One of the first questions we have when we are speaking with new (or potential) clients is, tell me about your team. It can be a red flag if their response is “well – I have someone who helps me, but I can’t rely on them to mange the business”. If you discover that customers consistently prefer direct interaction with you rather than your team, or you have to be involved in a significant minority (or more) of the operational decisions, it might be time to restructure your approach to enhance your business’s value.
Here’s the rationale: a business capable of thriving without its owner at the helm is inherently more valuable. This is because efficient processes can operate seamlessly, whether or not the owner is directly involved. Being too immersed in day-to-day operations can hinder your ability to innovate, and your employees may miss out on opportunities for growth, preventing them from becoming strong advocates for your brand.
To optimize your business’s worth, consider transitioning into a more background role and allowing your staff to take the spotlight. Here are five strategies to minimize customers reaching out to you directly:
- Re-rank
If key staff members’ bios are featured on your website, consider reorganizing the list alphabetically instead of hierarchically.
- Re-brand
If your last name is incorporated into your company’s name, contemplate a rebrand. Having the owner’s surname prominently featured can inadvertently encourage customers to seek direct contact with the owner.
- Hire a President
Bestow the title of president upon someone in your organization. This title signals genuine authority to address and resolve customer concerns.
- Embrace Email Auto-responders
Following in the footsteps of Tim Ferriss, who popularized the email auto-responder, this tool can prove beneficial. Set up an automatic response for incoming emails, notifying senders that you’re either traveling or engaged in a strategic project, and direct them to the appropriate person for quick assistance. However, use this strategy cautiously, as continued personal responses can compromise its effectiveness and credibility.
- Play hooky
If your business involves in-person customer visits, establish a home office to spend more time away from the physical location.
For assertive entrepreneurs accustomed to being hands-on, these steps may seem complex and counterintuitive. There might even be a temporary dip in sales. However, once your customers are accustomed to liaising with your team, you can scale up operations and ultimately maximize the overall value of your business.
If you are interest in learning more about our process, our credentials and most importantly, how we can help you, please don’t hesitate to reach out.