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Employee Training Improvement Leadership Management Small Business Strategic Notepad strategic planning

Is your New Year planning done?

New Year planning for your business is often a mechanical process involving adding x% to various budgets and reducing others or leaving them the same. While financial planning is important, be sure to invest some time at a deeper level so that next year isn’t simply a repeat of this year with a different calendar.

Even if this year has been your best year to date, there’s always room for improvement. In fact, the year after your best year often requires even more focused effort to maintain your current pace. On the other hand, if this year wasn’t so great or was “simply OK”, then these discussions will be in context to turn things around.

Here are some questions to consider for your New Year planning…

Strength Training and Leverage

Who isn’t getting the training they need? What parts of the company would likely produce improved performance after receiving additional training to leverage their strengths? What sort of training is required? For whom? This review should involve everyone in every department, from the owner to the newest employee.

While training can go a long way toward dealing with strengths that need reinforcement, the real solution is often found by delegating certain work to other people. Fighting someone’s weaknesses is usually a waste of time, talent and money. Can they be overcome? Perhaps. Is it worth it? It depends on experience and whether or not the questioned work is the person’s real gift.

You might be tempted to think “They run the cash register. How is that a gift?

The register isn’t the point. The people at your register, at your receptionist desk, on your support lines, taking inbound calls… they’re the people who make the first impression at your company. They’re great at public facing work, or they aren’t. Some will grow into it. Some never will, but may excel at other things. In the meantime, every new prospect and client interacts with these folks. Wouldn’t you prefer they interacted with someone who rocks that register, receptionist desk, or inbound call?

Ever had a great experience at a hardware store cash register? Ever had a bad one? Ever called in or met a receptionist who was a company’s best asset or worst first impression? How are these things going at your place?

Assess Leadership

Over the last year, you can probably name the high and low points from a leadership perspective. This includes owners, managers and team members. Last week I talked about the comfort you feel when you know someone has your back. A good bit of this is driven by leadership and example setting.

For every leader on your team, consider what would help them grow as a leader in the coming year. What can you do to help? What about everyone else? Have you and your managers taken the time to identify staffers who show potential as leaders? What process will be used to do that?

If you’re a team member and you want to lead, two things: Continue leading by example and be sure to let your manager know that you want help becoming a better leader. Assuming they can read your mind isn’t a great plan for your future.

Communication

As with leadership, you can probably identify the highs and lows communications-wise over the last year, both with your clientele and your team. What’s your plan to learn from them, train based on what you learned, reproduce the wins and address the less than ideal?

Is there anyone on your team who needs communications training? Do you cringe when you read emails from some people? Does anyone on your team struggle to get their point across verbally? What can you do as an owner to help them?

If you’re the one having difficulty communicating, who can you ask for help / suggestions? Again, don’t assume anyone will come to your rescue. Take initiative. The ability to communicate effectively is a big differentiator for you and your company.

New Year planning and individual goals

All of the things we’ve discussed above relate to individual goals. Either you want to improve or you want your direct reports to improve, or both. What have you done to communicate the company’s goals for the coming year? What about your departments? What about your personal ones?

It’s time to have these conversations.

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Business Resources Buy Local Employees Improvement Management Small Business Strategic Notepad strategic planning

Strategic notepad: Small Business Saturday

The Black Friday, Small Business Saturday and Cyber Monday rushes are over. If things are going as planned, your sales are on target with no signs of missing your revenue budget for the holiday season. Unless things are going poorly, you might not have started thinking about what you’ll do differently next year – yet now is the perfect time to plant the seeds for those changes.

Why am I asking this moments after the Black Friday / Small Business Saturday / Cyber Monday trifecta? Because the wounds from the sting of procrastination, “didn’t have time to get it all done”, and “shoulda / woulda / coulda” you suffered through the last few days are still sensitive. While the tenderness remains, and the rushes are behind you, it’s time to take a brief moment to reflect on what you learned the last few days, and continue to make note of what you notice over the next few weeks. How long is brief? Long enough to make a note. This doesn’t need to be an afternoon of deep thought.

In the heat of these rushes, did you notice things you’d forgotten to do, prepare for or setup prior to Thanksgiving? Did you notice things that weren’t organized or communicated as well as you would have liked? Did you notice things that could be improved? Write it down.

Simple examples: Did your business run out of coffee, shopping bags, change, receipt paper or rewards plan signup materials? Were all of your shifts covered with enough people, but not too many? Did you have enough inventory on special items? Were shelves restocked/pulled enough? Did a certain group of customers not show up? Did you have the new client traffic you expected? Write it down.

Planning and backdating for Small Business Saturday

You probably have a list that helps you keep things sane for November / December, and that list probably includes tasks that have to be performed months earlier. Are these items already on your calendar with perpetual reminders? Are they backdated to build in sufficient time for completion? Are their prerequisite tasks given sufficient lead time to avoid cascading deadline failure?

For example, to get a mailing / email / Facebook promo (better yet, all three) out prior to Thanksgiving weekend, your marketing calendar needs tasks for promotion planning, email sequence planning, ad / email copywriting, artwork creation, printing, etc. You can’t wait till November 1st to start. If it didn’t happen this year, build it into next year’s calendar so it DOES happen. Write it down.

Write it down now, consider and plan later

While the memory of your “How did we miss / forget that?” moments are fresh, take a moment to make some notes so that when you have some solitude / planning time, you don’t forget the little things you noticed as the rushes occurred. Put a pad next to each register, next to the phone, next to the coffee pot, next to the back door, next to where you keep today’s mail.

Notepads in all of these places allow you and your team to jot down something in the heat of the moment while “that thing” is fresh in your mind. Take a moment at the end of the day to consolidate (and date) the notes for the day. If there’s anything you can take immediate action on, get that done ASAP and review the rest later.

It’s critical that you go back over what went well and can be improved, as well as what didn’t go so well. Don’t wait until you finally relax for a few minutes after January’s inventory and try to remember the little things that happened weeks earlier. You won’t remember them and that will likely mean you’ll encounter them again next year. Keep these notes and your calendar for 2016 updated with the things you notice every day for the next 5-6 weeks.

Include your staff in Small Business Saturday planning

Encourage and remind your staff to write these notes and initial them so they can provide more details when time permits. They probably see different things than you do, and often from a different perspective. Their feedback will likely have a more direct impact on your clients’ experience as well as the ability of your staff to deliver to the best of their ability.

Take advantage of the lessons, gotchas, highs and lows. Write them down.