From the desk.... ~ Diligent Assistant

August 12, 2018 by Jackie Appleby Leave a Comment

How much is your time worth?

Just pause for a second and really think about that. I’m asking how much money is your time worth to you? I’m not asking how much you get paid, or what your hourly rates are. I’m asking for a monetary value, how much is your time worth, per hour.

It’s likely that you don’t know, so let’s figure it out. I want you to dream a little. Perhaps you’ve just started your business, or perhaps you’ve been doing it a while but it’s not performing as well as you would like, you feel like you are working all the hours and not getting anywhere. I want you to visualize what your business looks like in 5 years, or 10 or 20, the timeline doesn’t really matter, it’s what you visualize that counts.

Dream a little

In this visualization, what does your life look like? What car are you driving, where do you live? Are you married? Have kids? What hobbies do you have? Do you go on vacations? Get a sense of what your dream life looks like. How much annual income do you need to support that lifestyle? Take a stab, $100K, $250K $1M? Don’t worry about how high this number is at the moment, we need a number to work with, but for this exercise to work you need to understand not where you are now but where you want to be.

let’s look at your dream business – what does that look like? Do you have staff working for you? Do you work from home or from an office? Do you have Mac’s or PCs? Use my Know Your Number Worksheet and start filling in the expenses per month section, of what your desired business looks like, not where you are now.

Cost of goods sold is a little harder to figure out since it’s linked to actual sales. This can be harder if you are selling a product over a service and you’ll tweak all of these numbers as you start to see the results. This exercise also helps to set your service rates and product offerings.

Now, here is the big one, how much time do you want to spend working? This includes time on money making activities (Working IN your business) and time on planning and growth (working ON your business). Enter this information into the worksheet too.

Make it uncomfortable

You should start to get a picture of what your time is worth PER HOUR. It probably looks a little high to you right now – that’s ok, this exercise was about looking at where you want to be not where you are now. It will help you to set your current prices with growth in mind and enable you to make good decisions around expenses and how many sales you need to build towards. If it looks totally unachievable, then you have to make compromises, maybe it’s not a Mercedes that you drive, or maybe you don’t vacation in Hawaii, maybe you don’t have a swanky office or a team of 5 staff, or maybe you want all those things and can find some additional hours to make it happen.

Keep playing with the numbers, understanding how many hours you have to work in order to provide the business and lifestyle you want. Note, the hourly rate you settle on should feel uncomfortable, you want to stretch yourself, otherwise, you will settle for mediocre and that’s not why you started this business. Also, note that there may be some offerings that you can charge higher rates for and some that need to be less. There is also residual income that can be earned all of which will contribute to your overall desired hourly rate.

Subcontract tasks

As far as expenses are concerned, now you can begin to see what you can farm out to others and what you can “afford” to do yourself. If you are a consultant, aiming for $150 an hour, it makes no sense for you to spend time that could be used on billable hours on the administration that you can hire a VA to do at $30-$40 an hour.

Know your rates

If you have an hourly rate in mind that you don’t feel you can get any lower based on business costs and lifestyle wants and it feels too uncomfortable to charge per hour, then get in touch and we’ll brainstorm some strategies and offerings to get you where you need to be!

April 29, 2018 by Jackie Appleby Leave a Comment

Software Review – Less Paper Co

Software solutions for small business owners is what we do best here at Diligent Assistant, however, we always run across the same issue. Where can we find a core system that does everything the client wants but doesn’t have the custom design price tag and works in the cloud for easy access?

A custom designed system is always the best way to go for long-term solutions to your business needs, yet it comes riddled with issues at the outset. With such a huge price tag (we are talking tens of thousands in many cases) it is often way out of a small business owners budget. Couple that with the fact that many business owners don’t know what they need their system to do early on as their business model is still in development. These systems are also usually installed on a company’s own internal servers and can only be accessed from set places. Cloud Software provides much more flexibility in when and how you access your business information.

The alternative is a mish-mash of systems that do various different things to give you everything you need, such as a CRM, Accounting System, Email Marketing, Project Management, appointments and e-mail and so on. These systems can add up in cost and if not seamlessly connected can result in errors, lost time through duplication and lost revenue.

I am currently working on a custom system build with a small software company called Less Paper Co, who I believe has created the perfect product for small business owners in the Field Service Segment. A completely customizable core system that doesn’t come with the huge price tag!

The system looks similar from client to client, with some standards such as dashboard and invoicing showing in the menus however the language is completely customizable as is the functionality of each module. The interface is clean and easy to use and it’s cloud-based software so you can access the system from anywhere that has an internet connection.

The process to get started was relatively easy, the only downside is that because the software is customizable there is no demo to try before you buy. Less Paper were able to send us some screenshots of what the system might look like and an important part of the process on our end was to create a wish list of our clients’ requirements and understand how they all linked together. This wish list was then sent to Less Paper who were able to advise what they could do (we got everything on our list) and provide us with the costs for the build and the monthly subscription cost.

Upon client approval of the costs, documents were signed in January and a deposit paid, then the project was scheduled for build in mid to late March. The first round of testing was completed late April, so it took about 4 weeks to build out the system to the required specifications.

Communication has been fantastic with Less Paper Co, we started off speaking to their sales team who were able to give us all the information we needed as far as system requirements were concerned and then handled all of the contract paperwork. In March we were handed over to their development team and communication has been via email, mostly with clarify questions as the development team are great at what they do but don’t fully understand every business need of their clients so they require additional clarification. Every step of the way, when one piece has been completed, we’ve been able to test and play around to get a feel for the system before going live. Sometimes playing in the system has lead to additional requests for small items such as re-naming areas to coincide with our clients’ internal language or adding email templates and automation which the Less Paper Team has been able to easily accommodate within the current scope of the project. There are a few items such as our request for an App that fell outside of the original scope and these will be revisited once the original system is up and running effectively.

As for the price – well it is also customized, dependant on your individual needs and wants but we can tell you that the build we just completed came in under $5kUS (way under) and costs $149 US per month for 5 users (field staff that do not access the system do not count towards the users but are still able to be scheduled). The system is going to probably half the time needed for invoicing, it will better enable orders to be kept track of both from a scheduling process and invoicing, it will assist with a very complicated payroll process and cut time down there and keep everything housed neatly in one place to save even more time looking for emailed orders and further correspondence. Overall the time saved on existing processes outweighs not only the monthly cost but also some of the custom build cost too.

We’ve been extremely impressed with the entire process and the end results of what Less Paper Company has been able to produce, and our clients are super happy too. We definitely recommend a look at Less Paper Co if you run and Field Service Based business.

April 6, 2018 by Jackie Appleby Leave a Comment

5 Ways to use LinkedIn for maximum Brand and Company exposure

You’ve heard of Linkedin, right? Then why aren’t you using it to network and grow your business?

Linkedin has around 500 million users with 250 million being active (stats updated Jan 1, 2018). If you are marketing to other businesses (B2B) or Corporate Professionals are your target Market, then Linkedin is where you should be spending your time. On top of that, Linkedin is totally under-utilized for small business owners so this marketplace is wide open! You just need to get in there and use it!

As with most Social Media, great things don’t happen overnight and you need to be committed and work it, work it, work it, to see results. If you are going to be successful on Linkedin, you need a solid Social Media Plan, that includes goals and tracking results. Here are 5 ways that you can use Linkedin to gain maximum exposure for your brand and your company!

Your Personal Profile

Many people still consider Linkedin as a digital resume site, but actually, Linkedin is a Search Engine first and Social Media Platform second. This means that keywords are super important if you want someone to find you that isn’t in your network.

Your profile is a great place to talk about your business and what you bring to the table, incorporating those all important keywords and making an impression with images and graphics. Your headline shows up in searches so make sure it’s enticing enough to encourage clicks! Once in your profile, make sure you have a good headshot as your profile pic and make use of the header image space with your business branding. Use the summary area to talk about your strengths and really make a connection with your audience – what are the pain points you solve for them?

Ask for recommendations. If you have worked with other LinkedIn Professionals and they are happy with your business services or products, ask them to write a recommendation for your profile, this can be done right within Linkedin. In today’s world where many consumers make buying decisions based on other peoples recommendations, this is a key area to grow on your profile!

Groups

Linkedin Groups still have more changes to come and honestly, they are not as user-friendly as Facebook Groups – yet! Some recent changes to Linkedin Groups now allow you to post videos, @ mention members and see Groups from your home page and in the feed. Joining groups where your potential clients are hanging out is a great way to connect with new people, but you have to work it! Make sure you are commenting and joining in with conversations, demonstrating your knowledge around your core skills and superhero abilities. Do not just post when there is a Marketing Opportunity, those types of business owners are over on Facebook…Linkedin is classier than that!

You can create your own group for extra exposure, but be prepared for a long journey there. You will need to post often (at least daily), draw attention to your group in other marketing activities and be prepared to talk to yourself for a while until the conversation gets going! There is the ability to customize welcome messages going out to new members which is a great feature, you can discuss the group rules and point them to your website for signup and extra info! Hopefully, with Linkedin doing some more “revamping” with Groups, this area will improve even more.

Articles (Formerly Linkedin Pulse)

Writing Linkedin Articles is another great way to gain exposure for your brand, and this is the area that really sets Linkedin apart from all the other Social Media platforms, being able to essentially write a blog and immediately publish it in front of 500 Million members – now thats worth doing! Again keywords are huge here as your articles can appear in searches outside of Linkedin too, however, if you are going to appear in a google search, you really want your Website visited before your Linkedin Profile so make sure your blog posts are optimized too (that’s another blog post!)

Articles written on Linkedin should be focused on building your reputation as a subject matter expert and encouraging people to follow you and your company page. As with other Social Media platforms, the more followers you have, liking and commenting on your posts, the more other people will see your content. One thing to ensure with articles though is that is not a replica of a blog post you already published. It can be repurposed content but it shouldn’t be the same – after all you want to direct people to “read more” at your website.

Company Page

Having a company page is important for a couple of reasons, the first and most important is that it allows you to pull through your branding onto your personal profile when you indicate that this is where you currently work. If you have employees, it also allows them to do the same, helping with brand exposure.

Secondly, the company page allows you to showcase your products and services, giving you a little more space to spread your branding message. The downside to company pages is that you have to have people follow your page in order for them to see any posts. As far as working Linkedin is concerned most of your posts should go under your personal profile until you have built up a significant Company Page Following.

Posts

Your posts will show up in feeds that belong to your network and those that follow you. As with all Social Media Platforms, the key here is to get people liking and commenting on your posts in order for others in their networks to see your content. It is therefore crucial that your posts are made of high quality, thought-provoking, shareable content – remember who your audience is here on Linkedin, many a CEO hangs out here and whilst they too have a sense of humour, that’s not why they are hanging out on Linkedin!

When developing your Linkedin Social Media plan, make sure you include all of these areas as part of it for maximum Linkedin exposure. If all this seems daunting, of course, we can help you with a plan, get in touch here to discuss your needs. Also check out the Linkedin Marketing Checklist here.

March 25, 2018 by Jackie Appleby Leave a Comment

Instagram Strategies for 2018: Social Media Content Marketing

Marketers can incorporate Instagram strategies into their content marketing programs to achieve a range of goals.

Sourced through Scoop.it from: insights.newscred.com

What are the hottest trends for Social Media Marketing in 2018?

May 18, 2017 by Jackie Appleby Leave a Comment

How to hire the best Customer Service Representatives

Is customer service an art form? Is it something that everyone should be able to do? Is it trainable or do some people just have a natural talent for it?

In a world where everyone is in a hurry, every transaction can be completed on a screen the size of a credit card and customer loyalty left the building when the www was created, it’s more important that ever for businesses to provide outstanding customer experiences to their customers. Price is no longer the main contender in the game, with service and location now ranking as the top criteria for perceived value.

So why then is it still so hard to get some good service around here? Companies spend millions of dollars every year on customer loyalty incentives, staff training programs and making it right clean up’s because it’s easier to do that than the obvious solution – hire the right people! Service roles are considered the bottom of the barrel, for the most part, especially retail – the most customer-centric industry around! Hiring staff for any CSR position usually includes making sure they can read the employment agreement and sign their name! Sure there are reference checks and the like but with such high turnover in the service industry, most businesses take what they can get! At my last employed position I had to jump through all kinds of hoops to get my position as a team leader, with personality and aptitude tests and yet, those employees being trusted to build relationships and nurture the very people that keep us in jobs, were only asked a series of questions “tell me about a time when”.

Those very same businesses spending all this money are also covering the costs of constant staff turnover because their CSR’s feel they are paid too little to receive criticism on how they could have had more oomph in their “good morning”, or because even though this is a CSR position, they are now expected to upsell credit cards, without the paycheck of a sales manager.

I remember working with a guy back in the UK in a contact centre, who was the complete opposite end of the spectrum to what the company usually employed, how he got the job, I still to this day do not get, but I remember listening to him on the phone one day. All my fellow CSR’s were cringing as they heard him address the customer as “My Dear”. “Are you having a lovely day my dear” he would say as he navigated swiftly through his computer screens, updating details like a ninja. “Now I am noticing that you have had no claims for your husband in the last little while, is he doing ok?” “oh yes,” she said, “now that he has no teeth, he doesn’t need to visit the dentist!” and how the two of them laughed – while everyone else shook their heads. What was this profounded “fun” this CSR was having with a customer, where was the professionalism? Of course, the company received a written letter from the customer a few days later, addressed to the CEO, expressing how she had very much enjoyed her conversation with the CSR and requesting in future could she please speak to only him.

I have met people like this guy before. They are the “yellow” personality trait if you do insights, or Sanguine if you have read personality plus or the “ESFP” from Myers-Briggs. They are unruly, don’t like being managed, they are unorganised, generally messy and everything you probably don’t want to hire, on paper. But in reality, they LOVE people, and people love them and they are ideal for Customer service positions. I wholeheartedly believe that some people are born to make others happy, that is their mission in life, and if you are lucky enough to find someone who just loves to talk to your customers all day long, make sure you hang on to them and pay them what they are worth – way more than industry standards, and don’t yell at them because they didn’t clean their coffee mug!

Yes, great customer service skills can be trained, but to really stand apart, you also need to have a personality. When you let these entrepreneurial spirits sore, the referrals and sales become a natural progression and more genuine too. Customers won’t feel like they were pressured into something they didn’t really want. These yellow personalities, take the time to find out more about their customers and so can more easily match products and services.

So next time you need to hire a CSR, tell them the interview is a toga party and then hire the ones having the most fun!