This week, let’s focus on the present.  We’re doing a bit of introspection and working on ourselves.

When I’m embarking on a new project or a new set of goals, it’s best for me to start fresh.  And, I love this time of year for doing those ‘housekeeping’ sorts of things.  Because we’ll be doing some future-thinking next week, it’s time to ‘clean house’.  It’s time to get ready and prepare yourself and your business for success.  Here are some things to consider:

How organized is your office? 

What do you need to do to get your workspace in tip-top shape?

What are some activities that you waste time on?  What are your bad habits?

What is the best use of your time?  What are your good habits?

When are the times you are most productive?

What are the work activities you enjoy most?  Which are the ones you least enjoy?

What motivates you?  What inspires you?

How can you use that motivation and inspiration to keep moving you forward?

Please join us next week as we do some goal-setting and planning for 2012!

A holiday deal for you…

Throughout these 3 weeks, we’ll be offering $100 off The Simple Plan Exclusive which is our one-to-one partnership with small business owners to help build a business plan.  Simply visit The Simple Plan website to learn more about The Exclusive and enter the discount code “2012” when you enroll.  This offer is only good through December 30^th and space is limited to first-come-first-served.

Creating a system for each position

Today, we are going to create systems or processes for these positions.  A system (or process) is the step-by-step approach for accomplishing a particular responsibility.  Each position on your org chart will have a set of responsibilities.  Each one of these responsibilities will have a process or system.

I like to make my systems into checklists.  This is something I learned from one of my favorite books, The E-Myth Revisited.  In the book author Michael Gerber talks about “systemizing” your business.  This may sound robotic to you.  (I remember thinking that my business would lose its soul if I made everything standardized and systematic.  McDonald’s came to mind.)  But, in reality, systemizing your business ensures:

• that you’ll give the client a consistent experience.
• can hire and train additional personnel.
• efficiency.  When you can work through a list of procedures, you don’t have to recreate the wheel ever time you sit down to work on a project.

How to create a system or process

We covered this a few months ago in a series we did on Client Management.  You will want to revisit the post on documenting systems here.  Here are some of the tips I shared:

• Start at the very beginning: what is the very first thing you do in this specific process?  (In my example of assembly, the assembler is responsible for ensuring that they have all inventory and supplies in place.)
• Then walk through ever single step of that specific process and identify a task.
• Do not worry about other processes.  Focus solely on ONE process.
• Don’t over-explain or over-document.  You want to give enough detail where anyone following will be able to do it.  But don’t over-complicate things.
• Keep your checklist to a page if you can.  It’s nearly impossible (nor is it fun) when you have to go thru a checklist that is 8 pages long.  If it’s getting too long you may have to split the process into some additional separate processes.

You’ll also want to check out some of the management tools (including software) that I love for keeping my systems organized.

Have you created systems or processes for your business?  How did you do it?

On a less serious note… I found this procrastination flow chart.  Just think… you can even systemize your “Procrastination Process”!

Image: Creative Commons

PICK the 5 MOST IMPORTANT and URGENT ITEMS that MUST get done TODAY.

That’s it!

JUST 5.

Here’s the deal…

When we get crazy busy, we build lists that are often full of important things.  At one time, we may have made a list with 10 very important things that needed to happen urgently.  But, over time, we start adding and adding to this list.  We’ve added things that are less important and less urgent – but nonetheless should happen.  Soon enough our lists become a crazy of hundreds of tasks: urgent, non-urgent, important, non-important, reminders, wishes, hopes, and random  thoughts.  It makes it nearly impossible to work from such a huge list – especially when we are very busy and possibly burned out.

On days when my list is humongous and overwhelming to the point where I can’t seem to tackle everything… I do this:

1. I read through every item on the list and star the important ones that absolutely MUST happen before the end of the day.
2. I re-write those ~5 items onto a NEW clean sheet.  (Sometimes the list is made of 3 tasks, sometimes it has 7.  The trick is to keep the list to a few manageable tasks.)
3. I keep the huge list of other tasks for the next day where I can refer back to it and start the process over, looking for the most important and most urgent tasks again.
4. Throughout the day, if any new tasks come up I ask myself: “does this NEED to happen today?”  If not, I add it to my long list.
5. I keep the long list outta site so it doesn’t weigh on me.  I only work from the list of 5 items on my clean sheet of paper.

Working from a list of 5 items is pretty magical.  It frees you up from the weight of so many obligations – even if just symbolically.  And, it gives you a sense of accomplishment to be able to complete everything on your shorter list.

Have you ever tried this?  Has it helped you out?

Getting Info Up-front

If you don’t yet query your clients before you meet with them, you should.  By learning more about my clients before meeting with them, I’m better able to service them in that first meeting.  I help them build their vision and educate them from the get-go.  Before you meet with your clients, send them a little questionnaire to learn more about them.

Streamlined Questionnaires

There are quite a few form-building tools for your business.  I’m a sucker for all things google and was a long-time user of Google Forms which is an easy and free online tool that allows you to provide an online form to your clients which then feeds into a google spreadsheet.  It’s amazing and magical!

But, once I started using 37signals’ Highrise to manage my client information and communication I needed to have everything get into Highrise in one easy step.  (You cannot move information from a Google form to anything other than a google spreadsheet without going through a few steps of downloading, uploading, etc.  That’s too time consuming.)

Formstack to the Rescue!

Formstack is easy to use and I love how it integrates with Highrise.  You build your form or questionnaire in a few steps.  You can add your logo and customize it so that it ties with your company branding. For me the branding match is more important than having a “template” form.

To integrate with Highrise, simply input your merge code (called an API key).  Voila!  When someone completes a form the data (name, address, phone, etc) goes directly into your Highrise database.  No need to copy over info to multiple programs.  You can also integrate with Mailchimp (for newsletters), Paypal, and a bunch of other programs.  You can also embed the form onto your website.  And, if you don’t use Highrise, you can also export the data to Excel or print the information.

The lowdown on Formstack:

Formstack offers a free 14-day trial.  After that, the starter package for 5 forms is $14/month.  If you have an inquiry form for meetings on your website and a follow-up details questionnaire (2 forms) this package is probably all that you need.

Get Contracts Signed Quickly

Echosign is an online tool that allows users to upload their contracts, email them to clients, and have them virtually signed.

What I LOVE about Echosign:

I’ve noticed I get contracts back much quicker by having clients sign them virtually instead of having them print, stick in an envelope, and snail-mail.  It also makes following up easier for me since I can easily send reminders.

I also love that I can prepare documents more quickly. I have a few template contracts that I don’t have to recreate each time.  (I’ve inserted a few fields that are updated with client info: name, date, etc.)

Another thing I love is that the contracts are filed online.  This has cut down on all of my printing, printing, printing and filing, filing, filing.

Limitations to Echosign:

You cannot customize contracts that were previously uploaded to the Echosign.  Once you upload your contract (in word, pdf, other) it is final.  (An “image” of your contract is created and you cannot ammend text.)  You can paste custom fields as mentioned above, but you cannot re-write entire sections.  If you have custom contracts, this tool is limited.  What I’ve learned to do is have my standard contract on here and then upload a separate “term sheet” for each client if there are specifics to the specific client.

The lowdown on Echosign:

Echosign is incredibly affordable at $14.95 / month and there is a free trial for your first 5 signatures.  You can find out more at www.echosign.com.

And, today, we arrive at my favorite part: the nerdy part!  I’m going to share with you a few of my favorite technologies for managing your projects.  This post could probably be 30 pages long because there are so many cool tools out there.  I’m just going to focus on a few favorites.  The others will have to wait until another post.

For managing sales, inquiries and conversations: 37signals’ Highrise

We are incredibly fortunate to be living in 2011.  In 2011, there is CRM software for EVERYONE! (CRM is “Client Relationship Management” in “corporate speak”.)  A CRM tool allows you to track all of those intimate details about your clients.

Highrise (from the company 37signals, purveyors of all sorts of cool technology) is my favorite CRM tool for small business onwers.  It’s an online site that enables you to track conversations with clients and potential clients.  It allows you to “tag” your contacts, assign tasks, file email conversations, and so on.  What I most love about it: It’s CRM for dummies.  (I know we are all SAGE individuals, but let’s not make things more complicated than they have to be.)

And get this: it allows you to track your “DEALS”.  A deal is a potential business venture with a client.  For example, when you send out that proposal to a potential client, you can open a “deal” and track all communication associated with that deal.  My favorite part is when I can mark it “WON”!

37signals offers a free trial for as long as you want.  (The free trial limits the number of contacts, cases, and deals you can have.)  But, I have to admit I didn’t really “get it” until I started using it actively in my business and started using the paid version which is totally worth it for $24/month.

Here’s a screen shot:

For project management: 37 signals’ Basecamp

Also from 37 signals, I love Basecamp for Project Management.  This is a great tool for managing all of your client’s events.  What I love is that I can access my “dashboard” and get a snapshot of where everyone of my client’s is at and what needs to be done.  Creating templates that have to-do lists is key to making this program work for you.  (You’ll want to revisit our post from yesterday on documenting your systems to make this easier on you.)  Like Highrise, there is a free trial for Basecamp and the paid version starts at $24/month.

Here’s a screen shot:

For photographer and videographer project management: ShootQ

ShootQ is an online program that enables photographers and videographers to manage their workflow.  It is similar to BaseCamp in that it allows you to streamline your projects.  However, it takes project management to the next level by incorporating templated contracts, emails, and so on.  This tool is incredibly robust.  (Pssstt… I know some wedding planners use this too and word on the street is that they are developing a version specifically tailored to planners.)  You will need to spend a good week setting up the templates, checklists, and so on.  (Again, you’ll want to revisit yesterday’s post on documenting your systems before you get started.)  They have a free 30-day trial that is worth checking out, tho once you get your workflow in place, you won’t be able to imagine life before ShootQ.

For managing computer documents, images, files, etc: Bento for MAC

Bento is project management software designed for Apple computers.  I love the ease of this tool!  I also love the visual aspects.  If you are managing a gazillion images for clients (swatches, samples, magazine clippings, blog posts, ideas and so on) this is a great tool because you can “see” what you’re working with.  You can also link documents that are stored elsewhere on your computer.  It doesn’t have the interactivity that an online tool (like Basecamp) has so you won’t be able to share anything with a client.  (It’s desktop software, not web-based.)  But, if you are only wanting to organize your files and track your projects, this is a great tool.

Check out the Bento informational video to better understand how it works.

For uncomplicated basics: Excel

The above-mentioned are all really fun and fancy tools that I’ve incorporated into my business over time and now love.  BUT – HERE’S THE TRUTH: while they are easy to use and simple to learn, there was a learning curve.  It took me a few hours (a few of them took days) of tweaking and fine-tuning until I go into the rhythm of using these and making them work for me (instead of the other way around).

Before I used these tools, I was pretty happy with good ol’ EXCEL!  YEP – there is nothing wrong with managing your projects using EXCEL!

Below is a VERY SIMPLE spreadsheet for managing your inquiries.  You can add columns based on your profession.  (There are a few added steps shown for a hypothetical invite design company.  This worksheet should be customized based on your systems.)  This is an AWESOME tool to have a quick snapshot of all your clients in one place.  For my clients management, I update this every few days and paste it to my wall so I could get a quick view of everything going.  This was also a great way for my staff to understand the status on everyone.

FREE DOWNLOAD: Project Management Schedule in Excel

These are just a few of my favorite client management tools.  What are yours?

Today, we are going to document the systems (or, the procedures) in our business.  Yesterday we talked about WHY we need to do this.  Here’s a quick summary.  Sometimes managing clients is like herding kittens.  Having a few of your most important processes will make you better able to herd them.  At least you’ll know where all your kittens are at.

As is everything we do around here at Sage Wedding Pros, I’m going to keep this simple.  You can make it more complex if you want.  Here are 6 stages for documenting your business systems:

1 – Identify your responsibilities

What is everything you do in your business for your business?  Make a list.  Now – start grouping like tasks and functions.  For example with wedding invitations, the major responsibilities and functions break down as:

• sales
• design
• production
• accounting/finance
• marketing

If you ever worked for “the man” you may be familiar with an organizational chart, or “org chart”.  I like org charts because they allow me to visually see all of the responsibilities in my business – even if it’s just me in all the positions.

2 – Start with ONE responsibility to document

The most overwhelming thing for business-owners is feeling this weight of HAVING to document ever single procedure in one sitting.  Relax.  Start with one small piece.  For example, under “production”, I will select the process of assembling invitations.  For me this was a critical first step when I started thinking about hiring people.  I wanted to ensure that they would have the tools to succeed at this.

3 – I love me some checklists!

You can document your systems however is best for your business to function.  There are no hard and fast rules on this.  But, if you decide to write paragraphs describing what you do it will be very challenging for anyone to get through all of it. (read: BORING!)

I LOVE me some checklists! So, here’s how you create your checklist:

• Start at the very beginning: what is the very first thing you do in this specific process?  (In my example of assembly, the assembler is responsible for ensuring that they have all inventory and supplies in place.)
• Then walk through ever single step of that specific process and identify a task.
• Do not worry about other processes.  Focus solely on ONE process.
• Don’t over-explain or over-document.  You want to give enough detail where anyone following will be able to do it.  But don’t over-complicate things.
• Keep your checklist to a page if you can.  It’s nearly impossible (nor is it fun) when you have to go thru a checklist that is 8 pages long.  If it’s getting too long you may have to split the process into some additional separate processes.

By the way, I like to build my lists in Excel.  I like being able to create boxes using the cells that function as checkboxes.  If you’re more of a Microsoft Word (or other word processing software) then go for that.  Build your list in the software that is easiest for you.  But, don’t use pen and paper because you need to be able to make multiple copies to use in your business.

4 – Imagine that you aren’t in your business

If you had to give someone a checklist of things to do while you were away from your business, what would that list look like in order to ensure that everything is done according to your level of quality?  Again – keep in mind that “company policies” (eg: how to dress, how to address client concerns, etc) are a separate part of this training.  Focus only on the procedure that you are documenting.

Michael Gerber, author of The E-Myth, encourages business owners to create a “franchise prototype”.  You may have no desire to franchise your business, and in most cases in our industry this doesn’t make sense.  But, he wants to think of the mentality that someone has when they are franchising their business.  They create a “franchise prototype” that they can reproduce easily with another owner.  Ray Croc, founder of McDonald’s, is the godfather of franchising.  He knew that by creating a system that he could easily replicate he would ensure the sanctity of his brand, the success of the company’s employees, and the profitability of franchise owners.

5 – Give it a test drive

The only way to know if your checklist is good is to test it out.  After you’ve documented all the steps, use it in your business. See if there are new steps that come up.  Or, if there are “exceptions”.  For example I have a little section at the bottom of the assembly checklist that says “damage control” with a few quick notes on what to do if someone flubs an order.

6 – Create a checklist for all your procedures

This can be very overwhelming.  Start out with the most important functions.  For me documenting assembly, sample construction, and office maintenance were the most critical.  I wrote the first checklists for the employees I wanted to hire and for the jobs that I wanted to ensure quality control.

So how does this checklist help with your client management?

I clip the assembly checklist to the front of each client’s folder.  Whenever a client calls me to find out the status of their invites, I can easily flip to the checklist and give them an update.  There is no more flipping thru emails, images, proposals, pdfs, and documents to answer questions about fonts and colors.  I have all the details in a summary at the front of their folder.  (For wedding planners, processes are so much more involved and complicated.  Checklists are a must!)

Today, I’ve described how to use good old fashion computer and paper to create a checklist.  Tomorrow, I’m going to share some of my favorite software and oline tools for managing clients.  Technology is amazing!

You have to be able to manage your clients’ expectations and have an organized work life before you can put systems into place.  The systems won’t work or function if you have clients who are ruling you and a system won’t work in a chaotic environment.

What is a system?

A system is a ritualized method for accomplishing a project.  This can mean lots of different things to different people.  Many moons ago when I worked for Deloitte as an auditor we would examine a company’s systems to ensure that they had procedures in place to safeguard from fraud and to ensure that accounting regulations were being consistently followed.  Our businesses don’t answer to the SEC.  We have a certain level of compliance for IRS purposes, but they are far less involved.

For the small business owner, systems are important for the following reasons:

• ensuring a consistent client experience
• for use in training and educating your employees
• gives you control over your projects
• if you sell your business (or franchise it) you want your company to be “turnkey”

Systems strengthen your brand and benefit the client experience

Tell me about your hair salon.  Do you LOVE the experience?  This is what I love about my hair salon: Andy always offers me a cup of coffee or glass of wine when I walk thru the door.  We chat about the latest happenings in our lives and then it’s business: color, wash, cut, style.  I’m out in an hour.  I LOVE this.  This is what I want from my hair salon.

Now, my experience wouldn’t quite be the same if I walked into that door and we sat down and got straight to business without the coffee or wine in my hand.  For me, that is part of the experience.  This is part of his salon’s brand.  This is also why I refer people to him.  It’s also why pretty much anyone in a 10 mile radius of his salon in Pasadena, CA that knows me gets their hair cut and colored by him.  (Did I mention that I live in MIAMI?! Yes – he is still my hairstylist.)

Whether he has sat down and identified his systems scientifically, I’m not sure of.  But, he does know that the consistency of the experience in his salon is what keeps people coming back for more (and from 3000 miles away.)  This is part of his sales ritual.

Systems are necessary for training your employees

It’s pretty much impossible for anyone to replicate what you do without having systems and procedures in place.  How will your staff know the “secret mojo” of your company if you haven’t identified any systems for them to follow.  How can they consistently offer your client the same experience you do?

Before reading the book E-Myth Revisited by Michael Gerber I thought systems would rob my company of any soul.  I was thinking robotic McDonald’s employees, “You want fries with that?”  But systemizing isn’t about taking personalization and customization out of your business.  Systemizing is about creating an extravagant experience for you client, regardless of whether it’s you or your staff.  It’s about finding those personalized and customized touches and doing them each and every time with each and every client.

If you dream of growing your company to more than just 1 person (you!) then you need to start thinking about the systems, procedures, and rituals that other people will be responsible for.

Systems give you control

Before I had systems for my business, I felt like I was responding to whatever need came up at that moment.  I also didn’t feel like I had a strong grasp on where each of my clients was at in our process.  I would find myself flipping through their file trying to remember when I had last heard from them and if they had sent me their contract.

With systems in place for a few key functions I felt much more “on top of things” in regards to client matters.  I can look at my assembly chart and know exactly where people are at each stage in the process.  I can look at the list of my inquiries and know which people I should follow up with to set an appointment.  And, better yet: my employees know exactly where each of our clients is at also.  They can pick up where other leave off.

A buyer of your business is going to want a “turnkey” business

A turnkey business is one that a new owner can operate as soon as he “turns the key” on the business’s door.  The new owner should be able to step in and and take over with very little transition.  These days businesses are much more complex than in olden time when this term was coined.  However, the expectation has not changed much.  A buyer of a small business wants success quickly – and profits.  They want to ensure that they can continue operating a successful company as it has been operated in the past.  Sure, they’ll improve upon the old.  But, if you have a successful formula and they are buying your business for that formula, they’ll want to know what it is.

Not of all of us have aspirations of selling our businesses and not many in the wedding industry will be able to do so.  But if this is something that you would like to do, you’ll have to be able to turn over the procedures to your company’s “secret mojo”.

Sooo… now you know all about systems.  Come back tomorrow… we’ll talk about HOW to document your systems.

Image: Creative Commons License

We so often are looking for the “MAGIC SOLUTION” to help us with organization and management of our projects.  We buy software, folders, to-do lists, etc.  But, we still end up overwhelmed with work.  How do we manage it all?  How do we keep our heads above water?  We are in the middle of a 5 part series on Client Management.

Before you can implement systems and tools for managing your projects, you need to lay a foundation for organization. And, you need to rethink the way you work.  Your “systems” (the software, folders, checklists, to-dos) aren’t any good if you don’t have an organized foundation in your business.

1) DECLUTTER & SETUP

The more “stuff” you have in your workspace, the less able you’ll be able to focus on getting your work done. If you are feeling out of control with your projects, chances are your workspace is also out of control. You’ll want to revisit our post on decluttering.  You’ll also want to revisit our post on setting yourself up for organizational success.

2) MANAGE YOUR TIME

Yesterday, we talked about managing your clients (as opposed to having your clients managing you). Learning to manage your time and DECIDING how to spend your time is key to solid project management. If you begin each day at the whim of your clients – or whatever last minute emergency arises – you aren’t managing your time well. DECIDE what to do with your time, instead of just allowing your day to happen as it unfolds.

3) BATCH YOUR TASKS

Batching is the idea that we “group” our repetitive tasks. For example, instead of checking email every 10 minutes allowing for one email to arrive every 10 minutes, we check email every two hours and respond to 12 emails in one sitting. I batch the majority of my tasks. If I have samples for clients, they usually get done on Thursdays. Client meetings happen on Tuesdays and Thursdays.

You want to batch your tasks because each time you “reset” yourself between tasks you lose focus.  (This is the peril of multitasking.) I know that when I have 3 appointments in the same afternoon, I am on a ROLL. I am a machine. I am focused and in my groove. But, when I have to stop what I’m doing 3 times for 3 separate appointments, it breaks up my flow. 3 appointments that may have taken 3-5 hours in one sitting have now taken all of my 8 hours of the day because the time between appointments has been lost. This is true for all tasks: email, production, phonecalls, and so on.

4) GET IN A GROOVE

When I first attempted to have an “empty decluttered desk” as part of my daily life, it was nearly impossible for me to maintain. The messiness habit was hard to break. But, I kept coming back to it during moments of panic and feeling out of control in my projects. Over time, I started craving the order. This is also true of batching my tasks. I used to hate the routine. But, over time I found it so liberating to not be checking email all day long. Once you get in a groove it feels good.

And… then… you are ready to begin implementing your client management systems…

JOIN US NEXT WEEK for more on this!

Over these two weeks we are going to be covering Client Management for Wedding Pros. We are going to break this down into a 5 part series. TODAY, we are going to set some boundaries and manage client expectations!

You call the shots

When I talk to a wedding pro who is overwhelmed with a gazillion projects it might be natural to start talking about what systems and project management tools they have in place. But, let’s start from the beginning: ARE YOU MANAGING YOUR CLIENT or ARE THEY MANAGING YOU?

We have to play good defense in addition to offense. What are you doing to set boundaries? How are you managing your client’s expectations?

Last week, we discussed the power of saying no. Have you clearly defined where your job ends and your life begins? If your client doesn’t have an understanding of this, then you haven’t set any boundaries for them. If you don’t manage their expectations in the beginning then you are creating more chaos in the long run.

10 signs that you don’t have business boundaries

1 – You answer phonecalls past 6pm every day not only during “busy times”.

2 – You answer emails on Sunday every week. (You also answer them on vacation.)

3 – You drop everything to address a non-urgent issue for a client.

4 – You schedule appointments around your client’s schedule, not yours.

5 – You rarely say no and when you do you apologize for it.

6 – You often find yourself doing jobs/tasks for which you were not hired to do.

7 – You have not defined “no email”, “no phonecalls”, “no social media” times in your schedule. (In other words, you haven’t specified time for “no interruptions”.)

8 – You have very little personal time and free time.

9 – You don’t have time to work ON your business because you are always working IN your business.

10 – Your client is managing your projects – not you.

Your client is managing your projects – not you.  Fix this.

This last item is the most important one. If your client is managing your time, your project(s), then you are not. You are at the mercy of their demands. This will make it impossible to have control of your work. Being strong, confident, and in-charge doesn’t have to have a negative connotation. You will be better respected by your clients and your peers.