Using Communications To Leverage & Grow Your Small

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Using Communications To Leverage & Grow Your Small

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Internal Communication

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Internal Communication

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Internal Communication

Communication within your business is called internal communication. It includes both formal and informal communication between employees of the organization. Effective internal communications help increase productivity, profits, safety, and job satisfaction. In the presentation below I will go into detail the three types of internal communication.

A Typical Business Plan Format

A business plan is created to explain and illustrate the vision you have for your business, and to persuade others to help you achieve that vision. To accomplish this,

• Your plan will need to demonstrate, on paper, that you have a firm visualization of what your business is going to be.
• It needs to convince others that your business concept can be successful
• The plan must possess the expertise-alone or collectively-to assure that it will be both successful and profitable.

The following presentation will help you organize and format your business plan.

Three Strikes - You're Out

Every small business owner eventually faces the unpleasant task of taking disciplinary action against an employee. When faced with this challenge as a new small business owner, it is important to know the appropriate measures you may take.

Make Expectations Known
Make it clear to employees what your company's rules are and what negative actions can warrant discipline against them. If employees understand your expectations and rules, they will be more likely to follow them and uphold your standards.

Be Fair and Objective
Treat employees equally and be sure that you give at least one verbal warning, prior to taking action for discipline. If you think an employee is acting inappropriately, do your research and be sure before you approach them with the problem. Once a warning is given, allow the employee to explain their actions. It is important to hear all sides of the story.

Cover your Butt
If you determine that disciplinary action is necessary,carefully document each step you take and what is expected of the employee, to remedy the situation. Behave professionally and do not attack on a personal level. In keeping with this, make sure that confidentiality is maintained. It pays to gain a level of trust and understanding with your staff.

Writing An Effective Business Plan

A Business Plan is a formal plan prepared to serve as a tool for attracting the other components of the business formation package, including people and money. A well-developed plan can provide small business owners with a much greater chance of success and reduce your chance of failing.

Tips For Writing an Effective Business Plan

• Be Honest, not only by avoiding lies, but also by revealing what you actually feel about the aspects of the plan.
• Use third person, not the first person ("I" or "we"). This forces you to think clearly from the other person's perspective
• Use transitional words, such as but, still, and therefore, and active, dynamic verbs as a means of leading the reader from one thought to another.
• Use short, simple words, so the plan will be easy to understand and follow
• Use visuals, such as tables, charts, photos, and computer graphics to present your ideas effectively.

Remember, that your plan should be reviewed by people outside your firm, such as business consultants, attorneys and other business people, before it is sent to potential investors or lenders (Byrd & Megginson, 2009).

Turning Customer Service Inside Out!

Here are five tips for your organization to help strengthen its internal customer service orientation:

1. Employees should never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you.
2. Employees should never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other.
3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsites, or creative gatherings, as well as day-to-day niceties.
4. Utilize post mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews what went right...or wrong. By doing do after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples' minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.
5. Consider letting your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you.

By following these steps and improving internal customer service, you will enhanced the customer service your external customers receive, which is something every customer and employee can appreciate!

Electronic Communication in the Modern World

Electronic communications have revolutionized communications in today's business world.  With the ease and efficiency of the Internet in today's modern world you will most likely need to have an operational website to compete with the competition to serve your customers at the "click of a button".  You will be communicating with your customers, suppliers and employees with electronic communications.  

It is now commonplace for people in company's to use e-mail to communicate rather than by telephone.  You will need to define policy within your business on how you will manage and review the use of electronic communications to satisfy your employees, suppliers, customer and legal requirements.  Here are some tips for your small business when mandating an electronic communication policy:

• Establish privacy clause that will ensure the safety of both information about your customers and employees.

• Make sure your employees know the legal rights when using company computers.

• Define what types of communication are suitable within your business.

• Establish a policy that prohibits certain items that your employees may not partake in on company computers.

• Monitor the use of all electronic communications for abuse and legality.

With these tips in hand you will be able to establish the groundwork for electronic communication of your business.  Keep in mind that the ever-changing technology in today's modern would will require you to evolve the policies over time.

How to Create a Buzz About Your Small Business

When you’re launching a new marketing campaign for a product or service, one of the most important factors is to get your name out there and get people talking about your business. In order to accomplish this, you have to abandon generic marketing ideas and employ a buzzworthy strategy to increase your business’ visibility. After aligning your company goals and your message with your marketing strategy, you can begin to create buzz about your product or service by using the following three guidelines.

• Make your business stand out - it sounds simple in theory, but it is the most important part of grabbing customers’ attention (ie, creative ads)
  

• Tap into areas related to your product/service - an example would be participating in an electronics forum or running a banner on an electronics site if your business offered electronic products

• Get your product to consumers so they can experience it - create an opportunity for consumers to get an up-close look at your product/service or allow them to sample/test it

Using these strategies should help you to create a buzz about your small business. Remember that using new and creative ideas is always a key to increasing your small business’ exposure and getting consumers buzzing about your business!

Training for Success

Once your small business is up and running and you have hired employees, you will need to implement an employee training plan. The best approach is one of continuous development. It is good to deliver small pieces of information on a frequent basis. Some business owners may hold weekly training sessions, others may be monthly, while others may be quarterly. Whichever approach you decide to take, here are some tips for making your training seminars a success.

• Use various training methods: it is nice to change the way new information is delivered to cater to different learning styles and keep things interesting

• Try not to overwhelm your trainees with new information: keep the sessions manageable and low stress by focusing on just one or two topics

• Use a constructive approach: clearly state any problems without pointing fingers and clearly state the solution

• Be creative with the topics: you could hire an instructor to teach time management techniques, or enroll employees in an online training course to learn the new software you hope to implement

• Be patient and understanding: try to envision where your employees are and what they are capable of

• Don’t expect immediate results: it takes time to pick up new skills and repetition is key

These pointers should help you when thinking about ways to make your training seminars a success, and ultimately make your small business more successful.

A Successful Mission Statement

A business's mission statement defines the present business scope and broadly describes the organization's present capibilities, focus, and activities. It is concerned with broad concepts such as the firm's image, with the basic services the firms plans to perform, and with the long-term financial success. Once set missions are rarely revised.

Result-Oriented Objectives

A clear definition of your mission enables you to design results-oriented objectives and strategies. They include:

• Finance Objectives
• Marketing Objectives
• Production Objectives
• Management Objectives
• Human Resource Management Objectives
• Legal Objectives

A good mission statement defines exactly the identity of your business and allows all of your planning to flow from it. It is important to have a mission statement and major objectives that will interrelate and provide guidance for a cohesive and meaningful organizational structure (Byrd & Megginson, 2009).

How to Deal With Customer Complaints for the Small Business Owner

Most Customers want to be heard when they have a complaint and the best way of dealing with this situation is to learn from what the customer has to say.

L.E.A.R.N. is an acronym, with 5 easy steps to follow:

LISTEN - Listen carefully to your customer. Don't interrupt or tell the customer to calm down, this will only ignite the anger.

EMPATHIZE - Feel the pain of the customer, and tell her that you can understand how they feel.

APOLOGIZE - Apologize to the customer, even if you feel that you have no part in the problem. Do not blame the customer, but there is no need to take the blame yourself!

REACT - Decide what you will do to resolve the problem, and tell this to the customer.
NOW! - Do not delay. Take immediate action! The longer you wait, the harder it is to produce outstanding customer service. - WILLIAM H. DAVIDOW
(http://www.customerservicepoint.com/handle-customer-complaints.html)

If these steps are followed correctly, you and the customer can go on with a happy and productive business relationship as well as now having a customer who knows you care about their problems and not just their money!

Listening: The Key to Successful Communication

As an owner of a small business you will be communicating on a daily basis with both your employees and the customers who will be purchasing your products of service.  Communication is a vital aspect of running a successful business.  Many people in management positions struggle with communication because of poor listening skills.  Your mind will always be cluttered with thoughts and concerns about your business, but the most important thing when having a conversation you will need to stay focused on the conversation and only the conversation.  

    Tips on Improving Listening Skills

• Do maintain eye contact
• Do imitate the body language of the speaker
• Do lean forward and show interest
• Don't multi-task when listening 
• Don't interrupt

Another tip is to use reflective listening when communicating.  This form of listening summarizes what the person has shared and asks for a response.  It reassures the person that you are in fact not only listening, but you are also paying attention to the content that is being told.  With these strategies in hand your communication skills will drastically improve along with your business in the end.

Principles for Motivating Your Employees

One of the best ways to improve your small business is through motivating your employees successfully. No business can rise to the top without strong and motivated employees. You can do this by using incentives to improve employee morale and employee performance. In the following list I provide basic principles for motivating your employees.

• Motivate employees by being enthusiastic and optimistic - these characteristics are contagious

• Interact with your employees often - understanding their needs and concerns goes a long way

• Appreciate a job well done - employees will remember this and strive to continue their performance

• Provide pay incentives occasionally - employees will strive for excellence when compensated accordingly

• Align employee goals with organizational goals - this provides a road map for employees to improve

All of these tips for motivating employees are a step in the right direction for increasing your employees’ performance. Remember that employee motivation begins with you creating opportunities for them to be motivated.

Creating Your Company's Correspondence Guidelines

As a new small business owner, it is important to set guidelines for your company's correspondence. The following presentation will help you get started with creating standards for your memos and letters.

Creating Your Companys Correspondence Guidelines

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Handling Employee Complaints

Because employee complaints will inevitably occur, you should encourage you employees to inform you when they think something is wrong and needs to be corrected. An effective procedure provides:

• Assurance to employees that expressing their complaints will not jeopardize their employment
• A simple procedure for presenting their complaints
• Minimum of red tape and time in processing complaints and determining solutions

Resolving the Compliant

When employee complaints go unresolved they tend to lead to more problems. As a small business owner you should listen patiently and deal with them promptly. As a Small business owner, you must follow the necessary steps to resolve the complaint promptly.

• Analyze the complaint carefully
• Gather pertinent facts
• Make a decision
• Inform the Employee of it
• Follow up to determine whether the cause of the problem has been corrected

Remember when dealing with Employee Complaints always keep detailed, written records of all complaints (and disciplinary actions) as well as how they were resolved.

Writing Proposals: Getting a Leg Up on the Competition

Proposals are a key element of communication in the everyday business world. As a new business owner a proposal is used for internal purposes to make changes within your organization, or external purposes such as a sales proposal. I will go into more detail on the latter, giving you keys for success when convincing potential customers to purchase your services or product.


First you have to decide who the audience is that will receive the proposal. Often times there will be multiple readers of the proposal because they often require more than one level of approval within a company.


Second you will need a clear purpose in your writing. Some questions that you need to answer before you start.

• What is your plan?
  
• What does your plan address?
• What action will take place?
• What will the cost be?

Third make sure the proposal is organized. A proposal contains three main parts like most other writings.

• Introduction- This is where you state the purpose of your proposal and what the cost will be for your services or product.

• Body- This is where you go into detail explaining what will be done and how it will be done. What are you selling to the potential customer?

• Conclusion- This is where you show how your services or product exceed what your competitors are offering. Always conclude with an expression of gratitude that your proposal is being considered by the potential customer.

If you employ these strategies when you write a proposal your small business can get a leg up on the competition.

Leading the Pack: Holding Successful Staff Meetings in a Small Business Setting


As a new small business owner, you will most likely be holding regularly scheduled staff meetings to update your employees with the latest information, procedures, and training. I have personally attended monthly staff meetings for the last two years, and can testify to the importance of keeping your employees in the loop.

If you are new to this as a small business owner, I have included some of the do’s and don’ts of holding a staff meeting to help you get started.

DO come prepared. Have an agenda ready, and distribute it to necessary parties prior to the meeting.

DO act human and get personal with employees. This will set the stage for them to open up to you and make them more comfortable.

DO be direct and to the point. Make sure your staff will understand the action you want them to take, or the reason you are providing them with information.

DO let others speak during the meeting. This will give each department or person a chance to be heard and understood.

DO assign someone to take meeting minutes. It is important to document what is discussed at each staff meeting.

DON’T be condescending or single employees out for negative behavior. If you have an issue with someone, address it with them in a private setting.

DON’T beat around the bush. If you have to deliver a negative message, be professional and direct.

DON’T get off topic for long. This will cause your employees to feel less interested in the important information you are conveying.

As you can see, there are more do’s that don’ts. Just try to relax and speak from the heart. People read sincerity and will take you more seriously.

How to Establish an Online Presence for Your Small Business

In the modern small business world, it is important to use the internet to your company’s advantage. In addition, an effective online presence can be what your company needs to catapult itself past the competition. I have personally seen the positive effect an online presence can have for a small business. Some of the advantages of using the Internet are increased visibility(72.5% of population use the internet), increased interactivity with customers, and increased information provided to the customer.

The Three Elements of Forming an Online Presence

There are three elements to forming an online presence for your small business.

• Make a website for your business - This doesn’t have to be fancy but it does have to show product offerings, describe what you can do for the customer, and provide further contact information.

• Use search engine marketing(SEM) - Include key informational phrases on your website that customers would search for and submit your page(s) to search engines.

• Create an online newsletter - Send a short, concise newsletter(weekly, monthly, etc.) that shows latest offerings and company news and is sent to customers’ email addresses.

By forming an online presence for your small business you are positioning your company to access more potential customers and maintain current customers.

Customer Service: "Keep the Contacts"

For every Small Business Owner's customer service part of the business, keeping the contacts is just as important as getting their business in the first place. Returning customers, and happy customers, are what help small business owners survive in this world of business. There are a few simple steps that each and every small business owner should follow in order to "Keep the Contacts." Just remember, one happy customer will bring your company unlimited amounts of new clientell, as well as market and advertise for the small business, by word of mouth, free of charge!

• A simple phone call after the services provided goes a long way with customers and shows that your company is not just there to make the quick buck. It shows that your company truly does care about the customer as an individual and that you back your work.
• Another way to keep in contact with previous customers is to send SHORT SURVEYS asking how the services provided was and if there is anything they would change or offer your company suggestions for future endevours.

For Small Business Owners Customer Service Excellence is a Beneficial Must

To any new small business owner understanding that having a great relationship with your customers is as important as any aspect of your business. When a customer feels that a company truly does care about them as a customer and not just another dollar it gives them a sense of trust and peace with your company.


Without these customers being truly happy and satisfied they will not return and in turn there will be no business to be a small business owner of. This is why customer service is suc an important factor for any small business owner.


Two key concepts of customer service that will boost any small business owners business are:

• TREAT CUSTOMERS WITH RESPECT- THEY WILL SPEND MORE WITH THE COMPANY OVER THE LONG RUN AND LESS LIKELY TO LEAVE TO A COMPETITOR.


• 24 HOUR CUSTOMER ANSWERING SERVICE- CUSTOMERS WILL FEEL LIKE THEY HAVE A CONTINUOUS CUSTOMER SERVICE CONTACT AVAILABLE AT All TIMES OF THE DAY AND NIGHT WHICH IN TURN MAKES THEM A SENSE OF PEACE

Its on Interesting time to be a Small Business Owner

Owning and operating a small business can be exciting, challenging and rewarding. It’s one of the best ways to fulfill the “American Dream.” There are many reasons why so many individuals are interested in owning a small business,

• The number of Small Business is growing rapidly
• Small firms generate most new private employment
• The public favors small business
• There is a growing trend toward self-employment
• Entrepreneurship is attractive to people of all ages

Rapid Growth in the Small Business Sector

The Small Business sector is one of the greatest economic powers in the world, accounting for trillions of dollars’ worth of commerce annually. There are about 23 million small businesses in the United States. They create over 70 percent of the new jobs and employ 50 percent of the country’s private workforce.

Trend toward Self-Employment

The growth rate for self-employment is greater than the growth rate of the general workforce. Small businesses have been growing rapidly since the mid-1980s as investors became more willing to assume the risk of starting or revitalizing small businesses. Many are executives from large corporations who were eager to put their skills to work reviving smaller companies in aging industries. A recent national poll found that over 50 percent of us want to be are own boss.

Entrepreneurship has No Age Limit

From the very young to the very old, people are starting new businesses at a rapid rate

Remember when you start a small business, you cannot just “turn it on and off” like a light switch: that is, you cannot take time off whenever you want. If your business is to succeed, you cannot shut down when things are bad are not going well.

The Importance of Marketing Tools for the Small Business

Marketing is a business tool that is very important in the success of any business. The difference between a thriving business and one that is going out of business is often a clever marketing strategy. In this post, I will cover marketing tools for the small business.

Out of all the small business owners that I personally know, the most neglected part of their business is usually advertising/marketing. They often rely on word of mouth and prefer to focus only on providing their service/good. It should also be noted that many small businesses decrease marketing efforts before anything else in tough economic times like we are currently experiencing. This can only hurt the business rather than help it. Avoid falling into that trap by using the following marketing processes.

• Take care of existing customers by staying in contact with them, listen to their concerns, and respond to their changing needs

• Use e-mail to access more potential customers, which is cheaper than using outlets such as direct mail

• Focus on improving the company website to gain more exposure in an increasingly technological world

• Find a target market and focus on reaching that market effectively

• Use promotions to increase sales and add to your customer base

Of course, the list of marketing practices a small business could employ expands much longer than this list. However, this list provides five key elements to an effective marketing approach. The important thing to remember for a small business is to understand your customer and tailor your marketing approach to fill their need(s).

Selecting Employees for the Small Business: Recruitment and Interviews

In today’s small business market, selecting the right employee is just as important as finding a niche for your business. It is crucial that the people who are running the show behind the scenes are well chosen, professional, and a good fit for your company.

The first step you should take as a new small business owner is to determine the type of employee you desire. Create postings on job search engines, in newspapers, and get the word out that you are hiring. When prospective employees start sending their resumes, you will need to know what to look for in a good resume.

Resumes should be a short sales letter of sorts, highlighting a person’s experience, education, and goals. The resume should be concise and well written, with a professional and consistent format.

Key Items to Look for in a Well Written Resume:

• Heading with information to contact the prospective employee
• Objectives or goals that are realistic for the job
• Qualifications that align with your needs
• Education that is adequate for the job requirements
• Employment experience that is relevant to the position
• Other related skills or honors
• References or a portfolio upon request

Once you have found a few qualified applicants, contact them for an interview. Before conducting the interview, be prepared to ask questions based on the information in the applicant’s resume and determine how they would fit within your organization. Prepare to answer specific questions about how your small business operates and how it treats its employees. It is helpful to put yourself in a prospective employee’s position and think, “What would I need to know about a business before I agreed to work for them?”

The recruitment and hiring process is often shorthanded in the small business world. It is important that you, as a small business owner are well informed. Small businesses are competing with large corporations for the employee supply. You must be aware of the practices they use in order to garner a top notch employee.

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