I can definitely make some improvements. As any financial expert will tell you, until you track what you’re spending, you don’t know how much you’re spending. Simple, I know. But sometimes I think it’s the simple stuff that can be eye-opening and the hardest for us mortals to achieve. For the rest of the month, I plan to closely track these expenses and see where I can gain some cost savings.

This got me thinking about a recent article I read in Grandy & Associates July newsletter: “Why Do You Track What You Track?” Here the author, Tom Grandy, asks us to take a moment to look at what we’re tracking as business owners and managers. Does it have value? Do you or others actually use the information? Is it passed on to another department where some other manager uses it? I encourage you to check out the entire article.

And I must add a disclaimer – I’m a little biased about this company, as Grandy & Associates is a client of ours. I am always so impressed by their practical, down-to-earth business advice for the trades industries (which can easily apply to almost any business in almost any indutry). This is a company that does it right, and frequently shows their clients how they can improve efficiencies, increase profits, cut costs and, most importantly, cover all the real costs of doing business (which includes paying the owner a reasonable and regular salary, while properly funding a company retirement plan).

But, client or not, the advice still rings very true — know what information to track and why you are tracking it. What tracking do you find is absolutely imperative? And which report(s) are you filing away each month (with the intention of looking at, but never actually get to)?

You know what I mean … picking up your kids on time after work, making a quick trip to the library, supervising homework and the cleaning of the guinea pig’s cage, getting supper started … all before handing off the parenting baton to your spouse and bundling up (especially in January!) to drive the 25 minutes to your yoga class.

Amazingly, week after week, I do it without hesitation.

The reason? You do it when you know that you’re going to an exceptional class; one that offers a 90-minute reprieve from the “real world.” Your expectations are consistently exceeded, so week after week you loyally pay to attend this class. And let’s not forget that this is an exercise class you’re paying to attend, which makes this kind of attendance even more impressive.
 
This yoga class is a great example of what we’re all trying to achieve and maintain as business owners, mangers and strategic partners; customer service excellence and repeat business. For me, the key to my loyalty is that that my yoga instructor, Anne, breaks her 90-minute classes into three sections.

First, Anne briefly talks about the physical, mental, and spiritual side of that particular session’s focus – so if the class is on weight loss, she’ll talk about “weight.” By having this conversation at the beginning of the class, she provides a context which is not only fascinating, but extremely beneficial to more fully practicing and liking yoga.

Next, she describes the yoga moves that will be covered that evening – maybe it’s looking at the role of the liver and the need to wake up this organ as you move into Spring and the positions and stretches that will help this organ function more fully. The instruction is relaxed, inclusive, humorous, and very non-threatening. You work on the yoga positions (invariably discovering some new muscles!), and come away with an increased range of motion and respect for your body.

The end of the class closes in Savasana, a relaxing posture, with a guided meditation. This is where Anne wraps up the class, tying in the main topic, reminding you to let go of toxins and negativity and to radiate a glow of health. From here, you leave the class feeling relaxed and renewed.

By breaking down the class into three sections Anne has made sure her students fully understand and enjoy that evening’s practice and are therefore more involved and connected to the class . . . and keep coming back! I appreciate this approach on a personal level, and anytime I see a successful business model, I am always impressed.

What services or solutions do you provide to your customers that consistently meet and exceed their expectations? Do your customers keep coming back? And do they tell their co-workers, friends, and neighbors about your company?

Once we have finalized their content we encourage (or insist!) that they practice, practice, practice! Reminding them to time themselves running through their presentation in front of a colleague(s) to provide feedback they might not be aware of (i.e. Talking too quickly? Standing toward one side of the room? Reading from notes? etc.). A note about content: it doesn’t need a lot of bells and whistles to be effective – if the bullet points are in color with a cool background and music playing, they’re still just bullet points. An effective presentation must show how your product or solution will make your audience’s life/work easier and better, using real examples and testimonials that they will understand and relate to. How did your product or solution save XYZ company time, money, or provide peace of mind?
 
Finally, we tell our clients that on the actual day of the presentation, be sure to allow enough time for technical glitches – you don’t want to be that speaker up on stage trying to get the projector to work, or waiting for your presentation to download to your laptop. And to check out the room setup  — What will provide the most effective layout? Is the A/C running?
 
But, you know, even with a process in place, it’s still hard work to pull all of this together! Our clients have full rein to tease us about putting our presentations on the back burner – we are guilty as charged! There are definitely times when it’s much easier for us to work in the business instead of on the business. Good luck with your upcoming presentations!

Good Boss, Bad Boss: How to Be the Best… and Learn from the Worst by Robert I. Sutton. As Sutton says, good bosses “do everything possible to help people do great work,” yet they also “do everything possible to help people experience dignity and pride.”

Live First, Work Second by Rebecca Ryan. What do young people think about living and working in your community and your company? Are they plugged in? Committed? A note of bias here, I’m a huge Rebecca Ryan fan and her company Next Generation Consulting is just down the street from Rescue Desk!

Get Rid of the Performance Review!: How Companies Can Stop Intimidating, Start Managing–and Focus on What Really Matters by Samuel A. Culbert with Lawrence Rout. “With passion, humor, and a rare insight into what motivates all of us to do our best, Culbert offers all of us a chance to be better managers, better employees and, indeed, better people.”

As you can see from these professional selections, the emphasis is on expending energy in a positive direction, doing what you love, and being a better person and (more productive) employee for it.

Then here are a few reads from my actual book club that I have thoroughly enjoyed – books that take you to a different time, location, world, and points of view.

The Help by Kathryn Stockett. “Stockett creates three extraordinary women whose determination to start a movement of their own forever changes a town, and the way women–mothers, daughters, caregivers, friends–view one another. A deeply moving novel filled with poignancy, humor, and hope. The Help is a timeless and universal story about the lines we abide by, and the ones we don’t.”

Cutting for Stone by Abraham Verghese. “Marion and Shiva Stone are twin brothers born of a secret union between a beautiful Indian nun and a brash British surgeon. Orphaned by their mother’s death and their father’s disappearance, bound together by a preternatural connection and a shared fascination with medicine, the twins come of age as Ethiopia hovers on the brink of revolution. Moving from Addis Ababa to New York City and back again, Cutting for Stone is an unforgettable story of love and betrayal, medicine and ordinary miracles—and two brothers whose fates are forever intertwined.”

We welcome your feedback . . . who knows, perhaps we’ll even start our very own Rescue Desk Book Club!

I started a business.

OK, so maybe it wasn’t quite THAT dramatic. I had spent more than six months planning and prepping and saving, digging into every resource and expert I could find. So, I wasn’t jumping in TOTALLY blind…but, pretty close. The view was pretty darn foggy.

In the spirit of commemorating what I had just done, I officially tagged my first week in business as “Freak Week” — I allowed myself a full week to officially and unabashedly freak out about what I had just done.  I planned to cry over the fact that I had given up a  steady, well-paying (albeit kinda crappy) job, I fully expected to succumb to weeping fits of self-doubt, and I was mentally prepared for the mind-numbing fear that would come as I thought about being 100% responsible for my own paycheck.

It seems like a lifetime ago.

Rescue Desk is currently celebrating its third birthday, and while I certainly have moments of sheer panic (I challenge any business owner to deny that they still have an occasional fear-based temper tantrum!), our small, spunky firm has been plowing forward full-steam ahead since day one. We’ve grown from a sole proprietorship that was headquartered in the second bedroom of an old apartment to a funky little studio office space near the city’s center.  Our team of five continues to help the growing numbers of business owners who find their way to our door. We have no plans to stop adding to our team and upping the virtual-assistant services we offer.

They say most businesses fail within the first five years, and I can see why. It’s not easy to consistently face uncertainty and permanently park yourself outside your comfort zone. But, I don’t think I could be happier about the direction our team is taking Rescue Desk. It’s not always easy, and there are certainly days I fleetingly wish life was easier. But, at the end of the day, we’re here, we’re growing, and I can hardly wait to see what the next three years will bring.

As it turned out, I didn’t really need “Freak Week” that first week  — the fact was that I was so sure that launching out on my own was the right move that it quashed pretty much any feelings of doubt about what I was doing. It also helped that the first Rescue Desk client came along on day #2.

Help us celebrate our third anniversary! For the first (and perhaps only!) time, we’re offering special promotions to just about anyone who signs on with us during the month of March!

I’ve been wheat-intolerant for 6 years (also called Celiac disease), but even now, I’m still so appreciative when I’m at a restaurant and they have a gluten-free menu. Knowing whether a noodle is made from rice (which I can eat) or pasta (which I cannot) is key. Or if that tortilla is made out of corn (a gluten friendly food) or wheat is imperative.

I am especially impressed when an Italian restaurant has a gluten-free menu (Biaggis or UNOs for example), or when you’re at a grocery store that has a dedicated gluten-free section (thank you Silly Yak, Woodman’s, Whole Foods, Willy Street Coop, Hy-Vee and Copps!).

This got me thinking about Rescue Desk, and the “gluten-free” additions that we can provide that would really make a difference to our clients. How about your company? How can you make your customers’ experience even better?

1. Are there any services/solutions that your clients would like to see you provide?
2. Is there anything confusing in your sales process?
3. Do you provide sufficient periodic project updates?
4. What areas do you need to improve upon?
5. Is there anything complicated in your billing process?
6. Would your clients recommend you to a colleague (and if so why)?
7. Do your clients know about all of the services you offer?

Let me know if this ‘gluten free’ analogy was helpful. We’d love to hear your feedback! And if you’re wheat sensitive, here’s the link to the National Foundation for Celiac Awareness

My town is a pretty small town in terms of small-business owners. You don’t need to be on the networking circuit very long before you start running into the same people at local business  events. From there, it doesn’t take long for some of these folks to morph from introductions, to passing acquaintances, to referral partners, to full-blown friends. I’ve seen it happen in three events, tops.

This point was driven home at my client’s party last week, when I recognized one of the guests coming through the front door. Instead of walking up to each other with hands outstretched for the perfunctory handshake, it was a big smile, a friendly hug, and questions about her family.

What’s interesting is that I never hang out with this person outside of the professional realm. I’ve never seen her house, met her husband, or even know where she went to college. We’ve gotten to know each other strictly through networking events, shared associates, and business functions.  In fact, we’ve probably never had more than a 10-minute conversation at one time.

But the friendship stars aligned and, within a few business events and one cup of coffee, we seamlessly went from handshakes to hugs.

This particular exchange is indicative of what I see happening every day in my little corner of the world. The number of hugs I share at every event I attend is steadily growing the longer I’m in business and the more involved my firm gets in the local business community. Friendships are quickly forged over cocktails and coffee,  tales from the small-business trenches are shared, and we all seem to share a single, primary goal … to make our mark as successful businesses.

I freely admit that this has become a most unexpected perk of what I do. I mean, I fully expected to be active in the business community and work tirelessly to make the right contacts, build my professional network, and partner with like-minded folks to continue growing our respective organizations.

What I didn’t expect was to see formal handshakes turn into hugs…and how I’ve realized that we need these friendly exchanges just as much as we need the formal introductions to the decision-makers. 

These brief exchanges with newfound friends at some local event allow you a moment to catch your proverbial breath, smile at someone who is out there working as hard as you, and who isn’t expecting to hear your 30-second elevator pitch. You get five minutes of friendly banter with someone you probably never would’ve become friends with had it not be for the fact that you’re both out there fightin’ the good fight for your business.

So, think about that next time you share a friendly hug or pat on the back. They don’t want to hear your sales pitch; they want to hear about your family.

]]> http://www.rescuedeskva.com/from-handshakes-to-hugs/feed/ 1 http://www.rescuedeskva.com/wheres-my-book/ http://www.rescuedeskva.com/wheres-my-book/#comments Fri, 07 Aug 2009 02:05:54 +0000 Rachel http://rescuedeskblog.com/?p=248 Welcome back! We were on a bit of a hiatus in July, enjoying a little time away. But, we’re back with a list of things we’ll be yammering on about in The Virtual Fast Lane – from small business to virtual assistance to everything in between. So subscribe today and tag along for the (sometimes eye-rollingly irreverent) ride!

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I’m starting to get a little frustrated.

In order to be successful in business and continue growing my virtual assistant firm, I am on a constant quest for knowledge. There have been — and always will be — people out there who are wiser, more experienced, and with advice that’ll truly make a difference in how I do what I do. For those who have wisdom to share, I am an enthusiastic student.

But, I’m also a discerning student.

In addition to having a business coach, I’m always filling in the gaps reading endless magazine articles, following expert blogs, perusing lists of books, checking RSS feeds, and sitting in on webinars and workshops.

The challenge? There’s too much. Way, way too much. How will I ever find the message that speaks to me?

I once worked with a CEO who was wildly successful following the organizational system developed by one performance expert, and I’ve talked to others who’ve been equally successful  by learning to let go of the details and trusting that the process will emerge if their vision is intact.  I’ve known others who clearly practice leadership with expert guidance, and yet others with a penchant for cultivating the leaders from lower ranks on the corporate ladder.

Don’t misunderstand, I’m certainly not looking for a business guru to blindly follow. It’s just that I’m (sometimes painfully) aware of my weaknesses as well as my strengths as a business owner. I’m convinced there has to be someone out there who shares these attributes with me; someone who has used their experience and expertise to develop a system or methodology or way of thinking that I can get on board with…right?

Well, you’d think so. But, instead, I find myself wondering…

Should I be improving my weaknesses, or strengthening my strengths?
Do I need to kick more ass, or be more compassionate?
Invest in Post-it notes, iPhone apps or a color-coded filing system?
Should I be thinking to grow rich, focusing on my 7 habits, or trying to become a manager in a minute?
Will I really win friends by influencing people?
Should I duct-tape my marketing, or kick it thought-leadership style?

Luckily I’m discovering that no matter what books or blogs I read, which podcasts I listen to, or which mentor I turn to for words of advice, most of the underlying themes are the same …. set goals, be creative, stay  driven, believe in your business, pay attention to the numbers, develop systems, have a clear vision and, most importantly, believe in yourself. 

So, until I find that way that works for me, I’ll just keep piecemealing the tidbits that make sense to me into my own little self-help/build-your-business/daily-meditation/get-thin/kick-ass/retire-early/make-new-friends pile of educational goo.

Who knows. Maybe one day I’ll publish it.

Like a lot of business decisions, though, it’s very much a Catch-22.

Yes, you fully understand the importance of maintaining a strong presence in your industry, cranking out marketing messages, and continuing to earn (and exceed) the trust and confidence your customers have in you. You’re up to your eyeballs in ideas about expanding your business, whether it be through marketing, growing your team, or reevaluating your overall business model.

On the other hand, you’re feeling the pinch, too. You have the plans, but you don’t have the resources to pull it off. You may be running a bare-bones crew, and their top priority is servicing your customers. While they may be a well-oiled machine, they don’t have the time to tackle extra initiatives without compromising a little customer service. And that, as we all know, isn’t a compromise worth making.

This is where the virtual assistant industry is filling in the gaps. VAs make it their business to get clients through challenging times, which is precisely how we’ll save the world.

1. Marketing
You may heed experts’ advice and increase your marketing initiatives. Maybe set up that blog, redesign some of your collateral, start an article-marketing campaign, or up your direct-mail efforts. Who’s going to take care of that? You don’t have the resources to hire someone, you don’t have the time to train, or you aren’t sure you WANT the commitment of an employee. You just want someone to take care of these projects. Period.  Enter a professional virtual assistant.

2. Money saving
Any cursory research on virtual assistance explains how it’s a cost-effective alternative — either interim or permanent — for any business. Yes, you may pay a higher hourly or project rate than someone you may hire, but anyone with a lick of business sense knows it’s less expensive and higher-quality in the not-so-long run.  No taxes, no benefits, no space, no equipment, no unproductive time. Instead you get a highly qualified, business savvy, creative assistant with resources out the wazoo to help you succeed.

3. Going green
In addition to being the saving grace for growing small businesses, we’ll save the planet while we’re at it. You get all the benefits of a highly trained, highly skilled, committed-to-your-success assistant without the carbon footprint. We’re not commuting to your office every day, we’re using digital tools instead of printer paper to communicate and share files, we recycle our systems and turn them into energy-efficient (meaning we’re saving your energy!) processes for our clients, and we reduce wasted time by only working when you need it. Of course, like any conscientious small-business owner, almost all VAs are smart about their own recycling and energy useage.

4. A virtual business model to put your best face forward
A trend that is taking hold in the world of growing small businesses is the development of the virtual business model … where almost the entire team is comprised of outside contractors. By partnering with vendors such as virtual assistants, outsiders looking in will see a well-oiled team behind your logo. Clients get stellar customer service, prospects are marketed to like larger organizations, and your business reacts to market conditions quickly and seamlessly to meet the changing needs of your clients.   All this, even if the reality is you’re working from your home office, your VA is working from her office,  your bookkeeper working from his office, your outsourced sales people working from their offices….

5.  Setting you up for success during the upturn
Most of the business experts agree … now is the time to position yourself for the economic upswing. While it may not feel like it today, the uptick will come – history has proven that it always has. So, investing in a virtual assistant will help you get your business lined up for the ride. By letting someone else worry about the day-to-day details of your business, you can focus on longer-term goals and projects that will position you for success in the not-so-distant future. If you don’t take the time now to explore new and innovative ways to continue differentiating yourself and growing your business, you’ll be sorely behind the curve when the economy starts sweeping upwards.

I inevitably hit a point where I think “Hmmmm. These jeans are feeling a bit snug.” After a sufficient amount of denial and blaming my too-tight pants on dryer-shrinkage, I eventually face facts. “Maybe I should get my arse off the couch and drop a few pounds.”

I go through this routine usually in the spring, after hibernating all winter and recognizing that it won’t be long until I pack up my bulky sweaters and pull out my shorts and t-shirts.

So, I vow to watch what I eat and walk the dog not only more regularly, but more briskly. But what I’ve always refused to do was buy a scale. I always told myself I didn’t really care much how much I weighed … I just wanted to feel a little better in my jeans. The closest thing I’ve ever had to a weight-loss goal was seeing if maybe I could fit into a size-smaller pants. Although, my declaration was sort of half-assed, and ended up being more “fleeting thought” than “goal.”

But an epiphany struck when I went through this process this spring. I’m not sure if it’s because I’m running a business, or finally wise enough to know what needs to be done.

As it turns out, my theory about buying a scale is … and always has been … a load of hooey.

In business, in order to know how you’re doing, you have to test and measure. Watch your numbers. Know what’s coming in and going out. If you don’t, you’ll have no idea if you need to focus on finding more prospects, or if you need to work on turning your current prospects into customers, or if your money is better spent on magazine advertising or a trade-show booth.  You’ll have no idea if your revenues aren’t keeping up with your spending.

You also won’t know that it’s time to paaaaahhtaaaay! when you hit your goals.

Without a scale, how am I ever going to know if I need to thinking about cutting a few more calories than usual?  Or tack an extra 10 minutes to the run/walk with the dog? Or know when it’s “safe” to go to the mall to see if maybe I can, in fact, fit into a smaller-sized pair of a jeans?

In business, I learned very early about the importance goal-setting. Sometimes they’re small goals, like sending a certain number of follow-up emails a week. Sometimes they’re bigger goals, like increasing revenues a certain percentage by a specific date. If I hit the goal, fantastic! If not, I simply go back a few steps to see where I veered off and determine how to get back on track.

I think my aversion to buying a scale or setting an actual weight-loss goal every spring stemmed from a fear of failure…I was afraid that if I wrote down, “I want to fit into pants that are one size smaller by this date,” and didn’t hit the goal, then I’d feel like I failed. My guess is that it’s that fear of failure that probably keeps quite a few people from setting goals.

But, I’ll tell you what’s happened because I’ve never written down “I want to fit into pants that are one-size smaller by this date.”

I’ve never been one size smaller.

So, what have you got to lose? You don’t set the goal, you probably won’t achieve it. You do set the goal, there’s a pretty good chance you will achieve it. And, I’m here to tell you that even if you don’t hit the goal, it’s no biggie because, chances are, you’re probably closer to it than you think. A few tweaks to the plan and you’ll be right back on track.