Monthly Archives: June 2010

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For a Few Dollars More: Up-selling and Second Helpings

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Business has been rather soft for the past several quarters,  thanks to the tanking you-know-what and alas,  the sales girls at Saks and Neiman’s have not seen me for a while. When cash was in hand,  I built up quite the wardrobe.   I shopped prodigiously and wisely and my outfits still look good (thank you Donna Karan!).

Now when I look for something to wear to a meeting or party,  I must shop in my closet.  Lately,  I’ve been thinking of ways to apply that practice to my business.  How can I wring more action out of what I already have in-house?

In terms of resources expended and conversion rates,  maximizing business opportunities within one’s client roster is easier and more cost-effective.  I pretty much know what my clients want from me.  Still,  I wonder if there are ways to up-sell or entice with additional services? I wonder if I might have opportunities within other departments in an organization?

To figure it out,  I did some low cost market research.  As usual,  the best way to learn what clients need is to directly ask them.  Inviting  a  client to lunch or coffee,  away from workplace distractions,  sets the stage for a productive  exchange of information.

A good conversation opener is to inquire about new initiatives and/or challenges  in the client’s organization.  Ask next what you might adjust re: delivery of services,  service offerings and business practices that will make things easier for your client.  From there,  review the full list of your services.  Clients often will not remember all that you do.  This information alone may inspire your client to envision new roles for you,  perhaps even in those coveted other departments in the organization.

Guide the conversation to become  a  brainstorming session that will reveal where,  when and by whom value-added up-sells would be appreciated.  Arrange introductions to decision makers and obtain important endorsements of your work.  Learn the names and titles of gatekeepers and key influencers.

Client needs fall into two buckets:  anticipated and unanticipated.  The former needs are what you and your client will discuss over lunch.  You may be able to propose how your services can address some of these needs.  They are organizational goals and objectives and have a budget and timetable attached.

The latter needs require good  luck and timing on your part.  Maintaining communication will improve your odds of hitting the jackpot.  These client needs are ad hoc and often spring up suddenly.  They may constitute  a headache,  if not an emergency,  and they sometimes must be quickly addressed.

Position yourself to be at top-of-mind and viewed as the go-to problem solver by:

1). Meeting or exceeding client expectations every time.

2). Creating follow-up opportunities that are not perceived as either desperate or  annoying.

Some Freelancers like to keep a calendar,  so that they will remember to contact clients at regularly scheduled intervals,  sometimes with a newsletter.  The receipt of relevant information is usually welcome,  but my advice is to tread lightly.  Many vendors may be competing for your client’s attention in various ways and saturation point will eventually be reached.  Respect boundaries at all times.

My standard approach is to announce a new workshop to clients,  whether or not I expect them to buy.  Someone could surprise me! Client needs evolve in response to changes in the business environment,  as do yours and mine.  What was brushed off last year may be important now.

Sending news of a workshop is a  “safe” way to contact clients.  It violates no boundaries;  it demonstrates my expertise;  and it will get my name into their prefrontal cortex,  so that if an unanticipated need arises or unexpected money is dropped into their budget,  I”ll be more likely to receive an email.

A clever and indirect method of client contact is to make a referral.  You will receive  significant validation when that third party contacts your client and lets them know that you made the recommendation.

Maintaining contact with clients post-assignment is an effective strategy to mine additional revenue from your client list.  For $20.00 or less,  you can  invite your client  to update you on anticipated needs and learn about  new organization  priorities,  concerns,  fresh business opportunities for you and the decision makers and influencers who control access,  plus get advice on how to improve your business practices and hone your competitive edge.  Additionally,  you will learn how to craft a sales pitch based on selling points that you will emphasize when promoting those same services to similar clients,  new or current.

To attract revenue from unanticipated client needs,  devise unobtrusive ways to maintain the contact by offering value to the client.  Announce  new services,  speaking engagements or classes;  send a newsletter if you dare;  make strategic referrals;  maybe send links to articles that you know will be of special interest.  Make it a point to extract more sweet water from the well.

Thanks for reading,

Kim

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Keep Your Customers Close

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Adopting customer-centric business practices is now  THE  survival mechanism of necessity for Freelancers,  as well as businesses large and small.  Particularly for service providers,  the battle to escape the dreaded label  “commodity”  is on.  No one can afford to be just another replaceable face in the crowd.  The “me, too”  era  is over.

In order to keep customers coming back for more,  Freelancers are compelled to demonstrate unique value to those with whom we do business.  It’s the best way to stay ahead of the competition and make your name come to mind when a project needs to be done or a referral made.

While providing top quality products and services that meet or exceed customer expectations is our number one mission,  another important mission is to take  a  look at our business practices from the sight lines of our customers—from the outside,  looking in.  Assess the experience that customers have when doing business with you.

To make that happen,  find out all that you can about what really brings them to your door,  or to the door of competitors.  What assumed but unspoken set of objectives and expectations do they have? What alternatives exist that might possibly allow them to achieve those objectives without you? How easy, or cumbersome,  is it to do business with you?

Your website plays a role in this process,  especially if yours is an online business,  or customers typically search the web for your category of business.  List with GoogleMaps and Yahoo Local to help customers and prospects find you.  SEO friendly algorithms and key words will also give your website presence  a boost.

Furthermore,  your website should promote and reflect your brand very well.  Display core products and services prominently,  along with information that will answer frequently asked questions and get customers on the road to doing business with you.

If anything on your site is time sensitive,  e.g. your list of speaking engagements,  keep that updated.  Present  a website that is easy to read,  conveys relevant information in clear and simple language,  is not overly text heavy,  contains an appealing  “call to action”  and is easy to navigate.

Wherever appropriate,  leverage social media tools to provide additional communication channels for your customers.  2.0 is not only for communicating your brand and  message,  but also for letting people holler back.  Another method to get the heads up on customer priorities is through the online service,  Survey Monkey.  A brief  survey that contains well designed questions will elicit useful information and may shatter a few illusions.

A thriving business is built on the customer:  retention,  satisfaction and growth.  The products and services  we sell,  the way these are delivered and the prices  we charge are all based on what our customers need and accept.  To keep the cash flowing,  stay current with customer priorities and learn their thoughts about what your business does well,  what your competitors do poorly,  what you could offer that will make their lives easier  and what they are willing to pay to have it all.  If you can solve those mysteries  Freelancer friend, you will have yourself a nice little business!

Thanks for reading.  To those who are keeping score,  Freelance:  The Consultant’s Diary reached the one year milestone on June 16, 2010.

Kim

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The Doctor Will See You: Whatz Up With Health Insurance

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At last,  health insurance will soon become more easily accessible to those who live in the US.  Belatedly,  we have joined the ranks of  industrialized nations by taking important steps toward providing access to health insurance for almost everyone.

The health care bill,  which was signed into law on my birthday,  is far from perfect but it is a start.  Unfortunately,  we will continue to pay too much for health plans that may not cover enough—like mammograms,  Pap smears,  prostate exams or periodontal care.  If  you should find a plan that will cover those necessities of health maintenance,  the deductible is likely to be exorbitant.

My guess is that in most instances,  we will be forced to pay more out of pocket than we would like and that we’ll pay more for our monthly premiums than we would like.  Same old story,  pay more to get less.

The insurance  companies have already begun to petition state regulators for rate increases.  Several states are bound to let them have their way because they own our political representatives—which is how we got stuck with a raw deal on health insurance in the first place (but you know that).

FYI,  here is what the health insurance roll-out will look like for Freelancers and small business owners:

2010

Freelancers with pre-existing medical conditions will be  eligible to buy health insurance at reduced rates.  By October,  insurance companies will no longer be allowed to place lifetime benefit limits on insurance coverage for those with pre-existing conditions.

Businesses with fewer than 26 employees and average annual wages of $50,000 or less will receive a 35%  tax credit  IF  the business pays more than half of its employees’  health benefits.

2011

Businesses with fewer than 100 employees will be eligible to set up employee wellness programs and offer either bonuses or a maximum 30%  health insurance rate discount to employees who join the wellness program.

Employers will be required to disclose the value of employee health care benefits on form W-2.  Beginning in 2018,  holders of health insurance plans deemed  “expensive”  will pay federal taxes on their value.

2013

Tax exempt contributions to health care accounts for medical expenses will be limited to $2500/ year.  Medicare taxes will rise to 2.35%  on earnings over $200,000 for unmarrieds and earnings over $250,000/ year for married couples  (from the current 1.4%).  Employer tax deductions for the cost of retiree Medicare drug benefits will be eliminated.

2014

All citizens and legal residents of the US will be required to purchase/possess health insurance.  Freelancers and small businesses with maximum 100 employees will be able to obtain health insurance through health care exchanges that states will be required to establish.

Small Business Health Options Programs,  called SHOP Exchanges,  will allow Freelancers and small businesses with maximum 100 employees to band together and purchase health insurance as a group to (presumably) save money.  States,  however,  will be allowed to throw a curve ball and temporarily redefine a small business as one having maximum 50 employees  (through 2016 only).

Insurers will be unable to deny health insurance to anyone with a  pre-existing medical condition.  Businesses with 50+  employees that fail to offer health benefits to employees may face penalties of up to $2000/ uninsured employee.

In the meantime,  venture capitalists are looking to fund start-ups that can streamline and improve upon health care delivery systems,  especially for chronic disease management, physician/medical practice profitability tools and patient (customer) relations management.  A woman in my CEO forum operates an employee wellness program business.  She has just hired two part time staff members and is developing a sales pitch for investors.

A votre sante (to your health),
Kim

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Follow the Money: How to Hire a Bookkeeper

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Some business owners hire a bookkeeper because they loathe even the thought of diving into financial waters.  Their strengths are  “front of the house”  sales and marketing and not “back of the house”  accounting and finance.

While it is  smart to outsource what you know you won’t do and thus make sure that what must be done will be  done,  ignorance of business financial management  is unwise.  You may hate it,  but little by little you must learn to understand those docs and interpret what they reveal about how to effectively manage your business.

Another practical  way to keep tabs on business finances  (and make sure that your bookkeeper is honest)  is to do a monthly bank reconciliation.  Does the record of deposits and withdrawals make sense to you? Are the signatures on checks and withdrawal slips correct and authorized? Some businesses hire a separate bookkeeper to perform this function,  so that an unbiased  pair of eyes can scrutinize the financials and will be unafraid to question anything that looks questionable.

That said,  an expert bookkeeper will save you money and aggravation,  keep you out of tax and legal trouble and contribute to the profitability of your business.  It is imperative that this person is chosen carefully.  A dose of good luck is also very helpful! Here is what you can do to find the best bookkeeper for your business:

  • Learn the types of businesses that he/she has worked with.  It is useful to hire a bookkeeper who has worked with clients in your industry (but not direct competitors) or with clients of a similar profile (e.g. Freelancers).  An understanding of expectations and common practices,  typical problems and good solutions will then be brought to the table.
  • Ask  about your candidate’s  education,  certifications and professional society memberships.  Education and associations reflect the level of professionalism and priority that the candidate places on his/her career.  This quality will  likely be demonstrated in work done for clients.  See also the candidate’s web site and/or LinkedIn page.
  • Inquire about the candidate’s  employment history prior to going into business independently.  Previous employment in corporate finance is a big plus.  Especially if  this person will take charge of your books,  you’ll want someone who knows how to analyze the financials and make smart recommendations.  You want more than a data entry clerk.
  • Tell the prospective bookkeeper what you need managed.  Do you need payroll and payroll tax services,  handling of accounts payable and receivable,  financial statements and tax prep for the accountant (data into QuickBooks),  or complete management of your books?
  • Confirm the fee schedule.  Depending on your location and the services requested, expect to pay $50-$100/hour.  The more services you need,  the more per hour you will pay.
  • Find out your candidate’s availability.  Many bookkeepers have a full or part time job, or a second business.  Make sure your candidate can be there when needed.
  • Ask for references and follow up.

Best of luck and thanks for reading,

Kim

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When to Hire a Bookkeeper

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Occasionally,  I am asked to refer a bookkeeper.  The one time I was able to make such a referral,  the whole thing blew up in my face.  I introduced a former  student in the business plan course that I sometimes teach to a restaurant owner friend.  Unfortunately,  Ms. bookkeeper  flaked out and never came through.  The restaurant owner and I are still pals, thank goodness.  The bookkeeper’s contact info has been deleted from my files.

A couple of months ago,  a member of one of the CEO forums that I lead hired a bookkeeper whom I’ve known for 20 years (the referral was not mine).  Because my colleague is a smart cookie,  she decided to review the financial statements that were generated by her new bookkeeper.  Right away,  there was a problem.  A significant data entry error was made— yet somehow the bookkeeper managed to make the numbers balance.  Fortunately,  my colleague  was able to recognize the problem and call  it to the bookkeeper’s attention.

The interesting thing is,  her now former bookkeeper is highly regarded by many.  She has a sub-specialty in forensic  bookkeeping and regularly testifies in court proceedings.  So I guess that’s where she learned all the tricks! My colleague was mortified.  Thank God that was not my referral.

I deduce from these incidents that a  reliable bookkeeper may be difficult to find.  A sharp and trustworthy bookkeeper is a hugely valuable  asset for your business.  They can spot and resolve  money drains  and alert you to money saving practices  that you never knew existed.  A good bookkeeper is worth their weight in gold.

Like many Freelancers,  I keep my own books.  I  invoice,  make  deposits,  pay bills,  record transactions in Excel,  receive the 1099s and pay the taxes.  June 15 is fast approaching, quarterly tax time folks!  I manage to stay on top of things.

Nevertheless,  at some point it may become too expensive to perform certain administrative tasks.  Working and looking for work are the primary focus of the self-employed.  Our time and energy are best applied to making sales calls,  networking,  prospecting,  staying visible and generating income through our projects.  When administrative tasks encroach upon the time available to make money,  it then becomes  cost  effective to outsource those functions.

It is the responsibility of every business owner to develop a basic understanding of the  financial statements.  Our ability to make sound business decisions depends upon it.  A good bookkeeper (and accountant) will further analyze the data and provide more sophisticated advice for you.

Because they possess intimate knowledge of your financial history and flow of business capital,  bookkeepers know where you are most vulnerable and know  where the bodies are buried.  A dishonest or sloppy bookkeeper can really hurt you.  The best way to protect yourself  is to know what’s  going on,  so that like my colleague,  you can read  financial  statements and periodically review your bookkeeper’s  work.  You’ll  have a fairly good idea of what the numbers  should  look  like and know what questions to ask  if  things don’t quite add up.

To get started on the path to understanding financial docs,  I recommend  that  you  first examine the Pro Forma Cash Flow statement.  It’s like  a  household budget and is easy to read.  Pro Forma Cash Flow gives  reasonable  estimates of expected business income and expenses  for  a given month.  Go next to the Cash Flow Statement,  which might be generated either monthly or quarterly.  This document shows what was actually spent on business expenses and how much money was actually paid to you.

From those statements,  move on  to the Profit and Loss.  It’s  not much different from the Cash Flow Statement.  Notice that several categories on the P & L are also found on the  Schedule C tax form,  Profit or Loss  From a Business.  Lastly,  take a look at the Balance Sheet and notice it’s resemblance to a bank statement.  The Balance Sheet records your net worth at a given time,  the tally of business assets and liabilities,  and is usually generated quarterly.

Next week,  learn what you can do to make sure that the bookkeeper you hire is both a top drawer professional and appropriate for your business needs.

Have a good week,

Kim