Managing Conflict with Customers and Partners – Small Business Show 191

small business conflict resolutionWhat’s the best way to handle conflict when things go wrong with a customer, partner or employee? Join your hosts Shannon Jean and Dave Hamilton for this episode of the Small Business Show to hear about their experiences in managing, resolving and de-escalating conflicts that will inevitably try to ruin your day.

One of the cornerstones of most conflicts is the misunderstanding of the intention of one or both parties. You’ll learn about methods to be sure your good intentions are interpreted correctly and when sometimes you or your employees will just have to pickup the phone to clear the air.

Next, we jump into a discussion about how to make written correspondence (email, text, chat) show empathy and how creating templated responses can help you set the correct tone you want your customer service department to use when solving conflict. Then it’s on to a discussion about your sense of justice and why it has no place when trying to resolve conflicts with your customers!

You’ll hear us discuss the power of apology (even when you’re not at fault), how to train instruct your team that these are just business decisions and not personal battles and how the Two Token Concept of Customer Service is critically important for success.

Join us today, then ask questions or share your Small Business story at the Small Business Support Group!

Chapters/Timestamps

  • 00:00:00 Small Business Show #191 for Wednesday, October 3, 2018
  • 00:01:07 Sharing the Charmed Life excitement
  • 00:02:31 Know your audience
  • 00:04:27 How to de-escalate
  • 00:04:53 “How can I take your headache away?”
  • 00:07:47 Misunderstanding intention
  • 00:08:34 Get on the phone!
  • 00:09:30 Show that you care, and are willing to listen
  • 00:10:30 Use emojis!
  • 00:12:17 Lead with the right message
  • 00:13:50 Emotion engenders loyalty
  • 00:17:37 SPONSOR: Timing, for anyone billing their hours. Visit timingapp.com/smallbusiness
  • 00:19:35 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:21:18 About our sponsors
  • 00:22:10 Justice doesn’t matter
  • 00:23:29 Amazon: “That is a business decision”
  • 00:26:10 Empower your team to avoid escalation
  • 00:27:37 Permission to apologize
    • “I’m sorry that things haven’t gone right for you.”
  • 00:29:51 Add empathy to the scenario
  • 00:32:02 Remember Meatloaf!
  • 00:33:07 Define an escalation path
  • 00:34:04 Leverage loyalty: “What do you want to do?”
  • 00:34:48 Customer service ain’t for everyone!
    • Pacing and Persuasion
  • 00:36:13 Find common ground
  • 00:37:15 SBS 191 outtro

What Type of Leadership Leads to Small Business Success? – Small Business Show 190

small business leadershipStart a business and you become a leader. Not just for employees, but to your customers, suppliers and other partners. What type of leadership style creates the most successful Small Businesses? Join your hosts Dave Hamilton and Shannon Jean today to learn about different leadership styles and why you’ll need more than one type for success.

Should you be a constant cheerleader, or a steady, persistent force that your followers count on? We’ll discuss why you’ll need to be both and when it’s appropriate to use each style. You’ll hear about prioritizing relationships over tasks and how you’ll get better results from your followers this way. Shannon discusses his favorite “Mirror vs. Window” analogy for praise and accountability and Dave discusses the differences between leadership and just working hard.

We share our tips about granting autonomy, how ethics play a role in what your followers think of you and how persistence needs to be your super power. We wrap up the show with a discussion about emptying the trash and cooking lunch for your followers – always fun topics.

Listen in and then share your own leadership tips at the Small Business Support Group.

Chapters/Timestamps

  • 00:00:00 Small Business Show #190 for Wednesday, September 26, 2018
  • 00:00:57 Better than the alternative
  • 00:02:08 The definition of retirement: Dave’s Ice Cream Truck!
  • 00:05:49 No results for Leadership!
  • 00:06:36 SPONSOR: Timing, for anyone billing their hours. Visit timingapp.com/smallbusiness
  • 00:09:13 What type of Leadership creates a successful small business?
    • Leadership vs. Just Working Hard
  • 00:12:23 Setting the priorities: Dashboard-level view of your business
  • 00:13:17 Categorize problems: systemic or one-offs
  • 00:13:45 Cheerleader vs. Steady Hand that Leads through Crisis
  • 00:14:48 Leverage silence
  • 00:15:28 Spin your perspective
  • 00:18:33 Always make a decision!
  • 00:21:12 Openly praise, privately correct
    • Build a Safe, Trusting Environment
  • 00:23:09 SPONSOR: New Square Payroll App – Everything you can do on a desktop you can do in the app. Visit Square.com/Go/SBS for More
  • 00:25:10 Small Business Support Group
  • 00:25:31 Managing your management: focusing on tasks vs. relationships
    • “These people worry about the business more than I do.”
  • 00:27:23 Developing your people
    • Adjust roles to take advantage of skills and strengths
    • Take a genuine interest to learn who your employees are
    • Create an environment you enjoy!
    • Ask: “Do you need anything?”
  • 00:32:11 Pay attention to the new person
  • 00:33:23 Extend financial autonomy
  • 00:34:17 Monitor your ethics
  • 00:36:21 Persistence – Communicate during crisis
  • 00:38:17 Be the janitor and the cook!
  • 00:39:18 SBS 190 Outtro

Bill Ready Paypal COO Interview, Funds Now and Customer Experience – Small Business Show 189

Paypal COO Bill ReadyGetting paid might be the most important task for your Small Business. Processing payments quickly for your customers, avoiding fraud and managing your cash are all critical and daily tasks. Today’s guest on the Small Business Show has a wealth of experience in the payments processing business and is currently the COO of PayPal. Bill Ready joins your hosts Shannon Jean and Dave Hamilton to talk about PayPal’s new Funds Now service and much more.

Listen in to hear how Small Business is part of Bill’s DNA, starting out by working for his parents auto repair business and taking those lessons to become an “accidental entrepreneur” that eventually led him to be involved with five startups, including Braintree and Venmo, eventually landing at Paypal and to the Chief Operating Officer role that he fills today.

We all know that getting access to your cash is paramount for Small Business Owners. Bill discusses PayPal’s new Funds Now service that allows for instant access to funds for Small Businesses using Paypal. We discuss PayPal’s goal of “democratizing access to the digital economy” for Small Businesses of all sizes and why this is so important for Bill and Paypal.

You’ll hear some great tips on the customer experience and some unique advice about scaling your business that you might not have considered. Join us today for this very special episode of the Small Business Show and then visit the Small Business Support Group to ask more questions and to share your comments!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #189 for Wednesday, September 19, 2018
  • 00:00:39 Bill Ready from PayPal, Braintree, Venmo
  • 00:01:41 Small business in the blood
  • 00:03:05 The accidental entrepreneur
  • 00:05:07 The joy and the burdens of small business are tremendous
  • 00:06:52 PayPal’s new Funds Now
  • 00:11:30 Going international… with immediate funds.
  • 00:14:16 PayPal extends trust
  • 00:16:20 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:18:00 SPONSOR: Visit TextExpander.com/podcast for 20% off your first year.
  • 00:20:30 Don’t Truck the Farmer’s Livelihood
  • 00:22:47 Always remain customer-focused
  • 00:24:27 Democratizing access to the digital economy
  • 00:27:50 It’s all about the customer
  • 00:29:23 Paypal’s customers are buyers and sellers
  • 00:31:56 To scale, you need repeatable process
  • 00:33:08 ….and you need to hire passionate people
  • 00:34:55 Visit the Business section at PayPal.com
  • 00:35:55 SBS 189 Outtro

Time Management Tips and Tricks for Small Business Owners – Small Business Show 188

small business time managementTime is arguably our most important asset as Small Business owners. You can’t create more of it, but you can increase your efficiency and hack how you use time each day to make it work in your favor. Today on episode 188 of the Small Business Show, your hosts Dave Hamilton and Shannon Jean share their tips and strategies for getting the most out of your 24/7.

The subject of time and the lack of it was brought up by longtime listener Todd McCann of the The Trucker Dump Podcast. Todd has the same problem we all do: not enough time in the day. You’ll hear our thoughts on making some changes that could open up more hours for Todd, along with some questions we ask of Todd that just might help your day become more efficient.

Join us today and you’ll also hear about sacrificing some things to succeed, flexibility vs. freedom, learning to Spotlight your time and ignoring those time-killing distractions, scheduling time with yourself, why communicating your time needs to others is critical and if money is what you’re seeking at a particular moment, the most important question to ask yourself that will focus you in the right direction.

Listen in, then share your story with us at the Small Business Support Group!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #188 for Wednesday, September 12, 2018
  • 00:01:19 About our sponsors
  • 00:02:27 Todd-What Happens When I Really Don’t Have Time?
  • 00:05:42 Recording behind the wheel
  • 00:07:30 Two different shows
  • 00:08:55 Creating more time
  • 00:10:08 Be intentional with your time
  • 00:11:14 Are you willing to pay the price?
  • 00:12:28 Go back to work at night
  • 00:12:55 Flexibility vs. Freedom
  • 00:13:26 Learn to Spotlight your time
  • 00:16:49 Keep a pad next to you
  • 00:17:17 Bob LeVitis on the Small Business Show
  • 00:18:58 SPONSOR: Timing, for anyone billing their hours. Visit timingapp.com/smallbusiness
  • 00:21:00 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:22:44 Schedule Time with Yourself
  • 00:24:57 Communicate your schedule with the people around you
  • 00:28:07 Create your system
  • 00:28:59 Tools… and services!
  • 00:29:47 Managing optimism and realism
  • 00:30:19 Question: What can you be doing right now that will increase your revenue?
  • 00:32:19 Decide that you DO want to know this information!
  • 00:33:38 SBS Outtro

CacheFly.com provides all the bandwidth to get our show to you!

The Business of Coffee: Café Rica Founders Interview – Small Business Show 187

Cafe Rica USAEveryone knows that coffee is an important part of every Small Business startup, right? With 400 million cups enjoyed every-single-day in the United States, this seems like a great opportunity for a Small Business. But, how do you get your voice heard in this crowded market? How do you create a niche where you can build a unique brand focusing on quality coffee and customer experience?

Join us today for this episode of the Small Business Show to meet Tristan and Jackson Bredehoft, founders of Café Rica, a fast growing local and online coffee business located in Battle Creek, Michigan.

Tracing their family origins back to Costa Rica, the Bredehoft brothers decided to import a unique Costa Rican coffee to share it with customers in the U.S. Literally bringing back two suitcases stuffed with coffee to get things started. You’ll hear the Café Rica founders discuss the benefits and challenges of working with a sibling, how they decided to build a Local, Craft Coffee business and why they wound up building their local coffee shop inside of repurposed shipping containers.

Tristan and Jackson share how they benefited from taking part in a Kitchen Incubator program and how they have leaned on the Mentors from SCORE to shift their marketing focus to dramatically accelerate growth. Join your co-hosts Shannon Jean and Dave Hamilton as they learn about the Cafe Rica story and then come share your own at the Small Business Support Group!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #187 for Wednesday, September 5, 2018
  • 00:01:47 Tristan and Jackson Bredehoft from Café Rica
  • 00:03:11 Family joke to family business
  • 00:03:52 It starts with a suitcase!
  • 00:05:58 The sibling business
  • 00:08:05 Assigning duties…and The sibling benefit!
  • 00:10:22 “The riches are in the niches”
  • 00:12:00 Local, Craft Coffee
  • 00:13:29 Differentiator: Shipping containers
  • 00:15:27 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:16:41 SPONSOR: Visit TextExpander.com/podcast for 20% off your first year.
  • 00:18:15 Help from a kitchen incubator!
  • Score Advisors
  • 00:20:48 Biggest struggle – Learning to Tell Your Story
  • 00:22:36 Learning from customers: subscriptions
  • 00:24:32 Favorite mistake? Gotta listen to hear this one!
  • 00:26:02 If you have an idea, do it!
  • 00:27:09 Visit Cafe Rica on Facebook
  • 00:27:51 SBS 187

Persistence is Key to Small Business Success – Small Business Show 186

small business persistence to successBeing persistent is a critical part of making your Small Business succeed. From the very start, you will face obstacles that you’ll have to break through and go around to create something from nothing. Some of these will be mental, some physical and some logistical. Join us today for episode 186 of the Small Business Show to hear how your co-hosts Dave Hamilton and Shannon Jean have used their bull-headed persistence to overcome those obstacles during their careers.

We discuss the importance of confidence and believing in yourself with tips on how to use your Success List to remind yourself of your achievements to build up your confidence, as well as learning how to maximize your strengths and minimize weaknesses with strategic partners or employees. Shannon then reminds us that patience needs to be a part of your plan – as long as you are moving along the path you set for yourself and your Small Business. Success takes time.

You’ll hear about how immersing yourself in your Small Business is an important part of pushing through obstacles and achieving success and how creating habits out of things that work for your business will keep you moving forward on your quest. And while it’s important to have a clear vision of where you want your Small Business to go, we spend some time talking about adjusting and adapting when things don’t go exactly as planned (hint: they never do).

We wrap up our discussion with a reminder that commitment to your Small Business success is critical – everything has a cost, get ready to pay it in time and effort to create a successful business that can help you lead that Charmed Life we talk about often on the show.

Listin in and then share your story and comments on the Small Business Support Group!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #186 for Wednesday, August 29, 2018
  • 00:01:07 Bull-headed persistence is the key to success
  • 00:02:51 Make sure that you have persistence in your Talent Stack
  • 00:04:50 “Which story is more enjoyable to hear?” – Shannon Jean, ladies and gentlemen
  • 00:06:30 Be confident! The story is part of the reward.
  • 00:07:45 Recognize your achievements
  • 00:09:42 Make Your Bed: Little Things That Can Change Your Life…And Maybe the World
  • 00:11:29 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:13:28 SPONSOR: Timing, for anyone billing their hours. Visit timingapp.com/smallbusiness and get a 14-day free trial and save 10% when you purchase.
  • 00:16:20 Maximize Strengths, Minimize Weaknesses
  • 00:18:04 Be patient… and realistic
  • 00:20:10 Adjust and adapt!
  • 00:22:11 Be in it!
  • 00:25:13 Consider your path
  • 00:25:48 Commitment – Accept the costs
  • 00:29:27 SBS 186 Outtro

How To Manage Your Cashflow – Small Business Show 185

managing small business cash flowWhat’s more important for your Small Business, profits or cashflow? If you’re a regular listener of the Small Business Show, you know what we think! Join us today as we dig deep into to the importance of managing your available cash and how to get through the inevitable cash-crunch when it hits you.

Your co-hosts Shannon Jean and Dave Hamilton share their tips, strategies and stories about the why and how of using your accounting software correctly to help with cashflow reporting, why it’s important not to fall in love with your P&L and why you need to avoid the “shiny object” trap that can suck much needed cash out of your business.

We then jump into ways to raise cash when you need it quickly, how to use unconventional methods to raise short term cash and ways to manage longer term funding from banks and other lenders. The show wraps up with a discussion about the importance of measuring and different methods to measure all aspects of your business – including your cashflow.

Join us today and then share your comments on the Small Business Support Group!

 

 

Chapters/Timestamps:

  • 00:00:00 Small Business Show #185 for Wednesday, August 22, 2018
  • 00:01:42 “By, For, and About Small Business”
  • 00:04:20 Don’t fall in love with the P&L
  • 00:06:41 Import often!
  • 00:08:57 Profits are for other people, Cash is for you
  • 00:10:07 Matching Your Terms
  • 00:12:02 Negative Cash Flow
  • 00:13:01 Buy used! Buy at auction.
  • 00:15:47 SPONSOR: Gusto is refreshingly easy payroll, benefits, and HR for the modern small business. Visit Gusto.com/SBS for a free, 3-month trial.
  • 00:17:22 SPONSOR: Visit TextExpander.com/podcast for 20% off your first year.
  • 00:19:15 Sometimes embarrassment is your friend
  • 00:20:01 A 2-inch stack of credit cards to solve your problems
  • 00:21:49 Dump the junk!
    • Accept Sunk Costs.
  • 00:23:00 Timing a blowout
  • 00:24:51 Pick special customers
  • 00:25:30 Sell it for what it’s worth
  • 00:26:06 Slow down your A/P
  • 00:28:24 Things happen – Communicate with your vendors
  • 00:29:40 Treat your vendors like they’re customers
  • 00:30:03 Use your lines of credit wisely
  • 00:31:42 Talk with your banker about “terming it out”
  • 00:34:04 Measure everything
  • 00:36:36 SBS 185

Small Business Interview with James Rolin of Cowboy Cricket Farms – Small Business Show 184

cowboy crickets interviewGetting customers to spend their hard earned dollars at your Small Business is tough, right? How about if you had to convince them to eat insects to get those dollars into your bank account? Join us today as we visit with James Rolin of Cowboy Cricket Farms and hear how this Small Business has used education, creative marketing and stubborn persistence to succeed.

Listen in to learn about how feasibility studies can guide you to the right business model, how we’re all eating insects (we just don’t know it), how community outreach as a marketing tool can be powerful and some great tips for working with your spouse and teaching your kids about how to succeed. You’ll also hear about using the Score Mentoring program as a powerful and free tool to grow your business.

You’ll learn a lot, but your co-hosts Shannon Jean and Dave Hamilton continue to think they are learning the most from our awesome guests. Join us today, then share your story at the Small Business Support Group!

Chapters/Timestamps:

Moving from Idea to Action – Get Started Today With Your Small Business – Small Business Show 183

take your ideas to actionA common misconception is that it’s the great idea that makes a Small Business successful. Join us today on the Small Business Show to hear us dispel that myth and discuss taking Action to propel your business to success.

Don’t wait. You’ll hear that message over and over again on this episode of the Small Business Show as Shannon Jean and Dave Hamilton share tips to get yourself started – to help move you from Idea to Implementation.

Listen in and you’ll hear about the power of removing limits (most of them in your head) to get your business concept on paper, how to create and use an Action Plan to figure out what steps you need to take to make your idea a reality and why we believe creating an Org Chart (even if your name is in every box) is key to planning out the structure of your Small Business.

We wrap up the show with a discussion of the ever important Working Agreement and why sometimes you just need to throw structure out the window to just start….Start today.

Join us here, then get involved in the discussion at the Small Business Support Group!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #183 for Wednesday, August 8, 2018
  • 00:03:56 Opportunity for Efficiency
  • 00:08:41 Take the time to build systems and micromanage yourself
  • 00:11:27 Takeaway: Re-energize, Dig In
  • 00:13:21 SPONSOR: Timing, for anyone billing their hours. Visit timingapp.com/smallbusiness and get a 14-day free trial and save 10% when you purchase.
  • 00:15:22 SPONSOR: Visit TextExpander.com/podcast for 20% off your first year.
  • 00:17:43 Starting a Business Step 1: Ideas to Action
  • 00:19:28 Go make it happen!
  • 00:21:12 Get it on paper
    • Remove the limits!
  • 00:23:36 Create an action plan
    • Who’s involved?
    • Partner, Banker, Spouse,
    • How much money do you think you’ll need? Add more.
  • 00:24:30 Budget your time.
  • 00:27:51 Failure is part of the process
  • 00:28:30 What other resources do you need?
    • What marketing will you do?
  • 00:29:24 Create an Org Chart
  • 00:33:14 The Working Agreement
    • Concept
    • Partnership organization
    • Partner Contributions (money, time, effort)
    • How is the money split?
  • 00:35:13 The Friendship Clause
  • 00:36:26 Forget all this: get started.
    • Employ those… folks.
  • 00:40:13 SBS 183 Outtro

 

Loyalty, Losing Key Employees, and Managing Change at your Small Business – Small Business Show 182

handling surprises and change small businessIf you own a Small Business, it’s bound to happen: a long-time employee drops a bomb by telling you they are leaving to take a position at another company. How you react can have a dramatic impact both inside and outside your business. Your actions will send a message to both your employees’ and your customers.

Join Dave Hamilton and Shannon Jean for this episode of the Small Business Show where they discuss their methods for handling a surprise departure of a key employee.

Listen in for tips about not taking things personally, how to gauge the short and long-term impact, managing the timing of the employee’s departure, and why your customers are more concerned about who’s staying vs. who’s leaving.

After the show, stop by the Small Business Support Group to share your story and join the discussion!

Chapters/Timestamps:

  • 00:00:00 Small Business Show #182 for Wednesday, August 1, 2018
  • 00:01:37 Carr Fire
  • 00:02:13 “Poor Me” is the wrong attitude
  • 00:04:37 Surprise, I quit!
  • 00:07:18 First question: Why? Can I control this? Do I want to?
  • 00:09:24 Advice: Don’t take it personally!
  • 00:12:48 Second question: What’s the short-term impact
  • 00:14:35 Do they leave immediately?
    • Do they continue to benefit your business?
  • 00:23:01 Do you counter-offer?
  • 00:27:42 Be authentic to be positive
    • People don’t care about who left. They care about who *is* left.
  • 00:32:49 Avoid comfort. Stay on edge.
  • 00:35:14 Let us know your story! feedback@businessshow.co
  • 00:35:44 Loyalty defined. Differently.
  • 00:39:32 A symphony of action!
    • “I don’t need time. I need a deadline.”
  • 00:40:27 SBS 182