Small Business

mistakes

Are You a Mistakes Repeat Offender?

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Everyone makes mistakes – we are human after all.  But, are you a repeat offender?  Do you even recognize you’ve made a mistake?  Are you constantly doing damage control?

Deep breath – you aren’t alone.

Here are some tips and guidelines to help you reduce the number of mistakes you are making, what to do when you make them, and how to prevent them from happing again.

  1. OWN YOUR MISTAKES. The worst thing you can do after making a mistake is not owning it. No one is perfect, people inherently know that although let’s be honest we often expect it. So when you make a mistake don’t try to cover it up, acknowledge it, apologize for it, and skip the part where you make excuses or try to blame it on someone else. When you aren’t an “oops owner” it shows you can’t take accountability for your actions, and it just makes things awkward for everyone involved. Be a LEADER and OWN it!
  2. FIND OUT THE ROOT CAUSE. If you work in manufacturing, root cause analysis is a term you probably hear all the time, but it can apply to anyone and any industry. Root cause analysis is finding out WHY the mistake happened in the first place so you can prevent it from happening again. Was it caused by operator/human error, a bad process or procedure, poor communication, etc.? If you don’t know what caused the mistake, then how can you make sure it won’t happen again?
  3. CREATE NEW POLICIES OR PROCEDURES. If you’ve determined that the error is due to poor or incomplete policies or procedures, then it’s time to do some updating. Whether you need to create a new process or update the ones you already have in place, it’s important to document any change that needs to be made.
  4. You’d be surprised how many times there are mistakes or issues because of poor communication. Once you’ve handled the above 3 steps, it’s important to communicate to everyone what the issue was and how it’s going to be fixed. It shows your employees, board members, clients, etc. that you care about preventing the same mistakes from happening again.

If you make a mistake, don’t freak out. Take a deep breath and figure out if you need to take any immediate steps to fix any urgent issues or fall out. Always make sure you acknowledge you made a mistake and that you will do your best to fix it. If it requires getting others involved, don’t be embarrassed – they are human too – and can often have an outsider’s perspective on why it happened or how to avoid it happening again!

The end goal – one and done and no repeat offenders.

Are You a Mistakes Repeat Offender? Read More »

social media

How to do Social Media the Right Way

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When you think about posting on your business social media pages, do you start to panic, feel overwhelmed, and just feel all around uncertainty about what the heck you are even doing? Don’t worry, you aren’t alone. The funny thing is, social media for personal use can be fun, informative, and doesn’t require much effort or deep thought – for the most part. See a lost dog post, share it. See a post looking for recommendations for a plumber – put the info for Joe’s Plumbing because you wouldn’t think of calling anyone else.

When it comes to using social media for business, it seems like there are so many rules and the information can be conflicting. But doing social media the right way can be very simple, straightforward, and dare I say – rewarding and fun. When you start to get more followers and increased engagement, you’ll agree on the last two!

Here’s some simple and easy tips to help you get your business social off on the right foot or to improve what you are doing now:

  1. Pick the right channels. The easiest way to get overwhelmed is to try to post on every single social media channel out there. And yes, I purposely used the word try. Because unless posting on social is your full-time job, it’s almost impossible to keep up with every platform. Choose the platforms that your ideal clients are on. For example, if you cater to women in the 35-55 range, yes you should be on Facebook, Pinterest, and even Instagram.
  2. Be consistent. Posting 2x a day for 2 weeks is great, but it’s not going to help you if you come to a screeching halt and stop posting for 6 months. Find a cadence that you can keep up with. 3x a week – great, start there. If you can increase to 1x a day, even better. But start small and work your way up as you get more comfortable.
  3. Plan ahead. If you post daily at 1 pm, don’t wait until 12:45 to figure out what you want to post. Use a spreadsheet and create your content in advance. Use Hootsuite or other scheduling platforms to set up all your content at least a week ahead so that you don’t have to panic at the last minute.
  4. Engage. Social is meant to be social. Engage with other people, pages, and groups. If you are a florist and you see a post in a group asking about the best plant food for roses, feel free to chime in and share your knowledge and how you know so much (because you are a local florist) and if they have any other questions, here’s how to reach you. You are being helpful, but also noting your business. If you want people to engage with you, you have to engage with them. If people comment on your posts, make sure you engage back with them. Serve not Sell.
  5. Follow others. A little quid pro quo is par for the course when it comes to social media. Want to increase your follows, start following others. If you want to keep an eye on the competition, don’t follow them from your business page, use your personal. But otherwise, follow any associations, chambers, and complementary businesses that make sense. If you are a florist, following a bridal boutique, wedding venue, and catering companies just makes sense.
  6. Always look at your metrics. I know, I get it. The metrics can be confusing and well, boring for many to look at, but trust me, you won’t know if you are successful unless you look at your metrics. How many new followers did you get? What topics got the best engagement? What timing got the best engagement? You get the idea. Does video or pictures or text get more engagement? You can look at so much data!

Hopefully, you made it this far and didn’t get stressed out. These rules are meant as a guideline. Start small and take them one at a time. Rome wasn’t built in a day so don’t expect to get 500k followers in a week. And don’t forget to have fun with it!

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handbook

Is Your Employee Handbook Collecting Dust?

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Unless you are a new company who just penned your employee handbook, odds are that yours hasn’t been updated in quite some time – at least not a major overhaul. The way we work and what our employees come to expect from a workplace have changed a lot over the past couple of years. Of course, 2020 has been the year of unpredictability, but even before all the craziness, how any team works is ever evolving.

Today’s employees can’t embrace the 9-5 workday like they did in the past. Why? Work life balance has become difficult to maintain and nearly impossible to separate the two. Gone are the days where it’s common for 1 parent to stay home and manage the kids and household. So what does this all have to do with updating your Employee Handbook – EVERYTHING! Employees need flexibility now more than ever.

Rigid rules where an employee is penalized for taking a personal day last minute to handle an emergency or leave work early to catch a kid’s soccer game are a thing of the past. Employees are no longer prioritizing jobs over family. Life is short and no one will ever say on their death bed that they wished they stayed to finish their month-end report instead of watching little Joey score the game winning goal. Adapting now to the new way of working will help you keep dedicated and exceptional employees.

Consider adding these to your handbook if you haven’t already:

Flex time: As long as your employee gets their work done, does it matter when they do it? If they need an afternoon off and can get their work done later that night or by working a few extra hours early in the morning, why not let them. Unless it needs to be done at a specific time, allow your employees some flexibility in their hours.

Summer hours: Trust me, at 2 pm on a hot, sunny Friday afternoon, no one is getting much work done. They are already daydreaming about what they are doing after work, this weekend, etc. Consider letting employees take Friday afternoons off between Memorial Day and Labor Day by cutting their lunches short or coming in a half hour early each day.

Working remote: While this may have been forced on many people in 2020, many people are finding that their employees are happier and more productive. Why? No rush hour traffic, less stress with getting the kids ready and out the door, less worrying about things they need to do outside work – your morning 15 minute coffee break is now a great time to run the vacuum, fold a load of laundry, or check in on the kids. I think home offices are going to be trending for quite some time. And it saves the employer overhead costs too!

More vacation time: Did you know that employees who take more vacation time are actually happier more successful AND productive employees?  Not only should you be encouraging your employees to use every last minute of PTO time, but it might be time to take another look at your earned vacation time. One week is just not enough – especially if you need to work a full year before taking it.  PS – at The Red Barn we have a minimum 4 week vacation rule and there are zero issues with taking a mental health day when it’s needed.

In the long run, it costs a company far less money to keep good employees and make sure they are happy, than it does to keep turning over unhappy employees. Does your company have a cool perk – we’d love to hear what it is – send us an email at social@staging.redbarnconsultingllc.com.

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Mentor vs. Coach – What’s the Difference and Which do I Need?

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Whether you are stuck in a rut or crushing your goals – having a mentor or coach who helps you with your personal development can be a game-changer. The first step of course is finding someone you are comfortable talking to – but how do you know if you need a mentor or a coach – and what the heck is the difference?

A mentor or coach can support your drive for greater self-esteem, problem-solving skills, and enhanced confidence in managing challenges, especially in uncomfortable situations. But they really aren’t the same.

Mentoring is defined as “A process of direct transfer of experience and knowledge from one person to another”. We often think of a mentor as a seasoned professional who provides guidance and direction to a mentee—usually a junior–level person with similar interests who may aspire to the position of the mentor. The mentor has already achieved success within the industry and is voluntarily sharing their expertise with a colleague. This doesn’t just apply to the corporate world, if you are starting your own business, you may find a mentor who took a similar path to what you want to take or who is already in the industry you plan to work in. Mentors typically aren’t paid; they volunteer their time to help mentor others.

Coaching is defined as “A method of achieving set goals. A coach helps their clients achieve specific, immediate goals as defined by the organization or the client”. If you are an employee, your company may hire a coach to help you, but as an entrepreneur, you may hire a coach to help you with a specific goal or skill. You may hire a coach to help you launch a business, write a book, improve on your social media or writing skills, etc. Coaches are paid for their work because it’s their job – their main business is coaching others.

Key differentiators

Relationship: Mentoring is oriented around relationships – yes, you might focus on learning things and improving competencies, but over time it becomes more about the bond and rapport you develop vs. business issues.

Coaching is more task-oriented. A coach is there to help you become more proficient in certain areas or skills you are lacking – for example if you suck at doing presentations, you might hire a public speaking coach.

Drivers: Mentors are development-driven, focusing on the future by sharing their past experiences and what they learned to help the mentee.

Coaches are performance-driven, focusing on the present, and improving or acquiring new skills that can be used immediately.

Duration: Mentoring doesn’t usually have an end date; it’s understood that there is a significant time commitment from both parties as you move from acquaintances to building a strong fellowship – mentoring can last years or even decades.

Coaching typically has a defined end date. You set a specific schedule to meet and it ends when the trainee masters the skills or goal that’s been defined. Of course, you can keep adding new goals to work on, but there is a defined start and end for each commitment.

Key take-a-ways:

  • Mentoring is a long-term process based on mutual trust and respect. Coaching, on the other hand, is for a short period of time.
  • Mentoring is more focused on creating an informal association between the mentor and mentee, whereas coaching follows a more structured and formal approach.
  • A business mentor has the first-hand experience of the mentee’s line of work. A business coach, however, does not need to have a hands-on experience of the kind of work the coachee is engaged in.
  • The topmost priority of a business mentor is to help develop skills that are not just relevant for the mentees in their present job, but also for the future. For a business coach, the biggest priority is to improve performance that impacts the present job.

Need help finding a mentor? Did you know that there are actually 8 levels of mentorship – check out this cool article on how to find a mentor? Finding the right business coach requires some legwork as well, here are 16 tips to help you find the right fit.

Now that you understand the difference, go forth, and find your new coach or mentor. Thinking of starting your own business or need some coaching in marketing, sales, or operations –  we may be able to help!

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The Power of your Net Promoter Score!

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For those who don’t know, Net Promoter Score ®, or NPS ®, measures your customer’s experience, how likely they are to refer people to you, and predicts business growth. You’ve probably even provided information for this business metric without even realizing it during a survey response.

How is the Net Promoter Score calculated?

The NPS is calculated by using the answer to one key question, answer by using a 0-10 scale: How likely is it that you would recommend [COMPANY NAME HERE] to a friend or colleague?

Answers include the following response options:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Why your Net Promoter Score Matters

Ultimately, you need to be aware of how your clients perceive your brand and products.  NPS data allows you to insight into the customer’s mind about their experience & journey with your company. If they aren’t a promoter, where can you improve, what went wrong, and why wouldn’t they recommend you to others? Your NPS is a prediction of your growth, so if your responses aren’t showing Promoters, then we have a problem!

How Can I use Net Promoter Score in my Business?

Net Promoter Score allows you to segment your customers by loyalty as well as identify unsatisfied or at-risk customers. It also allows you to benchmark against industry or competitor scores and uncover customer loyalty drivers. It is easy to complete with a fast one-question format and can be used to predict future trends.

Although the Net Promoter Score has gained huge popularity, there are some that criticize it. It can be seen to provide only a limited view of customer experience and the NPS question alone doesn’t provide any specific insights. This can be negated by adding open-ended follow questions or additional rating questions.

If you are part of our Red Barn Newsletter or a client, you’ve probably been sent a survey or two before and one of the questions we always ask is the Net Promoter Score question. However, we are firm believers in diving a little deeper and finding out why you answered the way you do. We always want to know what you like, if you find value, where we can improve – because if you don’t know the details, you can’t fix things and it can prevent you from getting a bad review on social media!

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Three P's

The Three P’s – Policy, Process, Procedure

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The Three P’s are kind of a big deal here at Red Barn. However, many people don’t quite understand what the difference is between a Policy, a Process, and a Procedure. In fact, many people use the terms interchangeably, and often incorrectly. Regardless of how you use them, it’s important to know that they are a vital part of your Operations. How can you hold yourself and your team accountable if you don’t have everything outlined, documented, and available?

Everything we do at work is governed by the Three P’s. Having unclear, undefined P’s is not so bad if you are a solopreneur, but if you have employees, vendors or contractors, and clients – you need clearly defined and documented P’s for everyone to follow.

So what do the Three P’s stand for?

The policy is the Rules and Standards that your company adheres to.

The process is the What, Who, and When.

The procedure is How and Where.

The Policy

Policies are at the top level of the Operational System. They state the principles by which your business will operate. You should aim to have a written Policy for every one of your business operations.

The Policy defines the RULES within which everyone involved in the activity will operate. It can also define minimum STANDARDS to be delivered. An example of a policy may be that the time clock is required to be used to document working hours – no handwritten time slips will be accepted.

The Process

The Process sits one level down from the Policy. It outlines how the rules and standards set by the Policy will be achieved by listing the tasks to be done, who does them, and when they do them.

The Process is the WHAT, WHO, and WHEN. An example of this would be that all hourly employees (who) are required to use the time clock to document their working hours (what) by punching in and out at the start and end of their shift and lunch breaks (when). Managers (who) are responsible for checking the timeclock log (what) on a daily basis (when) for missed punches.

This isn’t where all the details live. It’s simply just the tasks involved in the process. The process should make sure it covers all the rules and standards defined by the Policy. Not every Process needs to have a Procedure. The Procedure is where the details live, so if you need more information outlined than listed in the Process, spend a little more time documenting the Procedure for each task.

The Procedure

Procedures support the Process by defining exactly how you want each task to be executed.  It lists the step by steps tasks to complete the process. It captures the HOW the task is done and WHERE to find the resources to do the task.

The level of detail to put into your Procedures depends on your level of comfort, who will be doing the task, and any requirements based on your company’s industry and certifications – like manufacturing and ISO certifications require very detailed procedures.

In our example of using the time clock, for the hourly employees, we would detail how to use the timeclock – do they swipe a card or enter a code, what buttons do they need to push to get their punches to register, what is the process if they miss a punch, are their rules on how early or late they can punch in without discipline, etc. You must also outline the tasks for the Managers – how do they check the log, what do they do if an employee is too early or late, how do they record a missed punch, etc. Who do they contact if there are issues with the timeclock?

A Procedure addresses a single task performed by a single person, so it should be relatively succinct, but complete enough that the person doing the task does not need to ask questions.

You will note that the Procedure is strictly the set of steps, and where to find the resources needed to complete the task. There’s no When and there’s no Who because that information is in the Process. The Procedure is designed to be picked up and carried out by anyone assigned to the task.

Spending time documenting your Three P’s will result in improved efficiency, less confusion, and mistakes, and allow you to delegate tasks or onboard new employees faster. Overall, better operations mean happier customers.

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Can you sell something you don’t believe in?

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Imagine you got each of the emails below from someone you know who wants to sell you something.

  1. [FIRSTNAME] OMG, you have GOT to go to this website RIGHT NOW and buy this WIDGET – it’s AMAZING and it will change your life. Truly, it’s that great – I grabbed one for myself and just emailed my entire family to place an order before they sell out.
  2. Em, hi [FIRSTNAME] – my company sells widgets that are better than the widgets you already have. They work really well. Go to our website to place your order.

Which “sales pitch” sounds more convincing?

Unless you are some type of alien being, my guess is you chose #1.

The Sell – It’s about Passion and Serving

 #1 gets the hands-down FOR THE WIN because the person trying to \”sell\” you something isn’t selling at all.  She 100% believes in the product, but more importantly her “sales pitch” was more about helping her friends and family have the same awesomesauce experience she had.

#2 Is probably more the classic salesperson who simply isn’t confident in the product. They are just looking to sell the damn product and try to make a buck.

Without belief – the sell is a lie.

 If you are a salesperson who is struggling – step back and look at the product and/or service you are trying to sell.  What is your belief scale?

  1. You need to believe in the product
  2. You need to believe in yourself
  3. You need to believe that you yourself would use the product and would 100% feel comfortable telling your closest friends and family to use it.

If all 3 don’t apply – you need to up your belief level or quit.  It’s that simple.

Customers can smell BS from a mile away

Let’s cut to the chase and be honest. We’ve all been pitched by the snake oil salesperson – haven’t we?  The robodialers who just get on the phone and dial for dollars – they don’t even know what they hell they are selling.  Or how about the owner\’s daughter who was pushed into a sales role and doesn’t want to be there, doesn’t give two craps about the product, and here you are on the other end expected to buy from them.

So if you wouldn’t buy from the snake oil person, don’t be a snake oil person.  What is snake oil anyway?

Going back to the beginning of this article and example #1.  True sincerity doesn’t need any fancy marketing materials or even a sales pitch – it speaks for itself.

I guess that’s all that needs to be said on the subject of can you sell something you don\’t believe in.  Believe to Achieve.

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How to grow your email list

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Email is not dead.  In fact, email is by far the biggest bang for your buck when it comes to connecting with your tribe – especially email automation! So how do you grow your list? The key is you need to do it consistently and always be adding to your list.

Just the facts:

  • 91 percent of US adults like to receive promotional emails from companies they do business with (MarketingSherpa)
  • Email is almost 40 times more effective than Facebook and Twitter combined in helping your business acquire new customers. (McKinsey)

Where to start to grow your list?

Everyone starts at zero – everyone.  So to grow and build a list of thousands will take some time.  Here are my tips:

  1. Understand that 90% of your email content is to serve – not sell. This is all about building credibility and gaining trust.
  2. Understand that you need to be consistent and that in fact – more is better. We suggest a weekly email to your list – and more if you are in the middle of a launch.
  3. Choose your email platform – don’t use Outlook, Gmail, etc. – you need to be able to see the metrics.  Mailchimp, Constant Contact, Drip, Infusionsoft/Keap – choose what works for you.
  4. ASK people to join. All email platforms offer a sign-up function – so share that URL everywhere on social media – and ask them to sign up.  You can incentivize them if you like!  When I do public speaking I offer to donate $1 to the local soup kitchen for every new email sign up.  It works 🙂
  5. Put a sign-up form on your website – this makes it easy for people to find and sign up for your list.
  6. Use lead magnets such as downloadable checklists, quizzes, e-books, free mini-courses – anything that brings value and someone is willing to give you their email in exchange for it.
  7. Make sure you deliver GREAT content. If your content sucks – your email engagement will too.  Not sure what to write – survey people on your list, your customers, etc.  I do it often.

Remember you own your list – you don’t own your social media followers. What does that mean? Even if you have 100k followers on social media, you are relying on the platform and their algorithms to market to your people. You can\’t export their contact info and use it elsewhere. Email marketing should be a huge part of your marketing mix!!

Need some help?  Grab a spot on my calendar and we can hash out what’s working and what isn’t!

How to grow your email list Read More »

improve sales

Improve your sales skills even if you aren’t in sales

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Sales, regardless if you are an actual salesperson or not, is just part of life and your career. Sales doesn’t always mean selling a product or service to a customer, in fact, you are probably giving sales pitches just about every day. That’s right, every time you pitch an idea, make a suggestion, or even go on a job interview, you are “pitching” yourself. So how can you improve your sales skills if you don’t pitch people often?

First off, selling kinda has a bad rap. You typically think of a sleazy used car salesperson, telemarketer, or door to door salesperson. But if you think about it, sales is really the most fundamental life skill. People think sales is pushing someone to buy something they don’t need, want, or can afford. But really, sales is moving someone to take action. And if you think about everything you did today, I’d bet quite a few of your actions involved selling. Am I right?

People are often uncomfortable with sales because they 1. Don’t understand it and 2. Can’t get past the used car salesman cliché. Selling is all about persuading, inspiring, and leading. It’s about collaboration and driving change. The best salespeople make you feel like the sale was your idea. Why? Because you trusted them, they had a genuine interest in your problem, they provided a solution that they knew would fix your problem. You wanted to buy from them.

People often buy for 2 reasons, to gain pleasure or avoid pain. Your job is to figure out which one it is. Sales really is about networking and listening to your customers. Find out who the decision-makers are, learn as much about them ahead of time as you can. When you talk to them take an empathic approach, one that focuses on understanding the other person and what they need. Serve, not sell.

What do the best salespeople have in common? They plan and practice. You wouldn’t show up to a golf tournament and expect to win having never swung a golf club in your life, right? The best in the biz have mentors and coaches who help them practice and make sure their conversation flows – they help them improve their delivery. Practice on friends, peers, coworkers, family, etc. until you get your pitch just right.

Making your “pitch” can be very nerve-wracking at times, but even with all that adrenaline flowing, it’s important to stay calm and not ramble. People don’t want to listen to someone drone on and on about how great something is. Selling should be a conversation, not a lecture.

A good salesperson knows when to fold ‘em and when to walk away. Yes, the late, great Kenny Rogers knew what he was talking about. Most salespeople hear no at least a few times before they make a sale, but they know when to press on, because that no is really a “not yet”, and when to throw in the towel. They are flexible and understand the path that their customer has to take in order to move forward.

Sales is a numbers game – it’s highly possible you will fail more than you succeed. However, it’s important that you don’t quit. You need courage and to always remember the long game. Sales is never rarely a one and done deal, and most times it’s actually not about you. If a customer is happy where they, they won’t get pleasure from buying and aren’t experiencing pain, then now is not the time. Check back in 3 months.

Have any great sales advice to add, we’d love to hear it! We also wrote a blog on increasing sales without a sales team, check it out.

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