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How to Get Your Employees to Own Their Job, Not Just Do It

employee As business owners, we’re told that we should work on our business, not in it. But how do you do that when you’re just getting started? How can you do that if you don’t have any employees? Here’s the secret …

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At first, you work on your business by working in your business.

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george
Mary-Lynn’s always trying to get me out of the business!

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Seriously though, you begin working on your business by documenting your procedures, position by position, as you work in your business. Before you hire your first employee, it’s essential to put this structure in place so that, when you do hire someone, you can train him or her them effectively.

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marylynn My favorite General Managers in radio had worked in all areas of the business. They had been on the air. They had produced commercials. They had sold commercials. So they knew the business because they had worked the whole business.

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As a new business owner, you do that anyway, right? All you have to do is document what you do, position by position. Maybe you don’t do it all – you’re not comfortable with accounting, for example. So you get a partner who documents the procedures for those positions. Or you outsource them.

You’ll work through each position that your business will need. As you do, you will document every task that your business performs.

This leads to your employees OWNING their jobs

Now you’re going to build upon the work you’ve done. Put together two or more procedures and you have a process. Two or more processes start to build your system. You’ll end up with a full-fledged Operations Manual.

You get there by working on your business as you work in your business. Because while you’re doing that, you can test your procedures to make sure they are effective and efficient.

Assume you own a retail store. You would want to greet your customers as they come into your store. Here’s a typical conversation:

You: “Hi, may I help you?”

Customer: “No, I’m just looking.”

End of conversation.

Michael Gerber, in his great book The E-Myth Revisited, said he has consulted with retailers who increased sales by 10 to 16 percent when the following question was asked:

“Hi, have you been in here before?”

Now, if the customer says “Yes”, you can offer a special program for repeat customers. If the customer says “No”, you can make another offer for new customers.

So you set up one procedure to greet your customers. Then you test it. That’s working on your business. You’ll have a separate procedure to promote your special offer for customers. These two procedures are the beginnings of your process.

Keep doing this, procedure by procedure, process by process until you have a complete operating system. Document that and you have your Operations Manual.

Now when you hire an employee and start to train him or her, you can involve them in the process because you have it in writing. You’re ready for the five step process for training your employees.

Since you’ve tested your procedures, you can tell your new employee why you do things the way you do. This helps them understand the idea behind the procedure which helps get their buy in.

You’ll also tell your employee that your testing isn’t over yet. In fact, you want them to help you test new ideas. You’ll emphasize that it’s important to follow your system, but you also want them suggesting ways to improve how you do things.

That’s how you get employees who don’t just do their jobs; they own them!

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Next time, we’ll look at an inexpensive way for families to connect and compete. Until then, here’s to your bigg success!

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5 Laws of Stratospheric Success

The Go-Giver is a great story about Joe, an ambitious, young go-getter who desperately needs to make a sale before the end of the quarter. So he goes to Pindar, the wise consultant, for mentoring. Pindar doesn’t help Joe make a sale.

Today, we were fortunate to have Bob Burg, one of the authors of The Go-Giver on The Bigg Success Show. Here are the highlights of the conversation:

Mary-Lynn: So Bob, your character Joe learns the 5 laws of stratospheric success. What are they?

Bob: #1 – Law of Value. Your true worth is determined by how much more you give in value than you take in payment.

Now that sounds counterproductive. How do you give more in value than you accept in payment and still prosper? We need to understand the difference between price and value. Price is a dollar figure; value is the relative worth to the end user.

For example – You hired an accountant to do your returns, and they charged you a fee of $500, but through their diligence, hard work, and knowledge, they were able to save you $2,000. They provided you $2,000 in value while charging you a $500 price. They made a profit, but you felt great about the transaction. That’s the kind of transaction that we want to have with our customers.

Mary-Lynn:
Alright, #2.

Bob: #2 – Law of Compensation. Your income is determined by how many people you serve and how well you serve them.

Law #2 tell us that the greater the number of people we provide exceptional value to, the more money with which we’ll be rewarded. So Law #1 talks about the value; Law #2 talks about the reach.

Mary-Lynn: The word-of-mouth, right?

Bob: Exactly. And when you provide great value to people, you have all of these people who feel so good about you that you develop an army of, what I call, personal walking ambassadors.

George: What’s #3, Bob?

Bob: #3 – Law of Influence. Your influence is determined by how abundantly you place other people's interests first.

Now again, this sounds polyanna, at best, but it’s actually quite practical. Because all things being equal, people will do business with (and refer business to) people they know, like, and trust.

And as you guys know, there’s no faster, no more effective, no more powerful way to elicit those feelings toward you in others, than by finding ways to put the other’s person’s interests first. Always thinking – How can I add value to this person? How can I help this person in their life?

George: Boy, it seems like you see people do the opposite. They think – What can I get from this person, rather than what can I give them?

Bob: Well, and that’s why a lot of people are broke!

Mary-Lynn: Alright, Law #4.

Bob: #4 – Law of Authenticity. The most valuable gift you have to offer is yourself.

All the techniques and all the skills are all for naught, if you’re not authentic and if you don’t come across as authentic. However, when you are your true self, then what happens is it takes those skills, those techniques, and it multiplies them geometrically.

So please understand, skills are necessary, the knowledge is necessary, it’s all necessary, but without the authenticity, the power just isn’t there.

Mary-Lynn: Yeah, people are pretty smart. They can see a fake when one’s out there.

Bob:
Exactly.

George: Bob, what’s the fifth law?

Bob: #5 – Law of Receptivity. The key to effective giving is to stay open to receiving.

Pindar, the mentor, says to Joe, “Joe, I want you to breathe out and don’t breathe in.” So Joe tries. After eight seconds – he’s gasping … ten seconds – gasping … twelve seconds … he cannot do it any longer.

He finally starts coughing, He says, “Pindar, I have to breathe in. I can’t just breathe out.”

Pindar says, “Well, Joe, what if I told you it’s been scientifically proven that it’s healthier to breathe out than it is to breathe in?”

“That’s crazy! You have to do both.”

You must breathe out, which is giving, and you must breathe in, which is receiving.”

George:
Bob, it seems like sometimes we give and give, but we run into those people who do nothing but take. What’s the advice for that?

Bob: You know, you’re right. There are some people who have really mastered the art of giving, but haven’t mastered the art of receiving, which is one thing we really show you how to do in the book. We’ve had some nice feedback on that.

Regarding your excellent question, I think we have to be careful, because being a go-giver should never be confused with being a martyr or being self-sacrificial. We need to make sure we’re associating with, and attracting, the type of people into our lives who are go-givers themselves, or can learn to be go-givers.

Mary-Lynn:
Thanks, Bob for visiting with us!

Get the book to see all that Joe learns about being a go-giver.

Just to show you that Bob believes what he says …

you can get a free chapter of The Go-Giver by visiting his site.

Our bigg quote today is by Taisen Deshimaru:

“To receive everything, one must open one’s hands and give.”

So give unselfishly and receive abundantly.

Next time, we’ll discuss 5 success factors. Until then, here’s to your bigg success!

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Success in Your Own Business Requires a Good Pit Crew

By Bigg Success Staff
05-22-08

Bigg Success in Business

pit_crew 

Every driver in the Indy 500 realizes the importance of a great pit crew. A pit crew can mean the difference between victory and defeat. As the owner of your own business, you also need a good pit crew. You’re the driver, but your crew gives you the edge you need.

Your professional advisors are:

Your accountant
Your accountant will help you determine the best entity for your business, along with your attorney, for tax purposes. They will also help you set up your books so you know how you’re performing. They can help you determine your best tax strategies. They can refer you to other advisors and capital providers.

Your attorney
Your attorney will recommend the best entity in which to hold your business to minimize your liability and accomplish your goals. They will also help you understand the formalities that need to be maintained to protect your personal liabilities. They will advise you on your business dealings and help you when the unexpected situation arises. They can also refer you to other advisors and capital providers.

Your insurance broker

Your insurance broker will help you maintain adequate coverage for your assets and will also help you manage your risk. They will recommend the types of coverage you need as well as the level of coverage you should maintain. They will help you understand where your unexpected losses might occur and help you develop programs to reduce the risk of loss.

Your financial planner

Your financial planner will help you plan for your retirement. They will help you determine which plan is right for you, your company, and your employees. They will help you set up and maintain this plan. They can also help you determine the best allocation for the assets in your portfolio so you achieve the greatest return given the risk you’re willing to accept.

Your coaches

Your coaches will prod you on when you’re up and lend support when you’re down. They will give you someone to be accountable to so you accomplish what you set out to do. They will give you an outsider’s perspective – an objective look – at this business to which you’re so close. They will help you get to the next level of success.   

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