Both small business and large corporations require building and managing relationships. The relationships with your customers, employees, vendors, mentors, family and friends all impact the success and operations of your business. Managing these relationships well and keeping an eye out for issues creates a business that runs more smoothly.
A transparent, open work environment breeds the best relationships. Operating with integrity puts you in the position of not being challenged when it is time to have a difficult conversation with an employee or vendor. Allowing people to safely air their concerns when they arise is also crucial.
Customer relations are the heart of your business. Staying in contact with your customers allows you to troubleshoot and put out small fires before they consume your business. Admitting error and correcting course quickly actually increase loyalty versus making no errors at all! The old adage “the customer is always right” mostly stands and it is important that, at minimum, they feel that way.
Though you couldn’t operate without your vendors and suppliers, they can be a source of frustration. When they encounter problems, it impacts your business and customer satisfaction. Let vendors know early on what your expectations are and how you’d like problems handled. When you do encounter a problem, explaining how your business was impacted helps the vendor not feel attacked. Address problems early and don’t let issues build, but if they do, always keep your eye out for a replacement.
Your employees are the backbone of your business. They are free marketing, customer service and support for you. Provide them with a solid understand of their role and how it fits into the business’s overall success. Be available to listen to ideas and concerns. Learn to identify the early signs of an unhappy team member because they can infect the entire business culture with negativity.
You cannot make all employees happy, but by providing challenges, proper rewards (not always salary or bonus), and some flexibility you may be able to positively improve their work life. However, some times hiring mistakes are made or an employee’s performance is deteriorating for some reason that you cannot impact. When an employee is impacting your business, you serve your customers, your team and often the employee by terminating the relationship. By following proper employment law and your human resources policies, you can feel confident when you make this difficult decision that it was the right thing to do for all concerned.
A group of individuals who are often forgotten, but are also impacted by your business are your friends and family. A small business can inadvertently consume your mind, your free time and impact your personal life. It may be too late for your particular circumstance, but it is helpful to paint a very realistic picture of what to expect in the first several years of your business. Allow friends and family members to discuss their concerns with you freely and, as much as possible, set boundaries and delegate to prevent yourself from working an unreasonable amount.
Relationships are at the heart of your business. Keeping an eye open for early signs of problems and responding quickly can help these relationships run well. Always be appreciative to those who support your business ventures and you are more likely to encounter success.
With 30+ years consulting experience, Steven Schlagel provides training and coaching for startups, entrepreneurs and small business owners. Check his site for more articles to increase your success!
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