...Above all, try something.
Subprime lending. Recession. Economic slowdown. Rescue plan. The vocabulary of the day. As I troll through news articles and blogs in Net News Wire (the best RSS reader ever) it’s hard to remain my normal cheerful self. I’m not being overly profound in saying we’ll all look back at these months as remarkable.
In our business, we’re fortunate to speak to many talented, energetic small business owners. Their experiences run the gamut, from those rare businesses that thrive in a down market to those seemingly unaffected. But we’ve talked to far too many good people who’ve been hit hard.
A good indication of business health is the amount of customer mail we get returned undeliverable. We’ve received bins full.
And Acclivity? How has it affected us? We’re far from immune. As small business goes, so goes Acclivity. We’ve seen our single-digit growth turn into double-digit…opposite-of-growth. We’ve eliminated positions. Tightened spending. And become as focused as ever on finding those enterprising entrepreneurs in need of good Windows and Mac accounting software.
We’ll weather the storm. We all will. But the question is “what can we do now?”
It’s at precisely that moment, when I feel as if we’re all at the mercy of this unwieldy, ambiguous thing called the economy, I’ve been calling on a bit of Depression-era wisdom dispensed by FDR I heard recently.
“It is common sense to take a method and try it. If it fails, admit it frankly and try another. But above all, try something.”
Above all, try something.... But beware of the Company You Keep
- We need to be clear about our mission.
- We need to re-visit expenses to ensure that they support our mission, that variable expenses are managed on a timely basis, and that fixed expenses are in fact 'fixed'.
- This way we can ensure that all available resources are focused on serving our client's ‘real’ needs. </div> <div> 2) Do all you can to provide all required resources:
This might require investment in technology but, most importantly, in training and support. As Ford has often stated, 'Quality is Job #1'... we simply have to be the best that we can be. </div> <div>3) Deliver your services in as timely and cost-efficient a manner as possible... Simply put, we need to: </div> <div>- Deliver more and better value for the same or lesser cost
(If you are fully prepared with all the tools at hand, you can potentially satisfy the client's need in less time and, possibly, charge more on an hourly basis... Yes... in challenging times you can increase your rates but only if you truly deliver value.)</div> <div>- Focus on ‘Value’ Services:
This is particularly important to recognize if part of your business has included 'lower-level' services where you have been charging 'higher-level' fees ... if this is the case, consider:
- Empower your clients:
In good times clients’ often prefer to pay others to do some of the ‘grunt’ work, even if they are paying ‘higher-level’ fees for the service. Perhaps you should be pro-active by identifying these opportunities to your client… they will certainly appreciate your candor and you might benefit more by:
….. Training them to manage these ‘lower-level’ functions in house… OR
….. Find competent partner or employee or associate who can deliver the service at a more competitive rate… this can be a win-win-win-win situation where:
a. You preserve your value to your client.
b. The client gets ‘two-for-one’ service… they know that you are still <span> overseeing that area (for which they are prepared to pay a modest premium) but they have a second level person they can call on.
c. You have more time to focus on ‘higher-level’ services which normally pay more and which, perhaps, give you more personal satisfaction (it’s not always about the money).
d. You can build your business with more ‘value’ clients so that you are less exposed with the inevitable loss of one or two clients who may find that they simply can no longer afford your services.</span></div> <div>- Be as immediate or timely in your response as possible:
Delayed responses, and problems left unresolved on the first call, leave the customer frustrated. Little problems become even more aggravating... get the client back to work as quickly as possible.
</div> <div><span>4)<span> </span></span>You’re not alone:… As an Acclivity Partner you have access to perhaps the strongest and most experienced group your heart could desire… from Acclivity staff, to other Partners and, most importantly, your existing clients. All you have to do is ask… If you’re unsure, or if you have a great idea, just be sure to speak up.<u>
</u>- Use the discussion forum… and make every effort to ‘give as good as you get’.
- Monitor and participate in this blog.
- Listen up… everyone you meet knows more about something than you do… and it’s all free.
</div> <div><span>5)<span> </span></span>Be a real ‘Partner’:
Our businesses are very much built on a foundation of successful end-users. Do your part, but do not forget for a moment that it is Acclivity who delivers the world-class products and services that your business is built upon… make sure that your plans include an real effort to:
- Encourage your clients to fully subscribe to Acclivity’s services; and
- Put a few more ‘Bums into the Bleachers’. Be an evangelist in all that you do, so that you don’t miss out on opportunities to grow your business, and Acclivity’s as well.
</div> <div><span>6)<span> </span></span>Think Positive and Be Careful with the Company You Keep:
There is no shortage of bad news, and the media gives it far too much attention… there is good news as well. Attitude can be self-fulfilling. Be sure to share good news with both your clients and your partners.
Seek out positive partners, and be sure to avoid those negative people who just suck the life out of you.</div>