She’s Got Systems

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Can I Trust a Virtual Assistant?

Team & Support by Leave a Comment

One of the hardest things about running a business is trust it to someone else – especially when you put so much care into your business. It’s difficult to find and train the right people for your business if you don’t have experience.

Many times when things go wrong we pull back and think “I just can’t trust my team; they keep screwing up the most basic things!” Sometimes this means shying away from the growth potential in your business or fighting against your team.

Here are 3 tactics to building trust with your team:

1. Use A Contract

Fears are rooted in ego – often times it’s our tendency to protect ourselves from pain. So while you can’t let those fears stop you, listen and take action to do what’s necessary to protect the business. You wouldn’t jump out of an airplane without a parachute and a contract is your parachute.

Start at the beginning of your relationship with a contract, a common practice in online businesses. A professional agreement may also include non-disclosure or non-compete clauses. When hiring you can interview people on their values and issues of integrity but asking them to sign to that intent is added protection.

If you haven’t used an agreement like this before you can have a business lawyer draw one up quickly to protect your interests. An agreement also details what happens in case of a dispute, giving you options if things should go wrong.

2. Be the Coach

Imagine for a moment that you’re teaching a child how to do chores around the house. But every time Junior misses a step or forgets something you step in and do it yourself. Sure, the task may get completed quicker *this* time but Junior will never learn how to assist and you’re wasting your time. What’s worse, if you do this in your business you’re also wasting money paying someone and not letting them learn.

When you transition to a team in your business, you’ve got to change your role from being the player on the field to the coach. Your role is changing so there’s bound to be some growing pains. As you’re training your team, instead of getting upset about what went wrong, figure out why.

Let me illustrate this with an example from one of my clients. One of the early systems I co-created with Charles was his e-zine process. And once we hired an assistant to manage the weekly e-zine, the first week went great. Except Charles needed changes to the pictures inserted in the e-zine. Which told me that 99% of the system was working and we just had to make changes to that last 1%. So we went back to the system and gave more detail, added some screenshots and a video showing how the image should look. The next week it was perfect!

Typically, business owners can’t see the big picture on their own and, when frustrated by a mistake, say “forget it, I’ll do this myself!” Here we were able to isolate that there was a lack of clarity in the directions. The great thing about Charles is he stuck to it and six months later the system is still working!

3. Extend Trust in Pieces

Instead of handing over the keys to the kingdom, it’s normal to extend information and access to your team slowly as they continue to prove themselves. I was once given credit card information via chat for a brand new client – before the contract was in place! Do you see how that could have gone horribly, horribly wrong?

Again, I recommend using Backpack because you can separate your business information on individual pages and grant access per person, per page. Trust your intuition when it comes to extending trust – sometimes it helps to set benchmarks so that you check in on your team members and set goals.

If you’re working with a coach or consultant, you can get feedback about how your team is doing and when it’s acceptable to extend more trust. Many times we’re too close to the situation to see clearly so having outside perspective is important.

Why Should I Opt In?

Marketing by Leave a Comment

When marketing an online business, especially information products or consulting, one of your most valuable assets is a list of leads.

Over the past several years hundreds of lead capture strategies have emerged and been tested and there are dozens of Customer Relationship Management tools to help you capture, sort and communicate with those people.

But it all begs the question why should the user opt in in the first place? Even for free information, we’re becoming more jaded and overwhelmed with the amount of email we receive. Instead of opting in it’s easier to find a friend who has already downloaded free content and get it myself without the added step of opting in.

If the file were too large to download I could simply go to the URL given and hit download myself.

I’ll address in a minute one solution to this loophole but first, why do I as the business owner want you to opt-in?

1. The process of opting-in tells me if what I’m offering to the market is actually needed and valuable. Without this step I’m working in the dark. Seeing people download my video series on hiring every day tells me that my theory that online businesses need this support is correct.

2. I know and understand that effective, lasting results cannot come from reading one ebook. Or watching one video. So I’ve crafted sequences that are designed to educate and support your process.

This is really key – if you only get one piece of the puzzle then you’ll be frustrated, lost and likely think badly of my business service.

It’s a little like watching the middle 20 minutes of an award winning movie. Without any context in the story line you don’t get the full experience.

 

 

In this map of a typical lead process (traffic, conversion and follow up), you can see that you only get the full experience once you opt-in.

3. You can always opt-out! When a business owner sees that there are multiple members opting out then it’s a sign that things need to change. Either you’re targeting the wrong audience or you’re not bringing enough value to the conversation.

4. Finally, implementation is a process. Consider how hard it is to change your own habits and you’ll begin to understand how hard it is to change someone else. Businesses that practice “churn and burn” have a high list turnover and need to make money off their leads quickly. I’m not interested in that kind of business. My clients work with me for months at a time and the lead process reflects that with value laden emails that don’t push or sell hard.

Now, I did mention a new way to secure digital download files if you’re sending member only content or would like to increase conversions of your own free downloads. I’m partnering with a new service that does just that for pennies per lead. If you’re interested in learning more before the launch email my team for an introduction.

Return of the Ring Ruining Your Business

Personal Development by Leave a Comment

As I said on Monday, I couldn’t NOT make this a 3-parter. Today, the third and final way that Tolkien’s literary journey may be ruining your business.

I believe that what most fans connect to in this series is it’s epic nature. When you read the incredibly detailed descriptions of different lands and languages or see the wide shots of the beautiful New Zealand landscape, it’s magical.

We all want magical. Epic.

However, if you expect your business to be an action adventure to rival the trip to Mordor, then you may be ruining your business when life is a little more… boring.

Business Can’t Be Exciting All the Time.

There are certainly exciting times to be had and there’s nothing wrong with wanting that TV guest spot, the photo shoot celebrity feeling or being on the stage. The problem comes when you want that all the time, especially if you haven’t built up your business to that level yet.

Many gurus will show you the shortcuts and say you can skip paying the dues to fame or celebrity. But the fact remains you will put in the time or invest in other ways if you want exciting opportunities in your business.

For most us, it will come slowly and I believe it’s to give us the room to mature and prepare for a new normal. Think of all those lottery winners who went from scraping by to swimming in cash. With no adjustment period to achieving all their big dreams the result is usually a disaster.

Trust the process, sometimes it’s boring or routine but if you continue to do the work you’ll reach those epic goals.

Does Boring Mean Stagnant?

It’s true that sometimes our routines are boring but only if we’re not growing. Great entrepreneurs are innovating in addition to staying consistent in the routines that will bring them more business and growth.

It’s good to remember the boring parts of Lord of the Rings (like all of book 2) where nothing happens except hobbits get carried around in trees for about 50 pages. For a series about journeys you’ve got to expect a lot of time walking, going the wrong way, turning around and walking some more. Our businesses are similar, often times we will go full speed in one direction and then need to change course. Or just walk in the same direction for what seems to be ages.

Media has trained us to get right to the action and even the phrase “cut to the chase” means just skip the boring parts and get to the adventure!

Growth doesn’t happen in the highlights reel, it’s in the entire journey.

Instead of assuming that if your business isn’t currently epic, it’s not important remember that your whole story and journey is part of the plan. And if you’re currently craving more adventure then build it deliberately into your business strategy to develop. It may not be instantaneous but that’s all part of the adventure.

Don’t Let it Ruin Your Business

The trouble comes when you stop working because things are not exciting enough, which could result in delaying the real results that are around the corner or, at worst, cause you to give up on your business. I love Sam’s speech in the Two Towers when he says, “Folk in those stories had lots of chances of turning back, only they didn’t. They kept going. Because they were holding on to something.”

So instead of focusing on the boring or tedious and lamenting the lack of epic adventure in your business, hold on to your dreams. Learn to enjoy the whole journey and if you are truly being held back by the tasks you don’t like but do, you need to consider getting some help along the way.

A Second Way Lord of the Rings is ruining your business

Business Building by 2 Comments

Okay, I had so much fun writing part 1 I just had to make this a trilogy.

The second way that Lord of the Rings may be ruining your business is that you believe there is a “perfect cast” for your epic journey. Now it’s true that you’re on a journey but unlike a movie cast there will be changes along the way.

You may be unconsciously holding back from hiring because you haven’t found that perfect person yet. As I describe in the 5 Days to Finding Fabulous Help for Your Online Business video series, it’s not about finding a permanent cast because the person you hire tomorrow is not a ‘til death due us part’ relationship. If you have the right system for hiring then you don’t have to hang on desperately to your team, and as a result staffing changes don’t ruin you.

It helps to envision your business as a TV series with a revolving cast – your job is to develop the job description or “character” so that another person can step in without your business faltering.

Instead of looking for perfection, which is hard to find and even harder to afford, look for people with the right potential. When hiring I look for a willingness to learn, good communication, interesting input and engagement. Then you can work to hire the right person and train them on the specifics you need.

I love the story of how actor Elijah Wood auditioned for his role in the franchise by creating an audition video that would get him noticed. While he didn’t have hairy feet or pointy ears, he did have the moxie and drive and said he would have done “anything to get the role.”

That’s exactly the spirit I look for in hiring, even if the experience or expertise is not perfect.

It’s a bit tricky because you should strive to create a fellowship of amazing people in your business, but if you become too attached any changes can be disruptive. It can be hard to practice but you’ve got to let go of the attachment (trust me, nothing pushes people away faster than telling them “you can never leave me!” It’s not flattering, it’s creepy and a tad controlling) and know that your business has a system in place to survive and continue to thrive.

People will come and go and you have little control when it happens. So as you’re building your ideal “fellowship” don’t be so heavily invested that you drive people away or avoid hiring entirely.

By envisioning your business as a series you may be more open to the evolution over time, instead of a static entity. And if you need a proven system for hiring the right people for your business check out my free video series available at the top of this page and get started now.

How the Lord of the Rings is Ruining Your Business

Business Building by 2 Comments

Sometimes there are beliefs so pervasive that we don’t even know we’re running our businesses according to the deep belief in fiction, instead of facts.

So here you have it, the Lord of the Rings is ruining your business if you avoid investing in software for your business or waiting for the next big thing before making a transition.

There is no “one ring” software solution which will host your website, manage your email, fold your laundry and do your taxes. The closest we’ve come is the advent of API – or Application Programming Interface – which is the ability to program separate software to communicate. More on that later.

But first, there is no longer a need for the one software and specialization is the way to go. Your “one ring” software would likely be too cumbersome to learn, filled with unless elements that your business doesn’t need and would be unaffordable.

I understand the desire to hold back – often we’re afraid of investing time and money in the wrong solution and get frustrated when something new and great comes along. It’s a natural worry but that can’t stop you! Otherwise you’d still be holding on to VHS movies because DVDs are not as good as BluRay and once you buy BluRay something new will come out.

Find what will work for your business stage now, and trust that when you outgrow this solution another will be available and you’ll have the capital to invest in the transition.

As new software companies emerge they often know they’re not the only game in town and the smart ones will incorporate a seamless and painless way to convert your data.

What the heck is an API and why do I care?

Well, API integration is the reason why you can stop worrying that your software company doesn’t have all the features you want. If that company has an “open API” then they will allow developers access to select information in their code so that, with the right programming, software can “talk” to each other.

Now, I am not a developer but that should help keep this explanation simple! Let’s say you want to keep using QuickBooks but are interested in Infusionsoft. Neither company has worked together in the past but you want them both. Well recently an API developer on one of my teams created that very bridge and so a solution exists! Best case scenario is that a developer has already done the work and you pay a fraction of the original cost to build to access it.

If there is no existing API in the configuration you want it may be a five figure investment to build but as API integrations become more common that price may vary.

While it may be more exotic to think about the “one ring” software that will make you the most powerful business in all of Middle Earth, the truth is that if you let that hold you back from investing in software that can help your business now then you’re letting Lord of the Rings ruin your business.

Is a Lack of Professionalism Hurting Your Business?

Personal Development by

In the professional business world there are many mentors, coaches and HR executives to teach established standards of professional behavior. And while some rules are unspoken, it’s easier to notice them when you’re the only one at the conference table wearing flip flops and smacking your gum.

There may not be a professional code of conduct for online entrepreneurs and as we are often isolated from one another it’s even more difficult to observe and emulate professionalism in the field. I would like to highlight a few habits that seem prevalent and why it’s so important to reverse this downward trend.

There’s a disturbing trend in online businesses that I’ve observed and experienced lately regarding a lack of professionalism, which I see as attention to detail, being responsible and treating everyone with respect. Of course there are many more facets to a professional mantle, but let’s start with these three.

Are you sloppy in your communication?

Some of the biggest time sucks, by far, is trading emails for information and meetings. Usually just planning a meeting takes significant time, which multiplies exponentially as the number of attendees grows. When you’re communicating be clear and professional in every reply.

What happens is that we often get in a hurry and then sloppy by not writing out a complete thought. Such as when three meeting times have been suggested and the reply is “sure” or “how about 10am?” without mention of a time zone. Just as frustrating is getting a request for a call or information which lacks essential details concerning who, what, when or why.

Acting as if everyone has the information in your head is presumptuous and somewhat rude. It is important to give context because people are busy and overwhelmed already, so few will take the time to contact you for clarification which may leave you wondering why no one is responding.

No one is perfect, but do you act as if you are?

There’s not a single one of us who has not missed a meeting by mistake, been late delivering on something or made some other faux pas in business. What happened is not nearly as important as how you respond.

Many people default with an excuse which leaves business professionals sounding like whiny college students. “My appointment ran late,” “You didn’t remind me,” “My roommate turned off my alarm,” or “I got busy with something else.” It’s hard to tell which excuses come from which group but overall the message is the same – it’s all a version of “not my fault.”

Stand out from the crowd as a consummate professional and own up to your mistakes by taking responsibility. You may choose to provide some context for your situation but quickly shift to making amends instead of blaming the wind, your internet provider, a faulty alarm clock or someone else talking too long.

Taking responsibility not only shows humility but respect for the other person.

Respect is more than a song

Treating colleagues, employees, clients and even competitors with respect is a cornerstone of professionalism. Respect has many facets but my favorite description is simply treating others the way you want to be treated. You may not be a student of the Law of Attraction but over and over again I see that like attracts like. If you want clients who show up on time and prepared for calls you must do the same. If you desire a business where clients pay on time without haggling then you must provide the same to your team.

Respecting other people’s time, talents and opinion goes beyond the words, it must be something that you practice every day. We all know that actions speak louder than words so consider how you’re responding and interacting with those in your business. Unconscious action (or inaction) may be telling others that you lack respect for them which will diminish your professional standing.

You may be wondering, how do I know if unprofessional behavior is hurting my business? I’m sorry to say it can be hard to tell – especially as many will not call you out for it but instead walk away. What is considered professional behavior varies based on your industry, location, culture and so much more.

If you’re wondering if you are acting unprofessionally and maybe losing respect, clients and leads because of it, I suggest finding a mentor in your field who can give you an honest, outsiders opinion and suggest changes that are appropriate for your business.

How to Focus to Ensure High Quality

Outsourcing by Leave a Comment

During a conversation with my VA a few months back I asked a question that I kept reflecting on in my own life:

“Did you ever feel like life would never get more complicated…. and then you graduated high school?”

It’s true, right? At one point in our lives the biggest problem was getting a driver’s license or passing history. Then came the stress of college (for most of us), moving, roommates, career choices, finding a job, finding meaning in a job, a family, a mortgage, and on and on. Just when we think things must be calming down soon another challenge is in our path.

There will never be a period of time when we just coast through life for a decade with no trials to face.

Some people shut down and float through life – we entrepreneurs are typically not those people. We tackle challenges head on, learn and grow and love the process (most of the time!). Which leads to a common problem because when we have so many things that need to be done, it can be overwhelming.

If you try to move forward on fifty projects all by yourself the quality will suffer. It’s better to offer one amazing group program than twelve mediocre ones. It’s even better to work with one coach who gets you and your business than five who only understand one piece! I prefer to read 1 well written and reasoned blog post than 7 sloppy, useless ones.

When it comes to providing real quality it can be difficult, leading some to set the task aside and say, “I’ll do that later.”

Instead of trying to get everything done without quality suffering: just move forward on the most important thing and focus.

Focus is a valuable skill in entrepreneurship and there are two action steps that I recommend:

1) Eliminate distractions – by practicing time blocking on a work calendar you can set aside an hour (or three) for the work that you need to get done and make substantial progress. Often by stopping and starting we lose our flow and focus and end up with an outcome that’s below our standards for quality.

2) Get help – Just because you have fifty things to do doesn’t mean you have to do it all yourself. Instead, get the right support for your business, even if it means outsourcing one thing per week until you’re confident in your team and then have plenty of time to refocus your energy and attention on your business.

Life isn’t magically going to get easier so you can just coast along with no worries. But as you face more challenges, get help and get focused on what’s really important instead of chasing the wind.

Backyard Business Secrets

Business Building by Leave a Comment

There’s a house down the street from my own that has undergone a major transformation in the past 2 years. The owners began an overhaul and created a nice porch, raised yard with a retaining wall and even slate finishing around the garage.

And yet, every time I drive past I cringe because, once you turn the corner, you can see that the siding hasn’t been completed around the side and back of the house. It’s still covered in Tyvek which doesn’t protect from the high winds we get and without siding can lead to water damage of the structure.

They may think it’s a secret that the backyard is unfinished and messy but anyone driving by who looks, knows.

It got me thinking about how many entrepreneurs focus all their attention on the forward facing appearance. Our websites and graphics, business cards and booths, even our own appearance is given top priority. But it’s all a facade if the backend of our businesses are falling apart and rotting away.

While it may seem silly to think about, I wonder if this homeowner lost steam, that once he put so much work into the front yard (I used to see him working out there daily), he lost the energy for the back. Or maybe they ran out of money and other things in life became more important.

It happens, life happens. But at the end of the day, if you halfway build an asset then you’re always going to struggle. For my neighbor he’ll struggle to sell a house that isn’t complete or damaged from years of missing siding. And in the meantime he sees every day what isn’t done and it probably weighs on him. Especially if the rest of the family is prone to nagging. For your business it may mean losing customers because your systems are not complete and they leave you disappointed, hurting your reputation and your income. Or it’s just that same nagging feeling that things have not been done right and you’re waiting to be found out.

The good news is that to fix this you don’t have to build like William Randolph Hurst and have a mansion with gold tiled swimming pools. Start small. If you don’t have financial systems, meet with a few planners to find out what you need and sign up with a merchant account. If you need better scheduling and management of your private clients begin working with an assistant who is well organized.

No matter what your backyard secret is now is the time to take action because like my neighbor you don’t know when the storm will blow or when you’ll be host to a large party. Knowing that your entire business, front to back, is well maintained, running smoothly and up to date is comforting and enables you to move forward with confidence.

 

The Growth Inhibitor

Personal Development by 1 Comment

I’ve encountered far too many business owners who are resigned to staying small in their reach and influence because they believe it takes too much to reach the next level.

If you haven’t read Michael Gerber’s the E-Myth Revisited then I highly suggest you pick it up. This passage in particular points to the place where most entrepreneurs get stuck and need support to push through.

Every Adolescent business reaches a point where it pushes beyond its owner’s Comfort Zone – the boundary within which he feels secure in his ability to control his environment, and outside of which he begins to lose that control.

For most of us that breaking point is where we cannot do it all ourselves – all the tasks, checklists, launches, finances, meetings or clients and there’s no one else we trust to manage that part of the business. The result is either working until we’re physically exhausted, sick of our business and ready to quit or taking the brave step to admit more help is needed and finding resources to grow beyond the Comfort Zone.

Trying to do it all on your own is the primary growth inhibitor of most online businesses.

It’s because of the mindset of this stuck entrepreneur, who is immensely talented but mired in details of business and doesn’t know how to get support, that I operate my business. I support the entrepreneur who knows help is needed but doesn’t know where to start.

I’ve written about support plenty in the past because I don’t believe you can create systems that run the business for you – you need people too. The more I shared I kept hearing “but where do I start?” And just like Michael Gerber teaches, I decided to back up and create a complete system for you.

Another catalyst for this program was reading a post from a former client on a public forum that bashed the team for some mistakes. I believe it’s time to stop blaming and shaming the people who come into our lives and business to help us grow and take responsibility for our leadership failures. Every time I look at my business with any amount of frustration I force myself to take a step back. Was I clear? Did I hire the right people? How much training time did I dedicate?

I wanted to teach this awareness and consciousness because, at some point, we’ve all been in the place of that shamed employee and no one liked the feeling. The challenges are different in online business so I want to help you create and environment that honors and respects the contributions of each person without you becoming a servant to your staff.

So after hearing many entrepreneurs struggle with the issue of hiring and being unable to see their own contribution to the outcome I created a video series out of my personal hiring system. It goes beyond the step by step to give you a foundation of putting the business and yourself first while creating that positive environment that will attract the best team to you in record time.

It’s 5 Days to Finding Fabulous Help for Your Online Business and it’s absolutely free to you. There are 5 daily videos with assignments, resources and a guide to create the right environment to bring support into your business – whether you need 3 full time employees or a VA 2 hours a week.

Just fill in the boxes on the top of this page to get started with day 1 video today and commit to growing your business past your Comfort Zone with a proven system.

How to Truly Relax On Vacation

Outsourcing by Leave a Comment

Have you ever experienced a vacation that you looked forward to for months but wasn’t relaxing at all?

Even the planning process of a vacation can be stressful, combine that with packing, traveling, unpacking and you need the time with family or friends, to relax, unwind, sleep in and enjoy unscheduled days.

But then, you’re checking email constantly and worried about your business. If you find it difficult to unplug from work mode and enjoy a vacation – or never take a break for the same reason – then you need to make a change.

Just a short time ago I booked a trip to New York to see more of the city and visit friends. But every day I found myself out of vacation mode and back into work mode!

I completely take ownership of having not properly set boundaries with my clients and was also unwilling to say no when work beckoned me – even if I was rushing to catch my train or spending time with a 12 year old hearing about her day.

One day I found myself squeezed into a corner at the Natural History Museum, charging my cell phone and laptop and trying to answer emails. I stared up at a fossil of this prehistoric turtle and thought to myself, “what am I doing?”

I hope you don’t have to ruin your vacation to recognize what I did: if you don’t have systems and structures in place then you can’t take a vacation, go visit a museum or board a flight without chaos following you.

This is not about replacing you so you become irrelevant – you may still be the linchpin of your business. But if your company cannot run without you for a few days you do not have a business, you have a job. And your boss is crazy.

Also you can never get the flu, be with a loved one in the hospital or get seriously ill yourself. Don’t even think about traveling the world or starting a family. Not exactly the life of freedom you envisioned?

Systems for your business don’t just ensure delegation happens so you can take a break but gives you freedom to leverage your time and work with more clients now.

Come on now, no one wants to bring their clients along on vacation and email should not be your number one concern when traveling. You work hard and deserve rest, relaxation and all by knowing that your business is running smoothly in your temporary absence.