One Size Doesn’t Fit All in Sales
Although customers purchase essentially the same products or services from a particular business, these customers all have different personalities and want to be made to feel unique, valued and appreciated. As such, the talented salesperson is a chameleon of sorts, able to adapt their approach to the personality of their client or prospect.
Some customers might want to discuss the product or service in addition to their daughter’s graduation party and how well their Aunt Ida’s strawberries are coming in this year. Other customers might strictly be interested in their purchase, inquiry, or problem and, basically, want the transaction completed as soon as possible with as little interaction as possible with a salesperson (move this person to an e-commerce channel ASAP!). Still others seemingly want to chit chat all day, only circling around to the business at hand, often abruptly, at the very end of the conversation (do NOT shift them to en e-commerce channel if you want to keep them as a customer!).
Adapt
So, what if you’re not a natural salesperson and the idea of changing your interpersonal behaviors generates a rumbling feeling of loathing in your soul? To you I say, congratulations on knowing who you are, but if you want to put food on your table and a roof over your head, realize your business is not about you, it’s about your customer. If you’re the business owner, you must develop the best customer-business relationship possible if you hope to grow your business to the point of being able to hire an outside salesperson.
Record and listen to phone conversations between employees and customers to generate ideas on how to improve the communication and service processes. Listen to your own conversations and pay attention to the conversational dynamics. Partner new employees with more experienced employees to achieve the same goal.
Changing Personality
Getting to know a particular customer does not necessarily mean that the customer will always react the same way with every employee. Everyone’s personality shifts day to day, and even though an employee might have dealt with a particular customer one way in the past does not necessarily mean that the customer’s personality will be the same during the next interaction. Someone that’s normally talkative might only want the “facts” if they’re in a rush and the ‘strictly business customer’ might be ready for more interaction than normal.
Role-Playing
As with almost anything, practice makes perfect. Businesses spend time and money training employees on policies, procedures, new product or service updates, and a variety of other types of training. Frequently, one of the most important types of training – interacting successfully with customers – is forgotten.
In your own experience, how often do you call a business and truly feel appreciated, valued and unique? Have you ever?
Role-playing with customer personalities is important for a business’ success and growth. A business can have the best product or service but will still fall flat if they don’t recognize the importance of adapting to personality types.. Role-playing and practice in a group setting can help alleviate this problem and establish the foundation for improved customer relationships for employees who are not naturally good at reading and adjusting communication styles.
Work Those Personalities
In a competitive business environment, almost anything that can be done to get an edge on the competition is worth the effort. When employees relate to customers and customers, in turn, relate to a business and its employees, the satisfaction level rises dramatically, increasing the chances of repeat business- it’s much more cost effective than attracting new customers!
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10 Questions Everyone Should Ask Before Signing on the Dotted Line
Before buying any business, a seller must ask questions, lots of questions. If there is ever a time where one should not be shy, it is when buying a business. In a recent article from Entrepreneur magazine entitled, “10 Questions You Must Ask Before Buying a Business”, author Jan Porter explores 10 of the single most important questions prospective buyers should be asking before signing on the dotted line. She points out to remember that “there are no stupid questions.”
The first question highlighted in this article is “What are your biggest challenges right now?” The fact is this is one of the single most prudent questions one could ask. If you want to reduce potential surprises, then ask this question.
“What would you have done differently?” is another question that can lead to great insights. Every business owner should be an expert regarding his or her own business. It only makes sense to tap into that expertise when one has the opportunity. The answers to this question may also illuminate areas of potential growth.
How a seller arrives at his or her asking price can reveal a great deal. Having to defend and outline why a business is worth a given price is a great way to determine whether or not the asking price is fair. In other words, a seller should be able to clearly defend the financials.
Porter’s fourth question is, “If you can’t sell, what will you do instead?” The answer to this question can give you insight into just how much bargaining power you may have.
A business’ financials couldn’t be any more important and will play a key role during due diligence. The question, “How will you document the financials of the business?” is key and should be asked and answered very early in the process. A clear paper trail is essential.
Buying a business isn’t all about the business or its owner. At first glance, this may sound like a strange statement, but the simple fact is that a business has to be a good fit for its buyer. That is why, Porter’s recommended question, “What skills or qualities do I need to run this business effectively?” couldn’t be any more important. A prospective buyer must be a good fit for a business or otherwise failure could result.
Now, here is a big question: “Do you have any past, pending or potential lawsuits?” Knowing whether or not you could be buying future headaches is clearly of enormous importance.
Porter believes that other key questions include: “How well documented are the procedures of the business?” and “How much does your business depend on a key customer or vendor?” as well as “What will employees do after the sale?”
When it comes to buying a business, questions are your friend. The more questions you ask, the more information you’ll have. The author quotes an experienced business owner who noted, “The more questions you ask, the less risk there will be.”
Business brokers are experts at knowing what kinds of questions to ask and when to ask them. This will help you obtain the right information so that you can ultimately make the best possible decision.
Related Business Advisory Services
If you are a business owner planning your next steps, it’s important to understand how valuation, exit planning, and the selling process work together.
Whether you are preparing for a transition or exploring your options, you can learn more about:
Selling Process & Complete Guide:
Work With Advisors:
Working with experienced business brokers in Virginia can help you align these strategies and achieve the best possible outcome.
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A Step by Step Overview of the First Time Buyer Process
A recent article on Businessbroker.net entitled, First Time Buyer Processes by business broker Pat Jones explores the process of buying a business in a precise step-by-step fashion. Jones notes that there are many reasons that people buy businesses including the desire to be one’s own boss. However, he is also quick to point out that buyers should refrain from buying a business that they simply don’t like. In the quest for profits, many prospective owners may opt to do this, but it could ultimately lead to failure.
Step One – Information Gathering
For Jones, there are seven steps in the business buying process. At the top of the list is to gather information on businesses so that one has an idea of what kind of businesses are appealing.
Step Two – Your Broker
The second key step is to begin working with a business broker. This point makes tremendous sense; after all, those new to the business buying process will benefit greatly from working with a guide with so much experience. Business brokers can gain access to information that prospective business owners simply cannot.
Step Three – Confidentiality and Questions
The third step in the process is to sign a confidentiality agreement so that you can learn more about a business that you find interesting. Once you have the businesses marketing package, you’ll want to have your broker schedule an appointment with the seller. It is vitally important that you prepare a list of questions on a range of topics. There is much more to buying a business than the final price tag. By asking the right questions, you’ll be able to learn more about the business and its long-term potential.
Step Four – Evaluation
In the fourth step of the business buying process, you’ll want to evaluate all the information that you have received from the seller. Once again, a business broker can be simply invaluable, thanks to years of hands-on experience, he or she will know how to evaluate a seller’s information.
Step Five – The Decision
In the fifth step, you’ll need to decide whether or not you are making an offer. If you are making an offer, you will, of course, want it to be written and include contingencies.
If your offer is accepted, then the process of due diligence begins. During due diligence, you and your business broker will look at everything from financial statements to tax returns. You will evaluate the company’s assets. Again business brokers are experts at the due diligence process.
Buying a business is an enormous commitment. Making certain that you’ve selected the right business for you is one of the most critical decisions of your life. Having as much competent and experienced help as possible is of paramount importance.
Related Business Advisory Services
If you are a business owner planning your next steps, it’s important to understand how valuation, exit planning, and the selling process work together.
Whether you are preparing for a transition or exploring your options, you can learn more about:
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A Must Read Article on Having Children Take Over the Family Business
In a recent Divestopedia article entitled, “Kids Take Over the Business? 8 Things to Consider,” author Josh Patrick examines what every business owner should know about having their children take over their business. He points out that there are no modern and accurate numbers on what percentage of businesses will be taken over by the children of their owners. But clearly the number is substantial.
Patrick emphasizes as point number one that allowing a child to take over a business right after finishing his or her education could be a huge mistake. After all, how can a parent be sure that a child can handle operating the business without some proven experience under his or her belt?
Point number two is that businesses frequently create jobs for the children of owners. The flaw in this logic is pretty easy to see. This job, regardless of its responsibilities, isn’t in fact a real job. Senior decision-making roles should be earned and not handed out as a birthright. The end result of this approach could create a range of diverse problems.
The third point Patrick addresses is that pay should be competitive and fair when having children take over a business. Quite often, the pay is either far too high or far too low. This factor in and of itself is likely to lead to yet more problems.
Business growth must always be kept in mind. When having your children take over a business, it is essential that they have the ability to not just maintain the business but grow it as well. If they can’t handle the job then, as Patrick highlights, you are not doing them any favors. Perhaps it is time to sell.
Another issue Patrick covers is whether or not children should own stock. If there are several children involved, then he feels it is important that all children own stock. Otherwise, some children will feel invested in the business and others will not. In turn, this issue can become a significant problem once you, as the business owner, either retire or pass away.
In his sixth point, Patrick recommends that a business should only be sold to children and not given outright. If a child is simply given a business, then that business may not have any perceived value. Additionally, if a child or children buy the business, then estate planning becomes much more straightforward.
In point seven, Patrick astutely recommends that once a parent has sold their business to their child, the parent must “let go.” At some point, you will have to retire. Regardless of the outcome, you’ll ultimately have to step back and let your children take charge.
Finally, it is important to remember that your children will change how things are done. This fact is simply unavoidable and should be embraced.
Working with an experienced business broker is a great way to ensure that selling a business to your child or children is a successful venture. The experience that a business broker can bring to this kind of business transfer is quite invaluable.
Related Business Advisory Services
If you are a business owner planning your next steps, it’s important to understand how valuation, exit planning, and the selling process work together.
Whether you are preparing for a transition or exploring your options, you can learn more about:
Core Services:
Embracing Technology to Boost Your Business
Forbes author Keith Gregg’s, February 8, 2019 article, “Using Tech to Enhance and Sell a Business,” has a range of interesting ideas that business owners should explore and embrace. Gregg looks at three big ways that business owners can use technology to help them get the most out of the sale of the business. He explains how important it is to address these three areas before placing your business on the market.
Upgrading Systems
The first tip Gregg explores is to upgrade systems. Upgrading systems can be particularly important for attracting younger buyers. It is common for businesses to be successful without proprietary technology or procedures, but that doesn’t mean that technology should be ignored.
Important information should be digitized, as this data will be vital for the new owner to grow the business over the long haul. Incorporating software that can track and analyze data across the business is likewise valuable. Using software, such as customer relationship management and financial management software, will showcase that your business has been modernized.
Business Valuations
Determining the value of your business can be tricky and laborious. Gregg recommends opting for a business valuation, as he feels, “business valuation calculations can remove much of the guesswork from the process.”
You should expect a business valuation calculator to include everything from verified data on comparable business deals, including gross income and cash flow figures and more. There are even industry-specific calculations that can be used as well. The main point that Gregg wants to convey is that business owners should use tangible and proven data to sell their businesses. Like upgrading systems appeals to younger buyers, the same holds true for using verified data to sell.
Take Advantage of the Digital Marketplace
Gregg’s view is that perhaps the single greatest technology for business owners to leverage is that of the digital marketplace. Sites that link businesses with prospective buyers can help to streamline and expedite the sales process. Through such sites, it is possible to go deeper than a specific industry and even explore sub-sectors, thus enhancing the chances of finding the right buyer.
Technology can be used to help sell businesses in a variety of ways. An experienced and proven business broker will leverage a whole range of tools to assist business owners when selling their businesses. When you opt for a proven business broker, you can expect to receive offers from serious and vetted buyers and, in the process, save a great deal of time while maintaining confidentiality.
Related Business Advisory Services
If you are a business owner planning your next steps, it’s important to understand how valuation, exit planning, and the selling process work together.
Whether you are preparing for a transition or exploring your options, you can learn more about:
Core Services:
I’m Stressed Out Jerry!
The American Psychological Association conducts a yearly survey of Americans to determine the relative levels of stress we feel. In 2018 a record was set with 90% of respondents reporting elevated levels of stress on a daily basis. Perhaps even worse, almost half of respondents reported that their levels of stress were leading to depression, anxiety and a lack of motivation. We, as Americans, are stressed out, and that’s just the tip of the iceberg. Stress is also believed to contribute to physical health risk factors like high blood pressure and heart disease, perhaps leading to the markedly shorter and more medically assisted lifespans we have.
So, why do Americans, who have the highest standard of living in the first world and therefore the whole world, feel so besieged?
Under Pressure
The answer to this question is, of course, different for different people, so I’m going to focus on the population that I know best – small business owners. If you’ve started, purchased, or otherwise run a small business, you probably have that entrepreneurial spring inside of you that, once freed, sent you on a trajectory of self-determination leading to where you are now. But that entrepreneurial spring is a funny dynamo… once you let it go, it can be hard to predict where it will bounce you, and before you know it you have employees, supply chains, expensive assets, the debt that comes with them, etc. And with those things, despite the joy and rewards of running a successful business, also come immense pressures and obligations.
Chief Cook and Bottle Washer
Compounding the mounting pressure of being a business owner is the phenomenon that occurs when you find yourself wearing more and more hats (CEO, CFO, COO, Marketing Director, HR Director, IT Manager). But even if you could learn to be a CEO, a sales director, an accountant, a CMO, an operations/logistics specialist, an HR expert and a computer whiz, would you enjoy filling all of those roles? Are you the best person for each of those jobs? And if not, might you be doing your company a disservice by continuing to fill them on your own?
Whatever your role, your time should be spent focused on the activities you both enjoy and excel at to keep your energy at its peak and your initial reason for wanting to own your own business in tact. For most business owners, this means providing strategic direction and inspirational leadership for your company, which can be achieved either on the technical or sales side of the C-Suite. If you’re the business owner and you’re spending more time changing the tires than turning the wheel, you’re not in the right seat on your bus.
Working On Your Business, Not In Your Business
When we spend extended periods of time performing duties we don’t enjoy, we drain our energy. When we spend our time doing what we like, we replenish our energy. You might have experienced this if you’re the type of business owner who prefers social activities, like sales and networking, but is forced to work on bank statement reconciliations, payroll, hiring or contracts. Or maybe you love the technical side of running a business but loathe networking.
Conclusion
If you’re like most small knowledgeable and experienced business owners, it’s probable that you could close your doors tomorrow and make more money working fewer hours for one of your larger competitors. But that’s missing the point, isn’t it? The point, for most owners, is increasing quality of life for you and your family, both in this generation and possibly thereafter.
In that spirit, I challenge you to do some introspection on what you enjoy most and least about owning a business. And then, open your mind to letting someone else do the rest – whether that be an in-house employee, a firm specializing in the service you need like a CPA/bookkeeping firm or an HR company, or a fractional business consultancy who can devote a team to your company on a part time basis. Often the second two of these options is less expensive and time intensive than hiring your own employee(s), and gives you more flexibility without the additional management responsibilities.
Whatever you choose to do, stop putting so much pressure on yourself and remember why you originally pursued the dream of owning your own business. Then make a plan to get back there.
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Thinking About Succession Planning
If you haven’t been thinking about succession planning, the bottom line is that you should be. In the February 20, 2019 Divestopia article, “All Companies Need to Look at Succession Planning,” author Brad Cherniak examines the importance of succession planning. Owning and/or operating a business can be a great deal of work, but it is imperative to take the time to develop a succession plan.
Succession Planning is for Businesses of All Sizes
Author Cherniak wants every business owner to realize that succession planning isn’t just for big businesses. Yet, Cherniak points out that the majority of small-to-medium sized businesses, as well as their senior managers, simply don’t focus much on succession planning at all.
Many business owners see succession planning as essentially being the same as exiting a business. Cherniak is quick to point out that while the two can be linked and may, in fact, overlap, they are by no means the same thing. They should not be treated as such.
Following an Arc Pattern
Importantly, Cherniak notes, “Succession planning should also be linked to your strategic planning.” He feels that both entrepreneurs and businesses managers follow an arc pattern where their “creativity, energy and effectiveness” are all concerned. As circumstances change, entrepreneurs and business managers can become exhausted and even a liability.
The arc can also change due to a company’s changing circumstances. All of these factors point to “coordinating the arcs of business,” which includes “startup, ramp-up, growth, consolidation, renewed growth and maturity,” with whomever is running the business at the time. In this way, succession planning is not one-dimensional. Instead it should be viewed as quite a dynamic process.
Evaluating Each Company Individually
Cherniak highlights the importance of making sure that the team matches the needs of a company as well as its stages of development. Who is running a company and setting its direction? Answering these questions is important. It also is of paramount importance to make sure that the right person is in charge at the optimal time.
Companies and their circumstances can change. This change can often occur without much notice. As Cherniak points out, few small-to-medium sized businesses focus on succession planning, and this is potentially to their detriment.
Selling Process & Complete Guide:
Work With Advisors:
Working with experienced business brokers in Virginia can help you align these strategies and achieve the best possible outcome.
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Could the Red-Hot Market for Businesses Be Cooling Down
The economy is red hot, and that fact is translating over to lots of activity in businesses being sold. However, it is possible that this record-breaking number of sales could cool down in the near future. In a recent article in Inc. entitled, “The Hot Market for Businesses is Likely to Cool, According to This New Survey,” the idea that the market for selling business is cooling down is explored in depth. Rather dramatically, the article’s sub header states, “Entrepreneurs who are considering selling their companies say they’re worried about the future of the economy.”
The recent study conducted by Pepperdine University’s Graziadio School of Business as well as the International Business Brokers Association and the M&A Source surveyed 319 business brokers as well as mergers and acquisitions advisers. And the results were less than rosy.
A whopping 83% of survey participants believed that the strong M&A market will come to end in just two years. Perhaps more jarring is the fact that almost one-third of participants believe that the market would cool down before the end of 2019.
The participants believe that the economy will begin to slow down, and this change will negatively impact businesses. As the economy slows down, businesses, in turn, will see a drop in their profits. This, of course, will serve to make them more challenging to sell.
The Inc. article quotes Laura Ward, a managing partner at M&A advisory firm Kingsbridge Capital Partners, “People are thinking about getting out before the next recession,” says Ward. The Pepperdine survey noted that a full 80% of companies priced in the $1 million to $2 million range are now heading into retirement. In sharp contrast, 42% of companies priced in the $500,000 to $1 million range are heading into retirement. Clearly, retirement remains a major reason why businesses are being sold.
Is now the time to sell your business? For many, the answer is a clear “yes.” If the economy as a whole begins to slow down, then it is only logical to conclude that selling a business could become tougher as well.
The experts seem to agree that whether it is in one year or perhaps two, there will be a shift in the number of businesses being sold. Now may very well be the right time for you to jump into the market and sell. The best way of making this conclusion is to work with a proven and experienced business broker. Your broker will help you to analyze the various factors involved and make the best decision.
What Kind of Buyers are You Most Likely to Meet?
Selling a business can be an exciting and rather lucrative time. But going through the sales process means embracing the notion that you’ll have to be very prepared for whatever might be thrown your way. A key aspect of preparing to sell your business is to know what types of buyers you’re likely to encounter.
It is only logical to anticipate the types of buyers you may be dealing with in advance. That will allow you to plan how you might potentially work with them. Remember that each buyer comes with his or her own unique desires and objectives.
The Business Competitor
Competitors buy each other all the time. Frequently, when a business is looking to sell, the owner or owners quickly turn to their competitors. Turning to one’s competitors when it comes time to sell makes a good deal of sense; after all, they are in the same business, understand the industry and are more likely to understand the value of what you are offering. With these prospective buyers, a great confidentiality agreement is, of course, a must.
Selling to Family Members
It is not at all uncommon for businesses to be sold to family members. These buyers are often very familiar with the business, the industry as a whole and understand what is involved in owning and operating the business in question.
Often, family members are prepared and groomed years in advance to take over the operation of a business. These are all pluses. But there are some potential pitfalls as well, such as family members not having enough cash to buy or not being fully prepared to run the business.
Foreign Buyers
Quite often, foreign buyers have the funds needed to buy an existing business. However, foreign buyers may face a range of difficulties including overcoming a language barrier and licensing issues.
Individual Buyers
Dealing with an individual buyer has many benefits. These buyers tend to be a little older, ranging in age from 40 to 60. For these buyers, owning a business is often a dream come true, and they frequently bring with them real-world corporate experience. Dealing with a single buyer can also help expedite the process as you will have fewer individuals to negotiate with.
Financial Buyers
Financial buyers are often the most complicated buyers to deal with, as they can come with a long list of demands. That stated, you should not dismiss financial buyers. But just remember that they want to buy your business strictly for financial reasons. That means they are not looking for a job or fulfilling a lifelong dream. For financial buyers, the key point is that your business is generating adequate revenue.
Synergistic Buyers
A synergistic buyer can be an excellent candidate. The reason that synergistic buyers can be such a good fit is that their business in some way complements yours. In other words, there is a synergy between the businesses. The main idea here is that by combining the two businesses they will reap a range of benefits, such as access to a new and very much aligned customer base.
Different types of buyers bring different types of issues to the table. The good news is that business brokers know what different types of buyers are likely to expect out of a deal.
Related Business Advisory Services
If you are a business owner planning your next steps, it’s important to understand how valuation, exit planning, and the selling process work together.
Whether you are preparing for a transition or exploring your options, you can learn more about:
Core Services:
New Year’s Resolutions & Selling Your Business
Most people fail to keep their New Year’s Resolutions. But where buying and selling a business is concerned, failing to keep those resolutions could mean an abundance of lost opportunity.
Todd Ganos at Forbes recently penned a thought-provoking article entitled The 8 New Year’s Resolutions for the Sale of Your Business. In this article, he compares selling a business to getting in shape in the months preceding your visit to the beach. It is necessary to do a great deal of planning and hard work if you want to be in good shape for the big “beach body reveal.”
When it comes to selling a company, Ganos believes that there are eight factors that must be taken into consideration. Listed below are those factors he feels are a must for business owners looking to get their business ready for “the beach.” These are the eight factors that Ganos believes are most essential and should be on your New Years’ Resolution list for your business:
- Planning
- Legal
- Leadership
- Sales
- Marketing
- People
- Operations
- Financial
In order to get your business ready, it is necessary to take a good long and honest look at each of these eight important categories.
Planning is at the heart of everything. He points out that owners who truly want to get their business ready for the market will want to adopt a focused month-by-month plan.
This plan means having discipline, developing a business plan and involving your team in the development of that plan. Once the plan has been developed, it should be reviewed with your leadership team each month.
New Years’ Resolutions fail because they don’t get properly integrated into peoples’ lives. And the same holds true for making changes in one’s businesses. Ganos correctly asserts that in order to get your business ready to sell, you have to make it an “all-of-the-time thing” in which you are constantly focused on success.
New Years’ Resolutions have to be about doing things differently, having a plan and then sticking to these changes permanently.
