Managing the three clocks of small business

“Time Is On My Side,” is the title of one of the classic rock ’n’ roll songs performed by Mick Jaggerand the legendary English band, The Rolling Stones.

This bold statement works in a song, but for small businesses … not so much. The reason is because of the complicated dynamic between time and our most precious asset, cash.

In the marketplace, there are actually three different clocks at work that every business uses: one for operating expenses, one for sales and one for cash. Let’s take a look at how these three clocks impact your small business.

Operating Expense Clock
Every month like clockwork, regardless of sales volume, cash collections or profitability, payroll must be met, rent must be paid, taxes must be remitted, plus phone, utilities, insurance bills, etc., must also be paid. The Operating Expense Clock is hardwired to Greenwich, England for accuracy within a nanosecond per millennium, and nothing stops it short of a global, thermonuclear holocaust coinciding with a direct hit from Haley’s comet.

The only way to influence this clock is through operating efficiencies – you won’t be billed for what you don’t buy.

Sales Clock
This clock is powered by the customer relationships you’ve created so sales result each month. You project when each sale will occur by qualifying prospects and attributing a clock to each potential transaction so that you can budget future sales volume and meet your cash requirements.

How the Sales Clock operates is completely logical and intuitive, but it only works in your favor when the purchase requirements of customers have been met.

Cash Clock
What is not logical or intuitive is the Cash Clock and its relationship with the other two. Think of it like this: Cash is to sales as snow is to cold: You can have cold without snow, but you can’t have snow without cold. You can have sales without cash receipts, but you can’t have cash receipts without sales. And expenses are like weather – you get some every day.

But what hits small business owners hard is that for every glitch in the mainspring of the Sales Clock, there are 1,000 potential sprocket failures that slow or stop the Cash Clock. Consequently, the Cash Clock requires constant maintenance.

Murphy’s Law lives inside the Cash and Sales Clocks, but the Operating Expense Clock is immune to this insidious law and rocks on just like The Rolling Stones.

Small business success requires understanding the three clocks of the marketplace.

Some thoughts on lifelong learning

The life of a small business owner is hectic, to say the least. Multi-tasking is the norm. So much of our day is spent reacting to the crisis of the moment, conducting the business of the day, and initiating our plans for the future. And once we acquire a level of competence in this life we’ve chosen, it’s natural to want to relax, settle in, and seek the ease that can come with familiarity and repetition.

But the marketplace isn’t a comfortable, lumbering vessel anymore, rolling along like a single screw trawler. It’s become more like a vibrant starship capable of warp speed. Indeed, it takes a much more knowledgeable person to successfully operate a business in today’s marketplace than it did even 10 years ago.

The great American revolutionary and legendary wordsmith, Thomas Paine, said, “I have seldompassed five minutes of my life, however circumstanced, in which I did not acquire some knowledge.” This from a corset maker who dropped out of school at 13.

You can’t anticipate everything, so react when you must. The business of the day, obviously, must be attended to. And what will you have tomorrow if you don’t plan for it?

But however circumstanced, before you succumb to the human tendency to rest on your laurels, make it part of your daily tasks to acquire some knowledge.

Make it your daily intention to learn something new that might help you react more effectively, operate more profitably, and plan more intelligently.

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My website www.SmallBusinessAdvocate.com was created for small business owners just like you. With daily articles and interviews with my Brain Trust members you are sure to find effective ways to help your small business grow.

Use the power of storytelling to grow your business

Cogito ergo sum. French philosopher Rene Descartes proposed this idea in 1637, which translates to “I think, therefore I am.” Certainly the power of abstract thought is what separates humans from other animals.

Anthropologists now believe Homo sapiens succeeded, unlike other members of the genus Homo, Neanderthals and Cro-Magnon for example, because our brains had a greater capacity for speech and language. Today Descartes might have modified his philosophy to “I think and speak, therefore I am.”

In “Wealth of Nations,” Adam Smith proposed the written word as one of the three great human inventions. But long before humans were writing we were telling stories. And these stories – told, memorized and retold over millennia – became the headwaters of human development. We humans love to tell stories almost as much as we love to listen to them.

Another thing that’s older than writing is the marketplace. Long before Madison Avenue ad copy, merchants were verbalizing the value and benefits of their wares. Surely early business storytelling was the origin of modern selling skills.

In 1965, Intel’s co-founder Gordon Moore made an observation that became Moore’s Law: “Computer processing power doubles every two years.” But in his 1982 watershed book “Megatrends,” futurist John Naisbitt posed this paradoxical prophecy: “The more high tech we create, the more high touch we will want.”

So what does all of this mean? It means that in a time of rapidly compounding technology generations, the most successful businesses will consistently deliver high touch to customers with one of our oldest traits – the telling of a story. Here is Blasingame’s Three Cs of Business Storytelling:

Connect – Use stories to connect with prospects and convert them into customers.

Convey – Use stories to convey your expertise, relevance, humanity and values.

Create – Use stories to create customer memories that compel them to come back.

Storytelling is humanity in words. And since small businesses are the face and voice of humanity in the marketplace, we have a great advantage in the Age of the Customer. No market sector can execute the Three Cs of Business Storytelling to evoke powerful human feelings more than small businesses.

And regardless of how they’re delivered, stories don’t have to be long. I just told you five different ones in the first half of this article.

The Holy Grail of storytelling is when someone else tells your business’s story to others.

It’s The Age of the Customer—the rules have changed

For 10,000 years, customers refined their search for products and services down to a couple of semi-finalist sellers based almost entirely on the classic competitive value proposition: price, product, availability, service, etc. I’ve termed this period the Age of the Seller.

That was a nice trip down memory lane, wasn’t it?

The new, prime differentiator today is no longer the competitive model, but rather a customer’s appraisal of how relevant a seller is to them, often before they even know if a seller is competitive. So does this mean that sellers no longer have to be competitive?

Not at all—no one will pay you more for less. But consider three new marketplace truths:

  1. With value now presumed, customers expect to find what they want, at a price they want to pay, from many sellers.
  2. Before a seller’s competitive position has even been established, they are being ruled in or out by customers.
  3. Differentiating by customers based on relevance is happening before prospective sellers even know the customer exists.

That last point is perhaps the most breathtakingly disruptive development in the shift from the Age of the Seller to what I’ve named The Age of the Customer®.

So what do you have to do to prove your relevance in order to be among the last to be considered and hopefully anointed as the Chosen One? Here are three important Age of the Customer relevance practices:

  • Technology matters. Your online capability must match the expectations of your profile customers, such as having a mobile-optimized website.
  • Contribute first, contract second. Now confident of acquiring value, customers are increasingly seeking and collecting trusted advisors and experts in their quest for relevance before they make a purchase decision.
  • Connect with credentials. Use new media to establish relevance credentials and connect with prospects and customers.

In his book Megatrends, John Naisbitt prophesied, “The more high-tech we have, the more high-touch we will want.” Here are three high-touch Age of the Seller practices still relevant in the new Age.

  • Remember the customer’s name and use it—often.
  • Make eye-contact and smile—early and often.
  • Be grateful and say “thank you”—a lot.

Find success in The Age of the Customer by doing the following absolutely in this order: be relevant, be useful, and then be competitive.

Your greatest danger is not being uncompetitive, but being irrelevant.

Entrepreneurial patience = Success

If you were to identify synonyms for the word entrepreneur, you would come up with things like, risk-taker, industrious, visionary, perhaps even capitalist. But one word that is definitely NOT synonymous with entrepreneur is patient.

It simply is not in an entrepreneur’s DNA to wait for the world to bring him or her things. Entrepreneurs bring things to the world.

But having said this, entrepreneurs who enjoy long-term success have learned entrepreneurial patience. Even the most impatient entrepreneurial farmer understands that a corn harvest doesn’t take place until after the seeds are planted, the plants nurtured and a certain amount of time has passed.

Having entrepreneurial patience means knowing the difference between wasting time and energy and investing time and energy. Successful entrepreneurs are impatient about steps in a process — getting the seed, planting the seed, cultivating the plants, etc. — but not about accomplishing the ultimate goal of harvesting the result of the process.

One of the most prominent guarantees of failure in business is not understanding the simple wisdom of Renaissance author and father of deductive reasoning, Sir Francis Bacon, who said, “In all negotiations of difficulty, a man may not look to sow and reap at once; but must prepare business and so ripen it by degrees.”

When you see someone trying to “sow and reap at once,” you’re witnessing failure waiting to happen. The only thing left to be determined is whether this failure will become a valuable lesson in entrepreneurial patience, or a bitter experience.

Whether in the field or in the marketplace, all endeavors are subject to natural laws, like the time it takes for a seed, or a project, to germinate and produce fruit. Successful entrepreneurs understand this and have learned how to employ their impatience prudently, as leverage for success.

Impatience is often synonymous with failure; entrepreneurial patience is usually synonymous with success.

Do you prefer achievement or success?

success conceptWhat’s the difference between success and achieve? Webster is unable to define either word without the other.

If there’s no difference, why don’t we use achieve more to describe wealth, fame, status, credentials, etc.? Perhaps it’s because success is a noun and achieve is a verb, and nouns are handier than verbs.

But grammar isn’t the only reason success is more popular. Even achievement, the noun cousin of achieve, isn’t as preferred when describing accomplishment.

Perhaps early on, success just had better PR than achievement. Today success is synonymous with celebrating at the finish line, holding the trophy or the check, while achievement has more of a work and effort connotation. But don’t you have more memories of the journey of work and effort toward your goals than of the high fives at the end?

Legendary actress, Helen Hayes (1900-1993), said, “Always strive for achievement; forget about success.” But are there benefits to focusing more on the virtues of achievement? My friend, Dr. Gene Griessman says there are.

In his audiotape, “The Path to High Achievement,” Griessman identifies common characteristics of high achievement and how they’re in evidence long before anyone flourishes a checkered flag. Here are five of those characteristics, each followed by my thoughts.

1. The power of self-knowledge.
Knowing your strengths and weaknesses may be the most important characteristic to seeking excellence. High achievers regularly critique themselves and make adjustments.

2. Time consciousness.
Like soybeans or gold, time is a commodity. And although not traded in any market, any billionaire will tell you that time is more precious than gold. High achievers don’t waste time.

3. Persistence.
Stick-to-itiveness is a real word and a handy noun coined in 1884, meaning dogged perseverance. High achievers personify stick-to-itiveness.

4. The power of decision.
Indecision is the Kryptonite of achievement. History has shown that an army with a poor battle plan boldly executed can defeat a greater force tentatively deployed.

5. Learn from mistakes.
No one likes failure, but high achievers recognize the value of setbacks and actually leverage them in the quest for excellence. Failure is the abiding harness mate of achievement, and high-achievers expect to always be hitched to both.

No one lives their life in the winner’s circle. Strive for success, but focus on achievement.

There is no handshake in “the cloud”

“In the clouds” is an aviation term pilots use to describe flight conditions. Or you might have heard this term in a parent’s lament about where their teenager’s head is. Recently, it has found a place in the marketplace vernacular.

“Cloud computing” is the availability of incremental processing power that resides on an application provider’s servers, instead of your hard drive. For example, community-building technology resides “in the cloud,” like the social media platforms that have taken popular culture and the marketplace by storm—no pun intended.

But while cloud computing is another example of technology increasing business efficiencies and leverage, like all other high-tech tools, it still has not replicated one of the most elemental components of humanity—the handshake. There is no handshake in the cloud.

Successful businesses have learned how to profit from the speed and efficiencies of e-tools, including cloud computing. And those who initially discounted the notion of successful virtual relationships over the World Wide Web have been proven wrong. By now, most of us have met a prospect, delivered a proposal, closed a deal, delivered as promised, and maintained that relationship—perhaps for years—using nothing more than the virtual connection resources at our fingertips. But sometimes, there just is no substitute for face-to-face. Consider this story:

After a successful four-year relationship between a small business and a Fortune 100 business where all contact had been virtual, the small business owner wanted to deliver a proposal with a new idea for their relationship. The customer said, “Sure, I’ll take a look; just email it like the last one.”

But having never met the customer in-person, plus knowing the importance of this proposal to his business this entrepreneur asked for a meeting. “If you think it’s worth your time and expense, sure,” the customer agreed. The meeting was set, conducted, and the new sale was made, after which the customer said “I’m glad you came to see me. I probably wouldn’t have made this commitment without your presentation.”

This story is true—that was my customer and my sale.

As you leverage and profit from all of the efficient high-tech customer connection tools at the speed of light, don’t forget that the best choice might not always be found in the cloud. In the Age of the Customer it’s still a best practice to invest the time and resources to meet customers face-to-face, shake their hand, look them in the eye, ask them for their business, and especially to thank them.

There is no handshake in the cloud.

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Be sure to check out my latest segment from The Small Business Advocate Show below. I talk about how to balance using the power and productivity of cloud computing with getting in face-to-face with customers when the time is right.

Why there is no handshake in “the cloud”

Are you prepared for a business interruption?

It’s doubtful that American small businesses have ever been impacted by as many potential business interruption events as we’ve seen in the past 20 years: beginning with the Oklahoma City bombing, the events of 9-11, and now the Boston bombings; hurricanes like Katrina and Sandy; tornados like those that wiped out Joplin, MO, and Hackleberg, AL, and many floods.

Recently we asked our online audience if they were financially prepared for an interruption with this question: “Could your business handle the financial impact of a business interruption?” Almost one-fifth said they, “… have cash and business interruption insurance if we need it,” and a little more than one-third reported they had “…cash and credit if we need it.” The other half admitted, “We would be hurting if it lasted more than a few days.”

There are three kinds of interruption preparation to focus on: operational, financial and digital. Here are examples of how to manage all three:

Operational
What would you do if your building became unavailable to you or your customers?

  1. Use laptops that allow key employees to work and connect remotely, both internally and with customers. And make sure they have high-speed Internet connections at home.
  2. Identify and become proficient with cloud-based applications that serve as an alternative for any installed programs that may be lost.

Financial
A significant part of the working capital of most small businesses is from cash flow. What would happen if your cash flow was interrupted?

  1. Purchase a “business interruption” rider on your property and casualty policy to pay you cash upon the acceptance of a claim. Read the fine print; all policies are not created equal.
  2. Maintain a close working relationship with your banker so you won’t have to introduce yourself to the person you might ask for a disaster loan.

Digital
Small businesses are increasingly using digital assets more and physical assets less. Are you prepared to protect your data as diligently as you do your building, equipment and inventory?

  1. Assign one person to be in charge of keeping all computers enabled with a proven firewall and anti-malware program, and keep them current.
  2. Regularly copy critical data from your hard drives and store it offsite. Better yet, backup your date with one of the cloud-based backup and recovery firms. Search for “online data backup.”

Business interruption – it’s a matter of when, not if.

Seeking the essence of entrepreneurship

Ever wonder what makes an entrepreneur decide when to take a risk? Examples of entrepreneurial risk-taking range from the calculated to the fool-hardy.

You’ll never hear me minimize doing due diligence on your entrepreneurial dream. Indeed, an entrepreneur’s hunch without some foundation is like a belt without belt loops. Still, there will come a time when an entrepreneur must take action without all the answers.

And in the not knowing, but going forward anyway, we find the quark of entrepreneurship and the paradoxical twin emotions, apprehension and exhilaration.

These emotions presage possibility: Might be good, might not be; might be successful, might be a train wreck. And contemplating either possibility produces the headrush entrepreneurs get the moment they risk what they know for what they might learn.

The best way to manage these emotions is a two-step process. First, believe in your own ability to take the next step. This confidence comes from gaining knowledge and experience, plus the perspectives of others – like a mentor – who have already been where you want to go.

If you’re having difficulty finding this confidence perhaps your subconscious is sending a message that you have more work to do before you take that next step. But if your credentials and preparation are reasonable and you’re still lacking confidence, perhaps it’s time to risk what you know for what you might learn. And that leads us to the second step, which is about faith.

Faith is defined as a belief in something unseen. You must have faith in yourself to handle future plans. You must have faith that your plans will be flexible enough to deal with the unknown. And you must also have faith in one more thing which may surprise you – serendipity.

My friend, Jim Ballard, author of “Mind Like Water,” says serendipity is “a meaningful coincidence.” Jim thinks the more we expect serendipity the more of it we will find. I think business serendipity is good fortune that happens when you show up in the marketplace with your plan, preparation and faith – every day.

Always research the risk you’re taking, believe in yourself and what you’re creating, and have faith that something good will come from your commitment. But when you take the next risk, be prepared for the possibility that what you get for your efforts might not be what you expect, and for the possibility that this is a good thing.

Expect serendipity whenever you risk what you know for what you might learn.

What is a blog and why should small business care?

At this point in The Age of the Customer, many people would think that defining a blog is an elementary task tantamount to explaining the wheel.

But here in the real world, where Main Street small businesses live, some folks actually still have un-Tweeted thoughts. Consequently, since a blog for most small businesses is at once a powerful yet under-used customer connection tool, perhaps a little background and illumination would be beneficial.

Describing his online journaling, early Internet adopter Jorn Barger first coined the term “weblog” in 1997. As the practice became more widespread, the inevitable contraction, “blog,” made speaking about it handier and spawned at least two more new terms, “to blog” and “blogging.”

As blogging grew, innovators hastened to create new tools to make it easier to record and distribute ideas in the emerging—wait for it—blogosphere. Today blog readers can receive new posts over multiple platforms, plus begin commenting threads with the blogger and other recipients who have a point of view or question about the topic of the blog post.

Back to that “powerful but under-used” thing: Small business owners must appreciate the power of these three facts:

  1. Small business owners are experts on what they sell, how it’s used, the industry, etc.
  2. Customers want access to what experts know.
  3. Increasingly, customers expect a closer connection to experts.

Alas, even though blogs deliver all of this, we still hear two whiney blogging excuses:

Excuse 1: “I’m not a good writer.”

Truth: Research shows customers prefer the thoughts and benefit from the experience and wisdom of the non-professional writer they know—that’s you—than those of a smart alec wordsmith like me.

Excuse 2: “Don’t have time.”

Truth: Once your blog platform is set up (you won’t believe how easy it is), new posts and responding to customer comments takes minutes a week. Remember, a blog post doesn’t have to be an article.

Practically speaking, a blog can be better than a website because your posts can be added more easily, making your expertise more compelling. And here’s the blogging goose’s golden egg: Blogging about what you know delivers your authentic expertise, which helps you build online communities where you connect with current and future customers in a way that’s increasingly more relevant to them than your website.

Don’t worry; you still need your beautiful website.

Start your blog this week and let the relevance begin.

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