Journey of a Serial Entrepreneur

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How to get from where you are to where you want to be

5 Steps to Navigate through Difficult Times

There is little difference in people, but that little difference makes a big difference. The little difference is attitude. The big difference is whether it is positive or negative. W. Clement Stone

The global economy these days is not in the best of shapes. There are endless stories circulating about how the world as we know it is about to come to an end. I was at a workshop last week and someone was talking about the alarming rate at which Chinese factories were closing down. An older gentlemen who had recently set up his first business turned to me and said “Doesn’t all of this affect you as an entrepreneur?”. I explained to him how the businesses I was involved would not be directly affected and in the end it was up to me to allow such news to affect me or not. Later on I decided to write a series about the question to articulate my thoughts on the matter. Listed below are five steps that every business owner should take to re-evaluate their business during these difficult times.

1. Reality Check: A reality check comprises of taking into account the performance of each one of your businesses major components. These include, sales & marketing, operations, human resources and finances. Each division needs be re-evaluated and adjustments need to be made to cater for the changed external environment. Adjustments can include adjusting your pricing models, laying off staff who are not performing, cutting back on unnecessary perks for executives etc. The primary objective of this exercise is to break each division down and build it back up to cater to the changes. To read the adjustments that need to be made to each division in detail please click here.

2. Communication Channels: Without clear channels of communication a business is in a constant state of flux. During turbulent times communication between management, employees and investors needs to be done at regular intervals. This is vital to diffuse the anxiety, frustration and stress that everyone may be feeling due to the current state of affairs. Mechanisms need to be developed to allow management to talk regularly to their star performers, group sessions need to carried out to get everyone on the same page and most importantly, senior management needs to continuously update the team. To learn more on improving your communication channels please click here.

3. Getting an Outsider’s Perspective: When things are difficult and we are busy putting off all the small fires in the business we tend to forget the bigger picture. An outsider in the form of a mentor or a business coach can assist in making sense of things when everything is in a mess. By leveraging on their experience and rolodex, a business has the capability to dodge pitfalls and possibly make some large sales. Also, having someone from the outside affirm the direction that has been selected and the tactics  being used can greatly enhance the confidence level of a team. To learn more about the benefits of an outsider’s opinion please click here.

4. Focus: As a small business we have to realize from the very beginning that we cannot provide every service under the sun. We need to find a niche where we can develop a competitive advantage that will differentiate us from the rest. During difficult times it is paramount that we focus our resources on our core product/services to achieve optimal results. During these times we cannot afford to experiment and lose sight of our regular clients. All efforts need to be geared to ensure that we provide as much value as possible to our existing clientele. To read more about the importance of focus please click here.

5. Positive Outlook: Our attitude towards the changes taking place externally or internally will decide how we navigate our way through these difficult times. We have a choice of either allowing the negativity to get to us and plague the workplace, or to put a positive spin on things. It is critical that the leader’s attitude be one of positivity and optimism. His/Her attitude is very important to the business as a whole and is used as a gauge by everyone else. To read more about the importance of having a positive outlook please click here.

The primary objective of the steps outlined above is to get everyone to think about their business and how the changes in the external or internal environment are going to affect them. I have relied heavily on these steps to help me navigate through difficult times. On the surface they appear to be relatively straightforward, however, I find that when we are down, our thought processes do not function optimally. Negativity seems to penetrate our thoughts and obvious answers elude us. I hope these steps will help you get started on your journey through the tough times ahead. I look forward to your comments and feedback.

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Positive Outlook

A pessimist sees the difficulty in every opportunity; an optimist sees the opportunity in every difficulty. Winston Churchill

When I selected this step I thought to myself, it is such a ‘cliche’ to tell people to remain positive during tough times. It is something which is repeated day in and day out and is, common sense. When things look bad hope for the best and things should get better. Sure, now tell that to someone who lost a fortune in the recent stock market crash or someone who was forced to shut his/her business down. When someone is hit with such a harsh blow and someone comes up to them and tells them everything is going to be alright, one can understand the frustration that he/she may feel with such a comment. Due to this reason I think it is necessary to provide enough space and time to digest what has happened. It is only through reflection that we can understand what went wrong and what we should avoid in the future. At this moment though, we have a choice to make. We could either remain depressed and frustrated or pick ourselves up and get back into the ring.

Along this journey, as entrepreneurs we are bound to fall many times. Some falls will hurt a lot more than others. However we need to learn to pick ourselves up and keep going. When you start your own business there is no longer just yourself to worry about. There will be partners, employees and possibly investors. Our attitude, whether we are the leader or someone who works at the business is very important. As a leader everyone looks up to you to determine how things are going. If we have a negative outlook our attitude would be a direct reflection of our mental state. This will in turn spread negativity through the organization and essentially bring it to a standstill. Therefore, it is essential that correct vibes are dessimated from the top down. It is also equally important to talk to your partners and employees during this difficult period and see if there is any way you could help them out if needed.

As mentioned in the first post of this series, our attitude towards the challenge will decide how we deal with it. Without a positive outlook our problems appear bigger than they are, things move a lot slower and people generally are a lot of less productive. Therefore it is critical that we ensure that our organization deals with the challenge in a healthy manner by talking things through, evaluating their current standing and then selecting the path to reach end goals.

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Communicating Effectively

“The difference between a smart man and a wise man is that a smart man knows what to say, a wise man knows whether or not to say it.” Frank M. Garafola

Will the business survive this downturn? Will I be able to hang on to my job?  Common questions on the mind of all business owners and employees alike in these difficult times. It is only natural to have an heightened level of anxiety during stressful periods. However, if we were to hold all of that stress within ourselves and not have an outlet to release it, things could become ugly very fast. People begin to talk, rumors about layoffs begin to circulate, productivity levels fall, anxiety increases and just about any call from senior management begins to imply that you are about to be fired. All of this can be dealt with reasonably through effective communication. Senior management needs to provide all stakeholders with a clear and candid message about the health of the business and where it is headed. If a culture of candor has not been created in the organization this can lead to uncomfortable and awkward situations. Such an environment needs to be created.

Listed below are some ways to communicate effectively during such periods:

1. One on one sessions: Ensure that you have individual sessions with key players on the team, assess their current needs and answer any concerns they may have. I have found this to be a most effective strategy as it gives the person concerned a platform and ability to speak his mind, at the same time enjoy privacy about his concerns.

2. Group information sessions: Individuals who are responsible for broader functions like operations, marketing, finance and human resources should give talks on how the current situation is likely to impact the business and strategies that can be used to get through this period. Once again this provides the ability for individuals to get an idea of the company from different angles and provides valuable feedback.

3. Layoffs: Firing people is never easy and is something I really do not like doing at all (I don’t think anyone really enjoys it). However, when it needs to be done it should be done swiftly and as soon as possible. Delaying the inevitable is not a smart strategy and only compounds the problem.

4. Updates from senior management: I usually send companies I am involved with updates after every quarter. When times get tough I increase the updates to a monthly or even bi-weekly schedule depending on the situation. This keeps everyone focused on what is important and on the same page.

Depending on the structure of your business I recommend doing whatever is necessary to ensure that everyone is able to bring their concerns forward. Whether it is through group meetings, online forums or one on one sessions. Mechanisms need to be in place so that communication is made feasible as easily as possible. Failure to do so will further deteriorate the business and one could end up losing a lot of key players.

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Focus

One reason so few of us achieve what we truly want is that we never direct our focus; we never concentrate our power. Most people dabble their way through life, never deciding to master anything in particular. Anthony Robbins

During boom periods we tend to spread ourselves thinly over too many projects. This places a great strain on the business and dilutes the focus away from core business units. When times get tough I like to sit down with the team and map out priorities. What has been working? What has not been working? What do we want to achieve? When do we want to achieve it by? and, How will we achieve it? These are some questions I use to start up discussions and get everyone involved in the future direction of the business. As a small business we have to realize from the very get go that we cannot be everything to everyone. We have to pick our spots wisely and make sure we can cater to that one segment really well.

In the past I have made the mistake of drifting away from core business units one to many a time. It may be due to the fact that settling into a routine is something I do not like particularly. I need something different or exciting to be happening. Well after a couple of years as an entrepreneur I can attest to the fact if you keep changing the color of your business whenever you get ‘bored’ very little progress is going to be made. When you look at small businesses which succeed there is always a laser like focus on doing something much better than anyone else doing it. Also there is constant improvement on the product/service. One service which comes to mind is 37signals. They have a bunch of productivity apps which I highly recommend such as Highrise and Basecamp. 37signals has developed for itself a highly profitable niche. It keeps its products as simple as possible and has managed to amass a legion of fans.

Whether a business is experiencing a huge upturn or is stuck in a downward spiral, it is essential they maintain focus on what they set out to do. Select your niche carefully, build a product or deliver a service that brings value to your customers and do not lose sight of your end goals. The future of your business could depend on it.

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Get a Fresh Perspective

A coach is someone who can give correction without causing resentment. John Wooden

During difficult times we tend to get so caught up in our problems that we begin to lose sight of the bigger picture. We keep putting out multiple small fires without really finding their root cause. This leads to feelings of frustration and helplessness. Whenever I have been through times like these, I have found getting a fresh perspective from an outsider very helpful. This could come from a mentor, a business coach or even from individuals whom you hold in high regard in your network. They are able to provide you with advice and feedback on your current situation by looking at the bigger picture. What has always been most helpful for me during these sessions was the ability to put things back into perspective. We often tend to make situations appear a lot worse than they actually are.

Some major advantages you can enjoy with a business coach or mentor are:

1. Experience: Being relatively new to business, there are many things I am not fully aware of. My mentors have always been a source of wealth and information regarding difficult situations. This also has the ability to help you avoid making the costly errors they may have made in the past.

2. Accountability: A leader/coach helps creates an entity you have to be accountable to. They are there to push you on when you become complacent and quick to tell you what you may be doing right or wrong. This has often provided me  with the motivation to push myself harder and achieve results that I may not have without them.

3. Networking: Lastly if your mentor or coach is well connected they instantly become a channel for quality referrals which can boost revenues during slow times. I have repeatedly tapped into this network to generate leads and business when other avenues were not performing up to mark.

Where does one find these coaches and mentors? Well I did it through networking when I was at university, through events, workshops and seminars. I also researched individuals who had excelled in the same industry and dropped them an email. You will be surprised how many people are willing to help if we just care to ask nicely. Use platforms such as Linkedin and tools such as twitter to connect with individuals with more ease. Getting a coach or mentor’s perspective during difficult times may be just what your business needs.

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Getting a Reality Check

“We don’t see things as they are, we see them as we are.” Anaïs Nin

I hear it everyday from someone or the other. “Things are so bad right now, I don’t know how we are going to make it through next year.” One of my usual follow up questions is how the current downswing affected their business? There is a usually a pause for a while and then I get generic answers such as, “no one will buy our product/service”. All this talk of negativity has become viral to the extent that just about everyone is telling you how bad things have become without really rationalizing to themselves what this means to them and their respective businesses.  I do also come across individuals who are aware of the implication of the current downswing on their business, but have shut out the possibility of looking for ways to navigate themselves through this time.

Every business owner needs to give his/her business a reality check during these turbulent times as soon as possible. During the good times we become complacent, inefficiencies tend to set in, payroll gets inflated and expenses hit the roof. When all of a sudden things go from one extreme to the other, we begin to panic and do not know where to start from. There are four main business areas one needs to look into when assessing their business:

1. Customers & Sales: A common first reaction to the recession seems to be that suddenly their customers are going to stop buying. There needs to be a thorough analysis here. Start with understanding your customer’s needs and requirements. How has this changed due to the current climate? What can you offer them which suits their needs at the moment? It could be a longer payment plan, a scaled down version of your product/service or a completely new product line altogether. Other steps could include shifting more business online where you have lower overheads and increased margins. Steps need to be taken to get closer to your loyal customers and to do whatever it takes to ensure that their business remains with you.

2. Human Resources: Take a closer look at your current talent pool. Use performance benchmarks to analyze which employees are making the cut and those who are not. Low performers need to be weeded out and one needs to get closer to your stars. Your stars are critical to your future business success. Provide opportunities for your staff to train themselves with new skills. Adjust your recruitment practices and utilize tools such as linkedin to help identify talent in your network.

3. Operations: During boom times a business tends to add extra expenses. These may be in the form of increased perks, higher head counts and fancy offices. All these expenses need to be analyzed carefully and cuts need to be made wherever possible. Google which is well known for such perks, was forced to cut quite a few of them in the past couple of months due to financial pressure from shareholders. In other sectors, identify ways to move inventory faster. Also look into outsourcing non core functions which could be done at a fraction of the cost by a third party vendor.

4. Finances: I recently wrote a series on financial metrics. I would recommend paying attention to the ones mentioned in my series along with others which are reliable measures for your business. Redo your sales forecast and projections and set realistic goals in accordance to industry averages. Avoid any large outlays which do not justify a reasonable ROI. At times like this, cash is king, and one should do whatever one can to remain liquid. Increase credit terms with suppliers and vendors, ensure customers are preferably paying  a large amount upfront or soon after purchase. Subscription models are a good and stable form of revenue and should be looked into.

Most of the things I have written about above should be done on a regular basis whether we are in a boom or a bust cycle. However research shows, on average the pain of a loss is about twice as much as the joy of a gain. I know I can identify with that. In good times it is easy to take for granted all the things which are working out right. The true test of a business owner comes during nasty downturns like the ones we are in, and the ability to deal with them effectively.

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Navigating Through Difficult Times

When we long for life without difficulties, remind us that oaks grow strong in contrary winds and diamonds are made under pressure.” Peter Marshall

These days it seems wherever you turn there is talk about how the world is crumbling to pieces. We have undoubtedly witnessed a lot of turbulence over the last couple of months. With the way things are going I believe it is going to be a while until we see an upturn in the global economy. Now there are a couple of ways we can face this reality. We can either face this difficult period with our chin up, or we can give into the critics and lose all hope. In the end the decision lies squarely with us. Like many individuals and companies, quite a few of my investments have been hit by the current financial meltdown. It is an eerie and most disturbing feeling to see your assets crumble and have very little control over the course they take. However whenever I have experienced such times I always seem to come out a little stronger, and appreciate what I have a lot more.

As a business owner we have to continuously face challenges. This is not limited to external events alone, it could be a new competitor or the loss of a vital business partner among other reasons. The fact of the matter is that we have to learn how to deal with these challenges in an effective manner to enable us to recover from them. A great book has been written about broader challenges faced by companies around the world called “Stall Points” by Derek van Bever and Seth Verry. The book provides a wealth of information regarding common stall points faced by companies and their impact.

In this week’s series I will talk about some broader points to help navigate the difficult times which one will undoubtedly face. I will walk you through some basic steps I go through whenever I am faced with a difficulty of some sort. In the end however, it all boils down to your attitude and your personal outlook on life as a whole. If we are not able to take our head out of the sand there is very little one can do, and this will result in further losses and our failures tend to become self fullfiling prophecies. We have to avoid this attitude at all costs! If anyone reading this would like to share their story of a personal victory during a difficult period of time it will be much appreciated.

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5 Steps to deal with difficult people

“Logic: The art of thinking and reasoning in strict accordance with the limitations and in-capabilities of human misunderstandings.” Ambrose Bierce

One of the habits that Stephen Covey advocates in his book “7 Habits of Highly Effective People” is “Seek first to understand, then to be understood”. If there is one piece of advice I would give anyone to deal effectively with difficult people, it would be this. It is an extremely simple concept on the surface. When we look deeper and ask ourselves whether we practice it, most of us would have to respond in the negative. We are more often than not, quick to use our frames of reference and perceive the situation solely from our own angles. Before we go about labeling individuals as difficult, it is important to first understand where they are coming from and what the main drivers behind their behaviors are? Only then, can we deal with the situation effectively.

Listed below are five steps to use as a mental checklist when dealing with a difficult person:

1. Understanding Personality Types: Identify the type of person you are dealing with, only then can you determine the best way to work with this person. It is important not to get frustrated during the exploratory  stage of the personality type. This is not the easiest of processes, keeping your cool and emotional quotient under control will help you reach the most effective way of dealing with them in the shortest period of time. To learn more about the different personality types please click here.

2. Understanding the Situation: Before jumping into an argument, take time out to listen to the other person. Understanding their perspective and position on a particular situation is important. Instead of pushing our judgements onto them, we need to give them adequate room to share their point of view with us. We also need to evaluate our attitude towards the type of person and situation. How do we react usually? Are we using any negative frames of reference which make matters worse? Lastly, we need to take into account any external factors which may have triggered the situation. To learn more about understanding the situation correctly please click here.

3. Mental Game Plan: Prior to initiating a conversation, we need to ensure a clear head. Next, develop a couple of critical points to focus on during the course of the discussion, to help reach a mutually agreeable decision. Keep a laser like focus on the type of end result you are looking for. Visualize it before hand if possible, this specific exercise has helped me greatly. To learn more about devising a mental game plan please click here.

4. Language & Tone: When dealing with a difficult person, we need to keep our language and tone in check. What usually happens is, when certain buttons are pushed we tend to go on autopilot, and respond in a manner which may not be optimal. Keeping a strict control on the choice of words, sarcasm and the tone in which to conduct a conversation is critical. To learn more about the proper use of language and tone in a such discussions please click here.

5. Emotional Control: This step is by far the most critical aspect of having an effective discussion with a difficult person. During the course of a heated discussion, our emotional thresholds are often breached. When such an event takes place it has the potential to trigger an adverse reaction. Hence, we need to be aware of our personal thresholds, and develop adequate responses when they are breached. To learn more about how to control one’s emotions please click here.

This mental checklist has helped me deal with difficult people most effectively. In business we will often have to work with challenging individuals. The important thing is to keep one’s focus, practice patience and work towards a mutually beneficial end goal. I would be very interested to hear about your experiences with difficult people and your comments on how you dealt with them. What were specific challenges? How did you overcome them? I look forward to hearing from you.

 

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Emotional Control

“Human behavior flows from three main sources: desire, emotion and knowledge.” Plato

I have talked about the importance of emotional control in prior posts in this series. I think it deserves its own section as well because dealing with difficult people is an extremely challenging exercise without control. A lot has been written about the importance of emotional control in life. It is a key component and defines successful people who have an inherent ability or have cultivated one to shrug of nasty comments or asides without taking it personally. Not all of us possess the patience to react with poise and calm in difficult times. It is important to learn through mistakes we make when our threshold levels are tested. 

A couple of important factors to understand in how to effectively control one’s emotions are:

1. Self Awareness: Whenever an event takes place in our life we interpret it cognitively, process it emotionally and take a particular action. Much of the time specific events trigger automatic emotional responses which may be a result of specific past experiences. Self awareness of automatic responses is vital to control our actions to the best of our abilities. This is a first step in taking greater control of our emotions.

2. Emotions & Value Systems: Stephen Covey has suggested in his book “7 Habits of Highly Effective People” that one must analyze our emotions through the lens of our value system, what we believe in, who we are and who we want to be. For example, if we believe in looking at the best in people and we encounter an individual who only looks for flaws, such an encounter may trigger a negative action. We need to constantly remind ourself of our beliefs and tailor our emotional responses accordingly.

3. Identify Thresholds: All of us have personal and emotional  threshold levels. When that threshold hold is reached, we can either stay in the conversation and tune out, leave the conversation and come back later or leave altogether. Depending on the situation and tolerance of threshold level, we can choose one of these three responses. It is important to make this decision in order to act in a manner keeping with our beliefs.

4. Personal Comments: During heated conversations with difficult people, be prepared to take some low blows. This is how the person is attempting to instigate a response to bring you to his/her level. All of us have points, which when pushed, can set us off. We need to learn control even when they are pushed, it is a small price to pay to reach an early agreement. If however the level of personal comments reach an unacceptable threshold level, we then need to take appropriate action.

Controlling emotions and behavior to the best of one’s ability is a responsibility for each and everyone of us. It is much easier to be the person who flares up and goes on a raving rant, than to be the one who has the patience and emotional control to weather such flare ups. My journey as an entrepreneur presents  many such situations often on a daily basis, these require and help me to think through things with an emotionally balanced perception. The moment we let our emotions slip, we make decisions that could potentially be disastrous for future business.

 

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Language and Tone

“If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language that goes to his heart.” Nelson Mandela

One of the most important factors to keep in check during any verbal interaction is, language and tone of voice. This becomes all the more important when dealing with a difficult person, who may not be controlling his/her language and tone. Undoubtedly, this is a very difficult situation, and tests a person’s patience and emotional threshold. However, one must remember, that if we fight fire with fire in such a situation it only goes from bad to worse. We need to remain committed to our mental game plan and make sure that we do not let our emotions get in the way. There will be times when you feel the verbal abuse and tone of voice is reaching unacceptable levels, this is where patience thresholds are severely tested. 

There are a couple of key factors one needs to pay attention to regarding language & tone:

1. Word Selection: During a conversation it is important to keep a strict check on the type of words used to get our point across. Words such as “never”, “always”, “fault”, “accusation” , and any sort of verbal abuse must be avoided at all costs. These words act as instigators and tend to escalate the situation rather than resolve it. Remain specific, and keep sentences as short as possible.

2. Sarcasm: As we all know, the last thing you need to be doing in the course of such a conversation or situation is to bring sarcasm into it. This conveys we have little or no respect for the other person’s point of view and our facetious remarks may intensify the situation. 

3. Tone: Choosing a derogatory manner of speaking will obviously have nasty repercussions in difficult situations. However, we tend to switch to this manner of speaking subconsciously when we feel we are superior to the other person. By taking such a stance we will not make any progress. Even if one is the boss, such a style will not only have a negative effect on this particular person but other staff members may begin to feel uncomfortable as well. It is important to approach such situations with kindness, this has an uncanny ability to diffuse tense situations.

In conclusion, the importance of remaining in control of ones language and tone, cannot be stressed enough. If not kept in check this tends to go on autopilot and has the potential to make things a lot worse. There will be times when it seems almost unbearable to deal with such situations while keeping ones cool. It is at times like these that our character is tested based on how we react under pressure. 

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