Many small business owners are battling to see the wood for the trees at the moment. They have not invested a portion of their income for the rainy days that have now arrived and they are losing serious sleep because they don’t know if their business is going to survive the change in the economy.
Now, however, is the time for the small business owner to regularly check a few critical things on a weekly (if not daily) basis.
Pessimistic Attitudes:
People are drawn to optimistic, positive and cheerful people and since it is reported that about 68% of people change suppliers or stop supporting an outlet because of poor service now is not the time to be crying in your tea out the back. It’s the time to get out the front, smile and offer positive, friendly and efficient service that builds on the relationships you’ve developed over the last few years. Don’t leave this to your staff, lead by example!
Trading Environment:
People’s negative attitudes are starting to show within their companies. The reception area is not as clean and organized; the phone rings a little bit longer; the response time is not as efficient, all because people just don’t have energy at the moment. Now is the time to step up to the plate, re-establish the standards and, where you can, raise the bar. Again, lead by example and re-energise your team when their actions become sluggish. Yes it is exhausting, yes it’s got a hassle factor, but if you’re not doing it you can bet your last Rand (and that’s probably closer than you might like to acknowledge), no-one else is.
Systems and Processes:
Make sure these are working so well that people can consistently rely on you to get the job done time and time again. Without good systems you don’t have a business. In fact, good systems and processes is what fundamentally differentiates a self employed small business and a saleable, sustainable business. You cannot leverage your potential if you are doing everything yourself and not training others to make money for you. Put the systems in place and then crank the goals and objectives up a notch or two, you’ll be amazed at what you can achieve.
Your Own Energy Levels:
Be forever mindful that how you feel and how you treat others will positively or negatively affect how your staff treat your customers. You cannot let your fears affect your service delivery. Not ever, but not especially in a negative economy. Regardless of how you feel when you get up in the morning the show must go on and it is your job to lead, inspire, motivate and train your team to deal with the customer in a way that ensures their continued support. As the motto goes: Get Up; Dress Up; Show Up!
Often reducing sales happens because we let it. We withdraw and stop pushing the boundaries. Our mind plays games with us and we retreat into a corner. Don’t let that be you.
Tags: action plan, Customer Service, customers, small business work environment, staff training, systems and proceedures
