Growing pains are a challenge for many small business owners. It is a necessary part of getting to the next level in business. It forces us to address things that we are not aware of or do not want to acknowledge yet. The good thing is I believe we are capable of weathering the storm. Here are a couple tried and true tips you can use today.
- You are going to have to SAY NO to things. Only you can decide what these are, but they will be both personal and professional things. Personal sacrifice is required at times in business in order to move forward.
- Own the situation. Customers only want to know what you are going to do to resolve the issue. There is no need to overshare, over apologize, or over explain. Simply put: “Due to the xxxx, I apologize for the delay in xxxx. Moving forward I will xxxx, within xxxx days. I appreciate your xxxx and look forward to xxxx. Thank you for understanding!” Customers respect honesty, accountability, and action.
- Increase your window for work and response times. Many times we underestimate the amount of time it takes in order to make people happy with quick responses. Customers want realistic expectations. Under promise and over deliver.
Even Fortune 500 companies get swamped with customers. Challenges and failure do NOT define you. How you choose to respond defines you.