Tuesday, August 04, 2020

New Class! The Absolutely Unbreakable Rules of Service Delivery - Starts August 11th

The Absolutely Unbreakable Rules of Service Delivery

Taught by Karl W. Palachuk

New Offering:

The Absolutely Unbreakable Rules of Service Delivery
- Five Tuesdays - August 11th - September 8th

- All classes start a 9:00 AM Pacific

- Includes the brand new book The Absolutely Unbreakable Rules of Service Delivery in PDF format

This course covers the most important "rules" you need to follow to create a massively successful IT Consulting business. Based on Karl's 20+ years experience running successful businesses - and helping others do the same.

How can you guarantee that your company delivers great service, has a great culture, and still manages to stay profitable? You need to follow certain “Unbreakable Rules” for success. Best-selling business author and coach Karl W. Palachuk draws on more than twenty years of owning and running service-based businesses to present the rules his companies live by.

These rules will help you align your personal and professional goals while creating “standard operating procedures” to automate successful habits. Notice that “The customer is always right” is not on the list. Why? Because everyone knows that’s not true. Customers are frequently wrong, or would make bad decisions if we didn’t help them to make good decisions.

Palachuk doesn’t waste your time giving lip service to worn out platitudes. Instead, this book is focused on building a great, successful business in the 21st Century. And since the rules are absolutely unbreakable, they will stand the test of time and the changing business environment.

In addition to his unbreakable rules, Palachuk gives advice on identifying your own unbreakable rules. Branding, he says, is everything you do in your company: The way you hire, the way you greet customers, the way you document processes, the way you invoice, how you handle difficult conversations, and much more. Your business is a reflection of your beliefs and values. It should be built with intention, not something that “just happened.”

Some of these rules help you make money. Some of them keep your work standards high. Some build culture. All of them help your employees and client to understand the culture that embedded in your brand. This book will help you identify and codify the core elements of your success. It will also help you build the definitive list of absolutely unbreakable rules that will guide your business going forward.

You will learn

General Rules:
• Prioritize Everything
• Do not be interrupt-driven
• Slow down, get more done
• Know what you know
• The competition is irrelevant
• We only work with people we like

Rules for Client Management
• Define your ideal client - and go get them
• Don't have both sides of the conversation
• You’re not responsible for every lost dog that shows up on your doorstep
• We can't care more about the client's business than they do
• Every client is on a service agreement
• Evaluate your pricing once a year

Rules for Managing Employees
• Hire an administrative assistant!
• Have a formal, detailed hiring process
• Hire Slow; Fire Fast
• Culture is built from the top down
• You can't control people, but you can control your processes

Rules for Billing and Finance
• Control billing and cash flow
• Get prepaid for everything you can
• All after-hours labor is billable
• It is not our responsibility to save the client’s money
• You don’t need to pick up every nickel you find
• If a client has a past-due balance, their service is cut off

Rules for Service Tickets
• Track ALL time inside your business
• All work is done on a service ticket
• Every ticket is massaged every time it’s touched
• Every job has a scope
• Document absolute everything

. . . and MORE!

-- -- -- 

Delivered by Karl W. Palachuk, blogger and author of the very popular "SOP Friday" posts at http://blog.smallbizthoughts.com.

Includes five weeks of webinars with related handouts, assignments, and "office hours" with the instructor. All classes are recorded for download.

This course is intended for business owners and managers. It is particularly useful for the Service Manager or Operations Manager.

Only $299
Register Now

A Few Details . . .

  • Each course will be five one-hour webinars
  • There will be handouts and "homework" assignments
  • If you wish to receive feedback on your assignments, there will be instructor office hours
  • Class webinars will be recorded and made available to paid attendees only
  • All calls start at 9:00 AM Pacific Time

Monday, August 03, 2020

Marketing with Paul . . . A great, different perspective

This is a different kind of blog post for me. I create podcasts at SMBCommunityPodcast.com and at KillingIT.smallbizthoughts.com, as well at blogs on those sites and another at RelaxFocusSucceed.com. I only mention all that to make this point: I almost never write on one platform about what I'm doing on the other platforms. If you think about it, the whole network of connections is complicated enough! I *do* list all my activities in my weekly newsletter, which you can subscribe to with the "Newsletter" link in the menu above.

Paul Green
So, this is a different kind of post. Here's why.

I interviewed Paul Green over on the SMB Community Podcast last week. Check that out.

It really struck me that Paul has a different perspective on several things. First, right up front, he mentions how amazing the Managed Services business model is. Think about it:

- We have massive recurring revenue
- We keep clients for ten, fifteen, or twenty years

Stop and think about that. It's really amazing, and very rare among any industries. 

BUT, he says, this makes MSPs lazy at marketing! After all, if you don't market today, or this week, you won't feel much pain. If you're in the break/fix world, you have to hustle all the time or there won't be any revenue next week. As an MSP, you business will eventually go down hill, but there's nothing "immediate" about it.

Obviously, it's better all around if you DO market.

Furthermore, Paul says, you don't have to be better at marketing that everyone in your area. You only have to be better than the two or three (or one) other companies that are paying attention to marketing right now.

All of that territory is covered in the first four minutes of the podcast!

Please do yourself a favor and go listen to that podcast. It will definitely be a good use of your time. Listen to the SMB Community Podcast Now.

You may also be interested in Paul's book: Updating Servers Doesn't Grow Your Business. You can find that for free on his web site:

I put in my email and got the PDF right away.

. . . 

Feedback welcome.


Saturday, August 01, 2020

New Webinar: A Deep Dive into Strategic Bundling!

Last week, I presented The Value of Strategic Bundling along with Justin Gilbert from Zix | AppRiver. That was part one of a two-part series.

The New Webinar is: A Deep Dive into Strategic Bundling!

August 13th, 2020 
8 AM Pacific / 10 AM Central / 11 AM Eastern

-- -- --

Creating Bundles - Part Two: Deep Dive

By now, you know that bundles are magic. Last time, we talked about bundles generally, and how a good bundle will help you make a lot more sales. 

In this webinar, I walk through the key elements of building bundles that sell. This includes selecting core services, addressing client needs, and maximizing profit. Building bundles is a lot more complicated than simply adding a name to the services you’ve always sold. 

In the era of ransomware and compliance, your bundles need to address the core challenges of your clients as well as your business. 

We'll look at (among other things):

- Where do you start?

- Building the Core Bundle - for all clients

- Building the "Platinum" Bundle

- Adding Security or Vertical-Specific Bundles

- How to present your bundles so they are 100% customer focused

I've written many books for IT service providers, and several of them discuss the bundles we've created over the years. Now I'm teaming up with Zix / AppRiver to present this concept in a webinar and answer your questions live.

Join Join Justin Gilbert (Sr. Director Channel Marketing, Zix | AppRiver) and me for this deep dive into the do’s and don’ts of building bundles to meet the modern challenges of IT consulting.

-- -- -- 

August 13th, 2020 
8 AM Pacific / 10 AM Central / 11 AM Eastern

Free, of course.

-- -- -- 

Webinar One was: The Value of Strategic Bundling

The recording for that webinar is here:

and the slides in PDF format are here: