Oh Dear! Are You a Micromanager?

If you own and manage a one person business, you are, de facto, a micromanager. You have no choice; you make every decision and you manage every process. If, on the other hand, you are CEO of a FTSE100 Company, you can’t be a micromanager because you can’t possibly make every decision and can only manage a very small number of processes, albeit they are likely to be major ones.

In the case of the one person business, if you don’t micromanage, your business won’t function; so it won’t survive. In the case of the CEO of the FTSE100 Company, any attempt to micromanage will cause chaos and undermine your corporate structure. So in one set of circumstances, micromanagement is very positive and very necessary, whilst in the other it is very negative and seriously damaging.

So, at what point does the positive turn negative?

Before answering that question let’s just look at what we mean by micromanagement. You can no doubt find many different definitions but essentially it means: –

• Allocating tasks, monitoring them in minute detail, intervening with the processes and making all the associated decisions. As opposed to
• Delegating responsibilities, within defined parameters, to subordinates, who make their own decisions and are accountable for the outcomes.

As soon as a business involves more than one person, tasks start to be shared. If the people involved are of equal status – directors, partners etc. – agreement is reached about the sharing of both tasks and responsibilities. However, if staff are employed, they tend to be engaged to undertake tasks under close supervision. They are probably given very little responsibility and are unlikely to make many decisions without reference to the boss.

Initially this may work ok. However, as the business grows and the number of employees increases, the boss inevitably spends more and more time making decisions for his/her employees and monitoring their activities. That means spending less and less time driving the business forward. As a consequence, the momentum of the business starts to slow down and the boss becomes increasingly stressed, as he/she becomes the main constraint on progress.

To address this problem, most businesses start to develop some form of organisation structure, with departmental demarcations and key staff taking supervisory/managerial roles. To start with, this invariably relieves the pressure. However, the extent to which this continues to happen depends on whether the boss is still just delegating tasks or whether he/she starts to delegate real responsibilities in a meaningful way. When the boss is able to delegate responsibilities enabling him/her to focus on the more important aspects of the business, the business itself has a much better chance of developing, growing and building its net worth. But where the boss still wants to micromanage, the business is much more likely to struggle and stagnate.

There can’t be a precise answer to my earlier question of, “At what point does the positive become negative?” because no two businesses are exactly the same. However, most people’s ability to micromanage everything that goes on, within a business, and still perform their own essential duties is quite limited; and once the business employs more than a handful of people, micromanagement invariably becomes negative.

Despite this, many owners and directors of SMEs don’t delegate responsibilities effectively and become increasingly frustrated with the lack of progress that their businesses make, often blaming everyone except themselves for that lack of progress. So why can’t they delegate and why do they continue to be micromanagers?

The four favourite answers seem to be: –

• I can’t get the calibre of staff I need
• My staff can’t do things the way I do them
• My staff can’t do things as well as I do them
• I can’t trust my staff

So let me deal with each of these objections in turn.

I can’t get the calibre of staff I need. If that’s true, then it’s likely that you’re not paying enough to attract the right quality staff. But in my experience, that’s not usually the problem. More often than not, the key people, within the business, are more than capable of taking on much more responsibility and are eager to do so. With very few exceptions, where I’ve been able to persuade the boss to stand back and empower his key people, the positive effect on the business has been substantial. However, when key members of staff are not empowered there is a tendency for them to become demotivated and cynical; and once this happens you really do have a problem.

My staff can’t do things the way I do them. Frankly that tends to be good not bad. A business needs a diversity of ideas. If the key staff are all clones of the boss, the business will go nowhere. The boss may be the key driver but he/she doesn’t have a monopoly on ideas, doesn’t know all the answers, doesn’t always have the best approach to problem solving and is often wrong. If key employees are empowered, bosses are much better able to develop their own strengths, whilst ensuring that their weaknesses are offset by the skills and experience of their key people. Running a successful business is about teamwork; it’s not a solo act.

My staff can’t do things as well as I do. In some cases this may be right. The boss will have skills that his/her key staff don’t have. But there will be areas where key members of staff have more skill and experience or perhaps greater aptitude or perseverance than the boss. It’s important to recognise this and exploit it. Again, it’s back to the principle of diversity of skills and ideas being the basis of a successful team. Where there are shortcomings in skill sets, you need to develop them through structured training programmes.

I can’t trust my staff. In many respects this is the real objection. The other three are often excuses for what is, in reality, lack of trust. And to be fair, all too frequently I hear stories of small businesses that have been ripped off by a rogue employee or damaged in some other way, by an incompetent one. But this opens up the much bigger question of how you actually manage and control your business.

The trust issue may be about not trusting people to complete tasks properly or take decisions appropriately; equally, it may be about the honesty and integrity of employees. In practice, most people are reasonably honest; but, unfortunately, a small minority is not. However, regardless of honesty and integrity, it’s important that no one, within the team, behaves as a lone wolf, acts outside their jurisdiction, covers up mistakes, works within a self-constructed silo or behaves dishonestly in any way. So how do you reconcile all of this with delegating responsibilities and losing detailed control of what your staff do and how they spend their time?

The answer is that you manage your business in a completely different way. And to do this, you need good management information that tells you, on a regular basis, how each significant element of your business is performing. In conjunction with that, you need to set targets, so you can see how each part of the business is performing against expectations. The type and level of information will differ depending on the type of business, its size and complexity and the markets served; but it’s likely to include data about sales, production and/or service output, productivity, costs, inventories, cash and all other key activities within the business. Some of this data will come through the production of monthly management accounts, some will require your IT systems to be set up to produce it. Some information will be most useful on a monthly basis, some weekly and some daily. When you have this data, you can identify areas of over and under performance, trends in both the right and wrong directions and aberrations that don’t, on the face of it, make sense. Whenever you identify anything that appears to be going in the wrong direction or otherwise out of the ordinary, you dig deeper until you have answers. If necessary you then take remedial action; but its remedial action based on facts not on gut feel or guesswork. You’ll soon find that you’re learning far more about what’s going on in your business than you ever did before.

This management information shouldn’t be treated as just yours and available to no one else. Headline data needs to be available to all your key players and each key player should have more detailed information about their own individual areas of responsibility. You can then meet regularly with your key players, both on a one to one and as a group, to set new objectives, report back on current issues, agree solutions to problems and establish strategies to exploit opportunities. This ensures that everyone is clear about strategies and objectives in general; and clear about their individual responsibilities and how these interface with the responsibilities of their colleagues.

As a result of this, you’ll start to build a real team that co-ordinates effectively, buys in to the core values and direction of the business and works with much greater enthusiasm and commitment. Under performance and lack of integrity then become a much smaller issues; but also much easier to identify because they’re much more difficult to hide.

Small businesses that make this leap are much more likely to grow and prosper than those that don’t. Sadly, many small businesses fail to reach their potential for no other reason than the boss remains a frustrated and stressed micro-manager. Some owners of small businesses do find it incredibly difficult to let go. If you’re one of these and you want to try and change, don’t try and do it on your own. In most industries, there are specialist business consultants, business coaches and mentors that understand this problem only too well and will be able to take you through a difficult learning curve far more quickly and effectively than you would otherwise achieve.

If you’d like to discuss any of the issues raised in this article, in more detail, please feel free to contact me.

The Importance of Having Good Management Accounts

In this day and age, most small and medium sized businesses (SMEs) use computerised accounting systems; and suppliers of accounting software, such as Sage, have made the bookkeeping process very straightforward, irrespective of whether your annual sales are £100k or £50m. As a result most SMEs now maintain a reasonable quality of bookkeeping that accurately records their financial transactions. However, many limit the regular use of their accounts systems to the processing and control of sales and purchase invoices, debtors & creditors, wages & salaries, the bank, VAT etc. And this means that they are missing out on one of the most important tools that is available to help them manage their businesses more effectively and more profitably. I’m talking about the production of monthly management accounts.

From the work that I do with SMEs, there seem to be two distinct issues. The first is businesses that don’t produce monthly management accounts at all. The second is businesses that do produce monthly management accounts but structure them in such a way that, at best, they are not particularly helpful and, at worst, are seriously misleading.

Let’s look, firstly, at those businesses that don’t produce monthly management accounts at all. Generally these are at the smaller end of the SME scale. They often don’t see management accounts as a priority; perhaps have some difficulty understanding and interpreting them; and may struggle to produce them. Realistically, if yours is a one person business with no employees and a very small number of transactions, monthly management accounts are probably not going to add much value because they won’t really tell you anything, you don’t already know or can’t work out in five minutes with a calculator or spreadsheet.

However, the business doesn’t have to grow too much, before the number of transactions increases to the point, where you lose track of them. At this point, many businesses then keep a close eye on the bank account and assume that, if there’s cash in it, they’re OK. And that’s the first big mistake because cash is not profit. A business can be making losses, whilst still having a healthy cash flow. It can also be making healthy profits, whilst having a cash flow problem (I’ve written another article about this, which you can access at Cash v Profit). You need a profit and loss account at the end of each month to tell you whether you’re making money or not and you need a balance sheet to show you whether you’re solvent and whether you have a liquidity problem or not.

Your management accounts should give you an accurate picture of where all your costs are and whether your margins are where they need to be. You can monitor where all your cash is tied up (stock, debtors etc.) and whether there is enough in the business to pay your wages and creditors. As the months go by, you begin to identify trends that may be developing; rising or falling costs; deteriorating or improving margins; increases or decreases in stocks, debtors and creditors; improving or deteriorating cash position etc. So you start to identify problems at an early stage and are able to take remedial action before those problems become acute. Similarly, you can see where you’re having increasing success; so you can then start developing strategies to build on that success. Finally, where you have a business plan with a detailed financial budget, you can compare your performance against the budget and take actions to get things back on track, when you’re falling behind plan; or build on your success, when you’re pulling ahead of plan.

Unless you have some form of accounting/bookkeeping experience, you may struggle to produce monthly management accounts yourself. Apart from ensuring that everything has been posted to the correct nominal account, a number of procedures such as stock adjustments, work in progress adjustments, dealing with prepayments and accruals are required. So you’re probably going to need someone to make all of these adjustments and to then produce the profit and loss account, balance sheet and any other reports that you may require. Obviously, some SMEs are big enough to employ a full time or part time bookkeeper and if so, the bookkeeper should be able to undertake all of these tasks. Some larger businesses will have accounts departments with a number of dedicated staff. These are likely to be producing monthly management accounts as a matter of routine. However, if your business is not producing management accounts each month, you’ll need to consider whether it’s possible to produce them, using existing resources or whether you need additional support. If you do need additional support, you may be able to employ a bookkeeper on a part time basis for a few hours a week; or there are many self-employed people and small companies offering bookkeeping services. Either way this doesn’t need to be a hugely expensive commitment and the benefits to your business are likely to be substantial.

The fact that you personally may struggle with accounts and may not have a very good understanding of them, doesn’t mean you shouldn’t have management accounts as part of your business processes. They’re just too important to ignore. In these circumstances, just be honest with yourself and your bookkeeper or prospective bookkeeper; admit it’s not your thing and ask your bookkeeper to go through the figures with you, line by line, explaining what each line is and what it’s telling you. You’ll need to invest some time in this; but, if you do, you’ll soon learn; and you’ll quickly discover it’s not rocket science.

I now want to move on to the second problem, I see all too frequently, and that is management accounts that are not appropriately structured and, as a result, don’t provide information that is helpful for the business.

Generally speaking, this problem comes about because the business owner/CEO doesn’t tell the person, responsible for producing the management accounts, what information is actually required. It’s just left to the accountant/bookkeeper, who may well understand the numbers but who, invariably, doesn’t understand the business.

The two most common problems are: –

1. A lack of sufficient breakdown between key business activities and/or product groups.
2. Classifying as overheads, entries that should be shown as direct costs.

Let’s look firstly at the breakdown between business activities or product groups.

If your business has more than one business activity, you need to understand the performance of each one. For example, let’s say you fabricate PVCu windows and doors; but you have two different market channels. The first is selling an installed service to homeowners; and the second is selling, on a supply only basis, to the trade.

Your production costs are likely to be more or less the same irrespective of the channel. However, the cost structures of the two channels are likely to be considerably different, as are the selling prices. Selling an installed service to homeowners is likely to involve sales commissions, advertising, survey costs, sub-contract installation costs, installation material costs and finance/credit card charges. Selling to a trade customer, is likely to involve different sales and advertising costs and may involve delivery or possibly trade counter costs; but it’s unlikely to involve survey and installation costs. Your management accounts need to pick all this up and provide a margin analysis for both market channels. If everything is lumped together, you just don’t know where you’re making money and where you’re not. So how do you know what strategies to apply to each channel? The answer is, “you don’t”!

A similar issue arises between different product groups. Let’s now say that you’re still a PVCu fabricator but all of your sales are based on selling an installed service to homeowners. However, this time you also sell conservatories. Your sales and advertising costs may be similar for both products; but conservatories require a roof, and also involve a significant amount of building works. So the cost structure of supplying and installing a conservatory is entirely different from that of windows and doors. Once again, if you lump these two product groups together, how do you know where you’re making money and where you’re not? And once again, you don’t.

Your accounts must be structured to provide a margin breakdown for all your key product groups and market channels so you have an accurate understanding of the true margin made by each one.

Moat accounting software can handle this type of analysis as a matter of routine; but it does have to be set up correctly to do so; and that’s where the main problem lies.

I’ll now move on to the second problem I encounter, which is all about whether costs are classified as direct costs or as overheads. Direct costs refer to materials, labour and expenses, related to the production or supply of a product or service. Other costs, such as depreciation or administrative expenses, are more difficult to assign to a specific product or service, and are, therefore, considered as overheads.

Many SMEs classify materials and direct labour as direct costs but almost everything else as overheads. And this can be very misleading. Let’s go back to the business selling windows and conservatories on a supply and install basis to the homeowner. Not only does this business have materials and direct labour as direct costs, but it has installation labour and materials, disposal of site debris, survey costs, sales commissions, lead generation/advertising, finance/credit card costs, warranty/guarantee insurance. All of these are directly related to the sale, production and supply of the product and its installation. So all should be classified as direct costs.

If you decide to classify only some of these costs as direct, you’ll end up exaggerating your gross profit, which is normally calculated by deducting your direct costs from your sales revenue. You’ll also overstate your overheads because some of your direct costs will be absorbed as overheads. The consequences of this could be quite profound.

Let’s say that the business is barely profitable and that you have to take action to improve profitability. One way of doing this would be to increase sales; you, therefore, put a sales plan together. You think you’re making some good margins so you decide to offer some additional discounts. You also need to spend some more money on advertising and, of course, extra sales mean extra commissions installation costs etc. Everything seems to hang together and off you go. You’re initially pleased with the increase in sales, but when you run your management accounts, the effect on the bottom line is shown to be marginal. You’ve added some volume but for little or no extra profit. So what’s happened?

The problem is that your accounts have mislead you about your margin. Because you’ve only included materials and direct labour as direct costs, you’ve been duped into believing that you’ve been making healthy margins. However, if you’d included all of the other direct costs as direct costs, you’d have found that your margins were in fact very poor; and, once you’d accounted for the additional discounts you offered, it would have been clear that there wasn’t much left.

If you’d known this at the outset, it would have been very apparent that additional volume wasn’t going to provide a solution. The only effective options open to you were (a) drive down your direct costs as a proportion of your sales, (b) increase your selling prices, or (c) a combination of both.

Let’s now look at another problem that can occur as a result of confusing direct costs and fixed costs. Many businesses seeking to improve their profitability, embark on a cost cutting exercise; but they cut the wrong costs.

If many of your direct costs are treated as overheads and you need to make cuts, staffing, process costs, administration, maintenance & renewals etc. are often the soft options that you go for rather than address the more challenging issue of high costs in sales and marketing, installation etc. However, the outcome of this can be catastrophic because, in reality, you still have a margin problem but you’ve cut the basic infrastructure that would have enabled you to address that margin problem by driving down your direct costs.

In the home improvement sector, which is where I focus most of my time, one of the most common problems I see is SMEs that under resource their processes, controls and administration and, as a result, suffer from direct costs that are out of control. Genuine overheads are relatively easy to control because you can make definitive decisions as to whether you proceed with something and spend the money or whether you don’t. Direct costs are much more difficult because they depend on operational efficiency, effective processes, quality control etc. In many SMEs, total direct costs are much higher than total overheads. So controlling direct costs provides far greater potential to improve the bottom line than controlling overheads. In fact, quite often, an increase in overheads is needed in order to provide the resources that are required to bring direct costs under effective control. In this situation, the bottom line may get worse, for a short time, before it starts to recover to the levels, at which it should be.

Once you have your accounts structured to give you really good information about your direct costs and overheads, you can start making these sorts of decisions with confidence.
Many owners and directors of SMEs find interpreting their management accounts quite challenging; so, if that describes you, don’t think that you’re on your own because you’re not. It’s, therefore, very important to have good accounting and bookkeeping support, the scale and structure of which will depend on the size and complexity of your business. It could range from a part-time bookkeeper or bookkeeping service to a significant sized accounts department. But wherever your business is on that scale, what you can’t do, is just let them get on with it, as they see fit, because they won’t understand your business as well as you do. You need to work with them to get the structure of your management accounts right and to ensure that it provides you with the right information in the right way at the right time. If you invest some time and effort in this, it will repay you handsomely.

If you’d like to discuss any of the issues raised in this article, in more detail, please feel free to contact me.

Why You Need a Business Plan & How to Prepare It

Virtually all businesses, within a corporate structure and the majority of larger private businesses, have well-developed business plans that incorporate clearly defined strategic objectives, detailed plans about how those objectives will be achieved and financial projections, including forecasts for sales, profit & loss account, balance sheet and cash flow. None of this guarantees success but it provides a road map, with a clear destination and a properly defined route for the business to follow. These types of businesses usually put considerable time and effort into the preparation of their business plans because they know it significantly improves the likelihood of building and/or maintaining successful market positions, strong balance sheets and sustainable competitive advantage.

By contrast, many small and medium-sized businesses spend very little time thinking through and preparing business plans and, in some cases, they spend none at all. As a result they tend to drift. The business is managed from day-to-day and goes from one year to the next, sometimes moving forward and sometimes going backwards but, in reality, making little or no progress.

Initially, many start-ups can show considerable progress, as they establish their market position but, more often than not, without a business plan as a blue print, they generally reach an early plateau, from which they find it difficult to progress. To be fair, this suits some business owners but, for many, it creates enormous stress, as they are continually living with a very uncertain future and less personal income than they require. And yet, preparing a worthwhile and effective business plan doesn’t have to be a massive project that distracts the business owner away from the action for too long; and actually, standing back for a short time to work on a business plan, almost always proves highly beneficial for the business and can be very therapeutic for the business owner.

So why don’t business owners stand back more? In my experience, the usual reason is that they think “no one else can do what they do” or no one else can do what they do as well as they do it”. So they micromanage everything and get increasingly bogged down and stressed out. In reality, many of the day-to-day activities can be done quicker and more effectively by their staff, if only the business owner would just let go. I’ve developed this theme in another article but, for the time being, let’s assume that the business owner has let go and is now about to work on a new business plan. How does she or he go about it?

The first thing is to look outside the business and see what’s going on in the market. For most small and medium-sized businesses, this doesn’t require a lot of detailed market research, it’s more about using suppliers, customers, competitors, trade organisations, trade publications and, of course, your own staff, who interface with customers. Using all these sources and any others that may also be helpful, try to establish what’s actually happening. Which market sectors and product groups are growing and which are declining? What’s happening with prices across those market sectors and product groups? What are your competitors doing? What quality standards and service levels are the norm? What technological developments are occurring? What legislative and regulatory factors are likely to affect you? In practice you’ll know much of this anyway; so it’s as much about standing back and putting everything into context and creating a balanced and objective picture, as it is about searching for new market data and intelligence.

The next step is to look at your own business and make an honest and objective assessment of how well it interfaces with the market. Are you capitalising on the sectors and products that are in a growth phase? Are you exposed to market sectors and products that are in decline? Are you under-pricing and giving away margin unnecessarily? Are you over-pricing and uncompetitive? How do you shape up against your key competitors? Where do you have competitive advantages over them? And where do they have competitive advantages over you? Are your quality standards and service levels meeting market expectations? Are you investing in appropriate technologies? Are you complying with all appropriate legislative and regulatory requirements? And are you running ahead of your competitors or lagging behind them?

You can now compare your business with the market by undertaking a simple SWOT analysis (Strengths, Weaknesses, Opportunities and Threats). You’ll very quickly see where your business’s strengths and weaknesses lie and you’ll clarify where the threats and opportunities, presented by the market, are likely to be.

Once your SWOT analysis has been completed, you can start to develop your strategy. Generally, you’ll want to build on areas, where you’re already strong. The more difficult decisions are likely to be around strategies for areas of weakness. How are you going to deal with these? Alongside this you’ll need to consider the threats to the business, from wherever they may come and decide how you are going to meet them. Then lastly, you’ll need to look at the opportunities the market is presenting and decide whether you should exploit any of them.

At this stage, you’ll probably have a lot of potential ideas, which collectively will be unaffordable and which, if you tried to implement them all immediately, would simply overwhelm the business. So you need to start establishing priorities and time frames; and as you do that, you’ll create the framework for your business plan, which would probably be built over a three-year period.

With the framework complete, it’s time to run some numbers, which would normally include projections for sales, profit & loss account, balance sheet and cash flow. The first year of the plan, which is your next full financial year, is likely to become the budget for that year. The second and third years will be increasingly aspirational. So this process needs to be undertaken on an annual basis, which means you’re always working with a business plan on a rolling three year basis.

It is highly likely that the first time you run your numbers, the projections will look completely unrealistic; unachievable, unaffordable etc. So you’ll need to adjust and refine; correcting errors; improving the accuracy of some of your assumptions; scaling some things down; scaling other things up; adjusting time frames etc. until you have a realistic and achievable plan. At this stage you’ll have your road map, with a clear destination and a properly defined route for the business to follow. As I stated at the beginning of this article, it won’t guarantee you success, but it will make success a considerably easier and more likely outcome.

If you haven’t been through this type of process before, you’ll probably need some help. If your business is big enough to employ its own management accountant, he/she should be able to run the numbers; if not, you may need to engage your external accountants. But, in a sense the numbers are the easy part. It’s the development of the strategy that leads up to the point where you can run the numbers that is important to get right. And to do that, you need to debate all the ideas, challenge all the assumptions and make sure that the strategic framework is realistic, robust and achievable. For many small and medium-sized businesses this isn’t always easy because it can be difficult for employees to challenge the boss’s ideas and there is no one else to do so. That’s where you need help from an experienced independent industry expert. Some small and medium-sized businesses have a non-executive director; and this is an area where he/she can play a very important role. If you don’t have a non-exec, there are invariably a number of independent business consultants who could be brought in. However, if this is something you are considering, do ensure that the person you select has had senior management experience within your industry and has a good understanding of your type of business and the market, in which it operates.

Once you have your business plan, it should become a key reference point for you and your management team. It should be the yardstick by which you measure performance and there should be regular monthly reviews to see how the business is performing against the plan. In areas where the business is under performing against plan you’ll need to consider what remedial action is required. Where the business is over performing, you’ll need to consider whether and how this can be further exploited.

Once you’ve started to use your business plan in this way, you’ll wonder how you ever managed before. It will provide focus for many of your management decisions; it will provide direction for your managers and staff; and it will help you to build a much more profitable and sustainable business.

If you’d like to discuss any of the issues raised in this article, in more detail, please feel free to contact me.

Better Times Ahead

Most economic indicators are now pointing to a recovery.

• The economy is growing
• Manufacturing and services are up
• Unemployment is continuing to fall
• Inflation is below 2%
• Living standards are beginning to recover, albeit slowly

Under these circumstances, business confidence is on the increase. However, over the last few years, small and medium sized businesses have had a tough time.

• Profits have been low
• Balance sheets have weakened
• Cash has been under pressure
• Investment in plant, equipment and infrastructure has been supressed.

So, it’s inevitable that many businesses remain very cautious. Nevertheless, as markets continue to recover, businesses do need to gear up; and being over cautious is likely to lead to lost opportunities and being left behind by your competitors.

So Think About Your Business

• Is your business model working effectively and still relevant to current and future market conditions; or does it need to adapt?
• Is your marketing strategy working; or have you been left behind by the fast moving on-line revolution?
• Are your products/services state of the art; or are they getting tired?
• Are your processes and systems as efficient as they need to be; or are they becoming cumbersome?
• Is your productivity as good as it should be; or are your direct costs too high?
• Are your quality standards under effective control; or are you getting too many complaints?
• Is your organisation structure fit for purpose; or has it become dysfunctional?
• Are you supporting your employees effectively; or are too many underperforming?
• Are your customers happy; or are they drifting to your competitors?

In all honesty, very few businesses can tick all of these boxes. Sadly, some can tick very few, whilst the majority fall somewhere between these two extremes and, therefore, have the opportunity to raise their game.

How Can You Raise Your Game?

As an owner, director or senior manager of a small or medium sized business, the first thing you need to do, is to be honest with yourself about the state of your business; good or bad. Then remember that you don’t necessarily have all the skills and experience needed to address the weaknesses your business might have, or exploit the opportunities that the market might present. Recognising that you aren’t superman or superwoman is a strength in itself.

Next, think about how you can spend more time working “on the business” and less time working “in the business”. That probably means more delegation of responsibilities; and remember that a failure to delegate is often more about your own inclination to micromanage, rather than the lack of competency of the people, to whom you should be delegating.

At this point, you can start to take a more considered view about the strengths and weaknesses that your business has, and you can be more objective about the opportunities and threats that exist. So you can now start to plan. Look at where you want to take the business and assess the resources you’ll need. Compare these with the resources you have. Then consider how, and over what time frame, you can acquire the resources you need but don’t have, as well as offload the resources you have but don’t need. This is all about developing a properly focussed strategy; and, once you have this, you can start to work on a more detailed business plan.

Now back to the point about your own skills and experience. For many owners, directors and senior managers of small and medium sized businesses, strategic planning and change management isn’t familiar territory; and if that is true for you, you have three options.

The first is do nothing, carry on as before and chance that everything will turn out alright in the end. It’s high risk but it might just work.

The second is to go it alone and to try and find your way through. If you do that, you may get there eventually, but the chances are you’ll take some wrong turns, get lost, have to retrace your tracks and end up taking much longer to reach your destination, whilst incurring substantially higher costs on the way.

The third is to hire a guide; a business advisor, familiar with the territory, who can steer you to your destination via the shortest and least costly route. Business advisors cost money; but the right business advisor will cost you a fraction of what it would otherwise cost, by the time you’ve taken several wrong turns en-route.

The changing economic climate means that small and medium sized businesses, which have battened down the hatches for the last few years, can increasingly start to take a more proactive position. But most markets are likely to remain highly competitive; so focused strategies, well developed business plans and ever increasing levels of operational excellence are essential to long term sustainability.

The Value of Business Advisors and Consultants to SMEs

I recently circulated an email promoting my services and amongst the replies, I received, was this one: –

Anthony
Many thanks for your kind offer for ————.
Unfortunately X——— was recently placed in Administration but when I “resurface” I may well revert back to you.

Kind regards

Y————

I don’t know “Y” and I have no knowledge of either the business or the circumstances surrounding its demise. But, my immediate reaction was a sense of frustration. I would, of course, be pleased to help Y in the future, as he implied but, if I could have started working with him perhaps a year ago, we could have possibly turned his business around and prevented this tragic outcome. Y’s prospects would now be considerably better and his employees would still have jobs.

To be fair, Y may have brought in business advice and support and it may not have worked. But, in practice, many struggling businesses don’t or, if they do, they leave it too late. And that’s the basis of my frustration.

When an established business fails, it is very rarely a sudden event that comes completely out of the blue. It normally happens after a comparatively long period of decline that could, in some cases, take several years. In fact, it never ceases to surprise me how long some businesses hang on before they eventually succumb to the inevitable.

Businesses that are institutionally owned or part of larger corporates, generally have structures and processes in place that are better able to identify potential threats at an early stage; so remedial action can be taken long before any serious harm is done. If CEOs and management teams are found unable or unwilling to respond appropriately, they are replaced. It’s a fairly clinical process; albeit not very pleasant, if you’re the person being fired.

In the case of owner managed businesses, these structures and processes aren’t normally as robust and often don’t exist at all. So the identification of weaknesses and threats tends to be left to the owner manager plus, perhaps, a small team of directors working for him/her; and this isn’t always easy because their main focus is managing the day to day activities of the business, which can often obscure some of the more strategic and broader based issues.

However, irrespective of the ownership of the business, threats and weaknesses need to be identified and addressed at the earliest opportunity to prevent a crisis from arising. If this doesn’t happen, the number of options starts to reduce, profits decline, cash becomes tighter and the ability to fund the change programme, that is needed to achieve a turnaround, is undermined. The business then slides inexorably towards collapse.

Owner managed businesses tend to be more susceptible to this problem than institutionally owned businesses or those that are part of larger corporates. This is partly for the reasons I’ve already explained – lack of focus on strategic factors – and partly because owner managers can sometimes become overwhelmed and unable to find solutions.

There is also another factor that needs to be considered.

If a management team has been running a business that is either in crisis or which is sliding into a crisis, it is unlikely that the same management team, on its own, will achieve a turnaround.

There are, undoubtedly, exceptions to this but, generally, it holds true; and it is one of the main reasons why CEOs and other senior directors of institutionally and corporately owned businesses are replaced.

For the owner managed business, the position is, in many ways, more difficult. An owner manager is unlikely to fire him/herself; and even if he/she did, who is going to run the business in their place? However, if the owner manager has managed the business, as it has declined, the chances of him/her turning it around, on his/her own, are not great. If the skills and experience had been there to do so, the decline would have been arrested much earlier.

Let’s now consider why businesses get into trouble to start with. A successful business creates and maintains a sufficient level of competitive advantage in its market(s) to remain sustainable. The really successful ones develop strategies that enable them to build on this and increase their competitive advantage over the medium and longer term. A declining business may have created significant competitive advantage in the past and maintained it for a time, but its decline indicates that it is now losing whatever competitive advantage it may have created.

Competitive advantage isn’t just getting things like price, quality, delivery and service right; as important as those factors are. It is about creating advantages over competitors across a whole range of factors that are important to the market concerned. However, markets are continually changing; so something that provided a competitive advantage yesterday may not do so today; but something else might. So businesses need to be continually adapting in response to the market. It’s a journey without an end. For anyone interested in reading more about competitive advantage, I have written an earlier article, which you can read at: –

https://anthonypratt.wordpress.com/2011/11/30/competitive-advantage-what-is-it-is-it-dangerous-does-it-hurt-do-i-really-need-to-understand-it/

Markets go through their various cycles of growth, maturity and decline; economies go through cycles of boom and bust; and the time frames of all of this are often inconsistent and unpredictable. In the right conditions, when a market is buoyant, the strongest businesses will grow, prosper and make large profits; and most others will survive reasonably comfortably; but, even in these circumstances, there will be some that just can’t make it work and which fail. However, when market conditions become adverse, the strongest businesses will still grow and prosper but they will mainly do so by taking market share from the not so strong. As a result, for many that were previously surviving comfortably, survival starts to become more challenging and, for the weaker businesses, survival becomes very difficult and increasingly impossible.

Let’s now consider a business that has been reasonably successful and surviving comfortably but which starts to see its performance decline, as market conditions change. There are really only two possible outcomes.

The first is that it responds to the changing market circumstances, adapts appropriately and remains successful, albeit with a bit of a blip, while it grapples with the change that was needed.

The second is that it doesn’t respond or responds inappropriately and continues to decline.

For the first outcome to be achieved, there is a prerequisite that the business correctly identifies the changing circumstances in the market and that it then develops appropriate strategies to address those changes. Identifying the changes is often reasonably straightforward because there is usually plenty of discussion about it within the particular market and its trade press. Developing appropriate strategies to address those market changes is much more difficult and usually involves a degree of risk.

This is where institutionally owned businesses and those owned by larger corporates often have an advantage. The CEO and directors have access to external resources that can support the business financially through change programmes and provide a broader base of experience. This combination means that new strategies and change programmes are likely to be more robust and incur less risk.

For the owner managed business, the challenge can be much greater. Limited resources mean that you can’t afford to get it wrong. But there is often much less experience available, other than that of the owner manager and his/her team; and there can be a very limited capability of testing and challenging the strategies that are developed. So the risk of getting it wrong tends to be higher.

The risk of change can also lead SMEs to do nothing, which, set against changing market dynamics, can actually be just as risky or, in some circumstances, even more so.

When you start to think about all of this, from the perspective of an owner manager, it can all become very daunting and can lead to inertia, inappropriate strategies and panic, all of which, in the face of changing markets, leads towards administration.

This may all sound very gloomy; so we must remember that most owner managed businesses don’t fail and a minority remain very successful indeed; although it’s probable that the majority underperform and never achieve their full potential. But there are also a considerable number of owner managed businesses, for which the scenario I have painted is very real. So how can you prevent your business from being one of them? And how can you ensure that it achieves its full potential? I would ask you to consider the following points: –

  • Ensure that you have enough feedback from the market to know what is going on in it and the trends that are developing. This doesn’t necessarily have to be in the form of expensive market research. But most businesses have some form of sales function, which is out and about in the market; so listen to it. Similarly listen to suppliers. Read the trade press; attend trade shows and exhibitions. And network; keep talking to people at all levels and in all sectors of your market. Then bring together appropriate groups of your own employees, at regular intervals, and maybe invite an outsider or two, with relevant experience; throw everything into the pot and then distil out the facts from the fiction.
  • Make sure that your business is responding appropriately to the facts i.e. the changes in the market that are definitely happening; but maintain a watching brief on the fiction until it is either confirmed as a fact or is dismissed as being incorrect.
  • Be totally objective and non-partisan about the competitive advantages that your business has in the market place. How real are they? How important are they to your customers? How does each competitive advantage, you have, rank against those of your competitors? In each case, are you gaining ground or losing ground? Are some of the competitive advantages that you have declining in importance in the market place? Are you developing competitive advantages that are increasingly important to the market? Do the competitive advantages you have cover a broad enough spectrum or are they too narrow? Are you developing new competitive advantages that expose weaknesses in your competitors? If you have the answers to these questions and others like them, you can begin to understand the direction, in which your business needs to go.
  • Develop, a “Business Improvement Plan”. This should have short, medium and long term goals. The medium term goals should move the business in the direction of the long term goals and the short term goals should move it towards the medium term goals. It doesn’t matter how strong and successful your business may be, there isn’t a business in existence that couldn’t do better somewhere or somehow. And a business improvement plan is a template that will under pin progress. However, a business improvement plan needs to be dynamic; and if market conditions change or the business’s circumstances change, the plan must be adapted accordingly. Moreover, the plan should, at all times, guide the decision making process so that the business is heading resolutely towards the achievement of its various goals and milestones.
  • When things don’t go according to plan, as so often happens, face up to it sooner rather than later. CEOs, owner managers and directors all tend to put a lot of personal kudos behind the various strategies they implement; and it can sometimes be very hard to accept that you’ve got it wrong. I’m not suggesting that you should change course every time there is a hiccup but, as patterns start to emerge, don’t allow yourself to start tilting at windmills; if you do, your business will soon be on the slippery slope. When things start to go wrong, the sooner you act, the more options you have, on which to base a recovery and the more likely you are to turn the position around.
  • Think very hard about the resources and experience you really need; and don’t penny pinch. This is particularly relevant to owner managers, who all too often spoil the ship for a ha’porth of tar. However, don’t be over ambitious with your objectives and ensure that they are within your ability to resource.
  • Bring in external help and support to plug the experience and skill gaps that your business inevitably has.

The seventh point is probably the most critical because it is fundamental to the achievement of the first six.

For most SMEs, external help and support can probably be split into three types, namely: –

  • The outsourcing of specific services
  • Mentoring, coaching and training
  • Business advice and support

The outsourcing of services refers to such things as IT, HR, Health & Safety. In some cases, it may also include operational activities such as logistics.

There are arguments for and against outsourcing of this type; and there isn’t a “one size fits all” answer. But most businesses, in this day and age need efficient IT systems, good HR management and a keen focus on health and safety. But smaller businesses often struggle with the half person syndrome, where they can’t really justify a full time person; so outsourcing may be the answer, particularly if it can provide a much broader base of skill and experience. What is crucial is that these services are comprehensive, appropriate, efficient and cost effective. And my advice is to be open minded and objective about how this is achieved.

Mentoring, coaching and training are often overlooked by SMEs because they can’t afford them and they’re “nice to haves” not “need to haves”. However, as you build the skill sets within your business over those of your competitors, you increase your competitive advantage; and the bigger the gap in skill sets that you can create, the bigger the competitive advantage you develop. Many owner managers accept the need for staff training but relatively few think about their own training and development. Yet, this is actually at least as important, and probably more so, because the consequences of their decisions and leadership are likely to be much more profound than those of their employees. More owner managers are now beginning to engage business coaches and mentors to help them develop their own skills and competencies; and most who do acknowledge that it helps them enormously and adds real value to their businesses. However, if this is the case, the gap between the coached and the uncoached will open up giving an increasing competitive advantage to the coached. So like it or not, the pressure on owner managers to “up their game” is now increasing.

Business advice and support can be achieved through the engagement of non- executive directors, management consultants or a combination of both. The difference between this type of service and that delivered through coaches and mentors is that business advice deals with the development of strategies and processes for the business, whereas coaching is concerned with the development of the individual director or owner manager.

Businesses that are institutionally or corporately owned are monitored, supported and evaluated, in many different ways, by external shareholders. Wider external skills and experience are available by default, as is a significant degree of objectivity. Pressure can also be brought to bear on CEOs and management teams to address weaknesses and threats. None of this is true for most owner managed businesses; and it can undoubtedly give institutionally and corporately owned businesses a significant competitive advantage over them.

It is for this reason, that owner managed business should at least consider the engagement of some form of external support, of which there are probably three different types.

The first is regular advisory input to develop strategies, structures and processes; to monitor performance, identify threats and opportunities; and to provide general advice across a wide range of business and management issues. This type of advice will draw on broad based experience that is gained predominantly from outside the business concerned. It will be more objective and will act as a balance against the more subjective, more intense but narrower field of experience that exists within the business. If structured correctly, this will deliver more robust strategies, stronger financial performance, improved competitive advantage and greater long term sustainability. A good non-executive director or a competent business advisor should be able to provide this type of service on the basis of a few days per month; so the cost does not have to be high and the potential advantages are substantial.

The second is project based consultancy. This is where a business may have a particular problem or issue or wish to develop an opportunity that has arisen. There may be insufficient skills or resources to tackle whatever it is; so outside help is required. In these circumstances, the choice of consultant will be determined, to a very large extent, by the nature of the issue involved. A production related issue will require appropriate production skills and experience; a logistics issue will require appropriate logistics skills and experience; and so on.

The third is where the business is under performing and facing an increasing risk to its long term sustainability. Unfortunately, this is a far more common problem than many of us would wish and, in far too many cases, is not being addressed. Under these circumstances, a consultant would undertake a full review of the business, identify, quantify and qualify the threats and weaknesses and develop strategies designed to address those strengths and weaknesses, as well as strengthen the business’s competitive advantage. In many instances, consultants will also be able to help manage the implementation of the change programme.

In practice, a business review of an underperforming business or a project based consultancy may be undertaken on the recommendation of a non-executive director or business advisor. Similarly a project based consultancy, the appointment of a non-executive director, the engagement of a business coach etc. could be an outcome of a business review. So all of these means of help and support can be interlinked to produce the desired outcome. But this is where, for many owner managers, things can become confusing and appear to have the potential to run away with the cash. So I’d like to finish this article with a few words about how to select the support you need and how to keep control.

If your business is performing well, you’ve been growing and developing it successfully, you have good market feedback, you’re developing strategies to address market change and exploit market opportunities, then you have a great business model. So whatever you are doing doesn’t need fixing; just carry on and don’t be tempted to hire people that can’t add any more value. However, if you’re in this position, you’re almost certainly amongst a fairly small minority.

If, on the other hand, you could, with the right kind of support, build a stronger and more successful business or turnaround an underperforming business, then you would be well advised to consider the type of support you need.

Is there a particular part of the business that is weak and letting down an otherwise strong organisation? If so look for expert help in that area and bring it in.

If you personally feel out of your depth and are struggling, then perhaps some form of business coaching or mentoring would help. Or perhaps you should engage a business advisor or non-executive director to provide advice, act as a sounding board and oil the decision making process.

If the business is struggling strategically or operationally, perhaps a business review would help give it some direction and focus, particularly if this was followed up with the development of a business improvement plan.

However, the problem for many owner managers is that they know that they need some support but find it difficult to establish what kind of support would be best for them. If this is the case, a business review can be very useful because, it will take an objective view of the business, including the role and contribution of the owner manager. And one of the outcomes should be the type of support, from which the owner manager would benefit.

So in essence, if you’re clear about the type of support you need, go for it; if you’re not, consider an external business review and let that guide you.

However, whatever type of support you require, remember that you are searching in an unregulated market. There are some excellent practitioners, who will be able to help you but there are also some not so good ones. So do a proper search, make sure that the people or firms, you select, have the appropriate experience and track record; and it’s usually best if they have, at least, some knowledge and experience of your industry sector.

Finally, fees are normally based on daily rates plus expenses. What is important isn’t the daily rate; it is the added value in relation to the total cost of the service. If one consultant charges half the fee of another but takes three times as long to deliver and creates only half the added value, he/she will have ended up charging more money for a lesser result, even though the daily rate was much lower. It’s a bit of a minefield and, within reason, its best to make a judgement based on your confidence in the consultant to deliver the outcome you want, for a cost that is acceptable, rather than the headline daily rate.

I hope that you’ve found this article useful; and I’ll be pleased to discuss my own consultancy services with you at any time.