red barn consulting

Three P's

The Three P’s – Policy, Process, Procedure

Leave a Comment / Entrepreneur, Operations, Small Business, Tips / By / / , , , , , , , , ,

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.

The Three P’s – Policy, Process, Procedure Read More »

burnout

Are you suffering from Burnout?

Leave a Comment / Culture, Featured, Must Read Blogs, Tips / By / / , , , , , , , , , , ,

Burnout is a real thing and can happen to anyone. Does the thought of going to work on Monday morning leave you already feeling exhausted and frazzled by Sunday at noon? Does your 8 hour workday feel like you’ve been battling in the trenches for 8 days straight? Are you finding it hard to get motivated once you are actually at work?

You might shrug it off as just going through a rough patch or a busy time – but you could be suffering from burnout! Burnout can manifest itself differently for different people, so there isn’t one centralized definition. However, in May 2019, the World Health Organization updated and added more detail to their entry on burnout. Previously defined only as a “state of vital exhaustion,” it’s now classified as a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.”

It’s important to note that burnout is specifically work-related and is characterized by:

  • A sense of exhaustion or depletion
  • Mental distance from or negativity or cynicism about work
  • Decreased effectiveness at work

If you’ve ever heard the saying you can’t pour from an empty cup – that’s a great analogy for burnout – you have nothing left in the cup or proverbial gas tank to accomplish anything.

So we have the definition, but what are the actual signs of burnout?

  • You aren’t excited about work anymore. Projects that you used to get excited, energized about, or make you feel fulfilled seem boring or a chore. You aren’t getting satisfaction from your work.
  • You are going through the motions. You have stopped putting in any effort or caring. You are doing the bare minimum to get by.
  • Your performance is going downhill. You are making errors you wouldn’t normally make or are missing deadlines that used to be easy to meet. You just want to get the task done; you don’t care if it’s done to your usual standards.
  • You are exhausted – all the time. You feel physically and emotionally depleted and drained. Even getting out of bed to go to work is a challenge.
  • You start having physical ailments. The symptoms can be different for everyone, but can include insomnia, chest pain, headaches, getting sick more often, heart palpitations, shortness of breath, dizziness, and even GI issues.

What to do if you are suffering from burnout.

Once you’ve come to the realization that you are suffering from burnout, what do you do? The simplest and easiest step is to take some time off, but that alone won’t solve the issue – it just gives you a little breathing room. Most often you’ll need to make a more significant change like changing your attitude or changing your workload or work situation.

Often times you can recognize negative habits and thought patterns and work to stop them when they happen. If you associate with being a perfectionist, you are more likely to suffer from burnout.

Changing your work situation can have a few different options. The easiest might be adjusting your workload. If you have too much on your place, burnout can happen. Talk to your boss to see if you can lighten your load. If it’s the job or company itself, it might be time for a change. Moving to a different department and doing something different for the same company could make a big difference. Otherwise, it might be time to look for a new job elsewhere.

Burnout is hard to recognize, and it doesn’t go away on its own. Identifying and then addressing burnout requires some conscious thought and effort and the only one who can ultimately fix it is you.

Are you suffering from Burnout? Read More »

Can you sell something you don’t believe in?

Leave a Comment / Sales, Small Business, Tips / By / / , , , , , , , , , ,

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.

Can you sell something you don’t believe in? Read More »

website

How do I know if I need a website makeover?

Leave a Comment / Featured, Marketing, Must Read Blogs, Websites / By / / , , , , , , , , , , , , , , , , , , , ,

Truth be told, no one wants to hear that their website sucks. It can be a very awkward conversation especially if a business owner is in love with their current site and is in denial. What may have been cutting edge 5, 10, or even 15 years ago is just no longer going to cut it today. #TruthBomb

We get it, having your website created probably took a lot of time, decision making, and money, but if your website just isn’t converting anymore or it’s very clunky for your viewers to use – then it’s time for an overhaul.

The goal of any website is to convert visitors into customers and if your site design and/or structure is a barrier in that, it needs to be fixed. Identifying the problems that hinder your site from being conducive to conversion and visitor engagement is an important step in the right direction.

Below are a few reasons why a redesign should become a priority for your company\’s web presence and some negative effects you could face by not taking action now.

  1. Your bounce rate is too high. Every website should have Google Analytics installed so that you can review your bounce rate – this the percentage of visitors that only visit a single page on your website during their session. The average bounce rate is about 40% to 55%. Anything higher suggests that your visitors are having a poor user experience.
  2. Long load times. Is there anything more frustrating than when a website takes FOR-EV-ER to load! There are several tools, like pingdom.com, that can help you figure out your load time. If it takes longer than 3 seconds, you should make some updates to speed it up.
  3. No on-page SEO. In order for your website to rank on search engines like Google and Bing, your website needs to have on-page Search Engine Optimization or SEO. Each page should have its own unique keywords and title tag or H1 tag. Search engines use these tags and keywords to create listings and how your customize these can affect how and how often your website is displayed when someone searches your keywords. There are other ways to increase your SEO as well including adding links, meta descriptions, alt tags, etc.
  4. Stale content. Yes, adding fresh content to your website matters – without it you will struggle to attract and retain new visitors. Fresh content increases your site’s exposure in search results – one of the easiest ways to add content is a blog!
  5. It’s still an HTTP. You need to have a secure site and upgrade to an HTTPS site – this lets visitors know that your site is secured by an encrypted network communication protocol. An HTTPS scrambles the data transmitted to and from your site to prevent unauthorized users from reading it.
  6. It’s not mobile responsive. This is a big one! 3 in 5 users will visit your site on a tablet or mobile device. If your site isn’t mobile-friendly, visitors may abandon your website. A mobile responsive website means that not only does your website look good and function great on a desktop, but it’s compatible on a mobile device – the design uses proportional units of measure rather than fixed so it can adapt to the device it’s viewed on.
  7. It’s clunky aka hard to navigate. Visitors should be able to easily find the content they are looking for on your site. Whether you put the information on your homepage or in your menu, visitors shouldn’t have to look hard to find what they came for. Navigation can affect every aspect of your website performance!
  8. It doesn’t match your brand. You already know how important branding is to us here at Red Barn. Your website is a direct reflection of your brand, your colors, logo, styling, pictures, and even font should all match your brand.
  9. You aren’t using CTAs. A Call to Action tells your visitor what to do next. It can be something simple like read this article, download this whitepaper, click here to email or call, etc. it gives them direction on what they need to do next to get information or to work with you.
  10. You have bad links or 404 errors. Having broken links or links to pages that are no longer available can really affect a user’s experience on your website. It can also slow down your site’s speed and performance. If you don’t want to check every link page by page, a great resource is com.

In addition to the list above, you should also make it very easy for people to find your contact information and social media profiles – make it easy for them to contact you and follow you. It’s also important to note that if you are in an industry like banking, you may be required to have an ADA compliant website – that’s a whole different animal, but you can read a previous blog about it here.

Don’t look at upgrading and updating your website as an expense – it’s all part of your marketing strategy which should be seen as an investment. After all, marketing is designed to bring in leads that convert to sales. If your website is crappy and outdated, odds are you aren’t making the best first impression to your prospects and could be losing sales and not even know it. Need an honest assessment of your website or thinking of giving it an overhaul, give us a call!

How do I know if I need a website makeover? Read More »

How to handle a Bad Review or Post on Social Media

Leave a Comment / Culture, Entrepreneur, Sales, Tips / By / / , , , , , , , , , ,

Working your brand on social media is GREAT until it isn’t – ugh, a bad review comes in.

As business owners we are all human, which means we make mistakes.  Perhaps we were late delivering on a promise, or a job we promised to be perfect ended up taking a wrong turn or we have an employee that does something inappropriate – it happens more often than we like, or think.

So what happens when the dirty laundry shows up on social media in the form of a bad review, a nasty-gram post, or the troll that just goes all out and posts everywhere how horrible you are.

Well there is a right way…and a terribly WRONG way to handle it.

  1. Own it. If you’ve done something wrong, if you have an unhappy customer just own it.  Don’t make excuses, don’t blame someone else. As the owner, it’s your role to take the hits 100% of the time.
  2. Understand that most unhappy customers just want to be validated and have you take ownership (see #1).
  3. Address the situation PUBLICALLY – so say, “Annie – I’m so terribly sorry you are upset and this happened to you, I’m sending you a private message now so we can get to the bottom of it”. Of course, pen the response according to the situation.
  4. Take it OFFLINE – you don’t want to get in a pissing match with someone in a Facebook feed. Take it off line – call them, email – whatever it takes.
  5. Get to the bottom of the issue – because we all know it could just be they were having a bad day and a minute little mishap has now turned into catastrophe! If you can – make amends.
  6. If you can fix things – ask them to kindly remove the post. It’s better if they do it versus you deleting it.

And more…..

What if they are a troll just trying to make your life miserable? Delete the post and block them.  That’s not to say they won’t find another place to vent. You can’t fix it all.

What about bad Google Reviews?  Unscrupulous competitors will leave negative fake reviews just to be jerks.  Even if it’s FAKE do the following:

  • Address the complaint and apologize for whatever they are complaining about
  • State you can’t seem to find them in your records as being a customer
  • Offer to fix whatever is the problem, give them contact information to whomever is the “fixer”
  • Flag or report the review as fraudulent

NOTE: *Even if you flagged the review, prospects and customers may still see it, or it may not be removed—this is why you ALWAYS respond.

 The big answer: RESPOND.  100% of the Time. 

 If you ignore or just delete, it’s only going to fuel the fire.  If you find yourself in a bad situation and the complaints are piling up – this of course is a bigger problem.  Turn off the review option on social media and watch Google, Yelp and other platforms like a hawk.  Be honest – “we are overwhelmed with orders and are doing our best to catch up” – etc.

In the end, negative reviews are usually overpowered by the GREAT ones! So It’s in your best interest to get as many 5 Stars as you can. So the best response to a negative response is not to have any in the first place.  Make sure you understand your customer journey, your staff is properly trained and your operations are in check.

Struggling?  Give us a call.  We won’t manage your negative press, but we will get you in tip-top shape!

How to handle a Bad Review or Post on Social Media Read More »

How to grow your email list

Leave a Comment / Marketing, Must Read Blogs, Small Business, Tips / By / / , , , , , , , , , , , , , ,

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

Leave a Comment / Entrepreneur, Featured, Must Read Blogs, Sales, Small Business, Tips / By / / , , , , , , , , , , , ,

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.

Improve your sales skills even if you aren’t in sales Read More »

John Vuong of Local SEO Search Inc. talks hard work, sales, and being an entrepreneur

Leave a Comment / podcast / By / / , , , , , , , ,

\"JohnJohn is a seasoned sales professional and Internet marketer with an exceptional track record helping companies grow their clientele and profits. Through 15 years of experience working with CEOs, business owners, and marketing leaders at some of Canada’s most successful corporations, John developed a deep understanding of local marketing dynamics and consumer behaviour. John’s entrepreneurial spirit and experience working with more than 5,000 local business owners inspired him to start his own company, Local SEO Search, in 2013.

His parents were among the last of the “boat people” refugees who immigrated from South Vietnam in 1980, and John was born a few months later. Like many newcomers, his family persevered through difficult times, and relied upon help from various community organizations (including the Salvation Army and Canada Employment Centre).

Early on, John embraced the value of hard work. Throughout adolescence and early adulthood, he held a number of jobs and studied the many challenges faced by business owners. John set a goal to one day own a business and give back to the local community.

Armed with a strong knowledge of digital marketing changes — as well as the importance of search engines like Google and Yahoo — John became the sole owner of Local SEO Search five years ago. John invests time getting to know each client, taking a personal approach and making customers feel valued and appreciated. He educates them about how the “LSS” team draws more targeted clientele to their websites and storefronts, and why design, optimization, and authoritative content expands their bottom line, with a high return on investment.

A graduate of the University of Western Ontario, John earned his Bachelor of Administrative and Commercial Studies (ACS) in 2003. His career began at Yellow Pages Group, where he was among the top 2% of sales representatives across Canada. Now a proud father, John enjoys coaching and mentoring new entrepreneurs, and runs an annual school supply campaign to help deserving young people in elementary and primary grades. Local SEO Search also provides free education to small business owners through live events and their podcast, Local SEO today.

John Vuong of Local SEO Search Inc. talks hard work, sales, and being an entrepreneur Read More »

The Power of Flexible Work Schedules

Leave a Comment / Culture, Entrepreneur, Featured, Fun Stuff, Operations, Small Business / By / / , , , , , ,

At the Red Barn, we have a standard 8-4 schedule, but we still consider it a flexible work schedule – meaning Jenn and I will typically log in to Skype around 8 am EST to connect and Jenn usually checks out around 4 pm to head to the gym but that’s about as structured as we get.

I learned early on in my career that my most productive and creative time is before the sun comes up.  (I’m writing this before 5 am)  I also know that by 2 pm on most days my brain is done for the day – mainly because I’m up at 4 and I’ve put in a good 8 hour day.  I try my best not to schedule meetings in the afternoon – but that doesn’t always happen because like any business I have customers and it’s important that I meet them where they need to be!

I know the productive times of my team and I let them work when they are in the zone and I surely don’t push them to do work when I know it will be a struggle – unless we are in an all hands on deck situation for a client.  PS – we try to avoid those moments but it happens!

Knowing your team is critical.  Knowing when they are productive is key if you want to run an efficient and effective ship.  This also includes watching for the “I need a mental health day” cues.  Everyone has a bad day or even a day when you just “can’t” for whatever reason – I just hone in on those cues and give my team the option to go home, quit early or run away from life for a few hours if that’s what they need to do.

In the end, I focus on getting GOOD work out the door – I really don’t care when that work gets done. I do care HOW it turns out.  I don’t care if someone wants to not work on Monday and would prefer to work on Sunday – I just need to know ahead of time.  I also don’t really care about the number of PTO days taken – in fact, I usually have to remind team members to take their vacation time.  Because I don’t hang PTO over their head and I only track it because I have to for HR reasons – the PTO time never gets abused.  Well, at least it hasn’t up to this point.

The flexible work schedule doesn’t work for every employee or for every business – but if you are open to trying it and seriously letting go of the corporate structure mindset – you just might be amazed at the results. Need an example – look at Microsoft – they had a 40% productivity boost when they switched to a 4 day work week.

Happy Employees = Happy Clients = Increased Revenues

The Power of Flexible Work Schedules Read More »