Prioritizing your Workday

It's Monday morning when you walk into the office. There are papers scattered about your desk, a full trash can, and about 70 emails in your inbox. You left in a hurry on Friday and now it's time to clean up the mess. It's hard to concentrate because on the way to work, you made out a mental to-do list and it was not a short one. As you start to straighten your office, the phone begins to ring and two co-workers stop by to chat. You glance at the clock: 9:15. Where in the world did that first hour go? Panic starts to grip your chest because you feel the day slipping away already and you had planned to be a superstar this morning and take care of half the things on your to-do list before 10am. Suddenly you can't seem to do anything because you are thinking about everything.

Sound Familiar?

Prioritizing your workload can be one of the most beneficial disciplines that lead to an effective day. I've gathered some tips on how you can do just that.

1. Gather all materials for work in one place.
It's difficult to get your projects done if you have stuff in piles between your house and office.
2. Create a list of three categories: Must-do, Should-do, and Nice-to-do.
3. Consider the consequences of certain tasks being held off until another day.
Obviously if one thing on your list is to complete a project for your co-worker who has a presentation that afternoon- putting this project off would put their job in jeopardy... and yours!
4. Use daily, weekly, and monthly calendars
5. Determine the amount of time to be spent on each task and try to stick to it!
6. Focus on one thing at a time.
7. Minimize interruptions.
For example, set three times a day that you check email, and don't sneak peaks in between.
8. Keep your list small- you can only do so much. After you've accomplished several tasks, you can always add more on.
9. Have a scratch pad nearby for any to-do items that threaten to disrupt your flow.
10. Re-prioritize as demands change.
If your boss comes in your office and tells you about an urgent conference call that needs to be scheduled, then obviously, that would trump your to-do list.

Take a few minutes Monday morning and establish your lists. You'll be amazed at just how efficient you can be. Remember to give yourself those time limits because the old saying goes "the project stretches to fit the time." Plus...checking tasks off on a to-do list is a whole lot of fun.

Good luck!

Does your Marketing Piece look like POO?

On my way to work, I've noticed a sign that is planted in the median on a 4 lane highway. It's a small white sign approximately 11x17 with a wooden post. I was intrigued by the fact that it caught my attention nearly every day even though it was so small.

That's pretty good marketing, putting a sign in the median like that, I thought. What made the sign more interesting is that it said "POO ROOFING" in large block letters. "POO??" I kept wondering why anyone would call their contracting service by the name of "POO."

Late last week, I was stopped in the turn lane, waiting for traffic and I was able to get a better look at the tiny roofing sign. It actually said "PDQ ROOFING." I had to chuckle to myself because I had been wondering for months why anyone in their right mind would title their business after fecal matter.

Where is this story going you ask? Well this interesting little sign made me think about how quick we are to slap something on a sign and stick it out for the world to see when we we're in the business of finding more business. The general thought is, "something is better than nothing." But I'm here to remind you that the wrong "something" can lead to a whole lot more "nothing."

I challenge you, and my own company, to take a second look at your marketing pieces. Review each piece with the intended audience in mind, how the audience will interact with the piece, and under what conditions the piece will be viewed. And instead of being satisfied with "it's fine," instead ask yourself, what could be done to make this marketing piece the best that it can be?

It could make the difference between PROFITS and POO.

I Hate Limbo

It was 1992 and the place to be on Tuesday nights was Fries Roller Skating Rink in Concord, NC. Of course I showed up, it was the only place any respectable 10 year old would be on Skate Night in Cabarrus County. Laced up in my white leather skates complete with hot pink wheels (a birthday gift from my dad), I would participate in "All-Skate," "Couples Skate," "Wipe Out" and yes...even "Limbo." I always hated Limbo. How attractive is it to ride on sakes in front of all your peers putting your face to the smelly wood floor and fall on your butt? I hated Limbo in 1992 and I hate Limbo now.

The kind of Limbo that I dislike today is the Price Wars Limbo- "How low can you go?" In a fight to tighten up spending and retain profits, businesses are doing some pretty crazy things. The craziest I've heard lately is something called "Reverse Auction." A businessman calls his vendors and tells him he will job out his materials to the lowest bidder. Whichever vendor can come in the lowest gets the "prize." How humiliating and non-cost effective is that strategy? Moreover, this strategy undoubtedly yields a dissatisfied customer.

What are your options when you find yourself in the middle of a pricing war? One option is to be the lowest bidder - but let's go ahead and scratch that option since we all know that being the lowest is 100% headache and 0% profit. The next option is to pass on the bid and the third option is to sit down and have a talk with your customer. Since passing on the bid will not increase your profits, let's examine the later.

In a recent article entitled "It's Crazy Out Here!" in Quick Printing Magazine, David Fellman encourages small business owners to first find out WHY the customer wants to find the lowest bid-- Is it because of your performance? If the customer admits that your performance has been great, then you have leverage for a convincing conversation.

Fellman writes, "If that's the case, (good performance) let's do something that could result in a 'win-win' instead of a 'lose-lose'. Obviously I stand to lose your business if it comes down to bidding for the lowest price, but you could lose, too, if a cheaper vendor can't deliver the same level of satisfaction...Let's look at everything- how it's used, how it works, the quantities you order...let's see if we can find some cost savings or performance enhancement in all of that."

By engaging your customer in a problem-solving dialog, you establish that you are willing to get dirty to make their business more viable. Most importantly, this dialog will lead you to discover new ways to meet client needs.

Remind your customers that they face a giant risk in switching vendors- especially when looking for the lowest bidder. Make them feel safe and secure by offering them the service they are used to with an added savings on the side.

Using 'Funny' and 'Free' to Save your Customers

On the way into work, I debated whether I should stop and get gas. There was a long line and I only had a quarter of a tank and a 30 mile commute to get home. Despite the price gouging $4.19/gallon, I pulled over into the ditch to wait my turn. Since it took me an hour to get to a pump, I had plenty of time to study the desperate driver's faces in the other cars: some probably late for work, others with children in the backseat (who I'm sure were late for school), and many contractors who would be out of work for the day without gas in the tank. Each face was different but on most, I saw extreme impatience and frustration. This magnified when a car would doddle at the gas pump or a patron would go inside looking for snacks as if there were not 50 cars lined up in the rain.

It seemed to me that the gas crisis mixed with a falling stock market and billion dollar bailouts on wall street undoubtedly have the average american a little ticked off.

This experience gave me an idea about small business marketing. Wouldn't it be nice if our businesses could be the bright spot in the day of the average american? Now is a unique time in history where a small act of kindness could really go a long way in the business realm. Consumers are getting busted from every angle and YOU could be the one business transaction that actually leaves them feeling happy.

Here are some ideas that I came up with:
1. Offer a "gas relief" hot dog lunch. Invest about $50, set up a grill in your parking lot and a few balloons with yummy condiments and give away free hot dogs to whoever stops by.
2. Launch "Customer Loyalty" programs that reward customers with fun prizes and discounts.
3. Add a dose of humor to your customer service department. Encourage your employees on the phones to be light, funny, overly courteous and helpful.
4. Offer walk-ins a free snack while they wait to be serviced. Make a couple batches of chocolate chip cookies and a pot of coffee. Put up a sign that says "Take a Sweet since the Economy is Sour."
5. Go the extra mile to be more patient with customers. You never know what someone is facing, especially during these uncertain times. Try to listen before you speak and go out of your way to make someone's day. They'll remember your kindness and remember your business.

Small businesses are the heart of our nation. If we take a stand to be the bright spot in the lives of our customers, we may just be able to make a difference.

Cohesive Literature that Makes the Sale

Check out this link Click here This article is from Entrepreneur.com, a premiere marketing website. It discusses:

1. Why you should have corporate literature that supports your business
2. The BENEFIT of hiring someone to design your pieces
3. The importance of high quality marketing pieces
4. Why all literature pieces should work together, reflecting one another in style and design.

Terms of Use - Do you have an agreement?

You have all seen and checked the little white box before every service or product that you buy over the internet: "Terms of Use: Agree or Disagree." Admittedly, I hardly ever, ok never, take the time to read the small print that's in those boxes but instead breeze right through to the check out page. In reality, this is a bit insane that I don't take the time to read the when's, where's, and how's of the money I'm about to send into cyberspace, but let's face it, who has the time?

I was working today on revamping our company's Terms of Use policies and I began thinking about how important this cluster of phrases is to a small company's long-term survival. I decided to pull up a website of a company that does similar business as ours, but on a much larger scale. I dug around their site until I found the Terms of Use policy and read it thoroughly. Obviously they had legal advice, because not everyone can put together a phrase with that many prepositions, run-ons, and triple-syllable words. It was a learning experience however, because the more I read, the more I realized how much needs to be covered in explaining a simple business agreement.

Here is a simple guideline of what needs to be included in your Terms of Use:

Introduction: Establishes the definitions of all parties and main subjects being discussed.
For example: This agreement (”Agreement“) between You and Jane Doe (”the Author“) consists of these Jane Doe's Blog ( “the Blog“) Terms of Use (”Terms“), etc.

Eligibility: Who is eligible to use your services? Are there age limitations? Specific company limitations, etc?

Fees: What fees apply? How will payment be collected? Are there required up-front deposits?

Receiving/Shipping: In what way will you collect materials (such as photos, files, etc) from your customer? What are the terms of product delivery upon completion? Are there any guarantees associated with delivery times?

Cancellations/Refunds: What are the terms and costs associated with pulling a project from production? How late is too late to cancel? At what point is a refund unacceptable?

Release: A statement that clears you from being responsible for a client's business going wrong due to your service.

Dispute Resolution: How disputes or conflicts will be handled and the terms of that process.

This is not an exhaustive list, because so many "terms of use" subjects are industry specific. However, this outline should get you thinking about your terms of use agreement. Include this agreement with all job orders so that you and the customer both know the expectations before the job begins. This increases effective communication and is a safety net for your company as you conduct business.

Fired for not Moving Up- a discussion about employee retention

"What happens to the person who rises to a level and then chooses not to go any farther? Great press operator, but he doesn't want to be production manager or learn anything other than what he is doing now...at some point you will have to convince that person to grow with you or your business will be stuck. "

I recently read this quote in an article written by Tom Crouser, CEO of CPrint and contributing columnist to Quick Printing Magazine. It was part II of a series entited "Case of Continuing Forever" a discussion on building a small business to last long after you are gone.

After reading the quote, I have to say I was a bit taken aback. Let's imagine the following: Here's a man that's worked hard all his life to be the best press operator that he can be. Keeping his station neat and tidy, he performs well under pressure, turns out error-free jobs, and rarely takes personal days. He's never wanted management because he's task oriented and not much for crowds, team activities, or public speaking. Above all, he takes pride in his work and does it well, probably better than any other pressman in the company.

According to Crouser, this pressman should be terminted for his disinterest in climbing the corporate ladder. Crouser argues that small businesses should adopt military style assessments of who is growing the company and who is not so that the company avoids ruts and stunted growth. He recommends a maximum amount of time that an employee can be in a position before they must either move up or move out.

My thought is this: if a small business employs only go-getters and ladder climbers, wouldn't they end up with a business full of type-A personalities, all trying to run the show? I firmly believe it takes all types of personalities and work styles to make an effective and complete team. Moreover, in a small business, if you are always moving people up and out, you would constantly be hiring, which is an expense in training and time that most small businesses cannot afford.

I do agree with Crouser that "you must be proactive in recruiting, training and developing..." If you employ someone who is unwilling to do his current job better, then that's an ineffective worker. All valuable employees should be looking for ways to do their job better. That's where the motivation and training come in. But terminating employees because they don't want to move up in the company seems ignorant and dangerous in the world of small business. After all, where would we be without the artisans that have mastered their machines after 10 years of service? Not every job can be re-taught and re-trained every two years.

Leave your comments on this issue and please discuss what has and has not worked in your small business.