Business management trainer Melbourne based

Hearing Silence From Your Customers? Here’s Why.

Everyone knows great customer experience is at the hub of any successful business. Studies show that 51% of people who have a negative customer experience will never return, but 64% of customers say they will return to a business on the basis of good service over price, any day of the week. It’s important to get your customer service right. But how do you know if you’re going well?

 

If your customers aren’t providing feedback you’ve got no way to measure your performance. You can try to interpret your sales results for hints and clues but the better way to find out how you can improve your customers’ experience with your business is to hear it directly from them, straight from the horse’s mouth. 

 

Business management trainer Melbourne based

“A customer talking about their experience with you is worth ten times that which you write or say about yourself.”
― David J. Greer

The more information you get from your customers, the better you can perform. When you have accurate feedback from your customers you can increase their satisfaction to reduce your churn rate. Many businesses don’t do well at this, so getting it right will put you miles ahead of your competitors.

 

There are three simple steps you can set up to ensure you get feedback which keeps you on the up and up when it comes to providing a fantastic customer experience:

 

1. Earn it! (go over and above)

Why would a customer bother to give your business feedback if they’ve been disappointed by your service? Chances are you won’t hear negative feedback because the typical Australian response is to take these comments away from the business and share them instead with family and friends. Getting that feedback at all can be tough. Set yourself and your team up to earn great feedback by establishing crystal clear customer service processes so that the same excellent service will be delivered every single time. 

 

2. Ask for it! (again and again) 

Once you’ve earned that positive feedback, the next thing that you need to do is ask for it. This is a brave thing to do because if you’re going ahead and ask your customers what they really think about the experience they had with your business, then you may not be pleased with the results. But being brave enough to do that also means finding out exactly what the experience has been, which is the starting point of getting better. Knowing is better than not knowing so be brave enough to ask for feedback.

 

3. Reward it! (show your gratitude)

Go out of your way to reward the customers who have gone out of their way to provide you with feedback, even if their comments were not positive or not flattering. In many ways, this negative feedback is more valuable than any other because gives you insights to learn about the things that are keeping other potential customers away. You can set up rewards in any number of ways which will mean your system could look different from others. You could give out reward points, discounts, loyalty bonuses or even physical thank you gifts. Whatever you do, set up a simple and sustainable process that gets you rewarding any feedback you get. These comments are the gold nuggets of ongoing improvement.

 

Building a good product and marketing it well is the job only half done. Collecting customer feedback is critical to the growth of any business. Providing your customers with the levels of service they expect is important, but the only way to understand what your customers really want is by collecting and analysing their feedback. A lasting commitment to developing a customer-centric culture, followed by a fierce commitment to gathering, analysing, and sharing the feedback across the company plays a vital role in propelling your business forward. 

 

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If this blog has got you thinking about ways to make a difference in your business, please go right ahead and message me. It would be great to hear more about what you do, and the ideas you have for your business moving forward. I’m happy to answer your questions and love nothing more than to lend a helping hand along the way. There are always steps you can take to provide more certainty for your growing team, and sustainability for your business, and both of these things always create more freedom for you. Reach out today CONTACT US 🙂

The Right Time To Streamline Your Workflow

The efficiency of any office or operation depends on workflow. The better a manager clearly defines a regular process, the more efficient his team becomes. This saves overall work time, making the team more effective and able to do more with less stress or frustration. At the end of the day, efficiency leads to bigger bottom-line profits. To streamline work processes and improve workflow, assess the entire operation from top to bottom, looking for areas of improvement.

“To need a process and not install it, is like paying for it, without getting it.” – Ken Stork

 

If you don’t take the time to refine your business systems and processes, you will be paying costs across every area of your business. Without your systems and processes refined,  documented and delegated well, you will find that you’re paying a cost across five key areas. 

 

DOCUMENTATION OF INTELLECTUAL PROPERTY: Let’s face it, professional knowledge and intellectual property are messy businesses. Valuable ideas don’t flow in a smooth, orderly manner from inventive minds. They come in fits and starts. They are hammered into useful products only through great vision and persistence. Likewise, the transformation of ideas into valuable intellectual property is an exercise in the management of chaos. If your systems and processes are not documented and laid out for everyone in plain black and white, there will be too much knowledge of business operations locked up both in your own mind and in the minds of your team members. Unlocking that information is to maximize it. 

 

OPTIMISATION OF BUSINESS PROCESSES: The second cost that you’ll be paying in your business if you have not refined and documented your systems and processes, is that of optimisation. Optimising a business process requires more effort than simply purchasing new software. It requires taking a critical look at an organisation’s operations and minimising the resources required to get things done. You might have a clear idea of what might be happening but if you haven’t mapped that out, and then look for ways to improve and optimise your processes, there will still be opportunities for improvement that are never possessed. There will still be money and time being wasted. There will still be confusion and inconsistency. So the optimisation of your operations relies on you prioritising the development and streamlining of your systems and processes. 

 

ABILITY TO AUTOMATE: The next cost you’ll be paying is in your ability to automate. Automation necessitates a certain amount of clarity about an effective system in the delivery of your products and services. If you don’t know the tasks involved and the people responsible for running the process, you can’t design and automate the workflow accurately. Unless you have a very clear picture of what the process looks like manually, you will not be able to build an effective automation of that process.  The insights you gain from analysing an automated process can clearly show you the gap between your process as it is and as it should ideally be.

 

OUTSOURCING: The next cost you’ll incur by not refining your systems is in your lack of ability to outsource. For most small business owners, outsourcing means having someone outside the business do work. But the inevitable question arises: how you do you make sure the quality stays the same? How can you possibly outsource a task that is not optimised, strealined or clearly documented? You can’t possibly pass on a task if you don’t have a clear idea of exactly what a good job looks like, what needs to be done to complete that task and how the person will know that it’s been done well. So, the opportunity to outsource can only be realised when you’ve got your processes documented and your tasks optimised. 

 

DELEGATION: Whether you’re outsourcing to third party suppliers, or whether you’re delegating to people in-house, a good job is one that is documented so well it can repeated by another. If the task is not repeatable by someone else then you simply cannot create a growing business. It is vital that if you’re growing a business bigger than yourself and you’re on a mission to roll out your products and services nationally and even globally, you stop and take a look at the infrastructure that you’re relying on to sustain that growth. It’s absolutely vital that you install the processes that you need because the last thing that you want is to be paying for processes without actually getting them. 

 

Streamlining your business removes wasteful or redundant steps to improve efficiency. In business, time is money, so a small business achieves key financial and operational advantages from streamlined operations. You reduce costs, attract more customers through nimble response times, drive higher revenue and compete effectively. When is the best time to streamline your processes? Asthe Chinese proverb says, “The best time to plant a tree was 20 years ago, and the second best time is today.” 

documented business systems and process

What’s Really Happening In The Culture Of Your Company?

Surviving the early days in your business can open significant opportunities for growth if you manage to establish a viable profit model and get some quality hands on deck to help out. From this business growth comes scaling, where processes and procedures need to be bedded down to create the cookie cutter systems required to multiply your business and create exponential growth. In these times, it’s common for business owners and staff members alike to develop feelings of isolation and disconnect. When the focus of the work is on standardising and duplicating operations, it is important to ensure your staff know just how important they are to you, and to the fulfillment of the company mission.

documented business systems and process

“Customers will never love a company until the employees love it first.” Simon Sinek, Start with Why

The number one reason employees choose to leave their employer for good is because they don’t feel acknowledged for their contributions. Studies show a whopping 79% of people who quit leave for this reason. Here are five things you and your managers can look out for to keep your finger on the pulse of how your team actually feel about their work:

HOW THEY SHOW UP

First of all, take a look at how your people show up each day. An actively engaged team will have low rates of absenteeism because they enjoy coming to work. They will start work on time, and should be encouraged to finish work on time to prevent burnout. You will notice that they arrive ready to go, fresh, motivated, and prepared with the equipment they need. Pride in their work will be reflected in how they dress, and how they manage their workspace.

LANGUAGE THEY USE

The way people speak at work also reveals their attitudes and motivations. People invested in your business growth will use encouraging, uplifting and productive language. They will focus on solving problems to achieve outcomes, and their conversations will foster a culture of collaboration, encouragement and support at work. Discussions marked by resentment, complaining, objections and gossip reflect you have people who may not be there for long.

ATTITUDE TO CHANGE

The response your employees have to change is a very clear indicator of their engagement in your company mission. When people are really invested in making a significant impact through your business they will appreciate the need for change, and they will embrace those seasons of change when they come. Whether the change is as simple as a new administrative routine, or a more comprehensive restructure, their response will tell you a lot about where they’re really at.

GENERATING IMPROVEMENT

If your team is genuinely invested in change, your company will be able to move with the times in responsive, proactive agility. Staff who embrace change will look for ways to expand into new areas of opportunity with a creative, innovative outlook. They will be free to generate and implement ideas for improvement at work, because they will pride themselves on being action focused problem solvers. Engagement like this will take you all to the top of your field together.

ACHIEVEMENT LEVELS

The achievement levels of your staff over time indicate very clearly just how positive your company culture really is. Setting up routines to monitor performance is the only way you and your leadership team will be able to ensure your staff achieve what is required to scale the business. Engaged staff meet and even exceed their KPIs, and set their own goals for advancement. Positive attitudes result in positive actions you can acknowledge and reward.

 

Business building can be so demanding it puts your team spirit at risk. When you are focussed on increasing revenue, lowering your expenses, rolling out new products and launching new advertising campaigns it can be hard to find time to attend to the needs of your people. These five tips will help you focus quickly on how things are really going as you scale your business.

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If this article has struck a chord with you, please go right ahead and message me. I would love to hear more about what you do, and how I might be able to help you transform your business into the Freedom Machine you have wanted all along. Let’s establish a proven system in your business to create team certainty and sustainable expansion which open pathways to the lifestyle choices you’ve worked so hard for. No matter where you are, I am only a message away. And to make things really easy, contact me here https://www.kerryannenelson.com/enquire-now/

Hidden Costs Of Poor Business Management

As they say, if a business is not growing it is dying. Business growth is always the aim for the entrepreneur but often you can find yourself in a plateau that is difficult to pull yourself out of. As you go about the day to day of management of your business, you will see the things that you’re spending money on, the performance of your staff, customer responses, and engagement to advertising.

Often we measure what IS happening in our business but we overlook what IS not happening. If you don’t manage your human operations well, you may find yourself off the beaten track of business growth. There will be five key things that you won’t be seeing in your business:

business process mapping melbourne

CUSTOMERS

The first thing you won’t be seeing is returning customers, which is a devastating hidden cost for the business owner seeking growth. If you don’t have systems in place to guarantee that your customers will experience an overwhelmingly positive experience every single time, you may well find that many simply won’t come back. You will miss out on their business, their referrals, their testimonials and their rave reviews. If you are trading online you will also pay the price with Google when you lose their visits to your website.

CASHFLOW

A decline in customers will of course lead declining revenue, and if you mix this challenge with poorly managed expenses you could land yourself in hot water with your cashflow. Poor management is expensive. If you’re running too much stock, too many staff, exorbitantly expensive advertising or training, or if you or your team are doing poorly with controlling regular the costs overheads, you’ll find cash flow will take a nosedive, and you will miss out on the profitable cash flow you need to grow your business.

REPUTATION

Your reputation is everything in business. So a decline in customers won’t only mean declining revenue and referrals, it will also open up the risk of them creating quite a nasty reputation for you in negative reviews and feedback online. Good news spreads fast, but bad news spreads like wildfire. You need to ensure you get the referrals and the testimonials you need to thrive, which will always come down to how you train your staff, how you delivering your products and services, and how you follow up to nurture your precious customers.

STAFF

You’ll find the next hidden cost of poor business management in your staffing. The investment most business owners make into their staff recruitment, onboarding, and management is often one of the biggest costs on the balance sheet. You need systems to facilitate a positive experience for them professionally, socially and emotionally, or you may find yourself spending too much money on training, wages or ongoing maintenance. If your staff are not productive and efficient, they will cost you too much in time and money.

TIME

The last hidden cost of poor business management is found in your time, and the time of the people in your team. Inefficiencies are expensive because all those tiny little micro-moments lost in poor management add up. You might explore how much time is lost in your business because people don’t know what to do, they can’t find what they need, or they stall over a cuppa or conversation because they’re not really motivated. That cost of time takes its toll, and it’s certainly a cost of poor management that most people simply don’t count.

Every business owner wants to deliver a really happy, wonderful, reliable experience for their staff and customers alike, where you’re solving problems and exceeding expectations You want to earn great word of mouth feedback to go out into the community for referrals and testimonials and it takes great systems to achieve that. When systems are bedded down and clear for everyone, you will be able to nail those goals every single time.

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If this article has struck a chord with you, please go right ahead and message me. I would love to hear more about what you do, and how I might be able to help you transform your business into the Freedom Machine you have wanted all along. Let’s establish a proven system in your business to create team certainty and sustainable expansion which open pathways to the lifestyle choices you’ve worked so hard for. No matter where you are, I am only a message away.

How To Keep Staff Accountable Without Being A Control Freak

I am frustrated by the time it takes to manage my staff but I don’t know how else to get them to do what they’re meant to do. As the leader of the workplace, you need to set expectations and hold your team members accountable for results. It is truly hardwork requiring focus and clarity. It’s not-so-comfortable with difficult people, but accountability is an essential leadership skill.

“You get a culture of entrepreneurship after you have successfully changed the accountability system so that people can use a better process. Process drives culture, not the other way around, so you can’t just change the culture, you have to change the system.” – Eric Ries

The reality is that in our companies, the idea of accountability can make or break our cultures and will certainly have a massive role to play in terms of our management approaches and the way that we’re achieving output in our businesses.

In this article, we discuss some of the different meaning of accountability to different people and what it should mean to your staff  to maitain a healthy and thriving workplace:

POWER: For some, the word accountability stands for the idea of power. This looks like control freak type bosses that are micromanaging this staff and that there’s a high level of surveillance. It looks like people being controlled in possibly fear or intimidation and it certainly does not look like rapport building or relationship. In this sort of situation, there is no questioning, there’s no answering back. This certainly has a role to play in defense forces or highly regimented workplaces, but it may not be exactly the best way to develop innovation and creativity in your team.

CONTROL: For others, the idea of accountability equals control. It looks like checking in on every single step that’s being done as it’s being done from the manager there down through to their staff members. So in this sort of situation, there’s no room for creativity. There’s no room for free thought. Everything is controlled down to the last minute and certainly, it can create a bit of a stifling culture in that company.

SUPPORT: For me, how I love to see the idea of accountability being rolled out in teams is with the idea of it being a support. Where the idea of accountability looks like the team members getting support and that they’re set up for wins in their regular work. They know how to do their work well and they rewarded when it gets done. If they need help, if they need to ask questions, they can come freely to their supervisors or their managers and get that, because the managers are just as much accountable to the employees as the other way around. This also means that the employees can be liberated to their own versions of creativity and innovation in the company.

So when you’re thinking about implementing accountability measures in your company, think about it in such a way that you’re offering a nurturing, rapport building type of culture in your company and the approach you’re taking is a positive one. Through this spirit, you’ll find such a dedication from your team in terms of building the business and you’ll see them being very invested in the future because they don’t feel controlled, they don’t feel overpowered. They feel supported and nurtured.

What Kind Of Business Do You Really Have?

I caught up recently with a business owner friend who is doing really well for herself. Running a service based business from home suits her lifestyle perfectly. From here she can manage her business and her family with ease. She loves being able to fit her clients in around school drop off and pick up, and gives her weekends to building her local community. Our conversation was humming along beautifully as we shared our highs and lows and ups and downs of business building. My eyes sparkled as we moved on to discuss the ambitions she has for her growth, and we explored what that might look like for her. It can be tricky to develop a growth strategy for a service-based business that currently runs from home, and the talk that I had with my friend highlighted one of the core reasons why.

“Growth is never by mere chance, it is the result of forces working together” James Cash Penny, founder of JCPenny

Every business in the world can be slotted into one of four categories:

HIGH MARGIN AND HIGH VOLUME

Wouldn’t we all love to own these!! Businesses in this first category are the mega big operations, the corporate giants, the well known leaders in their industry. If you are moving stacks of product, and there is chunky margin in there, you are a big player in the game. You probably enjoy a large market share, and you might even have a monopoly in your industry.

As a sole trader, my friend certainly did not fit into this category! Her business growth strategy was not going to be anything like the strategies used by these companies.

HIGH MARGIN AND LOW VOLUME

This category of business is where a lot of high end business coaches, consultants and professionals sit. It is also where high end retailers slot in. The amount of profit built into each and every sale means these businesses don’t need many sales at all to run a profitable business. These business owners may well be sole traders, or have a team of people to support them, or to roll out their core offering. Regardless of the business model, the point here is that these businesses function by making a relatively small number of very lucrative transactions.

My friend was not able to put her prices up significantly because the market will not pay more for what she does, so her growth strategy was not going to come from the approaches used by these business owners either.

LOW MARGIN AND LOW VOLUME

These are the hobby businesses, the micro businesses, the operations that rely on the business owner making a lot of sales with very small margins. You will see these businesses at the Sunday market, on Etsy or Ebay, or selling their wares from home. They potter around with their clients and customers, and they sell to their friends and families or to people online looking for a bargain. Their overheads are necessarily low, because they don’t have the cash flow to expand. Their pricing is based on what they need to cover their direct costs and create some pocket money for themselves. The owners rarely see the true costs of running their business, because these businesses are often propped up by the main breadwinner of the family, or by alternative income streams. These business owners might use their operation to pay for their family holiday, their shoe collection, or their love of music.

My friend could relate strongly with this business model. She described her business as having next to no overheads because she worked from home on her own, so there was no rent, staff or utilities to cover. But as we continued to talk, she realised that if she wanted her business to grow from being a cashflow hobby to a going concern, she would need to shift into a new business framework. She would need to factor in the true costs of running and growing her business. There are only two options for micro-business owners who truly want to grow beyond start up. Either put your prices up, which can be difficult if you want to continue serving the same market, or increase your volume of sales.

LOW MARGIN AND HIGH VOLUME

The Reject Shop, Alibaba, and Woolworths supermarket all have one thing in common. They all do business by selling massive volumes of products with a small margin. Businesses who deal in products or services that are costly to deliver – but people won’t pay more for them – have only one option for growth: You must create infrastructure to increase your volume of sales. This is the only way businesses like this can possibly develop beyond the hobby phase. With a Low Margin – High Volume model, your business will generate lots of sales with a tiny little slice of profit in each.

To put this into perspective, a lesson from the conversation I had with my friend: She had to realise that her business model did not really have the profit of a high end coach or top shelf retailer. Charging more for her services as they currently existed was not viable because her target market simply would not pay more for the services she offered. So she needed to start figuring out ways to deliver more of her services to generate more revenue. As a service based business owner, her only option was to train someone else to do the work she does, which meant her running costs had to include what it would cost to train and pay that new team member. She could still keep her operational costs to a minimum, because she could still work from home, and so could her new team.

Success with business growth is what we all want, but gaining an accurate understanding of the true nature of our business model is one of the foundational building blocks of this pursuit. For your little business to become a big business, the way margin and volume interact in your unique operation must be clearly understood. This relationship holds the secret formula for success.

Eye Spy A Half Dozen Hidden Profit Spots

We are all looking for ways to make more with less. Generate more money with less expenditure. Get more work done without adding staff. Make more out of our time because we certainly can’t create any more of that. Here are some super easy processes you can set up in your business this week to make more time and money out of your time and money:

“Frugality includes all the other virtues” Cicero

  1. Reward Excellent Performance

To get the most out of the investment you make into your team members, partners, contractors and service providers, invest time and perhaps money in identifying great performance and rewarding it. Ensure you are building up a culture of excellence in your company by setting up referral partnerships and affiliate programs with the people working in allied industries, because a referral to them is likely to result in them referring you in return. And when it comes to the performance of your team, it’s a no brainer that you should reward their achievements. Setting up a system to thank them with them bonuses, gifts, early marks and acknowledgement along the way will improve performance, loyalty and company culture.

2. Thank your clients

Setting up a water tight client follow up system is a no brainer for those who want to make more money fast. The customers you have now are your fast track to greater revenue and greater profits. It costs five times as much to acquire a new customer as it does to keep doing business with those currently on your books. Research proves that repeat customers spend up to three hundred times more with us than a new customer will. Set up a system to thank your clients for doing business with you. Anything from an automated email, loyalty discount, thank you card, right through to a hamper at Christmas or bottle of wine on their birthday. It is amazing how far a simple thank you will go to see your favourites coming back for more.

3. Follow Up Nos

You made the offer and it was declined … then what? I learned very early in my sales training that your prospect needs to be offered the chance to buy in seven times before they will accept. However, your follow up may not need to happen right then and there. Send an email, a card, a text, a reminder in Facebook. Rephrase your offer or take a new offer to an old prospect to see if this will be more suitable to their needs. Do whatever you need to do to keep the offer fresh and on the table, and available for acceptance. There’s an art to this that moves your approach away from overzealous harassment towards warm persistence. It comes from being authentic, charismatic, and accepting of your prospect’s current needs. Having a system for regular contact is the only way to maintain this type of connection and keep your prospects in the loop.

4. Reduce Waste

It all adds up, doesn’t it? Little labels to remind people to turn lights off and, clean up after themselves in the tea room, and close the doors when entering or exiting a room will save money on electricity, cleaners and heating. These little things may not seem like much, but when you come to the end of the year and you are evaluating your expenses wouldn’t you rather see all of those pennies bolstering your bottom line than the utility companies. This approach can save money on stationery, and cleaning products, tea room supplies, and even wages. Being frugal in business keeps expenses down and profits up.

5. Update Website

Your business is constantly evolving and changing and with this reality comes the need to update your website regularly. Set a routine to review all of the pages on your website to ensure your links work, your details are up to date, your photos are still current and your offers are still the best ones you can make for your market. I wonder how many sales are lost before they even began because the information online was out of date or the functionality broken. It pays to check in with your online self every month or at least every quarter, and set a checklist for the review to ensure you don’t miss sneaky bits that are easily overlooked.

6. Email Call To Action

Your business email footer is an oft-overlooked piece of branding and marketing real estate that is screaming out to be used. Take a look at all the emails you have received over the last few days to see how some of the clever companies are using their email footer. Not only will you find fabulous branding with logos and images, but some of the better ones will have links to their websites, appointment bookings, online reviews, offers and giveaways. With so many millions of emails flying around the internet, and half of them being sent from your business (hahaha!), why not make the most of the chance to put the good word out there. It may never result in a sale, but it will tell every person who reads your emails that you are as keen as mustard and ready for action.

Five Reasons You Should Get A Real Job

“It’s so frustrating! I want to follow my passion like you’ve always said but I’m not getting anywhere. I can’t afford it.”

My son is a highly talented musician who is also incredibly skilled in computers and techy stuff like that. We bought him his first drum kit for his second birthday after watching him in nappies, at one year of age, that he could hold a beat with perfect technique. Now, at 23 years of age, he makes electronic music and plays clubs and gigs in our home city of Melbourne. He doesn’t just love making music. It’s who he is. And like so many creatives out there, he is frustrated by lack of funding in the pursuit of his dream.

“A great leader’s courage to fulfill his vision comes from passion, not position,” John C. Maxwell

“You will need to get a job,” I replied. “Your dream is your responsibility, but so is funding it.”

This same philosophy applies to any heart-centred, soul driven business owner who started their business to make their dreams come true, but who keeps hitting cash flow roadblocks. The brutal realities of the marketplace make this pursuit like chasing a pot of gold at the end of the rainbow. You want to roll out your products and services far and wide, and you are driven by the deep conviction that this is your life mission. But you just can’t convert your prospects into profit, and your back is against the wall.

You might have a challenge with advertising, problems with your business model, a need for more leads, or a lack of clarity around how to package your offering. You might find it difficult to maintain consistency with your client care, struggle to manage your social media, or find yourself drowning in confusing, overwhelming admin. Whatever the problems you face behind closed doors, the simple reality is that if you had enough revenue you would be able to keep going. The breaking point for the businesses that don’t make it through their first three years is always in their cash flow. Businesses fail when there is not enough money to continue.

Finding employment doesn’t have to mean walking away from your business dreams altogether. On the contrary, it might be the very thing you need to keep up the chase. You could work after hours, part time, leaving just enough space to keep the flame of your business burning ever brighter. Here are five reasons why you might consider biting the bullet and getting a real job:

1. Pay your bills!! You don’t want to let things get so far behind as to default on overdue payments or lose accesses to essential services.

2. Fund your business growth. Whether you need business coaching, a new website, new equipment or more stock, growth money must come from somewhere. If it’s not coming from sales, why not bring it in from a reliable, predictable salary?

3. Get some sleep. A job could release the pressure valve just enough that you could catch some long overdue Zs. Take the time you need to rest your body.

4. Reset your mindset. The relief of having a little bit of money again might make you realise that you have worked yourself up into a frenzy trying to complete your life’s work overnight. This is not a sprint, but a marathon. Let time work its magic.

5. Build your infrastructure. When you are desperate for sales in your start up business, all you chase is sales. This is understandable and in many ways necessary, but it undermines your ability to build the management structures and systems you need to sustain your business growth. If you can earn enough money to just scrape by for a while, your future self will thank you for investing time, money and headspace into the big business you have always dreamed of.

Honestly, if it’s cash you need, consider getting a job. You heard me! If you’re building a business from scratch and you are not making enough money it’s time to admit that it’s not working just yet, and you need to meet your financial commitments. There are far too many great businesses that suffer unnecessary demise because the owner was too embarrassed or too naive to take the courageous step to rise to the responsibility of funding the creation of their opus. This is your legacy. Own it and nurture it through every season.

Become The Captain Of Your Growth

One of the most powerful attributes of the small business owner is the passion they have for their work. People like you work night and day to roll out their offering and expand their reach into increasingly larger segments of the market. I love owning and running my small businesses. Having lots of pots on the boil and managing my team towards bustling productivity is certainly the life for me. I take pride in managing my systems well, and love when I see the grand plan come together to achieve the outcome I have been crafting along the way.

While your passion for your business is certainly an asset which propels you through your toughest days, it has the potential to trip you up in your ability to drive your businesses to new growth. Many small business owners are so passionate about their products and services that they become tied to the work of delivering these, which essentially sees them working night and day IN their business, rather than stepping ahead of this motivation to work ON their business as the captain of their own ship.

They key to small business freedom is to set up the systems and processes that will transform the small operation you have now. To prepare yourself for the task of transforming your core business processes, you first need to take inventory of the work that actually happens in your business on a daily basis. You might be surprised at what you find by following these six preparation steps:

  1. Buy a brand new notebook and rule up the first few pages with three columns: time, task, duration, category
  2. Set an alarm to go off about every hour or two for the next 3 or 4 weeks
  3. At every alarm jot down the things you did in the previous block. Not every step, just the tasks themselves
  4. By the end of the four weeks you will start to see patterns emerging and categories you can chunk together
  5. Use these chunks to inform the restructure of your daily business tasks into well organised Business Departments
  6. Reorganise each of the tasks in your Task Journal so they are grouped together into their Business Departments

When you love what you do it is easy to forget that you don’t own a job, but a business. This business needs a manager who will rise to the task of building sustainable structures for growth. Systemising the routine tasks of your daily operations is the only way for you to free yourself from the daily grind and set yourself up as the leader who will steer their operations strategically through to limitless expansion.

Success Mindset Triad For Small

We all know the undeniable power of our mindset and the effect it has on our outcomes every day. Our mindset determines our expectations, our priorities, our goals, our actions, and how we feel about our situation at any given moment. This brain I have been blessed with sees things in systems, and when it comes to mindset, there are certain components of the equation that fit together to make things work for us. I’d like to sidestep my usual resource management thread in this article to take a quick look at the system that underpins all else in our business. I call it a Mindset Triad. These are the three components of a Healthy Business Mindset:

 “Whether you think you can or you think you can’t, you’re right” Henry Ford

1.THOUGHTS: “Positive thinking will let you do everything better than negative thinking will” Zig Ziglar

The first element of our Mindset Triad is our thoughts. I might appear to be stating the obvious here, but our thoughts have a primary bearing on our mindset. Studies show we have about 50,000 – 100,000 thoughts per day which equates to 35-48 thoughts per second. But the thing here, is that the majority of these thoughts are not new. We largely cycle through the same thoughts day in, day out. Only 5% of our thoughts are actually fresh and hot off the press.

I’m tempted to digress here into the untapped potential most of us have hidden in our ability to create new thoughts which would undoubtedly create new outcomes, but I will refrain. Instead, I will simply say this: The tendency of our brain to put our thought patterns on autopilot, churning the same ideas through on repeat like a broken record, is actually an asset we can harness. What if we ensured that our thoughts were positive, empowering, liberating, daring, bold, and filled with hopeful expectations of success? The “thinking” component of our Mindset Triad would truly become a habit which continued to serve us regardless of the circumstances.

2. ACTIONS: “We are what we repeatedly do. Excellence therefore is not an act, but a habit” Aristotle

While our mental scripts play a massive role in the management of our mindset, what we do with our time, our bodies, our responsibilities, our preferences and our impulses make a massive difference to our mindset. Our Actions then, are the second component of our Mindset Triad. How we act can lead directly to create a thought pattern. My actions can lead me to feeling proud, tired, deflated, or optimistic. What I do sends a message to me about me.

I often say that we are in the front row seats of our lives. We are our own first audience. If we see ourselves take a bold new step, we remind ourselves we are powerful to create change. If we watch ourselves stand strong, we prove to ourselves that we are steadfast and unwavering in our dedication. If we observe ourselves learning something new, we teach ourselves that we are flexible and agile and that we will not be intimidated by the price of progress.  Our actions write the script of our self talk, so we want to ensure that we see consistently ourselves travelling on the road to success.

3.FEELINGS: “We don’t have a Mental Health problem. We have a Feelings problem. We need to prioritise simply feeling good” Dr Rosemary McCallum. PhD

Our Thoughts and Actions certainly contribute directly to the health of our mindset, but these two vital elements contribute most to our feelings, which is the part of the “Mindset Triad” which allows us to experience reward. If we say the wrong thing, do the wrong thing, or think the wrong thing, ultimately we feel bad. If that bad feeling were to continue, or to grow by adding more bad feelings, it wouldn’t be too long before we had a struggle with our mindset that would start to see us unravel at our very core.

Our Feelings are such a pivotal part of our Mindset Triad that we should give them much more focus than we tend to. I’m not talking about indulging our feelings in such a way as to become selfish, lazy, immature or frail. What I mean here is making it our top priority to think, do and say the things that make us feel good. It feels great to think we will succeed, and develop a confidently optimistic outlook about ourselves and our ability to do well, regardless of unexpected twists and turns. So we should focus on developing those thoughts and maximising the results. It also makes us feel good to work hard and win. We feel great when we take a bold step out into something new and pursue a pathway of victory regardless of trials and obstacles along the way. So we should give those types of actions a go more often, backing ourselves that we will prevail.

Keeping these three components of the Mindset Triad in balance is not so much about trying to equalise each part. Rather, success with our mindset will come to the Small Business Owner who realises that positive thoughts and positive actions all hinge on our ability to make Feeling Good our first priority.