We are living in a world of change. Shift happens! Competition comes from all over the world, which means that many American businesses are in trouble.

Many decisions are being made that are contrary to both good business sense and building customer loyalty.

Most organizations’ marketing is usually an exercise in figuring out what to do to get current or potential customers to spend more dollars with them.

I’m suggesting that instead of thinking about what to do, figure out what to stop doing. In other words, stop doing the “stupid stuff.”

Not doing the stupid stuff means finding out what prevents customers from spending money with you and making sure that that action or reaction never happens again.

Here’s an example of what I call “stupid stuff.” Some airlines now want to charge customers who want to speak to a live agent.

That’s stupid stuff in two ways. First, they’ve chosen to penalize customers who want to continue getting what they’ve always gotten – one-on-one attention. Worse, they’ve done it by saying they will charge more for this previously standard level of service. How many customers will they lose because of this decision? I know of at least one.

There are more subtle, but no less damaging, stupid things businesses need to stop doing.

Take, for example, the new Wheaties boxes. General Mills recently introduced Wheaties boxes with photos of the U.S. Olympic gold medalists. One was missing: Paul Hamm. Why?

This was General Mills’ response to my inquiry:

“Selecting a Wheaties Champion has never been an easy task, especially when we have witnessed so many outstanding performances by so many championship athletes. But it simply isn’t possible to honor every champion on the Wheaties box.”

So they leave off the first U.S. man to win the Olympics all-around gymnastics championship in one of the sport’s greatest comebacks? His return from a disastrous fall to a near-perfect high-bar routine won near-universal praise and, for most of us, defined the word “champion.”

But there was controversy. As most of you know, a South Korean gymnast claimed that a scoring error cost him the gold and appealed to the Court of Arbitration for sport. The court recently ruled that Hamm can keep the gold medal.

Even though the medal was disputed, it was not because of anything Hamm did or did not do. Still, General Mills decided to do the “safe” thing. But by being safe and leaving out Hamm, Wheaties is alienating the millions of customers who see him not as controversial, but as a hero, and losing customers in the process. Now that’s “stupid stuff.”

So start stopping! Stop saying “No” and start using the word “Yes.” Stop charging for services that most of us think are free.

Find out what exasperates, discourages, hassles or confuses your customers and stop it.

Do you take your laptop on vacation?  Do you sometimes “hate” your cell phone or your Blackberry?  Harris Interactive recently reported that one-third of vacationers take their laptops on vacation.  During a Sunday meal at a restaurant recently, I observed a man sitting with his family talking on his cell phone — obviously about business. He was not happy – neither was his family!

To paraphrase Charles Dickens, “It is the best of times.  It is the worst of times.”  Certainly that applies when it comes to “connectivity.” Stories of 9-11 victims being able to communicate with family members in the last minutes of their lives warmed my heart, while the story my friend told of her mother answering her cell phone in the delivery room during the birth of her grandchild chilled my soul.

How grateful I was for my cell phone when I came across a young woman stalled on an interstate without one, and I could immediately get help. How convenient it is on vacation to use the Internet to explore the options for entertainment in the area on a rainy afternoon, and get directions to find it easily.  How comforting to know that my family can reach me in case of an emergency – or something to celebrate! — regardless of where I am in the world.  The same can be said for my colleagues.

So here’s the question:  Should you take your laptop on vacation?  Should your cell phone be on 24/7?  Clients often ask, “What should I do?”  My answer:  “That’s the wrong question.  The question is “What will you do?”    Maybe an even better question would be “What would you like to do?”  Perhaps the best question of all is “What action will bring you the best results?”   In order to answer that question, you have to take the time to answer “What ARE your best results?”

Repeatedly I have emphasized that one definition of “organization” is “controlling the things you can control, so you can cope with the things you can’t.”   In the complex world in which we live, especially with the level of connectivity available, it’s easy to fall into the trap of feeling that we are victims of other people. I cringe when someone complains about having to answer their cell phone.  Says who?  If you don’t want to be reached, you can “power off.”  If you have to be reachable because your job requires it, then the question may be “Am I in the right job?”  Or, have you simply trained people that you are “always available.”  Customer service is great, but it doesn’t require 24/7 response.  It requires good communication.  It’s highly frustrating to leave a message and get no response for days, but few situations would suffer if the response came one hour later so you could have lunch with a colleague without interruption.

Connectivity can be addictive.  My daughter, who has her PhD in counseling, reminded me that an addiction is something that reduces the quality of your life and the people around you.

So what does all this have to do with productivity?  My passion is helping individuals and organizations create and sustain a productive environment so everyone can accomplish their work and enjoy their lives.  When used appropriately, connectivity does help you accomplish your work and enable you to play. It can also undermine your priorities at work, destroy your health, and poison your relationships when used inappropriately.

The issue is not whether you take your laptop on vacation or leave your cell phone on 24/7. For some people, the ability to check e-mail once a day on vacation brings peace of mind and can be done when others are sleeping or swimming. For others, the whole idea of a vacation is not taking your laptop. There is no “right” or “wrong.”  The question is whether your choice is enhancing or diminishing your life and the lives of the people around you.

So “Power Off” or “Power On?” – it’s truly up to you!

P.S.  SOMETHING TO THINK ABOUT:  Your ability to make any connection more valuable is being able to find the information you need when you need it.  Are you wasting valuable time looking for what you need? Could you find what other people in your office have if you needed it?  If not, fill out our Productive Environment Scorecard,  and we’ll give you a free 30-minute phone consultation to identify specific steps you can take to make sure that everyone in your organization is taking the right action at the right time with the right information.

Did you know that, in Australia, 60% of small businesses fail in the first twelve months? For those of us who would like to start a small business — maybe even work from home — that’s a very discouraging statistic.

Does that mean that your business idea is doomed to failure? Far from it! There are steps you can take that greatly increase your chances of success. With a little time and some serious research you can hit the ground running. Let’s start from the beginning…

The bright idea

First, of course, you need to come up with an idea. Typically, business opportunities can be divided into four groups:

1. Offering an existing product/service in an existing market.
2. Introducing an existing product/service to a new market.
3. Offering a new product/service in an existing market
4. Introducing a new product/service to a new market.

At this stage of the game the only limit is your imagination. Inspiration can come from anywhere — maybe you have a hobby that you’d like to turn into a full-time job; you may be on the receiving end of bad service one day and decide to try doing it better yourself; or you may have a talent that you’d like to capitalise on.

Once you’ve come across something that you’d like to do, it’s time to take a look at the market and see what’s on offer.

Passing the test

So you’ve had a great idea and you’re keen to roll with it; now it’s time to put it through its paces. For the purpose of the exercise, let’s say that you have a passion for healthy living, and that you want to distribute a range of lifestyle accessories that promote healthy living with a do-it-yourself approach.

Ask around: Is there a market for products that promote healthy living? What sorts of products are available? Who would you be competing with and what do your competitors offer? Do you have the necessary skills to run such a business and — more to the point — what would those skills be? Where would your business be located?

Once you’ve answered those questions you should have a fairly clear picture of what your business will look like.

You source some products and decide to do some further research into the range of lifestyle products offered by a company called Vitality 4 Life. Your own life experience plus some work you’ve done as a dietician has given you the necessary skill sets, and you think that you’ll be able to work from home, giving you more time for family. There is an existing market, but there’s room for expansion. Now it’s time to take a closer look.

To be or not to be?

It’s time to get down to the nuts and bolts. You don’t want to jump into something feet first and find out the hard way that the budget just doesn’t work.

To get started, sit down and work out if you need to hire staff, which means paying wages.

If you lease a premises you’ll need to be able to pay the rent, and your location will have to be suitable for your business and target market (which also means that you’ll have to think carefully about just what that target market is). You’ll also need to work out the likely demand for your product/service.

Ok… you’ve worked out that there is enough demand for good quality juicers, sprouters, water filters and other high end accessories to take a shot at a distributorship as a home-based business opportunity. Now you need to make some marketing decisions.

Look at me! Look at me!

Advertising can be costly so you’ll want to be sure that your advertising budget is spent wisely. That means more market research, this time one-on-one. Profile your customer groups so you can aim your marketing at the right group/s of people.

Draw up a questionnaire (a short questionnaire — people run out patience if you ramble for too long) and hang around outside a few of the local gyms (for our particular example). Come up with a mixture of open questions (What do you think of……..?) and closed questions (Do you have a gym membership? Yes/No.); sliding scales can be useful too.

For our health accessories business, a good question might be ‘How did you hear about this gym? Radio, tv, newspaper, word of mouth etc…’ Such a question would then give you an indication of the types of media that your target group responds best to.

Choose a business name, print up some business cards, buy some stock and get ready to trade!

Measure it, manage it!

A teacher of mine made the point that, in business, if you can’t measure it you can’t manage it.

You need to be able to plan ahead, and to do that you need to know — or to be able to accurately predict — your total sales. The equation is simple: number of customers x average sale x frequency of visits per customer per year = total sales. Remember it, revise it often, measure your business and you’ll be able to manage it!

Keep an eye on your bottom line and, most importantly, always be aware of your cash flow — the cold, hard cash that you have in the bank. Allow for invoice periods (14 days, 30 days etc) when you’re planning your budget.

The market place has a life of its own, and no one can prepare for every contingency. Put some thought into your idea; make sure that there’s a market for what you’re offering; research, research, research; promote your business effectively; always know what’s going on in your bank account and don’t forget about cash flow!

It’s not perfect but, if you follow these few simple steps, you’ll be miles ahead of many new small business ventures. If you’ve heard of a great home-based business opportunity, or have a product or service of your own to market, you’re off to a great start!

Understanding What a Virtual Assistant Can Do

I hear the term “Virtual Assistant” more and more in business. Did you know that you could possibly hire someone from another continent that works while you sleep and maybe for $8 – $12 Dollars. Mos t of the VA’s I work with have degrees and one an MBA in Business Admin. I pay her a pautry $15.00 per hour and what a bargain that is.

With the growth of virtual assistants has also been a change in what it means to be a virtual assistant.  The leaders and founders of this particular entrepreneurial job have made distinctions between what it means to be a virtual assistant, and what it doesn’t mean.  When you are explaining your business to others, you want to make sure to keep this standard.

Being a virtual assistant is becoming a distinct definition of a specific home owned business.  It is expected that the standards will be upheld of a virtual assistant for all others who are working in this profession.  This means that a virtual assistant is someone who provides a variety of services to businesses and individuals following the standard that has become formalized in the past decade.

The first angle that is taken towards approaching what a virtual assistant is includes the idea of being virtual. If you are not working out of your home, or remotely, then you are not considered a virtual assistant.  Instead, it is considered to be a temporary job or a telecommuting job.  One of the standards for being a virtual assistant is having the freedom to work where you want.

The second part to being a virtual assistant is the distinction that is made in the job description.  Most virtual assistants will cringe at the idea of being called a secretary or freelance worker.  Technically, a freelance worker is one who only does the job for extra income.  At the same time, a secretary is one who doesn’t do the work continuously with only one client.  A virtual assistant is provided in order to create a substantial and long term relationship with a business.

Here are 5 things you should consider in a Virtual Assistant?

1. Professionalism. Does the VA answer her or his emails, voicemails and other correspondence in a timely and professional manner? It is important if this person is to work for you has the right skills to not keep you or a deadline waitng. Make sure you give a covert task to her or him to pass that shows comittment to deadlines.
2. Project Management. Juggling tasks nowadays is vital. We now tap out feet in front of the microwave so things need to get done. If a person cannot work with a few projects on the go you might want to move on. I guarantee you will only find out that they have a project management problem when you lose “the big deal”.
3. Availability. Many of these people work for several people at the same time. It is not uncommon for you as an employer to be in a funnel system for the VA. You slowly move down the funnel as they take on better contracts from new virtual employers. Be aware that you and your project will get dropped at the most time you least need it. You also need to be lining up new VA’s. Try to split your work between 2 or more VA’s to combat this problem.
4. Test. Give the VA a mini project before going ahead with a contract.  I also give a minimum of 2 tasks that cost no more than $30 -$40 to complete. I need them done correctly and to my total satisfaction before I even consider this person. It is simple to hire one of the first few people to come along but please shortlist at least 10 and give the tasks to 2 of the 10 you shortlisted. Obviously make sure these tasks are something you actually want doe, dont waste any money.
5. Get References. Can the VA give you a list of people whom you can contact who will tell you about working with her or him?

The main distinction that most virtual assistants will work towards creating is the idea of being in a relationship with a business, and making this their business.  This goes beyond the Expectations of any temporary work or telecommuting job.  It also means that the services a virtual assistant can provide will go outside of job descriptions that are made in the office.  By understanding the standards for being a virtual assistant, you can best approach this in your own relationships with businesses.

So you think you’re not justified in taking time away from your business because you’re self-employed? Here are five great reasons why you should definitely take a vacation:

Physical down time
You work hard to grow and maintain your business. Trying to be superhuman will certainly take its toll if you allow it to. Give your body a break by taking in some R&R.

Mental down time
Your days are filled with busy, sometimes even hectic, day-to-day activities related to your business. If you don’t allow yourself to get away from it once in a while, your peace of mind and general well-being will most definitely suffer. Get out and play. Your mind will thank you!

Spend time with loved ones
Your family and friends see you working, working, working, sometimes rarely coming up for air. Both you and they will appreciate spending some quality time together.

See the world (or your own back yard)
The important thing is to do something you enjoy, whether it’s traveling or, if that’s not your cup of tea or you don’t have the budget for it, spend time at home. If you also work out of your home, this could be challenging. The key is to stay out of your office during your vacation time. Try getting creative with this. Make your office “off limits” by closing the door and placing a sign on it. Do whatever it takes to keep your mind off working. How about a hobby or a day trip to the beach? Think of what you can do within your budget that’s fun. Or do nothing at all!

You have a life
Although this one is a no-brainer, it surprises me how many small business owners don’t feel as if they deserve time off. There is too much to do, and not enough hours in the day to get it all done. Well, I’ve got news for you. It’s always going to feel that way! Only you have the power to allow yourself time off. Even if you prefer only to take a day here and a day there instead of a week-long (or longer) vacation each year, that’s a whole lot better than never taking time off. Trust me, you’ll feel better about yourself and your work if you take regular vacation time. You’ll be healthier, too!