Author: Jim Weber

Management Consultant, Executive Recruiter, Author, Public Speaker; My blog, "Fighting Alligators" is geared to the over 50 job-seeker; people interested in starting their own business; and freelancers looking to become more successful. I have 22 years of experience with Fortune 500 Brands in Strategic Planning and General Management. For the past 22 years, I have been President of New Century Dynamics, Inc., an Executive Search Business I started and own. My company is in the business of providing Consulting and Executive Search Support to our client base. In 2014, I helped create ITB Partners, an Association of freelance management consultants.
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SAVINGS to your bottom line from ITB & USFSBA.org

SAVINGS to your bottom line from ITB & USFSBA.org

 

SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS! SAVINGS!

 

Utilities Cost SAVINGS for the WINTER:  on Natural gas, Electricity savings (In deregulated states). Saving from 10%-30%. Available to share to your employees too

Contact: Sales@usfsba.org

Savings with Paychex!

Unlock instant savings and improved efficiency with Paychex! When you switch, you’ll receive a 45% discount on payroll administration, HR, and PEO services. Simplify your business operations and reduce overhead with a platform that streamlines everything in one place. Our restaurant franchisee client, with over 20 locations, has seen tremendous benefits by consolidating their processes with Paychex. Saved hundreds of admin hours and reduced the potential for human error, resulting in tens of thousands of dollars in savings and greater peace of mind.

Contact: Paychex Referral (salesforce-sites.com)

 

Champions – Payroll Tax Savings: As a business owner, realize a $570 per year per employee savings while the EMPLOYEE takes home a larger net paycheck and 24 Hour Telemed with the Mayo Clinic, dollar one Prescriptions and other benefits for themselves and family, increasing employee loyalty and retention. If you come on board with Champs, you will be in the company with McDonald’s Macco Collison Repair, Denny’s and many more. Here is a testimonial interview from the President of Piggly Wiggly Curt Schmidt, A big proponent of the Champs plan: https://youtu.be/xsFeSgGoJmc?feature=shared

Contact:    https://torch.champplan.com/info/itbpartners

 

Advanced Insurance Solutions Analysis-FREE: Is your coverage adequate? Best Value to you? Custom designed Property, Liability, Workers’ Comp, Commercial Auto, Professional Liability, Umbrella Coverages and more.

Visit: www.steveseibertagency.com/business-insurance/insurance-by industry/

Contact: https://app.boldpenguin.com/start/steveseibertagency

 

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Trust But Verify!

I just got off the phone with my best and oldest friend, John.  He recently learned that an employee stole over $100 K from his business.  It breaks my heart to hear of the trouble it’s caused him and his wife.  The situation is especially disheartening as he is at the end of his career, looking forward to retirement.   Fortunately, he will be OK, but It still stings.

John and I started our corporate finance careers together, working for the same employer. He had just earned an MBA.  I was a few years ahead of him at our company while working on my MBA, part-time, after hours.  After 20 years of building careers with major corporations, we both left for entrepreneurial ventures.  John bought a small manufacturing business, and I became an Executive Recruiter and Management Consultant.  Over the years, I advised John on many issues.  He is the nicest guy you could ever hope to meet, but he has a fatal flaw. He is far too trusting. We have discussed this issue many times over the years.

Steps to Minimize Business Risk

    • Ensure that appropriate systems are in place.
    • Appropriate accounting, and clearly states transactions.
    • Checks and balances: Establish clear authority and accountability for transactions with Approval limits.
    • Oversight: routine review by senior management of cash flow

My friend, Stan, confirmed that this issue is all too common. He told me about two recent situations regarding companies that lost control of their cash while trying to scale. One lost a lot of money to an unscrupulous employee whereas the CEO for the other was not focused on critical matters. One situation was a restaurant and lounge, and the other was a food ingredients manufacturer.  The latter is a great example of a company losing control while trying to scale.

The company just mentioned is a food and ingredients business selling Hot Sauce, Barbecue Sauce, and Rubs.  It is owned by a husband-and-wife team that wanted to grow their business.  Neither had a relevant business background so they hired a CEO.  Regrettably, this CEO proved to be incompetent.  There was no discipline around forecasting sales and planning resource requirements.  No one was evaluating contracts to ensure performance and the viability of the relationships.  They failed to recognize the underlying risks which resulted in the loss of their manufacturing facilities.  Annual Revenue rose to $3 Million, however, they lost their production facility and incurred $800 K of debt.  Ultimately, the CEO was fired.  The fundamental issue in this case was the lack of proper oversight.  An Advisory Board to help provide guidance and oversight could have prevented these problems.

From time to time, even large established corporations suffer fraud from dishonest employees.  This month it was reported that an employee of Macy’s concealed more than $150 Million of expenses over a three-year period.  Reports did not provide details about this theft except to say that the person in question managed the accounting for small package deliveries.  If this fraud can be perpetrated against Macy’s, it can happen to anyone.

If you are a small business owner with aspirations of building a bigger business, you must have a clear understanding of the business profile.  Mitigating risks includes a combination of systems, processes, and procedures.  However, without oversight, systems, processes, and procedures are useless.  As an owner-operator, you must make time to review critical aspects of the business.  You must know where your funds are going and in what amount.  You must be familiar with your vendors and the terms of those agreements.  A Big Red Flag is to see funds going to a vendor you don’t recognize.  You must investigate that matter immediately.  Another Red Flag is payroll checks for an unfamiliar employee.  Small and large accounts payable can reveal problems.  It is incumbent that owner-operators and senior executives build oversight into their daily routines to ensure compliance and minimize risk.

An Independent Advisory Board can be helpful.  People who know your line of business can help you negotiate the most favorable agreements.  They should have the experience you lack that will result in useful guidance and advice.

If you want to scale your business to become a bigger, more profitable enterprise, you must be mindful of the risk posed by dishonest employees.  Trust, but verification must be a key operating principle!

Thank you for visiting our blog.

 

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our perspective and would like to receive regular posts directly in your email inbox. To this end, please put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is important to me, so please leave a comment.

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New Century Dynamics Announces Strategic Partnership

New Century Dynamics ( www.NewCenturyDynamics.com) and USFSBA ( www.usfsba.org) have entered into a strategic alliance. New Century Dynamics founder and president Jim Weber will also join our Advisory Committee.

New Century Dynamics services (executive search,  recruitment, etc.)  is ready to offer their services at a  “membership association savings.” We are finishing all the details.

To help “celebrate” the alliance  here are three  4th quarter sensitive “ money savings /HR opportunities ”  for you to  save money now :

  1. With Paychex, you will receive a 45% discount/savings on payroll administration, HR, retirement plan management, and/or PEO services.  REAL savings with a client: a 20-plus unit restaurant franchisee is realizing greater organization, control, and simpler procedures.

Here is an active link to get started: Paychex Referral (salesforce-sites.com)

  1. Champs Plan Payroll Tax“ Life & Health” SAVINGS: As a business owner, realize a $570 per year per employee savings while the EMPLOYEE takes home a larger net paycheck and 24 Hour Telemed with the Mayo Clinic, dollar one Prescriptions and other benefits for themselves and family, increasing employee loyalty and retention. If you come on board with Champs, you will be in company with companies like Amazon, McDonald’s Macco Collison Repair, Denny’s, and many more. Here is a testimonial interview from the President of Piggly Wiggly Curt Schmidt, A big proponent of the Champs plan: https://youtu.be/xsFeSgGoJmc?feature=shared

Contact:  https://torch.champplan.com/info/usfsba

  1. And as a holiday “extra benefit” here is a site to save on holiday travel costs. We hope it helps you and your family this holiday season! Here’s the USFSBA  link to HotelPlanner link

James E. Weber, President | New Century Dynamics Executive Search
Tel.  770-354-2817 | Email: JimWeber@NewCenturyDynamics.com |

 

USFSBA

Steven J Seibert (founder@usfsba.org)  

(770) 820-6828

 

 

 

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So, You Want to Go Big Time? – Know Your Customer!

Before making any significant investment, competent business managers thoroughly analyze the opportunity.  They will perform a financial analysis to justify the investment.  The typical analytical model employed is a discounted cash flow analysis.  The two major components of this methodology are the upfront investment and the ongoing cash flow from operations.  The initial investment is straightforward.  It includes the outlay for land, building, furniture, fixtures, and other startup costs to be capitalized.  A cash flow analysis employs the typical expenses incurred in your existing outlets.  The cost of Goods Sold and Labor vary with sales.  Most other expenses are fixed, at least on an annual basis.

Business activity is reflected in revenue.  Revenue is the critical component of cash flow from operations. The business owner must determine the revenue required to achieve the target Return on Investment.   The revenue target is the product of the number of transactions and your average transaction value.  The average transaction value is revenue divided by the number of transactions.  You must know your customer’s behavior to make that forecast.  You must know who they are and why they visit your establishment.  You must know how often they trade with you and how much they spend.  You must know their demographics, i.e., their age and income level.  You must know as much as you can about your customers.  Detailed customer information will help you build a revenue model to complete the cash flow expectation.

Early in my career, I was the Director of Planning and analysis for the Retail Group of a Fortune 500 Conglomerate.  I spent most of my time evaluating investment proposals for prospective new stores.  Later in my career, I became adept at prioritizing markets for expansion.  Every market, (think SMSA) is a collection of trade areas (think neighborhoods).  You determine the viability of a market by researching its trade areas.   Understanding the trade areas means understanding their demographics. The prioritization of potential trade areas is based on the performance of existing outlets in their trade areas.

Once you have established the revenue required to achieve your target ROI you must determine if it is reasonable.  The business owner can confidently move forward if the revenue estimate is reasonable.  If the revenue cannot be justified, further consideration is required.  The data from one point of distribution is not enough.  One needs three to five locations or more to generate reliable data.

How does one validate the revenue required to make an investment work?  Forecasting the exact revenue amount is not realistic, however, one can determine a reasonable range.  One obvious metric is to compare an existing location to the site under consideration.  The comparable location should match the size of the trade area, accessibility to prospective customers, the number of competitors, and the number of prospective customers with the ideal demographic profile, etc.  The revenue generated by the comparable existing location suggests the potential for the site under consideration.  There are other ways to validate the targeted revenue, but this example is instructive.

What do you need to know about your customers?

    • Who are they?  Socio-economic profile
    • Where are they coming from, home, work, other
    • How far do they travel? Time/distance
    • How often do they trade with you?
    • How much do they spend?
    • Age
    • Household income?

The entrepreneur must assemble the customer information required to complete their analysis.  There are many sources to consider data owned by the entrepreneur.  Credit Card vendors can supply some of the data, and some may be acquired by a third-party researcher at a cost.

Begin by collecting your customers’ data from your internal records.  Internal records reveal average transaction value (check average), activity by day, daypart, and month.  Credit card companies can provide aggregated information about consumer demographics and residence.  Third-party marketing researchers can help determine the boundaries of your trade areas.  They do this by plotting the customer’s home and work address.  The point is to know enough to forecast the revenue potential from prospective trade areas.

Finding customer data

    • Customer Surveys
    • Data shared by credit card and other 3rd party vendors
    • Size of trade area by home/workplace, map their address
    • Beware of destination venues for projections

 

SUMMARY AND CONCLUSION

The successful entrepreneur knows his customers.  He continually works to understand their evolving wants and needs. This is fundamental to running a successful business.  Continued success for any size business requires customer knowledge.  This knowledge helps the business owner retain their customers.  New products, services, and programs are based on customer insights. Without a customer insights program, the business owner is on shaky ground.  Without solid customer data, significant growth of the business is not realistic.

Thank you for visiting our blog.

 

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our perspective and would like to receive regular posts directly in your email inbox. To this end, please put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is important to me, so please leave a comment.

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So, You Want to Go Big Time? Systems, Processes, and Procedures in Place?

This post is the third installment for entrepreneurs considering putting their small business on a bigger stage.

Success or Failure

Scaling your business requires a platform to build upon.  That platform comprises your business operating systems, processes, and procedures.  Your foundation must be strong enough to support your growing business, flexible enough to accommodate current expansion plans, and functional enough to support further growth.  You must be confident that operating systems, processes, and procedures are in place and functional.

You cannot just flip a switch and start growing!

One can build a solid foundation for growth while outsourcing some functions.  Functions often outsourced include Real Estate, Construction, Human Resources, Legal, and Marketing.  For Example, Paychex offers a 45% discount on payroll administration, HR, and PEO savings.   Operations and Accounting should be insourced, depending on the situation.  The entrepreneur must determine and prioritize functions to be managed internally or outsourced.  Whether the function is insourced or outsourced, trusted advisors and employees must oversee the outsourced resources.

I am often called upon to serve on advisory boards and to conduct searches for companies engaged in rapid growth.  Advisory Boards can be fun and exciting.  You will enjoy interacting with friends and colleagues.  Participating on an Advisory Board is more about ‘giving back’ than monetary compensation.  However, a fine meal and good fellowship are the rewards for attending each meeting.

When executives need help building a team to scale their enterprises, they call me.  They have determined the company needs more expertise to manage rapid growth.  The search is frequently for senior-level Operations Executives, CFOs, or Marketing Executives.   In these assignments, I look for executives who have worked for major brands, followed by success working in a smaller, entrepreneurial company.  This combination of experience positions these candidates for success with my clients.  This type of search has become my specialty.

Recruiting CFOs ensures the accounting system can support a growth-oriented business.  The accounting function must process and document transactions from additional points of distribution.  This function is critical from my perspective.  Too many companies failed because they needed to have appropriate accounting controls.  Poor controls led to the mismanagement of costs and expenses.  You must be confident that your accounting system fully aligns with your objectives.  If not, you need to rethink your plans.

Expanding your business requires hiring personnel to generate more revenue.   Expansion in the service and manufacturing sectors means opening more plants or retail outlets.  Expansion requires accelerated recruiting, selection, and training.  These are separate processes that require different skills.  Recruiting is about attracting interest.  Recruiting is a selling function.  Selection is about identifying the best applicants to hire.  Selection is a buying function.  Training is about teaching new hires to perform their jobs effectively.  Continuing developmental training provides new skills to ensure employees maintain their competitive advantage.

Key Components – Systems, Processes, and Procedures

    • Accounting Systems and Controls
    • HR – Employee Policies and Procedures
    • Culture-Values and Mission
    • Operating Systems

As the leader, the successful entrepreneur must create and maintain a culture that consistently delivers value to the customer.  A viable culture must have a value system and a code of conduct to guide employee behavior.  Corporate values should be documented and faithfully executed!  Maintaining the integrity of the culture during rapid growth is critical.  Employers must choose new hires based on compatibility with the company value system.  The Chief Executive must reinforce the Company Culture.  If the CEO is not confident that the culture and values are strong and healthy, growth may not be appropriate.  Management must address their culture before they consider significant growth.

Integrated computer software is the heart of contemporary operating systems.  These systems support the requirements for accounting and control for cash and credit, inventory management, employee payroll, and management reporting.  Documenting company policies and procedures and creating an employee handbook are integral components.  Safety and Security policies and procedures are also critical operational systems.  Business owners contemplating rapid growth must have complete confidence in their operating system.

Growing your business requires moving into new trade areas.  Your supply chain and logistics system must be capable of expanding service into new markets.  I witnessed one company selling franchises in markets beyond their distribution capabilities.  That created an undue burden on the new Franchisee until the Franchisor could serve that market.  It was an operations problem for the new Franchisee and an embarrassment for the Franchisor.  This logistics disconnect is not viable for successful expansion.  Regrettably, I have seen this mistake continually repeated over time.  Most small, local companies use third-party wholesale distributors, making the logistics challenge easier.  Even so, planning and coordination is required.

Summary and Conclusion

Every structure requires a foundation for support.  A large structure needs a strong foundation.  Organizations are the same, especially ones anticipating rapid growth.  The foundation of a business is its systems, processes, procedures, and culture.  When planning for rapid growth, the CEO must evaluate the integrity of the business foundation.  The CEO may proceed confidently.

Thank you for visiting our blog.

 

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our perspective and would like to receive regular posts directly in your email inbox. To this end, please put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me, so please leave a comment.

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Improve Your Profitability – Savings Today!

Improve Your Profitability and Get More Savings TODAY!

ITB Partners clients are successful business owners-operators. Their aspirations are admirable. We work for you to give you the saving resources today.

Our objective is to help today with Cost-Saving programs. Get ready now to reduce your expenses without compromise!

 

Current actual savings results:

    • Paychex offers a 45% discount on payroll administration, HR, and PEO savings.  Current REAL savings with a 20-unit franchisee client on their retirement plan administration, etc.
    • Champions “Life & Health” SAVINGS offer (for Business owners): Save $537 PER EMPLOYEE per year and increase the team member’s take-home pay and benefits.
    • Utilities cost savings on Natural gas and electricity (in deregulated states) have been proven to save 10-20%. These savings are also available to share with Team members/employees.
    • Connectivity SAVINGS on Cellular, Satellite, Cable, Internet, Satellite, Burglar Alarm Monitoring, and Health Sharing Plans. Proven savings of 40-50% of current plan) and more!  

Steven Seibert:  founder@usfsba.org

404-239-2233; Old Roswell Rd.  Suite 348;  Roswell, GA  30076

 

ITB Partners is a Consortium of independent management consultants providing high-value-added solutions to your problems. We want to hear from you. Would you like to receive quarterly business savings costs? Let us know! We have more.

Jim.Weber@itbpartners.com | 770-354-2817

New Century Dynamics Inc. || Johns Creek, GA 30022 US

 

 

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So, You Want to Go Big Time! Know Thyself!

This post is the second in a series of articles about planning to scale a small business into a larger enterprise.

Board Meeting

I am acutely aware of many budding entrepreneurs who failed to scale their prototype concept successfully.  Many were aspiring restaurant chain Executives.  I have had a few clients who failed to achieve their goals to build a larger company.   In every case, a skills deficit and lack of relevant experience contributed to their failure.   These entrepreneurs were competent small business managers but needed more capability to move to the next level.  They needed a clearer understanding of the requirements to build a large company and the mindset for long-term planning.  Some hired qualified Executives but did not give them the responsibility to perform.  As a result, their ‘hired guns’ did not stay as they could not abide the owner’s management style.  This post aims to provide insight to business owners without experience scaling a business.  It may be helpful to entrepreneurs with some experience who are looking to improve their growth and development.

One client engaged me to find a COO to facilitate their growth aspirations.  The owner knew that to build his company, he needed help from the executive level.  However, he failed to determine how his role would change.  He did not clarify the change of responsibilities or the lines of communication for the existing business.  As a result, the owner did not understand the desired role and responsibility expected of the COO.  Without a proper understanding of the role, any candidate they hired would probably lack the skills for success.

Entrepreneurs need an appreciation for their skills deficiency.  I mentioned this issue in my last post about development-related failures.  I have seen too many failures where the owners’ Ego prevented them from addressing their weaknesses.  They did not have the experience or management skills to scale a business.  Additionally, they needed to gain the skills to lead a growing concern.  More to the point, they could not acquire the necessary skills before their business failed.

If one needs prior experience building a larger enterprise, one should begin with a comprehensive self-assessment.  By ‘comprehensive,’ I recommend seeking input from others and using trusted diagnostic assessments.  You need clarity about your strengths and weaknesses to realize your dreams.  A good starting point is to complete a Personality Assessment.  Consider completing a Myers-Briggs Type Indicator, a Disc Assessment, or The Birkman Method; all are well-known and respected tools.  These diagnostics will help you understand your personality type, leadership strengths, and weaknesses.  You can compare your results to the profiles of successful business developers, guiding your development needs.   You can mitigate your weaknesses through personal development and hiring professionals whose strengths complement your weaknesses.  Consider forming a Board of Directors or an Advisory Board.  Remember, you will build from your strengths.

You will want to assess your business skill set and that of your team, I.e.  Sales and Marketing, Product Development, Accounting and Finance, Human Resources, etc.  Do you employ competent managers who have the capability to help you scale your business?

The business planning process can proceed when your self-assessment and personal development plan are complete.  I recommend a Professional Coach to help ensure your continued personal development.

Planning Overview

Set SMART Goals and Objectives for One, Three, and Five Years

(Specific, Measurable, Achievable, Relevant, and Time-Bound)

    • Establish Target customers, product(s), markets, technology
    • Evaluate and Strengthen Systems, Processes, Procedures
    • Determine Recruiting Needs (Probably need Outside Resources)
    • Determine Financing Needs, Long-term Capital, and internal cash flow
    • Establish Key Performance Indicators for Significant Metrics
    • Establish Annual Budget with Permanente based on results

Moving your small business to a bigger stage is a high-risk, high-reward proposition.  It isn’t much different for a large regional brand planning to go National or International.  However, the risk of failure may be more significant in the latter example.  For example, a common mistake for growing retail brands is a failure to effectively penetrate their home market.  In the retailing sector, penetration is leverage.  Penetration creates cost efficiency across Sales and Marketing, Purchasing and Logistics, and other General and Administrative Expenses.  Penetration equals competitive advantage.  The lack of optimal penetration will guarantee failure.  Often, one can trace the failure to scale by flawed assumptions and strategies established to guide growth.  Careful planning is the only way to mitigate risk and create a better opportunity for success.

Conclusion

Scaling a business requires careful planning.  Analysis drives planning.  Create and closely monitor Key Performance Indicators (KPIs) and adjust your activities accordingly.  Entrepreneurs should hire executives with experience scaling a business and respect their counsel.  Establish a process for Quarterly and Year-end Reviews to assess and revise the effectiveness of your Strategy and Objectives.  Perform Employee Performance Evaluations to ensure accountability for key staff members.  Establish Next Year’s Budget.  Rinse and repeat.

Thank you for visiting our blog.

 

Jim Weber, Managing Partner – ITB Partners

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our perspective and would like to receive regular posts directly in your email inbox. To this end, please put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me, so please leave a comment.

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So, You Want to Go Big Time

ITB Partners Logo

This post is the first in several articles about planning to scale a small business into a larger enterprise.

ITB Partners Members Meeting

My wheelhouse is working with emerging companies.  My clients are successful business owner-operators seeking a bigger stage.  Their aspiration is admirable.  Notwithstanding their ambition, moving onto a bigger stage requires preparation.  It may include personal growth and development and work on the business.  Entrepreneurs need a strong Ego to become successful.  However, ego is not enough to build a more prominent company.  One must check one’s ego, listen to others, and ask thoughtful questions.  You need a roadmap.  A team of your peers with relevant experience can be helpful.  One should consider an Advisory Board or a more formal Board of Directors.  Some hire a Coach.  A serious focus on one’s transition will help ensure success. 

A former client provides a Case Study of failure to scale a business.  The client thought their successful restaurant concept had legs.  The three owners were an odd mix.  Two were entrepreneurs who created one-off restaurants.  The third was a former major chain restaurant icon.  Regrettably, the former big brand icon was out of touch with the industry.  However, they were well connected.  Their connections helped them raise capital to support their plans.  Their fundamental problem was that they were not a viable team.  They were at odds with one another, each working on their agenda.  They had a Board of Directors, which was equally divided.  They hired a competent CEO who soon left because he could not work in that environment.  They experienced a similar situation with their first CFO.  Their ultimate failure was an inability to execute their development strategy.  This dysfunctional client was beyond salvage mostly because they refused to listen to their advisors.  It was a sad, magnificent failure.

Your Foundation:

    1. Know Yourself: Personal Transformation from Small Business Owner to Business Executive
    2. Processes, Systems, and Procedures (including vendors, professional services, and supply chain) are in place with flexibility to grow and expand
    3. Financing is in place:  Stable internal cash flow, retained earnings, and outside financing.
    4. Know Your Customer in depth:  Demographic Profile, Frequency, Check Average, etc.
    5. Development Strategy:  Think Penetration; Your Home Market first

You must understand your customers and why they trade with you to expand your business.  You must know their disposable income, how often they visit your business, and how far they are willing to travel, among other relevant statistics.  This information is necessary to determine which trade areas to target.  You will need a Local Store Marketing Program, possibly a Loyalty Program, and likely, a Cause Marketing Strategy. 

Considering your workforce, can you answer the following questions in the affirmative?  Do you have a stable workforce?  Do you attract high-quality employees?  Do you have a healthy culture that rewards performance and is flexible to accommodate your plan?  Are job functions clear and understood?  Do your employees have the tools to perform their jobs at the highest level?  Do your policies reward results and ethical behavior?  Are you developing leaders?  Are your security policies, procedures, and systems up to par?  Is your compensation program competitive?  Negative responses provide a clear direction for further development.

This client’s Development Strategy was ill-conceived and poorly executed.  The first was to create a strategy based on the success of their original location.  It would make sense if their first location were not in a historic building.  Historic buildings are notoriously problematic as every area is a new adventure.   There is no learning curve, and the development costs are unpredictable.  This flawed strategy set the stage for all the problems that followed.  The second major development mistake was their failure to penetrate each market before moving into a new market.  Instead, they went for a ‘one-off’ strategy, building a single restaurant in markets across the Southeastern U.S.  This strategy failed to leverage their resources.  They incurred unnecessary logistics, operations management, and marketing expenses.  They did not meet the development timeline and unit-level cash flow plan and lost control of their overhead costs.  This client had excellent counsel, which they ignored.  Ultimately,  their assets were sold when they ran out of money.

This sad case provides valuable learning about how not to build a more significant business.  In the following weeks, I will flesh out the issues presented in this post.  Our objective is to provide a clear path to scale your business.

Thank you for visiting our blog.

 

Jim Weber, Managing Partner – ITB Partners

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our perspective and would like to receive regular posts directly in your email inbox. To this end, please put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me, so please leave a comment.

 

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Create Competent Customers

 

Building Productive Relationships

We’ve all heard the adage that the customer is always right. That’s mostly true; however, sometimes the customer is not right. But the customer is still the customer.  Sometimes, the vendor or service provider cannot satisfy the customer regardless of the effort invested.  This is unproductive for both parties and may derail current and future possibilities.  The best time to mitigate a faltering business transaction is at the beginning.

Last year, I observed a very instructive situation. It involved my client, a third-party manufacturer’s representative, and his customer. My client’s customer had experienced a massive flooding event.  He was anxious to mitigate the situation and return to the pre-event status.  Post Covid, vendors were still dealing with supply chain and labor issues.  Supply chains were sluggish in this industry segment, and companies were having difficulty with staffing and labor productivity. It was not an ideal situation for a smooth transaction.

The customer’s anxiety factored mightily into the conflict that followed.  His life had been turned upside down by the flooding event. Understandable. He wanted to return to normal and cut corners to accelerate the process.  He set a hard deadline to execute the contract the day before he went on vacation with his family.  I remember a flurry of activity that evening.  Emails going back and forth between my client and his customer required changes to vocabulary and schematics, which were difficult to decipher.  I viewed that evening as ridiculous.  My client did his best to incorporate all the required changes.  Eventually, the agreement was finalized.  The cost of the terms was accurately reflected in the project’s final scope.

The relationship was stressful from the beginning of the project. The customer did not want to honor payment terms, wasting time and fighting with my client. This infuriated the manufacturer.  The customer only relented when the manufacturer threatened to stop the project and sue the customer.

Keys to Creating a Competent Customer

    1. Maintain Clear and Open Communications
    2. Check References Before Closing a Deal
    3. Don’t Make Assumptions regarding Policy
    4. Talk with Other Knowledgeable Customers
    5. Review key terms of the agreement in advance.
    6. Understand your contract fully before you enter into an agreement

He made an issue of discussed components that did not make it into the agreement. Those costs were not added to the terms of the agreement, however.  Said components could have been added to the project at any time, but the customer decided against it.

The manufacturer had production problems related to internal issues, including labor. This further antagonized the customer, who vented his frustration at the manufacturer. The manufacturer retaliated by slowing down the process further.

My client had worked desperately to accommodate the customer’s need to complete the agreement before his vacation.  In hindsight, he should have forced the customer to slow down the process to ensure a better understanding.  There was no need to work so fast.

Ultimately, the project was completed,, albeit later than expected. Nevertheless, that did not delay the overall project, as other vendors were still engaged to complete their work. However, many relationships were affected.

Normal business practices were significantly disrupted by the COVID-19 pandemic, and in many cases, companies have not fully recovered. It was a challenging time as firms were fighting to recover and survive, and hard lessons had to be relearned.

The larger the transaction, the greater the customer’s responsibility to understand and be fully versed in delivering the product or service. In other words, the customer must be confident that rough spots won’t become significant issues.  As vendors or service providers, we should be sensitive to pressure points that create problems.  We should address those points, verbally and in writing, with the customer before executing the agreement.

Creating a competent customer requires the vendor or service provider to educate the prospective customer. The customer must know how the relationship will work, how problems will be resolved, and how and when payments will be made.  Key points in the agreement should be reviewed and understood by the customer.   Investing time to clarify the mechanics of the pending relationship is well advised.   Doing so will help ensure a healthy and productive working relationship.

Thank you for visiting our blog.

 

Jim Weber, Managing Partner – ITB Partners

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our point of view and would like to receive regular posts directly to your email inbox.  Toward this end, put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me, so please leave a comment.

 

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Validate Your Basement Finishing Project

“When do you plan to retire fully,” I asked Stan, my semi-retired friend.  Stan had just called to check-in.  He was on the road, driving from a client meeting to his home office.  “Soon, I hope!  I have things I want to do,” he said.  Naturally, I asked him to tell me more.

View from Basement Great Room toward Stairway and Kitchenette
View from the Basement Great Room toward the Stairway and Kitchenette

Stan said that he had a 300-square-foot space in the basement that he would like to turn into a Cigar lounge.  That piqued my interest.  He said he wanted a place to enjoy a cigar and a whiskey while listening to his favorite music.  Much of his basement is finished and dedicated to his wife’s arts and crafts.  It is a walkout basement with plenty of natural lighting and easy backyard access.  As described, his idea seemed perfectly reasonable to me.  Three hundred square feet is plenty of room for a manly retreat.  It would easily accommodate his adult sons, friends, and brother-in-law.

We are Cigar aficionados.   We often enjoyed fine cigars and Bourbon together.  That was before he moved back to the Chattanooga area.  Now, during pleasant weather, Stan smokes on his deck.  I am curious to know how he manages during foul weather.  A Cigar lounge would become a trendy addition to his home.  It would be handy during the college football season.  I told Stan that I liked his plan.

This project is relatively simple.  He said that a demising wall is needed.  He also mentioned that the distance to the first-floor joists is relatively high, so he plans to install a drop ceiling.  Otherwise, it’s just basic wiring for electrical and then putting down a floor.  It is not a big project.  We did not discuss an elaborate Bar setup or Cigar Humidor, so I assume a mini refrigerator would satisfy his immediate needs.  We discussed HVAC only as it regards a smoke evacuation system.  However, Stan did not think that would be necessary.  There is a need for at least one register and a return air vent.  He is not interested in doing the work so he will hire a contractor.  He asked if I thought $10,000 would cover the cost.  I told him that was doable.  Stan can easily afford the cost of finishing this space.

Stan’s Cigar Lounge is less complicated than it would be for most.  Finishing this space is entirely discretionary, solely for his enjoyment.  He is on the cusp of full retirement and will spend more time at home.  He and his wife have a large house and don’t need additional living space for a growing family.  His home office is upstairs, and most of the basement is finished.  The space will be an easy buildout.  He would enjoy relaxing in his cigar bar but could live without it.

Stan’s situation is an easier decision than most.

    1. He has a particular need
    2. It is a relatively small area
    3. The basement is already mostly finished
    4. The construction cost is not an issue
    5. The value of his home and neighborhood can easily absorb the investment.

Deciding to finish a basement or add additional living space is more complicated for most people.  The questions the homeowner must resolve in a typical situation include:

    • Is the need for additional space mandatory or discretionary?
    • If it’s mandatory, is the cost-benefit analysis favorable? i.e.,
    • Is it better to sell the current home and move into something larger?
    • Will you live in the house long enough to get a return on your money?
    • And, of course, do you have the funds or the ability to finance some or all the costs?

Regardless of the scope of your project, whether it is mandatory or purely discretionary, you must begin with a plan.  Create a floor plan and a materials list, and itemize labor costs.  Consider furniture, fixtures, and equipment as appropriate.  You may be required to obtain a permit, so consider having professional drawings developed, including input from structural engineers or architects if necessary.  Factor the cost of those drawings into your budget.  Calculating project cost is the starting point for all your decisions as you progress your project toward completion.

Once you establish a realistic project cost, you can determine if it is affordable and a good investment.  Your most important consideration is the relative value of the homes in your neighborhood and the length of time you plan to live there.   If the cost of your project does not significantly increase the basis in your home, and you have enough time to recover your cost, investing is probably a safe bet.

Creating a new living space in an unfinished basement can be a good investment and increase the enjoyment value of your home. However, it requires thoughtful analysis.

 

Thank you for visiting our blog.

 

Jim Weber, Managing Partner – ITB Partners

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our point of view and would like to receive regular posts directly to your email inbox.  Toward this end, put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me, so please leave a comment.