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Managing the Small Business Small Business Operations

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Page 1: Managing the Small Business Small Business Operations

Managing the Small Business

Small Business Operations

Page 2: Managing the Small Business Small Business Operations

Managing the Small Business

Managing is getting the work of an organization done through its people and resources.

Companies with effective managers usually have good products, good employees, and satisfied customers.

Source: Marketing, 3e, page 619 Frameworks 2.1

Page 3: Managing the Small Business Small Business Operations

Planning – analyzing information, setting goals, and determining how to achieve them.

Organizing – arranging people, activities, and resources in the best way to accomplish the goals of the organization.

Controlling – measuring performance, comparing it with goals and making adjustments when necessary.

Staffing – matching individuals with the work to be done. Leading – the ability to communicate the direction of the

business and influence others to successfully carry out the needed work.

The Management Functions

Source: Marketing, 3e, pages 621-623 Frameworks 2.2

Page 4: Managing the Small Business Small Business Operations

Create an Employee Work Schedule

An example of the management function of staffing would be the creation of an employee work schedule.

Using the time matrix provided, create an employee work schedule for the SBE.

Frameworks 2.2.2

Page 5: Managing the Small Business Small Business Operations

The Importance of Leadership

A small business owner who earns the respect and cooperation of employees to effectively accomplish the work of the business is known as a leader. Business Principles & Management, 12e, page 296

Those entrepreneurs who lead, rather than direct and order employees, are more effective and successful business owners.

Frameworks 2.3

Steve Jobs, co-founder of Apple Computers, and current CEO, is considered by many to be an inspirational leader.

Page 6: Managing the Small Business Small Business Operations

Characteristics of Leaders

Honesty Intelligence Good Judgment Objectivity Initiative Dependability Cooperation Courage Confidence Stability Understanding

Frameworks 2.3Source: Business Principles & Management, 12e, page 298

Page 7: Managing the Small Business Small Business Operations

Characteristics of Leaders

Frameworks 2.3

Click Here for the VideoInterview with John Mackey

John Mackey – CEO and founder of Whole

Foods Market

Page 8: Managing the Small Business Small Business Operations

Policies and Procedures

Policies are rules or guidelines to be used in a company to make consistent decisions.

Procedures are the steps to be followed for consistent performance of important activities.

Frameworks 2.2.4Source: Marketing, 3e, pages 634-635

Page 9: Managing the Small Business Small Business Operations

Ten Rules for Great Customer Service

Commit to quality service. Everyone in the company needs to be devoted to creating a positive experience for the customer. Always try to go above and beyond customer expectations.

Know your products. Convey an articulate and in-depth knowledge of products and services to win customer trust and confidence. Know your company’s products, services, and return policies inside and out. Try to anticipate the types of questions that customers will ask. Update and amend your FAQ page frequently.

Know your customers. Try to learn everything you can about your customers in order to tailor your service approach to their needs and buying habits. Talk to customers about their experience with your company, and listen to their complaints. In this way, you can get to the root of customer dissatisfaction.

Treat people with courtesy and respect. Remember that every time that you, your employees, and your colleagues make contact with a customer — whether it’s by email, phone, written correspondence, or a face-to-face meeting — the interaction leaves an impression with that customer. Use conciliatory phrases — "Sorry to keep you waiting," "Thanks for your order," "You’re welcome," and "It’s been a pleasure helping you" — to demonstrate not only your commitment to customer satisfaction but your dedication to courtesy.

Never argue with a customer. You know very well that the customer isn’t always right. However, it is important that you do not focus on the missteps of a particular situation; instead, concentrate on how to fix it. Research shows that 7 out of 10 customers will do business with a company again if that business resolves a complaint in their favor.


Page 10: Managing the Small Business Small Business Operations

Ten Rules for Great Customer Service

Don’t leave customers in limbo. Repairs, callbacks, and emails need to be handled with a sense of urgency. Customers want immediate resolution, and if you can give it to them, you will probably win their repeat business. Research shows that the instance of repeat business goes up to 95 percent when complaints are resolved on the spot.

Always provide what you promise. Fail to do this and you’ll lose both credibility and customers. Only make promises that you are confident that you and your business can keep.

Assume that your customers tell the truth. Even though it may appear that customers lie to manipulate a situation to their advantage, it is to your advantage to give them the benefit of the doubt. The majority of customers don’t like to complain; in fact, they’ll go out of their way — perhaps all the way to a competitor — to avoid it. If you hear unhappy rumblings from your customers, take their complaints to heart and do your best to appease their dissatisfaction.

Focus on making customers — not on sales. Salespeople, especially those who get paid on commission, sometimes focus on the volume instead of on the quality of the sale. Remember that to keep a customer’s business is more important than to close a sale. Research shows that it costs six times more to attract a new customer than it does to keep an existing one. Moreover, happy customers are the best and most effective way to find new customers.

Make it easy to buy. The buying experience in your store, on your Web site, or through your catalog should be as easy as possible. Eliminate unnecessary paperwork and forms, help people to find what they need, explain how products work, and do whatever else you can to facilitate transactions.


Page 11: Managing the Small Business Small Business Operations

Policies for DECA’s House of Grounds

o Greet the customer! Please greet the customers with a smile and by name, if you know their name, when they enter the coffee shop.

o Always acknowledge a waiting customer!o  Please talk to your coworkers with a tone of respect and courtesy. o You should wear your name tag and apron while working.o  Please do not sit on the stool when operating the cash register. It looks unprofessional. o  Never eat, drink, or chew gum in front of customers. It is unprofessional and unappealing.o Never use your cell phone in the presence of customers – unless it is for a reason related to the coffee shopo  Please avoid putting your books, coats, bags, or other items on the coffee shop tables or chairs. We want to save these

for our customers. o  Please do not take the smoothies or chai tea as your free beverage. o Do NOT use milk to make fruit smoothies. You must follow the directions on the fruit smoothie label. o Fruit Smoothie containers and Chai Tea containers MUST be refrigerated after being opened. o You are allowed to have one small beverage on a day when you work a shift. You must use your GIFT CARD to get that

drink. If you don’t have the card, you can look up your card number in the computer database. o  Of course, you not make free drinks for your friends. o Please do NOT have a boyfriend, girlfriend, brother, or sister to visit you at work for long periods of time. This is a

distraction for you and it is viewed negatively by customers.o Do not gossip about or talk about other students (or teachers) particularly in the presence of customers. This is

unprofessional and inappropriate.o You should wash your hands frequently. You MUST wash your hands before making a drink if you have just previously

operated the cash register. Remember to wash you’re hands for at least 15 seconds and use your paper towel to turn off the water.

Frameworks 2.2.4

Page 12: Managing the Small Business Small Business Operations

Mission Statement

The mission statement is a short, specific statement of the business’s purpose and direction. Business Principles & Management, 12e, page 326

The mission or purpose of the company indentifies the nature of the business or the reasons why the organization exists. - Marketing, 3e, page 265

Frameworks 2.4

Harrison High School Mission Statement

Inspiring life-long learners is our highest

priority. With our students, their

families, and our community, we share an uncompromising

commitment to excellence for all. 

Page 13: Managing the Small Business Small Business Operations

Write A Mission Statement

• On your own paper, write a mission statement for the SBE.

Frameworks 2.4.2

Page 14: Managing the Small Business Small Business Operations


Teamwork is the ability to work effectively as part of a group.

A self-directed work team is a group of employees who work together toward a common purpose or goal without the usual managerial or other supervision.

Frameworks 2.5.1Source: Marketing, 3e, page 632

Page 15: Managing the Small Business Small Business Operations

Job Rotation

Job rotation occurs when employees learn a variety of jobs within one company and regularly switch jobs within the same organization.

Job rotation increases worker’s interest in their jobs and enables employees to fill in for coworkers who might be absent.

All students working in the SBE will participate in a job rotation program.

Frameworks 2.5.2Source: Business Principles & Management, 12e, page 37