Confessions from a Grassroots Entrepreneur

Interview With an Entrepreneur - Jennifer Walzer

2011-07-20T21:10:00.005-04:00

Jennifer Walzer says the best part of being an entrepreneur is getting to choose with whom you work.

Who: Jennifer Walzer, CEO and founder of Backup My Info!, Inc. (www.backupmyinfo.com), which provides online backup service for companies.

Q: When you were younger, did you think you were going to be an entrepreneur?

A: I was one of those kids on the streets selling lemonade, just always wanting to figure out a way to make things happen. And I think part of the reason why is that I looked at my father, who was an entrepreneur, and I wanted to be just like him.

Q: What are the benefits of being an entrepreneur?

IA: By far the best benefit is that I get to choose who I work with. I absolutely love the team of people who work with me. And obviously the benefits are great from a financial perspective. But at the same time, it’s not easy. Everyone says, “Oh I can start a business,” but until you actually do it, you never know what you’re getting yourself into.

Q: What are the cons of being an entrepreneur?

A: It’s really stressful, and it’s not easy. If it was so easy to start a business, everyone and their brother and sister would be doing it. I think one of the biggest challenges is that when you own a business, it actually can own you too. You either need to be in it to win it, or don’t do it at all.

Q: What traits do you see in successful entrepreneurs?

A: Without a doubt, they’re extremely passionate about what they do and have learned to put their ego aside. As an entrepreneur, you’re going to be faced with a lot of challenges. And if you think you’re going to have the answer to everything, you’re going to fail. I think a successful entrepreneur knows where his limits are and knows how to ask for help.

Q: What advice do you have for students thinking about becoming entrepreneurs?

A: Go and get an internship or figure out a way to work for someone you think has a really good business. And when you get there, get involved in as much as you can.

David Mammano is founder and CEO of NextStepU. (www.NextStepU.com).

Video interview with Kinko's founder, Paul Orfalea

2011-07-06T15:02:00.003-04:00

NextStepU founder and CEO, David Mammano, interviewed Paul Orfalea, founder of Kinko’s.

Mammano: What are some of the benefits that you’ve experienced as an entrepreneur?

Orfalea: Money. I was in my business for the money. I didn’t enjoy Xerox copying and printing and all that. I liked the money. There’s nothing wrong with saying you like the money. My best stores had the happiest workers and the most satisfied customers.

Mammano: You talk a lot about working on your business rather than in your business, can you expand on that?

Orfalea: A lot of people smoke cigarettes because they are in life, but if you’re on life you say “Oh I think cigarettes aren’t very good for me.” A lot of times when we are in life, we don’t realize what we are all about.

Mammano: Looking back now, would you change anything?

Continued with video at:
http://www.nextstepu.com/articlePage1.aspx?artId=3705&categoryId=4

Rumors of Print's Demise Have Been Greatly Exaggerated

2010-02-10T19:43:00.000-05:00

"Rumors of Print's Demise Have Been Greatly Exaggerated."

Cumulative results of recent ad readership studies conducted by Signet Research, Inc., indicate that print is not dead, but very much alive and well. Analysis of B to B publication reader preference for print, digital or online media showed an eye-opening majority still prefers print.

Cliffside Park, New Jersey February 5, 2010 -- In an effort to determine the preferred format of media properties in the B to B publication market, Signet Research, Inc., an independent market research firm, directly asked subscribers of B to B publications for their feedback.

The methodology used was the inclusion of a particular question in the Signet Research AdStudies, conducted over a period stemming from October 2009 through January 2010. The question was, "In what format would you prefer to receive (publication name)?"

The results showed an overwhelming preference for print publications. Three-quarters (75%), selected print as their preferred format, either in print only or a combination of print and a digital or online format, with over half (52%) preferring print only. In comparison, overall preference for a digital edition was 30%, with 14% preferring digital only, and for online content 12%, with 4% preferring online content only.

The results of this case study are based on 2,307 respondents from varying industries within B to B media. They include Government, Airline, Electronics/Technology, Automotive, Oil/Gas/Energy, Physical Science, and Food Service Industries.

About Signet Research, Inc :
Signet Research, Inc. has been a leading provider of market research serving the publishing industry for over 40 years. The company offers a wide array of AdStudies for print, web and e-newsletter ads as well as customized audience and editorial studies for print and web in the B to B and B to C markets.

For additional information contact:
Alexander Nanos, Project Director
Signet Research, Inc.
201-945-6903 ext. 11
www.signetresearch.com

Crash course on online advertising

2010-01-28T16:59:00.002-05:00

The past 10 years has seen advertising go from somewhat of a “wing it and see” approach to more of a real science. Today’s marketer can pinpoint her ad dollars to places where she only pays for prospects that have expressed interest.

This kind of marketing is exciting and amazing. But if you don’t know what you’re doing, it can be a waste of money. The good news is that you don’t have to be overly Web-savvy to run a Google AdWords program or to buy a banner ad.

Below are the basics to get your started. Remember, you get what you pay for. So you’ll pay more for a true lead than you will for an impression or click. Read on…

Cost per impression (CPI)/cost per thousand (CPM)
CPI and CPM are essentially the same thing. In its simplest form, you are paying for every set of eyeballs that see your ad. The standard is to measure by the thousand, thus the “cost per thousand.”

Imagine if your highway billboard company had a way to measure every person that drove past your billboard. They would charge you a set fee for every 1,000 people that drove by. Translated to online ads, this means you’re charged a set fee for every 1,000 visits to the page of the Web site where your ad runs.

Those 1,000 visits don’t necessarily mean 1,000 different people. Several people may have visited the page numerous times. Just like the billboard company would count the same car twice, cost per impression counts repeat visitors.

CPI is still a cost-effective way to do brand advertising online. Depending on the targeting of the audience, you might pay around $15 to $30 for every 1,000 impressions—not a bad price to make an impression with a targeted advertisement. Just don’t expect a ton of suspects or prospects from this type of advertising. It is purely for branding, so make sure your expectations are reasonable.

Cost per click (CPC)/pay per click (PPC)
This type of advertising costs a little more, but that’s because it has entered your funnel as a suspect. Visitors to search engines will click on an ad that comes up in a search query. (I am sure you’ve all seen paid ads on the right or top of your Google search.)

Advertisers can buy keywords that potential customers may be searching for. For instance, if a college is offering a new biotech major, it could buy keywords around this major—and even in the targeted region of your choice. Someone doing a search for “colleges that offer biotech” may encounter your Google ad, click on the ad, then get transferred to your Web site—ideally, a custom landing page that caters to their needs.

Advertisers usually bid on keywords. The more popular the word, the more expensive it is. Let’s say the word is semi-popular. It might go for $2 per click. Any time anyone clicks on your ad, you pay Google $2.

The good news is that search engines such as Google don’t use only price to determine what ads go on top. Its algorithm will also scan your site and balance your listing with its relevancy and how much volume you purchase with the search engine.

The bad news is that you pay $2 for each visitor who clicks, even if they leave your site a second later and you don’t get the chance to capture the lead. In fact, it may actually take 30 people to click before you get one person to fill out a form. That translates into $60 cost per lead. This takes me to our next point.

Cost per lead (CPL)
You’ll invest the most with CPL advertising because you only pay for actual prospects, or “deep funnel” names. Unlike CPM (where you pay for the masses to see your ad), or CPC (where you pay for suspects to visit your site), with cost per lead advertising, you pay for prospective customers who fill out a form. These prospects most likely:

Searched online for your product
Explored Web sites for the product
Read info specifically about your company or school
And after all this, was still interested enough to fill out a request info form and give you their name, phone, number and e-mail address (if not more).
They are waiting for you to contact them.

Advertisers pay various amounts for CPL advertising depending on their product, demand, industry, closing ratio and profit margins. For instance, our new company, www.BackToLearn.com, helps colleges recruit adult learners. We charge $50 per lead. If a college can enroll two of every 10 prospects we send them, that means they paid $500 for two students.

Some college marketers have balked at our $50 per lead price. They say things like, “I can buy keywords on Google for $2 per person.” But if it takes 20, 30 or more clicks to generate one lead from your landing page, that means you’re paying $40to $60 per lead. So the price of keywords can be deceiving.

A click is not the same as a lead for your school. Though CPC advertising offers value, the price is cheaper because the person is higher up the funnel than a CPL prospect. That’s an important difference. The CPC person is a “suspect”; the CPL person is a “prospect.”

Whether it’s a Google keyword purchase, CPC campaign or traditional ad, you’re going to pay less with CPC because you still have work do to make that suspect a prospect. CPL leads are delivered to you ready to go as solid prospects. That’s why they’re worth the extra investment.

On top of all this, I suggest you keep in mind that though some online CPM, CPC and CPL programs are awesome additions to the advertising world, they are not the panacea as stand-alone campaigns. It would be a big mistake to drop all of your traditional advertising (TV, radio, print, etc.) and fly solo with online only marketing.

To have the most effective results, successful companies continue to use all these media to create a “surround sound” to their advertising message.

I hope this crash course helped you navigate the “cost per” world. If you have any questions, please feel free to e-mail me at david@nextSTEPmag.com, or call me at
(800) 771-3117 ext. 11.

How customers complain in the digital age...

2009-08-31T07:30:00.002-04:00

Here's some incentive for companies to have superior customer service...

http://www.youtube.com/watch?v=5YGc4zOqozo

The Entrepreneur’s Survival Tool-Kit

2009-08-29T11:57:00.002-04:00

No entrepreneur is an island.

That is the theme of my success as an entrepreneur over the past 14 years of Next Step’s life. I surely did not do it alone.

Because of Next Step’s incredible team, Next Step Publishing just made the Inc 5000 list for the third year in a row (http://www.nextstepmag.com/press) and I am very proud.

As mentioned, it’s not just me and I should be caned if I didn’t credit our team. Without them, we would never have achieved such awesome growth. A good team is the most valuable tool in any entrepreneur’s kit. Without a smart, passionate and engaged team, most entrepreneurs wouldn’t make it past running a small, local business.

We grew from a small Rochester, NY company to a nationally respected resource because of good ideas executed greatly by…OUTSTANDING PEOPLE.

But how does a neophyte entrepreneur learn how to hire, support and grow an outstanding team that helps to create an outstanding company?

I recently thought about that question!

And as I looked back over the years to examine our success, I examined what resources I have surrounded myself with that have helped me to personally grow, hire well and maximize the team’s performance, all while adhering to our standards and core values.

I started writing down the people and resources which have allowed me to not be alone as an island in the rough waters of entrepreneurship. In my opinion, I have created a survival tool-kit for the passionate, humble and ever-curious entrepreneur who aspires to grow; both professionally and personally…

The Entrepreneur’s Survival Tool-Kit:

1) Verne Harnish
Verne founded EO – Entrepreneurs Organization (www.eonetwork.org). EO by far has been the most instrumental resource I have been a part of. It’s a global organization of more than 7000 entrepreneurs which hosts monthly forums (confidential support roundtables), local/global learning events, online networks/resources, executive education programs and much more. The things that I have learned and the people that I have met because of EO, have undeniably influenced the growth of our company in many, many ways.

Verne, is now the CEO of Gazelles (http://www.gazelles.com/), a company that works with growing companies and their leaders. He has also written a must-read book called “Mastering the Rockefeller Habits.” This book has become the operational DNA for our company and thousands more.

2) Ari Weinzweig and Paul Saginaw from Zingerman’s (http://www.zingermans.com/). These two guys went from starting a small deli in Ann Arbor to creating a vision driven, community business model that has many entrepreneurs spinning their heads with excitement! Instead of expanding their deli nationwide, they decided to create a Vision Statement detailing their future plans of creating a community of related businesses in the Ann Arbor area. The philosophies that helped them to become an Inc Magazine Coolest Small Company in America (http://www.inc.com/magazine/20030101/25036.html) are now taught in one of their spin-off companies called ZingTrain (http://zingtrain.com). I have been to their seminars and have implemented many of their practices in Next Step’s business model.

3) Jack Stack
The Great Game of Business (http://www.greatgame.com/). Our newest learning adventure at Next Step is Jack Stack’s philosophies on open-book management. He has co-written two books with Bo Burlingham, (one of my favorite authors as you’ll read below) about his experiences with open-book management and giving his employees a stake in the game for optimal success. The books are called “The Great Game of Business” and “A Stake in the Outcome.” His company also holds seminars about the process.

4) Bo Burlingham
Bo is an author and editor at large of Inc Magazine. I suggest reading all his books as soon as you can. There are the two mentioned above with Jack Stack and also “Small Giants” and “The Knack” (co-authored with entrepreneur and Inc. columnist, Norm Brodsky). I read Small Giants when it first came out and it profoundly influenced me. And still does. It truly reshaped my ideas about how to grow Next Step and it continues to be a rudder of my thinking. The book has gained so much popularity that there is now a Small Giants seminar at ZingTrain and also has spawned its own community (http://www.smallgiantscommunity.com/). “The Knack” is also a must read. Norm and Bo do a great job at detailing the tools entrepreneurs need to run a business but rarely learn! I suggest all entrepreneurs read it and the earlier the better.

5) Inc. Magazine
(http://www.inc.com/) If you can’t tell, I do love Inc. Magazine and hope it’s around forever. It’s the only magazine of its kind that really gets into the nitty-gritty of helping small business entrepreneurs grow their company. The magazine is always full of helpful stories of real-life entrepreneurs; their struggles, successes and more. If you don’t subscribe, just buck up. The subscription price is peanuts and the content is extremely helpful. Plus they have great events like the Inc. 5000 conference. I went last year and had a blast; plus learned a ton from great speakers like Jim Collins and Norm Brodsky.

6) The New York Times
Yes, that’s right! No, not the newspaper. Their blog! They started a new blog for small business owners and it’s actually very helpful. It’s called “You’re the Boss – The Art of Running a Small Business.” The reason it’s so good is because, first of all it’s run by Loren Feldman, a former editor of Inc. Online. Second of all, many of the blog posts are written by down and dirty entrepreneurs. Like my friend Jay Goltz. Jay is an amazing entrepreneur that dispenses awesome advice whenever he talks or writes. He calls himself “The Thinking Entrepreneur.” Probably because he makes you think! I also suggest you read Jay’s book “The Street Smart Entrepreneur: 133 Tough Lessons I Learned the Hard Way.” Read the New York Times blog at: http://boss.blogs.nytimes.com/

Another one of my favorite entrepreneurs, Jen Walzer is going to start writing for the NY Times blog too. Her business is www.BackUpMyInfo.com and she has some amazing stories to share we well!

7) I’ve also started to incorporate some other helpful players into my game plan:

a. Cameron Herold. Cameron has been intricately involved in exploding many businesses including 1-800-Got-Junk and College Pro Painters. He now has his own company called BackPocket COO (http://www.backpocketcoo.com/) and works with many entrepreneurs to help grow their companies. I have seen him speak many times, ordered his DVDs and will be working with him soon to run a strategy session for Next Step. He tells me that he has a book coming out in the near future too!

b. Simon Sinek. I saw Simon speak a few months ago and loved his message. His purpose is to help people find the “why” in their life and/or business. Once you find the “why,” you can more easily inspire action! His message is powerful. He has a great blog (http://sinekpartners.typepad.com/) and also a book coming out soon – (http://www.sinekpartners.com/book.html). Simon’s message is so powerful, I asked him to write for Next Step Magazine (www.nextSTEPmag.com).

c. Keith Ferrazzi. I saw Keith speak about four years ago when he had just finished his first book “Never Eat Alone.” His presentation was fantastic and touching. His story moved me. I am currently reading his new book called “Who’s Got Your Back” and so far it is outstanding (http://www.keithferrazzi.com/WGYB/). Keith also has a great blog that I suggest you subscribe to (http://www.keithferrazzi.com/blog/).

So there you go! If you incorporate these people and resources into your entrepreneurial life, your learning curve will be reduced by 75% - guaranteed! Ok, well I can’t guarantee that but I assure you, you’ll hit the ground running a lot faster!

The best way to incorporate them is to go to their seminars, read their books/blogs, watch their DVDs and meet them! As the late, great Earl Nightingale once said “All you need is the plan, the road map, and the courage to press on to your destination.”

Great article on health care reform from Whole Foods founder

2009-08-21T10:17:00.001-04:00

http://online.wsj.com/article/SB10001424052970204251404574342170072865070.html

There has always been blue Jell-O for students entering college this year

2009-08-18T14:42:00.005-04:00

As the founder of Next Step, a magazine for college bound teens, I am always amazed at how far away I am getting from being a college bound teen. Thank God for young employees!

The Beloit College Mindset List for the Class of 2013

Most students entering college for the first time this fall were born in 1991.

For these students, Martha Graham, Pan American Airways, Michael Landon, Dr. Seuss, Miles Davis, The Dallas Times Herald, Gene Roddenberry, and Freddie Mercury have always been dead.
Dan Rostenkowski, Jack Kevorkian, and Mike Tyson have always been felons.
The Green Giant has always been Shrek, not the big guy picking vegetables.
They have never used a card catalog to find a book.
Margaret Thatcher has always been a former prime minister.
Salsa has always outsold ketchup.
Earvin "Magic" Johnson has always been HIV-positive.
Tattoos have always been very chic and highly visible.
They have been preparing for the arrival of HDTV all their lives.
Rap music has always been main stream.
Chocolate chip cookie dough ice cream has always been a flavor choice.
Someone has always been building something taller than the Willis (née Sears) Tower in Chicago.
The KGB has never officially existed.
Text has always been hyper.
They never saw the “Scud Stud” (but there have always been electromagnetic stud finders.)
Babies have always had a Social Security Number.
They have never had to “shake down” an oral thermometer.
Bungee jumping has always been socially acceptable.
They have never understood the meaning of R.S.V.P.
American students have always lived anxiously with high-stakes educational testing.
Except for the present incumbent, the President has never inhaled.
State abbreviations in addresses have never had periods.
The European Union has always existed.
McDonald's has always been serving Happy Meals in China.
Condoms have always been advertised on television.
Cable television systems have always offered telephone service and vice versa.
Christopher Columbus has always been getting a bad rap.
The American health care system has always been in critical condition.
Bobby Cox has always managed the Atlanta Braves.
Desperate smokers have always been able to turn to Nicoderm skin patches.
There has always been a Cartoon Network.
The nation’s key economic indicator has always been the Gross Domestic Product (GDP).
Their folks could always reach for a Zoloft.
They have always been able to read books on an electronic screen.
Women have always outnumbered men in college.
We have always watched wars, coups, and police arrests unfold on television in real time.
Amateur radio operators have never needed to know Morse code.
Belarus, Moldova, Ukraine, Uzbekistan, Armenia, Latvia, Georgia, Lithuania, and Estonia have always been independent nations.
It's always been official: President Zachary Taylor did not die of arsenic poisoning.
Madonna’s perspective on Sex has always been well documented.
Phil Jackson has always been coaching championship basketball.
Ozzy Osbourne has always been coming back.
Kevin Costner has always been Dancing with Wolves, especially on cable.
There have always been flat screen televisions.
They have always eaten Berry Berry Kix.
Disney’s Fantasia has always been available on video, and It’s a Wonderful Life has always been on Moscow television.
Smokers have never been promoted as an economic force that deserves respect.
Elite American colleges have never been able to fix the price of tuition.
Nobody has been able to make a deposit in the Bank of Credit and Commerce International (BCCI).
Everyone has always known what the evening news was before the Evening News came on.
Britney Spears has always been heard on classic rock stations.
They have never been Saved by the Bell
Someone has always been asking: “Was Iraq worth a war?”
Most communities have always had a mega-church.
Natalie Cole has always been singing with her father.
The status of gays in the military has always been a topic of political debate.
Elizabeth Taylor has always reeked of White Diamonds.
There has always been a Planet Hollywood.
For one reason or another, California’s future has always been in doubt.
Agent Starling has always feared the Silence of the Lambs.
“Womyn” and “waitperson” have always been in the dictionary.
Members of Congress have always had to keep their checkbooks balanced since the closing of the House Bank.
There has always been a computer in the Oval Office.
CDs have never been sold in cardboard packaging.
Avon has always been “calling” in a catalog.
NATO has always been looking for a role.
Two Koreas have always been members of the UN.
Official racial classifications in South Africa have always been outlawed.
The NBC Today Show has always been seen on weekends.
Vice presidents of the United States have always had real power.
Conflict in Northern Ireland has always been slowly winding down.
Migration of once independent media like radio, TV, videos and compact discs to the computer has never amazed them.
Nobody has ever responded to “Help, I’ve fallen and I can’t get up.”
Congress could never give itself a mid-term raise.
There has always been blue Jell-O.
Beloit College - 700 College St. - Beloit, WI 53511 - 608.363.2000 - webmaster - Copyright © 2009

Dear Mr. President, Think health care, not sick care.

2009-07-30T07:06:00.003-04:00

Dear Mr. President, Think health care, not sick care.
Love, U.S. Small Businesses

President Obama is trying to rush a new U.S. health plan that would cover everyone in the country. Of course, once again, the people that have sacrificed and worked really hard will pay for it because they make too much money. It will have a huge negative impact on small businesses. Welcome to the new America – “Get penalized for success!”

Many small business owners will be the ones paying the bill not only for their employees but also in more taxes because as S-corps, their company’s profit puts them in the bracket to pay more; even though the total profit is often not what the owner takes home (in an s-corp, the owner gets taxed on total profit even though he/she may leave much of it in the company).

For the record, I am all in favor of helping my employees with their health care. Although it’s been getting harder to do so because of rising costs, my company contributes to employee premiums and HSA accounts. We switched to a high-deductible/HSA plan last year because of the rising costs.

We also participate in some of the nifty programs that our health insurance company offers. These programs are focused on rewarding healthy eating and lifestyle choices.

But if the President’s new plan passes, the burden will be even tougher. As it stands now, 60% of U.S. bankruptcies in 2007 were due to medical costs.

But don’t misunderstand me. I agree with the President. We do need a new plan. The current one is a race car speeding out of control. We do need change. But not like this.

Instead of trying to rush a new plan through the system before Labor Day, our government needs to take some time and think about the real problem. We’re treating sick people instead of helping healthy people. It’s not health care, it’s “sick care.”

75% of our health care costs are attributable to chronic and preventable diseases. And 40% of U.S. deaths are caused by lifestyle choices – smoking, poor eating and inactivity.

If small business and the wealthy are going to have to buck up more money, why should it be for supporting poor lifestyle choices and preventable diseases?

Instead, how about the money goes to programs that aim at intervening in patients’ lives, before they get sick. Our current system rewards people who are sick with pills and procedures. We are fixing what’s wrong instead of enabling what’s right.

Let’s stop providing disease care and start providing health care.

Good personal health care is an investment in one’s self and the nation. Prevention is a timeless notion and we need to get back to it. It's what parents have taught their kids for thousands of years. Somehow we have lost our way...

Prevention education - Our country’s health depends on it!

The Top 10 Things a Good CEO Should Be Doing

2009-07-08T16:29:00.003-04:00

Every year, our company Next Step Publishing (www.nextSTEPmag.com) goes through an employee review exercise. As most companies do, every employee gets reviewed by their manager but we add a few twists.

We have a huge place in the review for the employee to give feedback. Our goal is to see what we can do to help each person be the best they can be. And what better way to see how we can help than to ask?!

Another thing we do is allow each employee to offer feedback comments on each person in the company. These are pre-framed with questions to allow for constructive feedback and not pot-shots.

Since I don’t have a boss, I ask my managers to review me every year. And the entire staff is encouraged to offer anonymous constructive feedback.

So last year I got a comment that went a little something like this: “I really like Dave and love the company, but I am not sure what Dave does.”

At first this struck me as odd because I know I work my butt off and was surprised this person didn’t have a clear picture of what I do.

Then suddenly it all made sense and I felt good about it. In my thinking, a good CEO is not involved in the day to day details and the team may wonder what the heck he/she does.

A good leader is working from a higher altitude, making sure everything is moving forward. As Michael Gerber says in the E-Myth (http://www.e-myth.com/), a good CEO/Entrepreneur should be working ON the business not IN the business.

I learned from friend and entrepreneur Cameron Herold (www.backpocketCOO.com), success is determined by how well the CEO hires “how” (how to get things done) people while he/she focuses on “where” (where is the company going).

A good metaphor for an effective CEO/Entrepreneur is a duck. You see, a duck's head and body above the pond look calm and graceful; but if you look under the water, the legs and feet paddling like crazy! So a good CEO appears to be a calming, confident force but under the surface, he/she is kicking like crazy!

So to get back to that employee’s comment about not knowing what I do. I started to think about what I do and/or what I should be doing.

Here is the list I came up with.

1) Inspire. A fish rots from the head down. If the leader (the head) of a company doesn’t inspire the team, passion, creativity and loyalty will be non-existent.

2) Coach. A good leader doesn’t solve problems; he coaches his team to solve problems. Many CEOs think they need to play God and solve all the problems so they look good. Baloney. The leader will have more time to inspire, create and do more meaningful activities if he doesn’t have to solve every problem.

3) Watch over the finances like a hawk. This really should be #1, because no cash flow, no business. Nuff’ said?

4) Liberate Passion. A good leader natures, encourages and liberates passion. A bad leader squashes it by once again, trying to play God and thinking that all ideas must come from him.

5) Grow Leaders. A good CEO is not afraid to pass on the knowledge and plant seeds for future leaders. He is a teacher. The only way a company will grow is if there are future leaders with common vision and values.

6) Drives the Vision. As mentioned above, a good leader is the “where guy/gal.” She lays the blueprint of where the company is going. She does not necessarily describe how the company will achieve the vision; rather she sets the vision and leads the dream. Remember Martin Luther King, Jr. said, “I have a dream!” He did not say, “I have a plan.”

7) Communicate. What good is it having a vision and a dream if nobody knows about it? An effective CEO cascades her vision to the rest of the company on a regular basis. She develops a rhythm where the vision is discussed and communicated often. When the team starts to recite it back to the CEO, it’s starting to take shape!

8) Disrupt Comfort. My old friend and consultant John Engels (http://www.leadershipcoachinginc.com/) warns CEOs of company harmony. Many harmonious companies are about a hair away from bankruptcy. Why? Because when there is harmony, there is often passive aggressive behavior; meaning that nobody wants to rock the boat and discuss uncomfortable issues in the workplace. A good leader will poke and prod at harmony and make sure that it not a cover for discomfort.

9) Listen. Many CEOs love the sound of their own voice. Effective CEOs remember that God gave us two ears and one mouth; and that we should use them in that proportion. A CEO that does not listen to his team will have to be content with only getting a small portion of the complete picture.

10) Set the Culture. If a CEO takes short cuts, he will attract like-minded souls. If he guides the organization with morality, integrity, love, fun, creativity, loyalty and the ability to give candid, yet tactful feedback, he will create a company that produces super-uber cool products all while being an incredibly satisfying and ethical place to work.

So there you go. That is my ultimate job description. As with everything, it’s a work in progress but certainly is a great roadmap for success!

Responding to Discomfort

2009-06-12T15:22:00.001-04:00

This is a guest post from my friend John Engels. For more on John, go to: http://www.leadershipcoachinginc.com/

Responding to Discomfort-June, 2009

A client I will call Zach confided in me the other day that the most difficult relationship for him is the relationship with his boss.

“Have you told him that?” I asked.

“No I have not. That’s not comfortable for me.”

Another client, whom I will call Joan, related to me that her teenage daughter, an inexperienced driver, insists she should be given
permission to drive friends to social events on weekend evenings.

“I don’t want her to drive with friends in the car, especially on weekend nights,” her mother told me.

“Does Joan know what your position is on this?”

“No, if I told her she would go ballistic, “said the mom.

Have you noticed how often you avoid uncomfortable conversations and encounters?

For leaders, the consequences of side-stepping difficult yet important discussions can be particularly dire.

Dr. Murray Bowen, the eminent psychiatrist whose clinical research and ground-breaking ideas anchor our approach to leadership development, made the following observation:

“Less well-differentiated bosses are more inclined to make decisions based on the feeling of the moment than on principle and reality.”

Dr. Bowen’s term, “well-differentiated” refers to any individual’s degree of emotional maturity.

More mature leaders tend to operate from thoughtful positions rather than from automatic reactions.

We all fall prey to the knee-jerk impulse to avoid whatever feels uncomfortable.

This is an area of immaturity that each of us can work on.

The automatic reaction to duck discomfort can be countered by the following high-maturity strategies:

CALMNESS – when leaders can maintain a non-anxious presence, they are less susceptible to impulsive avoidance.

What routines help you stay calm? Do you go for walks, pray or meditate, vigorously exercise, take short breaks away from work?

A long-time client shared with me that talking with close friends helps him calm down.

Another gets up early and takes a half hour bike ride a few mornings a week.

Whatever works for you is what to do.

PERSPECTIVE – leaders who see with a wider viewing lens tend to be less threatened by discomfort.

Individuals who have observed or experienced real suffering will be better able to take garden-variety discomfort in stride.

The vastness of the universe, the fleeting nature of a single lifetime, the awe of the natural world, one’s gratitude for deep love – all these experiences keep leaders grounded and less fearful.

Leaders who are well-connected within their nuclear and extended families have a solid emotional base from which they approach the world. They are more likely to believe that an uncomfortable conversation is not a federal case.

CLEAR THINKING – from a place of calmness, the first thing leaders notice is a capacity to think more clearly.

Clear thinking produces questions and strategies that lead to better decisions.

Instead of automatically avoiding, thoughtful leaders ask:

“What’s in the best interest of the organization?”

“How can I engage this person I am uncomfortable with?”

“What tone of voice would be most productive?”

“What outcomes do I want?”

“What’s the worst that could happen if I initiate a tough message?”

Instead of hoping problems go away, leaders think to themselves:

“This is something I can handle.”

“I’m not going to let my discomfort stop me from doing what makes sense.”

“I’m going to give this person a chance to grow.”

“I remember past experiences with this - I always feel nervous going in and relieved coming out.”

“If I act with courage in this situation, I am teaching my employees and my own children to do the same. That alone makes it worthwhile.”

Discomfort has been called the necessary companion of progress.

The best leaders move towards and through discomfort instead of nervously looking for ways around it.

Copyright 2009 Leadership Coaching, Inc. All rights reserved.

What do Entrepreneurs and Grasshoppers have in common?

2009-06-03T06:24:00.003-04:00

My new entrepreneurial hero is David Hauser, founder of Grasshopper (formerly GotVMail). I just completed an executive education class with him at MIT as part of an EO-Entrepreneurs Organization program.

He gave a presentation on how he just re-branded his company and yes, it involved Grasshoppers. Chocolate covered ones...

So they changed the name of their company and needed a big splash. Their company services entrepreneurs on the go who need phone service, voicemail and call forwarding, etc... on the go.

David also has a goal of having people associate the word "entrepreneur" with "grasshopper." What better way to do that than to send 25,000 chocolate covered grasshoppers to influential business and media people around the country?

Yes, that's what he did. 5000 bags of five grasshoppers a piece smothered in chocolate. YUM!

It worked. He was on CNN, FOX, tons of newspapers, blogs and much more.... I am sure it added up to hundreds of thousands of dollars of advertising for his company.

Could it get any cooler than that?

But what, there's more!

The campaign was also a push to David's new video that supports the cause of entrepreneurs. This video is so amazing that it actually moves me to tears (almost). Whether you're an entrepreneur or not, please take a moment to watch his two minute video. It will give you hope for our country! And also make you wonder why the bailout money is going to paralyzed goliath elephant companies rather than innovative, nimble entrepreneurs...

http://www.youtube.com/watch?v=T6MhAwQ64c0

Way to go David. You are my new entrepreneurial hero!

Top 10 Reasons Print Should Remain a Vital Part of Your Marketer's Mix

2009-05-28T22:43:00.000-04:00

Considering that my company publishes a national magazine for college-bound teenagers, you might think the title of this article paints me as self-serving.

Maybe you think I am trying to preserve print because it’s our company’s core product. But even though our printed magazine brings in the lion’s share of our revenue, it’s not why I’m trying to convince you that print is still tremendously relevant.

Actually, our company is much more than print. We are a Web site, an online community, an e-mail marketer, an online newsletter. We have a social media presence, we instant message with our readers, and oh, we print a magazine, too.

But here’s something that may surprise you.

Besides delivering great content to our readers, branding opportunities and leads for our advertisers, our magazine is also an amazing traffic generator. In fact, our magazine is the number-one driver of traffic to our Web site. It’s like buying keywords, only better!

The magazine also drives traffic for our advertisers. Third-party research shows that 60 percent of our readers visit an advertiser’s Web site after viewing their ad in Next Step!

I am going to pitch this list to David Letterman for his show. But just in case he doesn’t pick it up, I’ll share with you my “Top 10 Reasons Print Should Remain a Vital Part of your Marketing Mix.”

10. Print provides differentiation. How many of the millions of Web sites out there have a print magazine to drive traffic to it? The vast minority, I assure you. Print vehicles provide a unique strategy to drive traffic to your online marketing.

9. Print offers incredible branding. Nothing makes a brand more recognized than a beautiful ad in a glossy magazine. A well-designed ad is an engaging experience for readers. And by the way, according to a recent MRI/Next Step poll, 55 percent of teens say they pay a lot of attention to print ads.

8. Print makes introductions. Print is a great party host because of the talent it has introducing readers to your brand. An effective print ad stands in the crossroads between readers and advertisers. And your keyword purchases become more effective if customers have already been introduced to your brand.

7. Print readers are focused. It’s hard to engage in other media when you’re reading a magazine. In the world of multitasking—where people are texting, e-mailing and listening to their iPod while watching TV—it’s hard to get noticed. But it’s hard to do anything else when you’re reading a magazine! In fact, according a survey done by Ball State University, magazines are the exclusive or primary medium 85 percent of the time they are used by consumers.

6. Print travels. A magazine is your companion wherever you go: your favorite chair, your bed, an airplane—even your bathroom. A laptop on the porcelain throne just does not offer the same experience.

5. Print sways trendsetters. “Influentials” (those who sway other consumers) are themselves influenced by print. Check out this influence ranking, from the MRI Survey of the American Consumer:

1. Magazines: 61 percent
2. In-store: 58 percent
3. TV: 55 percent
4. Newspaper: 53 percent
5. Radio: 44 percent
6. Free samples: 39 percent
7. E-mail: 26 percent

4. Print drives users to other platforms. According to the Retail Advertising and Marketing Association, 47.2 percent of shoppers are most likely to start an online search after viewing a magazine ad. Our own research shows that more than 75 percent of nextSTEPmag.com users type in the URL directly—which they likely got from reading the magazine.

3. Readers are receptive to print. Fact: People remember effective print ads. In fact, magazine ads have the second highest receptivity of any media, second only to TV. But try to “TiVo” a magazine ad!

2. You can pass along print, and it has longevity. Magazines get shared and passed on in households and among friends. And they stick around. Check out your own coffee table. Any magazines there that have been hanging around a few years? Have you ever tried to share a Web site in a dentist office?

1. Print is a lead-generation tool! Used correctly, print drives leads to your prospect funnel. Good print vehicles have a mechanism to deliver targeted leads to their advertisers. (Yep, we have one too.) So at the very least, consider print a unique, effective lead generation tool!

So there you have it, the top 10 reasons why print should remain in your marketers’ media mix! The world is changing fast, and you have to keep up. Your ability to combine the new with the proven will determine your success.

America’s schools need a Ctrl, Alt, Delete. (Reset)

2009-05-06T06:36:00.003-04:00

Last month, I wrote about how basic life and financial skills are not required to be taught in our schools. We continue to teach the same core subjects that were taught in the 1940’s. The world has changed tremendously but our street smarts have not kept up.

Here are some facts of how America has changed since the year 2000 (as reported in the January/February 2009 issue of The Atlantic Magazine).

Hours of video game per person/per year: 2000: 65 2008: 80
Personal Savings (% of income): 2000: 2.3% 2008: 0.6%
Consumer Credit Card Debt: 2000: $684 billion 2008: $966 billion
Gross federal debt as % of GDP: 2000: 58% 2008: 67.5%
Family Health Care premiums (average): 2000: $6438 2008: $12,680
States with obesity rates below 20%: 2000: 28 2008: 1
People without life insurance: 2000: 39.8 million 2008: 45.7 million
People in Poverty: 2000: 31 million 2008: 37 million
Inmates in custody: 2000: 1.9 million 2008: 2.3 million
Street Price/gram of Meth: 2000: $180 2008: $365
Hours of TV per person: 2000: 1502 2008: 1704
Market cap of GM (General Motors): 2000: $28 billion 2008: $3 billion
Market cap of Apple Computer: 2000: $5.5 billion 2008: $88 billion
* We love our iPods!

I see some trends.

Albert Einstein once said, “The definition of insanity is doing the same thing over and over again and expecting different results.”

I am not saying we need to remove science or math courses; we definitely need to produce more scientists and mathematicians from our country. But not everyone is going to be a scientist. But everyone needs basic financial and life skills in order to be a well functioning adult.

So why are we teaching courses that only a few will need and not teaching courses that everyone will need? I think it’s a good question that deserves an answer.

Our schools have basically been doing the same thing over and over again for a long time. It’s time for an overhaul so that our youth will be prepared for life; a life without credit card debt and health problems due to poor eating/lifestyle choices; a life where a person has the skills in order to implement a life strategy that involves saving money, proactive planning and a basic understanding of finance, accounting and life skills.

Here is my dream. At the age of 18, upon high school graduation, the average American knows:

The basics of money – Interest, compound interest and understands the destructive forces of personal debt. Money is a tool to be used.

The power of a good career – Taking the time to access one’s natural strengths and matching a career path to it. A secret to a fulfilling life is finding a purpose and a good career can often be a big part of this.

Banking – Being able to manage one’s finances, manage a checkbook, read a basic financial statement (most people will have a 401K/IRA but can they read and understand the where and how their money is doing?).

Ethics – Understanding integrity and the power of compound honesty. Knowing that there are no long term short cuts.

Budgeting – Creating one and living on a budget. Having a pro forma for life. Knowing what a pro forma is! Establishing credit and then using credit properly. Understanding that you can’t buy a $500K house on a $50K salary.

Food – Knowing the basics of good eating. Being able to cook some meals. Knowing the destruction that take place in one’s body over the long haul with bad food choices.

Overall health – Having an exercise strategy that becomes a daily/weekly habit.

Investing – Knowing about stocks, bonds, mutual funds and the risks that come with it. CDs and Money Market accounts. Planning for retirement.

Insurance basics – Understanding of health, car, home, disability and life insurance.

Imagine if your average American teen graduated high school with an understanding of these skills. How much better would you feel about our future?

Now imagine if today your average American had these skills. Maybe we’d be in a different place today?

I am not just venting here. I am actually going to do something about it. Stay tuned and/or e-mail me if you want to help. I can be reached at: David@nextSTEPmag.com

7 Stress-Busting Strategies Every Entrepreneur Needs Now

2009-04-20T21:58:00.003-04:00

This is a guest post from my entrepreneurial friend Maria Pascucci. She is a recovering stressaholic, founder of CampusCalm.com and author of Campus Calm University: The College Student’s 10-Step Blueprint to Stop Stressing & Create a Happy, Purposeful Life.

7 Stress-Busting Strategies Every Entrepreneur Needs Now

Why would entrepreneurs need stress relief? Between our golf outings and yacht parties, 2-5 pm Happy Hours and all those other fun things that the rest of the world envisions us doing on a Tuesday afternoon, aren’t we [cue the yawn] above stress? Well, any business owner working on deadline with 76 “urgent” emails in her inbox can safely say that entrepreneurs are not exempt from stress, or the havoc it wreaks on our lives.

Let me state upfront that stress isn’t bad. We all need a healthy amount of stress in our lives because it keeps us motivated and challenged as we try new things. But, when stress becomes overwhelming and we don’t know how to deal with it in healthy ways, that’s when it starts to interfere with our lives.

According to the American Institute of Stress, workplace stress costs more than $300 billion each year in health care, missed work and stress-reduction. April is National Stress Awareness Month. Today is the day to take charge over your stress. Here are seven strategies to help you out:

1. Surround yourself with positive people.
Entrepreneurs need a support network of positive people who understand the challenges involved in running a business. When I decided I wanted to launch a business, a few family members attempted to be supportive. My husband and parents were great, but many others didn't even try to get it. A former friend actually said to me, "Oh, you're just playing all day." A relative commented to my husband, "Everyone hates their jobs. Why can't Maria just go to work like the rest of us and deal with it?" Truly positive people are brave enough to be honest with entrepreneurs, while still being supportive and having a positive attitude.

2. Invest in a mentor.
In times of stress, turn to your mentors for inspiration, encouragement and wisdom. A mentor can inspire you to think bigger because she has been there and done that. A mentor wants to see you succeed and she's going to hold you accountable to your goals. A mentor will also help you get out of your own way to achieve success and happiness by helping you learn how to ignore your inner critic. Sometimes we sabotage our own success without even realizing we're doing it. You can find mentors everywhere. Look at your colleagues, community leaders (thanks Dave!) and professional organizations; read writers you admire. The possibilities are endless!

3. Avoid catastrophic thinking.
"Oh my God, sales are down for the month, my business is going under, I'm ruined, I'm going to have to uproot my family to my parents' basement and listen to my father tell me for the umpteenth time in between bites of mac ‘n’ cheese and hotdogs, "I told you that you should have gotten a real job." Sound familiar? Stop! 

4. Correct with rational thoughts.
"Okay, sales are down for the month. BREATHE! I'm going to gather my team together to discuss why this happened and brainstorm how we can boost sales for the coming months. Let's survey our customers and have them tell us exactly what they need from us. Then we'll find creative ways to deliver it. I'm going to see this temporary setback as an opportunity to develop resilience as an entrepreneur."

5. Develop resilience.
Successful entrepreneurs recognize that "positivity" is a personal choice. They realize that when they choose to see the gems life has to offer instead of the grime, they will be happier, healthier and more satisfied for it. Successful entrepreneurs choose to be resilient and then learn how to craft the tools that will allow them to build the businesses and lives they desire.

Suggestions: read books like The Resiliency Advantage and The Power of Failure

6. Love yourself.

Truly successful entrepreneurs recognize that self-love is the key to success. No, that doesn't mean posing in front of your bedroom mirror for hours and basking in the glow of your own vanity. It does mean making your body a priority. Like taking the time to nourish it with healthy food, getting adequate sleep and exercising. Practicing relaxation. Understanding that "me time" is a necessity, not a luxury that’s earned.

Be honest. Are you experiencing any of the following stress overload warning signs? :

1. Change in sleep patterns: too much or too little sleep
2. Change in eating habits: either too much or too little
3. Becoming angry over nothing or crying very easily
4. Frequent stomachaches, headaches or skin breaking out (yes, adult acne does exist, it sucks and chronic stress is the number one culprit)
5. Constant negative self-thoughts and anxiety over everyday things
6. Withdrawing from friends and loved ones.

If you’re really struggling to get your life and business under control, consider reaching out to a counselor or a life coach. Invest in your business by investing in yourself. From one high-achieving entrepreneur to another, I can tell you that good health is an achievement to be VERY proud of!

7. Practice gratitude.
We entrepreneurs work hard to invest our time, passions and strengths into our own businesses, those enterprises designed to help others while teaching us (thankfully) that we are so much larger than ourselves. I don't know about you but I remain grateful, awe-inspired in fact, for that realization every single day of my life!

**Check out Maria's site at: http://www.campuscalm.com/

I'm on TV!

2009-04-10T09:00:00.001-04:00

EOtv that is... Stands for Entrepreneur's Organization TV
http://www.eonetwork.org/eotv/Pages/EOtv.aspx
Skip to 5:57 for the good stuff :-)

Cool Entrepreneurial Tools

2009-04-07T06:12:00.003-04:00

A friend, Cameron Herold, the former COO of 1-800-Got-Junk, now helps entrepreneurs with his company called BackPocket COO. He has some helpful learning tools for entrepreneurs at http://www.backpocketcoo.com/. He is offering a 20% discount on his Leadership CDs to all my readers. Use this promo code: HSDC2009.

Business courses not relevant in high school? PART 2

2009-04-02T06:47:00.000-04:00

It seems like I uncovered an emotional issue two days ago when I wrote about the superintendent of Holley, NY wanting to get rid of the business department and its classes (see 3/31 blog entry).

I heard from business teachers and the regular folks alike, all with a similar message; how could this happen?

Well, I have learned more. The superintendent of Holley, NY is not the source of the blame. It's the New York State Board of regents. They make the graduation requirements and business is not one of them. The problem is that they would have to cut something else to fit in business class requirements.

Once again, not to knock today's (and 1940's) core curriculum; the world definitely needs scientists, mathematicians, history buffs and masters of the English language, but how much of these courses are relevant for ALL students? I mean when was the last time my knowledge of an endoplasmic reticulum (biology reference) came in handy? (I think just now, for this article).

Here's my point: Today's core curriculum serves as a base for some people but not all. A class in understanding how basic financial principles work like how to read a financial statement, the power of compound interest, how banks work, creating a budget, understanding credit cards, tax basics and insurance basics would be valuable for ALL students! Who doesn't need to know that stuff? Why isn't this stuff mandatory in school? People really need those skills in life! We're teaching our kids a bunch of stuff they will never use while the core life stuff goes astray.

And you know what; kids love learning about this stuff! Whenever I am guest speaking in a school and talk about business skills, even the trouble maker kids' eyes light up!

Below is a course that is an elective in a local high school. It's beyond me why a course like this isn't mandatory. It's also beyond me why the superintendent of Holley, NY or The NYS Board of Regents doesn't think a course like this should be mandatory. If you look at the general publics' lack of basic financial and business knowledge, it's no wonder we're in a complete mess today.

Please take a look at this course below. Which would you rather have our high school learning about; these business/financial skills or endoplasmic reticulums? If you think this business class would be better for our kids, please contact the superintendent of Holley, NY and or The NYS Board of Regents.

MONEY BASICS
• Interest Basics
• Simple Interest
• The Power of Compound Interest
• The Time Value of Money
• Living With Inflation

CAREER PATHS
• Job Basics
• Career Exploration
• The Effects of Job Location
• Applying For a Job

TAXES & PARYOLL DEDUCTIONS
• Tax Basics
• Income Taxes
• Sales & Hidden Taxes
• Payroll Deductions

THE WORLD OF BANKING
• Banking Basics
• Keeping Banks Safe
• Banking Services
• Selecting a Bank
• Fringe Banking

LIVING ON A BUDGET
• Budget Basics
• Creating a Budget
• Maintaining a Budget

SPENDING DECISIONS
• Spending, Debt, & Credit
• Managing Debt
• Establishing Credit
• The World of Credit Cards
• Identity Theft

INVESTING FOR THE FUTURE
• Investment Basics
• Investment Risks
• Low-Risk Investments
• Stocks, Bonds & Mutual Funds
• Investment Taxes
• Starting to Invest

AUTOMOBILES
• Automobile Basics
• Purchasing a Vehicle
• True Cost of Owning a Vehicle

HOUSES AND HOMES
• Home Basics
• Preparing to Buy
• Closing the Deal
• Home Mortgages
• True Cost of Owning a Home

INSURANCE
• Insurance Basics
• Health Insurance
• Life Insurance
• Auto Insurance
• Home Insurance

RETIREMENT PLANNING
• Retirement Basics
• Social Security
• Retirement Plans
• 401K
• IRA and Roth IRA
• Retirement and Taxes

Business courses not relevant in high school?

2009-03-31T06:38:00.001-04:00

Now, I am officially worried about the future of our country.

The superintendent of the Holley, New York school district has proposed elimination of the business department. He did not replace the retiring department chair two years ago and now is firing the remaining two teachers. It appears that he feels that business is not a relevant enough field for the high school students of Holley, so he moving to eliminate it.

If I lived in that district, I would move.

Business skills not relevant in today’s world? What?! Is this guy living in some sort of fairytale bubble? Or does he just have an ax to grind? Maybe he failed Business 101 in college and is now getting even? I really can’t understand his thinking; and I am a pretty empathetic guy! While many high schools and colleges are adding more business/entrepreneurial courses, This superintendent has decided to move Holley’s core curriculum back to the 1950’s.

Don’t get me wrong, science, math, English and social studies certainly still have their place in today’s high school line-up, but so does businesses! Business and entrepreneursism are among America’s last unique competitive advantages. We certainly don’t make much anymore in our country. But at least we can still run the company and then work with the rest of the world to create the product.

I don’t know about you but I haven’t used too many of my high school trigonometry skills lately, nor have I dissected any frogs. What I have used is my public speaking skills, business writing and other business skills that I learned in high school and college.

Even if a student doesn’t enter directly into the business world, the thought process that business classes can create is extremely valuable. For instance, scientists are at an advantage if they can figure out how to bring their research to benefit the masses. This is usually done through a…..come on, say it with me….. A BUSINESS!

This superintendent is putting Holley, NY high school students at a great disadvantage to compete in the real world. I am surprised the parents in the district are not revolting. In my opinion, the school board should remove him and put in place a superintendent who is forward thinking and cares more about the skills that Holley, NY graduates will bring forth to the world.

TOP 10 Tips To Make Money In A Recession

2009-03-23T06:33:00.001-04:00

Tips from friend and former COO of 1-800-Got-Junk Cameron Herold:

http://www.youtube.com/watch?v=o1F9u3sPep4

Ultimate Customer Service

2009-03-18T21:04:00.001-04:00

We lease our company laptops from Dell Computer and have been very happy with them; as of until last week. Jan Resch, Next Step’s VP of Finance and HR got a semi-harassing call from a Dell customer service about our monthly lease bill.

He asked why it hadn’t been paid yet and wanted her to pay it over the phone to avoid collections. Collections?!

Here’s the rub; it wasn’t even due yet! The rep called on the 11th and the bill was due on the 15th. Also keep in mind; we have never been late with Dell. Our credit is perfect with them. Jan told the pit bull that the check was in the mail and she would not make the payment over the phone.

You would think that was the end of the story, right? Wrong. He called again this Monday, the 16th. Apparently, the check did not arrive yet. Maybe the Rochester to Austin route is slow lately?

This type of behavior led me to believe that either Dell is desperate for money or they have a really bad customer service rep. My hunch was the latter.

I am friends with Verne Harnish, the founder of EO – Entrepreneurs Organization (http://www.eonetwork.org/) and he now runs Gazelles (http://www.gazelles.com/). Michael Dell was one of the first EO members and Verne has remained friends with him.

Verne has always talked about how Michael is obsessive about customer service so I thought I would share this story with him. I encouraged him to pass on the experience to Michael himself because I thought he’d like to know. Most good entrepreneurs want to know about the good, bad and the ugly.

This type of feedback is always good to hear because a company can spend all the marketing dollars in the world, but it only takes one bad service experience to wipe out millions dollars worth of advertising.

So I shared my story with Verne yesterday. Guess what? This afternoon, I got a call from a woman named Carrie Perkins. She told me that Michael Dell heard my story and wanted her to call me as soon as possible.

*tear*

Ok, I’ll continue. Yes, I was touched, amazed, thrilled and many, many other awesome adjectives.

Carrie was a true pro. She has my account pulled up on her computer and could see that I have been a good customer for years. She could also see who this “harassing” rep was.

I had Jan come in and re-tell the experience. Carrie listened intently, made no excuses and apologized many times. She explained that this was not their policy and that this will be a “training experience” for the customer service rep in question. I hope “training experience” is not internal lingo for a firing because I believe everyone deserves a second chance!

Carrie continued to wow us and left us with her e-mail address and direct phone line. She said we can call her anytime about anything and she’ll get right back to us.

Talk about turning a negative into a positive.

Carrie, please know that I love you.

And I am love with Dell Computers again too.

Ten Thoughts For Business Leaders in 2009

2009-03-11T10:34:00.001-04:00

Ten Thoughts For Business Leaders in 2009
by Jack Smith (WPO St. Louis) of Collaborative Strategies, Inc.

1. Face, understand, and share the brutal facts (including the realistic worse case).

2. Be bold, (i.e., wake up every morning and ask: What is the boldest, most aggressive action and/or decision I could make today?).

3. Focus, protect, and plan around your strengths (e.g., key people, capabilities, and customers).

4. Prune everything that is weak, marginal, or unprofitable.

5. Have a six month supply of cash on hand or in clear view (at a minimum).

6. Raise and/or reset your expectations of employees and suppliers (e.g., hours worked, breadth/depth of responsibility, performance metrics, terms, etc.). Note: Use these difficult times to re-orientate your thinking and make your business stronger.

7. Communicate with and inspire/energize your people and your customers (e.g., positive recognition costs nothing and your ability to help absorb anxiety is greater than you think). Note: Get out of your office and on the phone!

8. Don’t think you have to go through it all alone. Most of the very successful CEO’s I know place considerable importance on having people outside of the firm that they can confide in.

9. Know that the years 2011, 2012, and beyond are likely to be some of the best years yet for your business in terms of growth and profitability (if you manage effectively in 2009).

10. Money has never been and will never determine who you are. You are…how you treat your family, friends, employees, business relationships, and what you do for charity, community, and our country.

Listen to WHAM Saturday at 10am!

2009-03-06T05:38:00.001-05:00

Tune in every Saturday morning at 10 am -- on WHAM 1180 AM-- for Eyes on the Future, a live, hour-long call-in show about working together to strengthen the area's economy and keep local business growing.

This Saturday (3/7), the show should be especially entertaining. That's right, I'll be on the show!

We'll be discussing how to start/maintain a business and what an entrepreneur should be thinking about during tough economic times.

The show will also stream live on WHAM's website, www.wham1180.com.

What’s Important for an Entrepreneur NOT to do.

2009-02-26T06:51:00.002-05:00

Often, entrepreneurs are so over-functioning that they feel the need to stick their nose in everything. It makes them feel good but is not necessarily what’s best for the company or its employees. They think that if their fingerprint is not on every little thing that comes out of the company, they are not being a good business owner.

The result is usually that the entrepreneur loses focus, becomes very fragmented and moves away from using his/her core strengths.

What’s worse is that he stands like a big tree over his employees and creates a shadow over them. And nothing grows well in a shadow. So, he stunts the growth of his biggest assets and therefore the company’s potential is never realized.

My dad’s cousin used to own a hair salon. He would spend about 10 minutes on my dad’s hair and charge him $20. This was with the “cousin discount.” This price used to bother my dad and one day he got the nerve to complain about it.

My dad said, “Fred, for $20 bucks you spend 10 minutes and barely cut anything off!”

Fred’s answer was classic. He said, “Sam, it’s not what I take off, it’s what I leave on.”

Nice answer I thought. And he was right. Fred could have cut my dad’s hair entirely off for the $20 but he would have looked terrible. Instead, he shaped it nicely and my dad had a handsome look!

I have learned to work this lesson in to my own business. I try to not “cut” too much into the responsibilities that belong to the talented people I have hired and work so hard to keep at my company.

It’s not about what I do all the time, it's about what I DON’T do.

It’s important to simply let my employees do their jobs. And they do them well! Especially when I give them the breathing room to do so…

My job is two-fold: To hire people much smarter than me in their respective fields and then get the hell out of their way so they can reach their potential.

It’s a win-win-win. The employee wins, I win and the company wins! Who can argue with that?

So, here’s a message to all those over-functioning entrepreneurs who think they have God standing on their shoulder guiding every move: Get the hell out of the way of your employees’ and company’s potential!

Remember, it’s not always what you do that counts; it’s often what you do NOT do that counts even more.

Facebook. A Roledex on Steriods?

2009-02-04T06:29:00.002-05:00

Are you on Facebook yet? If not, think again. It's not just for college students anymore.

I currently have 321 “really close” Facebook friends. And most of them are above 30 years of age! I have reconnected with a ton of friends from high school, college, post college, plus current friends and business associates. I have even met new friends on Facebook!

A lot of it is just fun stuff; reconnecting through photos, posts and writing on each other’s “walls.”

But there is some real value too. I now have a fair amount of my contacts all in one place and can reach them anytime and anywhere. I don’t even have to remember their email addresses!

It literally is a modern day rolodex. For all of you Gen Y’ers, people born before 1980 used to have this thing called a rolodex. It was a funny card catalogue type of contraption where you handwrote and stored your contact’s name, address and phone number. We would actually put it in alphabetical order and flip instantly in seconds to the person we needed to call! It was a modern marvel in its day…

Facebook is a modern day rolodex; on steroids.

This modern day rolodex actually has more than just names, addresses and phone numbers. It has the person’s profile, religious views, political stance, marital status, favorite music, photos, updates and much more!

I bet that if you were stranded in a city due to a cancelled flight, you could update you Facebook status to let people know and an old friend on Facebook from that city would see your update and let you sleep over. Who knows?

I have to admit it; Facebook is fun and useful. I love connecting with old and new friends on it. Not to taint it, but I have even done business on it. I couldn’t connect with a business contact through phone or email, so I “Facebooked” him.

You know what? He responded. Maybe there is such a thing as Facebook guilt?