Be “Smart” About Your New Year’s Resolution

Tis the Season when many of us once again think of ways we will improve our businesses and ourselves; perhaps better known as the dreaded NEW YEAR’S RESOLUTION! How many times have we set out at the beginning of a new year to do something really good for ourselves only to miss the mark, fail to accomplish our resolution and give up? Here at Action Coach of Akron Canton we like to think of the New Year’s resolution as a misunderstood goal setting process. We also believe it’s an opportunity to achieve more, in some cases, than you can even imagine. It just needs to done the right way!

Despite their obvious value, our experience with goals have shown that some of us are good at setting goals and sticking to them, achieving great results and others can’t keep a New Year’s resolution to stop smoking for two days in a row.

Goal setting is as important in personal life as it is in business. The most common denominator in all the self-help literature and books is the importance of goal setting. We’re told to set long-term goals, short-term goals, lifetime goals and personal goals.

The benefits of Specific, Measurable, Achievable, Results orientated, Time-framed (S.M.A.R.T) goals have been written about in self-help books for years. So, it follows that goal setting is obviously a powerful process.

It is about, as Coach Dennis Kelley says “eating the elephant, one bite at a time” and of turning vision into achievable, actionable things. It’s the common denominator of successful individuals and businesses.

Failure to set goals can be seen as a fear of failure. That is, the blow to our integrity when we don’t reach our goals. When we make and keep commitments, such as setting and achieving goals, it reflects the amount of trust we have in ourselves. We increase our confidence in ourselves to make and keep commitments to others and ourselves. However, when we don’t achieve our goals we lose confidence in our ability to make and keep commitments and to trust ourselves.

There are many reasons why we don’t achieve our goals. Sometimes the goals we set are unrealistic. New Year’s resolutions are typical examples. Suddenly, we expect to change the way we eat, or the way we exercise just because the calendar changes. It’s like expecting a child that’s never ridden a bike to suddenly jump on and go, or to run a marathon without months of training. These goals are based on illusion with little regard to natural growth. You must be able to crawl before you walk.

So, how do we set and achieve goals? Stephen R. Covey says it best in his book “7 Habits of Highly Effective People”. “To begin with the end in mind means to start with a clear understanding of your destination. It means to know where you’re going so that you better understand where you are now and so that the steps you take are always in the right direction.”

Here’s an example of a S.M.A.R.T. goal that you might choose for 2008:

WHAT
My goal is to maintain a healthy body.

WHY
So that:
I can be fit to do the things I enjoy.
I can be an example to my children in health management.
I can build my personal character strength

HOW
Good Nutrition: I will increase my intake of fresh fruits and vegetables and decrease my intake of sugar, fats, salt and red meat.
Physically: I will exercise aerobically 3 times a week for 30-minute periods.
Focus: I will be aware of my body and look out for any health problems.

Focusing on the smaller, short-term goals and achieving success will give you the confidence to set other goals. So, remember, set your goals based on the S.M.A.R.T. principle to have the best chance of achieving your goals.

Make 2008 your year of setting sensible, achievable goals…That’s good New Year’s resolution!

Creating a Sales System

Recently coach Ralph Berge posted information about creating systems in your business. One of the systems to look at in your business is the sales system and how sales are created in your company. When you ask many of the greatest salespeople in history what their secret is many would answer – personality. But when asked how to quantify and teach personality to others, these super salespeople are often stumped. Teaching great sales involves a major re-education and a focus on systems that make sales simple.

Sales scripts not only increase the sales of top performers but also produce amazing results for the entire team. One rule of thumb, which can be used in selling and in life, is that what you can measure you can manage and grow! The ultimate test of a superior salesperson is how consistent their results are and how consistent the results are for the entire team. Using a sales script achieves this consistency and makes the training of new team members simple and effective.

By introducing a sales system like a script, you can then measure conversion on a daily basis and your sales will automatically increase – guaranteed. So, exactly what does a sales script look like, how do you write one and how is it used? Let’s look at this now.

A sales script is a documented, methodical, learnable, effective system of selling your goods and services. It is a written process on paper designed to give the salesperson control of the call (while the customer ‘feels’ in control) and create a desired result – the sale! It is written by your number one salesperson, in answer to the question – Exactly what do you say to a prospect to get them to buy your product? You may even choose to reward your top salesperson for doing this by offering them a great incentive such as a percentage of extra sales.

Let us briefly outline key parts of the Action sales script. Obviously, there are differences between sales scripts used on incoming and outgoing calls; however, I will just detail some of the universally used key Action selling lines taken directly from our sales scripts!

The opening: “Could I just outline the reason for my call?”
Permission: “Would if be okay if we go through the call that way?”
Rapport Building: “What’s your biggest challenge right now in that area?”
Below Waterline: “What's most important to you in…”
Paraphrase: “Based on what you just told me, it sounds like…”
Temperature Check: “How does that fit with what you had in mind?”
Secure the Sale: “Would it be okay if I give you the steps in getting that process under way?”
Conclude the Encounter: “Congratulations and bye for now.”

A script can be read, learned and must be practiced, used, measured and improved (if needed) to increase conversion rate of prospects to customers of all the team. Imagine taking the guess-work out of selling once and for all by using a system which makes your sales results less people dependant and more system dependant!

What Happened to the Team?

Recently, Coach, Bob Roberts and I met with a group of business owners and quickly the conversation turned to their teams. Specifically they voiced concern of the team’s lack of initiative, energy and passion. One owner said she couldn’t find good people anymore. Another noted his frustration in the team’s inability to “care about the business as he did”. Apparently that team didn’t understand how the business ran and lacked the owner’s level of passion. The frustrated owner could only find time to blame them for their short-comings. But, clearly the issues are much deeper…what about things like vision, mission and culture of the business? What about the systems that run your business? One of the owners queried: “Systems should run your business?”

Systems are your way of empowering your team to do large parts of your job just as if you were doing it personally. They can reduce your hours and stress by getting average people to do a great job…sound far-fetched? Well, it is easy once you know a couple of tricks…

“Tricks of the Trade” for Creating Systems

1. Work until it becomes simple
If the system is complex, then keep working! When you really understand something, and present it well, it will become simple. For example, written procedures can often be clarified by presenting them as checklists or tables.

2. Only write systems that make money (or reduce a big risk)
We are not the government and not in the business of creating manuals, so only create a system if it simplifies a task, improves quality, or speeds up a service. This will keep you focused. Forget your big company or corporate experience of many volumes that mainly gather dust. Rather, the trick is to start small and let it grow with time.

3. Make sure your systems are being used
As you create systems, build into them monitoring systems, so that at a glance you can see if they are being used. Changing the culture of your company takes time and there will be failures. Even when the culture has changed, it needs to be maintained; your monitoring systems will do this for you.

4. Make sure your team members know the positions they play
Unfortunately, it is normal for most team members to disagree on what needs to be done while at the same time believing everyone knows their job roles. Clear written and agreed upon roles will remove the need for 75% of systems. So start here.

By now you truly understand the best systems look very unimpressive… the genius is getting them to look that way.

The Action COACH of Akron Canton Official “Cheat-Sheet” of Popular Systems…
We don’t think of this as cheating, but market research. Please use it the best way you can. If you have questions on how to best implement systems or when to use them call us (330.877.9780)…
· Checklist - tear off pad
· Checklist - laminated cards
· Checklists –numbered in sequence
· Checklists – memorize with acronym
· Quick Contact lists
· Job or Quote Pads
· Position Contracts
· Standard letters
· Team ‘Code of Honor’
· Performance Standards
· Meeting minutes
· Procedure manual using photographs
· Procedure manual using videos
· Weekly or Job Budgets
· Wall Signs & Instruction labels
· Test & Measure Sheets
· Survey your competitors for ideas…

When you are running your business working a three-day week and your team is creating systems for you… you have created an efficient business that has real value and can run without you – Congratulations you have arrived!

You Are What You Think

One of the cornerstones of coaching here at ActionCOACH of Akron/Canton is the principle that the results we realize are a function of how we think coupled with what we do with that thinking - otherwise known as BE DO HAVE.

I was reading a post in Guy Kawasaki's blog about entrepreneurs and the struggle we have dealing with all of the negative comments and feedback about our business, our skills and so on.

In his post, Kawasaki linked to an article published in Scientific American by Carol Dweck concerning kids and their ability to learn. In essence she states that our ability to learn new things and grow past barriers in front of us is not a function of a fixed intelligence quotient. Instead our positive effort and mindset govern our ability to learn and grow.

In other words...You are what you think.

Let me know what you think by posting a comment below.

Business Dinosaurs...

The times they are a-changin'...

Entrepreneur Magazine has an online article called 10 Businesses Facing Extinction in 10 Years that brought back some real memories for me. It also got me to thinking about the challenge facing all business leaders - how to keep an eye on the changing, long term business environment while concurrently working on the business today.

A number of years ago I worked at Camelot Music, one of the pre-eminent music retailers in the country. We developed an incredibly successful business that operated at the pinnacle of the music industry; our operations, financial performance and - most importantly - people were considered the best in the business. As I look back on the company now I realize that our very success shielded us from the coming tidal wave of change that could be summed up in one word: Internet. We didn't believe that a brick and mortar company could be supplanted by a tool used primarily by university researchers (and evidently invented by Al Gore...) To use a cliche, we couldn't see the internet forest for the trees. The article I link to mentions another prominent music retailer whose fate was determined by the success of the online retailers and digitization of music and movies.

Think about some other businesses that have made significant changes due to a changing market and yet are still a leader in their industry. Companies like IBM come to mind (seriously, what is a "business machine"?) who have transitioned the bulk of their offering to consulting services rather than products. Or how about Apple? Instead of a computer manufacturer they are now more known for the iPod and the new iPhone.

As a business leader schedule time each week to reflect on the changing industry, the advancements in technology and the financial implications of staying where you are. The most successful businesses are those that know where they are going and seek to get there first.

Add a comment by clicking on the link below, or if you have something you'd like me to respond to directly, send me an email and I'll get right back to you.

Do You Plan to Succeed?

As I was discussing next year's goals with clients today the thought struck me that our usually-dormant "planning gene" reawakens this time of year and we suddenly hurry to put down on paper what we wish to accomplish in the new year.

For whatever reason many business owners suddenly feel very prophetic in December and know exactly what they will do for the next 12 months and commit their entire year's Plan to memory - or at least it seems that way since they never actually review their plan after about the 2nd week of January...

The problem with the scenario above is that the fit of inspiration you feel in December doesn't help you succeed in June - or July - or October. It makes you feel better in December but that's about it. You've created a Plan to fail when you only commit to the planning process once a year.

Instead, create an annual Plan in December but review it every 90 days and make course corrections as necessary. Certainly your competitors are going to make adjustments throughout the year, your customers' needs and wants are going to shift and your suppliers are going to change their products and services.

So smooth out your "Success Planning" by creating an Action Plan in December to provide you guidance for the year, and then review and adjust at the end of each quarter to account for conditions that have changed. You'll find that you are much more likely to score touchdowns with a consistent gameplan focused on getting first downs than if throw a "Hail Mary" whenever you need more points.

So, what do you want to accomplish in the first quarter of 2008...?

Ways to Work Through a Business Slowdown

Tis the season when your business is either swamped and you are running at full speed or you are coming into the winter season and your business goes through its natural slowdown. Maybe it's due to the weather or maybe because people are focused on the holidays, year end planning or maybe even because your market segment in the economy is in a slow down. What ever the reason, when running any kind of business it's inevitable that sometimes business will slow down.

As a small business owner you have a choice about how you react to it. It can be a time of high stress, worry and fear or you can view it as an opportunity. Many times our reaction is to stop a lot of things we have been doing and hunker down waiting for the business to come back. Instead let me offer 6 strategies you can use to work through a business slowdown.

1. Market more concertedly. This is a good time to get creative and launch another or a new marketing initiative. It is important to continue to promote your business and take advantage of the opportunities that exist. Just think, if your competitors are taking the 'hunker down' approach this could be your chance to pick up new customers and market share.

2. Invest in training or learning. Take a class, bring in a training program for your team or research the industry and trends. Become more valuable to your customers by improving your and your teams knowledge, skills or adding new products or services.

3. Follow up with existing customers. This is a perfect time to re-connect with your good customers and continue to build your relationship with them and their loyalty to you. Remind them you are there to help and get feedback on what they want/need. Maybe a special offer or discount during this time will build business and loyalty to your brand.

4. Plan for your business success. Take time and review your progress to date against your goals. Revise and update them as necessary and determine what changes you need to make to accomplish them. How will you deal with new projects or trends in the industry. Should you expand your business or add new offerings. Take time to do a complete analysis and talk to others in the company, industry or community.

5. Network. Use some of this time to get out and meet people. Start developing new relationships. Ask the question, "who do you know who _______." Fill in the blank with what you need for your business. Help them connect with resources you know that could use their services and you will be building strong relationships you can rely on into the future.

6. Chill out. It's important to take a little time and re-energize yourself physically and mentally. Don't let the worries of the slow down stress you to the point that you are unable to relax and then when the business picks up again you find yourself exhausted and not ready for it. Keep a positive belief that this is temporary and if you do the right things during this time the business is going to grow and you will succeed. Keeping the right mental attitude and beliefs is a powerful tool to get you through. Stay focused on promoting your business, improving your skills and developing relationships and you will emerge the winner.

These are a few ideas. Please post a comment and let me know of others you use and have worked for you. I'd love to add to the list. If you want some more ideas or suggestions send me an email at denniskelley@actioncoach.com and I'll be happy to share some more with you.

Another Perspective Post...

In an earlier post Dennis commented on "perspective" and how the view we take makes a dramatic difference in the decisions we make about our business, our life, our daily activities.

Here is some information you may have heard via the media recently:

- Unemployment grew to 4.7%.

- The economy's growth was downgraded 2.1% in the fourth quarter due to the credit crunch.

- The Dow Jones Industrial Average finished the week at 13, 371, a drop from its quarterly high of over 14, 000.

Here's that same information presented in a different way. I think you will get my drift about how our perspective changes our view when we look at the same data differently. Here we go...

- Employment figures for the U.S. changed slightly last month: Currently 95.3% of eligible workers are gainfully employed.

- The forecast for the national economy indicates that it will continue to grow at a 1.9% rate in the fourth quarter of 2007 with expectations that growth will continue at about a 2.3% rate in 2008.

- The stock market last week maintained its 8.5% annual growth for 2007 , with the Dow Jones average ending the week at 13, 371.

What is your perspective? Are you planning, preparing, seeking success or "waiting for the shoe to drop"?

Think about your perspective today - and change it if it is directed toward the negative.

Do You Love What You Do?

Recently I have had the opportunity to speak with different groups about the concept of finding your true passion in business. The idea that what you do is what you love to do. Knowing yourself, finding your true purpose in life, is the essence of true and real. You have to be, before you do, to have lasting inner peace. In other words, making a living is not the same as making a life. Find what makes your heart sing and create your own music.

Many people work all their lives and dislike what they do for a living. In fact, I was astounded to see a recent USA Today survey that said 53 percent of people in the American workplace are unhappy with their jobs. Loving what you do is one of the most important keys to living a “true and real” life.

You can’t fake passion. It is the fuel that drives any dream and makes you happy to be alive. However, the first step to loving what you do is to self-analyze, to simply know what you love. We all have unique talents and interests, and one of life’s greatest challenges is to match these talents with career opportunities that bring out the best in us. It’s not easy – and sometimes we can only find it through trial and error – but it’s worth the effort.

Ray Kroc, for example, found his passion when he founded McDonald’s at the age of 52. He never “worked” another day of his life.

John James Audubon was unsuccessful for most of his life. He was a terrible businessman. No matter how many times he changed locations, changed partners, or changed businesses, he still failed miserably. Not until he understood that he must change himself did he have any shot at success.

And what changes did Audubon make? He followed his passion. He had always loved the outdoors and was an excellent hunter. In addition, he was a good artist and, as a hobby, would draw local birds.

Once he stopped trying to be a businessman and started doing what he loved to do, his life turned around. He traveled the country observing and drawing birds, and his art ultimately was collected in a book titled Audubon’s Birds of America. The book earned him a place in history as the greatest wildlife artist ever. But more importantly, the work made him happy and provided the peace of mind he’d been seeking all his life.

Can you say the same about what you are doing today? Do you get out of bed every day looking forward to your job or to running your business? You may love the work you do but maybe struggle with some of the challenges you are presented with. Don't give up on what you love...find a way to get the support you need to find your sense of fulfillment. Of course, if you're not doing what you love then it is time for some self reflection and maybe a change.