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How Reducing Churn Boosts Your Bottom Line

Posted on by Joan Nowak

As a small business owner, you’ve likely felt that sting when a long-time customer suddenly stops calling. We often pour so much energy into finding new faces that we forget the goldmine already sitting in our contact list.

While some turnover is natural—people move, and needs change—most “churn” isn’t just bad luck. It’s actually a controllable part of your business. When you stop the leak of departing customers, you aren’t just saving a relationship; you are protecting your hard-earned profit margins and ending the exhausting cycle of constant acquisition.

By understanding why people leave, you can transform your bottom line by focusing on the people who already know, like, and trust you.

Why Customers Really Walk Away

When a client leaves, it’s easy to blame the economy or a competitor’s lower price. But usually, the “price” excuse is just a polite way for a customer to cover up a deeper issue. Here is what is often actually happening:

The “Perceived Indifference” Trap: Most businesses focus all their “love” on the honeymoon phase (new customers). If your long-term clients feel like just another number, they’ll start looking for someone who makes them feel important again.
The Mismatch: Sometimes we’re so hungry for business that we take on the wrong clients. If your marketing attracts people who don’t truly value your specific expertise, they’ll always be “one-and-done” sales.
The Taj Mahal Promise: If you promise the Taj Mahal but deliver a hut, the customer feels cheated. Consistency and honesty beat a “flashy” promise every single time.
Changing Needs: Are your services still solving today’s problems, or are you offering a 2020 solution to a 2026 challenge?

How to Keep Your Best Customers (and Your Sanity)

Reducing churn doesn’t require a massive budget; it requires a shift in focus. Here is how to get your house in order:

#1 – Make Service Everyone’s Job

From the person who answers your phones to the technician in the field, every interaction is a chance to build or destroy your reputation. Give your team the tools and the “why” behind your standards so they can deliver excellence even when you aren’t in the room.

#2 – Just Say Thank You

When was the last time you got a handwritten note from a business you use? This simple, old-school strategy makes a massive impact in a digital world. It proves you value the person, not just the transaction.

#3 – Talk (and Listen) Often

Don’t let the only time a customer hears from you be when an invoice is due. Reach out for feedback, send a holiday card, or share a tip that helps their business. Aim for at least quarterly check-ins to stay top-of-mind.

#4 – Reward Loyalty

If you’re offering “New Customer Specials,” make sure your loyal VIPs are getting something even better. Exclusive access or “insider” offers show your best customers that staying with you has its perks.

Stop losing the customers you worked hard to win.

You don’t have to navigate the ups and downs of business growth alone. If you’re ready to identify the “leaks” in your business and build a retention plan that actually sticks, let’s connect.

Schedule a free 30-minute discovery call today to explore how we can put your business back on the path to consistent, sustainable profit.

13 Ways to Make Your Service Business a Profit Sensation

Posted on by Joan Nowak

As a service provider, you aren’t just selling a “task”—you’re selling a promise. Whether you’re a plumber fixing a leak, a consultant untangling a strategy, or a stylist boosting a client’s confidence, you are part of the 70% of businesses that keep our economy moving.

Because your customers can’t see or touch your “product” before they buy it, your entire business rests on one thing: Trust.

Here are 13 battle-tested strategies to help your small business shine and build a reputation that precedes you.

#1 – Build on a Bedrock of Excellence

Think of your operations as the invisible skeleton of your business. If your internal processes are messy, your customer will eventually feel the friction. As Harry Beckwith famously said, “Promoting a flawed service is a recipe for killing a service company.” Get your house in order first so your service can truly sparkle.

#2 – Hire for Heart, Train for Skill

You can teach someone how to use your software or follow a checklist, but you can’t teach them to genuinely care. When growing your team, look for people with a natural “hospitality bone.” Skills are a commodity;

Empathy is your competitive advantage

#3 – Know Who You’re Really Competing With

Your competition isn’t just the shop down the street. It’s also the client’s temptation to “do it themselves” or do nothing at all. To win, focus on the emotional ROI. Don’t just sell a clean house; sell a Saturday morning spent with family instead of a vacuum.

#4 – Turn “Oops” into “Aha!”

In a service business, mistakes aren’t just likely; they’re inevitable. But here’s a secret: A mistake handled with grace, speed, and zero defensiveness often creates a more loyal customer than a perfect transaction ever could.

Own it, fix it, and wow them.

#5 – Be the Person People Want to Call

People don’t just buy services; they buy relationships. You can be the smartest person in the room, but if you aren’t approachable, clients will look elsewhere. A warm smile, a remembered name, and a “can-do” attitude are your best marketing tools.

#6 – Price for Value, Not Just Hours

Your pricing tells a story. If you’re the cheapest, you’re telling the world your work is a commodity.

Avoid the “Mushy Middle”: Don’t try to be “sort of expensive” and “sort of cheap.”
Embrace Resistance: If nobody ever complains about your price, you’re likely leaving money on the table.
Charge for the “Brain”: They aren’t paying for the 30 minutes it took you to fix the problem; they’re paying for the 10 years it took you to learn how to fix it in 30 minutes.

#7 – Master the “Power of One”

Don’t try to be everything to everyone. Pick one thing to be famous for. Are you the fastest? The most eco-friendly? The most luxury? When you stand for one clear principle, customers will automatically assume you’re great at the rest, too.

#8 – Show Your Receipts

In the “invisible” world of services, social proof is your currency. Don’t just tell people you’re great—show them. Use specific testimonials, case studies, and before-and-after photos. If a client says, “You saved my life!” ask them if you can put that in writing.

#9 – The Golden Rule: Under-Promise, Over-Deliver

Customer satisfaction is simply the gap between expectation and reality. If you promise a 48-hour turnaround and deliver in 24, you’re a hero. If you promise 12 hours and deliver in 24, you’re a letdown—even though the result was the same. Manage the clock wisely.

#10 – Sweat the Small Stuff

When clients can’t judge the technical quality of your work (like the wiring behind a wall), they judge what they can see. Is your van clean? Is your website easy to navigate? Are your invoices professional? These “micro-moments” signal your overall quality.

#11 – The Magic of “Thank You”

A handwritten note or a quick “thinking of you” check-in goes further than a thousand-dollar ad campaign. In a digital world, being human is a superpower. Make your customers feel like the VIPs they are.

#12 – Keep the Well Full

It’s easy to stop marketing when you’re busy, but that’s how the “feast or famine” cycle starts. A full pipeline gives you the confidence to say “no” to the wrong clients and “yes” to the right ones. Never stop marketing to keep your funnel full of the right prospects.

#13 – Measure What Matters

Numbers don’t lie. Keep an eye on your retention rates and referral sources. If 80% of your business comes from word-of-mouth, then you know your service is hitting the mark. Use these metrics as a compass, not a hammer.

The Bottom Line: At the end of the day, your business is about people serving people. The more you understand the humans behind the “contracts,” the more successful you will be.

Ready to take your business from “functional” to “phenomenal”?

If you’re feeling stuck in the day-to-day grind and want a fresh perspective on how to scale your service without losing your mind, I’d love to help. Let’s look at your operations, your messaging, and your goals together.

Click here to schedule your free Discovery Call. Let’s build something great.

Finding Your Marketing Sweet Spot: A Strategic Guide for Small Business Success

Posted on by Joan Nowak

We’ve all been there: staring at a long list of best marketing strategies or trends—TikTok, SEO, direct mail, networking—and feeling like there just aren’t enough hours in the day. The secret isn’t doing everything; it’s doing the right things consistently.

Before you dive into a new plan, take a deep breath and look at where you’ve been. Begin by looking at what worked in the past: the volume and quality of leads you generated, and your return on investment. If something is working, keep doing it! If it feels like you’re shouting into the void, it’s okay to let it go and try something new.

7 Thoughtful Questions to Guide Your Strategy

What do you love to provide? You don’t have to promote every single thing you do. Focus on the services or products that are most profitable or in the highest demand. When you promote what you’re passionate about, your customers feel that energy.
Where do your “people” hang out? Don’t worry about being “trendy” if that’s not where your customers are. Do they love a personal phone call? A thoughtful email? Or a quick scroll on Instagram? Meet them where they are most comfortable.
Are you staying in touch? Think of marketing as building a friendship; it rarely happens after one “hello”. In a noisy market, ten or more interactions are common to build real trust. Consistency is just your way of saying, “I’m still here, and I still care.”
Have you checked in on your “regulars”? It is so much easier (and more fun!) to talk to people who already know and love you. Don’t forget to dedicate some of your budget and energy to your existing customers—they are your biggest fans.
How much can you realistically invest? Every strategy costs either time or money. Networking might be low-cost but time-intensive, while ads require a higher financial investment but less time. Find the balance that keeps you from burning out while ensuring consistency all year long.
What are your superpowers? Marketing only works if you actually implement it, and we tend to avoid what we dislike. If you hate writing, don’t force yourself to blog—try video or networking instead. We always do a better job at the things we actually enjoy.
How can we make this easy? Marketing shouldn’t be a chaotic scramble. Once you find a rhythm, document it so the process is repeatable and efficient. When your marketing takes less effort but still delivers a great return, you might even start to enjoy it!

Let’s Grow Your Business Together

You don’t have to figure this all out alone. If you’re looking for a partner to help you cut through the noise and leverage your marketing, let’s talk. Schedule a Discovery Call today

A Fresh Start: How to Set Goals That Actually Stick

Posted on by Joan Nowak

As small business owners, we are often so busy “doing” that we rarely stop to think. Now is the perfect time to pause, reflect on the past year, and look forward to what the new year holds.

Before you dive into planning, take a moment to acknowledge your wins. Celebrate your accomplishments and the hard-learned lessons of the past year—it is important work. But once you have done that, it is time to shift your focus to the road ahead. Whether you are running a business or working for someone else, setting clear goals is an investment that truly pays off.

Here are seven friendly “Do’s and Don’ts” to help you build a roadmap for success.

1. Put Pen to Paper

It sounds simple, but if you are truly committed to your goals, you must write them down. Writing them clarifies exactly what outcome you want. Once they are written, keep them visible! Whether you review them daily or weekly, do not make the mistake of “setting and forgetting” them.

2. Don’t Overwhelm Yourself

Goals exist to keep you focused, but having too many can actually mess you up. Keep your list manageable so you don’t burn out. A good rule of thumb is to set 4–5 personal goals and no more than 5–7 critical business goals.

3. Be Specific

There is an old saying: “Vague goals create vague results”. Almost everyone wants to “earn more money,” but that is too general to help you act. Be precise. If you want to earn $150,000 next year, write that down. Specificity allows you to focus on the exact steps needed to achieve it.

4. Measure What Matters

Because goals take time to accomplish, you need a way to monitor your progress and ensure you are staying on course. As the adage goes, “what we measure, we can achieve”. Build metrics into your goals, such as:

Financials: Increasing salary or wages by 20%.
Growth: Hiring 2 new employees or increasing your customer base by 10%.
Personal: Reading 2 books a month or arriving home by 6:00 pm.

5. Set Deadlines

Not all goals are created equal; some are critical, while others depend on different factors. Establishing due dates helps you prioritize what is important and creates a healthy sense of urgency. Plus, a solid deadline is the best way to avoid procrastination.

6. Dream a Little Bigger

While your goals should be realistic within your timeframe, don’t be afraid to think bigger. Step out of your comfort zone and add some “stretch” to your goals. These are the goals that will actually excite and motivate you to take action.

7. Don’t Ignore the “Why”

When you are setting a goal, ask yourself, “Why is this important to me?”. Understanding the motivation behind the goal makes it meaningful. Why do you want to earn 20% more? Why do you want to be home by 6:00 pm? That underlying “why” is the fuel that will drive you to keep going throughout the year.

Move from Dreaming to Doing

Remember, goals without actions are simply dreams or wishes. Nothing changes until you move. Once you have identified your goals, take a few minutes to jot down the specific tasks required to accomplish them. Your roadmap to success requires action.

Finally, share your goals with someone who has a stake in your success. Accountability goes a long way and can often be the secret ingredient that puts you over the top.

Ready to take your business to the next level?

Sometimes, we all need another set of eyes, ongoing support and some accountability to overcome the obstacles holding us back. If you are looking for a partner in your success, then let’s chat. Click here to schedule a free 30 minute discovery call.

How New Hire Orientation Creates Productive, Content Employees

Posted on by Joan Nowak

After a time-consuming search, you have finally found the ideal candidate to join the team. This individual has accepted your job offer and is enthusiastic about starting their role in two weeks. What you do next, specifically, your new hire orientation or onboarding, will significantly influence whether the new employee becomes productive, content, and remains with your organization for the long haul.

Purpose of New Employee Orientation.

Employee onboarding should be an integral component of your recruitment and retention strategy. For the new hire, an effective orientation process ensures they feel welcomed, are thoroughly briefed on expectations, receive necessary training, and are set up for success. For the company, it’s a prudent business practice. Here’s why:

Financial Savings. Employees become proficient much more rapidly, thereby reducing costs associated with on-the-job learning.
Minimize Anxiety. The unknown often induces stress and can hinder learning. By providing clear guidelines for behavior and conduct, you eliminate uncertainty.
Decrease Employee Turnover. When employees feel undervalued or ill-prepared for their roles, they are less likely to stay. Orientation helps provide the essential tools and training for their success.
Time Efficiency. The more thorough the initial orientation and training, the less time colleagues or supervisors need to spend re-teaching the new hire. A comprehensive how-to manual is also beneficial!
Establish Realistic Job Expectations. The new employee quickly learns what is expected of them and what they can expect from others in the organization, including leaders, supervisors, and peers.

8 Essential Things New Hires Should Know.

#1 – They Are Part of the Team. Don’t wait until their first day to welcome them to the organization. Send a welcome kit with information prior to their start date. Announce the new hire to your team so everyone is prepared to welcome them warmly. Take the time to introduce them to other staff members. Ensure their workspace is ready and inviting.

#2 – Company Background. Provide some historical context about the company — past, present, and future. Explain the mission behind your operations. Share your vision, core values, and high-level goals. Additionally, offer insights about your customers – who they are and why they choose your company. Ensure that customer discussions are not limited to sales and customer service staff; everyone benefits from this knowledge.

#3 – Leadership Structure. Even if your business does not have a formal leadership team, it likely has employees who assume leadership roles or act as mentors to newcomers. Introductions facilitate connections and a better understanding of the organizational structure. Mentors, in particular, can be invaluable resources.

#4 – Company Culture. Each business operates uniquely in terms of culture. Share company traditions – from team lunches to virtual meetings – to help new hires understand the work environment. Discuss any team-building activities or volunteer projects that the company participates in. If the company values training and encourages (and funds) employee personal development, make sure to highlight these aspects. These small details help new employees integrate and thrive within the company.

#5 – Necessary Documentation. New hire paperwork must be completed for payroll, taxes, and benefits. Address these tasks promptly and answer any questions the new employee may have.

#6 – Compliance and Policies. Your employee handbook will contain detailed information on policies and answer many questions. While you don’t need to review every policy, discuss the most relevant ones. Consider topics such as sick leave, vacation, work schedules, cell phone or internet usage, rewards/recognition opportunities, and performance feedback. Also, include policies specific to the new hire’s role.

#7 – Performance Metrics. Although you likely discussed and shared the job description during the hiring process, this is an opportune time to revisit goals and how success will be measured.

#8 – Commitment to Continuous Improvement. Orientation is an excellent time to communicate your dedication to ongoing improvement and learning. This approach makes new employees feel comfortable asking questions and obtaining the information they need to learn, solve problems, and make informed decisions.

A well-structured onboarding process requires time and commitment. However, it can significantly expedite the new employee’s journey to becoming a productive and impactful member of the team — something most employees genuinely desire. When executed effectively, it is a mutually beneficial scenario for all involved.

Tired of Hitting Roadblocks?

How can personalized advice and another set of eyes help you reach your business and professional goals? Let’s start with a conversation about what’s working and not working in your business. Click here to schedule a free 30-minute phone consultation.

How To Create Business Systems

Posted on by Joan Nowak

Systems and procedures rarely excite business owners initially. However, their perspectives often change once they implement these systems and witness the results. Are you interested in cultivating a team that is both productive and consistently delivers high-quality service? Or perhaps you want a business that operates efficiently and profitably with minimal effort? If so, it’s crucial to prioritize systems and procedures.

Why Business Systems Should Not Be Overlooked.

Business systems are essentially structured routines applied to tasks. Just as parents use morning and bedtime routines to manage stress and ensure they get to work on time, business systems create a similar structure. Despite this, many small business owners neglect them.

There is a common misconception that only large enterprises or franchises require such systems. Owners often say, “We’re small, we communicate directly, and everyone knows their responsibilities”. This might be true initially when it’s just you or a few employees.

But what happens as your business grows, bringing in more customers or new staff members? What happens when employees leave, taking their acquired knowledge with them? How will you manage when you want to delegate or outsource tasks? And what happens when you, as the owner, wish to take a two-week vacation with your family?

If you desire a profitable business that functions efficiently in your presence or absence, it’s time to prioritize business systems.

Initiating the Process.

Here’s the best advice I can offer based on my experience with clients: focus on one procedure at a time. Although you will eventually compile a comprehensive manual, the idea of creating an entire manual can be overwhelming. Instead, set a goal to document, communicate, and implement one system or procedure each week (or another timeframe suitable for you).

This strategy keeps you focused on manageable tasks, allows for incremental changes, and delivers quicker results. Clients often find that each new procedure they develop and implement brings improvements in efficiency, productivity, and profitability.

An 8-Step Guide to Creating Systems.

#1 – Identify Triggers: Most processes begin with specific events in your business. Examples include acquiring a new lead or customer, receiving a bill, needing to hire a new employee, handling customer complaints, scheduling service appointments, ordering supplies, or preparing quotes. Start by listing the various events in your business.

#2 – Prioritize the Events: When documenting procedures, start with those most crucial to your operations. Focus on processes that generate revenue, save time, currently cause poor customer service, or result in duplicated efforts among your team. Essentially, address the issues that require immediate attention or incur costs.

#3 – Document the Process: Once you select a process to document, gather all relevant documents and information, whether in paper, digital, or software form. Write down the steps involved in performing the task. Keep it straightforward and reference supporting documents or programs as needed. The best individuals to document a procedure are those who regularly execute it.

#4 – Refine the Steps: The goal of developing systems is to create repeatable processes regardless of who performs the task. Initial drafts often have missing or unclear steps, making replication difficult. I suggest giving the written process to someone unfamiliar with the task and asking them to follow it based on your documentation. This will help identify gaps, allowing you to refine the procedure for clarity and completeness.

#5 – Measure Success: Determine how you will evaluate the success of your procedure. For example, sales conversion rates can assess a sales process. If you want to improve your business, measuring outcomes is essential – because what gets measured can be improved.

#6 – Formalize the Procedure: Once finalized, type up the procedure, assign a title (and possibly a code), and save it in a computer folder. Ensure all supporting documents are included.

#7 – Communicate and Implement: After completing a procedure, introduce it to those who will use it. Print and review the procedure, discussing how success will be measured. Encourage feedback and suggestions for improvement.

#8 – Monitor and Adapt: Technology and other factors, including innovation, will offer opportunities for improvement. Use feedback, metrics, and other information to enhance procedures. Be willing to adjust your systems when you identify improvement opportunities.

Developing systems takes time, but each documented and implemented procedure will enhance efficiency, productivity, and profitability. As you start to see the benefits and results, you too will come to appreciate systems.

And here is another benefit many of us realized when the pandemic hit — having systems documented made pivoting a lot easier. Here’s a related article you may also find helpful: Business Systems to Build Profit as You Grow

Maximizing Business Potential with Systems.

If you are serious about optimizing your business with systems and need practical, step-by-step instructions, consider my Ultimate Guide for Systems and Procedures. This guide is tailored specifically for small business owners, offering templates and examples to make the process straightforward.

Are You Ready to Propel Your Business to Success?

Would partnering with a business coach help you elevate your business – improve efficiency, grow revenue, and increase profits? Then let’s have a conversation. Click here to schedule a free discovery call today.

Business Innovation & Growth: How to Keep It Alive

Posted on by Joan Nowak

When cash flows effortlessly into your business from banks and customers, it’s tempting to overlook mistakes, take the easiest route, and live with existing problems. But when times get more challenging, it becomes increasingly difficult to ignore these issues. This pressure forces entrepreneurs to implement real changes or risk going out of business.

Choose a New Path in 2025

Instead of pointing fingers at others or the economy when times get tough, let’s commit to a different approach in 2025. Put on your creative hat and decide to rethink, restructure, refocus, and rebuild. By doing so, you’ll position yourself for long-term success.

If you desire real change, acknowledge that it’s time to stop applying temporary fixes to your business. Too often, issues like declining sales and profits, long working hours, or a poor team culture are symptoms of more significant problems within your organization. You need to identify the root causes and address the real issues.

Where to Begin Rebuilding.

Eliminate the Dead Wood. Employees are valuable assets — and when you have the right ones, it’s crucial to treat them well and prioritize their well-being. However, not all employees are created equal. You must be willing to part ways with individuals in your company who don’t align with your culture or contribute to your team’s success. You know who they are. They show up late, collect a paycheck, and add little or no value to your customers, team, or business. They drain your energy and demoralize the team. So why do we tolerate and retain underperformers?

Sometimes it’s the fear of the unknown. The employee may be lazy, but at least he shows up. Sometimes it’s a sense of obligation. How can I fire my cousin or brother and still face my family? Sometimes we feel we can’t because we never communicated our expectations or dissatisfaction. And sometimes we just feel too overwhelmed and don’t have the time to hire and train someone new. Whatever your reasons, you have a choice. You can fix the problem — help the employee become an asset to the team — or make him go away.

Let Go of Deadbeat Customers. Once again, you know who they are. They only buy with discounts or purchase low-margin products, pay late or after numerous requests, frequently complain, and treat your team poorly. Your earnings from ideal customers often subsidize these less-than-perfect ones. Why allow them to linger and drain your profits and team morale? Dismiss them and replace them with customers who genuinely value what you offer.

Introduce Innovation Across All Areas of Your Business. Many owners equate innovation with new products or inventions. However, innovation, by definition, is the introduction of new ideas or methods, and it’s crucial for achieving sustainable growth and profit.

The key is to apply innovation to all areas of your business. From marketing and sales to customer support, delivery, and team building. It’s simply a matter of continuously seeking better ways to do what you do.

RELATED ARTICLE: Is Creativity Essential for Success?

Prioritize Productivity. Being busy is not the same as being productive. Productivity is about achieving effective results or outcomes in the most efficient way, with the least amount of time and effort. Now, who wouldn’t want that?

So do you measure and seek ways to eliminate waste, increase outputs, or reduce hours associated with daily tasks or service delivery within your company? Do you have systems for critical activities and consistently look for ways to streamline or improve them?

If you aim to increase your margins without raising your prices, take a hard look at your productivity levels and the waste in your business. It’s a goldmine for many small businesses.

Plan and Systematize Your Marketing. Many small business owners view marketing as a necessary evil. They know they need it but often struggle to execute it effectively. So when money gets tight or owners get busy, marketing takes the hit. Unfortunately, this comes at a significant cost — sustainable growth and profit. So why is that?

First, some lack a strong marketing foundation with clear targets, the right products and services for them, and compelling messages to prompt action. As a result, marketing becomes harder to execute. An integrated and consistent marketing effort yields a better ROI but requires some planning.

Second, some fail to measure results, so they don’t actually know if their investment (time and money) is delivering a return. It’s easy to cut marketing expenses when you can’t tie the cost to specific results such as new customers, increased revenue or improved profitability. Unfortunately, this isn’t always the right decision.

Third, most small business marketing is not systematized. There’s no efficiency and, most importantly, no consistency. Therefore, it costs more and is far less effective — an obvious frustration.

Focus More on Profit Than Sales. It may feel gratifying to hit that target sales milestone or tell others you do $1 million or more in sales. But if those sales don’t provide you with the profit needed to sustain growth, properly compensate your team, increase your personal income, and deliver the lifestyle you desire — why bother?

As a business owner, you take all the risks. Your business must make a profit to stay in business. Your family, customers, employees, and vendors are depending on it. Remember, sales growth is important, but profit and cash flow are paramount!

Challenge the Paradigms. What self-sabotaging beliefs act as constraints in our business and life. Here are a few examples: It’s impossible to earn a profit in this economy, I can’t get good help, customers are never satisfied, customers only care about price, marketing doesn’t work.

Do any of these sound familiar? The problem with paradigms is they give you an excuse to settle for less, accept mediocrity, or give up completely. Don’t let attitudes held by others, unsupported by fact, hold you back.

Ready to Craft Your Own Success Story? Then let’s have a conversation. Click here to schedule a discovery call.

About Joan Nowak. For over a decade, I’ve been assisting business owners in transforming ideas into profits. My comprehensive, common-sense approach empowers clients and fosters improvements in crucial areas, including revenue, operations, team development, customer satisfaction, and overall profitability.

Does Your Team Step Up When It Matters

Posted on by Joan Nowak

Owning a business requires leadership, vision, innovation, and persistence. But most of all it requires teamwork and collaboration. Over the past few years, we learned a lot about ourselves and the people we have in place to support our business. When times get tough, does your team step up and work together to make a difference? Or do they operate as individuals with no commitment to customers or each other?

Does your culture promote collaboration and teamwork? If not, you can change the storyline at any time and create what you need for your business to be successful — a real team.

Team Building Secret

So, what is the secret to building a great team? It’s not about paying them a lot of money, but always paying them what they are worth. It’s not about giving them weeks and weeks of paid time off. But getting paid to enjoy time away is always appreciated. You may be surprised to learn that some of the best ways to build a strong team cost you very little.

#1 – Get Them Engaged.

Vince Lombardi had the right idea. “Individual commitment to a group effort is what makes a team work, a company work, a society work, and a civilization work.” Individual commitment comes from participation and understanding. The more involved your team is, the more committed they are to its success. And since some of the best ideas for business growth and improvement come from employees, it’s time to get them engaged. Then everyone wins!

#2 – Show Appreciation.

As human beings, we want recognition and need to feel appreciated. It’s natural. So what do you do to make your team feel appreciated? Again, it’s not about money. Yes, token gifts or group lunches are nice; but simple things like thank you for a job well done, recognizing them in front of peers and customers, and soliciting their suggestions go a long way. All it takes is a little forethought and some of your time!

#3 – Volunteer Together.

With so many needs in local communities, this is an opportunity to work together outside the traditional work environment. These projects help you get to know co-workers as people. It’s a great way to build personal relationships. Find a volunteer project the team can get behind – and do it together. Have fun while you help others.

#4 – Give Them Authority

When you give people the opportunity and authority to be their best, you will get the best out of them. Provide your team with the guidance they need. Then give them the authority to make decisions and solve problems. It’s the best way to demonstrate trust.

Get Your Team Off the Sidelines

When your people are committed and in the game, you set yourself up for success. So, make sure you hire the right people, invest in their development, and create a collaborative culture. When you do, you and your business will be in a better place. One where you will survive whatever the world throws at you.

Need help? Let’s discuss. Schedule a free 30-minute consultation. Book an Appointment

About Joan Nowak

I’ve been helping business owners turn ideas into profits for more than a decade. My whole-business, common-sense approach empowers my clients and drives improvements in critical areas, including revenue, operations, team development, customer satisfaction, and profitability.

Are You Ready to Build Your Business?

Posted on by Joan Nowak

The pandemic and the years that followed have taught business owners a lot about leadership, innovation, flexibility, and teamwork. We came to understand that business as usual can change in an instant, so we need to be able to adapt quickly to rebuild or grow. We found that technology is a great tool that can open doors if we open our minds to all the possibilities. And, we learned that with the right people, we have what we need to innovate and win despite the obstacles we face.

The start of a new year is always full of opportunities to grow both revenue and profit. Let’s get re-energized and start to take advantage of them.

A Whole Business Approach to Profit Building

Whether you need to get more customers, fix a supply chain, hire more people, or build back sustainable profit, take a whole-business approach as you grow or build your business today.

Think of your business as a machine with a lot of connected pieces. It works best when all the pieces perform well together. If one or more of the parts are broken, the business no longer works efficiently and effectively. Profit erodes.

My whole business approach works for my clients. You can use it too and build sustainable profit in your own business. Here are the core elements:

Planning & Goal Setting. Aligning your vision and setting clear goals with action steps and deadlines for greater focus and results.
Products & Services. Packaging, positioning, and pricing your products and services to attract and retain profitable customers – today and in the future.
Revenue Mastery. Business development, marketing, sales, and customer service strategies that attract new customers and keep existing ones coming back and referring others.
Systems Mastery. Streamlining and standardizing procedures, to make daily operations easier, efficient, and more effective – whether you are there or not.
People Mastery. Hiring and developing employees, contractors, vendors, and power partners who are committed to your customers and the success of your business.
Personal Development. Commitment to learning and building skills and knowledge to help you achieve your true potential.
Financial Mastery. Creating synergy and profit mastery, to sustain growth and cash flow, so your business continues to serve you, your people, customers, and other stakeholders.

Apply This Approach To Build Business

There are a lot of ways you and your team can improve each of these areas in your business. Check out my free eBook, Building Profit Through Leverage. It provides additional information and practical ways to build sustainable profit using my whole business approach. Download now.

Great things are done by a series of small things brought together – Vincent Van Gogh

The proven methods outlined in my free eBook can help you create a strong foundation and build profitability. Take it one step at a time and focus on small improvements in all areas of your business. Get started now. Click here to download my free eBook.

Want to get there faster?

Would another set of eyes, ongoing support, and accountability from an expert help you take your business in a new and better direction? Then let’s have a conversation. A 30-minute discovery call is a chance to get to know each other, discuss your goals, and answer any questions. Click here to book your free call.

How Your Systems and People Power Profit and Success

Posted on by Joan Nowak

According to the author, Michael Gerber, a business is a complex structure of people and business systems that are all evolving at the same time. If you want to turn your business around, take advantage of opportunities or simply continue to build profit then it pays to put more effort into these two areas.

They are the key to sustainable growth and a business that is not completely dependent on you!

Think about your own business. What likely got you to the first $250,000 was not enough to get you to $1 million, unless you made some changes along the way. With so much at stake, do your people and processes get the level of attention they should? Here are a few things to consider:

When hiring employees or subcontractors, do you have clear goals, expectations, and standards? Is everyone on the same page?
Are the workflows and tasks in your business documented so it is easy to train and develop new team members?
Does your company deliver what you promise customers each and every time?
When someone is out or leaves, can others jump in without difficulty so customer care and other critical tasks are performed with the same level of quality and success?
Do your people look for ways to improve customer satisfaction or other areas of the business? Is continuous improvement a priority?
Could you go on vacation for two weeks without worrying or constantly calling in?

Whether you depend on employees, subcontractors, alliance partners, or vendors, the right people are a necessity for most businesses. And if you want those people to be the best they can be, to develop and stick around, you need systems in place to help them thrive.

The Power of People in Your Business

An established business likely has an existing team and other relationships. We hear it said that “people are the most important asset in a business”. The past few years have certainly reinforced the significant role they play in your business.’s success. So let’s start there.

Employees.

Are employees a good fit for your business today and moving forward?
What are the skill gaps that exist for individuals or your team as a whole? Can these be addressed with training?
Is your team open to change and new ways of doing things? Do they embrace technology? For some, this is a challenge.
Do employees have a job description with clear responsibilities and expectations?
Is there a path to help employees grow and develop within your company — so they stay?
Have individual and business goals been developed and shared? Are employees engaged in setting goals and committed to accomplishing them?

Sub-Contractors, Vendors, and Alliance Partners.

Do you have the right ones for your business? What are their individual strengths and weaknesses?
Is your business too dependent on any single supplier, leaving you vulnerable?
Are their quality and service standards the same as yours?
Have clear expectations been set and agreed upon by all parties? Is ongoing feedback in place to support the relationships?

I would be remiss if I didn’t mention YOU in the people equation. Be honest about your effectiveness as the leader of your company. Are you the type others enjoy working with? Do you encourage innovation at all levels and give them credit for their ideas? Will you take the time to teach and help develop others? Have you created a work environment and culture that allows your people to thrive?

Give People The Systems and Authority to Succeed

I believe most people want to perform well, contribute and make a difference in whatever job they undertake. I have seen part-timers and minimum wage earners who are worth their weight in gold and highly paid employees who are worthless. It’s all about attitude and what you, the business owner, do to help them succeed.

That’s why systems are so important. With documented systems, people know what to do and how to do it. It makes training easier and more effective. New employees can hit the ground running and start to contribute quickly! That’s a win-win for everyone.

Systems also make it easier for all employees to take on new responsibilities or help out others without difficulty. Talk about a great development tool. Equally important, it takes away the stress when someone calls out sick, goes on vacation, or leaves to take another job.

To get the most out of your people, make sure you build limits of authority into your systems as appropriate. Levels of authority are simply decision-making tools. They help your staff handle customer issues, close sales, resolve problems and keep the business running! It eliminates the need for everything to go through you and gives your people a sense of empowerment to do their job.

Examples | Limits of Authority

Quotes (in the sales process). If the quote is under $25,000 with a gross profit of xx% or more, the sales representative may approve and submit the quote directly to the customer. All quotes over $25,000 or with gross profit margins below xx% require the approval of the sales manager/owner.

Customer service. Representatives may issue credits, refunds, or payments of up to $100 to resolve customer issues. Credit or payments between $101 – $250 require office manager approval. All credits or payments over $250 require owner approval.

Purchasing. Using one of our approved suppliers or vendors, purchasing agent has the authority to issue POs up to $10,000. Purchase orders over $10,000 require owner approval.

If you are new to building systems in your business, you are probably thinking ‘Wow, this is a lot of work’. It’s not difficult, but it does take time. But with every procedure you document and implement, you begin to see the benefits. Improved efficiency, increased sales, more profit – and a lot less stress!

Take it one at a time. I recommend clients start with a system that will address a common problem. One that helps you make more money, frees up your time, or fixes a customer service or operations issue. What are some common problems that arise often? What are tasks you should delegate but haven’t done so? Pick one and start there.

The right people executing your systems can help transform your business, so give it the attention it deserves.

Leverage Your Business With Systems

If you are serious about leveraging your business with systems but struggle with where to start and how to do it, then check out my Ultimate Systems and Procedures Guide. Designed specifically for small business owners, my step-by-step guide with templates and examples makes it easy to do it yourself.

Need help or prefer to work with me on this project? Schedule a complimentary call and we can discuss the options. Click here to book an appointment now.

About Joan Nowak

As a business strategy expert and consultant, I’ve been helping business owners turn ideas into profits for more than a decade. My common-sense approach empowers clients and drives business improvements in key areas including revenue, operations, team development, customer satisfaction, and profitability.