Nothing Happens
by Itself
Copyright © 2023 Karl W. Palachuk
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Hello Karl, -
Well, I'm really, really finished traveling for 2023.
I had a crazy week last week with an unusually large number of coaching calls, plus classes and webinars, mostly delivered remotely from the road. Luckily, I travel with layers of options for connectivity.
I salute ASCII for bringing an event to Hawaii. Almost no one actually puts on events for the locals there. Luckily, they had a good turnout. So I hope they'll return.
Among other things, I got to catch up with Uli Kirkegaard. As you may recall, he lost his house and the building his business was in due to the recent Lahaina fire. Tough times by any measure, but he has great faith that the city will grow back from the ashes, and his business as well.
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Note on the New Membership Level:
We've gotten some questions. Here are some notes. But also plan to attend the webinar below.
1) If you're an existing member, you don't need to do anything. You are already upgraded to the PLUS membership, which includes all the classes and three certification exams.
2) If you join at the standard level (which includes one class and one certification exam), you can always move to the PLUS level. In fact, you'll keep your renewal date and we just prorate the upgrade amount.
3) Members can use their December coupons to register for exams now, and then you'll still be eligible for the 2024 coupons in next month.
Questions? Email concierge@smallbizthoughts.com and sign up for the webinar.
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On other fronts - Here are a few notes for the busy weeks ahead.
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Last Class for "Year of Intention 2024" is Thursday
Whether you've been following along or not, think you'll get value out of this event. SBT Community members feel free to join us.
If you just want the book, it's on Amazon or here: store.smallbizthoughts.com. Only $29.95 to give your 2024 a real boost. Ebook/Kindle/paperback.
If you're a paid community member, join the class for free. Just join us live. We have a lively crowd.
Remember: These classes are not recorded. So you should attend live. This also allows folks to talk more freely since it's just the other community members on the call who are sharing the conversation.
Head to https://www.smallbizthoughts.org/class-and-breakout-based-on-the-new-book-year-of-intention/ and plan to join us December 14th.
Members Click Here
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Webinar:
New Membership Level,
5-Week Classes, Certifications,
and Open Q&A
Everyone Welcome!
This webinar will introduce the new Small Biz Thoughts Technology Community level and review the training opportunities associated with it. We'll hold an extensive Q&A session for new members and existing members.
Our plan will be to leave you some time before the top of the hour so you can take a break and still be on time for your next meeting.
Dec 13, 2023
10:00 AM Pacific Time (US and Canada)
Members: Learn about your benefits!
Non-Members: Learn where the Small Biz Thoughts Technology Community fits in your successful business plan.
Register in advance for this webinar:
https://us02web.zoom.us/webinar/register/WN_O1wbNigJSr2AwSXICaFIug
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New Membership Level Open
For existing members: We've upgraded your subscription! The name for your membership is Community Plus.
As always, Community Plus includes thousands of dollars worth of books, training, checklists, community meetings, audio programs, and more. Plus it includes all the classes at our sister site, IT Service Provider University (25+ classes focused 100% on IT consulting and managed services).
Now we've added three free certification exams each year for Community Plus members.
In the new Community level, you'll get all the content inside the community (books, etc.) and one free 5-week class per year, and one certification exam per year.
The main difference: If you need, or can use lots of great training, then choose the Community Plus subscription. If you only need (or can use) one class and one certification per year, then choose the Community subscription.
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Is Your Vision Looking in the Wrong Direction?
For almost four years now, I'm been preaching that you can't go back: Don't worry about "getting back to normal" because you can't every go back to whatever you were doing before the pandemic. The world keep spinning.
I've also long advised against paying attention to your competition. In fact, one of the Absolutely Unbreakable Rules of Service Delivery is, "Your competition is irrelevant." Every minute you spend paying attention got them is time you're not paying attention to your own clients.
There are lots of other things you can generally ignore in planning, including following the industry leader, following the market leaders, and trying to determine "best" practices. Following anyone will get you no further than being a second-place copy of someone else's dream. And best practices are simply the average of what other people are doing.
All of these goal-setting mistakes have one thing in common: You are looking in the wrong place or wrong direction. You are not seeking your goals and your vision.
I define vision as simply what the world would look like if you achieved your mission. The key to success is your mission. It's hard to be successful seeking someone else's vision or an "industry standard vision.
That means, first you have to have a mission. They you can build a vision for your future. And only then will you be looking in the right direction for you. Yes, that takes some work. But it also will all future decision making. You'll stop trying things that don't move your company toward your vision. You'll say yes to things that fit and no to things that don't.
And guess what? The beginning of a new year is a great place to start!
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Sorry for last week! I accidently set the email for 1:00 PM instead of AM. So I woke up to emails from people wishing me well and hoping I was okay.
I appreciate the community side of the community!
. . . and I continue to work on my processes.
If I can help you with anything, drop me an email.
Thanks for reading. Have a great week.
:-)
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Join me live at . . .
- Webinar: New Membership Levels and Certification - Register Now
- Karl's 2024 State of the Nation report for SMB IT - Register Now
- ASCII Edge - Feb. 21-22, 2024 in Costa Mesa, CA
- ChannelPro SMB Forum - Nov. 12-13, 2024 in Los Angeles, CA
Links below in the events calendar - or at WhereInTheWorldIsKarl.com.
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You only missed two weeks. Register today. Catch up and join us tomorrow.
Customer Service for IT Service Providers
Taught by Karl W. Palachuk
Author, Coach, and Community Builder
- Five Tuesdays
- Nov 28 - Dec 26
Register Now - Only $399*
One of the most ignored/neglected aspects of running an IT business is Customer Service. My particular approach focuses on what I call the Three P's - People, Processes, and Programs.
I take a wholistic approach. In other words, I believe that customer service touches every part of your company. It's not just when technicians or CS reps are talking to clients. Remember: Customers just call it service. And service begins with your marketing, sales, and client onboarding. It includes the way you invoice and do collections. And, of course, it affects your technicians, front office, and CS staff.
Check out the super-quick intro video
https://youtu.be/qAH1Kx6-M0E
Description
Great customer service doesn’t just happen. It’s built from the bottom up with great processes, people, and programs. In this course, you’ll learn how to build a system that provides excellent customer service while keeping your company profitable. Most companies don’t design a customer-focused service delivery with intention. We’ll show you how to attract new clients based on your service delivery.
We use a framework that focuses on people, processes, and programs. “People” includes your employees, your clients, and your vendors. And that makes clear why you need to build a customer service system that’s totally consistent with your brand.
It’s critically important that you don’t simply “bolt on” customer service to whatever you’re already doing. Instead, we’ll show you how to create a never-ending loop of brand-building, employee management, and customer management. And we’ll do all this with in a way that maximizes profitability.
And of course, all of this is presented in the context of an IT consulting business.
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Only $399
Top Take-aways:
- Why is Customer Service different in small business?
- Where does customer service happen in your company?
- Why 10x-ing everything is stupid and harmful to your business
- How to build a great business based on your perfect clients
- Why customer service permeates every single thing in your business
PLUS lots more.
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Here are the specifics of what you'll learn, week by week:
Unit 1 What is Customer Service and Who Delivers It?
Unit 2 People: Clients and Employees
Unit 3 Processes for Success
Unit 4 CS programs and automation
Unit 5 Consistent, Scalable, Reproducible, Amazing Customer Service
Delivered by Karl W. Palachuk, author The Absolutely Unbreakable Rules of Service Delivery . . . and other fine books.
As always, this course includes instructor office hours, lots of handouts, and homework intended to help you actually make change in your business.
ITSP University Certification:
Meets Certification Requirements for:
- Management
- Front Office
- Technician
- Service Manager
- Sales & Marketing
This class will be recorded. Each unit is generally posted within 24 hours of the live class. These recorded units will become the On-Demand class and you’ll have lifetime access to it.
Register Now - Only $399*
Note: * Members of the Small Biz Thoughts Technology Community attend at no additional charge. See details in the Community
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All the Resources That Are Fit to Print | |
Recent Blog Posts, Podcasts, and Videos | |
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Small Biz Thoughts Blog:
SMB Community Podcast - New episodes drop every Thursday
National Society of IT Service Providers News Blog
Relax Focus Succeed:
.
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Video of the Week . . .
One of our most popular videos!
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Community News
SmallBizThoughts.org
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Join us every Thursday
9 AM Pacific / Noon Eastern
All members welcome.
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We had a great meeting with Dave Sobel from the Business of Tech podcast! And as I was in Hawaii battling Internet connectivity, Kara and Jeff did a great job helping me out!
Members can find the Roundtable recording link in your community Dashboard.
We have a new Roundtable get-together every month on the first Thursday. If you're a community member and haven't been attending, 2024 is a great time make a new start!
At this meeting we also announced our 2023 community awards.
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Our Member of the Year is James Turner
James has taken maximum advantage of the Community membership and our arrangement with IT Service Provider University. He has taken almost all the courses AND exams. He has achieved Certified Specialist status in all five pathways.
In other words, he's just the kind of IT professional you want on your team!
Our Community Leader of the Year is Jeff Ponts
Jeff is a regular contributor at our weekly meetings as well as a great representative for the community at industry events. And whenever I can't make a meeting, Jeff jumps in and leads a great discussion.
And many members will tell you that Jeff's contributions at our meetings are among the main reasons they attend!
Congratulations to James and Jeff!
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Here's the last Community News video: | |
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Thanks to Josh Liberman for taking this pic. I was glad to catch up with Laine Kohama in Waikiki. In fact, I was grateful to connect with a lot of Small Biz Thoughts Technology Community members who are also ASCII members.
If you haven't been to an ASCII event recently (or ever), consider checking them out in 2024. All their in-person events are on our calendar.
:-)
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What's Here?
This calendar lists two kinds of things: LIVE in-person events from any organization that focuses on the SMB consulting community; and MY events, whether live, webinar, etc.
If you have live events on your calendar that may be useful to others in the SMB Community, please let us know. We'd be happy to list them.
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November 2024
ChannelPro SMB Forum
Nov. 12-13, 2024
Los Angeles, CA
Stay tuned for info: https://events.channelpronetwork.com/
Join me Live!
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Note: If you know of any in-person event for SMB Consultants, please send info to karlp@greatlittlebook.com. | |
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Small Biz Thoughts is a subsidiary of Great Little Book Publishing Co., Inc. | |
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AI Transparency Statement
We do not use artificial intelligence apps in the writing of any content for this newsletter. Some of our royalty-free paid graphics might use AI-generated images. But all of the writing is by Karl W. Palachuk, or others as noted.
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