How to Manage Multiple Business Locations

How to Manage Multiple Business Locations | Inc |By Darren Dahl | Mar 4, 2010

Thomas Friedman was onto something when he wrote his book, The World is Flat. Companies increasingly feel the need to expand their reach into new markets—both domestically and internationally—from a very early age.

One direct result of this expansion is that you may now be forced to manage multiple locations and oversee employees in distant offices—a fact that can cause quite a few challenges and headaches, says Eric Bloom, president of Manager Mechanics, a management-training firm based in Ashland, Massachusetts.

“No matter how widespread your organization becomes, you need to work hard to retain team cohesion and the philosophy that everyone is on the same team regardless of where they work,” he says.

Dig Deeper: Why You Should Expand

Managing Multiple Locations: 6 Challenges

1. Out-of-site-out-of-mind syndrome. When things get busy at your primary location, it can be hard to give your employees based at other locations the time they deserve.

2. Loss of spontaneous communications. Because you do not see your employees in the hallway or at meetings, there is very little natural or unplanned communication.

3. Attenuated logistics. Anything that cannot be sent electronically, must be mailed, which causes time delays and increased effort.

4. Complicated work assignments. It is harder to perform certain types of jobs or collaborate on them when employees are based in remote locations

5. Lack of team cohesiveness. Your team members will not know each other as well. This can easily lead to an “us-versus-them” mentality.

6. Concerns over general supervision. If you have a remote office that clients visit, it’s virtually impossible to see if your employees are arriving on time, working appropriate business hours or wearing proper business attire.

To tackle these and other challenges, then, organizational leaders need to focus on three key areas: systems, technology, and communication.

Managing Multiple Locations: Put Systems in Place

The old adage is that systems run businesses, and people run systems. “You must have systems in place to be able to standardize the quality of your communications, products and results,” says Bert Martinez, founder of Bert Martinez Communications, a business training and communications company with multiple locations. “Systems will allow you to duplicate offices and grow faster with reduce training times and supervision.”

The key is to establish clear responsibilities, boundaries, and authority, says Ann Latham, president of Uncommon Clarity, an organizational-behavior consulting firm in Easthampton, Massachusetts. “Vague responsibilities create the proverbial cracks into which everything drops,” she says. Muddy boundaries create disasters ranging from personnel problems to legal ones while insufficient authority can become a source of delay and demotivation. “An employee with everything needed to exercise good judgment except either the authority or sense of responsibility to do so is worth little,” says Lantham.

The point, then, is to make each employee’s responsibilities clear through an organizational structure combined with a system that measures each and every employee, and holds everyone accountable for delivering on their work responsibilities regardless of where they are based.

Dig Deeper: Building Systems to Manage Your Business

Managing Multiple Locations: Adopt New Technology

With the advent of the Internet, and the prolific surge in the number of collaborative tools that have spawned from it, technology has become an integral part of the backbone for any far-flung organization, says Bloom, particularly because it can help your organization cut down on business travel expenses.

While many organizations rely on custom-built software platforms and intranets as collaborative platforms, some of the most commonly-used tools by small businesses in particular are also either free, cheap or available as a software-as-a-service, which means you can access these tools over the web for a monthly fee. Some of the best and cost-effective options include:

• Google Documents, Gmail and Calendar for internal training and communication.
• Basecamp: An popular project management tool.
• Facebook : The now ubiquitous social networking tool is just as useful for business as it is for personal applications.
• Skype: The surge in VOIP technology and software means that you can communicate with remote employees cheaply and effectively.
• Salesforce.com: One of the most popular tools around, Salesforce.com allows remote sales team to collaborate in real-time on maintaining your company’s sales pipeline.

A new wrinkle in terms of technology is that many firms have begun to equip all of their employees with smart phones such as the iPhone as a way to enable them to access any web-based technology regardless of where they are, including many new applications.

Dig Deeper: The Latest Small Business Technology News

Managing Multiple Locations: Focus on Communication

Systems are a must, technology is important tool however, none of these will work with out real communication, says Martinez. “Communication is the key to collaboration with your offices, coworkers, and clients,” he says. If you neglect this aspect of running your business, you do so at your own risk, particularly in a business with multiple locations. That’s why Martinez also makes having his employees have time face-to-face a priority by having his offices take turns hosting each other once a year to enable communication between people on all levels.

Other tips for fostering communication between your employees based in the office and elsewhere include:

1. Establish full team weekly staff meetings via phone or webinar to get your whole group together.

2. If possible, have web cams so your team members can see each other.

3. Make each physical site responsible for a specific type of work, rather then assign random tasks associated with a central project.

4. When doable, have the CEO or management members personally visit each remote site on a scheduled basis, every month, for instance.

5. Establish weekly phone-based staff meetings individually with each remote group so that each physical location will get time with top management.

6. If possible, get your whole group together once or twice a year for staff meetings, brainstorming and team building.

Dig Deeper: How to Improve Your Communications Skills

Managing Multiple Locations: The Global Workforce

Managing multiple locations across the U.S. is hard enough. But when you add a new sales office or manufacturing plant overseas, says Bloom, you can actually run into a host of new challenges associated with cross-cultural communication that include:

1. Time zones. There is limited or no overlap in the standard workday.

2. Language. Even if everyone has a common language, English for example, differences in accents, language fluency, and the use of slang expressions can make communication extremely difficult, particularly on conference calls and speakerphones.

3. Social norms. Cultural differences from country to country can accidentally cause tension, embarrassment, and miscommunication.

3. Holiday schedules. Scheduled meetings, reporting deadlines, cash flows and standard business processes can be derailed or delayed based on local holiday schedules.

4. Technical connectivity. Not all countries have high-speed connectivity at all locations.

5. Labor laws. Laws regarding hiring, employee termination, hours worked, layoffs, sexual harassment differ from country to country.

6. Business-related laws, ethics, and practices. Business is conducted very differently from country to country.

7. Personal-privacy laws. In European Union member states, the laws regarding the personal use, storage, and transport of personal information are quite stringent compared with those in the U.S.

Dig Deeper: Building the Best Virtual Workforce

Managing Multiple Locations: Adapting to Different Cultures

Bloom suggests tackling these challenges by considering the following tips:

1. Find one key contact in each country that is very knowledgeable in local customs, business practices, and laws.

2. Learn to pronounce people’s names correctly.

3. Gain a basic understanding of country politics and current events.

4. Know the names of your managers and leaders in those countries and pronounce their names correctly.

5. Find ways to take advantage of the time zone differences.

6. Be respectful of the differences between people and cultures.

The bottom line in managing multiple locations, says Martinez, is to help make everyone in your company feel motivated and part of the team, regardless of where they do their work. “When your people feel good and that they matter, they will perform better,” he says.

Dig Deeper: How to Be a Lead Teams in Emerging Markets

Managing Multiple Locations: Additional Resources

Corporate Agility: A Revolutionary New Model for Competing in a Flat World, by Charles Grantham, James P. Ware and Cory Williamson (AMACOM, 2007.) This book will show you how to get your company to embrace new technology, understand the ever-changing workforce, and rethink the way you structure work environments to deal with the global economy.

Competing in a Flat World: Building Enterprises for a Borderless World, by Victor K. Fung, William K. Fung and Yoram (Jerry) Wind (Wharton School Publishing, 2007.) A book filled with solid tips to create a flexible organization capable of competing anywhere.

The Facility Management Handbook, by David G. Cotts Kathy O. Roper and Richard P. Payant (AMACOM, 2009.)
A great reference guide for understanding and implementing best practices for the modern workplace.

Three Best Ways to Improve Your Online Reputation

Great article in The Wall Street Journal | Small Business By RAYMUND FLANDEZ –

These days, a great danger lurks just a few clicks away: the online review. By Googling your company’s name, anyone can read and track your business’s performance – including missteps, poor service or less-than-stellar products.

Protecting your company’s reputation is now a 24-hour vigil. Negative reviews – whether they’re merited or not – can turn away potential customers and vendors, and reflect badly on your company’s brand.

The good news is that small-business owners can be proactive in securing positive reviews by asking satisfied customers to share their experiences. But what if it’s already too late?

Here are the three best ways to improve your online reputation:

1. Reach out immediately to dissatisfied reviewers. Their negative comments don’t need to be the end of the conversation. Small-business owners should attempt a dialogue, experts say, as complainers might improve the review or take down the post. Oguz Ucanlar, president of SpaForever LLC in Chicago, managed to turn around bad reviews on Yelp.com by contacting the aggrieved posters. He apologized, explained the situation and offered the reviewers discounts or a free massage. The result? One bad review was deleted, and the spa’s overall rating went up. “I take it really seriously,” he says. It also helps that Yelp now allows business owners to respond publicly to any customer comment, giving others a window into how the business treats its most finicky customers.

When a bad review surfaces, an apology goes a long way, says Lisa Barone, co-founder of Outspoken Media Inc., a Spring Hill, Fla., Internet marketing company. “Most people just want to be heard,” she says. “They just want to know you’re listening and you care, and that you’re going to try and fix it.”

Keep in mind that a negative review can sometimes be helpful. Case in point: an online customer of Nationwide Candy LLC of Albuquerque, N.M., complained after she received the wrong bubblegum product. Turns out, the candy wholesaler had posted an incorrect image on its site. “It just casted a bad image on us,” says Ken Hanson, its general manager, who immediately corrected the error.

2. Flood search engines with content you can control. Use digital media’s reach to your full advantage, says Evan Bailyn, founder of First Page Sage LLC, a New York search engine optimization company. Mr. Bailyn says he often helps clients put “good publicity on top to knock bad publicity off the first page” of search engine results. To do that, he suggests releasing press releases through prnewswire.com or pr.com and building Twitter, Facebook and YouTube accounts since these social-media sites show up high on search results. “The overall strategy is inundating the Google results with as much good or neutral content as possible so that the bad seems like an anomaly,” Mr. Bailyn says.

3. Appeal to bloggers to review your company or your product. Getting others to weigh in can be an effective way to generate neutral or positive reviews to counteract negative ones. Influential bloggers in your niche market can bring instant credibility to a company. If you already know bloggers in your industry, read or reach others by simply scanning their blogrolls, a handy list (typically placed in the sidebar) of potential contacts. Alert them to news about your product or service as a first step in building the relationship.

While it’s controversial, some business owners say they’ve improved their reputations through sponsored blog posts. Netfirms Inc., a Web-hosting company in Markham, Ontario, is paying $10,000 to SocialSpark.com, a marketplace for paid reviewers, and to about 60 bloggers to write 200-word reviews of its new Twitter service. “The more positive feedback that we can have, the better,” says Dan Feferman, its product specialist and community manager. Other sites to consider are PayPerPost.com, SponsoredReviews.com and ReviewMe.com, Mr. Bailyn says. Costs can range from $15 to $150 per posting. While some business owners liken sponsored posts to traditional ads, keep in mind you could turn off potential customers. To prevent that, make sure the blog post contains a disclosure that it’s a paid or sponsored review.

Write to Raymund Flandez at raymund.flandez@wsj.com

Quick! Tell Us What KUTGW Means

he Wall Street Journal | By STEPHANIE RAPOSO, AUGUST 6, 2009, 6:42 P.M. ET

Kate Washburn didn’t know what to make of the email a friend sent to her office with the abbreviation “NSFW” written at the bottom. Then she clicked through the attached sideshow, titled “Awkward Family Photos.” It included shots of a family in furry “nude” suits and of another family alongside a male walrus in a revealing pose.

After looking up NSFW on NetLingo.com—a Web site that provides definitions of Internet and texting terms—she discovered what it stood for: “Not safe for work.”

Say What?
A sampling of some popular shorthand texting terms.

* UG2BK . . . . . . . You got to be kidding
* GBTW. . . . . . . . Get back to work
* NMP . . . . . . . . . Not my problem
* PIR . . . . . . . . . . Parent in room
* GFTD. . . . . . . . . Gone for the day
* FYEO. . . . . . . . . For your eyes only
* BI5 . . . . . . . . . . Back in five minutes
* DEGT . . . . . . . . Don’t even go there
* BIL . . . . . Boss is listening
* PAW. . . . Parents are watching
* 99 . . . . . . Parents are no longer watching
* PCM . . . . Please call me
* IMS. . . . . I am sorry
* TOY. . . . . Thinking of you
* KUTGW. . Keep up the good work
* CID . . . . . Consider it done
* FWIW. . . For what it’s worth
* HAND . . . Have a nice day
* IAT . . . . . I am tired
* NRN . . . . No response necessary
* 4COL. . . . For crying out loud
* WRUD. . . What are you doing
* LMIRL. . . Let’s meet in real life
* ^5 . . . . . . High five

“If I would have known it wasn’t safe for work, I wouldn’t have taken the chance of being inappropriate,” says Ms. Washburn, 37 years old, a media consultant in Grand Rapids, Mich.

As text-messaging shorthand becomes increasingly widespread in emails, text messages and Tweets, people like Ms. Washburn are scrambling to decode it. In many offices, a working knowledge of text-speak is becoming de rigueur. And at home, parents need to know the lingo in order to keep up with—and sometimes police—their children.

One reason for the surge in texting abbreviations—more than 2,000 and counting, according to NetLingo—is the boom in social-media sites like Twitter, where messages are limited to 140 characters. Text messages, too, are limited in length, so users have developed an alphabet soup of shorthand abbreviations to save time, and their thumbs.

Taking time to learn the jargon may seem like a WOMBAT (“Waste of money, brains and time”). But with over one trillion text messages sent and received in the U.S. last year, according to CTIA-The Wireless Association, an industry trade group, you run the risk of feeling out of it if you don’t.

“If a CEO does not appear to be tech-savvy, people may start to wonder, ‘Is the company not plugged into today’s technologies also?’” says Stephanie Grayson, a corporate speech and media trainer based in New York.
Translation Sites

The confusion has given rise to a number of resources that provide English translations for terms like WRUD (“What are you doing?”) and TTYL (“Talk to you later”)—among them independent Web sites like NetLingo.com and UrbanDictionary.com and corporate ones like LG Mobile Phones’ DTXTR.com. Textapedia, a pocket guide to texting terms released last year, is sold in over 4,000 stores nationwide. NetLingo reports a 391% increase in the number of unique visitors over the past five years, while UrbanDictionary says it saw a 40% jump in its unique visitors last June from June 2008.

Both the AP Stylebook and Merriam-Webster Dictionary recognized texting shorthand for the first time in their 2009 editions, which were released in June. The AP Stylebook now includes IMO (“In my opinion”), ROFL (“Rolling on the floor laughing”) and BFF (“Best friends forever”), among others. Merriam-Webster defines LOL (“Laugh out loud”) and OMG (“Oh my God”).
Related

* Texting Truckers, Motorists on Mobiles and Other Reasons Why I Hate Driving
* Cellphones: Better Than Your Spouse and/or Alcohol
* Iowa Teen Wins Text-Messaging Championship
* Beware ‘Cellphone Elbow’
* Its Ovr: Breaking Up by Text Message

“These abbreviations have shown they are very likely to be a part of our language for a long time,” says Peter Sokolowski, editor at large at Merriam-Webster.

Branding strategist Elizabeth Kanna, 50, maintains a “Mom’s Text Talk Sheet,” a cheat sheet of over 30 textisms created and updated constantly by her three teenage daughters, on her desk at work. Ms. Kanna, who lives in Sacramento, Calif., says she refers to it daily as many of her clients prefer communicating through text shorthand like SWDYT (“So what do you think?”) and WDYM (“What do you mean?”).

Bert Martinez Communications LLC, a Houston-based consulting firm, hired a 20-year-old and two teenagers last fall to help teach texting vernacular to its staff of six. “It gave us the confidence that we could use the lingo and connect with the younger clientele on their level,” says Bert Martinez, president of the firm, which now conducts about 20% of its communication with clients via texting.

Teenagers, for their part, text in code for a reason, says Anne Mitchell, president of the Institute for Social Internet Public Policy, based in Boulder, Colo. “It is usually because they are involved in activities which they don’t want their parents to discover, such as casual sex, drugs and alcohol,” she says. Indeed, parents may be startled by such popular terms as GNOC (“Get naked on camera”), POS (“Parent over shoulder”), LMIRL (“Let’s meet in real life”) and IWSN (“I want sex now”).

OMG!!!! WSJ’s Andy JORdaN witnesses the crowning of AmErica’s top txtr. It’s LOL!

Susan Avery, senior editor at ParentDish.com, AOL’s parenting Web site, says she has observed parents becoming more concerned about not knowing what their kids are talking about. “The best thing is to embrace it and use it as a bonding experience with your child,” she says.

Shannon Snyder, a writer in Vancouver, B.C., uses DTXTR.com to monitor her children. “I don’t want my kid to be the racist or the rude kid because he’s repeating a random composition of letters he heard someone else say in school and thought it was cool,” says Ms. Snyder, 34.

The fact that 15-year-old Jack Beisel’s mother uses texting shortcuts like HBU (“How about you?”) and CIL (“Check in later”) strengthens their relationship, he says. “It makes her seem like she’s a little more understanding about modern culture,” says Mr. Beisel, who lives in Bayport, N.Y.

The consequences of misunderstanding the lingo can be mortifying. Cassandra McSparin, 23, of Jim Thorpe, Pa., knew a woman whose friend’s mother had died. The woman texted her friend: “I’m so sorry to hear about your mother passing away. LOL. Let me know if there’s anything I can do.”

It turns out she thought LOL meant “Lots of love.”

Write to Stephanie Raposo at Stephanie.Raposo@wsj.com

Kicking Your Butt

Kicking you own Ass. It’s one of my favorite scenes from a Jim Carey movie call Liar, Liar. Here’s the lesson  If your harder on yourself, if you demand more from yourself than what is expected life becomes easier. Sales people are always asking me, “Bert, how do I motivate myself?  How do I stay positive Bert?”  Here’s the secret.  How you feel is more important than what you know. Put it simply, your emotions lead to your belief system, your belief system lead to actions and your actions lead to results – good or bad.  The better you manage your emotions, the more positive your results will be.  Good or bad day?  That’s  completely programmable.

Emotions are skills. Your emotions will drive your attitude and if you have the right emotional skills, you’ll act instead of think, develop a emotional skills.

The Single Most Important Rule of Business

This might possibly be the single most important rule of business or sales.  If they LIKE you, BELIEVE you, have CONFIDENCE in you and TRUST you, then they may be they will do business with you or buy from you.  Now of these four things LIKE, BELIEF, CONFIDENCE AND TRUST, which one do YOU think is the most influential?  Raise your hand if you thinking it BELIEF c’mon raise your hand?  Raise your hand if you thinking it’s CONFIDENCE?  Who thinks TRUST raise your hand? Raise your hand if you thinking it’s LIKE?

If you were thinking TRUST you’re almost right. If you were thinking LIKE you’re right.  Can I  give you guys and an example? Pretend you’re a single woman of the opposite sex, you go out on a date with some guy.  You come back and now you’re talking about the date with mom or girlfriend or whoever, “You know Betty, I really trusted this guy, but I didn’t like him!”  Oh Betty I like him a lot and I hope we go out – what? Again. I hope we go out again  Liking leads to trusting. Trusting leads to confidence and confidence leads belief. Are you with me on this?

See if you’re not likable the best thing for you to do is get out of people business.  Get a job on the bomb squad or as secret government assassin where not being likeable is ok.

Now everyone will tell you to do what? Become a trusted advisor.  However the only way that you can become a trusted advisor is to first become a friend. The only way that you can become a friend is to be liked – cool?

Seven Strategies for Sales Success

Two common questions that I hear all the time, what do I need to learn to succeed in sales and what do I need to do to succeed sales? Here are a few strategies of sale success.

Succeeding in sales is a learnable skill. Being poor in sales is a learnable skill. You may need some sales team training, but whatever you choose sales is a learnable skill.

Number one; grow your people skills – remember the customer buys you first. Sell yourself before you even try to sell your company or your product. The client looks to you for assurances and trust.

Number two; sell the benefits – make a list of your benefits that your competition does not have. Use questions that your competition does not ask is good strategy.

Number three; master the objections – there are no new objections so get rid of the existing ones. Make a list of the objections that you hear over and over again. Not interested. Happy with present provider. No budget. Better offer from your competition, etc. And role play the answers.

Number four; target your ideal customer – Make a list of your ideal customer’s traits, B credit, 5-10 employees, 5 plus years in business, 3 plus locations. Make a list of the prospects that match those traits, contact only those “ideal” prospects. It’s a smaller but better list.

Number five; be, do, have –BE a student of sales team training, never stop learning. This is how I mastered sales. After you learned a new technique, DO it – role play it with friends and associates, teaching is a great to role play it too. Then use it that day. Doing leads to HAVING and the more skills you HAVE the faster you be come a master of your craft. Remember to adapt what you’ve learn to your personality style.

Number six; how you feel is more important than what you know – you heard it before “ attitude is everything” learn how YOU keep a positive attitude, what triggers attitude changes in YOU. Study emotional strategies every morning. The secret to attaining sales success is how you feel about money, yourself, sales, and success. Rich sales people are rich because how the feel, broke sales people are broke because how the feel.

Number seven; save money – this was a big turning point for me, when I started to save just 10% of my income. The savings created peace and confidence that comes with knowing that you have thousands of dollars in the bank. I’ve met hundreds of good and broke sales people, they spend everything they make. Begin with saving 10% of your income and get to the point that you can save 20% or more.

Here’s a final thought. Succeeding in sales is a learnable skill. Losing at sales is a learnable skill. You may need some sales team training, but whatever you choose sales is a learnable skill. Getting ahead is a result of doing certain things over and over again. And you are in charge. You decide how much you want to succeed by remembering 6 words. “Repetition is the mother of skill.”

Let me ask you – if I blind-folded you and placed you in a dark room and asked you to tie your shoes could you do it? Why? Because you repeated the shoe-tying process a zillion times, right? Again mastering sales takes repetition to master the skills.

Business Owners Try to Motivate Employees

Wall Street Journal | Small Business By SARAH E. NEEDLEMAN – JANUARY 14, 2010

As Recession Lingers, Managers Hold Meetings and Change Hiring Practices to Alleviate Workers’ Stress

Some business owners say their employees—after months of dealing with layoff worries, wage cuts or scaled-back hours—are stressed out and in need of extra attention.

In November, Nancy Jackson was able to hire a new full-time salesperson for the company she co-owns, Architectural Systems Inc. in New York, but found herself facing an angry 19-person staff. “I couldn’t believe their reaction,” she says. Just a few months earlier, some had seen their workweeks reduced or salaries scaled back; two colleagues had been laid off.

Nancy Jackson, center, and Ron Jackson, left, co-founders of Architectural Systems Inc., met with employees to discuss hiring changes at the New York firm.

To mitigate the situation, Ms. Jackson quickly called a meeting to explain that beefing up the firm’s sales force was a necessary first step for making a companywide recovery. Meanwhile, she has since gone about hiring differently, she says, bringing on a new marketing associate as a temporary part-time employee, rather than a full-time staff member, so as not to rile her team. “There’s been a lot of emotional hand-holding here that we’ve never had to do before,” she says.

As the recession lingers, business owners are finding it necessary to take extra steps to make employees feel valued. They say their efforts—many of which cost little or nothing—are critical for maintaining employee productivity, confidence and satisfaction.

“Your employees are being bombarded with doom and gloom,” says Bert Martinez, a small-business adviser in Houston. “If there’s anything you can do to make your employees feel secure and that they’re important, they’re going to work better.”

What’s more, making strides now could help reduce turnover when the job market recovers. A recent Conference Board survey of 5,000 U.S. households showed that just 45% of respondents are satisfied with their jobs, down from 61% in 1987, the first year the survey was conducted.

To show appreciation for her five employees, Elise Lelon, owner of The You Business LLC, a leadership-consulting firm in New York, says she upgraded their job titles. “It doesn’t cost me anything and it makes them feel good,” she says. “You’ve got to think outside the money box when it comes to motivating your employees in this economic environment.”

Ms. Lelon says workers tend to value senior titles like “director” and “manager” because these can make their résumés more robust. “I have two housewives who were high-powered women before they settled down and had families,” she says. “We crafted titles and roles that offer them more continuity. As a result, they feel as if they haven’t missed a beat with their careers.”

Elise Lelon, right, upgraded job titles to motivate employees at her consulting firm, The You Business LLC.

Ms. Lelon pulled other levers as well. For example, she granted her staff the option to work remotely and at hours of their choosing, including nights and weekends. “Autonomy is worth a lot to people,” she says. “This creates an entrepreneurial environment for them.”

And because she didn’t give out pay raises last year, Ms. Lelon says she created a generous bonus-incentive program tied to the amount of revenue her employees generate for the firm. “It gets their juices flowing and it helps the business grow,” she says. “Today, it’s all about switching fixed costs to variable costs whenever possible.”

Christopher Mills, co-owner of Prime Debt Services, a debt-management firm in Dallas, took another approach. Last spring, he began meeting privately with his 14 employees once a week to let them vent, share ideas or just shoot the breeze. “I found the more I listened, the better they pepped up,” he says. “It takes time from me, but it’s worth it.”

Mr. Mills says he has gained valuable information from the get-togethers. For example, an employee once explained that he and some colleagues were upset because the prior week’s sales leads hadn’t been distributed evenly as usual. “It looked like all of a sudden we were playing favorites,” he says.

Immediately after, Mr. Mills met with his sales team to explain that what happened was a mistake, thus avoiding “a huge mutiny,” he says. “When they get it off their chests and realize I do care, it becomes my problem to solve. I can address it and they can go about their day being productive.”

Mr. Mills has also been showing his staff appreciation by preparing them a breakfast of waffles, bacon and coffee every Wednesday. “It’s one less thing on their to-do list.”

Write to Sarah E. Needleman at sarah.needleman@wsj.com

Boosting Holiday Sales – 5 Mistakes to Avoid

The new holiday season has arrived, and you still don’t have a marketing plan to reach out to new or existing customers. Wondering why the same holidays seem to sneak up on us every single year? As we try to prepare ourselves for own family, shopping, gift giving and travel, it’s no wonder we often forget about our businesses marketing during all the holiday chaos.

It’s quite common for business owners to freeze their marketing efforts over the holiday season with the notion that they’re going to start strong in the new year; little do they know, however, just how many opportunities have passed them by.

The holidays can be the best time to bring in new business and reconnect with current clients and customers. The holidays are not just for brick-and-mortar stores; it can also help your business by boosting revenue and customer loyalty before the end of the year.

Here are the top five holiday marketing mistakes businesses make:

1. No Plans. Your holiday marketing plan should have been planned at the beginning of the year, but now it’s the holiday season, so what do you do? Take some time today to decide what you are going to do and offer for the rest of the holiday season. If it’s just too late, then start planning now for the next holiday. Also establish the habit in 2010 to set a marketing calendar at the beginning of the year that can serve as a blueprint for your marketing plans year round.

2. No Communications. Although the Christmas holiday season is frantic for most, for some businesses it’s actually the slowest and the best time to pick up the phone and make a call for their business. Many business owners mistakenly think that offices are closed or people are too distracted or busy to be bothered. If you choose not to follow up with leads or customers because it’s a busy time of year, you’re making excuses. If it’s not this holiday, it’ll be the New Year, or Valentine’s Day or Spring break, then summer. Now is the best time to market precisely because so many of your competitors don’t.

3. Zero Holiday Offers. Remember any product or service can be repackaged with a holiday offer or theme. Search online to see what other companies are offering; it might spark an idea or two for your business. People, for the most part, love the holiday season; they like to focus on gift giving, vacations and family time. So if you don’t provide a holiday special or offer that helps them with their needs, you are missing a great opportunity.

4. Not Sending Holiday Greetings. Take a few hours out of your day and hand write a holiday greeting card. There are automated systems such as SendOutCards.com where you can design your own card (to add a personal touch) and you can even send a gift with the card, this service will put the postage on the card and send it for you, saving you a trip to the post office. AT the very least send out an email card. Your customers have been loyal, bought from you and supported your business year round; you need to let them know that you are not only thinking about them over the holidays but that you are grateful for their business.

5. Customer Surveys. How are you going to know what worked and didn’t if you don’t ask? Find out what worked and what didn’t, look at your systems and your marketing, and then make improvements and enhance your current offerings. Aweber.com has great online survey templates. Offer a free gifts or discounts to customers who take the time to complete your survey. If you keep doing what you have always done, you’ll keep getting what you’ve always gotten.

Bert Martinez is an International Sales and Business trainer. Martinez specializes in building businesses worldwide using the power of proven marketing and business strategies.

10.5 Biggest Mistakes to Avoid When Starting A Business

The following list is derived from my experience. Based on my actions and results I retired from corporate America at the age of 28. Filed bankruptcy at 30. I’ve been involved in several successful businesses and many unsuccessful ones too.

#1 – Never let your expenses exceed your sales. Yeah, I know that’s easy to say, because you say “Jeez, that makes perfect sense, if my expenses never exceed my sales then quite honestly I’m always going to have positive revenue. I’m always going to be in the profit. Wow. That’s fundamentally smart. But c’mon Bert, it doesn’t work that way in the world. Why? When we start out we don’t have any sales yet, and so our expenses have to exceed our sales on day one.” And you’re correct. That’s true, so I want you to have a concept, a goal or even a burning desire. That you will make those days the fewest number of days absolutely possible that your expenses are exceeding your sales.

#2 – Failing to collect the money or the receivables. Question – Should you really be extending credit to people? I don’t care what business your in retail, wholesale, hospitality, legal, or whatever. Selling is what you about not carrying receivables. Don’t extend credit, get paid now! Look fewer customers that have paid you 100% are way better than having more customers when some of them didn’t pay you at all. More cash, less stress – you don’t have to be real smart to do the math.

# 3 – Failing to take care of your employees. People have say that the customer is number 1 – right? Maybe not. Well who is taking care of your customers? Your employees handle quality and service and delivery? Well if you haven’t taken care of your employees, they’re probably not going to take care of your customers very well. It’s just that simple. It’s goes without saying that if you do take care of your employees, they will take care of your customers.

#4- Failing to take care of your customers. Real simple the easiest customer to get are existing customers. There is usually more profit in repeat customers than in new customers. A happy customer is a good customer a good customer refers more customers. Take care of your customers and they will take care of you.

#5 – Underestimating your competition. We can, no matter what business we’re in, we think of our competitor as dim-witted, we think of our competitor as incompetent. Remember this -our battle isn’t against them. It’s for the customer, not against our competitor. We don’t win by doing damage to the competitor. We’re not in a battle with him really. We’re in a battle for someone else. So quit thinking about the competitor and start thinking about your competitor’s customers.

#6 Inadequate capital – Now I’ve started business with no money because I had to but then you quickly come to realize that you do need money to operate. You do need capital to grow the company and get to the next level. And here are 2 rules you should remember about capital. And, just in case your not clear, capital is the money we need to fund the organization, to buy the inventory, to hire employees, to do all those things that we’re going to need to do. Well here’s are 2 rules you need to appreciate. Is that your expenses are going to be hirer than you anticipated and your revenue is going to be slower than you anticipated. Those two statements are true in 99.99% of every single business that has ever started. Well that’s what happens. It happens almost all the time. Because we are optimistic, if we weren’t optimist we wouldn’t have started a business. We over-projected what our revenues are. What I’m telling you as a practical, experienced businessman lower that number. Now if you beat, if you excel… wonderful! Find a place to spend it. But if you have shrunk it down, conservative in your projection then you might be safe.

#7 Underestimate the length of time to break even. The break even is a magic moment in the making of a business and if you don’t understand let me try to explain the concept to you. Break even is that magic point when you quit putting money into a company and the company is finally sufficient enough that it starts to pay for itself or is finally starts to pay you for having been there first.

# 8 Focusing on profits instead of on cash flow. Business people, when they first start out, they focus on profits instead of on cash flow. And I know this is going to sound like sacrilege to some people saying well,” aren’t we supposed to be all about profits? absolutely, and yes! And we want to get there as fast as we possibly can! But before we get there we have to make sure something else happens first, and that is that we always have positive cash flow. We always have enough money to pay the rent. We always have enough money to pay out employees. We always have enough money to buy more supplies, to do more marketing, that’s really crucial. That’s called cash flow. Profits will follow the cash flow I guarantee it. Now there’s a different in being profitable and having positive cash flow, you can be unprofitable where you’re actually losing a little bit of money but still have positive cash flow. I’m telling you when your first starting a business, if you have to pick between the two, now if you could have both of them, great go get both of them and that would be wonderful, but I also will tell you from experience getting both of them when your first starting out is really going to be complicated. You’re going to have to make a decision between the two. Pick cash flow when you’re first starting your business.

#9 Over estimating size of your market. Entrepreneurs are optimists and we tend to have this attitude that everyone is going to want to buy what we have – that just doesn’t sell. Get over it. Just come to understand that it’s not going to happen. So what you need to be able to do is think about Bottom Up Marketing. It isn’t how many potential, how many people are out there, it’s about what you can you really do. Bottom Up Marketing looks at your capacity. So if you’ve got 1 employee, 3 employees, 7 employees, that’s all you can handle. It doesn’t matter how many people might want your widget. You can’t handle it! So think coolly about the real size of your market and don’t ever estimate it because you can’t handle it right now. You only need enough market to handle the capacity you presently have, and if you can do that efficiently you will be profitable, and if your profitable you’ll be successful and if your successful you can grow the company again, and again, and again. Do a little research on “Bottom Up Marketing” and you have a better understanding of the concept

#10 No Advertising/Marketing plan. So how are you going to drive your sales through advertising or through sales people. You need to develop your marketing plan, you need to have enough capital to drive sales. I’ve seen to many times were entrepreneurs will invest all this money in equipment or to get the doors open only to discover they have no way to adequately drive sales.

#10.5 – Exit strategy. At one point, P.T. Barnum noticed that people were lingering too long at his exhibits. He posted signs indicating ” “This Way to the Egress”. Not knowing that “Egress” was another word for “Exit”, people followed the signs to what they assumed was a fascinating exhibit…and ended up outside. So what am I talking about? We should start a business that we can create and build something that we can sell, transfer, dispose of, or hand off to someone else. That should be a goal maybe the first goal as you begin to vision your successful business.

Remember . . . You Were Created to Succeed!