writinginarizona

We all need a plan

I was talking with Matt and Kelly McEniry, owners of Wall-Art, when Matt mentioned that one of the most important things they've learned since buying the business in late 2004 is planning.  More specifically, "We learned it's important to have a written business plan," Kelly said.

"On paper.  So you can read it," Matt said. 

"We originally thought it would be for the bank.  It's not.  It's for the owners," Kelly said.

The critical importance of a fully-thought-out, written business plan is something small business owners have mentioned time after time as an essential part of running a successful business.

A written plan keeps you on track, reminds you of where you're going and how you  figured you'd get there.  It allows you to adjust your course, too, by giving you points of comparison.

After all, if you can't imagine where you're going….you might never get anywhere at all.

Outstanding customer service

Customer service can lift a company far above competitors, sometimes by creating a memorable interaction.

Here's an example:  When my air conditioning went on the fritz the day before the holiday, I figured I'd need luck to get a company out and my air restored without incurring holiday labor charges.  When I learned that the company that had sold me the unit had itself been sold and then got referred to yet another company, I thought, "Doom!"  Not so much.  I was referred to John McDowell, a veteran Mesa firefighter who runs JMAC, an air and heat services company with his son.  Not only did they promise to get me into their schedule - somehow - before the day was over, they were willing to call me before arrival so I didn't have to sit at home waiting.

Not only did they call by 6 p.m., McDowell waited patiently until I showed up - and then proceeded to demonstrate to me why he thought my unit was still in working order.  Then he spent another 20 minutes or more showing me how to kick-start the system myself, and what to look for when assessing illness or death for the unit and the thermostat. 

Altogether, I figure he was there a good 45 minutes or so.  The charge?  Nada.  Zero, zip, no fee.  I breathed a sigh of relief and happily took several cards and fridge magnets with his number on them.

And you can bet that's the company I'll call when the air finally does gasp its last.

Comments (0) 08.07.2008. 16:57

Working with passion

Over the past few weeks. I've been talking with people who's businesses are art related.  As you might expect, they bring a passion to their daily tasks that infuses their days with a kind of joy.  What you might not expect is that it's possible to hear that same kind of passion and joy from most small business owners.  Nearly every one of the entrepreneurs I've talked with over the past three years or so has been remarkable in their passion for creating a business that gives meaning and purpose to their lives - and to their employees, as well.

This was really driven home to me when I attended a meeting of the Philippine AmericanChamber of commerce of Arizona.  The 30-second introductions people gave describing their work were filled with pride, energy and real passion for building a business.

Just listening to so many committed, dynamic small business owners was energizing!

Comments (0) 03.07.2008. 09:56