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ISSUE October, 2004
I love October. The crispness in the air, the beautiful foliage colors, being able to put on a jacket to be warm, the level of social and business activity.
The business activity has picked up for me this past month and that seems to be true of almost all of the business owners I speak with.
That's a good thing, of course, but my question to you is: are your ready to handle the additional workload?
This month's focus is on Teamwork and Delegation because now may be the right time to add to your team or delegate to someone else who can effectively handle the job. We're going to talk about that on our October Lunchtime Telephone Roundtable on October 22nd (see below) so plan to join us if you can. And this month's feature article is called "Delegation and Teamwork: Keys to Business Growth".
Don't let your business take control - it's your business. Take charge of it through delegation and teamwork.
To your success,
Marian Banker
Publisher
Small Business Leader
mailto:marian@primestrategies.com
http://primestrategies.com
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FEATURE ARTICLE
Delegation and Teamwork: Keys to Business Growth
Regardless of the business you're in you're not going to be able to build a viable, thriving enterprise without the help of others. This is where some entrepreneurs get stuck. Many of us fall into the rut of trying to do it all ourselves even as the business grows. And that's where problems can begin.
Alfred Peet, founder and former CEO of Peet's Coffee & Tea, Inc., admits his biggest mistake was not being able to delegate. Quoted in an Inc article, http://www.inc.com/magazine/20010601/22709.html, he said, "I know exactly where I want to go, but I can't explain every thought, every idea I have for the future of this company. Many people left. I was burnt out, so I had to sell. Do you know what it's like when you've given so much, there's nothing left?" He sold Peet's Coffee in 1979 after 13 years in business.
Burn-out takes it's toll and the business feels the stress.
Don't let your business take over. I help my clients to take back control of their business and get it to support them - rather than them feeling like they support it.
That's a huge change in thinking.
In order for that to happen you have to be able to effectively delegate and build your team, both internally and externally
Smart companies are using a new business model where delegation and teamwork is what's gtetting the job done. Fortunately, the same principles apply regardless of the size of the business.
When business builds to a volume that you can't keep up, you'll want to find people with the skills to carry out the tasks that don't require your expertise. This may be done by hiring staff or contracting with outsiders. It may be done through alliances, joint ventures or connections. Regardless of the nature of the relationship, the key to success in your business will be finding those who can talk your language, clearly understand what you're trying to accomplish and are eager to be involved in the endeavor.
It's helpful to know about others who have been successful using delegation and team-building techniques. Little empires have been built using these strategies.
Fast Company profiles the Whole Foods Market in their article, Whole Foods is all Teams, http://www.fastcompany.com/magazine/02/team1.html. "Whole Foods Market, Inc. is the largest natural-foods grocer in the United States. It is also one of the business world's most radical experiments in democratic capitalism. Plenty of companies talk the talk of empowerment, autonomy, and teamwork. This company has spent 16 years turning those (often empty) slogans into a powerful - and highly profitable - business model."
They are totally serious with a soft side. Their core operating principles are: 1) All work is teamwork, 2) Anything worth doing is worth measuring, 3) Be your own toughest competitor. Their books are open to the employees and they function by democracy with discipline.
They are in growth mode with $500 million in revenue shooting for $1 billion by the end of the decade.
Clear two-way communication is the key to successful delegation. Ideally the delegatee sees himself as a team member. He knows and has bought into the vision and mission of the business. He understands his position on the team and the responsibility he bears for the success of the business.
Pat Croce writes in his Fortune Small Business article, "Here, Take the Wheel", http://www.fortune.com/fortune/smallbusiness/inspire/0,15704,681013,00.html, delegation is the key to business growth. He recommends a system consisting of four steps: evaluation, communication, conviction, and periodic reevaluation. His Triple A evaluation looks at attitude, assets, and ambition of any candidate. Read the story of how he built his physical therapy sports business through delegation, guidelines, communication and feedback. He sold his business to a major national health-care provider, NovaCare.
In his article, "Four Keys to Effective Delegating", http://www.lemberg.com/delegation.html,
Paul Lemberg describes leadership as getting things done through the medium of other people. His four keys to successful and effective delegation are as follows:
1) Give the job to someone who can get the job done.
2) Communicate your 'conditions of satisfaction.'
3) Work out a plan.
4) Establish a feedback loop.
Paul offers an online Delegation Worksheet, http://www.lemberg.com/tipsandtools.html,
that may help you think through the delegation process.
If you're feeling uneasy about the idea of trusting someone else to handle an important aspect of your business, you're not alone. In her article, "Who Can You Trust?", http://www.inc.com/magazine/20041001/managing.html, Alison Stein Wellner writes that "motives-based trust is what most people think about when they think about trust. It's based on the belief that another's intentions and values are closely aligned with your own and forms the basis for most personal relationships.
Wellner states "there are actually two kinds of trust: that based on motives and that based on competence. In a business setting, competence-based trust -- based on a belief in one's capabilities -- is far more important. Trust -- especially competence-based trust -- is a behavior, and any behavior can be learned."
Motives can be harder to assess, so he recommends leaving yourself an easy out if someone's motives don't live up to par.
With the challenges of running a business, often with less staff than you really need, you may not have the luxury of a formal training or communication system. As a second best option, Joanna Brandi, Customer Care Coach, suggests using Teachable Moments, http://SuccessNet.org/articles/brandi-teachable.htm. This includes asking team members to recall their own positive experiences as customers, giving praise when team members are observed doing things right, using customer complaints as clues to where gaps in service may lie and giving people a break when exhibiting extreme stress.
More and more people are realizing that building a successful business means creating a winning workplace. A new not-for-profit organization, Winning Workplaces, was created in 2002 to help spread the word. Their building blocks are: trust, respect and fairness; open communications; rewards and recognition; learning and development; teamwork and involvement; and work/life balance, http://www.winningworkplaces.org/buildingblocks/index.php.
These cameos are meant to give you a few ideas and get you thinking about how you might apply them to your own situation.
It's been shown over and over again that happy team members see a purpose in their work and feel a deep connection to their workplace. This is key to your ability to grow and thrive.
We've only touched on what's involved in delegation and team building. Hopefully I have raised your awareness about the role they play in growing your business.
Are you ready to build your team?
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TIP:
To help both you and your team members stay on target it's a good idea to have a responsibility sheet for each person. If there are deadlines involved make sure these are clear and in writing. In addition, every time you delegate something new, record the task, the employee, and the deadline on your calendar. Instill accountability and then follow up.
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NYC Small Business Awards
For those of you who fit the profile, this is a great opportunity to get some visibility and credibility.
DEADLINE EXTENDED!
Apply now through November 15, 2004!
Win awards of up to $30,000 by participating in the first-ever New York City Small Business Awards. Brought to you by the Mayor's Commission on Women's Issues and the Department of Small Business Services, the awards were developed to recognize model businesses, which have demonstrated business success, entrepreneurship, and a commitment to benefit women in New York City.
Learn more about this exciting opportunity at www.nyc.gov/women.
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BRAIN EXCHANGE BUZZ:
Find out what New York regional small business leaders are buzzing about. Join the next Brain Exchange Roundtable, http://primestrategies.com/bxrt, on Tuesday, October 26, 6:00 to 8:30 p.m. You'll really get to know other entrepreneurs and be in a position to introduce yourself in a comfortable and informal business environment. This is where valuable connections are being made.
"The Brain Exchange Roundtable is an excellent place to take your business ideas and challenges. I highly recommend the format. Creating and sustaining relationships is key in all networking and I believe The Brain Exchange Roundtable offers the best professional relationship building event to date."
Jonna Knudsen, Coach
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TIP
From Maya Sunpongco of DesignInsomnia.com (San Diego, CA) from her slice on marketing originally posted on http://www.Slice-A-Day.com
Service is a big pet peeve of mine... probably because I've done it all - telemarketing, sales assistant, administrative assistant, software support... at one time in my career. What do these type of positions have in common? Constant contact in front or on the phone with customers.
The biggest annoyances in dealing with customer service:
1. They don't offer a solution.
2. They don't think of alternatives to make your life easier.
3. They don't know how to help you.
4. They don't follow-through with what they promised to do.
5. They don't plan ahead.
6. They make you do all the work and running around.
The best thing a company can do is train from the bottom up. The secretaries, customer service agents and administrative assistants should know your marketing message, promote the company's culture and, most of all, know how to deliver knock-your-socks-off customer service. The best case scenario is that you will have more satisfied customers telling others about their great experience. The worst case scenario is that people will absolutely complain and not recommend your services to their friends, family, coworkers and acquaintances (just look at the popularity of such sites as epinions.com or planetfeedback.com)
Exercise:
1. Write down all the bad (business/personal) shopping experiences you've had
2. Next to each bad experience write down all the ways your business can promote a good experience. Jot down each step in creating the perfect experience for your customer.
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Business Reconnaissance Program
Business Intelligence (You) + Specialized Leadership (Us) = Winning the Business War (Goal)
Program details at http://primestrategies.com/brp
BUSINESS RECONNAISSANCE TELEFORUM
"The #1 Reason Your Business Isn't Growing: Psst - It's Not About Money"
Hosts: Marian Banker and Lena L. West, creators of the Business Reconnaissance Program
Get ready to take your business to the next level! This teleforum is specifically designed to help you understand what may be holding you back and what you can do about it. After the teleforum, registered participants will be eligible to receive a complimentary, one-on-one, half-hour consultation that will address issues specific to their business.
Wednesday, October 27, 2004, 3 to 4 pm, EDT
There is no charge for this Teleforum.
To register and receive the call-in number, send an e-mail to brp102704@aweber.com.
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October Lunchtime Telephone Roundtable
Moderator and Discussion Leader: Marian Banker, MBA, Business Leadership Coach
Topic: "How to Build a Winning Team"
Date: Thursday, October 21, 2004, 1 to 2 p.m. EDT
Guest Expert: Suzanne Roach, is the Founder and President of SLR Consulting Resource, www.slrconsultingresource.com, based out of Lakeland, Florida. SLR Consulting Resource is a Management Consulting and Business Coaching Firm designed to increase profitability, productivity, and morale through programs that specifically address client needs.
In this Roundtable Suzanne will share her perspective on how to build a winning team that will help you carry out your mission and realize your vision. Here's what will be covered.
1. Four essential elements that make a team successful.
2. Characteristics of a good team
3. Seven tips for handling and avoiding conflicts
4. The role of internal support systems and how to assure you have what you need.
This will be another fast-paced interactive Roundtable session with a dedicated expert. Plan to join us.
There is NO CHARGE for this Roundtable.
To register and receive the call-in number, send an e-mail to
roundtable102104@primestrategies.com. Within minutes you will receive the call-in number and instructions by-email from our autoresponder.
Here¹s what's been said about our popular Roundtable.
"The Guest Expert was to the point, easy to follow and used good verbal clues. I've already rethought our Benefit Statement."
"Michael Robertson, Institutional Furnishings, Inc."
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QUOTE:
"Taking responsibility is not just the right thing to do, it's a practical and effective thing to do. When you explain away your actions and make excuses, you weaken yourself--in your own estimation and in the eyes of others. People don't expect you to be perfect; they DO want you to be responsible.
Resolve to be responsible. Don't complain or explain. Instead, take responsibility. Be accountable, and you'll stand head and shoulders above the masses."
From "Be Responsible", by Michael Angier, September 12th issue of SuccessNet Strategies, http://SuccessNet.org
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ARTICLES:
CASH FLOW RULES
Even if you think you know about cash flow and how to manage it, Philip Campbell's 10 rules will remind you of the importance of this critical element in your business.
http://www.ideamarketers.com/library/article.cfm?articleid=30650
MOTIVATE YOUR TEAM
Awards and recognition can motivate when done appropriately. You can use top performers as role models but read these tips gleaned from speaker and trainer, Georganne Bender, on how to make sure the team is given credit as well.
http://www.sellingpower.com/html_newsletter/motivation/article2.asp
ABOUT THE PUBLISHER:
Marian Banker has been publishing Small Business Leader since January, 1999. Her focus is on bringing to the busy entrepreneur a quick look into the current world of small business from the perspective she's gained through coaching, consulting and training entrepreneurs in both service and product based businesses.
Marian offers individual coaching, business support groups, seminars and workshops on topics of critical interest to small business owners. Her monthly Lunchtime Telephone Roundtable has proven to be a popular way for business owners to come together around a specific business topic without leaving their office. See notice about this month's topic in the content above.
To learn more about her services, visit http://primestrategies.com.
FEEDBACK:
Your feedback is always appreciated. Please write to marian@primestrategies.com.
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COPYRIGHT 2004 SMALL BUSINESS LEADER
A publication of Prime Strategies, 333 East 23rd St., New York, NY 10010
http://primestrategies.com
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