25th August 2011

Survive or Prosper - Part 3: Will my Business be there when I get back from holiday?

Dear Jeremy

This is a question many people ask themselves before they go away, more while they are away. Almost everyone asks themselves "What will I find when I get back?"

The answer of course is different every time and as I put fingers to keyboard the TV & newspapers are full of the effects of the recent riots in London & elsewhere. Countless lives have been affected and many businesses damaged.

The rioting has been an exceptional circumstance, so too have unusually cold / wet weather & heavy snow. But almost everyone goes on holiday & plans to do so. In fact most people spend more time planning their holiday than for the success of their business!

So why not start with a list?

1.       How can I stay in touch with what is important while I am away?

2.       What do I want to know about?

3.       How might others handle what I would normaly do?

4.       How much authority will I delegate & to whom?

5.       What issues do I need to sort out before I go?

The generic answer is to ensure that Business As Usual (BAU) can continue, that you can exercise as much control as you would if you were there & you will not wish that you had never been away when you get back!

So how to achieve this?

1.       How can I stay in touch with what is important while I am away? The emphasis here is what is important- often the subject line in an email will be a guide to this:

a.       Setting up your smart phone ( assuming you have one) to receive your business emails is easy and not expensive-but you will need a data deal from your mobile provider. This is fine if all you need to do is read something but typing a long reply can be very time consuming and frustrating.

b.      If you may need to review a spreadsheet or edit a long document a bigger screen makes this easier- so using a portable laptop, net book or tablet with remote access to your business (and personal) email might be more convenient

c.      Using an out of office response to your business emails inviting people to call you on your mobile if it is really urgent or otherwise referring them to a colleague (quoting email address and telephone number) may be enough

d.        If going abroad check out Wi-Fi arrangements at your hotel and using Skype or similar for calls will be much less expensive than your mobile – and may work when this does not!

2.        What do I want to know about? This needs some thought and discussion with colleagues but for many people it might tend to be an issue with their biggest customer or client or some local disaster which affects how your business functions ( riots etc for example)

3.       How might others handle what I would normally do? This ought to be part of BAU and relate to all the elements of business that you deal with personally.

a.       Examples might include someone else shadowing your biggest clients, being aware of your intended actions and thinking about their latest project

b.       Colleagues being encouraged to take as wider view than strictly necessary to do their day to day job

c.        Having a succession plan and training staff to ensure that each role is covered three times to allow for unexpected absences

d.       Ensuring IT systems are backed up properly (and that the restore arrangements are tested to ensure they work) particularly if this is something you usually do.

e.       If you are the person who answers your main business telephone number arrange for someone else to do this! Maybe a temp or a Virtual Assistant or a messaging service if you do not have anyone else on your payroll available. Having a number that you can divert makes this easier. Most non geographic numbers (0845 etc) come with this ability.

4.       How much authority will I delegate & to whom? Answering this can sometimes be very simple when you think about it but remember the idea is to achieve a balance between control on the one hand and coping day to day without unnecessarily interrupting your holiday on the other:

a.      Salary or trade payments can often be transmitted for payment on a future date so you can authorize before you go away.

b.       If you are taking a laptop with you then using your normal security procedures will allow you to authorize bank payments remotely (subject to an internet connection).

5.      What issues do I need to sort out before I go? Only you can really know the answers to that-and it probably means making yet another list!

a.       Perhaps starting with remote access to email and swapping your old brick for a smart phone!

b.       Setting time aside in your diary to be able to deal with the items on your list

Whatever you do, do something and you will benefit. Not just in terms of your planned holiday but from the way your business can function when some of the things you cannot necessarily plan for happen!

Tip of the Month

Great customer service is sometimes just saying the right thing with a smile!

Last month’s Leatherhead Chamber Breakfast was hosted by Unilever and as part of their green transport plan many of us caught the shuttle bus from the station to their offices. Getting off the bus and thanking the driver who responded “you’re welcome” in a cheery voice. Arriving at reception a pleasant greeting from Security who tell me that a colleague will be with me in just a few minutes, seat me in Reception and then comes by when going off shift to tell me about teas and coffees and where the Men’s room is. I thank him and he says “You’re welcome “! I was certainly made to feel very welcome as indeed all of us were.

Contrast that with thanking someone who has sorted out something for you only to be told” No problem” which immediately reduces / devalues whatever they have done for you and induces a negative feeling!

If you have any questions, want to talk through your ideas, or want some help in looking at any of the above issues please call SatNav4Business on 0845 468 1 468, email success@SatNav4Business.com or complete the contact form at www.SatNav4Busienss.com

As ever we provide an initial meeting (virtual or face to face depending on timing etc) of an hour for Newsletter readers- thirty minutes for everyone else.

We hope to see or hear from you soon

Jeremy, Jerry and Steve

Wherever you are on your business journey SatNav4Business can help you to arrive at your chosen destination!

From free downloads. Fact sheets, guides, reviews and online support to workshops and in depth face to face bespoke solutions, the choice is YOURS... 

Dates for the Diary

Merton Chamber Creating a Website Workshop 8th September 09.30 – 12.30 Tuition House, 27-37 St George's Rd, Wimbledon SW19 4EU

This workshop is aimed at setting you on the right path so that you will leave with enough knowledge to know what steps you need to take, how much you need to spend and what you will gain from venturing into the online world.

TOPICS COVERED

• Choosing a domain name and how  
  to register
• Choosing a hosting plan, what it
  covers and how much it will cost
• Building your own website – pros
  and cons
• Developing your website spec
• Keeping your site ‘live’ and current
• Search Engine optimization
• Plus overviews of Blogging,
  Facebook, Twitter, E- marketing and
  more

Cost Members £25, Non members £30 both +VAT Book at www.mertonchamber.co.uk or call 020 8944 5501

Surrey IoD Guildford PubHub Thursday 8^th September 18.00-20.00

The previous informal get togethers in Guildford, Dorking and Reigate have been most successful and the idea is to offer a monthly opportunity for informal networking across the branch catchment area. Come and unwind after work and enjoy a relaxing drink at the Boatman, Millbrook, Guildford GU1 3XJ.  Free event, cash bar, no need to book.

Surrey IoD Reigate Breakfast Club Friday 9^th September 07.00 for 7.20-8.59

Bridge House Hotel, Reigate Hill, Reigate RH2 9RP The purpose of these breakfasts is to enable people to shape and lead their business or businesses better in all respects not only through their formal business role. Put another way these breakfast events exist and are structured to help people work on and not just in their business.There is always a discussion topic and this makes the 8.59 Club quite different from many other events. Try it and see! Members £15+VAT Non Members £25.00+VAT. Book on 02380 266548 (members can also book at www.iod.com )

Merton Chamber: 12th September 2011: 09:30-12:30 hrs Tuition House, 27-37 St George's Road, Wimbledon SW19 4EU

What is the worst thing that could happen to your business?

Business Continuity Workshop

None of us could have seen the recent disturbances coming; and many were caught out by the snow last winter.  So, is your business prepared and able to operate in a crisis? In this workshop  you will draw up an action plan by identifying vital aspects of your business, the weakest links and measures to take to ensure your business can continue to operate.

Produce a five point plan to help you achieve your own business continuity plan:

1. What is crucial to keeping your business going?
2. What are the most likely and greatest risks?
3. What to put in your plan
4. Assessing worse case scenarios
5. Testing your plan

The workshop will be run by Diana Sterck and Helen Clark Bell from Merton Chamber, who have worked closely with Merton Council, the Police, the Fire Service and local businesses in the past few weeks and have practical hands on experience of drawing up a business continuity plan.

Price per delegate (Members):£15.00 + VAT (Non-Members):£50.00 + VAT

Call: Caroline Cook on 020 8944 5501 or Email:caroline@mertonchamber.co.uk

Surrey Chambers East Surrey Business Breakfast Tuesday 13^th September 08.30-09.30

Epsom Golf Club, Long down Lane South, Epsom KT17 4JR.

Come and join in at these regular informal breakfasts. There are no speakers, they are designed to give you a regular opportunity to meet and discuss local issues and widen your own network of customers, suppliers, neighbours and competitors. It’s a great way to start the day, meet new people and get well fed into the bargain

Members £14, Non Members £22 book at www.surrey-chambers.co.uk

Kingston Chamber Networking Breakfast Thursday 15^th September 08.00-09.30 at The Surbiton Flyer, 84 Victoria Road, Surbiton KT6 4PD

Owned by Richard Sealtiel of Gordon Bennett bar and kitchen on Maple Road, this is his second offering.  He is joined by Chef Kalin Stoykov and renowned bar manager James French.  The Flyer is located next to Surbition Station and offers exceptional homemade rustic dishes in a timeless public house setting.

This event is sponsored by Howell-Jones LLP

With the balmy summer days behind us, join us for a superb hot breakfast with Richard and his team. Bring plenty of business cards and don’t miss this opportunity to network, meet new contacts and speak about your business.

Cost: Members £20.00, Non Members £30.00 Book at: www.kingstonchamber.co.uk

Surrey IoD Wine tasting and Networking Event Friday 20^th September 19.00 - 22.30

Denbies Wine Estate, London Road, Dorking RH5 6AA   
        

Indulge in a tasting of wines tutored by a Denbies wine expert.  This promises to be a lively event guaranteed to challenge and enhance everybody’s knowledge of wine! It also includes a tour of the winery.

Don’t miss the opportunity to create and nurture new opportunities and working relationships whilst enjoying the surroundings of the UK’s largest single estate vineyard. Cost Members £39.00, Non-Members £58.50 (inc VAT)

To book - please book online at:  http://www.iod.com/home/local-network/south/events/default.aspx ensuring that you are logged in first, or call Claire Fisher Bookings Administrator on 023 8026 6548

Surrey Chambers Elmbridge Business Breakfast Club Thursday 22^nd September 07.30 - 09.00

Hilton Hotel, Seven Hills Road South, Cobham KT11 1EW. 

Members £14, Non Members £22. Book on line at www.surreychambers.co.uk- for further info see entry above for Epsom event.

Surrey IoD Guildford Breakfast Club Friday 30^th September 07.00 for 7.20 - 8.59 - Guildford Cathedral Refectory

The purpose of these breakfasts is to enable people to shape and lead their business or businesses better in all respects not only through their formal business role. Put another way these breakfast events exist and are structured to help people work on and not just in their business.There is always a discussion topic and this makes the 8.59 Club quite different from many other events. Try it and see! Members £15+VAT Non Members £25.00+VAT. Book on 02380 266548 (members can also book at www.iod.com )

Kingston Chamber (Kingston Business Enterprise Partnership) Thursday 30th September 11.00am - 2.30pm at Surrey House, 34 Eden Street, Kingston KT1 1ER

This is an Expo-style event with experts covering media, including new media, to help your business grow.  There will also be stands where you will be able to obtain personal, face-to-face advice. 

Please call if you are interested in taking a stand.

Plus, plenty of networking opportunities.  A buffet lunch will be provided and a cash bar. For more information on the venue click here  Cost Members: £20 Non-members: £30