In a world full of fake advertising, misleading marketers and lying liars, I feel a little honesty is always needed. Entrepreneurship isn’t all sunshine and smiles.
It’s hard.
Find the systems you need to grow your business
In a world full of fake advertising, misleading marketers and lying liars, I feel a little honesty is always needed. Entrepreneurship isn’t all sunshine and smiles.
It’s hard.
Instead of my regular post today I decided to share yesterday’s newsletter about a personal tragedy in my life instead because I got such an amazing response. Each week I share fresh content, action steps designed to help you implement systems in your business.
This has probably been one of the hardest newsletters to write for you, in part because I’ve spent so much time this week off work with my family.
On September 22nd my cousin died in his sleep and our family is still in shock. Justin was just 26 and leaves behind a 2 year old daughter, and we’re staying pretty close as a family to share memories, talk, cry and grieve.
In today’s articles I want to share some examples of how my business has changed and supported me during this difficult time, to hopefully inspire you in your business.
Three and a half years ago I was working a corporate job when my Grandma passed away from Alzheimer’s Disease. It was quite rough for me, her caregiver, but dealing with a difficult employer made it worse.
I needed time off to be with the family and my Grandpa as well as complete the service folder and slideshow. Not to mention the actual funeral. Instead of understanding, my employer refused to let me take my vacation time (which was illegal) and expected me to come to work the afternoon after the funeral.
You may think that the solution was starting my business…
Two years ago when my Grandpa passed away I was in a much different business model serving just two clients exclusively. Their businesses took up a lot of my time and I once again ran into trouble when needing time off.
I gave so much of my time to these clients that I actually felt guilty that I took the day off for the funeral service (and it was a Saturday!).
And while I hate that once again we’re dealing with a death in the family, I am so grateful that things are so different in my business.
I’ll give some specific examples below but I’ll just say that because I have systems in my business that work for me, I don’t need to exhaust myself putting in overtime just so I can attend a funeral. I don’t feel guilty about the time I spent with my cousin’s daughter or helping prepare for his service. I am so thankful for the support I have in my business which allows me this flexibility.
Most of all I am grateful that even taking this time off to be with my family, my business keeps going and serving all of you. That the resources and systems I’ve spent hours setting up are continuing to work this week and next and the one after that.
I hope that your own business is set up in a way that enables you to have the freedom you want and need. If you need support continue reading below for 3 Action Steps you can implement today which will give you more flexibility and freedom.
I love these three systems because they don’t just work in an emergency – they serve my business every day!
System #1 Scheduling Calls
With new clients coming on weekly, existing client calls, networking with colleagues and managing a lot of content and teaching time, my calendar is pretty full and it can be hard to find time to talk with everyone!
So I fully transferred control of my calendar to my talented VA knowing that scheduling calls was not only a huge time suck but really difficult when rescheduling came up. Not having to dread 10 conversations about why I needed to cancel in order to attend a funeral was additionally helpful.
Action Step: Continue to watch, or re-watch, the 5 days to Finding Fabulous Help video series and write down how an assistant can manage your calendar and scheduling. It will change your business!
System #2 Regular Marketing
Monday I sat down to reply to new subscribers (something I do regularly because I honestly appreciate when someone opts in to learn more about systems!) and realized that I had lots of “action” in my marketing despite not being focused on it. Regular postings like my Facebook Tips, twitter and guest posts all went out automatically.
Once you build up the momentum, like pumping your legs on a swing, if you stop for a little bit the momentum will continue to carry you for awhile.
Action Step: Add one time block on your calendar right now to create tweets or pre-schedule a blog post for the week ahead. Getting a little ahead like this is a great practice.
System #3 Sales
Although I’ve had a big change in my life there are so many clients and leads who still need support in their businesses this week. By having Sales Systems in place I can easily send out proposals, contracts and invoices to my new clients in much less time.
While this helps me to keep the business going, much more importantly it allows my clients to get support uninterrupted.
Action Step: If you don’t yet have a template proposal and contract create one today. You can re-save an older one and take out the client specific information. This will save you so much time!
One of the downsides to eliminating cable TV in my house is that I don’t catch any new shows. On my recent flight to Miami I caught the Bravo show Salon Takeover and immediately was hooked by the unique approach of the show. Finding it on Amazon streaming video when I returned home meant I could catch up on three seasons worth of shows in the past few weeks.
While many people focus on the attitude of the show’s expert, Tabatha Coffey, I loved watching her tear down and recreate systems and address problems in each business. I came away with a slew of lessons and I would love to share some of them with you because even if you don’t have a professional hair salon, your business (and mine) can learn from Tabatha’s insights.
It’s very tempting to dissect and entire episode but honestly, there are just too many great lessons in each 40 minute show! Instead I’ll take just one lesson and show you how to use Tabatha’s rules in your own business.
In the inaugural episode I was intrigued by the management problems that Ten Salon in Long Beach faced. Unlike many of the following episodes with no rules or directions, this salon had too many rules.
Everyone except the owners seemed to see the problem with one stylist noting “they think their systems are black and white but with so many systems it becomes gray.” Instead of creating clear expectations, the rules manuals included too many scripts, rules and write ups to be effective.
Tabatha noted, “with so many procedures it’s like being in kindergarten” and as a result 80 employees had left or been fired in a two year period. Instead of creating stability and consistency in the business, the rules manuals were hurting the business and costing the owners money.
The problem is not the owners who desired to create effective systems and document what works.
The real issue was the owner’s personal belief that she had to be an expert in everything.
Interviews with the salon owner were incredibly insightful to how she viewed the manuals and her role in the business. In defending the manuals she said, “we try to write a procedure for everything that happens or could happen.”
It’s obvious to me but should be noted that if you spend all of your time writing down all the things that could happen then you’re going to stifle and strangle your team.
In the salon there were scripts for every customer interaction which often left the employees flipping through the book to read the right script instead of talking to the client. A simpler, more effective system would lay out guidelines and create the right atmosphere.
The front desk phone systems could include guidelines such as:
identify the salon by name
introduce yourself
listen carefully to the caller and answers without rambling
if you don’t know an answer here’s who you should ask…
be enthusiastic, helpful and warm! we want our clients to enjoy coming in and that starts with your interaction on the phone
See how those simple guidelines can replace pages and pages of scripts?
As Tabatha made changes to the salon, including a beautiful new design, stylish reception area and suggestions to the staff it was clear that the owner was ill prepared for change.
After one breakdown of tears and hyperventilating, the owner confessed, “Seeing all the changes made me feel like a failure. I am someone whose supposed to have the answers for everything because it’s my business, right?”
This attitude is incredibly detrimental to an entrepreneur for a few reasons. First, you’ll end up investing a lot more time, money and energy in figuring out how to do everything yourself rather than humbly ask for help and while you may find the right solution eventually it will cost you more grief than necessary.
Second, the owner who tries to be the expert in ‘everything’ closes herself off to the wealth of knowledge and opportunity around her business. Team members, colleagues, courses, feedback – these are all opportunities to learn and grow. Closing yourself off because “it’s my business” will limit your growth potential.
Third, you cannot manage the vision of your business, the marketing and growth so you can serve more people if you’re constantly nitpicking. This was something Tabatha picked up on right away when she asked:
“There’s a big difference between managing something and micromanaging. Do you do that?”
Consider your interactions with your team – do you always find something they can do better? Do you feel that they will never be good enough?
It’s very demoralizing to hear constant criticism and expectations of perfection.
This is not to say that you should be ‘rah rah everything is fine’ ignorant but there has to be balance. Give a compliment to your team without adding “but next time…” at the end. Consider how far someone in your training has come and be honest about their growth.
If a team member is truly ignoring your process, unwilling to grow and refuses to follow direction then something must be done. But don’t treat your employees as if they are children who need to be guided every minute of the day when they’ve proven themselves capable and earned your trust.
The fourth way this attitude of “I can do it myself!” is detrimental is probably the most important. Tabatha said it best:
“Your team is hungry. Hungry for someone to lead them, not preach at them! Give them motivation, let them see your passion, lead by example!”
Enabling the team to see your vision and passion for the work is critical. And when you have the right team who understand your reason for being in business and they see that you’re open and receptive to learning you may be surprised.
In the episode, Tabatha was astonished to see the front desk coordinator out marketing the salon, greeting new clients and acting drastically different than the rude, robotic person she’d observed on day 1. With the stifling rules gone, the coordinator stepped up and took a leadership role, helping to grow the business in the following months.
It’s interesting to me that even the style of the show itself has changed and shifted since the first episode. Having a system and making improvements is healthy for a business and can help you reach your goals. In doing so, enable and empower a team to support your goals and bring their expertise.
photo source, Episode 1.1 Ten Salon
I shared in an earlier newsletter to followers how I ended up working on my last vacation, leaving me frustrated and anxious. One of the many things I love about structure in my business is that I can take time off.
Today I’m writing from Key West, Florida. It’s a beautiful island where a little lizard climbs the walls of the hotel, roosters caw at all hours of the day and night, and it’s so hard to describe but imagine a luscious garden paradise surrounded by sparkling waters and beautiful resort islands.
And here I am, fresh out of the pool, still dripping, and all I can think of is my business. Not in the same way of my last vacation when I was submerged in worry and doubts and knew that things were not running smoothly in my absence. Not worried that my vacation would lead to even more stress upon returning home because there would be a mess to clean up.
Instead I’m outside next to this cute little tiki bar listening to the parrots talk and feeling the sun on my skin because I can’t wait to do what I do more.
Spending this time in Florida has helped me connect deeper to why I do what I do and filled me with a passion that’s overflowing. It’s something I can’t turn off, even when there’s a beach to visit, a tour to take or the pool to enjoy.
Imagine yourself in my place at the Miami Trump International Hotel, 30th floor with a view of the Atlantic Ocean.
Now imagine not swimming in this ocean because it would mean giving up an hour with the fantastic, inspiring people who remind you exactly why you’re in business.
I know why I created this business and pour everything I have into it: entrepreneurs are some of the most talented, dedicated people in business and without systems, structure and support in their business they will burn out. They will play smaller. And thousands of clients will go unserved.
The work I do lifts up businesses to give them leverage so they can continue to impact lives.
And I’m committed to sharing that with you all for a long time to come. If you haven’t done so sign up for my newsletter (which resumes next week) and check back for more tips and techniques for your own business.