How Ya Doing?

Wednesday, 10 March 2010, 16:22 | Category : competition, knowledge, management responsibility, measuring results
Tags : ,

In a previous post, I identified some of the advantages of using ratios to help gauge the health of an organization, including understanding how your organization compares not only to industry averages, but against the best you are up against.  The results may provide insight into areas of improvement, and areas where the company appears to have the advantage.  However, with every analysis comes the caveat to make sure you are truly comparing oranges to oranges, and not tangerines to oranges.

Take for example the results identified in the following numbers from a recent study of professional services.  The top performers here focused on narrow and highly specialized vertical industries.  They also addressed specific industry issues such as retail price optimization, commercial real-estate portfolio management, and call center optimization.  Only one was a global system integrator.

The benchmark covers six professional service segments: hardware and networking; software and SaaS, systems integration, managed services and management consulting. [source: ASPI Resesarch]  I found the news release on the study here.  If your company was in professional services and you wanted to compare your numbers,  these results might be a good place to start, and these measurements are good indicators.  However keep in mind that rarely does one size fit all – know where you organization may deviate from the ones being studied  as there may be other factors that could impact the results such as geographical differences, cultural differences, company size, client size.

The above chart and explanation were just examples, if your company offers different services seek out similar information and determine how your firm stacks up against the best and the rest.

Sometimes you need to take a step back and see what you are really looking at.

  • Share/Bookmark

Strategy: Mission Statements

As much as we want to be everything to everyone; life and business just do not work that way.  Companies that succeed know they need to hone their focus on their vision.  They translate this vision into a powerful mission statement.  They realize that  mission statements are more than pithy phrases or something to fill in because everyone else has one.  Have a clear vision and a succinct mission statement helps the entrepreneur and executive articulate what the business is, and what it stands for which is critical when communicating to potential customers, key stakeholders, new employees.

They help a company in three ways by:

Providing direction - Having a mission statement helps entrepreneurs focus on the path of the company instead of getting side tracked in the weeds.  They know the direction they want to take their company and can help everyone stay on track.  This is just as true with an established company as with a start up.  How many companies working on their five year plan ascertain whether their action plans align with their mission?

Determining decisions – Having the vision should make the decision process easier as it alongs everyone from the executives to the employees.  The goal has been identified, all decisions should be made with an eye towards achieving that goal.

Inspiring people - A strong mission statement excites and unites people.  It is a call to action.  People want to work for a company that sets its sights high and clearly articulates what it stands for.

Communicating about the company – Reading the mission statement provides insight in to the intent of the founders as to what the company is about (aside from making a profit and growing).  People want to know what you company does and what it stands for.

Some companies have very simple mission statements, such as Google’s “Do no evil” and others are more elaborate.  There’s a bit of a balance – too little does not provide necessary information and make it actionable, and too much can force companies in a corner “Be the best typewriter manufacturer in the world”.  Some maneuverability is key.  Developing a mission statement really forces a company to focus on what it is and what it wants to be.

Some questions to ask when developing a mission statement:

  • What do we stand for?  What are the basic value and beliefs that we want for this organization?
  • Who are the company’s target customers?
  • What are our basic products and services?  What need are we trying to satisfy?
  • What differentiates us from the guys down the street?
  • What are our customers goals and how can we help them achieve those goals?
  • What is our competitive advantage and what is its source?
  • What are our target markets?
  • Who are our company stakeholders, and what impact do they have on our company?  What are their goals?

Sometimes more than one statement or a multipart statement is required:

What is the mission statement as it relates to the product?

What is the mission statement as it relates to company performance?

What is the mission statement as it relates to societal issues?

Need some ideas?  Here’s a list of mission statements from some of the top technology companies.

  • Share/Bookmark

Top 10 Mistakes a Start Up Entrepreneur Makes

Most startups fail for one of the following reasons:

Poor Management Acumen

Many entrepreneurs start relatively early and consequently do not have a lot of management experience under their belt.  Often they are technical experts and lack business acumen, and either cannot or will not bring in the resources necessary for success.  This one is key, because even with all the necessary elements such as money and resources, if sound business decisions are not made, the company will wither.

Lack of Experience

How many times have you read about someone who wanted to quit the cubicle life and reinvent themselves as a chef or a jewelry designer or a wine maker?  Plenty, I’m sure.  However, making that leap without fully understanding what that business entails is trouble.  Knowledge can be acquired through additional education, training, and apprenticeships.  The entrepreneur needs to recognize the limits of her knowledge and seek out ways to fill the gap.

Poor Financial Controls

In addition to having proper financial controls in place, and having a solid understanding of the capital required.  Undercapitalization is a common cause for business failure because business run out of funds before they can start generating positive cash flow.  Entrepreneurs frequently underestimate the amount of capital required to start a company. So two take aways, one the ability to successfully manage cash, and two having sufficient cash to get through the initial hurdles are critical.  While profit is important, start ups need to focus on cash flow, and if a company is growing its probably chewing through a lot of cash.

Weak Marketing Efforts

Gone are the days when hanging a shingle on the door alerts your customers that you are in business.  Spurts of activity do not cut it – a sustained and continuous approach needs to be developed and adhered to otherwise your company runs to risk of being the best thing no one heard of.

Failure to Develop a Strategic Plan

No plan = no strategy.  How does your company propose to maintain its edge if it is not constantly looking for ways to keep ahead of the competition.  This plan is a living document that addresses changes and allows the entrepreneurs a glimpse at what they can realistically achieve.  It allows them to keep focused and not go after fleeting customers.

Uncontrolled Growth

Growth is a good thing – when it is planned and controlled.  Uncontrolled growth can lead to ill advised changes to organizational structure that bring unfortunate consequences.  Controlled growth allows for managed change in the organization and successfully integrates changes in business practices (inventory, financial controls, personnel)  Management needs to be able to handle these changes as generally problems that come up are more complex.

Poor Location

Location is tricky as an inherent conflict exist in drawing in customers and control cost through a lower rent.  For a retail business, location is critical as your store needs to be where your customers are, and outside factors contribute to a locations success, parking, public transportation, complimentary businesses.  Considerable thought must go into the selection beyond availability.

Improper Inventory Control

Give that one of the largest investments an entrepreneur makes is probably in inventory control, it is surprising to see that this area is often an achilles heel for many.

Some problems include:

  1. Too little inventory leads to unhappy customers
  2. Too much leads to unnecessarily tied-up funds both for the materials and their storage and handling.
  3. A combination of 1 and 2 – Too much inventory of what the customer does not want.

Incorrect Pricing

I’ve heard so many times, entrepreneurs take the cost and tack on some percentage for mark up, or intend to undercut their competition.  Both approaches are generally not the best pricing strategy, and can be downright dangerous.  Small business owners often underprice their products and services.  They need to know the cost, and what the competition charges, but other factors play in as well.

Not a Transformer

At some point, a start up becomes an established business.  This metamorphasis results in a new set of risks, issues and responsibilities.  Sometimes the entrepreneur is not prepared to make the change and they become ineffective.

To not fall into these traps, you need to be brutally honest with yourself; know your strengths and weaknesses.  If you do not have the answers are idea of how to go about resolving these problems – see assistance.  Consultants like myself have the experience and resources to address the issues and find the opportunities.

  • Share/Bookmark

What’s Your Number?

Most of the times, start ups are heads down, focused on what they need to do to keep afloat and make it to that next milestone.  Every so often its good to come up for air and take stock of how you are doing compared to your competition, and your industry in general.  One way to do this is to review your numbers, er ratios.  Sometimes just looking at the numbers themselves is overwhelming and they may not provide any context.  Ratios are a good way to get some context -not only for how you company is doing on its own but comparing it to industry averages.  A bit of research should provide you some good ratios to use as benchmarks. [Yahoo Finance is a good place to start.] If you are working with a banker or other investor they may offer some that they use.  Chances are they are measuring you against these averages so you should know how you are doing against these numbers.

Here’s a list of common ratios, that you as a business owner should be familiar with:

One point to remember is that this is a snapshot look at a company – and it too is can be missing some context.  All these ratios could change depending on the timing of cash flowing in or out; these ratios are not static.

Liquidity Ratios

current ratio – determines of a company has enough resources to pay its debts over the next year.  current ratio = current assets/current liability.  An acceptable ratio is generally 2:1 (the firm has twice the assets as debt).  As with everything exceptions exist – if you have a product that turns over faster than expenses are due, than a lower ratio is acceptable.

acid test ratio (AKA quick test, liquid ratio) – this number shows a firms ability to retire its current liability.  A good general ratio would be 1:1, but again this varies by industry, so it is important to understand what to measure against.   This number is (cash and cash equivalent + marketable securities + accounts receivable)/current liabilities

cash ratio – measures the ratio of  cash and cash equivalents against current liabilities.  This ratio is the most conservative of the ratios as it is a way to show how capable the company is of paying its debts without relying on the sale of inventory or receipt of accounts receivables.

cash conversion cycle (CCC) – Measures how long a firm will be short of cash if it elects to increase its investment in resources to expand customer sales

Profitability Ratios

profit margin analysis – determines what portion of the sales contributes to the income of a company and is the net income/revenue, or put another way its.  A low profit margin may indicate a pricing strategy

effective tax rate -alerts management to the tax rate the company faces (Income Tax Expenses/Pre-Tax Income).  This number most likely will not be the final number, due to various accounting factors, but it is a good indicator

return on assets ROA – measures a company’s profitability as a percentage of its total assets (net income/total assets ) x 100.  Also called return on investment.  Again, when these calculations are made has an impact.  Some businesses are cyclical so their ratios can fluctuate dramatically.

return on equity (ROE) – measures the rate of return on the ownership interest (shareholder’s equity) – This ratio is (net income after tax/shareholder equity)

return on capital employed (ROCE) – indicates the efficiency and profitability of a company’s capital investment.  The ratio is: EBIT/(total assets – current liabilities)

Debt Ratios

Debt-Equity Ratio (D/E) may also be called risk, gearing or leverage – indicates the relative portion of shareholder’s equity and debt used to finance a company’s assets.  The ratio is liability/equity

Capitalization Ratio – shows the proportion of the company’s debt to total capital.  Its a good way to peek at a company’s solvency.

Interest Coverage Ratio – indicates how well a company can meet its interest payment obligations.  The ratio is (EBIT/Interest Expense). If the number is less than 1, that means trouble, conversely if it is too high than is the company missing opportunities to invest through leverage?

Cash Flow to Debt Ratio – looks at the company’s operating cash flow to determine if it has the ability to cover its debt.  Care must be taken to understand what debt: short term, long term, or both.  Like all the ratios, there are nuances that must be understood for this ratio to have meaning and value.  A look at multiple ratios accounting for the different types of debt might be in order.

Operations Performance Ratios

Fixed Asset Turnover (FAT) – this ratio tells how well a company uses its fixed assets to generate sales.  A high ratio is generally better as it shows that a company does not have as much money tied up in fixed assets for revenue.  FAT = sales/ave net fixed assets

Sales/Revenue per Employee – show the average revenue generated per employee, and indicates how efficient a company uses its employees.  Growing and start up companies will show lower ratios, but industry averages will help determine the targets.  A good read on this topic, and here’s another.  CNN Money magazine even does a comparison.

Operating Cycle - This number is the average time from purchasing inventory to receiving payment.  The sam caveat applies, every industry is different, and all circumstances are different so its important to understand what factors drive your number.

Once a company has gone public there’s a host of other ratios to consider such as price/earnings ratio; price/earnings to growth ratio, dividend to payout ratio but I’ll leave that as a topic for another day.  Also, remember that these ratios are tools, just tools that can help management make decisions.  Understanding what they say is important, as is understanding how your company differs agains your industry norms and those of your competitors.  If you do not understand them or how to develop them for your business, consultants like myself can help.  If you have a finance person on staff, chances are they already have these numbers prepared, and they should walk you through what these ratios mean for your company.

Keep in mind, this list is not inclusive; dozens of ratios exist, and some might be more relevant to your business.  The goal of this post was to get you thinking about the power of ratios as a tool.

  • Share/Bookmark

Why Women Entrepreneurs Matter

I’ve been very busy lately, and consequently lagging on my writing.  I have several drafts that are taking more time to come together than anticipated.  That being said, a distraction for me is staying current on some great conversations around entrepreneurs.  This post came across my desk, and I thought it should be shared.  Maria Minniti of the Cox School of Business wrote:  Women Entrepreneurs: How they Fare Across the Globe and Why which I found a terrific read and I hope you share my enthusiasm.

Across the globe

The study of women entrepreneurs reveals new trends. Over the period 1975-1995, female self-employment grew by 60% compared to only a 20% increase for men. Recent data from the Center for Women’s Business Research showed that, between 1997 and 2002, women in the United States have formed new businesses at twice the national rate. The Global Entrepreneurship Monitor (GEM) project, a program of study about entrepreneurs world-wide, has shown a significant amount of female startup activity around the globe.

In countries with low levels of economic output (GDP), entrepreneurship offers a way out of poverty. As GDP grows, women may find more work options in large manufacturing or businesses serving large companies; they find more stable employment and may opt out of entrepreneurship. In countries with higher GDP, people may have the resources to go into business for themselves and the environment that allows for exploiting opportunities. Also women’s employment choices are shown to be more sensitive to the local environment than those of men. Minniti notes that some components are evolutionary, having to do with role of the family. “As long as we are the ones who are giving birth, it doesn’t matter if they [women] are from the U.S. or China – there are certain constraints.”

The majority of female entrepreneurship tends to be more visible and effective when connected directly to the improvement of living standards. Across the world though, women in richer countries are starting an increasing number of businesses with high economic potential and in high-tech sectors, in which women are traditionally under-represented. “The lack of women in high tech revolves around training and education issues,” Minniti explains. “In the past, women have not sought out engineering and sciences degrees. But that is changing.”

Motivation is an important factor in the decision to start a business. According to the 2005 GEM data, more than 97 percent of the respondents are involved in entrepreneurial activities out of two primary reasons – opportunity and necessity. Opportunity entrepreneurship reflects the desire to take advantage of an entrepreneurial opportunity when employment alternatives are available. From the GEM study of 2005, nearly 25% of women choose entrepreneurship out of necessity versus nearly 20% of men. The number of women who choose entrepreneurship because of necessity is concentrated in low-income countries. Thus, for women, entrepreneurship may represent an important means of circumventing unemployment and, in some countries, a way out of poverty.

Women in low-income countries start businesses out of necessity often because of the lack of employment in the formal labor market. Women in high-income countries start businesses in high paying fields even when other job options are available or as a life-style choice, owing to their high educational attainments. Women in countries with per capita income between $10,000 and $25,000 prefer employment over self-employment. Interestingly, among the countries considered in the sample, the highest rates of female business owners are found in Thailand and China, and this mirrors similar findings with respect to male entrepreneurs. The lowest rates are found in Mexico and South Africa. Nonetheless, female (and male) entrepreneurship is riskier in poorer and growing economies.

Countries which have healthy and diversified labor markets or stronger safety nets show a more favorable ratio of opportunity to necessity-driven women entrepreneurs. Minniti says, “In lower income countries, relatively more women choose entrepreneurship out of necessity. When countries grow, the level of schooling and other benefits such as health care improve. Women find easier job alternatives and there are opportunities to work in large established companies or the public sector with a more structured environment with known hours.” In low-income countries, the rate of opportunity entrepreneurship is 1.7 times that of necessity entrepreneurship; in middle-income countries, the rate of opportunity entrepreneurship is 3.8 times that of necessity. Opportunity entrepreneurship in high-income countries is six times that of necessity entrepreneurship. For example, in Iceland for every woman motivated by necessity, there are 18 women involved in starting a new business because of opportunity.

A Peace Dividend

In 2006, the Nobel Peace Prize was awarded to Muhammad Yunus and his Grameen Bank for the reduction of poverty achieved through women-led microenterprises in Bangladesh. The Grameen Bank gives microenterprise loans to more than 7 million poor people, 97% of whom are women, across 73,000 villages in Bangladesh. Grameen focuses on women because it found that giving loans to them yields higher benefits to families and local communities. The standard monetary collateral (that poor people could never provide) is replaced by “reputational” collateral. Because of their stronger ties to local communities, women are more responsive to reputational collateral.

In addition to the reduction of poverty, however, female entrepreneurship has been linked to the emergence of peace. Yunus recognized that poverty is a threat to peace and believed that improving the lives of the poor a better strategy than spending on weapons. Since Adam Smith’s 1776 book “The Wealth of Nations,” the linkage between peace and entrepreneurship has been clear. Minniti points out that the particular link between peace and female entrepreneurship is being appreciated only very recently and that it could represent a very significant source of stability in some of the most unstable areas of the globe.

Entrepreneurial Tendencies

Several empirical studies suggest that differences among countries in entrepreneurial activity can be explained by cultural and/or economic factors. Comparing entrepreneurs and managers from the United States and China, researchers found that the attitudes and values of both American and Chinese entrepreneurs were more closely aligned with the American culture and values than with the Chinese. Others have argued that new firm creation is not just about economics but it is embedded in a specific culture. Generally, a positive association exists between freedom and entrepreneurial activity.

For women in low and middle-income countries, the peak years to become involved in entrepreneurial activities is age 25-34. In high-income countries, the peak years are ages 35-44. In richer countries there seems to be a tendency for older women to get involved. Opportunity startups in richer economies are more likely to require more education, experience, and better networking.

Regardless of country, the majority of women (and men) involved in starting a new business hold other jobs. Self-employed women have either very short or very long work weeks. A first group includes women who enter self-employment to take advantage of time flexibility and combine work and family commitments; the second group includes women who enter self-employment to promote their careers and their income streams.

Countries with high women’s entrepreneurial activity also reveal more positive responses concerning the existence of opportunities. The perception of opportunities is influenced by the environment in which people live and work, and the task of new business formation requires personal perseverance and self-confidence. Studies in the psychology literature stream have established the importance of confidence in one’s skills and ability for entrepreneurial behavior.

Women are more risk averse than men, and it varies across countries. Women in all countries in the GEM sample (except Japan) report fear of failure more often than men. For example, 41 percent of men in both Argentina and Germany state that fear of failure would prevent them from starting a business; women make that statement more than men in both countries. However, the gender gap is much more pronounced in Germany than in Argentina (54% versus 48% of women, respectively). Women in middle-income countries, on average, tend to be more skeptical of starting a new business as a viable income producing activity.

Ties that Bind

Entrepreneurs do not act in a vacuum. Both male and female entrepreneurs rely on role models and social networks for information and access to resources. Thus, it is important to note that women, on average, seem less networked than men and, in some cultures, have access to fewer social resources. Not surprisingly, men’s networks included very few women, whereas women’s networks were more likely to include men. Minniti surmises, “We need both male and female attributes in business. Women are very strong at negotiating, achieving goal-congruence, and consensus-forming.”

The networks women rely upon operate quite differently from the networks men rely on. Thus, the position of the woman entrepreneur within the larger community is important because it affects her ability to observe role models and to acquire resources. Women in low-income countries often have significantly smaller networks and less geographical mobility. They construct relatively personal but strong social ties that allow them to partially substitute these personal network relationships for formal legal contracts. In general, women seem to forge egalitarian coalitions and long-term relationships based on emotional ties, whereas men tend to form hierarchical coalitions and short-term relationships based on mutual interest and weak ties. “Women are organization builders because we build communities,” Minniti states. “and that in itself is invaluable..”

Importantly, social capital is a robust predictor for the likelihood of starting a business and for advancing successfully through the start-up process. A study of Ghana, for example, suggests that female entrepreneurs tend to have more difficulties in accessing bank financing but they compensate by cultivating social relationships and using the social capital as a resource-leveraging mechanism.

Family considerations matter more for women’s entry into self-employment than men’s. Women see entrepreneurship as a way of achieving a better balance than that provided by wage labor, offering more time flexibility and more options to balance work and family. Given that women may choose self-employment to balance work and family, earnings across genders is more sensitive to differences in family size among the self-employed than in formal labor markets. The gender gap in entrepreneurial earnings may be partially explained because of differences in the types of businesses men and women start. Also women businesses tend to be mostly in consumer-oriented sectors which offer less pay than technology and services where men businesses are predominant.

Ventures of choice

Women entrepreneurs measure success in terms of self-satisfaction, which is of greater importance to them than financial profitability and growth. Several studies have confirmed independence and personal freedom, security, and satisfaction to be more important for women than financial performance. Women and men have fundamentally different socialization experiences that result in the development of unique capabilities; their strategic choices are shaped by these experiences.

Studies showed that women-owned businesses had fewer initial resources and were launched on a smaller scale. Women were also more likely than men to develop strategies that emphasized cost efficiency and profitability. On average, men owned businesses are twice as large as their female counterparts. Smaller size and slower growth rates are often perceived as problems, and it is assumed that women would want to expand their businesses if they could. However, much of this cross-gender variation is due to differences in sectors, family issues and life-style choices. In low- and middle-income countries, women are more highly represented in consumer-oriented business activity. Alternatively, women in high-income countries have higher numbers in business services.

Overall, women’s businesses show many of the same patterns as those of their male counterparts with respect to innovative and competitive potential. The majority of women’s businesses offer products or services that are not new to customers. Most women entrepreneurs say that they expect to face many competitors in their market. This share is even higher for established women business owners (65.5 %) than for early-stage women entrepreneurs (49%).

In conclusion

The study of how institutions promote or discourage female entrepreneurship is particularly needed for its policy implications. As the paper makes clear, the study of female entrepreneurship, with all its implications for society, is mainstream. Minniti concludes, “More important, it is to be hoped that, with more understanding, women all over the world will enjoy conditions in which their entrepreneurship may flourish.”

The monograph “Gender Issues in Entrepreneurship” by Maria Minniti, Bobby B. Lyle Chair in Entrepreneurship at SMU’s Cox School of Business, is forthcoming in Foundations and Trends in Entrepreneurship.

(Select topics from Dr. Minniti’s comprehensive paper were edited by Jennifer Warren.)

Notes:

(1) Low-income countries are defined as having per capita income of less than $10,000 and in this sample include Brazil, China, Hungary, Mexico, South Africa, Thailand, and Venezuela.

(2) High-income countries in the sample include the U.S., U.K., Austria, Scandinavians, Iceland, Japan, Germany, France, and Canada.

(3) Countries in this category include Argentina, Chile, New Zealand, Singapore, and Spain.

  • Share/Bookmark

Social Branding, Why it Matters

I saw this great post on the blog called Conversation Agent – “7 Keys to Social Branding”.  The post struck me because I thought it full of common sense.  Not everyone understands or appreciates social branding or social media, but what the author, Tamsen McMahon, talks about is helping the customer understand your company, and this could be taken more personally – understanding you.  By providing a consistent message, your client or customer gains a level of comfort as they know what to expect.  You stick out for them as result.  The key message here is that it doesn’t matter what you think your message is, its what your clients think it is.  So, take a look at this excellent overview.

Despite lip-service to two-way communication, branding has often been a one-way effort: we decided what we wanted people to think about our companies and designed marketing and communications that made that happen.  Or so we hoped.  But a brand is the collective impression people gain not only from you and your marketing efforts, but from all of their interactions with you—and the interactions others have as well (newly amplified through social media).  That means we need to look at the process of branding in different way: through a social lens.

Yes, we still need to understand our competitive landscape, our customers, and ourselves. We still need to develop a common set of messages, reinforced visually. We still need to design, sustain, and retool our efforts so who we are and what we stand for remains clear—and compelling—to our customers. But each step now has new implications.

To make our branding efforts truly interactive—truly social—we need to incorporate seven key concepts: insight, identity, resonance, clarity, coherence, relevance, and leverage.

Insight “Know who you are, and what that means.”

All good branding starts with research. Traditionally, that meant looking at the internal and external landscape to determine a company-centric view of the organization and what it stands for.  That’s no longer enough. You have to listen to what your customers are saying, too. You have to understand not only what you think you are, but what they think you are and can be, as well as why they really care.  For it’s that combination—what you think AND what they think—that determines your new, social reality.

Identity “Be who you are, become what you want to be.”

Your brand foundation—who you are and want to be as both a company and a brand—is as unique as a fingerprint. What your company exists to do, its main areas of endeavor, and its core values and attributes all combine to create an identity that’s yours alone.  Branding is, of course, the process of articulating that identity in ways people see, understand, and, most importantly, care about enough to pay for. But social media doesn’t allow for the smoke and mirrors. There’s nowhere to hide if what you say doesn’t match up with what actually is.  Knowing yourself, warts and all, gives you not only a strong foundation on which to build your social branding efforts, it leaves you prepared to have the bright light of social media shine on you.

Resonance “Know whom you serve, and why they care.”

Your brand is a chord, made of many different notes. Like sound, your brand (and the communications and interactions that create it) is what carries over time and distance, resonating with some people and not with others.  But your customers aren’t one note. They’re not a gender, or a demographic, or a salary. They’re people. We can’t just turn on the marketing speakers and wait for customers to come.  Social branding means discovering how your customers perceive your brand as part of their brand. It means looking at why they use your products, and how, and then tuning what you do to resonate more strongly.

Clarity “Speak your messages in their language.”

Everyone in this social space is talking at once, and your brand has to rise above the noise. How? By being as clear as a bell, much like a knife striking a glass can be heard throughout a room.  Your message—the encapsulation of who you are, for whom, and why people should care—has to be short… and shareable. Since your message has to survive distribution by people whose choice of words is not controlled by you, including those fans you’re working so hard to resonate with, social branding focuses on boiling down who you are to an “irreducible core.”  How that core is described can, and should, change depending on the audience. Your board speaks a different language about you than do your employees or your customers. That’s why clarity in social branding comes from concept, not content.

Coherence “Look the part, be the part.”

Your visual identity, the visual representation of all your brand is, is a symbol that carries the weight of a thousand words. It’s a combination of elements you can own (your name, logo, tagline, etc.) as well as elements you come to own through focused and repeated use (things like fonts, colors, or approach to imagery). UPS, for instance, doesn’t “own” the color brown, but at least in the shipping business, they do.

But the very meaning of “visual identity” has evolved, becoming both more dynamic and more customized to your and your constituents’ needs (Google changes its logo almost every day…). Yet this “mass customization” of appearance still has to make sense to your customers, and reinforce their individual impressions of you.

Think of the story where several blind men man touch a different part of an elephant… and totally disagree about what animal they touched. Your customers aren’t blind. And you’re not in a dark room—quite the opposite. No matter which part of your brand they touch, your customers need to understand that it all adds up to you.

Relevance “Put it together, and put it to work.”

Branding takes a lot of planning, and so does social media. Once upon a time there were only a few channels, so planning was easy: use the available channels, and pump your message out.  But now there are as many channels as people who interact with you (and, potentially, if not planned well, as many impressions of your brand). So planning your social branding efforts includes not only traditional channels, but also new and emerging ones, as well as planning how to structure your non-marketing operations (procurement, delivery, customer service, etc.) to ensure you’re supporting your brand there, too.  What matters now is mattering where it matters to be. And that likely looks very different than it did even three years ago.

Leverage “Own your brand, and keep it healthy.”

Your most important ally in social branding is… your own company. Social branding doesn’t exist in one department, it involves the entire organization—because everyone in your company contributes to the experience your customers have and the impression of your brand that develops as a result.  If our own people don’t support brand, your customers never will, it’s a simple as that. But if they do, well, that’s where the magic lies. That’s why building your brand from the grassroots up (not boardroom down), is so important—it helps ensure that your social branding efforts are credible… and sustainable.

Social branding’s goal is to make every employee, from top to bottom, a brand ambassador. It empowers your customers the same way.  The more connected people feel to you, and the more included they are in the stewardship of your brand, the more powerfully they can leverage their networks on behalf of yours.  Evolution “This is a process, not an event.”  People change, tastes change, tools change. Social branding is—has to be—an iterative process, a cycle that happens over and over again: understanding through to action… and back again.  While these seven elements are key now, it’s likely they, too, will change over time, in direct response to the marketplace it serves.  That is, after all, what social branding is all about.

  • Share/Bookmark

Delegate or Dump

Delegate or dump?  Sometimes its hard to distinguish the two.  Often managers delegate the work they like the least as opposed to strategically assigning it.  In doing so, they’ve dumped the problems on others and walked away – its human nature after all, to avoid doing things we dislike.  But risks exist with simply passing along work without follow through or understanding of what is involved: loosing control of quality and potentially much more.  Here’s what I see as the problem.  Delegation requires some thought before execution and many managers fail to do it, they treat the task more like a hot potato and quickly pass it off and forget about it, until a problem arises that is. First what exactly is delegation:

delegate |ˈdeləˌgāt|verb [ trans.]

entrust (a task or responsibility) to another person, typically one who is less senior than oneself : he delegates routine tasksthe power delegated to him must never be misused.• [ trans. ] send or authorize (someone) to do something as a representative : Edward was delegated to meet new arrivals.

entrust |enˈtrəst|verb [ trans.]

assign the responsibility for doing something to (someone) : I’ve been entrusted with the task of getting him safely back.• put (something) into someone’s care or protection : you persuade people to entrust their savings to you.

No where in this definition is “giving up responsibility”.  I never let any of my managers use the excuse “but I gave it to Joe to do”.  They were all reminded that they were ultimately responsible for the work delivered.  Just because someone is given responsibility for the day to day tasks, does not mean the manager can wipe their hands of it, if that was the case, that middle management layer would not be required. Delegate with Purpose – Align tasks with motivators I recently attended a team building meeting where we reviewed our 5 Dynamics assessment that showed where we found our our energy.  They broke a workstream from inception to completion into 5 areas, that flowed from one to the other:

explore → excite → examine → execute → evaluate

Explore: The stage is where new ideas and perceptions are made  - big picture stuff.

Excite: This stage takes new ideas and builds excitement about them -think team building, marketing.

Examine: This stage  focuses on how the idea can effectively integrate with existing budgets, time tables, and company standards.  Think accountants – in fact the finance folks in our group were off the charts here in terms of energy.  Excel spreadsheets play a big part here.

Execute: This stage is where task oriented focus comes into play – its executing on the ideas developed in the explore phase.

Evaluate: This is where the team reviews the stages – lessons learned. No one scores high in every area.  Even without taking the test, I knew I felt stronger in certain stages and tended to spend more time in those areas.  I also realized that everyone is different.  Not everyone feels the same way, and if, through communication, people can focus on the areas that appeal to them most (Happy solution:  Spending a lot of time staring at an Excel spreadsheet saps my energy.  Imagine my delight when my colleague, a finance guy, said that was something he enjoyed.  We knew who was going to perform the project data analysis – and we were both happy.)  My point with this rather long winded explanation is that instead of simply passing of undesirable projects, ascertaining if there’s a fit based on skills and preferences as this will most likely lead to improved performance.

Do Not Loose Control

My second caveat with delegating is to loose any knowledge of the critical underpinnings of your business – like cash.  A businessman I know, hates dealing with the accounts receivable and accounts payable.  Understandably he would rather focus on the portion of the business he is good at, so he hired a clerk to take care of that.  Funnily enough he developed cash flow issues.  As it turns out, the clerk was skimming money; hundreds of thousands of dollars.  He turned over his entire accounting to another individual and rarely followed up – generally only if there was a complaint from a contractor who was not getting paid.  Along with the daily tasks he gave up his responsibility – something a manager cannot afford.

Suggestions for Good Delegation

  • Clearly define the task – Tell the employee what to do, not how to do it.  To me this crosses the line to micromanagement.  Besides, that employee may have a better method than you envisioned.
  • Regular follow up – Make sure that both the manager and employee remain aligned with the goals and changing targets.  It never fails, a manager learns new information pertinent to the task in senior level meetings, and she fails to alert the employee to the revised expectations; regular communication should avoid this pitfall.
  • Delegate with purpose – If possible assign tasks according to people’s strengths so that the individual is motivated to do a good job
  • Avoid delegating what you do not know –  A manager should know her weaknesses – spend time with the employee performing the tasks and ask questions to understand how they arrived at that solution.  Chances are that as the manager was originally charged with the task they will have to explain the results to the next management level.
  • Peform a lessons learned – even if everything went well.  This is a great opportunity to understand what about the manager’s communication style is working and what can be improved.  Often assumptions were made that can be clarified for the next task.
  • Start small – With new employees, start small until both sides understand the working style of the other, set expectations at the beginning: provide a clear list of deliverables, milestones, resources.  Mangers should consider that employees may not have the same awareness of resources as they do.  This situation is particularly true with the increased number of contract workers.
  • Set expectations – Managers should explain what they would like to happen should problems arise i.e an email, a meeting – how should issues be raised.  What happens in an emergency?  Better to have a plan than find out what does happen the hard way.
  • Share/Bookmark

In Pricing – Its What Your Client Thinks That Counts

I ‘ve walked by this sign more times than I can count and I finally had to take a picture.  I know from talking to the manager’s that their desire is, understandably, to sign clients to a one year membership.  However, they do not have too many takers – most clients are selecting the six month option.  I wonder why?  Businesses need to remember that its not what they think their message says that counts, its what their clients think that counts.

  • Share/Bookmark

SBA’s Look at at Key Issues for Entrepreneurs

Wednesday, 13 January 2010, 9:52 | Category : United States, business plan, business start up, competition, culture, decision making, entrepreneur
Tags : ,

Looking over the SBA’s report on the “State of Entrepreneurism in the United States” it occurred to me that their criteria may not necessarily be what an entrepreneur considers as their information is funneled.  However taking a step back and gaining a broader view of the options available can make a difference.  I thought this report had merit, and added these ideas to consider when planning your business.  The link to the entire report is at the bottom.

State Rankings on Personal Income Tax Rates – Personal income tax affects individual economic decisions on the cost of working, saving, investing and risk taking.  Given that 90 % of businesses files taxes as individuals (sole proprietorship, partnerships, and S-Corps) and so pay personal income tax rather than corporate income taxes and consequently this tax has a very real impact on the business.

State Rankings on Individual Capital Gains Tax Rates – As capital is critical to start ups, taxes on raising capital has an immediate affect and influences risk taking.  The higher this tax, the more restrained the risk taking of the start up.

State Rankings of Corporate Income Tax Rates – This tax hits companies on their bottom line

State Rankings of  Corporate Capital Gains Tax Rates – high taxes in this area reduces the ROI, and tempers risk taking.

State Rankings of State and Local Property Taxes – amount of tax affects both personal and commercial property.

State Rankings of State and Local Sales, Gross Receipts and Excise Taxes - high consumption based taxes can redirect purchases and may serve as disincentives to economic activity.  Also gross receipt taxes present problems because unlike other consumption based taxes they are largely hidden from public view so are easier to stealthily  increase.

State Rankings of Adjusted Unemployment Taxes – High unemployment taxes increase the wage burden on entrepreneurs and businesses.  The cost of labor increases relative to capital.

State Rankings of Number of Health Insurance Mandates – This potential cost is another disincentive to starting up in a high cost state.

State Rankings of Electric Utility Costs - High costs can be significant and can influence the location of a business that has heavy utility needs.

State Rankings of Workers’ Compensation Benefits Per $100 of Covered Wages - High costs here  have an added burden on labor intense businesses.  Companies will gravitate to states or locals with less of a burden here.

State Rankings of Crime Rate - If  local governments are unable to protect businesses and private property, this situation will be a disincentive for companies and they will move to a safer location.

State Rankings of the Number of Government Employees - Looks at efficiency of money spent by taxes.  A  large number of state employees points to a greater number of people performing jobs less efficiently than they could be employed by private firms.

State Rankings of State Gas Taxes - An added cost to business and private individuals that may have a substantial impact.

Rankings of State and Local Government Five-Year Spending Trends – This criteria is an attempt to determine what direction the state and local government is headed in terms of taxes.  Will they be raising taxes to finance their upcoming projects?

State Rankings of Highway Cost Effectiveness - a look at how well the roads are maintained in a location.  Poor roads can have an impact on business, and not just in terms of more frequent trips to the auto shop, although that said, some businesses may actually find a poor score here attractive.

Other factors:

How aggressive does the state use their power of eminent domain – how protected is the business or home should the state perceive better opportunities by confiscating the business?

How does the state handle internet taxes?  If much of your business involves selling goods over the internet, this sort of tax may have a big impact.

Does your state have “Right to Work” laws?  Generally, this means employees are not required to become labor members or pay dues, allowing for a more dynamic and flexible workforce which increases both productivity and efficiency.

The full SBA report can be seen here.  if you’ve never considered these factors in planning your business, they bear more than a passing glance as any one factor can significantly impact your company’s bottom line.  I urge you to read the report in full and have a better understanding of how location selection can really impact your business.

  • Share/Bookmark

Communication is Critical

Wednesday, 6 January 2010, 17:56 | Category : assume, communication, entrepreneur, execution, knowledge, measuring results, unintended consequences
Tags :

I’ve seen this scenario, and it drives me bonkers.

Two people pitch their ideas to insert appropriate decision maker: upper management, venture capitalists, city council, and if you could put them on mute and study the ideas objectively you would see that one is clearly superior.   The problem is that on more than one occasion, the better idea belonged to the less effective, or persuasive public speaker.  But, as you might imagine, when it came time to select the winner, the better speaker won – not the better idea.

I wonder how many superior solutions never saw the light because their merits could not be identified. I’ve worked with a lot of engineers and scientists in my time, and I could tell you that they were absolutely brilliant at what they did, but when it came to public speaking, audience members were tempted to half their IQ simply by listening to them try to articulate their ideas, especially when they needed to modify the language, i.e. layman’s terms.  Their presentations looked heartrendingly painful.  From my perspective, both parties (the audience and the speak) can improve the odds that the best result will win.

The Speaker

Chances are that this idea is something that excited you enough to put extra effort into developing it.  However, to ensure the success generally requires buy-in from outside sources.  Try not to waste all the hard work you put into the project, do not short change the delivery of your message.  The unfortunate reality is that convincing others that you have a good idea is probably the most critical and difficult task of the entire process.

Please:

Don’t get frustrated and do not assume your audience immediately grasps the significance of what you are offering – make a case.  [They're not slow, they just do not have the situational awareness that you do.]

Appreciate that your audience has limited time, so keep your presentation simple and on point Know your weaknesses regarding speaking – especially if you are not a native speaker

Practice, practice, practice that delivery – take advantage of your coworkers and have them listen and critique your pitch, attend ToastMasters

Recognize that your audience might not be the final decision makers, make it easy for them to sell your idea.  Tell them what they need to know to make it attractive to others- do not make them dig for this information.

Audience

Recognize that not every speaker is created equal – focus on content and not delivery

Remember that nervousness about public speaking does not necessarily equate to lack of knowledge on the topic

Recognize that most people can improve their public speaking with practice.

Explore opening a Toast Masters group or its equivalent for your company/team.

Be objective and not subjective

In searching for ways to improve the odds of getting the best solution, I always tell my teams when we get pitched ideas to concentrate on the facts and not be swayed by non material issues.  I hate wondering if I got this widget because it was superior, or because someone was a better marketer – Beta versus VHS comes to mind.

  • Share/Bookmark
This site is protected by WP-CopyRightPro