Running a small business means juggling countless projects. You’re wearing multiple hats, like CEO, manager, strategist, accountant, owner, and product developer. In some instances, you may also be the face of the business, being interviewed by journalists and podcast hosts. And, not to mention, you’re also seeing how your product or service is being received in the market.
Keeping up with these demands can be exhausting, and you may not realize that the internal workings of the business are going awry. Thousands of small businesses don’t make it past their first year or two, often because they are missing out on opportunities. Some are too closed-minded and only worry about making it through the day. Others are focused on the big picture, not the important operational details. To ensure your small business doesn’t drop a single ball, here are three things to focus on as a business leader.
1. Manage Customer Interactions
Customer service reigns supreme, especially for small businesses. An unhappy customer can easily turn away future business. Thanks to social media and customer review sites like Yelp and Google reviews, a negative comment can tarnish your business’s reputation. As a small business, you want to form connections with each customer, prioritizing their experience. Oftentimes, this means providing exceptional customer service that goes above and beyond the standard protocol.
Utilizing a communications software enables you to stay organized and respond to customers quicker in real time. A CRM, or customer relationship management software, allows you to store customer information and record any service issues. You’ll be able to see when a current customer last made a purchase and if they reached out for any customer service support. Having this prior knowledge allows you to form better relationships with each customer. You can better anticipate their needs knowing what types of products they’ve purchased in the past.
For example, imagine a small online bookstore that uses a CRM system. When a customer contacts them with a question about a book order she placed a few months ago, the CRM instantly displays her order history. The bookstore’s representative can then provide Lisa with personalized assistance, mentioning other books in the same genre she might be interested in. This proactive and tailored response resolves Lisa’s issue and enhances her overall shopping experience. This increases the likelihood of her returning to the bookstore for future purchases.
2. Prioritize Tasks
Being a business leader means you’re constantly being pulled in numerous directions. The editorial team wants your approval on copy for the website while your legal team needs a signature on a contract. You’re thinking about your revenue for the day, but also how you’ll be succeeding a year from now. Whether your small business consists of a team of two or 20, you may quickly find that your to-do list is neverending.
In order to stay afloat, it’s crucial to prioritize tasks to avoid overload. Working around the clock — while perhaps necessary at times — isn’t sustainable for you or anyone else on your team. To start prioritizing, dedicate time to create an actionable plan. Make a list of everything that is on your mind. Include small tasks like picking up coffee for your team meeting tomorrow and larger tasks like collaborating with another similarly-minded CEO.
Once you have this list, break each to-do item into smaller assignments. When doing this, find ways to streamline your time and energy. Instead of picking up coffee, why don’t you have the local shop deliver or have your assistant pick it up? Reach out to the CEO via email and set up a quick 15-minute chat to get the ball rolling. Then, pick three tasks from the list that you’d feel good about if you completed today and accomplish them. Continue with this process each time you feel completely overwhelmed to the point that you aren’t getting anything done.
3. Implement Effective Communication Channels
Communication is paramount for most things in life. Friendships and romantic relationships won’t thrive if both people don’t feel heard and listened to. At work, communicating with vendors, clients, and customers is essential for running a prosperous business. Internal communication ensures everyone on the team knows what is going on and is focused on their respective tasks.
Small businesses lacking proper communication channels can end up self-sabotaging themselves. Let’s say a deadline is pushed forward due to a client’s need. If this information isn’t passed to the members of the team working on the project, then it won’t be completed on time. You may be frustrated and showing up to the client meeting without the deliverable.
Due to digital technology, there are plenty of communication channels your business can utilize. Email is pretty much standard for everyone so make sure everyone at the company is set up on the same email platform, such as Gmail or Microsoft Outlook. There are also instant messaging systems that can be helpful for real-time responses internally. Slack is a widely known platform but there are other competitors that may work best for your needs. Lastly, select a video conferencing platform like Zoom or Google Chat for meetings with teammates working remotely or clients.
Final Notes
For small businesses, the stakes are higher if you or your team drops the ball. Depending on the scenario, you may not have the available resources to fix the issue. Or if a customer was upset by the mistake, you may have lost their trust in your company. While you shouldn’t assume that everything will always go according to plan, the key is to pick up quickly and seamlessly when issues arise. Instead of wasting time blaming someone or feeling guilty, make the situation right and move on with this learning in mind.
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