I get regular questions about what we really mean by WinWeb’s Small Business Infrastructure?

On-demand Small Business Infrastructure™ centers around the idea that business start-ups and growing small businesses need help with numerous administrative tasks that are not core to the business success - such as bookkeeping, it services, internet services, call handling and other such services.

These services - if performed by the business owner - cause a great deal of time wasting - while the fixed cost of a business is still accumulating. This is in our minds a fatally floored business model and can easily be remedied with our infrastructure approach.

We should not expect business start-ups and small business in general to be accountants, bookkeepers, lawyers, marketing & PR gurus and so on. We should provide small business with an infrastructure in which it can concentrate on core business tasks, while at the same time enabling the business owner to stay informed of all relevant business facts like cash flow, sales, HR issues, tax position and more. This will enable him / her to make informed decisions, maybe with the help of an external advisor.

Based on these facts, we have devised a six point on-demand Small Business Infrastructure™ concept, which consist of:

1. WinWeb On-Demand Software Solutions - Anywhere At Anytime.

AccountsOffice and OnlineOffice are our two software offerings, which are based on the SaaS - Software as a Services model, to allow for the following key business benefits:

• tight inclusion of business advisors from the start,
• cultivating outsourcing techniques at the outset, i.e. virtual assistants,
• no IT knowledge needed and hassle free operation,
• real-time multi-user access from anywhere, increasing mobility.

2. WinWeb 24/7 Live Support - We Are Here For You Always.

Providing customer care and support only during business hours is not acceptable to our clients. Experience has shown us that most admin work gets done by small business before nine in the morning or after five in the evening. This practice is essential if the business is to survive it’s early years.

This is why we have provided our much acclaimed customer support for 24 hours a day, seven days a week from the outset. Saving our clients wasted time and money - while setting new standards in customer support. No manuals need to be read - all problems can be solved in real-time online.

3. WinWeb Live - Networking Community for Small Business Only.

To foster collaboration and outsourcing we have expanded our WinWeb Live™ offering to allow for small business community networking - thus enabling the business owner to make decisions about his / her current needs, with the following benefits:

• timeshare virtual assistants for professional results,
• offer contracts of work to contractors on a case-by-case basis,
• promote the business to a large audience or even locally,
• find new work and contracts online

4. Business Advice

Our On-Demand Small Business Infrastructure™ enables business advisors, accountants, bookkeepers and other advisors to have a “Up Close and Personal” relationship with the small business owner, providing key elements for the success of a small business:

• timely and up-to-date advice from anywhere at anytime,
• more efficient advisor function due to SaaS technology, less travel,
• easily expandable advisor network.

5. Solution Partners

Third parties provide external services to complement our services, such as parcel service, office supply services, printing services. These and other services are provided on a bulk buy arrangements by leading businesses in their respective sectors - to provide the most reliable and up-to date service possible - with the effect of enhancing the professional appearance of our clients.

6. ClimateByte™ Technology - For A Cleaner Future.

Our clients are among the biggest demographics concerned with climate change and carbon footprint neutrality. It is a fact that employing remote working and collaboration techniques drastically reduces the damaging business side affects on our environment. We enable our clients to be more eco-friendly and aware, by providing them with our green technology - an ongoing development commitment of WinWeb.

WinWeb welcomes any suggestion that will further enhance our On-Demand Small Business Infrastructure™ concept - especially the development of even more eco-friendly business processes - to serve our small business and business start-up client-base.

The typical scenario is you work hard all week, have no live and at the end of it all little money to show for it. This is often a sure sign of loss of management control in a small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal businesses.

The small business health-check questions for this episode are:

• Do I know what is going on in my business in all areas or have I abdicated some responsibility to staff? You can pick and choose what you do work-wise everyday, you can not pick and choose what you should know about and make decisions about - this is your business, not your staffs business - act like it.
• Am I running my business or is it running “itself”? No business is running itself, other than into the ground!
• Do you know how your cash-flow is doing? Done this one before, yet it always comes back to this, check it out.
• Do you have an overview of your small business fixed costs and sales, are you happy with the situation? I guess you could always do better, but if you do not know the details you can not improve your situation.
• Is your vision in line with your small business targets? You need a vision for your business, that will allow you to develop your small business strategy and plan, so you know where you are going - don’t just drift along.
• Have you asked your staff lately? Have a power-meeting with your staff once a week, to see how they are feeling about your small business, last week or the next few weeks. It will motivate them and give you a new insight in how others see your small business.

The central message here is to be involved in ALL areas of your business ALL of the time - in a management capacity. When I hire people I always hire people who do something better than I, but you have to stay involved.

You can see other reasons for small business and personal business, like contractors, freelancer, self-employed, sole-trader and virtual assistants failures in my Health Check Category, if you can add to this list please do so, I would welcome your comments.

If you have a group of people working with you - in your office or from home, employed or outsourced - does that mean you have a team? Well that depends how you work together.

Small Businesses need to be build a team, a Small Business Team. A team is defined as a group of people who co-operate in such a manner that it achieves more than the sum total of the individuals achieve each, they are united around a common goal and are accountable to the team for their actions.

Examples of teams are:

• Work Teams
• Sales Teams
• Customer Service Teams
• Virtual Teams

I would suggest that small business owners need to form teams around their small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal businesses, too. This will achieve scalability, higher efficiency, more professionalism, in other words to grow your business with less growing pains, like struggling cash-flow, excessive financial and administrative overheads and much more.

In fact keeping business failure at bay, may very well depend on your ability to form these teams, in your office or virtually.

In a modern business context we also call these teams Small Business Communities or Small Business Networks. Even a small business may have different types of networks - as indicated above - you can have your office team, while your small office team member for sales may also belong to a external sales network (team).

As you can see we live not only technologically in a networked world - we live in a world of teams, communities and people networks. The benefits especially for small business and even more business start-up, can not be over emphasized - teams perform functions so important for small business success:

• achieve better work results than individuals,
• are ultimately more scalable and flexible than larger organisations,
• offer a wider range of services and products than individuals,
• offer the opportunity of “brain-storming”,
• motivate each other,
• develop more skills and confidence
• show more commitment to each other.

Whatever you do, employ new staff, hire a consultant, work with an accountant, think my-team, think my-community and think my-network - because you are building your Small Business Team. Do it even before you open your door for business, during the business start-up phase.

So, back to my question for you: Do you work with a Group of people or do you have your own Small Business Team?

I just posted my Small Business Checklist: Size Matters and was thinking about all the reasons why small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal business, can be at an competitive advantage over big business.

So if you need reassurance that it’s good to be a small start-up business - here are some of my thoughts - and I’m sure you could add to these:

Low overheads - especially if you use bootstrapping techniques your value proposition to your customers is unbeatable for big business, who have to factor in a much higher cost infrastructure.

People - contracting a big company is not easy, one person will make the deal with you as the client and other will come and do the work. With small business you often talk to the person who also does the work - you can see how he or she works before you spend any money.

Flexibility and mobility - small business is not hampered by infrastructure and paper pushing, short decision processes combined with more mobility is key to keep customers happy.

Talk to the boss - with a small business you can always talk to the boss - try to talk to the Chairman of BT! Customer service with bigger companies can be very frustrating.

Please add to the list, I would love to do a Small Business Checklist: Competitive Edge - leave a comment.

Small may be beautiful - but often you will have to appear bigger than your really are, to get that next contract. Here are some pointers to help you to look bigger, more professional and efficient:

1. Business address - “19, Rose Gardens” may not be the best small business address, a PO Box number is not really the way to instill confidence either - use a business address service, which will forward all mail to you.
2. Phone answering - have your phone answered, no matter what, use a virtual assistant or an answering service. Not answering your phone will cost you business - big time, trust me - probably the biggest mistake small business make in terms of appearance.
3. Conference rooms - use good meeting rooms in high quality business centers. They may be able to offer some of the other services for you as well, like an business address and call answering.
4. Online presence - absolute minimum is a good website, best with a blog and if appropriate online-shop. If you are not online you are not in business. Have your own domain, to use for your email, don’t use hotmail or gmail, etc. that is what your kids do.
5. Outsource - use timesharing techniques for professionals, there are virtual assistants which offer hundreds of services at an professional level, hire them as you need them. If you work with one virtual assistant they have usually a network of expertise around them, that creates a one stop shop for professional skills for you.
6. Be proactive - use Key Account Management Techniques to deal with your customers, remember the 80/20 rule.
7. Branding - even if you outsource insist on your own branding, it builds your brand and is less confusing for your customers.
8. Share technology and facilities - see if you can find other businesses that let you share equipment, storage, office and anything else you can think of.
9. Think big - the way you talk about your business, products and services will tell others a lot about you and your business. Remember, anything is possible if you want it bad enough.
10. Say “YES” - work out how to do it later. Your small business is probably more efficient and flexible that your big competitors - use that to your advantage.

Remember your new slogan - “Whatever they can do, I can do better!” or my slogan “What the hell, let’s do it.”

For more of my checklists see the Small Business Checklists category and as always please add to my list with your comments, tell us what works for you.

Starting, owning and growing a small business calls for many skills sets to be used by the owner, financial planning, people management, having a vision and development of a strategy, operational skills, technical, sales and marketing skills. They are all equally important - so lets have a look at marketing.

What is marketing? A fundamental marketing concept is Customer Value Proposition (CVP) - to succeed with your small business your must:

• Offer the right product or service
• To your targeted clients and customers
• At the right price
• Creating the perception of value
• In a profitable manner

Consider these points when developing your marketing plan - a CVP should be part of your strategic plan and be inline with your efficiency efforts for your small business.

If you have more than one customer/client segments your small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal business, is active in than you need to have more than one CVP, but most of the time small business will focus on one customer group and develop into a niche:

the newspaper shop - to provide newspapers and a small selection of consumer goods in a local (convenient) community with convenient opening hours and a good customer service (friendly) which can demand a slightly higher price

or

the online business - to provide a complete range of products within a market segment, which is available to purchase 24 hrs a day, every day at the lowest possible price with fast delivery using user-friendly online shopping technology

Create your own CVP - Customer Value Proposition for your own small business - again it will help you to focus on what is important (core) and what can be outsourced (non-core). Maybe you can share your CVP with us here?

As I mentioned before, traditional business marketing is changing. TV, radio and print media are in decline, because more and more of our time is spent online, the convergence of all these entertainment technologies has been going on for over a decade now and for the time it all seems to be IP - Internet Protocol centric.

What has that to do with my small business(?) - you may ask. It is actually crucial for your small business to understand this trent so you can act on it and actually save some money, by not wasting it on the wrong advertising medium.

Your small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal business, may have the greatest product or service, but if you can not make people find you and your products, your small business and business start-up is in trouble, before you even started. There are many parts to the successful small business puzzle and to prevent business failure - blogging could very well be one of them.

Every small business website should have a blog connected to it - needless to say that every small business without fail should have a website. It does not matter if you work globally or locally, a website and blog is a must, not just a nice to have.

A small business blog will help you with the following:

• providing a platform for your small business to interact with your customers
• getting real time feedback from your clients
• provide additional information about your business, services and products
• get your story told your way, offer some control of public opinion
• create buzz about your business and products

It is easy to get a blog with your website hosting company or from WinWeb - you can be up and running in minutes. Hosting your own blog can be more technically demanding, but above all it will waste a lot of your valuable time - writing the articles (posts) for your blog is important - not running your server and blogging software.

Remember nobody is going to tell your story for you and nobody can tell your story better than you yourself.

When I talk here on my blog about outsourcing, bootstrapping or in my company to my fellow directors about more profit, sales, customers and all that with less time, then I’m really talking about improving business efficiency.

I even often misleadingly use the word “grow”, when I really mean efficiency. I’m not one of these people who thinks, that every business wants to grow in size - no, in profit, turnover and efficiency - YES! In todays networked world it is possible to “grow” your business virtually and increase your efficiency at the same time - rather than “grow” your fixed cost structure and decrease efficiency.

Here I just want to talk about which steps one might take to a more efficient small business:

1. look at you business critically and understand what your core business is
2. focus on your core business and objectives, do not waste time with non-core activities - outsource those
3. re-evaluate work processes, remove non-value-add activities, work out how to do that
4. re-evaluate your outsourced activities, are you getting a professional and efficient service
5. check your clients perception of your small business, ask for feedback

The drive for efficiency is an continuous effort in every business, not only small and start-up businesses, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal businesses. It is this kind of thinking that will determine success or failure of your small business venture.

How efficient is your business - to think about that is a much more fascinating way to spend some “free and quiet time”, than watching television - it’s more exciting and rewarding too.

You may have heard about the 80% - 20% rule? It basically means something like you make about 80% of your turnover with 20% of your clients. I guess you would also agree with e that these 20% of your clients are very important to your small business and start-up business, like SOHO-, SME, SMB-, Micro-, Lifestyle-, Home-, DIY-, Hobby-, Boomer-, Professional-, Personal business, so what are you doing about that? You should do about it is learn about Key Account Management.

What is a key account? They are the customers that keep your small business revenue growing, look at some of the attributes of an key account:

1. Provides your business with consistent and high value business
2. Is looking for a long-term partnership with your small business
3. Is of “strategic” importance to you or your business sector
4. Offers you increasing sales for the future
5. Is one of your most important customers.

You need to develop and maintain an value adding relationship with your key accounts, because they offer you a constant revenue stream of high quality and reliability - best of all a growing revenue stream. This in turn allows you to plan your business better (cash-flow) for the future, while reducing your sales cost.

Get the picture - these customers are among the most valuable assets to your growing small business or business start-up.

Small businesses, like home-, micro-, lifestyle-, mobile-, SME-, SMB-, SOHO-businesses, can benefit tremendously by using online IT effectively. Not only can it make daily tasks in a business easier but also create a potential market with an online shop and cater to an audience the business may not have reached out to in the past by traditional means, resulting in more successful businesses.

To create an online shop and strengthen e-commerce it is first important to understand how business is done over the internet. You would have to select the domain name and the website addresses thoughtfully and would need to ensure that the design and content of the website reflects your business style. Content should be appealing and should motivate visitors to come back to your website time and again.

It is also crucial to analyze the internet service provider that your business uses so that you are in touch with your online clients in an efficient manner. An online office and on-demand small business infrastructure can integrate the many processes that are crucial to a business and this is especially true for small businesses having less than six employees.

Your e-commerce should be secure and assure your clients that their crucial financial information is safe on your website. It is important to manage your IT requirements for e-commerce on a daily basis so that your business doesn’t suffer because of any slip ups or technical failures.

When you think about starting up your business, e-commerce should be high on your list of priorities, even if you are starting a personal business, like Contractors, Freelancer, Free-Agent, Self-employed and Virtual Assistants.

Remember, there is always a nice “market - niche” to be had, products to be sold the big boys will not touch, because the turnover is not high enough for them - but it may be the nice little earner you’ve been looking for.