Operations

Common Mistakes to avoid as a Startup

Entrepreneurs invest both financially and emotionally in their businesses whether overseeing a team of Two (2) or One Hundred (100).  They are self-motivated and enjoy a challenge at meeting the specific needs of their customers. These businesses, often founded on the basic concepts of innovation, organization, and vision are not without risks, which could be internally, and externally generated ranging from financing to market fluctuations, and competition. These risks notwithstanding, the entrepreneurs can still operate effectively in a risk-filled environment, when they are armed with the right information. This article highlights the common mistakes entrepreneurs often make in their businesses, with a view to equipping these business owners with the information vital for business sustainability. These are the ten common mistakes you often make as an entrepreneur: Choosing the Wrong Business Structure – Registering a business entity is the first step you take before starting a business. However, many entrepreneurs fail to do this, or sometimes when they do, they register the wrong entity. It is important to have the right structure in place. No Founders’ Agreement – Many entrepreneurs end up having issues with their co-founders because the terms of the relationship were not clearly defined. It is advisable to enter into a Founders’ Agreement clearly stating the terms, and vesting shares to the co-founders at a later time to protect the interest of your company. No Intellectual Property Protection – Many entrepreneurs fail to protect their ideas and inventions. They get carried away with the excitement of having created something novel and do away with registering at the applicable registry. It is important to register your intellectual property. No Business Plan – It is said that many entrepreneurs are sometimes not businessmen. They have innovative ideas but do not think of how to turn those ideas into scalable businesses. A business without a proper business plan has failed from the beginning. Thus, it is important to have a business plan highlighting all the business goals and the timeframe within which they should be fulfilled. In addition, it is important to have a business plan as this is the first thing an investor will look at to consider if the business is worth his investment. Neglecting Regulatory Compliance – Many entrepreneurs ignore strict compliance to the regulatory framework and this gets them into trouble. It is important to ensure that your taxes are properly filed; the required licenses (if any) are acquired, and the conditions required by law for a particular industry you operate in are met. No Employment Contracts – Entrepreneurs when starting a business fail to enter into employment contracts with their new hires. It is important to have a contract highlighting issues on salary, Intellectual Property ownership, and assignment, non-competition, vesting arrangement, stock options, and so on. Have an experienced lawyer prepare a standard employee contract for your company. Getting in Bed With the Wrong Investors – Many entrepreneurs raise funds desperately and do not carry out their due diligence on the investors. When you raise funds desperately, you tend to overlook some issues or give equity in your company away without properly considering the implications it would have on the company later on. It is advisable to raise funds only when you need it to simply build upon what you have. Not Having Standard Contracts – It is important to get all your standard legal documentation in place such as your Non-Disclosure Agreements (NDAs), terms and conditions, etc. Not Keeping Accounting Records – The majority of entrepreneurs fail to do this. It is important to keep records of every penny that goes in and out of the business. This will not only give your business integrity in the eyes of your investors but will also help you monitor how well your company is doing. Not Having Experienced Lawyers – Entrepreneurs have a mindset that it is only when they desperately need a lawyer that they get one. It is important to get a lawyer (not just any lawyer but one experienced with startups, the ecosystem, and your industry) to guide you from inception through the scaling. Sustaining a business takes hard work and dedication embedded in a bespoke business model that has the potential to stand out in the marketplace. However, the very purpose of these businesses which is profit-making can be defeated in situations where the employers are not proactive enough to overcome some avoidable mistakes. Read Also: Ten Marketing Tips for Startups

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Entrepreneurs and Customer Service Delivery

Entrepreneurs, customer service delivery begins with You! Not every purchase will work out well!  Agree? Every business owner must accept this reality so that they can channel their energies properly. Let’s look at the possible reasons why you may not make that sale. 1. Your Customer Avatar –  Do you have one? A great number of small businesses fail to see the need to create a customer avatar. There is also the understanding that many local business owners may not understand what a customer avatar is so I ask, what customer pain is your product or service addressing? If you can answer this, you’re already building a customer avatar. Next, question – Is your product or service properly aligned to address this customer’s needs? If it is not, what are you doing to ensure it is well-aligned? It could also be that you missed a sale with an existing customer, have you taken time to find out what went wrong? According to Forbes, you not only create an ideal customer avatar but you can also discover one. 2. Response Timeline Having an online presence for your business is fantastic because COVID-19 has opened our eyes to the treasures of the online market but then it has also presented business owners with another problem – highly impatient customers!  I have been disappointed times without count by businesses with a large social media followership but with terrible response timelines. If you have a social media page for your business, how do you cater to customer inquiries made when you’re not online? You’re leaving lots of money on the table if you don’t have a strategy to address this. 3. Selling Skills Some people are born with the ability to convince others that stone can be melted to form water and that water can become a human being! Yes, this is me pushing my imagination but you get my drift? Some people are that good while some need to acquire the skill. You can’t make a sale if you cannot convince customers of how your product or service can ease their challenges. The fact that you are an entrepreneur does not mean that you do not need further education. What you would be thinking of is the magnitude. The advancement in the use of social media has opened up avenues for people to offer coaching services at an affordable price. Get a business mentor that will guide you on how to sell better. You will be amazed at how much the knowledge gained will change your business for the better. 4.  Employee Experience If you are in the habit of barking orders at your employees, you’re not doing your business any good. Do you know that your staff are the first customers to your business? Do you know that your employee experience translates into your customer experience? “When employees are happy, they are your very best ambassadors” – James Sinegal Strategies for improving customer service delivery As a business person, ensuring that your business stands out in excellent customer service delivery should be at the forefront of your business growth strategies. You might be in a market saturated with competitors but not all will serve the customer in the same way. Here’s where you should aim to stand out positively. The following tips are to serve as a guide for you to design your customer service approach: It all begins with a smile: If as a small business owner your countenance does not encourage amiability or approachability, you are sending the wrong message. There is a tendency that your staff will take it as a norm and behave the same way to your customers. The art of saying “Thank You”: It is only humane that you express gratitude to the one who makes your life easier by helping you grow your business. The gratitude shown to your staff at any given opportunity rubs off on them and indicates that you see them as co-creators a sense of respect Your poor attitude may be killing your business without you realizing it. Customers are watching your every move. How you conduct your business says a lot about who you are. No one pours from an empty cup. When you champion the cause of excellent customer service as a business owner internally through your workers, your customer will keep coming back.

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Thriving Through Disruptions – Tips for Startups

In a constantly changing and evolving business environment, business owners, entrepreneurs, and business managers are always seeking innovative ways to manage threats that could potentially ruin their business.  Growing a business entails creating solutions to everyday problems such as constantly identifying your target market in order to increase your revenues, sourcing suitable talents as employees, ensuring efficient business operations, and surpassing client’s expectations with minimal resources. There are however the not-so-everyday challenges that businesses must respond to; these sometimes come in form of disruptions and they have the potential to suddenly change the way a business has been operating. Disruptions can generate positive results especially if a business is built to respond and not only react to sudden changes. Disruptions could come in the form of infrastructural changes which can impact the physical location of a business, the shutdown of a supply chain, entry of a competing business in the market, regulatory changes, etc. In recent years, startups and even established businesses have had to grapple with disruptions from the covid-19 pandemic, change in government policies, regulations or laws, and technological innovations. Irrespective of the model of disruption, businesses should be built to anticipate, respond and thrive through the uncertainties that disruptions bring. In Nigeria, disruptions caused by changes in government policies and regulations have been the bane of many Startups. Notable examples include the ban on motorcycle and tricycle operations by the Lagos State Government, CBN restriction on the use and trade of cryptocurrency, the restriction placed on Fintech companies by the Nigerian Securities and Exchange Commission, prohibiting these companies from offering foreign securities (listed on other countries stock exchange) via their digital/online platforms. We cannot forget the most recent regulatory disruption – the suspension of the use of the Twitter app in Nigeria which has not only disrupted the marketing strategies of many startups but also thrown spanner in the works of alternative customer service channels used by many businesses in Nigeria. Disruption has the potential to cripple business operations but businesses can be proactive to ensure that they remain adaptable to take on any challenge posed by such disruptions. Some tips for adaptability are: Business Diversification- Having a single product line in a volatile business environment may not be advisable. To survive, Startups can begin to diversify their businesses by offering new products/services to their target market. It is also important to diversify different segments of your key operations. This for instance could be by having multiple supply chains, different communication channels for customers, and different marketing strategies for different customer segments. Business Model Reinvention: Businesses must ensure that their business models are flexible and innovative to enable them to enter into new markets. Reinventing the business could mean connecting with your customers and clients using technology in order to expand your reach or packaging your products differently using different brands. Explore possibilities of partnership: Businesses can explore the opportunities of collaborating with existing businesses using integrations. You can collaborate with your suppliers, retailers, or other businesses, thus creating complementary products/services. This collaboration can also lead to the creation of a diversified product/service for a different market. Constantly analyze the business environment: In order to predict disruptions and act in time, businesses need to analyze both internal and external operational risks which can hamper their operations. Businesses must simulate possible disruptions, and create make-shift solutions which can ensure that the negative effect of disruptions is better managed. Businesses can also have a business disruption and continuity plan. Seek professional Advice – Businesses can engage professionals who will help them identify the inefficiencies in the different segments of their business. Professional advisors can also help businesses put in place mechanisms that can make a business better suited to adapt to disruption. For instance, for regulatory disruptions, a legal professional can engage the regulator so that the regulator is better able to appreciate the non-traditional business models in that industry. Disruptions to your contractual transactions and relationships (e.g non –performance of contractual obligations due to the pandemic) can equally be managed when armed with sound legal advice. Businesses must come to terms with the fact this is a disruptive age and any business which will be sustainable must be built to adapt to change and respond quickly to challenges using innovative techniques.

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How to Determine Your KPI

“KPI influence management behavior as well as business culture”– Pearl Zhu KPI (Key Performance Indicators) are the quantifiable outcomes that are used to measure performance. They are used to gauge and determine achievements in comparison to others. It allows you to determine your performance vis a vis your objectives and goals or peers.  Your KPI can be financial-focused (eg revenue), customer-focused (eg customer satisfaction or retention), and/or process-focused (eg operational efficiency). When determining your KPI, the first thing to ensure is that your KPIs are SMART; Specific, Measurable, Attainable, Relevant, and Time Specific. Your KPIs also need to be evaluated and reevaluated consistently to ensure SMARTness. Another element to consider is to ensure your KPIs provide clear information about your progress. They must be able to track and measure efficiency, quality, and thoroughness in addition to performance over time. They must help you make informed decisions – KPIs have to be actionable and lead to overall company goals.  The first step in determining KPIs is to define your goal, then you will need to define actions that will help you achieve your goals and finally ways to measure the success of these actions. Here are some questions to ask to help you determine your KPIs What is your desired goal? Why is this goal important? What do you need to do to get to the goal? How are the actions going to be measured? How would you know you have achieved your goal? How often will you need to review your progress on your actions? Some examples of measures include revenue growth, revenue per client, profit margin, client retention rate, customer satisfaction score, customer effort score, net promoter’s score, and so on.  As mentioned, KPIs must be actionable, they must lead to informed decisions. When presenting your KPIs to stakeholders ensure you show your business objectives, your past performance, your current performance, your future targets, and rooms for adjustment.  Contact Versa Research your trusted data, research & consulting partner!

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