Posts tagged "SMART"

Advice Strategy

5 Key Non-Financial Metrics

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“Companies that establish clear lines of sight to the metrics that matter and then make sure that employee behavior is aligned with those metrics can create enormous value growth.” Tony Siesfeld and John-Paul Pape

Over the past two weeks I have been discussing both financial and non financial metrics. They both have their place in helping manage businesses better. I find non-financial metrics fascinating and am inclined to look at them for guidance in comparison to financial metrics. Unlike financial metrics which are purely numbers performing in different segments, non-financial metrics provide much deeper insights into the inner workings of the business. They help understand why certain financial metrics turn out the way they are and what changes can be brought about to improve them. Some however find safety in numbers and are less inclined to rely on these relatively intangible measures. As entrepreneurs we have to look after the business on multiple fronts. We must have the ability to quickly assess several key components on a regular basis. Outlined below are five relatively generic key non-financial metrics. They can be applied to all sorts of business models to help you gauge the level of progress being made from a dashboard view.

1. Customer Satisfaction: Acquiring a customer is only the first step, providing value and satisfying the customer is where the actual work begins. It is a well known fact that acquiring a new customer is between 5-10 times more expensive than retaining your current customer base. To measure customer satisfaction comprehensively we need to take into account all major touch points where the customer will be interacting with our business. Subsequently we will need to choose several sub metrics such as perceived quality & value, trust and loyalty to accurately gauge their satisfaction levels. These can be measured through a variety of tools such as surveys, focus groups and observations. To learn more please click here.

2. Employee Loyalty: Employee loyalty has been directly linked to the customer’s loyalty and corporate profitability. Whether you are a new start up or an established one, this measure needs to be continuously monitored. From the very beginning employees must be told what to expect when they join the firm. They need to be made part of the inner circle to avoid alienating them. Growth and development opportunities must be presented to keep their motivation levels high and lastly they need to be compensated fairly for the work they are doing. Each one of these sub measures needs to be monitored along with several other key indicators such as burnout thresholds. To learn more please click here.

3. Innovative Index: Innovation is measured very differently in various organizations. I believe innovation relates to the ability of an organization to continuously improve on its existing product/service ranges as well as to develop complementary assets around them which will enhance their core products. This will help create multiple lines of business and will keep the business afloat when a core product faces strong competition or a recessionary pressures. To learn more about this metric please click here.

4. Market Share: There is substantial evidence which states that market share is directly related to ROI. With an increase in market share a business can expect to benefit from economies of scale that ultimately lead to better operating margins. A business therefore becomes stronger by gaining market influencing powers and equipping itself with quality management teams. To measure a business’ market, one needs to first understand the industry, competitors, customers and other market factors which have a direct impact on it. Through the understanding of these measures we can calculate how much the total market is worth and then determine our share. Accordingly we can then measure how we grow market share over a period of time. To learn more about this metric please click here.

5. Execution of Corporate Strategy: Business all comes down to execution. Without this critical component we can make all the plans we want and prepare for every possible scenario and achieve very little. As business owners we set ourselves targets and construct strategies to reach them. The next step requires one to implement strategies through a set of tactics. This is the step that separates the talkers from the doers. Don’t get me wrong, careful planning, thoughtful preparation and taking calculated risks is very important. However it should not restrict someone from taking action. To learn more about this metric please click here.

Listed above are a set of non-financial metrics which I believe can be applied to most business models. Apart from these metrics, a business needs to be careful of other measures which are critical to their particular business model. In the end these metrics should not be the end all and be all of the organization. Their purpose is to primarily provide management with the ability to look at several key segments of the business and get an idea about their performance. I believe the correct use of these metrics helps us not only to become better leaders but also impacts positively and dramatically on the business. I would really like to know what non-financial metrics you are using and which industry you are in. Feedback and comments on the metrics provided above will be greatly appreciated.

Advice Leadership Strategy

Non-Financial Metric #5: Execution of Corporate Strategy

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“There is value in careful planning and thoughtful preparation. However, until there is execution, no plan is flawed; no preparation inadequate. Execution spotlights all.” Chip R. Bell

Business all comes down to execution. Without this critical component we could make all the plans we want and prepare for every possible scenario, but achieve very little. As business owners we set ourselves targets and construct strategies to reach them. The next step requires one to implement these strategies through a set of tactics. This is the step that separates the talkers from the doers. Don’t get me wrong, careful planning, thoughtful preparation and taking calculated risks is very important. However it should not restrict someone from taking action. When it comes to measuring how effective an ability to execute has been, we have to look closely at the following:

1. Goals: As mentioned many times on this blog, to be able to reach our goals they need to be specific, measurable, attainable, realistic and time specific (SMART). Many times when I have been unable to reach my target goals it has been due to the fact that I left one of these important components out. When this happens there is a complete break down in the execution process as the strategies we select will be flawed and thus will result in the use of inappropriate tactics. Therefore be very clear with the goals and targets which one creates.

2. Strategies: Good strategies comprise of objectives, scope and competitive advantages. Through goals we can establish what the business wants to achieve. For example say, our business wants to increase traffic on our website by 10% over the next quarter. The strategy for such an objective could be something like “increase traffic on our website by 10% over the next quarter by tapping into the the 18-25 demographic in Europe through leveraged relationships with our European affiliates.” If we were to leave the statement at tapping into Europe we would still be missing the “how?”.

3. Tactics: In the last statement we mentioned we would leverage our relationships with our European affiliates. Tactics need to translate this into reality by chalking out ways on how this can be achieved. For example, we could participate in some seminars next quarter in Europe, we could equip our affiliates with additional marketing material or we could even provide greater financial incentive to reach targets. What is important is that our tactics are aligned with our strategies which are aligned with our goals.

At the end if we were not able to reach goals then we need to go back and re-evaluate where we went wrong. This review process needs to take place on a weekly, monthly, quarterly and yearly basis. As a startup it is imperative that we continually evaluate how effectively we are executing and where we are facing the biggest impediments. When such a culture of accountability and execution is developed it turns into a huge competitive advantage.

Advice Inspiration

5 Tests of Commitment Levels

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“There are only two options regarding commitment. You’re either in or out. There’s no such thing as a life in-between.” Pat Riley

The quote above epitomizes the true essence of commitment . There are no middle roads, if you cannot commit to certain goals or tasks, you are better off saying no. Over the last week we have talked about five levels through which levels of commitment can be tested. The list below summarizes all five levels and can be a quick reference list before making a commitment .

1. Core Values: The first level for any commitment is the need to check it for direct alignment with your core values. These are a set of values inherent and embedded into individual systems. They are the result of life experiences, culture, environment and spiritual belief systems. If we make commitments which deviate  from these core values, it will result in a disconnect, making it difficult to achieve set goals. To read more about core values and commitment please click here.

2. Goals: All of us have certain goals and targets we  want to achieve in life. These goals need to be based on core values. When we commit to a certain SMART goal, it is vital to think it through meticulously. It is only once you go into details that a commitment level is required and you can then gauge if it is something you aspire to. If the commitment is in line with core values and is something you want to work towards, you are ready for the next level. To read more about goals and commitment please click here.

3. Time: Committing to a goal requires an appropriate demarcation of time. Committing to a goal without the necessary allocation of time will result in half hearted attempts which are not productive. This is not recommended and one needs to be careful about being able to take out enough time to achieve particular tasks. Once time is allocated to a particular commitment we are ready for the next level. To read more about time and commitment please click here.

4. Support: Once we have committed to a certain goal, we need to ensure continuous support to it through the good and bad. One will most definitely encounter setbacks, this may lead to doubts about your level of commitment to the goal. Therefore, breaking commitment into manageable components is recommended, this will allow you to focus with greater accuracy as also support critical functions more appropriately. If you are committed to supporting your commitments you are ready for the last level. To read more about supporting your level of commitments please click here.

5. Improving: The last stage involves testing efforts to constantly improve on the level of commitments made. It is essential to continue to develop and enhance the processes we use to reach certain goals. This creates momentum and helps maintain levels of enthusiasm. It also provides motivation to acheive excellence in whatever you commit to doing. To read more about improving levels of commitment please click here.

These five levels provide a framework to test how committed you really are in achieving a set of goals. They force you to look deeper into situations to ensure that you are truly committed. Making a commitment is a serious matter and one which should not be taken lightly, specially in a startup venture where the team needs to pull its weight together to achieve goals. Individuals who do not honor what they commit to, cause hurdles that need to be dealt with immediately, so as to ensure that high levels of enthusiasm and motivation are maintained in the team.

The next time you need to make commitment, remember to test yourself for how committed you really are!

Advice Inspiration

Improving Commitment Levels

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“The will to win, the desire to succeed, the urge to reach your full potential… these are the keys that will unlock the door to personal excellence.” Eddie Robinson

Once a stage is reached where we actively support and work towards commitments, the next and final stage is improving the processes. This stage involves the commitment to continuously strive for excellence in all we commit to. We have to continue to find ways through which to improve on the processes currently in place. This will make the journey not only more exciting but also keep it from reaching a mundane and stagnant state .

The danger of a current set of processes stagnating is directly proportional to levels of complacency. This results in dramatic decrease in levels of motivation and drive to push harder. For example, with my current blog I am reaching a stage where I feel the need for change in layout design and functionalities.  I have hence begun working on these aspects to bring in a change. This continuous commitment to improve what we are working on not only makes our work more interesting but keeps the momentum levels high and ensures optimal levels of work.

The same logic applies to working on new startup ventures. There is a need to identify segments which are not working to potential and to ensure that improvements are put into place to rectify trouble spots. Without inculcating a culture which promotes continuous improvements to processes, naturally results in rigid organizational approaches where change becomes a challenge. This ultimately results in organizations being unable to realize their true potential. 

Hence every organization committed to achieving goals and growing its business, needs to inculcate improvement of current processes as a cornerstone of their strategy. This will provide them the ability to not only honor their commitment, but also enhance the capability to reach their true potential and unleash the power of their teams. 

 

Advice Inspiration

Supporting Commitment

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“When you get right down to the root of the meaning of the word succeed, you find that it simply means to follow through.” F W Nichol

It is only once we have our commitments chalked out and demarcated time to ensure they are completed, that the actual process begins. At the beginning it can be intimidating to figure out how to begin this journey. At this point it is essential that you focus on encapsulating the commitment into manageable components and identify which parts are the most critical. This is vitally important if you are part of a team which has joint commitment to reach certain targets or goals. If you are leading this team, you need to identify the important components and then lead by example.

When you start working on these critical components you will gradually begin to see movement towards desired goals. Progress in the correct direction, provides a great boost to overall productivity of a team and motivates moving forward. This level of momentum helps achieve fantastic results. For example, when I started this blog on the 1st of January 08 I made a commitment with myself to write daily for the entire year regarding entrepreneurship and life. At the beginning I was working on getting my footing correct and identifying the direction I wanted this blog to take. I settled into a weekly routine and readership has been increasing. This increase has provided me the encouragement to continue writing and give it my best.

Along the way you will most definitely face a fair share of trouble and doubts. There will be times when you will not get the results you expect and will question yourself on moving forward. At other times you will experience great hardship in the form of losing a big deal, a vital team member or negative feedback. All of these will test your commitment and  the strenght to keep moving forward. If you have made a commitment, it becomes your responsibility to stand up and defend what you are wanting to achieve.

This applies to all kinds of commitments, business, career or relationships. If you are not committed in supporting it through the good and the bad, keeping your level of commitment constant will become an increasingly difficult challenge. When you make a commitment, ensure that you will be there to support and defend it no matter the hurdles on the way.

 You are now ready to move to the last level.

Advice Inspiration

Time and Commitment

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“Commitment is what transforms a promise into reality. It is the words that speak boldly of your intentions. And the actions which speak louder than the words. It is making the time when there is none. Coming through time after time after time, year after year after year. Commitment is the stuff character is made of; the power to change the face of things. It is the daily triumph of integrity over skepticism.” Anonymous

After you have identified core values, set goals, made a commitment to them; the next step involves starting the journey to acheive your target. Time and commitment go hand in hand. Commitments made without proper allocation of time, result in half hearted attempts which lead nowhere. When you make a commitment, be it for a business, towards a job or even a relationship, choosing the middle road results in very little progress. I am a firm believer in committing only when I know I will be able to allocate time and give it 100% commitment. 

Being a young entrepreneur this is something I have had hands on experience with. We are in a constant state of flux on this path, bouncing from one direction to the next. Harnessing this raw energy is a difficult process. I am involved in multiple business ventures at the present, however each of them have been allocated time according to my personal commitments to the venture. This has brought about an efficient use of my time and has allowed me to compartmentalize my day, week, month and year. Through this system I am able to give dedicated time to all the ventures I am involved with at the moment.

This is one word of advice I have for anyone thinking about setting off on the entrepreneurial path…discipline. This is not the easiest of paths, there are no clear boundaries and it is not sign posted to help you along the way. At times it seems you can be as free as a bird, at others you fight to catch your breath. Discipline is a vital virtue to move effectively along this path, disciplining time commitments, in my opinion, is of the essence, absolutely critical. If you want to seriously commence this venture make sure you are 100% committed by demarcating the time you allocate to the venture diligently. 

Once you have allocated time to your commitments ,you are ready to move to the next level.

Inspiration

Commitment and Goals

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“The more intensely we feel about an idea or a goal, the more assuredly the idea, buried deep in our subconscious, will direct us along the path to its fulfillment.” Earl Nightangle

I have memories of making many ambitious new year’s eve resolutions, every year, only to find myself coming up short at the end of the year, wondering what went wrong. A couple of years ago while still in college, I was out with friends over new year’s eve, once again the topic of new year’s resolutions came up, this time I also resolved to take this exercise seriously. I thought through the goals I had made in the past and found a couple of recurring patterns which included unrealistic timelines, instant fixes and a misalignment with who I really was. These unrealistic resolutions are often a result of lack of experience and naivety of age. I felt strongly however that this was definitely something that needed more working on.

Goals need to be in alignment with the core values that define you. Therefore, to set goals that go against these principles will surely create a disconnect between mind and body. This in turn inhibits the ability to achieve the goals we set out for ourselves. Setting goals after having identified your true core values must result in a stronger cohesion with your subconscious. The discovery of these values is a natural and ongoing process; we are constantly learning more about ourselves and this learning experience equips us to set inner and aligned goals in a better manner. 

Once you have thought of a goal which you would like to achieve, it helps if they are SMART goals. They need to be clearly defined with specifics and timelines. Only when goals are structured around achievement benchmarks will we be able to see the path that needs to be taken. Without this we will lose our bearings, not knowing which direction to take, often giving up on many pursuits.

The next step is to clearly define your goals.

Lastly you need to make a commitment to your goal and yourself that this is something you are going to achieve. There needs to be a comprehensive roadmap to get and most importantly you should know why you are taking this route and what you hope to learn along the way. There will be many times where you will be given the option to abandon what you started so enthusiastically. Those will be the times where your actual commitment levels will be tested. In startup ventures get ready to face a lot of such situations, when sales are slow, doubts are high and alternative paths are available. You need to ask yourself at those moments how committed are you to achieving your goals? 

Setting a goal is a serious commitment, please ensure the next time you make one it is done with the right intentions and reasons. You are now ready for the next level.

 

Advice Inspiration Sales

5 Steps to Close Your First Sale

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“Victory is sweetest when you’ve known defeat.” Malcom Forbes

Closing your first sale is one of the greatest highs you experience in your journey as an entrepreneur. It is a validation of your skills, passion and commitment to achieving something more than just the ordinary in life. There is no doubt that the journey to this milestone is a challenging one, it will test to the max and you will be able to gauge whether you have it in you to actually persevere and reach your goal. Having been through this exercise, I am now part of other teams on this leg of their journey I have put together a list of five concepts which have helped me .

1. Envision it: Before starting this journey, clearly identify where you want to go, how you want to get there and by when. Establish a picture of the entire process to enable you to visualize how you want everything to work. Once you have this image deeply embedded in your subconscious, you are ready to begin your journey. To read more about envisioning the sales process please click here.

2. Be Proactive: To be able to reach any goal in life you have to take action. Without it you will not be able to gather the momentum that is required to close that first deal and then successive deals after that. There is a need to be continuously proactive if you want to have success in any part of your life. If you want to achieve your goals and close that sale, you need to start taking responsibility for your success and action, today. To read tips on becoming more proactive please click here.

3. Ask: If you have hit a point where you are meeting a lot of people, pitching your idea and getting some interest but no sales then you are not asking for the sale correctly. Subconsciously we do not want to be the pushy salesperson . We begin to let this thought influence the sales pitch process and what happens is that the prospect is never really posed the question to buy. You need to start asking for the sale much more proactively to start closing deals. To read more about asking for the sale please click here.

4. Patience: There will be times during this journey where you will get frustrated, irritated and sometimes quite angry because you are unable to hit your targets and goals. This impacts detrimentally on the entire sales process as it decreases productivity, efficiency and your positivity. Having patience during this journey will be critical in your progress, remember, research shows that we usually quit just before we are about to hit something really big. To read more about this critical success factor please click here.

5. Learn from Failures: There is no failure only feedback. When times are tough, patience is low and we face setbacks, an entrepreneur starts to question everything. We begin to start blaming external factors, our team, our product or the economy. However this stance will not change the outcome or increase the probability of your closing the sale. You need to take the failures that you face and convert them into feedback to help you succeed. To read about strategies to convert failures into feedback please click here.

I sincerely believe that by following these steps coupled with hard work, determination and belief in your capabilities you will achieve your goals. We have to stop making excuses for ourselves and playing the blame game. If we truly want to succeed we have to do whatever it takes. Believe in yourself, your product/service and the your ability to successfully sell. No hurdle will be too high and when you finally get there, embrace the moment. Be thankful that you have been given the opportunity to prove yourself because, believe me, the journey is just starting, and it doesn’t become any easier!

I wish all of you the best of luck!

Advice Inspiration Sales

There is no Failure only Feedback

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“Develop success from failures. Discouragement and failure are two of the surest stepping stones to success.” Dale Carnegie

If there are 6 words which have truly helped me in my journey as an entrepreneur to date, they are, “There is no Failure only Feedback”. They have allowed me to flip just about any situation when things are not doing well and I begin to doubt myself. The process of doubt starts with losing a sale when you were relatively close to finalising it.  The world seems to come crashing down at this point . You start to wonder about your future as an entrepreneur or in sales, next, you start to doubt the viability of what you are selling. You begin to blame all sorts of external circumstances for the situation you are in and, motivation, productivity and optimism take a nose dive.

During my second start company which was in the Import/Export business I experienced this situation at the beginning. Disillusioned at this, because of the success of my prior company I began to wonder what was happening and I started blaming everyone apart from myself. At this point a close friend who has done very well for himself in the same line of work, gave me some much needed advice. When I explained the situation to him, he reaffirmed my share of bad luck but helped me understand that my attitude towards failure was the real culprit. I had begun to take it too personally and it began to blur everything around me to a point where I was unable to put myself in a position to close that sale. He left me with the advice to use each one of my failures as feedback to refine my approach in the future.

At first it was confusing, I was not being given any apparent reason when I missed an opportunity. How was I supposed to get feedback? That is when the lightbulb went off in my head. I started asking myself the right questions which then led us to develop customer feedback forms on marketing material, presentations, quality, price and overall satisfaction. I started to listen to what my customers wanted and how we could position ourselves to fulfilling these requests. That was a turnaround for me in my journey and now, when I speak to, listen or read about successful entrepreneurs there is a common thread “Failures are pillars to your success”, we have to respond to them in the correct manner to make sure that we learn, adapt and provide what the market truly wants.

If you haven’t had success in closing your first deal yet, break down your current sales process from start to the finish. Get feedback, talk to individuals who have had success in that area, survey your target segment and figure out ‘Why your customers are not buying from you ?’. Then, use that information to adjust your sales process to get the results you want!

Advice Sales

The Key to Success

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“Patience is waiting. Not passively waiting. That is laziness. But to keep going when the going is hard and slow – that is patience.” Anonymous

During the tizzy of making a prospect list, calling potential clients and fanatically focusing on closing that first deal we forget a fundamental concept which will in turn be a fundamental component in your final sale,  that is, “Patience”. Earlier on, we established the need to set SMART deadlines to reach our goal. Setting that goal does not mean however that you immediately make a dash for it in a 400m race. If you do, by mid race you will run out of steam, and that will drastically impact the probability of closing a deal within your specified time frame.

From the word ‘go’ roadblocks will be encountered along the way, unless these are faced with patience it will be difficult to reach your goal. It is definitely not fun when you make 4 calls without generating any interest, I know the feeling . However it is usually a later call where you actually hit something. If we lose patience, it directly impacts our ability to move forward effectively and in a positive and persistent manner.

During the next couple of stages in the sales process whether it is pitching, negotiating or managing a client as sales individuals or entrepreneurs, patience is definitive for productivity. Rushing in and giving too many discounts, negotiating too quickly or getting fed up with a clients constant complaining will lead to leaving money on the table and not building the sort of relationships which will be based on an equal footing in the future.

Sales is a challenging process and securing that first deal seems almost impossible at times. You need to remember to pace yourself during the process, pay attention to details without rushing through the process. This will not only be a more satisfying process, I have found it provides you with a level of inner peace and calmness which helps you focus and eventually get that sale a lot more efficiently, effectively and often at a quicker pace. If you want to succeed at anything in life remember,  “Patience” is going to be a critical success factor. Best of luck!