went to her website and did some research. It looked promising and I filled out the online coaching application form that asked for specific info from me and promised a response within 48 hours. (I was a little concerned by the mentions over and over to white list her email to make certain I got her reply).
Two days later, still no response. So back to the site I went, (after checking my spam folders) and sent an email via the online contact form. I asked how long the coaching application takes as I had sent it in 2 days earlier. Again I wondered about the excessive warnings to whitelist the email.
By the next day I had completed the other two interviews and was mulling over my choices to make a decision.
One week to the day from when I filled out the application, I received a response. And in my opinion, a sad response for what I was considering. It came from a colleague who apparently helps with the coaching, but did not really explain the relationship and why it was not the actual coach responding.
My response was very simple:

I had sent my original application and then a followup email a week ago as I had not heard back on anything sent to XXX via her website.
I already interviewed with two others and have made a decision on which coach to sign with and we have started the process.
Sorry, but your followup, or lack thereof, put XXX out of the running after 48 hours.

And that last line was true – She was absolutely out of the running when she did not respond to me by her promised time. My thoughts?
If she can’t even answer something like that in a timely way – how is her coaching process?? I also let the referrer know about this and you can bet she won’t be passing her name around anymore.

EXAMPLE 2: Local Service to fix our driveway and repair the stone wall beside it.
We wanted to make our driveway wider, which meant tearing our part of a stone wall, replacing some and also the driveway repaving and a new set of stair to the house. A BIG Job.
I had been given two names from a neighbour in a related industry. So, in early July I called them for quotes and booked appointments. “Mike” showed up exactly on time, “John” was not close to his window of time, a day late.
Both got the idea of what we wanted and said they would work up an estimate and get back to me.
Mike called to book a time and drop his off, on Monday. His estimate was done with the two additional options I asked about and was very detailed.
John never showed.

Mike got the job and we are in the process of getting permits etc to move ahead.

Response Time!

Do you see how important it was in both of these examples?

As a follow up (and my inspiration for this post today) Yesterday, that is August 10th… Yesterday ‘John’ showed up at my door. His truck was outside the house for about 15 minutes before he knocked on the door.

He smiled and said, “I bet you thought I forgot about you?”

I honestly was dumbstruck… was he actually here to deliver his estimate??? 40 days later. That’s forty!
Indeed he was.
He handed me a piece of paper as he finished writing on it (hence the 15 minutes parked outside!!!) And there I had it in my hand. It was 3 lines, not detailed at all and missing parts of what we asked to be included.
I took the paper and said thanks. He took me by such surprise that I did not tell him what I should have, I did that by phone call today.
I let him know that I had hired and chosen someone 5 days after I saw him. Telling him that when I look to someone for business, once I am told you will send me an an estimate, I wait and don’t chase them down. You didn’t give me one.
His response was simply : “Oh…”
I took that to be a good reality check!

Response time is VERY important

This will be how your customers view you and your actions will be a determining factor in their opinion on your service. You might not be a First Responder, but your response time dictates many things to a customer.

I have a system in place on my website. The contact email goes to a special email account, and they get placed in a special folder automatically on my email system. I KNOW when I see one there that someone has contacted me via my website. My response time has a goal of 24 hours maximum, and sooner if possible. It is important to be aware of how long it takes you to respond.

Today, in fact I spoke with a business owner who was getting lost in these very emails. She was not able to respond in a timely manner to website inquiries and had realized her time management issues were costing her money and clients. She has now hired us to take care of her email and calendar management. Her forte is making beautiful cakes for weddings and special events; and making time to get to emails was difficult. So… we now are setting up a system to make it more efficient for her, and we will monitor and help her with contacts, inquiries and appointment bookings. What will she do? Simple.

Serve more clients and grow her business.

What goals do you have in place for your response time to business inquiries? Have you ever really thought about how important it is before, if not I hope this post inspires you to do so. And please, any other response time tips are most welcome in the comments section. Share your systems!

Technorati Tags: Customer Service, efficient business, sales consults, Small business