Issue link: http://psai.uberflip.com/i/717942
W EEKLY EDITION AUG 24, 2016 Common Mistakes Business Owners Make …continued Based on an article by Patricia Lotich for Aabaco Small Business and adapted for the PSAI by Karleen Kos 5. No Employee Accountability Organizations that fail to hold employees accountable for job responsibilities and goal achievement are not making good use of the company's r esources. Actively managing employee performance and how work is done is critical to any organization's success. 6. Not Anticipating Changes in the Business Environment The market changes quickly in every industry making it important to keep an eye on shi fting trends in areas such as technology or customer requirements. Along with tracking changes, the owner has to include the responsibility of day - to - day operational tasks. Think ahead. What could impact the portable sanitation business in the next year? C ertainly the outcome of upcoming elections could play a role in improving or destabilizing worksite contracts. The spread of the Zika virus could impact outdoor events. Give these things some thought and focus on how you'll adjust your business if these th ings come to pass. 7. Not Understanding Customers Customers pay the bills so small businesses need to take the time to learn how customers use (or want to use) their products and services. Don't make the mistake of developing products and services based on what you think the customer wants. It's important to find these things out directly from the customer. Ask questions and learn about the customer experience, mindset, and priorities. Educate them about how their decisions affect end users and, ultimatel y, their bottom line. Customer expectations are a moving target so keeping a finger on the pulse of changing needs is critical to maintaining satisfied customers and growing a solid customer base. 8. Not Considering Employees Your Most Important Ambassado rs Employees are the organization's hands and feet and are usually the first contact customers have with the business. Train them to be positive ambassadors for your business. This includes teaching them how to interact with customers, how to do an excell ent job, when to involve company management in problem - solving, and how to resolve any grievance they might have inside the company so it doesn't become obvious to customers. Of course employees also need to be monitored for completing job tasks and reward ed for doing a good job. Well - managed employees are happy, and happy employees have a direct impact on a positive customer experience. CONTINUED ON PAGE 5 P AGE 5