Sales is more than just a numbers game...

Podcast: Customer's complaints from prior business relationship

I am new to my sales assignment and have taken over a territory that was managed by someone else. I have found that customers are complaining about our products and service as a result of the previous salesperson’s efforts. I have tried to reassure them that I will do better, but my short time in the assignment prevents them from accepting my pledge. How can I overcome this legacy and move on to better sales results? In this episode of the One Goal - Revenue Generation ® series, Peter Kusterer of NvestNtech talks about rebuilding trust between you and your customer after a poor experience from the prior business relationship. Download this episode - “Customer's complaints from prior business relationship.”

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Innovation: Superior Tool’s Adjustable Combination Wrench – it could use an adjustment or two

This past weekend I tackled a top-load washing machine repair on a 10 year-old unit. There was a small leak around the drive shaft that led me to believe the tub seal was leaking from under the spin basket (inner tub). Looking at the parts breakout, it didn’t look too difficult – that was the first clue; most repairs like this are harder than they seem.

The aluminum nut that holds the inner tub to the transmission hub (lower portion of the drive shaft) is 1-11/16 inches; a big nut to crack and only the beginning of the repair. I assumed I could bypass the purchase of the special spanner wrench for this nut, thinking I have enough wrenches to do most any job. That was the second bad assumption – there must be a reason why they make a special wrench for just this occasion. So, from here on you’ll get a brief tour of pliers and wrenches as I dug through the toolbox.

First out of the toolbox was my trusty Channellock pliers (#440 12 inch Tongue and Groove Plier). This tool has all the scars of decades of service. I figured that even if the nut was stubborn, using a persuader on the backside would add an extra nudge. Since the tub area is so narrow, I couldn’t get a level grip. The spanner wrench would have spanned the entire width of the tub (for better leverage) with the hex cutout in the center.

When that didn’t work, I started looking at some other likely candidates in the toolbox. Next up was my newer Crescent 10” Dura-Plyer (LB810 8-Inch and 10-Inch Set) which spreads out to a 1-3/4 inch opening yet has a short set of handles (10 inches) for tight places. Now I am level across the nut, and repeat the tap and tug process of freeing the nut. No joy!

Even though the nut is aluminum, my next route looked like a cold chisel and hammer; I figured I could afford a few whacks to break it loose as long as I am careful not to deform it, or the casting below. Since I had read a few stories of people using a 2 lb. mallet to break these loose, I wasn’t surprised by the stubbornness. I purchased a replacement nut in advance just in case the damage was beyond recovery; the cost of the nut was also 1/5 the cost of the spanner wrench (which I deemed a one-time use tool in this case).

Before I begin hammering away, I go looking for any other tool to use on the nut. That’s when I dug deeper into the plumbing part of the toolbox and pulled out my sink drain wrench (Superior Tool Company #03845). This is a very cool tool; anyone who does household plumbing should have one of these wrenches. Although it reminds me of a scorpion about to strike, it works on just about everything around a sink or drain. And, I pulled out the hand ‘socket’ wrench I use for pulling hot water heater elements. I figured one of these might help me free the nut. No such luck; none of these fit the nut.

While at the local Lowes Home Improvement - on another errand to distract me from the job at hand - I spotted a tool I had not seen before. It’s an adjustable combination wrench (#03840) that spans 1” to 3” and has a short, comfort grip handle to fit in tight places. It appeared to be another good addition from Superior Tool.

While attempting to use it, on this repair, I was less encouraged by the result. Once you set the nut size with a thumb wheel, you tighten a bolt and wing nut to hold it tight. With the slightest of pressure on this stubborn nut, the wrench would quickly lose its setting and I would have to start the process all over again.

I could easily make the argument that it’s not suited for this application, since it’s probably more for doing light duty on drains, baskets, and basins. A little extra money and engineering might be in order to put a better locking mechanism than a bolt and wing nut (that could easily come apart, get lost, and hardly holds a size setting). I quickly put it aside.

In the end, it all worked out; a few words uttered, much sweat, and aggressive persuasion tore the nut loose. If this were a regular repair event, the spanner wrench would be the tool of choice. I can also see where this repair could reach the point of the cost of labor and parts, would near the cost of a new, low-end washing machine. From my vantage point, after doing this on my own, the repair pros deserve what they charge for this repair.

p.s. Any of the tools mentioned here, with the exception of the spanner wrench (special order from your favorite appliance parts dealer), can probably be purchased from your local hardware store or home improvement center.

When the business owner decides to forego their salary

The following is from a recent issue of Thomas, Judy & Tucker's Outsource Accounting Division monthly eNewsletter. References to Account Manager, tax advisors, etc. relate to the staff of Thomas, Judy & Tucker, P.A. You can subscribe to their monthly eNewsletter that features many accounting topics, tips, and business insight by clicking here.

Making the move to forego salary
For the business owner

Here are five before and after suggestions for you to consider as you make the move to forego taking a salary from your business. Your Account Manager can help you decide the best way to allocate this change for budgeting and potential tax implications.

Before

Consider your own personal financial situation. Putting undue stress on your own finances can lead to a bigger problem with debt on you, and your business.

Communicate with family members as to your intensions so they can be aware of the potential impact of a change in lifestyle and spending.

Determine how and when you may choose to recoup the monies allocated to this interruption in salary. Not only is timing important, but you should speak with a tax advisor, or one of our tax advisors at Thomas, Judy & Tucker, in advance of your decision. Various tax ramifications may apply to you, and your business.

Work with your Account Manager to determine whether you should forego your salary altogether, or if you should look at a tiered reduction in salary - a series of pay cuts - over a longer period of time.

Ask yourself whether this decision to forego your salary is a panic move or one that makes your business a more viable enterprise in the future. This is an excellent time to reevaluate your entire business model so that your confidence is high that this is only a temporary situation and you can see your way clear to reinstate your income in the future.

After

No time for flip-flops, but not a time for 'bling' either - We all know that grooming and appearance are important. But when the statement you make is trying to send the message of frugality, it's not wise to outwardly show personal spending. From small in appearance to larger events or big-ticket items, be sensitive to things like entertainment, events, or other expenditures that can send the wrong message.

Meet regularly with employees to ensure that they understand the overall health of your business and that you share their "load" or burden of making any cost reductions or salary changes. It's wise to convey to them that any actions today do not suggest additional cost saving measures may not be required in the future.

As business begins the turnaround in a positive way - history suggests it will - resist the urge to immediately reinstate your salary. Before restoration of income, look for long term indicators that the renewed business levels will continue in the foreseeable future.

Show your ability to fit into the existing culture of "all hands on deck". Pitch-in and help wherever you can, demonstrating your willingness to help employees deal with the increased workload with less resources.

Remember, you are still the boss. Although you are making every effort to join the ranks in sharing the pain of today's troublesome economy, you still have a business to run. Now more than ever you need to demonstrate leadership and set direction to sustain the business.

When Africa tugs at your heartstrings, will you find a way to serve?

“The Africa Hope Center is a grass-roots response to the AIDS crisis by a local church in Nairobi, Kenya. In 2005, the Christian Missions Fellowship began caring for 5 children who lost both of their parents to AIDS. In the last two years, they have grown their ministry to provide a new family and holistic care for 90 orphans.”

Africa Hope Center (AHC) continues to grow; so does the need to "work side-by-side to meet the needs of these children." When Kyle and Anna learned about AHC’s need from their church - Visio Dei in Raleigh, NC - they felt the pull on their heartstrings to serve. They decided to discover a way they could volunteer their time and talent for a month.

As newlyweds, they soon discovered that combining two small apartments into one would require some consolidation of belongings. Enter the notion of a yard sale to begin to overcome the obvious obstacle of the trip’s expense. As word spread amongst friends, this soon became a “loaves and fish” story; people offered up items of their own to help raise more funds.

The church community of Visio Dei has many talented people who regularly see the World as a sea of possibilities. This talent carried over into a support group that pulled together the “Benefit Show for Africa Hope Center”; this became a benefit concert with two local bands – Dakota Darling and A Clerestory – that exceeded the description of “Good Music, Good Cause.”

The poster for the evening’s performance – shown here- was yet another example of the talent from within this burgeoning church community.  The poster was designed by Brent Francese, a musician (drummer), architect and designer. Along with Brent, and the bands, many others reached out to Kyle and Anna to help them reach their goal.

Fast forward to today – Having completed their first two weeks, which is reflected in their aspiring blog called, “From Mountain to Sea, and living to love”, they will soon return home. But I gather that their trip will live-on for some time to come, as will the need at AHC. Visio Dei is committed to the long run for AHC. I suspect others will soon follow in Anna and Kyle’s footsteps, much like they followed those who led the way.

There are many areas for all of us to reach out and help others, both near and far. In this economy, the need only grows – not just close to home, but throughout the World. When a “Good Cause” tugs at your heartstrings, will you find a way to serve?

Sidebar: If you are looking for a vibrant church community, located Inside the Beltline of Raleigh, please visit Visio Dei.  To learn more about their commitment to Africa Hope Center, please contact the church for more information.