Business Mouth - Business Blog

Q. I am transitioning to a new career after sixteen years to spend more time with my family. We moved to a very small town (less than ten thousand people) and I want to start an coffee shop business and also offer PC repair. How can Iinvestigate and then promote this business?

A. In a big city, you’ll make decisions by numbers and neighborhoods. In a small town, you schmooze!

On the surface, everyone will be friendly, optimistic and positive.

Your challenge: Get below the surface and learn the true story. You might consider asking a lot of questions before you disclose your own intentions. Listen for, “I wish we had”

1. Talk to others who have opened businesses recently.

What challenges have they faced? What works and what doesn’t? Were others newcomers successful? If so, were they truly new or did they have deep roots in the town, such as a brother who lived here forty years?

If nobody’s opened a business for awhile, dig deeper. Maybe there’s no market. Or maybe they’re just waiting for you to arrive! Sometimes a new business can generate latent demand. It’s a judgment call.

2. Make a great first impression.

Promotion isn’t hard in a small town. Ten minutes after you’ve opened, everyone will know! Some towns resist doing business with uppity newcomers. Others welcome new blood. Regardless, your first impression will linger a long, long time. And you’ll have trouble recovering from a local opinion leader with a bad experience.

3. Uncover the town’s market and memory.

Considering buying a business? Take time to discover the owner’s reputation. When the local residents seem eager for a change of management, you’ll need a new name and image. But if someone’s just moved away and everyone misses them, you’ve got a wonderful opportunity. Right now in Silver City we could use a few first-rate pet-sitters and dog groomers.

But be sensitive to change. Before I moved here, I’m told, at least three coffee shops failed. Now we have several, along with a wine bar and a microbrewery. All seem to be thriving.

4. Search the fine print of local regulations.

Here in Silver City, our newest businesses had to fight all kinds of red tape to get opened. One called City Hall to get help with a business that was new to the area. “It’s not listed here,” said the clerk, “so it’s probably illegal.” (The business has opened and thrives.) Another discovered his license hadn’t come through because the Council forgot to add it to the agendaand they weren’t interested in making last-minute changes.

Any time you serve food or drink, you know you’re facing permits. Find out what’s involved locally.

5. Prepare to do most of the work yourself.

In a small town, you can have trouble finding good help. The local work ethic may surprise you - in either direction.

6. Know your community.

Will your market come from second and third generation local residents? Or are you serving those who relocated recently from urban areas? Here I’ve met folks who think three dollars is way too much to pay for espresso drinks. But those who bonded with Starbucks will buy at least one cup a day, every day.

7. Build relationships.

If you can attract a town leader, you’ll draw a following. Conversely, if you inadvertently alienate a key player, or if a local person’s got an idea on the drawing board, you’ll be miserable.

And in a small town, you’ll be expected to be a super-citizen. Choose alliances and sponsorships carefully. Prepare for all sorts of friendly requests to donate time, materials and money.

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Branding is one hot topic, although it is wildly misunderstood. To make things even more confusing, branding is often tossed in the same basket as marketing which makes its application to an entrepreneur or sole-practioner even more unclear.

While out speaking on branding, the question that I hear most is “How do I know if my business or service is brand material?” With businesses opening left and right, and more and more closing each year, I’m glad there are smart business owners open to understanding the issue.

If you’ve found yourself asking the same thing, don’t worry you’re not alone. Perhaps, this can shed some light.

At a recent luncheon, the same question came up again in a different way. I was seated next to an attorney whose sole practice focuses on elder abuse cases, he asked me in rapid succession (a manner that showed me he’d be great in court):

“Isn’t branding for businesses that make a lot of stuff?”
“Doesn’t branding apply only if you want to sell a lot of stuff?”
“Isn’t branding pointless for my kind of business?”

Smiling, I fired back, “yes, yes, and… no”.

Yes, branding is most often associated with businesses that make a lot of stuff. Yes, branding is advantageous if you want to sell a lot of stuff. No, branding is not pointless because every business makes something (or offers a service) and wants to sell it. Branding is about making your product or service known to as many potential customers as possible, consistently, with the most effective use of your time and money. Branding is about repeat business. Branding is about effortless referrals. Wouldn’t that be a benefit to ANY business, especially yours?

To help you gain more brand-worthy clarity, ask yourself the following questions:

1. Am I really passionate about what I am doing with my business, service or product? And I mean REALLY! If not, is there something more you can be doing in it to turn your passion switch on? It takes an amazing amount of energy and persistence to make a business take hold in the customer’s mind. With more and more businesses competing for headspace, it’s imperative that you set yourself apart. If you are not cooking with the fuel that passion gives you, you’re missing out on a very crucial element that could mean the difference between thriving and closing.
2. Do I have a big vision of my business, service or product? Do you dream of reaching lots of customers in different ways with your product or service? Do you see a way to deliver your product or service to an increasing amount of people with less and less effort? Did you create a mindset or special approach in your field that can be delivered in a variety of mediums, i.e.- speaking, books, audio CDs, consulting, etc. Do you envision moving beyond an hour-for-hour way of providing your service? All of these support a big vision. , Not only do we begin from the inside out, when approaching your brand, we create from where you will be in five years as if it is now. Small vision does just that, keeps you small. The choice is always yours.
3. Is my product or service a real benefit to lots of customers? It’s important that you answer this one as honestly and openly as possible. I was very passionate and had a huge vision for a career as a mime! (Yes, you read that correctly… a mime.) However, no amount of passion and vision would make people buy it on a large scale. Thanks to Marceau Marceau, the mime card had been played out. You may find that by being truthful with your answers will lead to branding even better products and services.
4. Am I prepared to surround myself with a team or the knowledge to accomplish the business success that developing my business as a brand delivers? The plus side of being an entrepreneur is that you may wear many hats in your business. The negative side is that you feel like you have to! The truth is, you don’t! You’re an expert in your field and you need to honor that expertise by supporting it with a variety of other skill sets to make your indelible mark; logo design, copywriting, website design, your marketing plan creation and execution, and others. The important thing is that you realize…you’re in command…because it’s your ship! And being a commander takes knowing where you want to go, gathering the maps to make the journey, and the crew to make it happen.

If your answers to these questions are yes, then you have the makings to develop your business as a brand. You just need the knowledge and practice to do so. If you’re shaky on some of the questions, find out why. Even if you never develop your business as a brand, solid yeses to these simple questions will only make your business more successful and more enjoyable. After all, isn’t that we all want?

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Why do so many companies languish and watch as their business turns into a zero profit zone, while others seem to thrive?

When you look at your business, whether it’s a new venture or a company with a long history, can you answer the following questions?

• What does my company do better than anyone else?
• What unique value do I provide to my customers?
• How will I increase that value next year?

Companies that fail to answer these questions, and don’t believe they are of paramount importance, relegate themselves to marginal profitability at best and failure at worst. But companies that can answer these questions are able to raise the value bar for their customers and reap the benefits of success.

Of course, being able to answer 3 simple questions does not ensure success, but it is an important step in creating a strategic and focused operation which leads to a successful business. With today’s business environment being so competitive, businesses need to re-invent the rules on which they compete in order to be successful. Companies like Wal-Mart have figured this out and have redefined competition in their market by delivering a unique value to a selected customer group. By maintaining a focus and discipline, they make it difficult for other companies to compete under old competitive terms.

Simply, competitive strategy has never been more important to success in today’s business environment. It does not matter what type of business you are in or whether you are small, big or just starting out, a company can not survive without an adequate and focused strategic plan to best the competition. Yet many companies fail to execute a successful strategy; it is these companies that languish in the zero profit zone.

In simple terms, for a company to achieve success and enter the profit zone it must first decide where it will stake its claim in the marketplace and what kind of value it will offer its customers. A company needs a clear marketing thrust, a precise knowledge of its customer base, and a product or service with a niche or some competitive advantage to be successful. Unfortunately, many entrepreneurs and business owners get stuck in the process of defining their competitive strategy. They often have the idea and the product, but being the technician they are not sure how to define its market. Even worse, many entrepreneurs assume or guess their target market and often glaze over a competitive strategy, usually to the detriment of the business.

So what are the steps to laying out a competitive business strategy? While there are different methods you can follow, I have laid a series of 6 basic steps to help you.

1. Financial perspective

This step may not seem to have much to do with strategy, but it is important to determine the value of success quickly. Why? Because, in simple terms if the venture can’t deliver significant returns, it may not be worth the risk, and you have to ask yourself if it is worth continuing with your business. In this scenario you complete a reverse income statement. You start by defining how much profit you want to see at the end of a certain time period, and then determine the amount of revenues needed to generate that profit and the costs to deliver that profit. Do the numbers add up and make sense? The goal here is to be objective, if the expected revenue is not sufficient to generate your required profit at the end based on an estimate of costs, don’t simply fudge the numbers and assume you can reduce costs or increase revenue. Be diligent in your assessment.

2. Understand the industry and competition

In step 2 you are going to assess your industry and the competition. This basically comes down to assessing 5 factors:

1. Understanding who your competition is including factors such as competitor strengths and weaknesses, market position, pricing, new product development, advertising, marketing and branding. You should determine how you compare to your competitors.
2. Assessing the threat of new entrants into the industry (which may include you) and any potential reactions from existing companies. There are basically 6 barriers to entry you can evaluate: economies of scale, product differentiation, capital requirements, cost disadvantages, access to distribution channels, government policy.
3. Assessing the threat of substitute products (existing or future) that can place a ceiling on pricing.
4. Assessing the bargaining power of suppliers who can increase prices, lower the quality of products or limit the quantity of supplies one can purchase. This all has an impact on profitability.
5. Assessing the bargaining power of customers who can force down prices or demand better quality, more services and play you off versus a competitor.

3. Understand the Customer Perspective

In step 3 you assess your customer. This is a key step, get it wrong and you may not be able to recover. In fact, the customer value proposition and how it translates into growth and profitability for the company is the foundation of strategy.

Start by asking your self a couple basic questions: To achieve my vision, how must my customers look? Who are the target customers that will generate growth and a profitable mix of products/services?

Next, ask yourself what is the value proposition which defines how the company differentiates itself to attract, retain and deepen relationships with the targeted customers? There are basically 3 value propositions or disciplines that you can choose from:

1. Cost leadership – In this discipline you choose to provide the best price with the least inconvenience to your customers.
2. Product leadership – In this discipline you offer products that push the performance boundary (i.e. newer and better than competitors).
3. Best total solution – In this discipline you deliver what the customer wants, cultivate relationships and satisfy unique needs. In this case, you may not be the cheapest or the newest, but the total package you deliver to the customer cannot be matched.

In order to help you determine which of these value propositions you decide on, you may want to work through a value chain: 1. Determine your customer priorities 2. Determine the channels needed to satisfy those priorities 3. Determine the offering (products) that are best suited to flow through those channels 4. Determine the inputs (materials/knowledge etc) required to create the product 5. Determine the assets/core competencies essential to the inputs (ask yourself, in order to satisfy my customer at which processes must I excel? For example, product design, brand and market development, sales, service and operations and/or logistics).

4. Finish the business model

The business model shows how all the elements and activities of a business work together as a whole by outlining how the business generates revenue, how cash flows through the business and how the product flows through the business. By this time, you should understand the revenue capability of the business, how the industry works and your competition, who you customer is, what you are going to offer them and how you are going to offer it. By drawing a flow chart that shows how these activities are linked together you will understand how the business activities flow to generate projected profit, which you determined in step 1. This is also a good step to see if something is missing in your analysis.

5. Construct the business plan

By the time you get to this step most of your work is done. If you are looking for financing, a formalized plan will have to be completed. If you do not need financing, simply make sure the preceding tasks are documented so that they can be reviewed and changed as time progresses (strategy is an ongoing process, not a one time task).

6. Learning and growth perspective

In this last step, you ask yourself how/where the organization must learn and improve in order to become and remain successful. For example, determine the skills, capabilities and knowledge of employees needed, the technology needed and the climate and culture in which they work.

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