It’s Never the Employee.

In other words, it is NEVER the employee’s fault.

Are you thinking to yourself, “What on earth are you talking about that it’s NEVER THE EMPLOYEE?”

How can it NEVER be the employee when a mistake occurs within a business? 

Doesn’t make sense, right? 

Business isn’t a tournament where everyone wins a trophy. 

There needs to be accountability. 

If it is never the employee, then who’s fault is it when a mistake occurs?

Well, one of the greatest challenges with business ownership is of course managing employees.

As an entrepreneur, creating a team or staff that shares your drive, vision and dedication is a monumental task.

Especially since the staff typically does not have skin in the game as does the business owner, YOU.

A New York Times article from 2011 titled “It’s Never the Employee” completely changed my perspective on this subject.

The author of the article, Jay Goltz, explains that one of three deficiencies causes mistakes to occur at a business: 

  1. You have a flawed system 
  2. Poor training 
  3. You hired the wrong person (or placed them in the wrong position) 

Edwards Deming on “It’s Never the Employee”

 

First, before we go into further detail explaining this theory from Jay Goltz, let’s turn to legendary management guru,  Dr. Edwards Deming for his opinion:

“Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.”

~ W. Edwards Deming  – 20th Century Global Expert on Continual Improvement

Over the years, I have found that it is extremely challenging for both sides, the business owner and employee, to see each others perspective.

If an entrepreneur has owned their business for many years, it is difficult for them to relate to the challenges that an employee faces. 

On the other side, most employees have never owned a business and are truly unaware of the gargantuan effort it takes to build a profitable and successful business.

Yet, how do you create a vibrant atmosphere and dynamic team so that company goals are met?

Well, let’s dig deeper.

Entrepreneurship & Building the Team 

 

Never the Employee

Encouraging employees to follow directions and execute strategies takes stamina.

Unfortunately, many entrepreneurs have amazing talents, skills and strengths, yet, if leadership or managing people is not one of them, what do you do?

Especially if you find yourself failing to motivate.

What do you do when employees just don’t seem to “get it”?

You keep thinking, “what is wrong with everyone and why doesn’t anyone want to work?”

This path is a downward spiral.

The definition of insanity is doing the same thing over and over again expecting a different result.

It is difficult to admit when something isn’t working. However, the blame belongs on us, the business owner.

As entrepreneurs and business owners, looking in the mirror to identify flaws is tough. 

So what do you have to lose to consider viewing your staff in a different light?

What if you reduce stress and sleepless nights over the actions or inactions of your employees? 

You potentially have nothing to lose and everything to gain. 

Let’s take some advice from a hugely successful entrepreneur who sheds some light on this important subject. 

Jay Goltz: “It’s Never the Employee”

 

The New York Times used to have a small business blog series call “You’re the Boss: The Art of Running a Small Business” which I used to read religiously.

Numerous small business owners and entrepreneurs would contribute to the blog sharing the trials and tribulations of entrepreneurship.

One particular blogger who I thoroughly enjoyed reading was a gentleman named Jay Goltz: https://www.jaygoltz.com/about/

Mr. Goltz had started a framing business in Chicago shortly out of college and built it into an incredibly successful business.

He also authored “The Street-Smart Entrepreneur: 133 Tough Lessons I Learned the Hard Way”.

In his blog, Jay shared sharp insights from his decades-long experience in a humble manner describing successes as well as missteps throughout his career.

One particular blog post that completely changed my view towards employees was called, “It’s Never the Employee”: Click here to read.

Ironically, I had the privilege of meeting Jay Goltz at an internet marketing conference shortly after he wrote this article in 2011. He is a passionate and brilliant entrepreneur.

In the article, Goltz asks a fascinating question, “Do you see yourself wired as more of an entrepreneur or more of a manager?”

He goes on to explain that many frustrations of an entrepreneur is purely based on how the company was built and structured.

Taking Responsibility

As you grow your business, responsibilities increase and you HAVE to delegate certain tasks to potential new hires.

The saying “if you want to do a job right, do it yourself” will never allow you to grow your business. 

Unfortunately, growing pains tend to expose flaws. 

For example, let’s say an employee makes a mistake at your business. A new employee.

They have been on the job for a few weeks and should be “getting it” by now.

When the mistake occurs, either small or significant, what is the first thing that you do?

Do you blame the employee? 

Do you sit them down and have “the talk”?

Scold and reprimand them? 

Jay Goltz explains that when a mistake occurs, it is typically one of three reasons that caused it, and all three fall on the owner. 

Below explains his theory on why a mistake occurs…..

1) A Flawed System

Mr. Goltz explains, first look at your system.

As a business owner, it should be a daily obligation to put your employees in position to not only succeed but to also  flourish and thrive.

Especially since their success is your success.

Did your system create or cause the mistake?

Was information flow inaccurate or untimely? 

Take a close look at the mistake to ensure that systems and processes exist to prevent or eliminate these errors from happening in the future. 

Lastly, does a check and balance system exist? 

2) Poor Training

Ok. So you are absolutely positive that the system is rock solid. 

You determine that the mistake was not caused by a flaw in your system. 

Then let’s take a look at the training. Was the employee properly trained?

Do you have thorough training in place so that the employee possesses complete knowledge to understand the process and procedure?

Was there a training period with supervision allowing the employee enough time and experience to execute the task successfully? 

If the answer is a resounding YES!

The system is rock solid. Full proof! Purely mistake-free. 

IN ADDITION, the training is more than sufficient.

As a matter of fact, you will even go on the record that it borderlines on perfection.

Any person with a pulse could do this task….then the mistake is STILL 100% your fault based on Jay Goltz’s theory.

Here is why…..

3) You Hired the Wrong Person

Never the Employee

The worst possible scenario then falls on you with the fact that you hired wrong person for the job.

The employee certainly seemed competent but unfortunately lacks the skill set to complete the task mistake-free.

Meaning you placed an employee in a job where they are simply incapable of succeeding.

Otherwise, they are a good employee but you placed the person in the wrong position. 

I like to refer to this as “putting your first baseman/woman at shortstop”.

To begin with, they play first base for a reason.

Typically they play first base due to a poor throwing arm.

Someone with an amazing throwing arm would most likely never play first base. 

Yet, you put the first baseman/woman at shortstop anyway. Hoping that they succeed. 

Unfortunately, the player receives the blame when they are unable to throw the ball accurately to first base.

When in fact, they should have never been positioned at short stop to begin with.

Thus the team suffers and the shortstop feels frustrated when they are simply out of position. 

It Costs Nothing To……

In conclusion, when a mistake occurs, analyze these three helpful steps to help prevent or eliminate this from happening in the future. 

No one wins playing the blame game. 

Encourage open lines of communication to analyze and dissect systematic flaws. 

Focus on training and placing the best people for the right position. 

Meanwhile, below includes a few tips to help foster a healthy work environment. 

Keep in mind that it costs nothing to……

  1. Say “thank you” to an employee for a good day’s work (Thank you Dad for teaching me that one) 
  2. Congratulate and celebrate the wins 
  3. Be consumed in gratitude
  4. Listen
  5. Be relentlessly positive & supportive with your team
  6. Create a culture dedicated to healthy communication
  7. Keep hungry
  8. Be eager to learn
  9. Study new techniques on leadership and team building 
  10. Put people in positions that exploit their strengths instead of exposing their weaknesses 
  11. Stay curious 

Implementing these tactics cost nothing. Yet, offers the wonderful opportunity to create a dynamic team driven towards success. 

Finally, check out these additional posts with helpful tips from two amazing experts on leadership:

No Goal + No Direction = Where on Earth are We Going? 

“If you don’t know where you are going, you’ll end up someplace else.”

~ Yogi Berra – New York Yankees Hall of Fame Catcher

Have you found throughout your career that there are times when you lack a clear and concise direction or goal?

Those unfortunate occasions where it seems that you just spin in circles.

Over the years, I have certainly been guilty of this.

Without a specific destination in mind, it is hard to determine if a goal was actually missed.

“Most people fail in life not because they aim too high and miss, but because they aim too low and hit.” ~ Les Brown – Motivational Speaker 

How can you claim that you failed at something if there was no direction or goal to begin with? 

From personal experience, many entrepreneurs struggle due to not possessing a specific goal. 

In other words, a lack of clarity and direction. 

Not just lacking direction, but more importantly, the absence of a determined destination.

How can you plan a road trip or vacation without knowing where you are going?

Without a plan or destination, you might not like where you end up. 

Plan the Road Trip 

No Goal

Plenty of planning goes into traveling on a road trip or a vacation.

Isn’t that exactly what entrepreneurship is all about? An extended road trip, right? 

Even when you finally hit one destination or goal, plenty of NEW destinations and goals lie ahead waiting for you.  

Yet, without a plan, how on earth can you reach any destination?

It is said, “life is not a destination but a journey.” I fully agree.

Yet, without some type of plan, map, an agenda or even a vague idea of where we are heading, aren’t we apt to drift and wander?

Plotting the Map 

Let’s say you are in need of a vacation. 

First, select a destination.

Possibly the same location that your family has traditionally visited for many years.

In this case, you are not looking for an adventure, you just want to relax. It is comfortable. Known. 

Otherwise, maybe you prefer a new location each year. An exciting new adventure. Foreign terrain.

Possibly satisfying a “bucket list” destination.

Somewhere you have dreamed of going your entire life.

A beach. An amusement park. Disney. Europe. An exotic island. Camping. Visiting relatives (The in-laws again!). 

On the other hand, some people love to travel spontaneously and not plan.

Making arrangements at the last minute.

My wife and I are known for taking last minute trips with little planning.

The impulsiveness can be thrilling, yet can sometimes cause unnecessary stress.  

However, even when you make last minute travel plans, you still have a destination. 

You make travel arrangements. Car, train or plane.

You research a variety of hotels, resorts, or Airbnb.

You browse through numerous reviews to pick the best place to stay.

This is an important trip. You don’t want to take any risks on poor accommodations to rest your head at night.

Poor reviews mean no chance of you staying there.

In any event, you envision what your destination will be like.

The sights (hopefully breathtaking).

The sounds (hopefully exhilarating).

The food (hopefully outrageously delicious).

The people (hopefully amazingly friendly).

So how does traveling compare with entrepreneurship? 

Plan Your Business Road Trip

No Goal

Not planning a destination for your business can also cause unwanted challenges and unnecessary stress.

You may find yourself being reactive instead of proactive. 

Drifting along. Day by day.

Finding the days, months and years slipping past. 

Just barely getting by with your business instead of flourishing and thriving.

Entrepreneurs are busy. Sometimes simply too busy putting out fires.

You are pulled in many different directions.

Handling demanding customers. Negotiating with banks and vendors. Dealing with employee issues.

Fighting for sales and positive cash flow. Attempting to maintain a healthy balance between your business and personal life.

Though it is critical to be agile and flexible as well as ready to pivot when necessary, setting a goal and plotting a road map helps prevent those dreaded distractions and “shiny object” syndrome. 

More importantly, determining a goal and a concise destination helps keep you on the right path towards success. 

Convert  “No Goal” into a Fruitful Journey 

No Goal

Isn’t that a cool picture.

Think about it, you can have the whole world in your hands with entrepreneurship. 

To mobilize towards a goal, take a look at the who, the where, the what and how: 

Who will travel the entrepreneurial journey with you?

 It is said that it takes a village to raise a child.

Well, it also takes a village to raise a business. Who is in your corner?

Surround yourself with “Dream Supporters” who believe in you:

Business partners, advisors, employees, customers, vendors, bankers, accountant, lawyer, family, friends, your significant other, etc…

Where do you want to end up? 

Visualize your destination. 

Actually, it most likely will be a series of destinations. 

Program and power your mind around your destination. 

The mind attracts what it dwells on. 

Open your arms and welcome the people, resources, energy and support to make your goal a reality. 

Implement a positive plan of action in the pursuit of your goal. 

What does success look like to you? 

How do you measure success?

Sales and revenue goals. Profits. Net worth.

Number of customers that you help serve and solve their problem.

Achieving financial goals combined with a healthy work/life balance also sounds like a fantastic goal. 

Set a target and pursue that goal relentlessly. 

How can you achieve your goals? 

What do you need to sacrifice to achieve your goals?

Every new Yes means a No elsewhere. 

Take a hard look at yourself and address the roadblocks that currently exist preventing you from reaching your goals. 

Plot out the time, energy, financial resources, staff, support, consultants, mentors, and all other factors that will move you towards your goal. 

Pick a Cause

Narrow your focus. 

Exploit your strengths

Try pleasing everyone and odds are you will end up pleasing no one. 

You know the saying “Jack of all trades, master of none.” 

So what is your goal?

Why did you get into business in the first place?

Once you select a goal, this helps determine the number of resources needed to hit that goal.

Describe your mission. In other words, what are you absolutely best at? 

What are your core strategies?

Additionally, what tactics and daily steps are necessary to achieve your goal?

Finally, just get in the game.

Be consistent and give it everything you’ve got. 

 

“I fear not the man who has practiced 10,000 kicks once, but I fear the man who has practiced one kick 10,000 times.” – Bruce Lee 

 

Wrapping It Up 

Thank you for taking the time to read this post. 

I wish you tremendous success on your entrepreneurial journey. 

For more helpful info, check out these additional posts:

Do You Find Inspirational Quotes Help Conquer Tough Times?

Teaming up with a Sherpa to Climb the Entrepreneurial Mountain

 

BECOME THE BLANKIE!

What on earth does that mean? 

So glad you asked. 

As a child, did you have a favorite blanket (aka “Blankie”)?

Ah, the wonderful security blanket. 

Holding tightly onto the Blankie each and every night.

Unable to sleep without that Blankie wrapped comfortably in your arms. 

Sometimes throughout the entire day as well. 

The thought of parting ways was unimaginable.

It helped guide you through tough times such as a sickness or recovering from hurt feelings. Especially after being scolded. 

Fresh out of the dryer was the best. 

Bringing back fond memories?

The Blankie defines security as well as a good night’s sleep. 

Maybe your children possess one now.

Blankie (binkie, woobie or any other cool blanket name) forms an unbreakable bond. 

To change gears, let’s compare this bond to business relationships. 

In particular, with your customers. 

Just think if your customers considered you THEIR Blankie? 

It certainly sounds like an excellent goal to strive towards. 

So let’s further discuss, “BECOME THE BLANKIE!”

Related Article: The Definition of Entrepreneurtude: “Do Whatever It Takes”

Power of the BLANKIE 

 

Security is about building trust

A child trusts that their Blankie will provide a safe and secure experience. 

Even with monsters under the bed or hiding in the closet, the Mighty Blankie will provide protection. 

Do you offer that same safe and secure experience with your customers? 

On the other hand, do you contribute to a restless and sleepless night for customers due to poor service and unreliability?

Sure, we all think that we don’t. 

However, how would our customers honestly answer these questions? 

Related Article: 19 Tips on the Art of Building Trust (Plus a Bonus Tip From Warren Buffet)

The Adult Blankie 

 

As adults consider all of the products and services that we use on a daily basis that serve as our own “Blankie”. 

Your morning coffee. The gym. Your car. 

However, the perfect example of the adult “Blankie is our cell phone. 

Is your cell phone tucked under your pillow at night? 

It is hard to imagine a moment throughout the day when you are not aware of the exact location of your phone. 

Do you feel safe and secure knowing that your Blankie, um, I mean cell phone is right by your side?

 

When you misplace your phone do you quickly go into panic mode? Absolutely! 

The “Adult Blankie” needs to be by our side 24/7. 

In your pocket. Purse. Otherwise, somewhere safely within sight to put our mind at ease. 

Cell phone companies created a true “Adult Blankie” experience for us. 

Crazy, right? 

Related Article: 12 Helpful Suggestions to “Give Value First”

Additional Daily Blankies 

 

Additionally, think about all of the products and services (Blankies) that you use on a daily basis:

Mattress, pillow, sheets, soap, shampoo (not me), razors, dental floss, toothpaste, makeup, deodorant, coffee, breakfast, clothes, shoes, vehicle, insurance, gas station, radio station (local or satellite), favorite music or bands, podcasts, internet provider, search engine, internet browser, computer, what you eat for lunch, preferred social media platforms, dinner, favorite sports team, movies, hobbies……..(pant, pant)……..and the list goes on………

When you go through your entire day, you realize there are potentially dozens of products and services that we welcome into our lives on a daily basis.

In many cases, items that we have been brand loyal to for numerous years.

Additionally, with plenty of these brands, we have no interest in changing or giving up.

These products are cemented into our daily routines and habits.

Each product or service helps define who we are.

To change or breakaway would be like a divorce.

Think about how did you select or become loyal to any one of these items, to begin with?

For one reason or another, we invite these companies and their products into our lives.

We trust these products and services to make our day better. 

To make us better. 

However, let’s change gears.

Let’s look at our own businesses.

More importantly, as a business owner, how do your customers choose you?

Are you included in anyone’s routine or daily habit?

Do you have customers that consider you their “Blankie”? 

14 Tips on How to “BECOME THE BLANKIE”

 

So let’s make it our business mission (or war cry): “BECOME THE BLANKIE!”

Becoming the Blankie by swaddling your customers (sorry, I couldn’t help myself). 

Blankie benefits for your customers include:

  • Lower their stress 
  • Reduce anxiety 
  • Help Soothe 
  • Deliver safety and security
  • Be trustworthy 
  • Dedicate to contributing to their good night’s sleep

Below include 14 tips on becoming the Blankie: 

  1. Build Trust 
  2. “Take time to understand how you can help others….then go out and do it.” – Thank you Ben Baker
  3. Choose Integrity first 
  4. Be authentic 
  5. Dedicate yourself to creating unique solutions 
  6. Uncompromising commitment to the success of others
  7. Strive to ask exceptional questions
  8. Healthy communicator
  9. Challenge others on your team to be the best
  10. LISTEN intently
  11. Say what you do then do what you say 
  12. Overdeliver 
  13. Quality, Quality, Quality
  14. Own mistakes & correct them quickly 

Lastly, being warm and fuzzy certainly helps as well. 

Wrapping It Up 

Thanks for reading this post. 

Check out these posts for additional info: 

 

Are you Diversified? 

Hopefully, you are a much better multitasker than I am. 

Diversification does not agree with me at all. 

Case in hand, walking and chewing gum at the same time is a huge challenge for me: 

Well, I have a funny story to share with you on my disastrous plan of being DIVERSIFIED” where being told how “Horrible” I was turned into brilliant advice. 

It goes back over 20 years ago to the year 2000 (time sure flies when you’re having fun). 

Entrepreneurtude

First, what does it take to be an entrepreneur? 

You need a trait that I refer to as “ENTREPRENEURTUDE.” 

As an entrepreneur, you need a determined and relentless attitude.

Tenacity! Thus, ENTREPRENEURTUDE. 

Unstoppable confidence, right? 

Unfortunately, that confidence can sometimes lead to trouble. 

Overconfidence creates delusion. Cloudy decision making. 

Well, I am a recovering delusional entrepreneur (probably not fully recovered). 

“I’m DIVERSIFIED” = Train Wreck 

Diversified

As an entrepreneur in 2000, truth be told, I was an absolute train wreck. 

I was decent at growing sales……unprofitably though.

My running joke looking back, no one sold a dollar for $.97 better than me (do the math on that one).

Unless you sold your dollar for $.96, no one was going to beat me at $.97.

Impressive, right? 

I found out the hard way that there is no guarantee of scaling your way to profitability. 

However, I had a DIVERSIFIED business.

I had developed 5 separate sections of the business. 

In 2000, I owned a wholesale business (with 2 separate product lines), that was trying to become an eCommerce business while trying to get into manufacturing as well as also attempting to become a drop shipper. Say that five times fast. 

My logic was to reduce vulnerability. 

Create a diversified business where if one area went down, the others would hold up the business. 

In reality, I created a scattered mess. 

Sales were climbing quickly but losses were mounting.

So I finally conceded I needed help

I reluctantly brought in a consultant to analyze the business to help identify challenges and to discover the culprit causing the losses.

DIVERSIFIED = Doing Five Things Horribly 

Once the consultant arrives, we get past introductions and she immediately requests, “tell me about your business.”

I proudly declare, “I’m DIVERSIFIED!” (Remember, I had Entrepreneurtude!).

I explain that If one area suffered or went south, I had four others backing it up to strengthen the business.

She was certainly going to be incredibly impressed, right? (Wrong!)

She then asked if I could explain each area of the business. Provide the details on why and how I had chosen these 5 areas to pursue.

She continued by asking what competitive advantages did the company possess for each area. 

When I was done explaining everything (rambling), she quickly made her assessment and offered a statement that completely changed my life. 

Said looked at me as said:

“Well, I know what your problem is. You are too diversified. Actually, you are doing five things horribly instead of one or two things exceptionally.”  

Are you familiar with the expression, “When the student is ready the teacher appears”? 

Well, my teacher appeared. 

What Are You Absolutely Best At?

She continued on with this question, “What are you absolutely best at”?

Well, truth be told, we weren’t really good at anything at that point.

She was looking for our core which was hollow at that time.

Ouch! That was a tough pill to swallow. 

We had explosive sales that were unprofitable. The business was sinking quickly.

Then she asked, “What do you feel is the future of the company? Where are the profitable growth opportunities?”

My answer: eCommerce.

This seems completely obvious writing this in 2019.

However, declaring this in 2000 was a huge risk.

The dotcom bubble was bursting and eCommerce companies were failing fast.

The business was floundering by pursuing areas where we had no competitive advantage.

I was exhausting time and energy by spreading company resources too thin. 

Give It Everything You’ve Got 

She once again looked at me and said, “Drop each area immediately that are draining your resources where you just explained that you have no competitive advantage.”

She then dropped another bomb, “Since you feel the future is in eCommerce, GIVE IT EVERYTHING YOU’VE GOT!” 

Placing a laser focus on a specific area became essential.

Unfortunately, many business owners foolishly pursue weaknesses. I certainly did. 

Additionally, I lacked the resources, expertise, knowledge or finances to overcome those weaknesses. 

Trying to be everything to everyone leads to being nothing to no one and I was guilty as charged! 

Jack of all trades, master of none. 

A common reason for a restaurant failing is the menu simply being too large. Too diversified.

Creativity is a blessing and a curse for many entrepreneurs. 

Narrowing a focus when a ton of revenue ideas and possibilities dangle in front of you is tough. Extremely tough.

What road do you pick?

The challenge is narrowing the selection and picking the profitable path.

Please Pick eCommerce!

My heart, passion and dream was eCommerce

A competitive advantage existed with eCommerce. 

Competition was scarce in 2000 with eCommerce. 

The benefits with eCommerce were tremendous and those benefits still exist today. 

I have made thousands of mistakes over the years but choosing the eCommerce path has been an amazing ride. 

Fortunately, years later our company ended up on the Internet Retailer Top 1000 Companies 3 years in a row. 

I owe all of the company success to my eventual business partner. 

Yet, hearing “You’re doing five things horribly instead of one or two things exceptionally” was brilliant business advice and changed my path. 

Being told how Horrible I was, turned out to be one of the best things that ever happened to me. 

If you find yourself struggling with your business, ask yourself the tough question: are you too diversified? 

Focus on what you are ABSOLUTELY BEST AT & GIVE IT EVERYTHING YOU’VE GOT. 

Lastly, if eCommerce is on your radar, go for it & don’t look back!! 

Wrapping It Up 

Thanks for reading this post. 

Check out these posts for additional info: 

 

When searching for a new vendor or professional service provider, do you seek companies that “Give Value First”?

As the saying goes, “it takes a village to raise a child”. 

Well, it also “takes a village” to raise a business. 

Partnering with the right company or individual delivers powerful results for your business. 

Teaming up with vendors and service providers dedicated to your success……..

  • Improves productivity
  • Increases profitability
  • Enhances quality
  • Helps protect your investments
  • Delivers peace of mind
  • Helps achieves goals 

However, selecting the wrong company to partner with typically leads to frustration and disappointment.

Possibly even worse.

Think back to the reasons that contributed to you selecting your current vendors or service providers in the beginning of the relationship?

How did you find them in the first place? Online search? Through word of mouth? A sales rep?

What factors contributed to you selecting them as a supplier?

So what separated these vendors from their competition?

Price? Quality? Delivery times? Reliability? Comfort?

More importantly, let’s think about what separates you from your competition?

Why do customers partner with you?

Give Value First

So to turn it around, does your company “Give Value First”?

Many companies talk about “added value”.

Wouldn’t it be great if they would “Give Value First”, instead of adding it on later?

Here is a fantastic video from sales guru  Jeffrey Gitomer who is also a highly acclaimed and best selling author, sharing his thoughts on “Give Value First”:

 

Teaming Up With The Experts 

 

“Give Value First” is all about building business relationships based on trust.

For example, hate doing your own taxes? Team up with a trustworthy and reliable accountant.

Additionally, the same can be said for an attorney, insurance representative and banker.

In each case, you team up with professionals that provide the expertise necessary to prevent you from harms way.

Hiring these professionals respectively helps keep you out of trouble with taxes, legal issues, and other various liabilities such as accidents or property damage.

A solid banking relationship provides access to cash when needed. 

Partnering with a credible and trustworthy professional lends tremendous benefits to your business.

In other words, these professionals contribute to your profitability and success…….hopefully.

Think back to the factors that led you to selecting the professionals that each play a crucial role in your business.

At some point in the early stages, each professional delivered value to you consummating that relationship.

Manufacturers Providing Value First 

As a manufacturer, new customers reach out to you for our experience and expertise.

A potential customer approaches a new vendor with a level of expectations.

Expectations that the tasks will be performed with the highest quality.

In addition, offering the most competitive prices possible.

Delivering on time serves as another critical factor as well.

However, all manufacturers like to claim high quality, competitive prices, and on-time delivery.

Otherwise, we would all go be out of business. Right?

A customer approaches a custom manufacturer to tackle tasks that the company is unable to perform.

So how do we separate ourselves from the rest of the pack?

Supply Chain Defined

What is your primary concern? Typically it is your customer.

What is your customer’s primary concern? Typically it is THEIR customer.

I recently heard a great analogy on how the supply chain works.

At a workshop, the speaker asked everyone to turn to their right. Then asked, “what do you see?”

The answer?

The back of the head of the person to the right.

The speaker noted that is exactly how a supply chain works.

Everyone is looking down stream towards THEIR customer.

Companies are so busy taking care of their customers that they don’t want to have to look backward and worry about you as the vendor.

It’s all about the WIIFM = “What is in it for me”. 

As manufacturers, how can we strive to improve our competitive edge?

How can we go above and beyond quality, price and on-time delivery?

How can we dedicate ourselves to “Give Value First”?

For example, exceeding customer expectations allows the opportunity to establish loyal customer relationships.

How can we exceed expectations? 

Aggressively solve their problems.

Help them exploit opportunities.

Make your customer a hero with THEIR customer and THEIR boss.

This link includes an excellent article from Forbes on this very topic: “Value-First Advertising: How To Give To Consumers While Selling”.

Inc.com offers this fantastic piece on “Give Value First”: “How Can I Help? Why ‘Adding Value First’ Is the Winning Formula for Growth”.

12 Helpful Steps to “Give Value First”

Give Value First

What steps can you take in order to “Give Value First”?

Below includes a list of 12 suggestions to help:

  1. Blog on insightful topics about your business and industry
  2. Provide technical advice on your website about your products or services
  3. Attack your keywords on Google so customers can easily find your website
  4. Shorten the RFQ process to reduce wait times with quick turnaround times on quotes 
  5. Educate: offer product white papers or tips on best practices
  6. Post helpful videos on how to’s
  7. Offer free online tools that help customers make buying decisions
  8. Help your customers make connections with other non-competitive vendors or suppliers
  9. Answer questions = offer a thorough FAQ section on your website
  10. Provide helpful book suggestions relevant to your business or industry
  11. Offer resource guides 
  12. Be a guest on podcasts OR even start your own

Dedicating ourselves to each customer’s profitability and success is a winning formula.

What value propositions work best for you and your company when you “Give Value First”?

Wrapping It Up

Thanks for taking time to read this post. 

Below includes a couple other helpful posts: 

Entrepreneurtude? 

Huh?

What is Entreprenuertude? 

So glad you asked. 

We hear about entrepreneurs, entrepreneurship, as well as having an entrepreneurial spirit. 

Actually, how do you define entrepreneurship? 

The godfather of Entrepreneurship Studies at the Harvard Business School, Professor Howard Stevenson says, “entrepreneurship is the pursuit of opportunity beyond resources controlled.”

Entrepreneurship certainly takes a special breed.

Additionally, a successful entrepreneur carries a hardcore, can-do attitude. 

In other words, they possess Entrepreneurtude. 

Above all, they “Do Whatever It Takes”.

Let’s dig deeper. 

WHAT IS ENTREPRENEURTUDE?

Entrepreneurtude

First of all, Entrepreneurtude can be defined as:

“An individual who seizes opportunities with relentless persistence and an uncompromising willingness to do whatever it takes to succeed.”  ~ me (Curt Anderson)

Hence, an individual with Entreprenuertude must possess the following characteristics: 

  • Shameless Optimism 
  • An Entrepreneurial Spirit 
  • Relentless
  • Opportunistic
  • Persistent 
  • Unwavering Passion 
  • Fierce Belief in Oneself 
  • Unstoppable Confidence 
  • Swagger 
  • Moxie 
  • Difference Maker 
  • Disruptor
  • Pioneering
  • Innovative 
  • Laser Focused 
  • Dreamer 
  • GameChanger 
  • Profit Producer  
  • Unable to work for someone else (are horrible employees) 
  • Job Creators
  • Contagious Enthusiasm 
  • Inspirational Leaders 
  • Vivacious 
  • Unable to Confine 
  • Problem Solvers 
  • Intense 
  • Zealously Competitive 
  • Resilient 
  • Highly Motivated 
  • Fearless (Yet, scared as hell at times)
  • Visionary 
  • Won’t Take No for an Answer While Excellent at Saying No 
  • Go-Giver 
  • Capitalists 
  • Sheer Determination 
  • Goal-Setter 
  • Risk Taker 
  • Obsessed with Success 
  • Borderline Delusional (most likely a bit insane) 
  • Willing to Fail 
  • Maximizes Time 
  • Executes to the Extreme
  • Courageous 
  • Deeply Committed 
  • Insane Work Ethic 
  • Fights for a Cause
  • OverDelivers
  • Above all, Does Whatever It Takes 

DEFINITION OF ANTI-ENTREPRENEURTUDE

In contrast, characteristics of the anti-entrepreneurial spirit, otherwise known as those who do NOT possess Entrepreneurtude:

  • Lazy
  • Uninterested
  • Probably Grinding the 9-5
  • Celebrates TGIF
  • Passive
  • Lethargic
  • Lackadaisical
  • Weary
  • Most likely Comatose
  • Just doing their time while going through the motions 
  • Slacker
  • Sloth
  • Counting the days until retirement
  • Dread Monday’s
  • Chronically complain about their boss as well as co-workers
  • Certainly Negative
  • Pessimistic
  • Inflexible
  • Narrow-minded
  • Fearful
  • Scattered
  • Lacking focus
  • Stuck in a rut
  • HAVE LOST THEIR THRILL OF HOPE

ENTREPRENEURTUDE = OPTIMISM = DREAMERS

Entrepreneurtude

Consequently, the Entrepreneurtude mantra goes as follows:

  • Pursue your goals relentlessly
  • Seek opportunity with tenacity
  • Surround yourself with dream supporters

ENTREPRENEURS ARE ULTIMATELY the most OPTIMISTIC people you will ever meet

Optimism is another fantastic trait for those with Entrepeneurtude. 

For example, the wonderful thing about surrounding yourself with early-stage entrepreneurs is you will never meet a more optimistic group of people.

I am yet to meet an entrepreneur starting out with the intention to fail.

They are truly glass half-full as well as shameless optimists.

Due to the fact that they are out to conquer the world.

Additionally, many entrepreneurs may be viewed as overconfident. Probably even delusional.

However, all in all, entrepreneurs are dreamers.

Determined to make massive positive change as well as disrupt their market.

Place a stake in their community. Hire employees. Create a legacy as well as change history.

Furthermore, some simply want to build a better life for themselves.

While others flat out have no desire to work for others and need to do their own thing.

Optimism also bleeds within seasoned entrepreneurs. 

Giving everything they’ve got. Everyday.

Even those that have been beaten down over the years or possibly decades. 

Rode the entrepreneurial roller coaster of enjoying the highs as well as surviving the lows.

For example, not knowing how you were going to cover payroll on Thursday, and it’s Tuesday night, helps define the struggles of entrepreneurship. 

Another slew of challenges and struggles include: Losing a key employee or your largest customer, taxes, health care, regulations, cash flow, vendor delays, tariffs, fierce global competition, and the list goes on……

Almost makes you want to get a job. No way!

Entrepreneurtude prevails yet once again! Just Do Whatever It Takes. 

Entrepreneurship = Swimming in the Ocean 

However, ever feel like you have entrepreneurship all figured out? 

It certainly seems like owning a business is similar to swimming in the ocean. 

Just when you think you have the waves figured out, a large wave comes along to plant you in the sand.

The ocean finds it necessary to remind the swimmer who’s the boss.

Knocking you down a few notches and also leaving you gasping for air.

Likewise, entrepreneurship works the same way.

Complacency kills. Quickly.

Especially since the market will remind you that there is no rest for the weary. 

Take your eye off the ball for one second and you almost surely make a fast fool of yourself.

It’s imperative to stay hungry while also maintaining a healthy does of Entrepreneurtude at all times (Just Do Whatever It Takes). 

Do You Pick Entrepreneurtude or Does Entrepreneurtude Pick You?

Finally, do you pick Entrepreneurtude or does Entrepreneurtude pick you? 

Hence, are you born with an entrepreneurial attitude or is it learned along the way? 

It certainly seems like entrepreneurs simply cannot help themselves. 

In particular, most entrepreneurs simply are unable to work for anyone else.

Corporate life? No thanks.

Especially when working for a boss that restrains and rejects your ideas, innovations, and goals. I think not! 

Above all, Entrepreneurtude is like caging the starving beast. Just ain’t going to happen.

The bottom line, the Definition of Entrepreneurtude: “Do Whatever It Takes”

Wrapping It Up 

Thanks for reading this post. I certainly appreciate you stopping by. 

Lastly, for additional articles, please click below: 

 

FIREMAN AND BABYSITTER, Really?!?!

First, welcome to my most embarrassing post. 

I am terribly humiliated to even share this article. 

As the story goes, 100 years ago (well not quite that long ago but it sure feels like it), I used to describe managing my business with the following description: I was a “fireman and a babysitter.” 

Actually, it was the 1990’s and I was in my early 20’s. 

My description of entrepreneurship? “Every day I was putting out fires and babysitting my employees”.

Yes, I actually said that. URGH! 

Well, guess what? I was hugely successful. At what?

Putting out all of the fires that I was creating for myself every day as well as micromanaging an amazing group of people.

I am horrified at my immaturity and arrogance that I even expressed those words, “fireman and babysitting”.

It is a true embarrassment that my management style was based on putting our fires and babysitting.

Let’s interpret what this really meant.

Related Article: “I’M DIVERSIFIED!” No, Actually You’re Doing Five Things Horribly

A Fireman? Seriously? 

Declaring myself a fireman is completely insulting and offensive to all firefighting professionals who are more courageous than I could begin to imagine.

My interpretation: 

Fireman = I have no idea what I am doing, am completely overwhelmed, cannot think past today to begin to plot out a future strategy. Let alone figure out how we are going to resolve the current firestorm in our midst.

For example:

  • Cover payroll on Thursday (and it is Tuesday night)? Who knows?
  • Dealing with customers past due by 90 days?
  • Handle an angry customer who just received the wrong product and needs it corrected NOW?
  • Handle employee issues that most likely lacked necessary training or probably should not have been hired to begin with?

Sweating the small stuff prevented facing bigger challenges. 

Especially when I was busy putting out fires that I typically created on my own. 

Related Article: Best Advice Ever from Dr. Phil: “You DON’T Want to be Successful!”

A Babysitter? Seriously?

Babysitter

Calling myself a babysitter not only insults the employees that I had the privilege of working with but also insults the millions of incredibly skilled babysitters around the country. They are also much more courageous than I could ever be.

Babysitter = I am completely insecure with myself combined with an unjustified arrogance that I need to micromanage every move of my employees.

Yet, so focused on being a HELICOPTER BOSS that I fail to allow these amazing individuals to do their jobs properly and let them do what they do best (also what they were hired to do). Combined with the fact that I was doing my own job horribly as well.

“Babysitting my employees.”

If you find yourself saying these words, it may be time to take a look in the mirror and reevaluate your approach.  

When I finally realized how immature and unprofessional my thoughts and behavior were it was finally time to get down to business.

No boss, parent, teacher, coach or instructor is perfect.

Even the most winningest coach (Ex: Bill Belichick or Nick Saban) has plenty of critics. Including their own players.

Just lose one game and find out quickly that not everyone will love you, admire you or even respect you.

As a coach or boss, every move you make is scrutinized.

You will always be called too much of something. 

Some will think you are too nice, too mean, too lenient, too calm, or too frantic. Not enough passion. Too passionate.

The goal is to build a healthy balance.

Maintaining a strong sense of urgency while never showing panic. Minimizing or even eliminating chaos.

Related Article: When a Mistake Occurs at Your Business, “It’s Never the Employee”

Herding Cats

Babysitter

Seems like the same could be said when people use the expression “herding cats”.

If a person describes managing people like herding cats, doesn’t it simply mean that this particular person has serious challenges with leadership or people skills?

Do you ever hear successful coaches describe leading their players as “herding cats”?

Well, I am ashamed and it was truly pathetic that I lead thinking these individuals needed “babysitting”.

No wonder I constantly struggled to make ends meet.

Helping employees to succeed and thrive should have been my primary focus. 

Additionally, I should have dedicated myself to creating a cause that they could proudly stand behind.

There is a fantastic book called “As a Man Thinketh” by James Allen.

The line in the book goes, “As a man thinketh, so shall he be.”

Well as I declared myself a “fireman and babysitter,” so shall I was.

Very impressive, right? Absolutely not! 

As I called myself a “fireman” and “babysitter”, that is exactly what I became.

I am sure you have some choice words to describe my poor business acumen and lack of leadership skills.

Related Article: The Definition of Entrepreneurtude: “Do Whatever It Takes”

Entrepreneurial Crisis

Phil Knight says that for entrepreneurs, “every day is a crisis.”

So the crises are going to happen. It is not a matter of if they will happen, just when and what magnitude. 

Therefore, since the fires ARE going to happen, every day, how you handle them is the key to success.

It doesn’t matter if you run a sole proprietorship or a multimillion-dollar company.

It is all relative. If you prepare and become proactive, great things occur. 

Welcome the mindset that these are not fires.

Each event is not a crisis but simply opportunities to grow. Learn. Expand your business.

Furthermore, the chance to separate you from the competition when challenges occur.

Gratitude

As a boss or leader, consume yourself in gratitude.

Give thanks for this amazing opportunity. For your entrepreneurial venture as well as the privilege to lead others. 

Embrace challenges as blessings to learn and grow. 

A mentor of mine used to share this fantastic quote: “The person who wins a marathon may not be the fastest runner but the person who can endure the most pain.

Your business is a marathon, not a sprint.

So, how do you endure the pain of the race? 

Can you prevent fires?

Strategically position the proper smoke alarms and fire extinguishers so when the smoke starts, you eagerly and tactically put out the burning flames as quickly as possible.

How do you put out a fire? Preparation, teamwork, a calm reserve, and a steady hand. 

Related Article: No Goal + No Direction = Where on Earth are We Going?

Babysitter? There Must Be a Better Way

Babysitter

So, what is a better description of entrepreneurship as opposed to declaring myself a “fireman” and “babysitter”?

Instead of a fireman, what if I declared entrepreneurship as a gift to create an organization that provides incredible products and services? Furthermore, offering powerful solutions that improve our customer’s ability to compete. 

What if I stated that instead of putting out fires we work on strategies that anticipate the challenges our customers face on a daily basis to make THEIR lives less stressful?

Instead of a babysitter, what if I declared my experience of entrepreneurship as being blessed to work with amazing and talented individuals? Where we strived to challenge each other to be the best.

Another thought: “As a team, we dedicate ourselves to building a sustainable business model that offers an entrepreneurial and competitive spirit.”

In spite of my “fireman and babysitter” mentality, our company experienced wonderful growth and success thanks to being blessed with an incredibly talented team. 

As the business owner, you are the boss by default.

The person who cuts the checks typically makes the rules.

Oversees the hiring (and firing) as well as make difficult decisions.

You provide employees with money, however, they grace you with their time. 

Money and jobs can be replaced. Time cannot. 

My humble suggestion: dedicate yourself to the success of each individual who decides to join your team. 

Inspire. Build their confidence. Make them feel on top of the world. Unstoppable.

Explore, discuss and fully understand their goals, their dreams, aligning yourselves on the path to achieving great heights.

Trust me, magic happens. 

Wrapping It Up 

Thanks for reading this post. 

For additional posts, check out these links below: 

This story reflects the day I received possibly the best piece of business advice imaginable from Dr. Phil. 

Yes, that Dr. Phil.  

Well, the advice wasn’t directly from Dr. Phil himself but from a second-hand source. 

Actually, an extremely unexpected source. 

Let me explain……..

Meet My Accountant 

advice

My business was severely struggling.

We were trying to make the transformation from a brick & mortar wholesale business into an eCommerce business.

It was Dec 2002 and I was at an end of year meeting with my accountant.

As usual, I was full of self-pity and doubt.

Complaining about current challenges, such as cash flow (lack of), profits (lack of) and every other problem conceivable.

I had reached a breaking point where I set myself an ultimatum.

If the business could not be turned around within the next 18 months, I was going to throw in the towel and move on to another chapter in life.

My accountant listened intently to my whining and complaining while even offering several constructive suggestions throughout the conversation.

See, my accountant is an extremely sweet woman.

In the early years of her career, she spent working at a public library.

In due time, she decided that the library route wasn’t exciting enough, so she changed paths to accounting.

At her accounting firm, she was a one-woman show with no partners and preferred working solo. No employees.

She was highly competent, thorough and honest. Just amazing! 

Starting her career in a library contributed to being an extremely meek, mild and quiet person. 

Small in stature, yet a powerful presence. 

During my whine session, she offered numerous excellent ideas to help improve my situation.

However, I was burned out and felt I had already done everything possible.

Additionally, her suggestions were viewed as sacrifices that were beneath me. 

Truth be told though, I was a train wreck at that time. 

I quickly dismissed and rejected her ideas that each would have definitely helped improved profitability.

Well, I rejected and shot down all of her suggestions arrogantly saying “no, I’m not going to do that”.

I just felt that I had already made every necessary sacrifice and didn’t deserve to add to the list.

Finally, she scoots up in her chair and she asks me an interesting question: “Do you watch Dr. Phil?”

My thoughts were “where on earth is this going?” 

Related Article: No Goal + No Direction = Where on Earth are We Going?

Advice from Dr. Phil 

Dr. Phil built his success with charm as well as a reputation for delivering blunt advice. 

He had just started his TV career when the exchange with my accountant took place.  

However, you can Google him if you are not familiar with Dr. Phil (click here).

His fame took off with appearances on the Oprah show (if you are asking right now, “who is Oprah?”, then you are way too young – lol). 

Anyway, this is where my accountant dropped the bomb on me. 

The exchange went something like this: 

Accountant: Do you ever watch Dr. Phil? 

Me: No. I have heard of Dr. Phil but I have never watched him. 

Accountant: “Well, I watch Dr. Phil every day, do you know why?”

Me: “No, why?”

Accountant: “Because he tells people what they need to hear not what they want to hear. I just offered several suggestions to help your business, improve profitability, as well as address these complaints that you just made and you rejected all of them. You know what your problem is, YOU DON’T WANT TO BE SUCCESSFUL!”

Me: Silence, speechless and stunned 

Ouch!

My immediate thought was who is she to be speaking to me like that?

Especially since I’m paying her!

I left her office a bit frazzled with my tail between my legs. 

Related Article: “I’M DIVERSIFIED!” No, Actually You’re Doing Five Things Horribly

I Finally Get It!

Approximately 48 hours later it totally hits me ( I’m very slow & it takes me a while to get a point).

I FINALLY GET IT!!

I can tell you exactly where I was when this “aha” moment hits!

My accountant was 100% correct. Her advice was spot on. 

I was sabotaging myself and depriving the business of success. 

Rejecting the advice was immature, arrogant and foolish. 

From that moment on, I went on a relentless mission to turn things around.

I worked harder than ever.

However, I focused on working smarter AND harder. 

Made terribly difficult decisions which included making serious cutbacks.

Several steps included selling only high-profit products, fired unprofitable customers, analyzed every single expense to determine what were needs versus wants.

Unfortunately, I had to let go a number of employees who had been with the company for years.

Layoffs are horribly painful. Tears flowed. 

For example, one person that had to be cut included a business partner. We were extremely close friends. His only son is my Godson.

Thankfully, he landed into a new career where he continues to thrive far greater than had he stayed.

However, at the time, that was an awful decision and a difficult transition.

My wife and I went through our budget to determine the absolute minimum we needed to get by.

I reduced my pay by 75%.

However, it’s funny how a career or business is not life or death.

If a business closes, life still goes on.

The sun will rise the next day.

We still need to eat, breathe, sleep, and function as normal.

Yet, after you have poured your heart and soul into a business, this living organization filled with relationships, memories, laughter, and tears, being forced to shed staff was terribly difficult.

At least it was for me anyway.

Related Article: The Definition of Entrepreneurtude: “Do Whatever It Takes”

Yes, Please Come Back 

Eighteen months later from the famous Dr. Phil’s speech, almost to the day, a previous employee calls.

The employee who worked at my company for ten years previous to the awful layoff. 

The one that came to work one day announcing she thought she might be pregnant. So another employee immediately goes out a buys a pregnancy test kit. Sure enough, we found out together, she was pregnant (Her son was 7 by the time I faced layoffs).

The same employee who attended every Christmas party where we laughed so hard that we could barely breathe with tears running down our cheeks.

The same one who leaned on me when she went through a very difficult divorce.

Unfortunately, I simply could not afford to keep her on staff anymore.

So she found another job.

Well, since I laid off nearly 50% of my staff, I had been working non-stop for months.

Seven days a week trying to pay off all debts and vendors so if I did close the business I would have a clean slate and owe nothing.

It was critical to walk away with the peace of mind that not a single company or creditor was owed a penny.

However, months after the layoffs, I desperately needed help. I could no longer continue working at this pace.

The business was picking up steam. 

However, the thought of hiring someone new was not appealing at all.

Especially since I had let go of a number of outstanding people just a few months prior.

Well, this previous employee called to explain that she absolutely hated her new job.

She actually called to ask if there was any way she could come back and work.

It was the Fourth of July weekend.

We were going to be insanely busy right after the holiday. 

I was ecstatic! This was too good to be true. 

The company finally needed to hire again.

Related Article: When a Mistake Occurs at Your Business, “It’s Never the Employee”

Turned the Corner 

Advice

Within a matter of months, the company had not only paid all of the debt and vendors, the bank account actually possessed a few dollars to the good.

I felt perfectly fine hiring this employee back. 

More importantly, I could afford it.

As I hung up the phone, I looked at the list of goals thumbtacked on the wall in front of my desk.

Facing me since the famous “Dr. Phil” speech from my accountant.

While taking a look at each item on the list, at that very moment it dawned on me, we made it.

We had accomplished each goal on the list.

I had been so consumed in working tirelessly to turn the business around, driving towards those goals, that it had not hit me that we were even getting close.

Yet, we made it.

We turned the corner. 

It took a tremendous team effort along with powerful advice from Dr. Phil. 

Anything is Possible

advice

 

The company eventually landed on the Internet Retailer Top 1000 eCommerce Companies 3 years in a row.

This certainly did not seem possible when the company faced painful decisions. 

Always remind yourself that it is never as bad as it seems.

Business is not life or death.

You will still wake up the next day. The sun will come up.

Yet, understanding and respecting that as an entrepreneur, you feel responsible for the livelihood of others. 

That is an admirable trait and a strong motivator. 

To reach success, you must confront the brutal facts.

Make the painfully difficult decisions.

Maintaining a healthy balance between a strong sense of urgency combined with a playful entrepreneurial spirit goes a long way.

Thankfully I listened to tough love from my accountant. 

Even though it is not easy to hear harsh criticism. 

However, taking a hard look in the mirror at your flaws and blemishes pays major dividends. 

Especially when a trusted advisor offers extremely valuable advice. 

Entrepreneurship requires incredible stamina to complete the marathon. 

Being told, “YOU DON’T WANT TO BE SUCCESSFUL!” turned out to be fantastic advice as well as a powerful source of motivation. 

 I just had no idea that Dr. Phil would be the one to help turn my business around. 

Wrapping It Up 

Thanks for reading this post. 

Hopefully, you found this helpful on your entrepreneurial journey. 

For additional articles on entrepreneurship, please click these links below: 

Finally, if you are looking for information on Manufacturing eCommerce Strategies, please click below: 

The Breakup. 

Does that word bring you back to your high school years?

You know, the dreaded heartbreak. 

Generally, no one feels good after a bad breakup. 

Especially for the person who is being broken up with. 

As you know, gossip flows like wildfire with teenagers. 

“Did you hear so-and-so broke up?” “Really, who dumped who?” 

The term “breakup” is typically synonymous with heartbreak. Humiliation. Depression. 

Ahh, the days of having your heart broken for the first time. 

Well, when something is broken, it most likely needs to be fixed. 

So let’s turn the tables and discuss the term “breakup” in terms of business. 

In particular when your biggest customer finds it necessary to break up with you. 

Ouch! 

As adults do you find a customer breakup hurts any less than a teenage heartbreak? 

A customer breakup certainly has the potential to cause serious harm as well. 

For example, a customer breakup leads to financial damage, layoffs, idle equipment, and a severely bruised ego.  

An important question to consider, could this have been prevented? 

Related Article: Business Mission Statement: “BECOME THE BLANKIE

We fall out of love “very slowly, then all at once”

 

So how do you handle a customer breakup? 

First, it is important to consider if the breakup could have been avoided.

For instance, were there honestly no warning signs?

James J. Sexton, divorce attorney and author of “If You’re in My Office, It’s Already Too Late,” says marriages don’t fall apart overnight.

Sexton claims couples fall out of love “very slowly, then all at once”.

Most likely the exact same things happen with business relationships. 

First, you meet the new customer.

It’s love at first sight. 

Next comes the puppy love stage. 

You nurture every whim and request. 

Everything is going along smoothly. 

Unfortunately, similar to many relationships and marriages, complacency sets in. 

In hindsight, odds are plenty of warning signs were ignored.

For example, suddenly a new customer comes into the picture who takes up more of your time, energy and resources. 

The “old” customer now takes a back seat. 

However, you’re not worried. The “old” customer still loves you and would “never” think of leaving. 

Oh, oh, that thought process certainly sounds like trouble.

Taking a customer for granted is certainly a dangerous place. 

However, sometimes a breakup occurs beyond your control. 

So what actually did happen?

Let’s take a look at common reasons that a customer breakup occurs. 

Related Article: “I’M DIVERSIFIED!” No, Actually You’re Doing Five Things Horribly

 10 Reasons a Customer Breakup Occurs 

breakup

1) Your biggest customer gets bought out: Unfortunately new ownership has other plans that do not include you. 

2) A new buyer arrives: You find out the hard way that the new buyer has a tight relationship with a competitor.

3) A new management team takes over: They make sweeping changes and do not view your service favorably.

4) Vulnerability reduction: The company finally realized that they represented a vast majority of your total revenues and felt uncomfortably vulnerable with you. Vulnerability certainly works both ways.

5) An aggressive competitor outbid you: On price. Service. Quality. Customer service. Maybe they were simply hungrier than you. It is difficult to admit when we have messed up. 

6) A key employee leaves you: And even worse, they take your biggest customer with them. URGH! 

7) The business or industry declines: For example, brick and mortar retail, book stores, DVD rentals are a few that come to mind.

8) Your competitor offers more efficient technology: Plenty of disruptors hit the market causing chaos. When in fact they deliver incredible efficiency. Uber, Airbnb, and Zoom come to mind. You resisted change and loved staying below or completely off the radar. Well, unfortunately, you also fell off your customer’s radar as well. 

9) Your customer went out of business: – Bankrupt. Gone. They grew complacent. Ignored drastic changes in the market. Think back to Blackberry, Blockbuster, Kodak, Sears and the list goes on. 

10) Cheap imports: Low cost labor countries are penetrating your market. Very slowly, then all at once. 

Related Article: 12 Helpful Suggestions to “Give Value First”

 Stay Hungry to Avoid the Breakup

 

Complacency kills.

So how do you avoid a bad customer breakup? 

For one thing, it is critical maintaining a “Honeymoon” mindset with each and every single customer. 

In other words, NEVER TAKE FOR A CUSTOMER FOR GRANTED.

Additionally, focus on building a diverse customer base to reduce the weakness and vulnerability of relying too heavily on one customer. 

Stay hungry and aggressive. 

Play offense. Simply due to the fact that an offense scores ALOT more touchdowns than the defense. 

Embrace new technology. 

Keep your staff highly trained as well as motivated. 

Above all, prevent a heartbreaking and painful breakup by dedicating yourself to making your customer’s life easier and their business more profitable. 

This way they will stay tied and true to you. 

Thus, creating a long-term monogamous relationship so you can both live happily ever after. 

Wrapping It Up 

Thank you for reading this post. 

For additional articles to help with your entrepreneurial journey, check out these articles below: 

“Niche Down Til it Hurts…So Good”

As the famous saying goes, the riches are in the niches. 

Now if you pronounce niche as NEESH, then we can simply proclaim the “Niches are in the REESHES”. 

Sheesh!

Either way, you get the point. 

When you laser focus on your core customer and ideal buyer, you create the opportunity to deliver dynamic solutions that no one else can touch. 

That’s right, magic happens. 

Singing the right song to the right audience creates raving fans.

Side note: don’t you hate it when you go to a concert and your favorite band doesn’t play YOUR Favorite song? You drove hundreds of miles. Paid lots of money. UGH! 

Well, doesn’t your ideal customer deserve your top song and smash hit every time? 

So what does it truly mean to niche down?

In particular, Niche Down Til it Hurts. Hurts SO Good that is! 

For those of us with low pain tolerance, this can be extremely challenging. 

On other hand, for those of us with ADHD and suffer from Shiny Object Syndrome, Niche Down Til It Hurts keeps us on track. 

“Niche Down til it Hurts actually feels SO GOOD”. Especially when you see the powerful results. 

No pain, no gain! 

Well, let’s share a little journey together to explore how to niche down to UNLEASH those REESHES waiting for you.

It Hurts Saying “No”…Until It Feels So Good  

What do you mean I can’t be everything to everyone? 

Everyone likes me and loves my solutions, right? 

Well, when jumping into entrepreneurship rather on your first month or 360th month, maintaining a laser focus on your core strengths and ideal customers plays a critical role to your success. 

Especially when times are tough. It is extremely tempting to say YES to anyone willing to hand over a payment. 

Cash is King, right? 

Rejecting cash is extremely painful. 

Telling a customer “thank you but no thank you” hurts. 

“This is going to hurt me much more than hurting you”, comes to mind. 

However, taking on a bad customer that breaks your system hurts MORE than rejecting them. 

It also hurts telling an existing customer, one that is simply no longer in your wheelhouse, that you can no longer service them. 

The reality? They simply no longer fit your formula. 

Niche Down by Just Saying No

For example, a customer consistently paying you 90 days when you have 30 day terms is no longer acceptable. Especially those customers who live a lavish lifestyle and still pay you late all the time (You know exactly who I am referring to).

“Yeah, but they buy lots of product.” Yes, because you became their bank and credit line. 

Another example is when you go out of your way to service a customer. WAY out of your way. Literally or figuratively. 

Physically delivering products outside of your geographical reach or territory also hurts more than simply stepping away. 

“Yeah, but they buy lots of product too.” Yes, but when you account for delivery time, mileage and labor costs, those precious sales failed to cover the additional expenses. Throwing away money every time you make the delivery. 

How about when customers keep ordering items not on the menu? (not just at a restaurant, this occurs at any business)

“Our chefs and kitchen staff constantly complain that customers order outside of the menu which bogs down our system. However, we hate to upset the customer and say no.”

“The customer is always right, right?” Not always. 

Providing excellent customer service is certainly a healthy strategy and creates a strong competitive advantage.

Yet, consistently stepping outside of your menu to accommodate high maintenance customers bogs down your system. 

Plus, those who play by the rules and ordered off the menu suffer due to the time, energy and resources dedicated towards accommodating the nonconformists.  

This negatively impacts team morale and most importantly profits. 

Where do you draw the line?

Well, either you should consider adjusting the menu by listening intently to what your customers are requesting or stick closely to your profitable system and your current menu of options and services. 

Striving to be everything to everyone will lead you to becoming nothing to no one. 

Especially when you have rock solid solid systems in place. Stepping outside of your menu will lead you into treacherous waters. 

Being busy is not the same as productive and profitable. 

A customer who needs it “their way” when you are incapable of properly serving them breaks your system. 

Doing so will exhaust your precious time, energy, resources and severely damage profitability. 

The sad reality: when owning a business that struggles to earn a profit simply serves as an expensive hobby. Ouch! Now that hurts! 

Bottomline is the bottomline: 

My father always preached “Chase Profits, Not Sales.” 

Staying in your strike zone while exposing your superpowers to the market creates dynamic results. 

Therefore, “Niche Down Til it Hurts…So Good” so you can enjoy the Success and “Reeshes” that come with it! 

 

For Additional helpful information: Please check out 3 Strategies for Ensuring eCommerce Launch Success

 

A pop quiz for you.

What is every person’s favorite radio station on the planet?

Hmmmm….

That’s right, every person has a favorite radio station that they listen to ALL day and EVERY day. 

Give up? 

The answer = W-I-I-FM.  

Odds are you are familiar with WIIFM.

You know, the old “What’s In It For Me”. 

A thank you to my friend Steve Melito from FuzeHub for shedding light on this gem. 

As a consumer, when we enter a business, an online store or any other establishment of commerce that is looking to separate us from our hard earned money, we want to know, “What’s in it for ME”! 

Which is exactly what we should be thinking. 

Right? 

Therefore as consumers, we are thinking, “How can you help me”? 

For example, when we walk into a business, we are seeking solutions such as, can you feed me, cloth me, entertain me, or educate me?

On the business-to-business side of the world, we might ask questions such as can you save me money, make me money or make my business better? 

Bottom line: Please make my life better than before I walked into this business of yours. 

Even better, “WOW me” and my credit card can’t come out of my wallet fast enough. 

With all of the stress and challenges in life, don’t you deserve a stellar customer experience? 

Of course you do. 

Well, your customers expect and demand the same from you. 

So, let’s flip the script. 

When a customer walks into our place of business, rather a physical presence or online, let’s make it all about WIIFYS. 

What is WIIFYS? 

So glad you asked. 

WIIFYS = “What’s In It For Your Soulmate”

Related Article: Discover Your Soulmate: Yes, Those Ideal Buyers Are Waiting for You

Now maybe you pronounce WIIFYS either WI-FIES or otherwise WE-FEES.

Tomato, Tomahto. 

Either way, you get the point.  

So when you are prospecting your customers, your clients, your Soulmates, what are they thinking about all day, every day?

Themselves.

Unfortunately they do not care about us. At all. 

UNLESS…

We possess information, experience or a solution to their problem at that very moment. 

So with your approach to your online presence, you want to make it all about THEM. 

It’s all about your Soulmates (aka Your ideal customers).

So, when you contact a customer, think of the stress, the challenges, frustrations, or problems that they’re trying to solve at that moment.

Everything that they’re going through, on a daily basis, whether it’s business or personal.

They’re constantly putting fires out.

When you reach out and you contact them, all you’re thinking about is how can I generate a quality lead? How can I close a sale?

Let’s take a different approach and make it all about them.

That’s exactly what you want to communicate with your online presence. 

Let those Soulmates know that you have their back.

Whether it’s a LinkedIn profile, your Facebook page, website, your videos, or any other online asset, think about how can you make it all about them.

When you dedicate yourself, your business, your mission to WIIFYS = What Is In It for Your Soulmate, that is where magic happens. 

Provide a superior product. Answer a question. Wow them with an amazing and powerful experience. 

Commit to solving their problem. Efficiently. Effectively. Painlessly. Affordably.  

Make them look like the rock star and super hero that they deserve.  

Deliver ridiculously high value. 

Save their day. 

 

Thanks so much for stopping by to hang out with us. 

We deeply appreciate you! 

 

Looking for more…

“Out-Sacrifice Your Mate” Builds Rock Solid Relationships

 

 

 

 

 

 

 

 

Hunt Relationships! 

Interesting thought. 

Let’s explore. 

What is the key to becoming a successful entrepreneur or rock star salesperson? 

To be successful we all need strong sales. 

Therefore, we need to become the “closer of sales”. 

A (sales) force to reckon with. 

Well, I decided to dig deeper into the key to building a strong pipeline of sales growth. 

So I turned to a sales authority and expert. 

The response?

Two words. 

“Hunt Relationships”. 

Wait, what?!? 

That’s right! 

“Hunt Relationships”. 

This particular expert explained that by hunting relationships, you place yourself in position to become a trusted resource.

Furthermore, a reliable guide and confidant who helps customers accomplish their goals. 

John Buglino: The Hunter of Amazing Relationships 

So who actually delivered this slice of brilliance to “Hunt Relationships”?

My dear friend John Buglino.

John is a truly selfless leader, serving as Director of Marketing for Optessa.

Optessa is an awesome company that provides “optimized planning and scheduling solutions to manufacturers so they can work smarter.”

John is such an amazing guy. His title on LinkedIn is “Professional Dad and Marketer”. 

I had the honor of interview John on our weekly LinkedIn Live program where John declared, “Hunt Relationships”. 

The Go-giver. 

The connecter and problem solver. 

However, it doesn’t end there with John. 

John continues by dropping more golden nuggets. 

In addition to possessing amazing leadership skills, John also serves as a gifted team builder. 

When asked the secret to his success with team building and leadership, John’s response, “you don’t earn my trust. You GET my trust.”

How about that for concept?

John continues, “You also don’t have to earn my respect. You GET my respect. Something has to occur for a person to lose it. You don’t have to earn it. I’m going to give it to you right up front.” 

WOWZER! Is that a powerful statement or what?

As a relentless networker and incredible family man, John is all about trust, respect, nurturing relationships as well as delivering value. 

To learn more about the INCREDIBLE John Buglio, check out this video below: 

It’s the Season to Hunt Relationships

Instead of Hunting Sales, “Hunt Relationships” is such as powerful twist. 

So, how can you be the hunter and nurturer of relationships?

Let’s think about our own sales process. 

In the same vein, how about flipping the script? 

How often do you sit around saying…

  • “Gosh, I wish someone would either cold call, cold email, cold text, or message me on social”.
  • “Could someone please interrupt my day right now and try to sell me something? Especially a product or service that I have never heard of or that has no relevancy to me.”

With this in mind, lets all do ourselves a favor by taking a page out of John’s playbook to “Hunt Relationships”. 

Therefore, when contacting someone for the first time, enter their entrepreneurial journey or their story dedicated to help them move the needle.

Communicate that you have their back. That you fully understand their challenges and frustrations. 

Above all, that you have the solution to their problem. 

In conclusion, just remember that you are on a quest. 

It is “Relationship Season” and you are on the Hunt. 

Well done John Buglino. Deeply appreciate you Brother!