Did you know that over one fourth of small business fraud is check tampering?
Because trust builds when you are in and part of a small group, there is a psychological impact on the Small Business Owner, when the fraud is discovered. In the newspaper stories there is the element of surprise, hurt and confusion over the event. In certain instances the employee has brought the company to its knees due to the theft.
As the Owner you have a responsibility to segregate the responsibilities of your employees over cash disbursements. No matter how small your business is, cash is the engine of the business and you need to make sure you are knowledgable about where your cash comes in, where it is and where it went. Too many small business owner's want to do what they do and leave the administration and bookkeeping to others. Don't do it. Set up internal controls that protect your business and all of the work that you have put into that business.
Saturday, April 17, 2010
Tuesday, March 2, 2010
Customer Service or the Lack Thereof
So, we tried to follow the directions on a sign at Target to get a $5.00 gift card. We were informed at check out that we didn't understand the ad. We explained that we didn't see the ad, we were following the directions on the sign in front of the paper towel display. Since the computer didn't ring up the gift card we didn't have the right product. Pretty soon someone goes to look at the sign and brings back a different sign to show us how confused we were. We explain that's not the right sign...they show us the ad again. So here comes Brittany, she's in charge of the store..we are not correct and too bad. We request her name and she says Brittany, we ask what is your last name? We don't give out our last names says Brittany. So, Target has a policy that no one has to give out their last name. Great way to make no one responsible. God forbid there be more than one Brittany employed at Target. We also discover there is no Store Manager to solve anything, there is no chain of command all roads lead to customer service. You can't get past a customer service clerk. I love the fact that the executives at Target have managed to keep the great unwashed or Guests in Target speak away from anyone that can make a real decision or fix a problem. The poor person at Corporate (who told us we were talking to Corporate Executives but later explained that they were really in customer service and took complaints and sent them in a report to the proper people, whoever they are.) She then took the complaint over the phone and when asked if we would get a response to our complaint said no, if we ever wanted a response we would have to write to Corporate where you will get a response back from customer service. You know the people that can't fix anything but they can take a heck of a report. They also wanted our name, first and last, our phone number and our e-mail address. Huh???
I think it's time to find a place to spend money where people actually give their last names and work very hard to solve problems, not treat customers poorly and say I can't do anything because the computer won't let me, or our policy won't let me and you're not really our guest, we just want your money and that is our corporate jazz to get it.
And, what a joke to have someone called an Executive Team Leader....what the heck does that mean, you make more money but have no responsibility for customer satisfaction. Strike a big box store that will see no more money from this small business or its owners.
I think it's time to find a place to spend money where people actually give their last names and work very hard to solve problems, not treat customers poorly and say I can't do anything because the computer won't let me, or our policy won't let me and you're not really our guest, we just want your money and that is our corporate jazz to get it.
And, what a joke to have someone called an Executive Team Leader....what the heck does that mean, you make more money but have no responsibility for customer satisfaction. Strike a big box store that will see no more money from this small business or its owners.
Thursday, February 11, 2010
Questions from the Bank
We have a client that was trying to comply with requested information from their bank. The client sent the same financial information 3 times with the bank responding 3 times that what they wanted was the financial statements. So off went another set of financial statements.
Finally we suggested to the client that they ask the bank what form the bank needed to complete so they could provide the information just like their form.
Sometimes it pays to ask the person what does it "Look Like?" We don't all communicate the same. Perhaps this will cut down on your frustration and be able to provide that new person at your bank the right answer. When you are communicating and nothing seems to be going right, always try to see it from the other persons perspective.
Finally we suggested to the client that they ask the bank what form the bank needed to complete so they could provide the information just like their form.
Sometimes it pays to ask the person what does it "Look Like?" We don't all communicate the same. Perhaps this will cut down on your frustration and be able to provide that new person at your bank the right answer. When you are communicating and nothing seems to be going right, always try to see it from the other persons perspective.
Thursday, January 28, 2010
Your Job Description
A lot of times when you are the business owner you get so involved with what is happening within your business that you lose track that you are one of the employees of your company. Do you have a job description? You should. Too many times you step in to help others, putting out fires and forget you have a very specific job to do. Here are the steps needed to create your own job description.
DRAFTING THE JOB DESCRIPTION
An example of Job description content:
1. Introduction - A brief paragraph stating the name of the position and the company.
2. Functional Role - This shall include a sentence or short paragraph to describe the overall impact the position has on the company.
3. Reporting Relationship - Indicate to what position this job reports (use the title of the position, not the individual's name). Also, indicate the titles of any positions that report directly to this position.
4. Requirements - This is an overview of the specific physical demands of the position as required by national law. “Reasonable accommodations" must be made for handicapped individuals qualified for the position and no person should be rejected simply because of a physical or mental challenge.
Knowledge and Abilities: General industry knowledge, equipment specific experience, specific software expertise, holding driver’s license or other special permits or licenses, etc.
Authority - This is the power to take action with prescribed limitations without obtaining prior approval. List the authorities and limitations of this position.
Responsibilities - Responsibilities are not necessarily what the individual does, but rather that which he or she must ensure is accomplished. The responsibilities must be results-oriented, not task oriented.
Principal Duties - List the specific tasks and duties that must be performed to accomplish the responsibilities of the position. It is sometimes difficult to distinguish a task from a responsibility; this does not matter as long as the individual realizes it is his/her responsibility.
Measurements of Performance - These must be the specific and, if possible, quantifiable measurement criteria used to evaluate the performance of the employee.
Conduct employee performance evaluations on all employees that report to this position at least annually.
Acknowledgment - State that the job description has been reviewed and is understood. It is signed by the manager and the employee receiving the guide. The document is then filed in the employee's personnel file, with a copy being provided to the employee.
Job descriptions must be regularly reviewed and revised. Annual reviews are recommended. Job duties, authorities, and responsibilities will change over time and job descriptions need to be modified accordingly. All revised guides should be dated, signed and filed in each employee's personnel record.
DRAFTING THE JOB DESCRIPTION
An example of Job description content:
1. Introduction - A brief paragraph stating the name of the position and the company.
2. Functional Role - This shall include a sentence or short paragraph to describe the overall impact the position has on the company.
3. Reporting Relationship - Indicate to what position this job reports (use the title of the position, not the individual's name). Also, indicate the titles of any positions that report directly to this position.
4. Requirements - This is an overview of the specific physical demands of the position as required by national law. “Reasonable accommodations" must be made for handicapped individuals qualified for the position and no person should be rejected simply because of a physical or mental challenge.
Knowledge and Abilities: General industry knowledge, equipment specific experience, specific software expertise, holding driver’s license or other special permits or licenses, etc.
Authority - This is the power to take action with prescribed limitations without obtaining prior approval. List the authorities and limitations of this position.
Responsibilities - Responsibilities are not necessarily what the individual does, but rather that which he or she must ensure is accomplished. The responsibilities must be results-oriented, not task oriented.
Principal Duties - List the specific tasks and duties that must be performed to accomplish the responsibilities of the position. It is sometimes difficult to distinguish a task from a responsibility; this does not matter as long as the individual realizes it is his/her responsibility.
Measurements of Performance - These must be the specific and, if possible, quantifiable measurement criteria used to evaluate the performance of the employee.
Conduct employee performance evaluations on all employees that report to this position at least annually.
Acknowledgment - State that the job description has been reviewed and is understood. It is signed by the manager and the employee receiving the guide. The document is then filed in the employee's personnel file, with a copy being provided to the employee.
Job descriptions must be regularly reviewed and revised. Annual reviews are recommended. Job duties, authorities, and responsibilities will change over time and job descriptions need to be modified accordingly. All revised guides should be dated, signed and filed in each employee's personnel record.
Monday, January 25, 2010
Welcome
Welcome to our new blog, Your Small Business- Carpe Diem!
Chuck and I have over 25 years each of business experience. We have owned our own company, worked for large corporations as well as having a great deal of business management and consulting experience in other’s businesses.
Right now with the economy in a huge state of flux a lot of business owners are trying to stay in business, grow their business and some people feel that have to start a business just because the jobs have gone away.
We want to share our experiences with you and answer questions that you may have about your business. We will be glad to answer questions and maybe we can help other businesses through dialogues with one another.
As always, you need to Seize the Day!
Chuck and I have over 25 years each of business experience. We have owned our own company, worked for large corporations as well as having a great deal of business management and consulting experience in other’s businesses.
Right now with the economy in a huge state of flux a lot of business owners are trying to stay in business, grow their business and some people feel that have to start a business just because the jobs have gone away.
We want to share our experiences with you and answer questions that you may have about your business. We will be glad to answer questions and maybe we can help other businesses through dialogues with one another.
As always, you need to Seize the Day!
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