Since the subject of delivery problems is on my mind. I thought I’d mention that most delivery problems are actually a operating strategy problem.

For instance, at AFH, we often run into people who are completely frustrated with their website developers. Most of the time, it’s because the website developer set some expectation of when the site would be completed, and wasn’t able to deliver. For Instance, they may say they will have the site finished in 6 weeks but the client is required to provide the content for pages of the site. Problem is, that rarely does the client take only 6 weeks to provide all content, proof it, and get it to the developer on time. Next thing they know, their site is 4-6 months into development and still under construction. Web designers, often blame this problem on the client being slow, but really, the developer should head this issue off at the pass. You see, chances are, the client isn’t in a website development situation every day. If so, they’d have no reason to hire a developer. This means that the developer should know the potential problem and find a different way of operating through the process so that nobody is frustrated or waiting on the other.

At AFH, we have pretty good luck heading off this problem in the following way. We promise a site to be finished with design and build in 3-4 weeks. We do this by conducting building the framework, design and functionality of the site and then training the client to be able to type in their own content and load their own pictures or videos. This way, they receive their site on time (early in most cases) and then can take as long or short of a time as needed re-wording and changing their content. Another benefit for the client, is that they will then be trained how to edit the content of their site and not be forced to pay every time they desire to make a change.

Can a change in operating strategy prevent your delivery problems?

Whether you are providing a product or a service, this is one of the most important things you must remember.  Your clients don’t care who didn’t show up for work, who’s sick, what shipment didn’t come in, or any of the other things that could keep you from delivering on your customer’s expectations.

If it’s a supply problem, find a different supplier.  Your customer doesn’t care if your price is 10% lower than the guy down the road if you don’t have any in stock but the guy down the road does.  Though your customer may feel empathetic for your employee with the flu, they would rather call the other company with a whole team of people that could help them immediately, than sitting around hoping your one employee will get well soon.

Take a good, hard look at your ability to deliver to your customers.  If you have a delivery problem, get rid of it.  Now.

I’ve heard it said that the worst number of all for a business owner or leader is the number “one“.  This is true for so many reasons.  It can be hard to multiply because it takes risk, work, determination, sometimes disappointment, but multiples is nearly always better.

• If you have only one sales person and she leaves the organization:  Who’ll sell new clients to keep the production team busy?
• If you have only one person producing all sold services or goods and they are unable to work for a period of time:  Who’ll produce all of the things your sales team promises to your clients?
• If you rely on that one really large customer for the majority of your income:  What happens when they go out of business or find a cheaper option?

Just three of the many things that can go wrong with only ONE.  Grow to two… at least.

My Step Father was a pretty good guy.  He was a much older gentleman (old enough to be my grandfather) who fought in the second World War.  After the war, he was stationed in the last US Horse Calvary unit, which patrolled the US / Mexico border.  My mother met him when I was in junior high school and he was a breath of fresh air who shared tons of advice with me during my teenage years before passing away when I was 22.

He was a really sweet guy with a big heart but would love to stir things up by saying stuff that would shock people or catch them off guard, coming across as the crotchety old man or a little bit loony.  Like the time my brother was visiting during the holiday season with his 3 sons who were wrestling around on the floor and the youngest, named Keith was struggling to participate while holding onto a handful of candy.  When Dad convinced him that he could trust Poppy to hold his candy while he played.  While Keith was busy being pinned on the ground by his brothers, Poppy ate all of the candy.  Just to see the 3 year old’s reaction.  We would sometimes go to the mall with my mother and sit on a bench cracking jokes as we did some people watching.

Some of the advice he gave me sank in right away, some took years before I would look back and understand with clarity.  Some of the advice were words to live by but unfortunately there were times that as I look back, I see that he was way off base.  Today, I’ll share with you one of those misses but will share some of his wisdom in later posts.

When I was a junior in high school, I joined the US Army Reserves and left to spend the summer between my junior and senior high school years in basic training.  Before I left, Poppy gave me some advice.

He reminded me that when I was in basic training, the best thing to do was blend in with the crowd.  “Don’t lag behind. Don’t blaze ahead and draw attention to yourself.  If so, that will make the next 8 weeks the most miserable you can imagine, he said.  Just blend in and get through it.”

Wow was he way off.  Unfortunately, this was advice I took at the time and for the next several years.  Blending in and settling for mediocrity.  I never was the bottom feeder but many times, I held back the reigns and was afraid to stand out.  Though most of us haven’t been actually given this advice by their father, many people unconsciously settle for mediocrity every day because their scarred of standing out and being exceptional.

Being exceptional may be painful, hard, tiring, sometimes frustrating.  But then again, so is parenting.  Or most anything worth while.  Don’t settle for blending in.  What do you have that’s different?  Whether it’s your looks, knowledge, quirky talent, or something others would consider a struggle.  Don’t smother it in order to blend in.  Exploit it and stand out from the crowd.  Use it as your advantage.

1. Start-Up costs are low and negotiable.
2. Low overhead  (technology has made the in-home office acceptable and efficient).
3. Potential clients are seeking opportunites.
4. Your audience is looking for something new and fresh.
5. Chances are that your current situation is volatile anyway.
6. You can be the hero when you’re the first moving forward.
7. The best customers will be the first ones captured.
8. The leftover customers are the biggest pain.
9. Your competition is waiting.
10. Next year, month, week, or tomorrow may be too late.