idea for your business

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How to Take Your Business Idea for a Test Drive

Today’s new entrepreneur is often an experienced supervisor, manager or executive. Many are specialists in one area of business such as customer service, purchasing, sales support or accounting. But few have ever had the responsibility for researching, planning and implementing every detail of a new business creation.

 Many functions previously performed by corporate staff people such as market research, personnel, data processing and financial planning will now have to provided by the new, solo business owner. How does one go about learning how to do all the jobs that will he required?

 The answer is through classroom training. You may ask yourself — at age 40 an I going to have to return to college? Rushing through textbooks, cramming for mid-term exams, sweating out term papers? No Way!

 We are happy to report that a new, street-smart, highly usable type of training is available throughout the United States for prospective entrepreneurs. This is training by experienced entrepreneurs presenting tips and techniques that have worked for them in growing their small businesses, offered to you in easy-to-follow segments. No grades required! Just some concentrated work outside of class.

 How Do I Know If Training Can Help?

 Successful entrepreneurs are self-starters, eager to put their ideas into action. But the urge to “ready, fire, aim” can cause problems down the road. No matter how technically competent you are, you will always run into problems your first year in business that you did not expect. If you have no training or knowledge in the problem area it can throw your whole business off track. This “lone ranger” attitude can also isolate you from sources of professional help, often until it is too late. There are very few problems a new business can’t handle if the owner is properly trained and seeks expert counsel when necessary.

 Two primary goals of a well-run entrepreneurial training program should be to provide you with a good foundation of knowledge in every management skill necessary to run a small business; and to connect you to other new entrepreneurs as well as experienced small business people.

 In training over 1000 new entrepreneurs, I have encountered people from all kinds of backgrounds, in all different stages of business development. I would characterize them as follows:

 I heard it through the grapevine: These are individuals who have heard, seen or read that you can make a lot of money being your own boss. They are unhappy with their jobs, often because they aren’t making the money they think they should, but they haven’t really focused on what they could sell to start their own business.

The best thing since sliced bread: These people have done some research into a specific business idea, often something related to their current job. They may have approached others in the business to learn more how it is done. They haven’t, however, really started a written plan and may not have broad business experience.

Where’s the money: These folks have a well-researched business idea, backed with a partial or complete written business plan who are eager to know which bank or investor is ready to lend them money. They are ready to move ahead.

 All three of these groups of people can benefit from classroom training.

 Stage One

 Individuals who have begun to think that self-employment might be an attractive career move will benefit greatly by seeing all that goes into conceptualizing, researching and planning a new business. They will receive an advance view of the psychological, physical and financial demands of being on your own. They will understand the risks and rewards of self-employment and the personal sacrifices to be made. And in most cases they will have invested less than 0 and a few evenings to gain this insight. If after the class they decide that self-employment is not for them, they will have saved a tremendous amount of money.

 Stage Two

 For those people with a specific idea and a pretty clear sense of how self-employment will change their lives, a entrepreneurial training class will provide the skills necessary to create an outstanding individual written plan of action, effective for internal control or for non-traditional borrowing, such as from family members. In my own case I prepared a 35-page business plan before launching my training company. I gave one of the copies to my uncle who didn’t say anything about it for several months. Finally I reached a point where I needed more cash than I had on hand and asked for his help. He responded positively, he said, because he saw that I had a plan and that I had successfully brought it to life. When you hit upon an idea that seems to combine your talents and interests with market demand you want move ahead — sometimes without having reliable systems in place. A good entrepreneurial training program shows you how to prepare.

 Stage Three

 Entrepreneurs who have done much of the written business planning already may ask — what good is classroom training for me? Formal training serves several useful functions. First, it allows you to check that you have performed all the key organizational tasks and that you haven’t forgotten to set up any key operating systems. Second, it allows you to recheck the assumptions behind your marketing and financial plans and projections to see if they are realistic. You have the advantage of a live instructor to serve as counselor and critic of your plans. Third, you may learn new techniques from the instructor or your classmates that can make a very positive difference in how you launch your business.

 What to Expect From Training

 There are a number of variations in how entrepreneurial training is presented. The primary versions are as follows:

 An all-day “everything you need to know” seminar that spends 30-45 minutes on each main topic such as business plans, financial basics, marketing, etc. One or more individuals presents the workshop. Very affordable at – per person. Good as an overview particularly for the individual not yet convinced they want to pursue self-employment. This format is used by the Small Business Administration’s Service Corps of Retired Executives (SCORE) which also provides individual counseling.

A series of presentations by local business people organized into a multi-week schedule. It is common to use an accountant for the bookkeeping classes, a banker for the financial planning class, a marketing consultant for the marketing planning classes, etc. While each of these specialists excels in their business concentration, these programs can sometimes lose focus because there is no overall class presentation plan used. Also being a successful small business person does not necessarily make you an effective classroom trainer. These classes area good way to meet potential advisors and pick up a few tips. At – per class they are affordable and allow you to take classes at your own pace. If you wish to learn how to develop a complete written business plan, this type of class may leave you dissatisfied, Many high-school based adult education programs and some community colleges offer this style of training.

A multi-week (usually 6-10 weeks) training program aimed at providing all the essential organizational steps as well as all key management skills necessary to prepare a comprehensive business plan. These programs use a coordinated class plan, a single set of training materials, often have a lead instructor and use teachers who have received training in how to present the classes most effectively. Often called “track programs” this type of entrepreneurial training has a definite starting point and ending point. Individual classes usually cannot be taken out of sequence. Because of the greater number of classroom hours (30-36 hours) these programs cost between 0 and 5 per person. This type of program is well suited to the individual who has a specific business idea with related experience and a strong determination to become self-employed.

 How to Evaluate What You Are Getting

 How do you evaluate the quality of the training you have received? Your satisfaction will be heavily influenced by the personality of the instructors, as well as the quality of the training materials, Some keys to watch for include:

 Instructors:
Do they explain the objectives of each class? Are class handouts easily understood? Do they use audio-visual to enhance learning? Do they seem to be able answer most questions? If not, do they offer to get back to you with an answer? Do they use examples and case studies to illustrate techniques? Do they refer you to other resources? Materials:
Are they well organized? Do they present techniques in an easily understood manner? Do they provide checklists and blank forms? Do they coordinate skills training and business planning? Do they offer resource tips? Do they seem like something you can use right away?  

The more professionally run programs request you to complete a detailed evaluation of the instructor and the course organization. The most effective programs also tell you where to go for additional help after you leave the classroom. Most students are employed full-time while taking the training program and it is difficult for them to do much of the written business planning while they are in the class. Therefore, you should ask yourself when considering a program: “How well will it prepare me to complete my business plan on my own?

 The formal education of your instructor is not as important as their success on the street.” Have they successfully launched and run a small business? Do they sound like they would know how to show you their secrets? Do they welcome your input during class and go out of their way to answer your questions?

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When you open a dollar store you soon discover there are so many different, yet important aspects to the business.  There are so many responsibilities that must be dealt with on a daily basis that it can be very difficult to get them all covered.  Still other duties might come up weekly or monthly.  Yet they are often just as important.  One of the most critical responsibilities you face is customer service.  This is a 24×7 duty that cannot be forgotten even for a moment.  In fact it is among the most critical responsibilities you are charged with handling.

When you open a dollar store, success in the customer service arena involves not just your performance, but also that of every employee.  In this article I will present 4 critical questions to ask as a test of your overall customer service performance.  So let’s get started.

1. How skilled and competent are you and your employees at providing memorable service to each and every customer?  It is important to offer every new employee customer service training during their initial job orientation.  Be sure to set clear expectations regarding customer service at the same time.  Experienced employees should receive periodic reminders, updates and reinforcement through daily feedback and in writing on their performance reviews.  .

2. Is there true commitment, caring and satisfaction associated link to your business?  One of the real keys to becoming successful at customer service revolves around having a commitment and caring about the job, company and your work.  No matter how hard you try, if you or your employees are unhappy it will be reflected in the overall quality and success of your customer service.

3. Do you and your employees take deep pride in providing outstanding professional customer service at all times?  As mentioned above, when you open a dollar store with plans for success, you are committing to providing only the best of customer service.  Be sure to reward those employees who role model exactly the customer service you wish for your business.  Don’t forget there is great power in you role modeling outstanding customer service at all times as well

4. Let’s finish with the most important question of all.  How well do you and your employees meet the responsibility of providing outstanding customer service?  It is critical that each and every customer who comes in contact with your business receive the same high-quality customer service.  If there is less than top-quality customer service provided, overall satisfaction is jeopardized.

If you plan to open a dollar store know the quality of your customer service helps to determine your overall success. The measure of customer service includes many metrics.  Customer complaints and how they are handled is certainly to be included.  More positive measurements include customer retention, average sale size, sales volume, the number of sales transactions and frequency of customer visits.  Don’t forget to examine word-of-mouth referrals from existing customers as well.  These and others metrics provide the numbers to support your overall level of customer service performance.

To your dollar store business success!

Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct.

1. A complaining customer is:

A. Always right

B. Almost right

C. Often lying

D. Always the customer

2. Customers who complain:

A. Had unhappy childhoods

B. Are genetically predisposed to be sourpusses

C. Have trouble in their primary relationships

D. Are doing you a service in identifying what isn’t working in your business or organization

3. The best reward for your customer service representatives is:

A. Earplugs and punching bags

B. Valium or other mind-numbing drugs

C. Recognition and appreciation on your part

D. Anger management seminars

4. CRM stands for:

A. Customers Rarely Matter

B. Can’t Remember Much

C. Communicating Random Meaning

D. Customers Rudimentarily Managed

E. Customer Relationship Management

5. Customers who complain want . . .

A. Something for nothing

B. To be heard and have their experience validated

C. To vent for the sport of it

D. To be made majority shareholders in the company

6. Customer Service departments:

A. Are the afterthought that cleans up messes other departments cause

B. Build customer loyalty

C. Are leaders in understanding customer behavior patterns and market research

7. For a company to be considered service-oriented:

A. It must mention customer service in its mission statement

B. At least 18.3% of its employees must work in the customer service department

C. Its managers must at one time have been CSRs

D. Customer service must be addressed by all departments

8. A Call Center is defined as:

A. The midpoint in duration of a telephone call

B. A revenue sink hole

C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

D. A location where complaints and problems are converted into successful saves for your customers and your company

9. Customer Care is:

A. A managed care medical program for customers

B. A nifty alliterative phrase that looks good in company brochures

C. A new program where customers care for themselves

D. A philosophy wherein the customer is wrapped in service even before a problem arises

10. Customer Service Culture is

A. A new form of yogurt where the lid removes itself for you

B. Behavior being analyzed in a Petrie dish for contagions

C. A mythical civilization in which everyone smiles and welcomes you when they meet

D. An environment where customer service permeates the thinking of the entire company

KEY

1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.

2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.

3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.

4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.

5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.

6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!

7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.

8. D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.

9. D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.

10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources and beyond.