Something that ALL Entrepreneurs Experience

Entrepreneurs, by definition, are risk takers. They are not happy with sitting back and working the status quo. They, are, then, always looking for that next big thing. Challenges and risk are a big part of their everyday existence, and they are not truly happy unless they are taking on at least something a little bit risky. Something that goes along with this, however, is a sense of being alone. Of making all the decisions by themselves. Riding the waves without necessarily having a strong support system around them. And what that creates is a sense of loneliness.

Here's an example that I bet a lot of you will be nodding their heads over: You've just quit your job to go out on your own. You've had a passion to do X for a long time and finally just had the feeling that if you didn't do it NOW, you never would. So, you took a deep breath and jumped in with both feet. Now, however, you're sitting at your desk, totally overwhelmed because you have no (or few) people who are buying your product/service. There's no money coming in -- and LOTS of money going out. Since you don't have your paycheck to rely on any more, you dip into savings, retirement funds, and even borrow from family -- just to keep going for a little bit longer.

At this point, you have a lot of people (friends, family and strangers) telling you that you were crazy for quitting your job. You hear things like, "Why don't you just find a new job." "We can't support silliness any longer." OR, "If you don't start bringing in money SOON, I'm going to wash my hands of you." WOW. These are the people that you thought would always be there to support you, to understand your excitement, your passion, your vision and your dream. But they've abandoned you. You look around and there's NO ONE THERE. What once was what made you jump out of bed in the morning, ready to take on the day, is now something to be feared and dreaded.

Does this sound like you? Do you feel all alone and don't know where to turn? I've been there -- more than once. I am a true entrepreneur: I've had a business of one sort or another since I was 12 (that's only about 40 some years). I love what I do, but there are times when I hear my best friend's words echoing in my head: "Go get a REAL job." And I stop for a minute and say, "Ok. I need to decide". But then, for a number of reasons (age, health, experience in anything other that what I do) keep me from moving ahead along that road. But -- first and foremost, get a real job? My business is NOT a job to me; it's so much more than that. If it was just a job, then yes, why bother with all this -- let it be someone else's worry. I would just do my tasks, go home at the end of my shift and collect a pay check. BORING!!!!!!!

So what do you do? If this is a description of you, there are some things that you can do to help alleviate those thoughts and feelings. Find others that are in the same situation. Regardless of what your business does, there are others out there that are going through (or have gone through) much the same emotions, the same needs (money, clients, etc.), and are there to support you and share with you. This is the first step to eliminating the sense of aloneness. 

The second thing to do is to join a program or find a coach that can hold your hand, show you ways to do things that you might not have thought about, tell you things that could/or probably wouldn't work. Be there to be your guiding light when the world gets dark around you.  But how do you know who's right? Ask others, do your research, talk with several practitioners and get a sense for who "feels" right. Then use that risk taking mode and jump in. Be careful if you sign any contracts tying you in to any period of time. You should be able to get out if the fit just isn't right. But, when you do find the right person, your world opens up and the growing begins.

If you'd like to see if we're a good fit, contact me at nancy@success4biz.biz and let's have a chat. I'm happy to help and having been there, done that, I get what you are probably going through. In the meantime, sign up for my e-newsletter athttp://success4biz.biz. Thanks all for reading, and have a great week!

Is a Dream JUST a Dream?

There's an argument going around the Internet about whether a dream has any place in business: some say that dreaming is just wishful thinking and will never get you anywhere.  I, on the other hand, totally believe that if you don't have a dream, first, you'll never get to have a successful business. I'd love to hear your thoughts. So, do you have a dream? It is perfectly acceptable to day dream, sit and dream, dream through the night ... it's what you do with that dream that makes it a part of a business. You must act on it in order to turn it from a sigh and a wish, to something tangible and a value to yourself and others. The first step is to figure out what the dream means to you: is it something that you would like to pursue and make into a reality? If so, then how are you going to do that? Who is your client, how do you want to sell what it is that you are creating? These are all important parts of the creation process. Many of you know my favorite business concepts come from The Wizard of Oz. There is so much to be learned from the stories within the story itself. Did Dorothy have a dream of her time in Oz? Was it just due to a bump on her head? Or was she really there? Throughout the whole movie (book) Dorothy has a clear mission -- to get back to Kansas. Everything she does is focused around the fact that "there's no place like home." Do you know where you're headed, and do you have a clear mission? Dorothy, the Scarecrow, Cowardly Lion and Tin Man all have their own missions, but they have a common goal. To get to the Wizard so he can help them. They things they did to get there probably could have been done by each alone, but it was made much easier and a lot less lonely (perhaps even fun?) because they did it together. Are you involved in programs with others so that you can get to the end of your mission more easily, with fun along the way? Take a lesson from these four friends. Then there's the lesson of just don't give up. No matter what the four went through, and how they thought they were finally coming out on the winning side, some new calamity befell them. The moral of this story is Don't Give Up. Keep on truckin' til you get to the other side. When the flying monkeys came, that just sent them off with more "sticktoitiveness" and determination to get the job done. What do you do when the going gets rough? As kids we all watched the Wizard and sometimes had nightmares about the wicked ole' witch. But for me, it was the start of my dreams -- the dream of being Dorothy and finding my way to the Emerald City where I might actually be a new and better version of the wizard. What is your dream and is it only that or is it a business?

Don't Forget About Us Little Guys!

In looking at ways to grow my business, I am constantly talking with others about what I offer, who I offer it to, and the costs that are reasonable to charge for consulting services. And I am also constantly being told I'm nuts because I want to work with small businesses -- the moms and the pops that are just trying to get started, but don't know where to turn. The guys that are looking for ways to grow but when told it will cost them $1500 (or more) a month in consulting fees, they pull themselves up by the bootstraps and say "I'll do it myself. They have to be crazy to think I can pay that much." I agree, and say much the same thing myself.

I've been there. I know what it means to want help and support, and then be crushed by the thought of what I would have to come up with -- and would it really be of benefit should I come up with it? There are so many coaches and consultants out there that are crying into the wild uncharted world of the Internet...Come to Me, I can help. Yet, how often do you reach out and find that they didn't really know anything more than you already did? I've been in that situation more than I can count. For example, I won a FREE consultation with a well-known Internet marketer who promised that she could get me from $0 to Thousands overnight if I did what she told me to. So, I signed up for this wonderful, miraculous experience and waited. The first time, she didn't call. The 2nd time, after being 10 minutes late calling, she told me I had (this is a 30 minute call mind you) 10 minutes to tell her about my business and what I was looking for. Five minutes into my discussion, she interrupted me, telling me that she was perfect for me and the rest of the half hour was spent telling me how, for $10,000 I could be part of her mastermind program and grow my business. Yeah, right. Right?

I had a relationship building meeting this morning with a young woman that had Googled me and found my listing online. We met and talked. She said she was really glad to meet me, but thought she'd wait until she had her business idea more together and then come back and show me what she'd done. I told her that was fine, but wouldn't she like someone to bounce ideas off of, someone to help her really figure out what she wanted to do? Wouldn't that make more sense than waiting, getting frustrated because she wasn't getting things to come together the way she wanted them to? She told me she'd been to others before me, who had poo-pooed what she wanted to do, telling her it wouldn't work, and then telling her it was going to ONLY cost $150-$200 each time they met to help her figure out what was a good business model.

I nodded, and told her, yes, I'd heard those messages too, and decided that with that kind of feedback I'd do it myself. But, I KNOW without a doubt that that's not the best way to do things. You have to figure out what it is you want to do, and see if there's ways to do it that make sense to YOU and ways that make you money as well. If it's a well-known business model means nothing. Do it the way YOU want to. And guess what...let's meet a couple of times to see if this is something that feels right and oh, by the way, I only charge X (write in less than half what those others were charging). Does that sound reasonable?

It's not about how you fit into MY plan as a business consultant. It's about how you move your business ahead. I am absolutely determined that without all the little businesses out there trying to find their way through the mud and the guck, there won't be too many BIG businesses eventually. If we (as business consultants) only focus on those that are already successful and can afford to pay thousands a month in business development projects, that leaves 90% of the others struggling to do it on their own. I've been there, and I've done that, and I don't want you having to do it too. 

So next time you think there's no one there to help you stop and think doggone it, what about me? What about the little guy? And then think of me -- I'll be waiting to help you climb up that ladder to the next level. Just give me a shout and I'll be there!

In the meantime, take that dream and make it a reality!

Business Success Unlimited

Takin' Care of Business

This song by Bachman Turner Overdrive is the definitive song about entrepreneurship. It's about the lure of owning your own business, where you can “work at nothing all day.” For many, that lure means setting your own hours, only doing the things you enjoy doing and leaving the rest of the work behind. 

How realistic is that though? If you're in business for yourself, you know (or should know) that the work involved in the daily ventures is harder than it ever was when you worked for "the man". Not only are you in charge of the creative processes, but the bookkeeping, the sales, the marketing, the admin work -- you truly are the Chief Cook and Bottle Washer. 

I think this is one of the reasons why small businesses don't grow like we hope they will. We don't take them seriously enough. We didn't get into business to work; we got into it to have more time, more money and more freedom. Yet, we find ourselves working harder and longer than we ever did when we had a J.O.B.

One of the most important things I believe that you can do for your business is something that I talk about all the time -- and that is to have a plan, a goal, a mission. When you work ON your business, not just IN your business, you give yourself a target -- something to work towards and actually helps you figure out who and what you're doing. So often, when I ask someone who their ideal client is, they tell me "Well, anyone can buy my product or service." Yet, that's not really true. 

If you take the time to figure out who you enjoy working with -- their demographics of age, gender, financial levels -- along with what you actually are selling that they want to buy -- then you have the mix that will get you to where you want to be. As an example, you sell expensive cars like Mercedes, Lamborghinis, and Jaguars. Who buys those? the factory worker who just needs something to get him to and from work? The teenager who is buying his first car so that he can take his date out after the football game? Or, are you selling to someone that has lots of money, owns multimillion dollar businesses, and wants to show off all his wealth? You have to figure out your market. Then, what exactly are you selling them? Are you selling a car? Yes, but ... actually you're selling prestige, speed and the ability to "show off" to others. See what I'm getting at?

Then, you have to figure out what you need to do to get that type of person in the door. What do you have to do to get that person to buy from you and thus build your business to the next level. See how all of this is important and much more than just selling a car. If you go in to work every day to sell a car, then you might as well be working for someone else who has the vision and mission. Take the time to figure this stuff out. It really is important.

I believe, depending on your goals, that by joining me, I can help you reach your targets. Once you have those goals in mind, your next step should be to become part of the Success Happens Peer Advisory Mastermind Group that is starting in October. I'll be sharing info on that exciting program in the next few days. Stick around or if you want to know NOW, send me a message atnancy@success4biz.biz.

Do You Take Time to Smell the Roses?

I've talked about ups and downs in business many times before, but it has never hit me more than it is right now. This is definitely not my normal rant or suggestions about what to do if you really want to grow your business. This is my heart breaking. And I hope that it gives you some encouragement as well.

Many of you know that I have been an entrepreneur (and doing things long before they were called what they are called today) since I was 12 years old. I was an administrative management company -- now called VA while the industry still had secretaries. I owned a cowork/incubator while they were still called executive suites, and I ran referral groups before anyne had ever heard of the BNIs of the world. That makes me OLD, I know. But it also tells people that I lived and breathed business most of my life. The most important thing to me was helping my customers with their businesses, supporting my employees and myself as well.  

I worked 7 days a week and only took off the week between Christmas and New Year to be with family for more years than I can imagine. In fact, for quite a while my mom and dad worked with me in the admin business where we had 6 offices in 6 cities between Michigan, Virginia and Washington, DC. My first two offices in DC were first, in a closet space not big enough for both me and the client -- we met in the hall outside my office door (but it WAS in the National Press Building, downtown DC). And then my second office was in a refurbished funeral home on 13th Stree (hooker heaven). We were in the baseement where they still did embalming and my employees wouldn't work after dark as they were afraid the ghosts would jump out and "GET" them. 

Life throughout all these times were certainly interesting. Business was good, business was bad. I worked at a J.O.B. to help me keep my business alive. I had 10 contractors working for me at other times business was so good. I was offered great exposure to clients, and then the rug was pulled out from under my feet. Those are just the ups and downs of being in business. And for over 30 years I went with the flow -- never thinking abou doing anything else. 

Then about 11 years ago (Geez, was it really that long ago), I woke up one night and it was like I was standing in the shower with my eyes open and the water pouring in. Bright halos of color surrounded everything. I was scared to death and for the first time in a long time, I wasn't thinking about what was on my schedule for the next day. Instead, I asked my then-husband to ge me to the hospital ASAP. That was a big thing, by the way, as we didn't have health insurance at the time. I had never bothered to worry about such insignificant things before.

Well, the verdict came in that I had a very serious case of Glaucoma, and for the next two years, I laid on either my left side or my right side, visited the eye doctor 3 times a day (testing pressures) and had four surgeries. Work went right out the window. Turning my business over to my office manager, aka friend, I learned the hard way that as a small business owner, no one cares about your business as much as you do, and by the time I was able to see and move again, my business was in the pits. It was shortly after that that I divorced my husband, moved back home to help take care of my aging parents and remarried.

Again, I was back to business. About three years in, I had a minor heart attack, and was told I should not work again. Three days later I was signing a lease on a new office. Getting a theme here? And life as a business owner went on. However, here's where I really want you to pay attention -- life (and God) has had other ideas for me. Two years ago, I was in a bad hit and run car accident which left me without the benefit of the full use of my left leg. As well, my parents started going down hill and as I write this we are worried if my mom is going to make it through the day. My business is suffering and you know what, I don't have any idea of what to do to resuscitate it. Unfortunately, I have a big event coming up in just a couple of weeks, and I really don't care -- well,  I do, but don't know which way to turn at the moment. 

I guess what I'm sharing here is that business owners are people first and foremost. We all need to figure out where our businesses lie in relationship to our lives. Do we have plans for the what ifs and the I hope not. It can be a fire, a burglary, an illness, a downfall in the eocnomy. You never know what might be just around the corner. So don't wait til it happens. But at the same time, don't let your business become your life. Make time for things that you'll want to remember when looking back. 

When you're starting your business, it's important to focus on that -- it's like a baby and needs lots of care and love. Yet, you need to take time for family and friends as well. Today, my wish is for you all to find a happy medium in there where you have a growing healthy company AND time for family and friends.

Take care all.

Nancy

Are You a Wannapreneur?

1. a person who talks about organizing and managing enterprises, esp. businesses, usually with considerable initiative and risk, but never actually does it. He was a wannapreneur who liked to hang around with entrepreneurs but would never take the plunge.

Another term for this is hobbyist: someone who is satisfied by an activity or interest pursued for pleasure or relaxation and not as a main occupation. The IRS defines business for purposes of tax deductions as one that has made a profit for three of the past five years. There's a lot more to it, of course. It IS the IRS afterall. But for this article that definition will suffice. 

I do a lot of networking, and talking with people who consider themselves business owners. While chatting I often hear them say that they are not satisfied with how well their companies are doing (either money wise or customer numbers). Everyone (me included) is looking for more of something. In fact I am amazed at times when I hear someone say they have as much business as they want and don't want to grow. That's great! Good for them. But, if you're like me, There's always more people to support and help. 

So, if you want to grow your business, my question to you is: what are you willing to do about it? For those that really don't want to grow, I ask is it because you just really want a hobby? Or are you totally satisfied with the money you have coming in? You have the lifestyle you want? All the money you need (and want)? Or is there something else out there that is holding you back? 

For those that want to grow their businesses, my question to you is: are you doing everything that you possibly can to move yourself forward? Do you know who your target market is? Are you putting in time each and every week towards marketing, towards production, towards figuring out your goals and your vision? 

I get really frustrated with people that call me telling me they want to be successful, but they don't have a clue of what that means to them. they are not willing to do the work that they know -- deep down -- they have to do to put in to get success out. 

At this point is where we have to start the process. What really is their goal? What do they want to create? Do they think it's exciting to say "Hey, I'm an entrepreneur. I own my own business", yet they're afraid to truly step out into the unknown. "What if I fail? What if I succeed? Will I be laughed at? Will no one take me seriously?" These are all things that go on in peoples' minds when they are starting businesses. These are the wannapreneurs. 

What does it take to turn that sort of whiny, I wish but everyone/thing seems to be against me, type of mentality around into the spot where you can say my business is doubling, or tripling in income each month. I have so many clients and so much work that I have to find help to get it all done? First and foremost, you have to face that fear head on and say, I think I can, I think I can. Dang I did it.

There's a lot of work involved in getting to the level where you want to be if you want to be a successful entrepreneur. Start with the first step and decide: am I an entrepreneur or a wannapreneur. That will tell you where to head next.

Are You Providing Value?

What is your business? Who are your clients? What do you sell and they buy? Is your marketing compelling, intriguing and persuasive? How do you get that message out to your public? And do you believe that anyone is your ideal client, or do you have an understanding of just who wants what you sell?

It's not easy to answer this questions; you have to really sit down and spend time figuring out your mission and your vision. I was watching an episode of Kitchen Nightmares this morning where a mom and her two sons were running an Italian restaurant is small town Pennsylvania. The one son had a dream to be a chef, had spent time in Italy learning from chefs there and had then come back where mom bought him a restaurant. His dream had been fulfilled. Right? Well ---- the story continues.

Mom was adamant that they only served fresh ingredients: yet, Chef Ramsey found bag after bag and box on top of box of frozen food in the freezer. But, mom argued, it was fresh when we froze it. So, when they cooked it, it was using fresh ingredients. Ok. I guess there's some reasoning here!!?!? Yet, they couldn't understand why nobody was coming into the restaurant. It was definitely NOT the food; it had to be the community didn't understand the difference between fresh and not fresh. What?

The point of this story for me is that the owner was totally unaware of her customer, her message and how it was being portrayed. Rather than understanding that she was saying something and providing something totally different was not only a turn off but to the people of the community a dishonest restaurateur who was pulling the wool over their eyes and making fun of them. I wouldn't go into that place would you?

So, I'm back again to asking you, who do you serve and what do you sell? This mom thought she was selling fresh, reminder of home, the ability to travel to Italy without having to leave their home. A great experience. She wasn't selling food. Does that make sense? And her target market was someone who wanted to taste the true cooking of Italy. Someone who wanted to have a good meal that they didn't have to cook themselves. Someone who was willing to pay for the experience without complaint or negative emotion. Was she getting that customer? No, but that wasn't the customer's fault. It was her's. 

What does that mean for the business owner reading this blog? I ask the question again, Who is your ideal customer? What is it that you sell? Are you providing the value that the customer is looking for? If you want help figuring this all out, YOU are my ideal customer. What value do I provide? Increased revenues, happy customers, dreams fulfilled, and more success in your business. Are you ready to provide your customers with the value they are looking for? Give me a call, or check out my website at Executive Coaching - Business Success Unlimited.

I've been in business for x years. You can't help me.

As small businesses we all think that what we have to offer the world is unique, and that anyone and everyone should rush right out and buy it. I mean, come on, my upcoming retreat/conference is right for EVERYONE isn't it? You do want to come don't you?

Yet, we know, through the logical side of our brain, that we absolutely cannot (nor do we really want) to sell to everyone. We have a type of person that we are drawn to, people that seem to just get us and get what we do. They are the ones that really, truly want what we offer. 

I am constantly amazed when I watch the business reality shows like Bar Rescue, Kitchen Nightmares, Restaurant Impossible, and The Profit. While these each of these shows has a bit of a different focus, they all are similar in that there are business experts who get called on to help get a business owner out of the deep dark hole (some owing more than $1 million dollars -- wow). These owners are desperate and ready to close down if these experts don't come and bail them out. And to my knowledge, it doesn't cost the business anything to have them come.

But (of course this IS television) almost inevitably, once the expert has come in to the rescue, there is a major confrontation, and the owner puts down their foot saying, "I do it right. It's not my fault that I don't have customers. I don't have to listen to you. Go away." There have even been a few times when the expert walks away from the business, saying I can't help. You just don't get it.

Well, I've seen this in reality -- not just on TV. It amazes me that people come looking for help and guidance, and then say, no. I'm not going to do that. I actually had one person that had asked for my help, but then told me "I've been in business for over 18 years. I can't possibly think of anything you can tell me that I don't already know or do." Ok. That's fine. You're not MY Ideal Client. Moving on. But guess what? Two weeks later, there was a sign on the front door of this person's business: Going Out Of Business Sale. Oh well.

Sometimes, as the expert, we have to show our value to the potential clients. Yet, in these tv situations, the clients already KNEW the value of what they were getting; however, they still chose to allow ego to come in and hurt them. So, from the standpoint of the "expert", make sure that you show them what value they get from you. (I don't mean here, necessarily the "I've been in business..." but perhaps, "I've helped so and so increase revenues by 25%" or "such and such has gone from 0 employees to 3 while maintaining a profit margin of X%). This is true value, given by the expert to the client so that they can see what could be in their future.

From the standpoint of the client, I suggest you make sure that you're not looking at things through ego, but through rational eyes. Do you really want to change the situation? What is causing it? Listen to the consultant, as they are the expert and you have asked for their help. The old saying "don't bite the hand that feeds you" is true here. This is not to say that if you absolutely believe what they're saying is wrong, you don't have to blindly agree. Yet, once you take your self-interest out of the picture, does it make sense?

I wish you luck and great success with your businesses. And if I can be of any help, check out Executive Coaching - Business Success Unlimited. I'd love to help and promise I'll listen and work WITH you.

How Good is Your Customer Service?

A customer is the most important visitor on our premises, 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 —thinking 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, the way to create raving fans through customer service is really quite simple, but for some reason we often forget how to do it. In the next few pages I’llgive 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 Help You?”When you understand what your customer wants, and also understand what you can do to provide that, then you’re on your way.

How do you do this?

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 willtell someone when they’re unhappy — they simply walk away and spend their money with your competitors. But, ifthey 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.

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!!!

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 heard 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 Iwill 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.

YOU CAN DO IT!!!!!!

  

Just Give 'Em a Pickle

Literally? Huh? What you talkin' bout? Why would I want to give anyone a pickle? 

No, I'm not seriously telling you to get out the pickle jar and hand someone a dill spear. What I am saying is that in terms of customer service, in order to have the BEST relationship you can with your customers, turning them into raving fans, you have to do just that little bit more, that unexpected, pleasurable action that creates a fan for life.

Let's step back a minute and look at how many businesses are run. I have an excellent example right here. There's a restaurant in my hometown that I eat at once in a while. It is owned by a friend of my parents and a colleague of mine. When you walk in you are greeted with smiles and "how are you today". Small talk and pleasantries are passed. Food is good and you leave with a full belly.

Well, my husband and I went in for lunch the other day. But you know how you get feelings of something not quite right? Our friend wasn't there to greet us. New people were everywhere. The waitress asked us what we wanted to drink, but nothing came to the table. We had to repeat our drink order 3 times before we got it. Then, she upended a basket of Mexican chips all over the people in the next booth and laughed at it. The food, when delivered, was cold and not very tasty. There was definitely something not right here. And then, we get the waitress telling us we had to sign for two separate checks as they rang up the order wrong first and then rerang it. Huh? I paid twice. And then was told that they had tried to void it but it didn't go through right. When asked where the owner was -- well there was a NEW owner, and he wasn't there. Sorry. End of story.

Now, here's where the pickle comes in -- There's a restaurant in Seattle, Washington (it used to be a national chain at one time) called Ferrell's Restaurant and Ice Cream Parlor. And they were known not only for great ice cream but for GREAT pickles. One day a customer came in and order his usual lunch and asked for his additional pickles. The waitress, new to the restaurant, told him, "I'm sorry. I can't give you a side order of pickles, but I can sell you some for 75 cents". This infuriated the regular customer who in turn wrote to the head of the restaurant. "Mr. Ferrell, if you're telling your staff to do things like this now, you've lost a lot of loyal customers." Ferrell, on hearing this, got so upset that he started the slogan for the business, "Just give 'em a pickle." Of course this meant, give your customers EXTRA SPECIAL SERVICE. And when you do, you'll create raving customers for life.

Back to the story of my lunch -- I called the restaurant back and asked to leave a message for this new owner. Thankfully, he called back and was very apologetic. He told me he would even drive to my house to give me my money back. He was so upset by his staff that he was going to sit them down and explain how service was to be handled from then on. Whether this happened or not, I don't know; but I was impressed by his offer to meet me wherever. That was a sign of his caring about his customers. I think I'll give them another try after all!

Ask yourself what is the most important thing in your business. You can have many different answers. Money, good employees, a great product -- all of them are terrific responses. But, to me, I believe that customer service is the one and only true answer and I'll tell you why. 

You can have a terrific product that solves a big problem for your customers. Great. You can have decent employees that show up for work on time, do their job, and show respect for the owner and the business, (I could go on, but I bet you get the idea), but if you don't have customers (returning customers, and those who provide you with great references and referrals), you aren't going to have a big influx of dollars, you are going to lose all but first time customers, and you won't be happy with your business for long. You need to be sure that you are providing people with experiences that bring them back over and over. Experiences that they can't wait to tell other people about, and experiences that provide high quality products and services. When you give them that pickle, they will be satisfied for life.

Stay tuned for ideas on how to get out of your comfort zone, offer things that make for exciting adventures for your customers and bring them back again and again.

If I Only Had a Brain

Scarecrow: I haven't got a brain... only straw.
Dorothy: How can you talk if you haven't got a brain?
Scarecrow: I don't know... But some people without brains do an awful lot of talking... don't they?
Dorothy: Yes, I guess you're right.

I love The Wizard of Oz. As a child I remember sitting in front of the tv with all my neighborhood friends, prepared to scare myself silly as the wicked witch goes flying by on her broom, laughing, "I'll get you and your little dog too." I have watched that movie well over 100 times and I'm always seeing something that I've not seen before. Did you know that in one scene the scarecrow has a gun? I've still not seen that. And all the trouble and problems that manifested themselves to the woman who played the wicked witch -- she got burned badly when her broom got lit on fire. Buddy Epson was supposed to play the tin man, but had such an awful reaction to the metal that he had to give up the part.

What does this have to do with business you ask? Well from the standpoint of MGM, this movie cost $2.8 million and only grossed (originally) $3 million. There were over 600 actors and 1000 costumes. And it wasn't until the movie hit TV that it became the classic it is today. Until then, Oz was not seen as profitable and was considered a big waste of time and money. 

But there are other business linked lessons to be learned from The Wizard of Oz. At the time these books (yes, they were first written as stories to tell Frank Baum's children while he was on the road as a traveling salesman) were written, there was a wind of change politically and businesswise. The Populist movement was taking control, as well as the agrarian revolt of the 1890s. All this is seen in the dark and dreary start of the movie, filmed in black and white. The tornado hitting the homestead was a sign of the uproar happening politically in the area. Recently, scholars have debated this meaning of the book: since Baum died for many years, we may never know the true political meaning.

Another business related idea that has been hypothesized around Oz, is that of the yellow brick road. There was a great deal of controversy at the time regarding silver money as opposed to gold. It is reported that all the gold in the yellow brick road stood for the fact that silver would never replace gold  as this country's base monetarily. 

I look to Oz for smaller and more poignant business meanings -- for me and for those in business today. Dorothy comments “If we walk far enough, we shall sometime come to someplace.” And the scarecrow, while still on his pole, crosses his arms and tells Dorothy that if you don't know where you're going, anyplace will get you there. This is so true for businesses. When you choose NOT to have a plan, you actually are creating a plan of failure. 

I love so many of the lines in the movie. “True courage is in facing danger when you are afraid...” For many of us, we never make our businesses a success because we are afraid. Whether that fear is of failure, or success, or being laughed it, or not living up to expectation (the list goes on), we are content to ride it out in safety. We would have stayed in Munchkin land, never venturing off to the Emerald City, or to fight the Wicked Witch.

These are just a couple of lessons to be learned by The Wizard of Oz. Perhaps we should call it -- The Wizard of Business? I challenge you to watch the movie again, with new eyes, and see how you can put the story to use in growing your own patch of farmland.

You Do What?

You all know that I am a BIG fan of business reality shows like The Profit, and Restaurant Impossible. I watch Bar Rescue and my newest obsession is Kitchen Nightmares. I watch them because these wonderful experts come in to help small business owners with their problems and growth issues. Now I understand, this is television, but I see in real life a lot of the things that happen on these shows. Most often its the ego of the owners getting in the way of their own potential and possibilities. The one I watched last night (Kitchen Nightmares) was one of the worst I'd ever seen. The owner was absolutely adamant that her restaurant and the food she served were the BEST in the world, yet she couldn't figure out why no one was coming in to eat.

Chef Ramsey, her staff and even her mother kept telling her that she was in denial; and when Ramsey found a dead rat inside the restaurant's front door, she accused him of planting it there for tv reviews. It was only after he completed his makeover, got the staff working through plans and systems and the restaurant filled over and over with happy customers did she finally come to realize that what she was doing was actually hurting her business -- not helping.

Have you ever heard of secret shoppers? Its a great way to find out how your business is doing from the customer standpoint. If you have a store front, or a place where people can walk in, have a friend or someone that the staff doesn't know, come in and see how they are treated, and how good the business is being run. If you are a service organization, have someone call and see how you are treated on the phone? Does the phone just ring and ring, or does someone pick up on the 2nd (or so) ring? How is the phone answered? I'll tell you a secret (try it if you don't believe me). People can tell when you're smiling when you answer the phone. It comes through in your voice.

Ask whoever answers what the business does and see how they answer. Ask your contacts on Facebook and LinkedIn, Twitter or any of the other social media, what their understanding of your business is. Is it aligned with what your mission is? If not, you've got a problem. 

There are many business owners who believe they sell such and such a value to their customers, yet the customers (potential and regular) have an entirely different understanding. Do you know what makes you special and unique? What is the value that you provide your clients? Who is your ideal client? If you are not crystal clear on the answers to these questions you need to take some time and put in the effort to figure it out. 

Obviously the lady at the restaurant in last night's Kitchen Nightmares had no clue what she was offering her customers. She had one understanding, they had a different one. And it wasn't until she figured out that what she was offering was NOT what they were looking for that her business took off. Now, she's a restaurant success. And when you figure it out, you can be too.

Will YOU Ring the Bell?

In the military there are different training regimens that the candidates go through. And for many it is grueling. Using Navy Seals for instance, the program is months long and requires extreme physical and mental challenges. The average United States Navy SEAL spends over a year in a series of formal training environments before being awarded the Trident.  If there comes a time when the service member can no longer see their way to completing the program, they ring a bell, signifying that they quit. This is a real bell and sounds throughout the compound, letting everyone within hearing range know they have ended their struggle to meet the demands of the Seals program.

Those who make the grade are not the strongest men, nor the fastest swimmers, but those with burning desire to be SEALs. Their instructors have observed only one true predictor of which candidates will ultimately succeed – it’s those who want it the most — you can see it in their EYES!

This is not so different for those of us in business who really want to be a success. We can tell they're going to make it by the passion in their voices and the drive to accomplish their goals and dreams.

True business professionals may have to choose to miss a party or a get together because they have to complete a project for a paying client. They may have to say, sorry I'll have to catch up with you next time you're in town when a friend visits because there's a business invite that is very important to their growth prospects.  When asked to choose between spending money on eating out, or going to a networking meeting where your ideal clients will be, choosing the networking over the dinner is a sign of a business professional.

Ask yourself this question -- are you willing to go the distance to become a business SUCCESS or are you reaching out to ring that bell?

A Rose By Any Other Name ...

I had a very interesting experience the other day. My blogs have been getting pretty high numbers (at least for me) on Quora, FB and LinkedIn recently with anywhere from 200-300 on each post. Yet, the one I wrote last week had only a miserly number here on Quora, but pretty high numbers on the other social media sites. Could it be that those numbers increased because I changed the title of the post?

Here, I titled the post, Buy From Me, Buy From Me. PLEASE. Of course the post was all about not being able to sell your product or service properly and what we need to do to get out of that rut. 

Did I fall into my own argument? On the other media I titled it Who's Doing the Sales for Your Business? It got the highest number of views I've ever had on Facebook and high numbers of LinkedIn as well. Hmmmmmm, could it have been the name of the article?

If we look harder at this issue we can see from a psychological viewpoint, people don't want to be sold to (to the point where they didn't even take the time to see that this wasn't a sales vehicle, but a training post). It shows that we have to be mindful of what others are looking for and what they are interested in. 

A good example of this is all those phone calls we get all day long, trying to sell us things. How quickly do we get off the phone? It could be the BEST thing in the world but we don't even let them get into their spiel, because we KNOW that they are snakeoil salesmen and are trying to cheat us. Right? Isn't that the general feeling? I get calls for my 93 year old dad all the time, and because I am his first line of defense, I'm always the pitbull (sorry puppies -- I know you're not bad! LOL) waiting to attack. You're NOT getting to my gullible dad!

Does this give us a hint of what we need to do when we're trying to get people to buy what we're selling? I have been more and more aware of what and how I approach people and the words I use. Let's see how this title grabs you? Truly a rose by any other name in this business means SALES. Enjoy.