Know your clients
Implement ways to understand your clients and build better relationships with them than your opposition. Look at the lifetime value of your clients – their repeat business. Client retention is easier than taking on new clients, so don’t let yourself or team get complacent. Even in the ‘digital’ time we find ourselves in, personal attention and interactions are important.
Your staff
You can laugh and cry with your staff, be happy for them, but never forget it is a business relationship. Your staff are employed to obtain results.
Find staff that display a great attitude, and fit your personal and business values. Pay them more than the market rate, and push them to be more effective and efficient.
Your leadership and management style
This will differ and should change as your business grows - there is a big difference in managing 4 staff as opposed to 20.
Learn about leadership and demonstrate it by setting the example. It is an “every minute of the day” thing – not when you feel like it. Personally for me, leadership and management are the biggest challenges facing SME owners in SA. Get a handle on your people skills!
Work on your business and not in your business
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