Steve Chandler - 100 ways Great Leaders get Insane Results

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STEVE CHANDLER WITH SCOTT RICHARDSON

JAICO PUBLISHING HOUSE

Ahmedabad Bangalore Bhopal Bhubaneswar Chennai
Delhi Hyderabad Kolkata Lucknow Mumbai

Published by Jaico Publishing House
A-2 Jash Chambers, 7-A Sir Phirozshah Mehta Road
Fort, Mumbai - 400 001
www.jaicobooks.com

Steve Chandler and Scott Richardson

Published in arrangement with
Career Press, Inc.
220 West Parkway, Unit 12, Pompton Plains
NJ 07444, USA

To be sold only in India, Bangladesh, Bhutan,
Pakistan, Nepal, Sri Lanka and the Maldives.

Originally published as 100 Ways to Motivate Others

100 WAYS GREAT LEADERS GET INSANE RESULTS
ISBN 81-7992-550-1

First Jaico Impression: 2006
Sixth Jaico Impression: 2011

No part of this book may be reproduced or utilized in
any form or by any means, electronic or
mechanical including photocopying, recording or by any
information storage and retrieval system,
without permission in writing from the publishers.

Printed by
Snehesh Printers
320-A, Shah & Nahar Ind. Est. A-1
Lower Parel, Mumbai - 400 013.

CONTENTS

Chapter 1.

Chapter 2.

Chapter 3.

Chapter 4.

Chapter 5.

Chapter 6.

Chapter 7.

Chapter 8.

Chapter 9.

Chapter 10.

Chapter 11.

Chapter 12.

Chapter 13.

Chapter 14.

Chapter 15.

Chapter 16.

Chapter 17.

Chapter 18.

Chapter 19.

Chapter 20.

Chapter 21.

Chapter 22.

Chapter 23.

Chapter 24.

Chapter 25.

PREFACE

Starting a small business is similar to getting marriedin the long term, a high percentage dont make it. But how can this happen? Youve invested much of your capital resources and worked long hours; isnt that enough? Unfortunately, money and hard work are not enough. Start-up money will keep you going for a while, but eventually it runs out, and youll get to a point at which youve reached your borrowing limit. Anyway, isnt the objective to take money out, not put it in? Long hours and hard work are admirable, but not always the secret to success. Running a business of your own is more mental than physical. Marketing and sales are part of the job whether you like it or not. Youll be ahead of the game if you know how to find people who get a lot of flat tires, rather than being the best at fixing them. Being street smart, not just book smart, will give you the advantage in todays competitive world.

This book will show you how to change your thinking and succeed at the things that will make your business survive and prosper. It will suggest ideas for serving and caring for your customers, so you wont have to lose sleep at night. It will suggest things not to do and how to rectify the situation if its already too late. These are ideas that Ive used throughout the years to keep a business open and operating when others would have just walked away. These ideas were learned the hard waythe street smart way. Remember that suppliers and creditors dont want to see anyone go out of business; they just want to be paid. If theres a chance of your business surviving and getting back on its feet, they want to help. So dont run away and hide; if you ask for help and come up with a plan, many times you can work it out together. Being open and honest with creditors will give you the best chance to bounce back.

Some business owners will find themselves in a situation in which the bullets are coming from all directions at once. Youll discover ways to hold them back and give you breathing room, and to solve problems, in the following chapters. Youll discover ways to avoid problems and recognize and correct slumps. As long as your business is still open and you have customers, theres a good chance youll make it. Many of the ideas are from personal experiences Ive had in my businesses; I became street smart the hard way. But losing small battles is not always a bad thing if it can be a lesson youll remember later down the road.

Sometimes there is too much damage already done, and the odds are stacked high against you. Dont put your head in the sandstand-up and face it head on. If you follow the proper procedures, youll come out of it with less scars, and ready for a new endeavor. Ive even seen cases in which old suppliers and creditors will help you get started again. Knowing what you can do and being honest with creditors will be to your best advantage.

Now you may ask, Why are you qualified to write this book? In more than 30 years of owning and operating small businesses, I have been involved with or faced many of the things you will read here. More times than I can count, one of my businesses was faced with problems, including those of cash flow, which had to be solved for my business to survive. And if it didnt happen directly to me, I have seen many situations with friends and customers businesses. In a lot of instances, I will tell you what didnt work and what did. Believe me, being there and doing it makes a lasting impression. Its hard to forget the mistakes that were made and the sleepless nights worrying about your next pay-check. I can still remember the headaches and the anxiety when answering the next phone call. Experience is a great teacher.

Even if your business is not on the brink of disaster, this book will show you ways to sidestep pitfalls. You will find the first chapter to be the longest, because its about the most important part of keeping a business thriving: taking good care of customers. Doing the opposite or being indifferent to a problem will lead to negative growth. Chapter 1 takes you through situations that should not happen; and you can check your business to see if they are happening. Being aware of what can happen before it happens will make it easier to overcome obstacles that will occur. Just like a serious medical condition, identifying problems early will give you the best chance of curing them before real disaster strikes. So, if you need help now, its here. If you just want to be prepared, just in case, the ideas are here for that as well. Learn how to keep your business moving toward the goals you set in the beginning. Youll find success hiding right behind those problems that you need to solve.

CHAPTER 1 POOR CUSTOMER CARE

It all starts hereor ends here if youre not careful. Its obvious that if there are no customers to buy your products or services, there is no business. Why put your company in this undesirable position? It should never happenand wontif you pay attention to whats going on. You should have a plan or policy that everyone in your business is aware of. Customer care, a.k.a. customer service, is expected at a high level today, and if its below that, repeat business can and will suffer. Business owners know how difficult it is to acquire new customers. Youll spend a lot of money on high-quality advertising, direct mail, discount prices, special sales, and free offers just to get them to call or shop your store. Once youve got their attention, dont let them go by providing poor service and indifference.

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