The 5 “R’s” of business

I was reading a recent sales article and reminded on how much the details matter.  We forget the 5 R’s at our peril.

They are Relationships, Results, Retention, Referrals and Revenue.

For most businesses, Relationships are the understated part of success.  Before I bought my leasing company I was privileged to learn from Steve O’Neill, the owner.  Steve got more done from building informal relationships than anyone I ever met – it probably represented over 90% of his business success.

How about your business?  What relationships do you have with  clients, suppliers, partners, competitors, etc.?  And, how do those relationships lead to referrals?

We’ll touch on these “R’s” in future posts, but it’s a good topic to think about – if you are interested in increasing your Revenue.

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Good Communication

I get business email tips from http://connect.manta.com. The one today said “don’t send emails when you’re angry“. While emails filter most emotions, especially humor; anger seems to come through even when you don’t mean for it to. So stand up, walk away from your desk and count to 10 before dashing off that email.

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Joe’s Economic Predictions…

Having recovered from my tryptophan induced nap after Christmas, I’m ready to provide my 2011 review and predictions about the US economy for 2012. As always, once the tinfoil hat is off, I’ll disavow any wrong predictions made by the author (that being myself).

So here goes:

2011 GDP growth will come in at a little under 2%.  That beats a recession but isn’t enough for real growth.  My estimate for 2012 is slightly better at 2.5%.  That’s worse than most post recession recoveries which are generally 4-5%.

JobsThere are a couple of keys to recovery and one is the job market.  What has gone largely unnoticed is that the job market has improved.  There has been a net job increase exceeding 100,000 per month over the last 5 months - the last time we had numbers that good was 2006.  Additionally, new unemployment claims dropped to their lowest level since 2007.  All of this is positive, but we are still not seeing growth.  When you add young people who start working and people who come back into the job marketplace, 100,000 new jobs per month is a replacement number not a growth number.

At 2011 year end, the unemployment rate is a stubborn 8.6%.  I expect next year to see a decrease to 8.2% by year end 2012.

Housing.  This is the recession’s most difficult problem.  Current forecasts predict housing will be stuck until 2013.  There is a huge glut of unsold homes, both those now for sale as well as an estimated 1.6 million homes that are vacant and not for sale yet or have people in them who are not paying (called the shadow inventory).  This will continue to drag down mortgage equity and pricing.  This is very regional so some parts of the US are doing quite well (North Dakota), while others are not (Stockton, CA).

Business lending.  There are two issues effecting lending today, supply and demand. Normally they move opposite to each other but now we have both low supply ( little access to money) as well as low demand (few businesses who wish to borrow).  In 2011 lenders began easing requirements from incredibly tight parameters.  Credit started to release for for the largest companies but is only now making its way to the small businesses.  The other side is demand.  For the last three years, businesses have been both de-leveraging (paying off debts) and cash hoarding.  What businesses have not been doing is much investing, which is the activity that creates new GDP and new jobs.  In 2012 there won’t be an increase in cash hoarding and will be an increase in capital expenditures.  There won’t be a huge rush for expansion - even though this is a great time to do so.

Risks.  There are couple of risks that could derail the US recovery.  Here is what I think they are:

EuropeThe continent is struggling.  The Eurozone is in a no-win situation in that they can’t let Greece, Spain or Italy fail; but the costs to prop them up both monetarily and politically are enormous.  Europe will continue to struggle and is already falling into a recession.  If the recession is mild it shouldn’t derail the US recovery.  If it becomes a major one and if Europe allows Spain and Italy to fail, all bets are off for US and the rest of the world.

US politics.  If 2011 showed anything it’s that politicians are more interested in party politics than in crafting good economic solutions (in this writer’s opinion).  The downgrade of US debt in 2011 was both unnecessary and avoidable.  The consequences of that were not felt immediately, but will be a problem long term.  Since then the US political system has lurched from artificial crisis to crisis with no end in site.  In 2012, nothing the politicians will do will help the US economy in a significant fashion (a bipartisan agreement along the lines of the Bowles/Simpson program would help, but that is about as likely as snow in Washington DC in June).  While I don’t think that the political system will do much to further hurt the US economy, a government shutdown or default on paying its obligations would be a problem.

Okay, here’s the summary:

For 2012 I predict (drumroll please).  GDP will be slightly better at 2.5%.  Unemployment will be slightly better at 8.2%.  Real estate prices will remain flat in 2012 or drop slightly.  Access to capital will gradually increase and rates will stay the same as they are today.  In short a continuation of 2011′s almost imperceptible recovery – but better than the alternative.

Feel free to tell me what your predictions are.

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Financing for businesses

I generally don’t use this forum to promote equipment leasing or our business but had some recent experiences I thought worth talking about.

If you have a small business, there are other options than banks for financing.  Today banks cater to businesses and individuals that don’t need to borrow.  For those clients banks will provide the best rates and other perks (you could call those folks the 1% if you will).  For everyone else, banks are not interested in you except as source of funds (you leave your money with them and they give you zero interest and often many fees in return).  That’s incredibly frustrating.

I recently looked at mortgage financing.  I found it incredible at how difficult a conventional bank made the process.  When we borrowed to purchase our home 17 years ago, we opened and closed escrow in 13 days.  When we got a home equity line 8 years ago, the process was completed in 1 day.  For this transaction, not much different than either of those it will take longer than a month (really???).

A private funding source such as a lease company like www.fitleasing.com will help deal with the stuff that a big bank puts you through.  You may pay a little more (or maybe not) but it’s definitely worth having someone working on your behalf who knows your needs and how to work through the bank’s baloney.  It will certainly be a more enjoyable experience. 

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What to do when “it” didn’t work?

As small business owners we put so much effort into a project like getting a new client that it can be disheartening when the result was failure. So what happens next?

I suggest two steps.

First, ask yourself “what did I do right?”  All too often we get caught up in the blame game.  I blame others (employees, customers, the economy, the world) and most of all myself.  This becomes a vicious cycle that doesn’t make things better.  Celebrate success, even if it’s the smallest step.

Second, ask “What can I learn from this?”  Every encounter can be a teachable moment.  We can learn from the successful events, but we learn much better from the unsuccessful ones.

Lastly, put into practice what you learned.  Feedback, unapplied is just noise.  Knowledge applied leads to results.

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How Bad Is It?

As an adult, I have been through three recessionary business cycles; ’90-’91, 2000-2001, and this one.  This seems to be far and away the worst.  Of course that could just be the advantages of time.  In 1990, I was trying to get a job in the banking industry at a time that the thrift loan failures were at their peak.  I spent 9 months unemployed so maybe it was worse – but right now this feels worse.

That doesn’t mean it is.

I read this brief article that said the “misery index” is measured by unemployment and inflation and it reached it’s highest number in 3 decades at 13.  However in 1980 when we had both unemployment and inflation the index reached 20 http://lifeinc.today.msnbc.msn.com/_news/2011/10/27/8510395-good-graph-friday-and-you-thought-you-were-miserable.

The fact is, while 9% of us are out of work, 90% of us are employed.  In the last three years Americans have increased savings at the highest rate in decades and shed debt at the same time at unprecedented levels.

Maybe I’m wearing rose colored glasses, but it seems to me that all this upheaval is creating new opportunities somewhere.

Now if I could only find where I left that “finding opportunity” manual.

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Favorite Business Books

The joke in my house is the number of books on my “Top 10 List” is about a hundred – and it’s probably true.  Here is my current top 10 list in no particular order:

1. E-Myth Revisited by Michael Gerber – It causes you to think about your business in terms of systems of delivery and the process of doing whatever it is your business does.  http://www.e-myth.com/.

2.  Think & Grow Rich by Napoleon Hill – Written in 1937, this is the classic about focus and determination.  http://www.naphill.org/.

3.  The 4 Hour Workweek by Timothy Ferriss – Reevaluate everything you thought about what is success and what it takes to achieve it.  http://www.fourhourworkweek.com/blog/.

4.  The Tipping Point by Malcolm Gladwell – Laugh at the hair if you must but this is A book to help you think out of the box about why change happens.  http://www.gladwell.com/.

5.  The Richest Man in Babylon by George S. Clayton – Originally published in 1955, another classic, not about business, but following this advice will make you wealthy and secure – if you can muster up the discipline.

6.  How To Become A Rainmaker – By Jeffrey Fox – Really one of the best books and great salesmanship.  http://www.foxandcompany.com/index.html.

7.  How I Raised Myself From Failure To Success In Selling by Frank Bettger – In my opinion the first, best book ever written about great salesmanship, written in 1949 and still the best today.

8.  The Five Temptations of a CEO – by Patrick Lencioni – A great parable about taking responsibility for yourself and your company.  http://tablegroup.com/.

9.  The Ant and the Elephant by Vince Poscente – This wasn’t originally on my top 10 list – it is an excellent book about how the subconscious mind guides or decision-making and how to actively direct it, but didn’t originally make the list.  However, earlier this month I met Vince Poscente and heard him speak.  He is an Olympic athelete and professional business coach and hearing him speak really brought his principles to life for me.  http://beinvincible.com/.

10.  The Idiot Factor by Larry Winget – A take no prisoners approach to personal responsibility in business and in life.  Don’t read it unless you want to be confronted by the Truth.  http://larrywinget.com/.

And one to grow on:

11.  The Breakthrough Company by Keith McFarland – I’m reading this now, I had an opportunity to meet Keith last week when he spoke at a Vistage meeting (coaching organization for CEO’s).  If you want to take your business from entreprenurial to large enterprise, Keith offers great advice.  http://mcfarlandstrategy.com/.

Next year, I’ll probably have a whole different group although some of these have been on my list for over 20 years.

Happy Reading!

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Tell the Truth!!!

Recently, I was asked to review financials for a client’s new business. They told me that they made $100K per year. When we got their tax returns, the self-employed business grossed $47K and netted $21K. They also had very bad credit, which they neglected to tell me.

Did they think I wouldn’t find out?

When I questioned them about the differences, they told me that their “real” income was $100K and that much of it was cash under the table. My standard response to that is “our banks feel if you’ll lie to the IRS about how much you make, then it’s equally likely you’ll lie to us.”

When looking for funding, always tell the truth, even if it’s difficult.

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Guns “N” Getty

This was from a date my wife and I had a while ago.  We went to a shooting range and then the Getty Museum.  I’m trying out a new video program called Animoto.  Tell me what you think.

Guns N Getty Animoto 9 1 2011

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Personal Credit & Credit Scores (5)

Okay, last post on this topic – I promise.

Improving your score.  First, there is no magic bullet.  Credit scores are improved best by prompt payment history over time.  Here are some tips to improve your score from www.myfico.com.

1.  Check your credit report.  You don’t know what’s wrong until you know what’s on it.

2.  Pay bills on time.  Sounds trite, but it’s true.

3.  Reduce debt you owe.  Especially credit cards.  The lower the balance, the better.  Cancelling your credit cards can hurt your score because the score model looks at percentage of credit card debt to available.  For example if you have 10,000 available on two cards and a $5,000 balance you have 50% available.  If you cancel one of those cards and now have a $5,000 balance and $7,500 total available you only have 33% available and that hurts your score.

4.  Get current and stay current.  Older accounts with problems hurt you less than newer accounts with problems (but problems are still problems and stay on your credit report for 7 years except bankruptcies and foreclosures which stay 10 years).  The more you are current the better your score.

5.  Pay off debt rather than moving it around.  I hear lots of people open new cards to get a teaser rate and transfer debt.  This hurts your score and for most people leads them to increase their debt.

6.  Watch inquiries.  Don’t do lots of inquiries spread out over a long period of time.  If you are buying something like a car, keep the credit inquiries few and close together (a day or two).

Lets say you have a dispute over an error.  

Write a letter to both the credit agency and the company you have the dispute with.  Here is a sample of the letter’s format: http://www.myfico.com/CreditEducation/Rights/SampleLetter.aspx include copies of documents that prove the error (not originals).  Make sure you keep copies of the letter you send and the date.  Expect that it will take 30 days or more for anyone to respond.  Be prepared to follow up, be persistent but not pushy or angry.  The credit agency is required to investigage the issue and render a decision based on their understanding of the facts.  If their decision does not go your way, you can have a statement put on the credit report that you disagree with the item on your credit – this may cause some lenders in the future to contact you and get your side of the story.

So that sums up credit.  Remember, it’s your credit not the credit agencies so it’s your responsibility to make sure it is as good as you want it to be.

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