Nothing Happens
by Itself
Copyright © 2023 Karl W. Palachuk
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Hello Karl,
I hope your December is busy and fun - but not too busy!
I'm going to be super busy this week, then things slow to something approaching normal.
For no good reason, I find this AI-generated artwork to be bizarre and cute. Obviously, AI doesn't understand "snowman" or how it's related to human beings. The head on top of the head, with a hole in the hat somehow makes me think of a glitch in the holodeck.
My busiest day this week is Thursday. I'm on the west coast so it's an easy flight for me to hop to Waikiki for the ASCII Navigate event. If you can swing it, I'd love to see you there. More Info: https://navigate.ascii.com/.
Also on Thursday: The Small Biz Thoughts Technology Community holds our final Roundtable of 2023 with Mr. Dave Sobel of the Business of Tech. Members can always find the link in your Dashboard. Details below.
Also on Thursday, the third class focused on the new book The IT Consultants Year of Intention will be held right after the Roundtable. Note this meeting is now a Zoom meeting rather than a webinar so it's easier to have great interaction. Again, details below.
Also on Thursday, I'm hold at totally open Q&A at part of Syncro's Grow workshop. That's 2:30 PM Eastern . . . but only 9:30 AM in Hawaii. Follow This Link for more information and to register.
And then I head to the ASCII event and have a long, wonderful final-live-event-of-the-year with a lot of great people!
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Systems, Systems, Systems
Recently, Kara sent me a note that my SOP on how to use Velcro shows up at the top of a search for "which side of Velcro goes on the top?"
It gave me quite a flashback. I remember writing that on an airplane and my friend, sitting next to me, gave me a bad time about it. She asked me whether my readers really didn't know how to use Velcro.
[Insert impassioned discussion of Velcro here.]
After that erudite explanation of the proper use of Velcro and why it matters to clients, she observed, "You have an opinion on everything." That may be true, but here's what's actually going on:
1) I try to have a system for everything. This leads to policies, processes, and procedures.
2) There is a bigger, broader, over-arching system made up from all the smaller systems. Together, this whole holistic system encompasses my brand of service.
It's fine to have an opinion, and even a process for every little thing you can think. But magic happens when everything you do - and everything your employees do - fits nicely into the big picture of what your company does. For me, it's the "Karl Way," formerly the KPE Way (based on my first technology business, KPEnterprises).
HP has the HP Way.
Toyota has the Toyota Way.
I have My Way (scroll down to Mission, Vision, Values, and the Code of Ethics.
And you have Your Way - whether you've codified it or not. Your system (the holistic view of everything your company and how they do it) may not be perfect, but it's yours. And it's different from mine.
There are many great things about looking at your business from a systems perspective. First, you know what you stand for and what you don't. Second, you can fix and improve your system. You can't fix a random bunch of actions. And, third, the system guides your company and your employees to find solutions and innovations that are consistent with the system.
Almost anything you do to improve your business focuses on one aspect of the whole. (Sales or service delivery or billing, etc.). But all of these parts affect the big picture. They all make up the whole. So, taking a system view of your company can gives you a great deal of guidance to delivery great products and services as well as finding solutions to improve the overall system.
I've had people ask me how my 20+ books can provide a consistent set of guidelines since they cover dozens of topics and hundreds of SOPs. The answer is: Each piece is part of a bigger system. Of course the system changes over time, but the values and ethics at the foundation change very little, and that helps a great deal with consistency.
In all my books, I'm careful to say: "This is based on my business and my procedures. You need to take what works in your company, and then update it to fit with the way you run your business.
Really, I just give you a started document to edit, so you don't have to edit a blank page.
Do you think of your business as a holistic system?
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Buy the Latest Book Now and Start Planning 2024 with Intention!
You have three great options for my latest book:
Buy at our store - store.smallbizthoughts.com. Only $29.95 to give your 2024 a real boost. Ebook/Kindle/paperback.
Buy at your favorite book store. You can order it anywhere. Of course it's on Amazon and Kindle. But also Barnes and Noble, Walmart, and everybody else.
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The Class based on the book continues this Thursday, December 7th. No need to catch up. Just join us live. We have a lively crowd. (This is a members-only class, so you may need to join the SBT community.)
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.
Note Two: You can jump in any time. So head to https://www.smallbizthoughts.org/class-and-breakout-based-on-the-new-book-year-of-intention/ and plan to join us December 7th and 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 you 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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Tid Bits . . .
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Don't forget to scroll down and view the latest videos and blog posts.
Thanks for reading. Have a great week.
:-)
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Join me live at . . .
- Dinner with partners in Waikiki - December 6th
- ASCII event - December 7 in Waikiki, HI
- 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 one week. 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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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 have a live meeting for all members every Thursday at 9AM Pacific (Noon Eastern). And we have a couple of special meetings each month. On the first Thursday, we have a special Roundtable guest. It's a different format with a special guest. And on the second Thursday, Kara shows up a half hour early to give a guided tour to all new members - or anyone who needs a tune-up on finding thing in the Community.
I know we have an overwhelming amount of information, programs, and downloads. So let us help you get the member benefits you deserve!
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We have a GREAT guest for our December 7th Roundtable: Dave Sobel from The Business of Tech!
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If you're not following The Business of Tech podcast with Dave Sobel, you should be! I am a huge support and subscribe to his Patreon.
Dave is going to be our special guest on the Small Biz Thoughts Roundtable December 7th.
Members can always find the Roundtable Link in your community Dashboard. For more information, see the What's New post here: https://www.smallbizthoughts.org/dave-sobel-on-the-sbt-roundtable-ai-and-more/
Dave is extremely smart and is a great news analyst as well. So we'll talk about a variety subjects. But our primary topic will be . . . AI!
Dave uses the two primary kinds of AI on a regular basis: Tools and content generation. We'll ask Dave how he is using these to generate content for his newsletter and podcasts.
Join us for a great Roundtable. December 7th. Find the link in your Dashboard!
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Here's the last Community News video: | |
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Spotted at my new dentist.
I tried a new dentist in 2023. That shop will be a future chapter on bad customer service. My new dentist will be the last few pages of that chapter - as a comparison of great service and culture.
Plus they have a cool clock.
:-)
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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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