Business Coach John Layzell's Blog

Delivering the best possible service

By John Layzell | Published: March 1, 2013

Having a great product or service, and providing that great product or service consistently are the reasons why customers return. There is something that sets those businesses apart from the competition.

Think about the businesses you frequent- you like the product they offer and they deliver the service you need and expect. How often do you revisit a place when the service is subpar? Maybe once more, to give them a second chance, but if the service is still poor you’ll find that product elsewhere.

 Your customers are no different. Every interaction they have with your business will be evaluated. If your service is below expectations then they will get the service from another source. If you are aware of how your customers feel about you, then you can master delivery.

To keep those customers coming back you have to become a master of delivering top notch service. Without customer service standards that you put in place for your business, you are unable to rely on your team members to do the right thing. You need to take charge and ensure high quality every time.

First of all, what are your goals? Do you know how you want your customers to feel when they do business with you? This will be your stepping point for the rest of your new systems for maintaining good service.

Second, you need to know what exactly you need for success with the customer service you provide. Think of things like the right inventory, how your store looks, if your customers can really see the quality they’re receiving, and how your employees interact with your customers.

All of these small pieces add up to the experience your customers have. By setting a standard and an expectation for each of these details you will deliver service your customers need.

The most challenging part is establishing concrete definitions for these expectations. Once you have these standards your team will be held accountable and you will be able deliver the same service each and every time. 

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Customer Service, Team Building | Tagged , , , | Leave a comment

Valued Systems

By John Layzell | Published: February 13, 2013

Are you finding it difficult to grow your business and to give your staff new responsibilities? You can only do so much by yourself until you’re completely burnt out.

If you only think of how to do things, you’re going to be doing it by yourself forever. If every new employee has to be trained by you, then the growth of your business and that employee is limited by how much time you invest. Not only that, you have to remember what to teach them when they start and everything else along the way. This forces you to work on small, everyday tasks IN your business, instead of ON your business.

Have you ever been through this cycle: Going into your business each day hoping no one will quit, even if he’s terrible, but at the end of the day you wish you could fire him. You keep losing clients and deals and you’re just scraping by, but you don’t change anything. You just don’t have time to hire and train anyone. This is so frustrating!

You must learn to DIVIDE to grow your business. It’s DIVIDE to MULTIPLY, this is the idea of dividing to multiply the systemizing in your business.

Your accounts receivable, the money you have in the bank, technology, equipment – can any of these assets gain value in the next year? What about your systems and monitoring? There is so much value in a system of hiring the right people and training them on their most important responsibilities in the first few days. There is even more value in a manager who can do all of this for you!

Documenting and routinely monitoring your systems is where the true value is found. Think of the money when you lost 1 client per day for a week- that’s 5 X the amount you make from each client. That is real, tangible value. Along with this monetary cost, it’s your family, your relationships, and your health that are truly valuable.

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Growing Your Business, Money & Finances | Tagged , , , | Leave a comment

5 ways to improve your marketing strategy

By John Layzell | Published: February 1, 2013

If I asked you what you need most in your business, would you say more customers? And is that really true? Yes! Of course all businesses could do with more customers, but to gain them you need an effective marketing plan. But can you create that new marketing plan? All it really takes is some serious contemplation, and to keep these simple things in mind while you do:

1. Remember that you’re in the business of making profit. Do a little math to understand the cost of your customers.

2. Make this a long term plan. Do a little more math to get the most out of your marketing. Your biggest focus, say 60%, should be on the target market,  then 30% on working on the actual offer, and 10% on creating the copy, what you are actually going to say..

3. Pull in with marketing, then push the sale. Remember that marketing is an investment, but you want to get people to seek out your business. You should spend 50% of your time running or working IN your business and the other 50% with your marketing, ON the business.

4. Marketing requires math. An effective marketing strategy forces you to “buy customers.” When you work out how much a prospect and a customer costs you, or their “acquisition cost”, you can create your budget.

5. The value of your customers. If you give the best value and service to your customers it not only becomes repeat business, but their recommendations become free marketing!

Just remember throughout the process to continue testing and measuring and to schedule time to do so. Have no fear when it comes to updating as the market changes, as well.

Create a marketing plan that will bring new customers effectively, and then keep them with the great value you provide.  

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Growing Your Business, Money & Finances | Tagged , , , , | Leave a comment

Accumulate more cash

By John Layzell | Published: December 4, 2012

If you properly manage your money and do just a few things in advance, you will have more cash on hand, more often. Just by doing these few simple things…

  1. Create a cashflow budget, with just a simple spreadsheet to manage in-flows and out-flows of real “cash” on a daily or monthly basis. A real life physical spreadsheet allows you to see where money is and project where it will go. Mostly, it will make you more aware of what you have and what you’re spending.
  2. Generate a system for receivables. If your biggest clients are holding most of your payments in their bank account, then a script for collecting outstanding receivables is necessary. It doesn’t have to be the owner who does this (actually, it shouldn’t as this sounds like desperation), using scripts allows you to leverage others.
  3. Sell any obsolete equipment. That machine that has been sitting on the floor for the past few months and you’ve barely used? You don’t need it and it will make more money for you on craigslist, ebay or amazon marketplace than actually using it. The money you bring in from selling it could be used for something that will advance your business.
  4. Sell more! Obviously… But this requires a plan on how you will generate more business. Be specific! How much more? $1? $100? $10,000?  What’s your goal? Remember: Goal > Plan > Strategy > Action > Results.  The modern definition of insanity is doing the same thing over and over, and expecting different results. So, if your sales have been consistently declining and you don’t change anything- that’s insane! To get results you must identify S.M.A.R.T goals, develop a plan and actually take the action to change in order to make more money.

 

Your plan for success needs to start today for you to begin seeing results. 

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Growing Your Business, Money & Finances | Tagged , , , | Leave a comment

Systemize the routine, humanize the exception

By John Layzell | Published: November 14, 2012

Are you finding it difficult to grow your business and to give your staff new responsibilities? You can only do so much by yourself until you’re completely burnt out.

If you only think of how to do things, you’re going to be doing it by yourself forever. If every new employee has to be trained by you, then the growth of your business and that employee is limited by how much time you invest. Not only that, you have to remember what to teach them when they start and everything else along the way. This forces you to work on small, everyday tasks IN your business, instead of ON your business.

Have you ever been through this cycle: Going into your business each day hoping no one will quit, even if he’s terrible, but at the end of the day you wish you could fire him. You keep losing clients and deals and you’re just scraping by, but you don’t change anything. You just don’t have time to hire and train anyone. This is so frustrating!

You must learn to DIVIDE to grow your business. It’s DIVIDE to MULTIPLY, this is the idea of dividing to multiply the systemizing in your business.

Your accounts receivable, the money you have in the bank, technology, equipment- can any of these assets gain value in the next year? What about your systems and monitoring? There is so much value in a system of hiring the right people and training them on their most important responsibilities in the first few days. There is even more value in a manager who can do all of this for you!

Documenting and routinely monitoring your systems is where the true value is found. Think of the money when you lost 1 client per day for a week- that’s 5 X the amount you make from each client. That is real, tangible value. Along with this monetary cost, it’s your family, your relationships, and your health that are truly valuable.

So, systemize the routine, and humanize the exception.  Remember the Pareto Principle, also known as the 80-20 Rule.  Systemize the 80%…

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Growing Your Business, Team Building, Time Management | Tagged , , , , | Leave a comment

Committing to your success

By John Layzell | Published: November 7, 2012

Where does your commitment to your business lie? You are either committed to making the work you do easier, or blaming others, making excuses why things can’t be done, or simply living in denial.

The truth is that if you want incredible results in your business and your life, you have to take ownership. Only you can make those changes to see amazing things happen. You are the one that is totally accountable and responsible for your actions.

So, in your business you can either react to everything that comes your way or do the work that makes everything easier.

Most people do the things that have effect in the short term; it’s easy to choose to do the work that will make things better right now, and it’s common to avoid short term discomfort, even if it means things will be better later on. Often we focus on the urgent, rather than the important.

When you do things this way, you don’t do anything outside of your comfort zone then you and your business don’t grow. Even though you know what is required of you to achieve success, you don’t take action because you don’t want to go through the short term discomfort of stepping out of what is familiar.

Everything is made more difficult when you neglect the actions required to really thrive. Think about it, it affects how you live your life.

To fix this you must commit! Make that final decision to do whatever it takes to achieve exactly what is it that you want. Then, write out exactly how you picture what you want your life to be and how exactly you will achieve that.

You must motivate yourself and be committed in order to achieve what you really want even if it means temporary discomfort for long term gain.  Remember, others can inspire you, but only YOU can truly motivate yourself.

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Personal Growth | Tagged , , , , | Leave a comment

Change, and never ending improvement

By John Layzell | Published: November 2, 2012

No organization is ever exactly finished or perfect. There is always room for improvement. This is exemplified by the Japanese philosophy or practice of ‘Kaizen’, meaning constant and never ending improvement. This is a good mentality to have so that you are always working to make your business better. This way, your organization can grow and stay relevant. Unfortunately, all businesses and organizations have weaknesses that may be very difficult to identify and deal with.

The good news is that the more weaknesses that you can identify and fix, the more improvement you will see over time. Progress requires a process of evaluation and change. Each small step is like another piece of a math problem or puzzle that all comes together in the end. The changes that involve culture, behavior and people are much more delicate and intimate. This requires gentle shaping as well as a personal touch and investment from the leader to really make that change happen.

To shape your organization, there are a few essentials that ensure the changes go smoothly.

  • To make the improvement that you want, it must be gradual and consistent. Too much at once overwhelms your team and incite panic, too little and nothing actually gets done.
  • Since it takes time, be sure to detail how you’re going to make these changes. Write down even the smallest steps you need to take to change.
  • Throughout the process, your organization needs one constant leader and role model. You must delegate tasks to your trusted team members, but you must be the solid leader at this time.
  • If you start to see a regression, remember it’s hard to lose old habits. It just means that more effort is required to keep everyone on track.
  • As the leader, you have to stay on top of the improvements. If you forget about it, so does your team!
  • Break up your goals into smaller pieces and make sure each one is highly detailed. The small victories and accomplishments just make it easier.

It is so satisfying to look back and see what a difference you have made in your organization. Focus on the results and good things start to happen before you know it. 

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Growing Your Business, Personal Growth, Team Building | Tagged , , , , | Leave a comment

Communicating powerful common goals

By John Layzell | Published: October 31, 2012

Being a leader is more than just trying to encourage your team to do their best. It is much more powerful to unite your people around one common goal.

Who are “your people?”  “Your people” means more than just your internal team.  It also includes your customers, vendors, strategic alliances, friends and family.  You will be surprised how all these stake holders will help you achieve you goal, but only if they know about it!

When all your team does is show up and do their best and they aren’t really inspired by anything but “I did a good job today,” they won’t grow and neither will your business. People need to be challenged to tap into their sense of belonging. People always want to feel important and that they are a part of something.

When a team has a meaningful common goal, it gives what they’re doing significance. That goal must be inspiring to leader so that the same inspiration and enthusiasm can be transmitted to the team. This way, everyone will act with the same sense of purpose.

Even the difference between having rough and clear goals is astounding. You can see the excitement and feel how awesome the results are and will be when you have crystal clear goals.

Take a step back and think: have you clearly identified your goals?  How clearly have you communicated your goals to all your stake holders? How powerful do you think your goals are for your team? How well do you know all your team members’ individual goals?

Get clear, concise goals and communicate them directly for more success in your business. The more others know about your goals, the more they will help you achieve them.

Wishing you success and abundance!

 If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

 

Posted in Business Planning, Growing Your Business, Personal Growth, Team Building | Tagged , , , , | Leave a comment

Personal Growth: How Can We Feel Successful in Our Lives?

By John Layzell | Published: October 26, 2012

Perhaps the most important realization that an individual can make in their quest for personal growth is that there is no single formula that defines the path to personal success. We all have different goals and priorities, which means that different activities and attitudes will make us feel good about ourselves. We also have different natural strengths and weaknesses that are a part of our inherent personality type. How then, as individuals, can we feel successful in our lives?

Understand What is Important to You.

Each personality type has a different idea of what it means to be successful. Self-knowledge is one common goal that will help everyone achieve personal success. We all have important role-models and influences in our lives that may have basic values that are quite different from our own. Sometimes one does not have the ability to realize their potential personal growth. Perhaps growing up they were protected by parents, siblings, spouses, even peers. Perhaps they would never have the realization. Defining moments in one’s life could be the door that opens the realization of personal growth such as marriage, birth of a child, loss of a loved one, loss of employment or gainful employment. All of these events in our life offer personal growth. Pivotal people in our lives is another area that opens the door to personal growth such as mentoring or having a coach in our life that enables us to do the things we want to do, dreamed of doing or helped us overcome fear of doing.

Stepping out of your comfort zone while improving your self-knowledge and realizing your true goals can be very liberating. This is instrumental to opening the door to personal growth.

Strive for Balance

Most people will experience times in their lives during which they are stressed to the point of serious imbalance. As you can see, balance and success are relative and the key to Personal Growth.

So how do we go about realizing what is truly important to us? How do we become balanced? How do we open that magical door that will show us the way to personal growth and success? An awareness and acceptance of the fact that one personality function may be more effective than another function in a given situation will help you to understand the relevance of personal growth to your life. Personal growth is an individuation, which is essentially the conscious realization of your true self, beyond the ego, that is presented by your conscious self. Our efforts to help people develop themselves is essentially the effort to help them to realize that their personal perspectives and conscious ideas are only a small part of who they are and that the more they try to develop and defend this superficial “self”, the further they get away from their true self. This realization helps a psyche in many concrete ways and is also a positive step towards promoting a psyche that is open to the process of individuation.

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Personal Growth | Tagged , , , , | Leave a comment

Leading your team to success

By John Layzell | Published: October 22, 2012

Exploring the source of leadership in a business is a great way to start looking into what needs to be improved. When leadership and direction are unclear and the team isn’t exactly on the same page, your business won’t perform.

As a leader, you must create a vision for the present and future. It is essential not only to have a vision, but to share it. Use your vision as a guide for where you want and need to be.

The importance of a vision is emphasized in an anonymous quotation from “Tomorrow’s Leaders,”

“Every executive, every manager, to fulfill the role, must have a vision- a vision of where the organization will be and what it will look like in the future. They must create that vision and then share it with those reporting to them, if they are to gain a high level of employee involvement and commitment and attain a high level of productivity.” 

To be successful you must create your detailed vision and make sure every person on your team is aware of it.  If there is no obvious direction from the beginning, then you are set up for failure.

Although it may seem difficult as a small business owner to think about the future of your business in these times of rapid and continuous changes and constant changes in technology, it is required of you in order to fulfill the demands in excellence today and to keep up with them for the future. You have to start by creating your vision, but it has to be as dynamic and change when necessary.

To continue to deliver, you and your vision must be connected with your team to avoid things like absenteeism, low morale, and full on resignations. If these are happening in your business that is a major sign that something needs to change. Start by examining these five things about yourself:

  1. What are your habits at work? Are you setting a good example for your team?
  2. How do you handle stressful situations? However you react, they will too.
  3. Do you have a system for leadership?
  4. What is your vision and strategy and have they been communicated?
  5. How is your relationship with your team? Do they feel truly comfortable around you?

Your business will only go as far as you have led your team. The stronger your leadership is, the stronger your business will be!

If you would like further information or you have any questions about this blog give me a call at 305-899-9963 or email me at johnlayzell@actioncoach.com and we’ll make it happen.

Coach John
“Living beyond the ordinary”

Posted in Business Planning, Growing Your Business, Personal Growth, Team Building | Tagged , , , , | Leave a comment

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