Small Business Tips

If there were a simple solution proven to lead to fewer sick days, higher team morale, happier customers, and a more pleasant work environment, you’d probably give it a whirl, right? What if it could also make you physically and mentally healthier, and even extend your lifespan?

Good news: this magic cure exists—and it’s free and accessible to everyone.

It’s gratitude.

Study after study has shown gratitude helps people become healthier, happier, and more successful, and it can impact your business in the same ways.

Gratitude’s proven benefits

Enhanced teamwork and customer experience. Gratitude inspires prosocial behavior—that is, behavior intended to benefit other people. When employees are willing to pitch in and help each other, more gets done. Prosocial behavior benefits customers too. A team that’s naturally driven to go above and beyond for each other is likely to do the same for customers.

Stronger work ethic. A study by Glassdoor reports 81% of employees are motivated to work harder when their boss shows appreciation for their work. The majority of those polled also said they’re likely to stay at a job longer when they feel appreciated. Happy, hardworking employees and reduced turnover? Sounds like a business owner’s dream come true!

Improved health. People with a positive mental attitude have been shown to have healthier hearts and sleep better. What about those who aren’t naturally positive? Good news: adopting a gratitude practice can improve heart health, sleep quality, and overall wellbeing—so even if your health isn’t 100% today, gratitude can help you turn things around. A recent study showed decreased heart disease risk in patients who regularly journaled about two or three things they were grateful for. Best of all, these impressive results were noted after just two months of journaling.

So how can you incorporate more gratitude into your life and work, and encourage your team members to do the same?

According to Dr. Robert A. Emmons, there are three stages to a gratitude practice:

  • Recognizing what you’re grateful for
  • Acknowledging it
  • Appreciating it

It’s called a gratitude “practice” for a reason—it takes practice. While being grateful may not be something we’re naturally prone to do, it’s a habit well worth developing. With a few tweaks to your daily routine, you, your team members, and your business can enjoy the many benefits of gratitude.

Easy ways to integrate gratitude into your routine

Look for it. Before you can be thankful for something, you have to find something to be thankful for—and if you’re not used to doing that, this can be the biggest step. If you’re struggling, set reminders to pause and reflect on the day’s events. Take a walk around the block, spend a few minutes sitting on park bench, or just focus at your desk, and consider the positives things you’ve experienced. Don’t pressure yourself to look for something grand. Simple things like a sunny morning, a less-hectic-than-normal commute, or a good cup of coffee count.

Act on it. The next time you think, “How nice of my coworker to do that!” let that coworker know how you feel! When gratitude strikes, get in the habit of acting on it. Work that muscle and make it part of your everyday routine. While thoughtful, well-timed gifts are great, you don’t have to spend a lot of money to show your appreciation—and some of the most meaningful displays of gratitude don’t cost a penny. Whether it means sending a quick email or text, making a phone call, writing a notecard, or simply saying “thank you,” don’t let those little flashes of gratitude pass without expressing them.

When it comes to your customers or clients, keep your antenna up and look for an opportunity to express gratitude in every interaction. Aim to be specific—instead of “Thank you for calling,” up the ante with “Thank you for being a devoted customer since 2007!” or “Thank you for taking the time to share your feedback about our new platform!”

Write about it. As noted above, journaling daily (or nearly every day) about a few things you’re grateful for is a simple way to cultivate happiness and health. By taking the time to reflect on those things you’re grateful for, you solidify your gratitude practice. The Ruby team recently embarked on a 21-day happiness journal challenge, and you and your team can do the same by setting aside just a few minutes each day. Grab a pen, a notebook, and get to thinking and thanking!

Systematize it. Whatever your preferred ways to show gratitude, create systems to support them. At home, that might mean setting a reminder to journal every evening before bed. At work, you might schedule 10 minutes every day or 30 minutes every week to pen a notecard, draft a thank-you email, or reach out to a customer with a phone call. Stocking the office with notecards, envelopes, and stamps is a low-cost way to encourage your team to send thank-you notes when the mood strikes.

Try adding gratitude checkpoints to your business processes. For example, you might make it a standard practice to send customers a handwritten note on their service anniversary, or surprise customers with birthday cards signed by the entire team. There’s no end of ways to show you care, so play around and see what works for you and your team, then commit to it. You’ll be grateful you did!

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Ruby CEO Jill Nelson recently sat down with John Warrillow, a Forbes Magazine writer and podcast host, to discuss Ruby Receptionists’ growth story. This conversation is featured in a recent Forbes article titled “3 Reasons Ruby Receptionists Sold A Majority Stake to Updata for $38.8 Million” and on an episode of the Built to Sell podcast titled “Why Hitting $10MM in Annual Revenue Matters.”

In this 45 minute podcast, they discuss Jill’s story and how she attracted offers by focusing on a couple of key value drivers that acquirers are looking for. Tune-in, it’s worth a listen!

Listen to the Podcast

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We live in the age of data.

In theory, companies are taking advantage of the abundance of information available to them to improve their product, target the right audiences, and stay at the top of their market. In fact, more than half of U.S. companies say that they use data for descriptive or diagnostic decisions. However, almost two-thirds of these business leaders also said they think their companies could do a better job of using data to make decisions.

Here are five practical ways to improve your data-driven decision making!

1. Make data more accessible

In the fast-paced world of data and technology, flexibility and agility are more important than ever. You have no choice but to make decisions quickly to keep up. Unfortunately, the data you need to make these decisions is often too difficult to get your hands on in a timely fashion.

The process of collecting and analyzing data takes time and money—both of which may be in short order when you need them.

One of the best ways to improve your data process is to make it more accessible for different members of your team. The more people who have access to the numbers, the ability to interpret them, and the incentive to follow-through, the easier it is to make decisions backed with data.

2. Make data more appealing

Data can be scary, especially for those in creative roles or who consider themselves “not numbers people.”

Overcoming the fear barrier requires the right tools and education. Encourage team members at all levels to jump in and learn how to use the data tools at their disposal. Give them time to learn, form partnerships with data experts, attend workshops with professionals who can teach them to run and read reports, and create an environment that permits people to develop these skills. When team members are confident about their grasp of the data, they can learn to love it.

3. Make data more available

Content Marketing MetricsWhat would you rather read: a color-coded pie chart or rows of numbers? Most people would pick the first—but most companies still operate with the second. If you want to create a culture where all team members use data to make decisions, give them the ability to easily comprehend the data.

Look for systems that offer multiple reporting levels and types. Find dashboards that not only extract information but provide different levels of analytics and projections. Examine systems that give connections and trends.

4. Make data more applicable

What is your data doing for you? If the data you’re examining doesn’t provide you the insight you need to solve problems or set goals, it’s possible you’re looking in the wrong place. There is infinite data available to you, and you should focus on the data that’s applicable. For instance, say you have unhappy customers in a given region. You’re going to want to pinpoint red-flag data, like an increased delay in orders to that region.

The metrics you focus on should either help you improve, grow, or solve a problem. Start thinking about the decisions you have to make on a regular basis, such as where to advertise, and get in the habit of collecting the data that will help you with that choice. Once you have a good grasp on how to use that data, you can start thinking outside the box and capture data that you expect to help in the future.

5. Make data more agile

Agile decision making requires agile data. By watching your data, you should be able to spot warning signs and solve problems before they become, well, problems. A poor click-through-rate could mean you’re targeting the wrong audience. Delayed delivery could be a sign that unhappy customers are on the horizon. The more time you spend working with data, the easier it becomes to interpret it.

Agility requires collaboration among departments, teams, systems, and software. Whether it’s cross-departmental meetings or master dashboards, bringing your teams and data into one place empowers you to make better decisions faster—something that helps you avoid the pitfall of silos.

Data is only getting more important. Now’s the time to spark the shift to focusing on the numbers and improving your company’s data-based decision-making.


Speaking of data…
Calculate the ROI of Virtual Receptionists


Gabe Arnold

Gabe Arnold is the founder of Copywriter Today where you can get unlimited fresh content for all your marketing needs. If you want 250 free headline ideas for your next marketing campaign, use their free tool here.

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On June 22nd Jill Nelson participated in a weekly Twitter chat, #SmallBizChat, with small business expert Melinda Emerson, discussing the benefits of using a virtual receptionist service. Throughout the course of the online interview, she shared the importance of company culture, what makes Ruby® special, and how Ruby’s virtual receptionist service stands apart from the competition! Stop by the SmallBizLady website to see the full transcript.

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Jill Nelson on the Up Right & Better PodcastJill Nelson, Ruby®’s founder and CEO, was interviewed by Kristen Gallagher on the Up Right & Better podcast. Throughout the episode, Jill discusses her guiding principles for developing an employee-centric culture and the importance of adhering to its guiding core values—the foundation of Ruby’s magic! This 25-minute segment is a can’t miss glimpse behind the curtain at Ruby!

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If you’ve ever had food poisoning then you know one thing: it’s the absolute worst! There’s nothing that can turn that experience around. Nothing except a thoughtful Ruby, of course!

Ruby customer, Natalie sent in a few outbound call requests, noting that she was out of the office due to a case of food poisoning. Not to worry, Natalie! Ruby is here to help.

Handling Natalie’s request was Carsen, a Beaverton receptionist and one of Ruby’s Outbound Call Specialists. Carsen was happy to handle Natalie’s request—and she even took it a step further.

Carsen headed to the Ruby WOW Station to put together the perfect package of gifts and goodies to help Natalie on her way to recovery. Each Ruby office has its own station, chock full of Ruby swag and other gifts to brighten someone’s day.

The package Carsen created contained sachets of tea accompanied by a Ruby mug and even a few chocolates for when Natalie was back to her usual self. It took Natalie a few days to respond because she didn’t even think the package could possibly be for her!

Once she gave the box a second look and saw the address label, Natalie was absolutely floored. She wrote into Carsen to express her immense gratitude and shared her surprise at receiving such a gift.


Oh my goodness! I just came into the office and noticed that a package was still in the lobby and I wasn’t expecting anything so didn’t look all day yesterday. I took a peek and saw my name! I am in absolute shock right now!!

I am speechless right now at the sweet care package you sent me! Thank you so much!! I am so incredibly taken back by your kindness. I don’t know the last time anyone did something like this for me. Words cannot express how touched I am by your thoughtfulness. I cannot wait to jump into my lemon ginger tea and green tea! I love the thermos and mug which will definitely be put to good use. I always have to have something to drink while in session and cannot wait to rock my Ruby Receptionists gear. And of course the sea salt chocolate will be devoured anytime now. 🙂

Thank you so very much from the bottom of my heart. If there’s anything I can ever do please do not hesitate to ask. If you’re ever in the Washington DC area as well please let me know! I would love to return the favor.


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As a small business owner, you probably don’t need scientific data to convince you that a little distraction-free time now and then would be incredibly helpful, but here’s a stat just for good measure: we accomplish roughly 50% less when we try to do two—or more—things at once. If you don’t have in-house phone help, a virtual receptionist service can be a life (and sanity) saver when you need to hunker down and get things done, giving you the freedom to focus without worrying about incoming calls. But a virtual receptionist service can give you a lot more than just a little peace and quiet—in fact, a quality service can improve the overall function of your business during crunch time and beyond.

Here are three ways a virtual receptionist service can increase your efficiency:

Improved customer service.

Pop quiz: When you’re interrupted in the middle of an important project, are you a) very likely to be friendly and upbeat, b) not particularly likely to be friendly and upbeat, or c) highly likely to be questioning why you chose this incredibly stressful career in the first place? In order to give your customers the service they deserve, you need to be in the right frame of mind. A good virtual receptionist is an expert trained in the art of customer experience, dedicated to making each caller happy. Let your virtual receptionist warmly greet callers, connect the calls you want, and take thorough messages for the rest, setting you up with the details you need to make informed follow-up calls—so you can catch up with customers when you’re ready, and they never have to see you sweat.

The ROI of personal connections!

Discover the real, meaningful impact of personal connections on your customer’s bottom line.

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Streamlined day-to-day operations.

Remote reception services have come a long way from the answering services of the past, and they offer a heck of a lot more than, “The office is closed for lunch. May I take a message?” Sophisticated technology means a quality virtual receptionist service can make a powerful impact on your workflow. Look for a service that will work with you to create customized call handling instructions for different scenarios and employees. With the right setup, your virtual receptionist team can answer frequently asked questions, provide driving directions, weed out telemarketers, collect information from new customers, and much more—including differentiating between urgent and not-so-urgent calls, so you’re interrupted when you need to be, and only then. Many virtual receptionist services can make outbound calls on your behalf, too, so you can check “appointment reminders” off your to-do list for good.

Enhanced peace of mind.

One of the greatest things about a virtual receptionist service is it’s not a “service” in the traditional sense—it’s more like an extension of your team. The best virtual receptionists are truly invested in the success of your business, and knowing that your calls are being handled by bright, talented, real people is beyond reassuring. Just like an in-house receptionist, good remote reception services can adjust your call handling on the fly when you’re stepping into a meeting or taking a much-deserved break—and unlike an in-house receptionist, virtual receptionists don’t take breaks or lunches, or call out sick when you need them most. Instead, a virtual receptionist is reliably there for you and your callers—so that no matter what you’re focusing on in the moment, your business stays focused on thriving.

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Chats Pricing Ruby App and Laptop Workflow

Does your 24-7 live chat service include Facebook and Google Messenger?

Home service company chat should, and I’ll tell you why.

Facebook messenger has 1.3 billion active monthly users, and that’s far from the main reason you should be using it.

Over 2 billion messages are sent each month — between people and businesses.

And yet still, that’s not the primary reason — this is:

Facebook Messenger has 100% deliverability, 80%-90% open rates and click-rates over 50%.*

This shows how readily customers accept and open messages from companies sent via Facebook Messenger, and how receptive they are to the content within the message.

Let’s put that into perspective, starting with Messenger stats, and ending with a case study and snapshot.

It’ll cover the combined power of Messenger, SMS, and 24-7 Live Chat, so you can see what these tools can do for home service companies on an individual level.

Onward.

Compare Messenger stats to the home service company email open (19.68%) & click-through (7.2%) rates.

So should we dump email as a relic of the past?

100% no.

Email still boasts a powerful ROI for residential service companies, and to avoid belaboring the point, I’ll leave it at this.

It works.

So how much better will Facebook Messaging work — with its 80%+ open rate and 50%+ click-through rate?

And Google Messenger isn’t far behind — the stats are still in the works, but we expect to see impressive results from them too!

Anyway.

Back to the question —

Is your live chat service leveraging the power of these platforms?

Because while it’s true to say that 24-7 live chat is powerful as a standalone service, without SMS, Facebook Messenger and Google Messenger, it’s not nearly as effective as it could be.

Let’s take a look at the numbers from a real life 24-7 Live Chat + Facebook Messenger + Google Messenger case study.

For starters, here’s how Ruby performs for residential service clients on average.

Home Service Industry 24-7 Live Chat Service Stats

With a Ryby Chat Specialist (Digital CSR) added to the team, home service companies are able to convert 35% of their chats into quality leads.

Their average response time is 30 seconds, to deliver what many consider an unmatched online customer service experience.

Customers responded with the highest rating possible.

So.

Why is 24-7 live chat so effective?

It’s not an easy question.

A big part of it is the convenience of getting answers immediately.

Another piece in the puzzle is the quality of the information given, and the way it’s delivered, with a human connection (from people, not automated responses).

This is what it looks like in real life.

Client Spotlight: Hunter Super Techs

The Challenge

The home service market emphasis on speed, efficiency, and a masterful, frictionless customer service is far from a misplaced set of ideas.

Amazon is redefining customer expectations with frictionless sales and customer service.

Customers have been clear in expressing and indicating by their actions what they need in 2018, and companies like Hunter Super Techs recognize the need to meet the rising demand.

Simply put, the challenge is:

To meet the growing need for frictionless speed, above & beyond customer service, and an authentic human connection.

The Solution

Above & Beyond Customer Service

Ruby Chat Specialists set Hunter Super Techs apart in the digital arena by delivering the above & beyond customer service that goes beyond even the highest demands of the modern customer.

Part of this is simply being there when the customer needs them, regardless of the day or hour.

24/7 customer service makes a real difference for home service companies, as you’ll soon see in our client spotlight.

Frictionless Speed

When a customer or prospective customer visits the website, a residential service expert known as a Chat Specialist greets them within seconds. If the visitor asks a question, whether through Facebook Messenger, Google Messenger, SMS or the Live Chat box on their website, the response is the same — the question is answered in a matter of seconds.

Human Connection

If the visitor asks a question, they don’t get a robotic auto-reply, but instead, are greeted warmly and given a knowledgeable answer from a professional but friendly human. They respond professionally but with empathy, because they understand that relationships are what build companies.

The Impact | 30 Day Stats

While there’s plenty to be said for building an above & beyond reputation with 24-7 live chat, sometimes it’s more telling to dig into the cold, measurable facts.

Over the last 30 days, these are the numbers from Hunter Super Techs’ records.

30-Day Client Snapshot: Hunter Super Techs

Total Chats: 167 chats.

Leads: 49% were leads. As in, interested prospective customers.

Total Leads: 81 leads converted.

Avg length of chat: 7:40 minutes.*

After hours leads: 13 leads converted.**

In the end, it’s not Messenger that matters — it’s not chatting or SMS — it’s the combination of these tools wielded by a professional live chat specialist.

That’s what will make the deepest impact on your new and current customer experience, and ultimately, your company.

__________________________

NOTES

*From an SEO perspective, the longer people stay on your site, the higher your site will rank in Google and other search engines. In this case, 180 chats at an average of 7 minutes each translate into approximately 21 hours of visitor on-page time. Not to mention the clicks that many visitors contribute inside the website while they chat. These clicks are valuable because Google tracks clicks to help decide how relevant and valuable your website is. The more the merrier.

**Between the hours of 7 PM to 7 AM, 13 chats were converted into leads. Without a 24-7 Digital CSR, those visitors would have left without a conversation.

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We’re so excited to announce that Ruby®‘s Founder and CEO, Jill Nelson, has been named as an Entrepreneur of the Year winner in the Pacific Northwest region by Ernst & Young!

Over the past 31 years, EY has honored entrepreneurs whose ingenuity, spirit of innovation and discipline have driven their companies’ success, transformed their industries and made a positive impact on their communities. As a Pacfic Northwest award winner, Jill is eligible for consideration for the Entrepreneur Of The Year 2017 national program.

Read the Press Release >>

Portland Business Journal Announcement >>

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Meet the Winners >>

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When you measure your small business up against the big guys, it can be easy to sell yourself short. You might assume their greater resources give them a huge advantage—and often they do. But when you’re small, you’re more agile. You’re more capable of moving quickly and taking greater risks.

And that’s great—successful businesses take risks! The key is to make data-driven decisions and take data-driven risks. Your capacity for flexibility combined with the smart use of data can be key to carving out your niche in the market and pulling ahead of the competition.

1. Data Gives You a Clear Picture of Your Situation

When you’re creating a strategic plan for your business, data is the signpost that points you in the right direction. Not sure how prospects feel about your newest product or service? Check your data. Not sure if your customers are satisfied with your service? The answer lies in the numbers. Not sure where you should be focusing your marketing efforts? The signs are all there if you’re ready to look for them.

Numbers don’t lie, even when we might want them to.

Data can tell you who your audience is and where your audience is. It can even tell you what your audience likes—and whether or not they’re liking your products. Trends lead to insights, which gives you direction and enables you to make decisions that are both bold and smart.

2. Data Tells You What Works

The social media platforms we interact with measure us by collecting demographic data, noting our interests, and gauging the likelihood that we’ll buy what they’re selling.

You can use these tools to do the same for your business. Beyond getting to know your audience, you can gain insights into your success. From video views to direct mail conversions and Facebook click-through rates, you have unlimited data at your fingertips. How you use it is up to you.

Just one Facebook post lets you see how many people liked, shared, and commented on your post, how many took action, and whether or not viewers decided to unfollow you as a result.

Data can tell you:

  • Who is seeing your advertising, buying your product, interacting with your brand, and having a negative response.
  • What draws your customer’s attention, convinces them to buy, or causes them to cancel services.
  • When customers are more likely to buy, less likely to buy, most responsive, and are on social media.
  • Where you can reach customers, and where they’re located.
  • Why customers actually buy your service or product.

Content Marketing Metrics


Data can get you the who, what, when, where, and why of almost anything. The trick to gathering that data and putting it to use is to:

  • Test
  • Review Data
  • Repeat

3. Data Helps You Overcome Stress

Does data make you anxious? Do too many numbers leave you feeling overwhelmed and confused?

The process of tracking all the data available to you (which is a lot) and attempting to apply it can be overwhelming.

The best way to overcome this struggle is to acknowledge that you can’t track everything. You have to choose the data that is most important to your particular company and your goals. Overcoming data stress is as simple as selecting the data you want to use to measure your goals—something that can be done during your goal-setting projects.

Using data correctly doesn’t have to be stressful. Instead of collecting all the information that is available to you in a world of data, you can just collect the information that matters—the data that helps you solve the toughest dilemmas and keep your company’s strategic goals moving forward.

Bonus: Data Can Build Character

Working with data makes you a better decision maker, thinker, and employee. It forces you to better your processes by taking an evidence-based approach to decision making. Using it correctly can help your business grow by leaps and bounds.

The best part? Data never gets less useful. There are always ways to interpret and utilize it to benefit you and your business.

Gabe Arnold

 

Gabe Arnold is the founder of Copywriter Today where you can get unlimited fresh content for all your marketing needs. If you want 250 free headline ideas for your next marketing campaign, use their free tool here.

 

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We are incredibly proud and so excited to be the second business in the history of the Portland Business Journal’s recognition of the Fastest-Growing Private Companies to receive a Double Lighthouse Award. This elusive award is given in celebration of making the list for 10 consecutive years!

This is a very special award for Ruby®, as growth is so core to who we are, and we couldn’t be more excited!

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We’re thrilled to announce that Ruby® is one of four Oregon companies that have been named to Inc. Magazine’s Best Workplaces of 2017 list! This list includes just over 200 businesses selected out of thousands of applicants for their vibrant cultures, deep employee engagement, and stellar benefits. Companies awarded display more than just adequate pay and perks—Inc. Magazine selected companies that display a clear purpose, sense of humor, and strong people-powered culture. We’re honored to have been included among so many national innovative businesses!

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Your business is growing fast, and your service or product is in high demand. In fact, your client base can’t stop raving about your company. Growth like this is a small business’s dream, and it comes with some excellent benefits. Your sales are up; brand awareness is spreading—you can already tell you have a promising future in a tough market.

Of course, we all want to grow fast. But real growth comes hand-in-hand with growing pains. Labor, materials, time—they all cost money. And rapid growth doesn’t always guarantee that you have that capital up front.

Everyone always says that you should prepare for the worst, but it’s important to prepare for the best, too! Fast growth might not be easy, but with a step-by-plan, you can take control of that growth and use it to build a healthy business.

Sustainable Scaling: A Step-by-Step Guide

The key to successful growth is active management. Without active management, you run the risk of having problems scaling—and that can lead a fast-growing company down the wrong path.

1. Adopt a scaling mindset and plan

As your business grows, you might find yourself attempting to add team members at the same rate as your growth. This may work in the short term, but it isn’t always a viable long-term solution. Scaling, on the other hand, is the capability to cope and perform under and increased or expanded workflow. It’s the ability to increase your workload and revenue without needing to add the same level of resources as you grow.

It’s important to avoid the “putting out fires” trap. The key to scaling is to commit to growth and to set measurable goals at the beginning. If your resources are working towards growth, you can put out fires before they begin.

What are your goals? Do you want to double your business by the end of the year? What about in five years?

Once you’ve set your goals, you can start planning how to get there.

Here are three things to keep in mind when developing a growth mindset:

  • Bump up your customer relations: Your customers and clients don’t want to feel like numbers. By establishing standardized practices and using a CRM, you can easily create personalized, scalable interactions.
  • Develop a culture of ongoing education: It takes more than a great idea and a good CEO to build a successful business. Scaling your business takes ongoing management growth and innovation.
  • Focus on your specialties: A business that does many things adequately will never be as successful as one who does fewer things well. Identifying your business’ core competencies is key to growing successfully. Your growth should build off of the unique knowledge, skillset, or benefit that sets your business apart.

2. Place a higher value on horizontal, not vertical growth.

Who wouldn’t feel a thrill when a customer places a high-volume order? But relying on one or two customers who spend a lot with your business can be risky. If even one of them pulls their service, you’ll feel a real impact.

Horizontal growth is a more secure way to set yourself up for consistent long-term scaling. It’s important to achieve consistency. This means getting a secure base of customers, putting together a dedicated and faithful team of leaders and employees, and developing systems and procedures that will work as well with 2,000 customers as they do for two.

3. Control yourself before you control your business

It’s easy to get frantic and panic when faced with a sudden influx of clients, which is why it’s so important to avoid making any rash decisions. Give yourself time to think all your business decisions through and, most importantly, stay transparent with your client base. You don’t want to make a decision that isn’t true to your business’ values in a moment of panic.

Can’t get those orders out on time? Be honest! Send a heartfelt apology on social media and via email, and let them know their orders are coming. Your clients may be more sympathetic than you expect.

Growth is great—scalability is better. When you find yourself coming out of a period of fast growth, study what worked and what didn’t, and address those situations so that you’re better prepared for not just the next boom period, but the long-term maintainable increases you want for your company.

Gabe Arnold

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