Lori Stuckert

13 Things NOT To Do On A Service Call – PART 2 of 2

By Tom Grandy, Founder

Last month we covered the first four, of fourteen things NOT to do on a service.  You will remember these were not theoretical situations.  These really happened on a recent service call performed by my local plumber.  If you happened not to have read last month’s article you might was to click Part 1 and read it before moving forward. 

The previous article covered where not to park the service vehicle, entering the home utilizing the door the customer prefers be used, the proper use of drop cloths, and how not to use them, and finally, the use of shoe covers.  We will now proceed to the final ten (10) areas of concern during my service call.

  • Wear a mask – Nearly every customer has a different perspective on Covid-19. Some believe masks are totally unnecessary while other are fearful to even leave their home without one.  The key word here is “their home”.  Just like using drop cloths and shoe covers shows respect for their home, so does the use of a face mask.  My tech did really well in this area, for a while.  When he arrived, he had a face mask on and I felt very comfortable.  However, sometime during the repair of the first of three toilets he apparently made the personal decision that a face mask was either unnecessary or too irritating to work with.  Before long I noticed it was gone and it did not return during the remainder of the time he was in our home.  Personally, I did not have a problem with that, so I did not mention it.  However, that very well may not be the case for the next customer on his list.

            Hint #5 – It matters not what the trades company and/or the technician thinks, in terms of the value of wearing face mask in the current working environment.  The tech is working in the customers environment and their home and personal space needs to be respected.  During this unique time in history wearing, and continuing to wear, a face mask while performing a repair is absolutely required.  Should the customer choose to tell the tech they don’t mind if he removes it that is fine, however this decision should be initiated by the customer, not the tech.

  • Listen and follow the customers’ requests – When the tech first arrived, I politely requested he begin with the main floor bathroom. I did not feel it was necessary to explain that my wife was gone, but would likely return soon.  When she did return, she would probably want to use the main bathroom.  Completing the toilet first on the first floor first would provide her free access when, and if, she needed to use it.  I left his side for a few minutes.  When I returned, he was gone!  After a minor search I found him.  Where?  Bingo, right where you would now expect him to be, in the UPSTAIRS bath.  My wife did return and after walking in from the street where she was forced to park, she needed to use the toilet but it had not been repaired yet.  This wasn’t a major issue, but that is not the point.  The point is that the tech did not listen to my request, he simply continued with his preconceived agenda.

            Hint #6 – Listen, yes actually listen, to any requests the customer may make.  If it was important enough for the customer (me) to mention it, it should instantly becomes a priority for the tech to honor their request.

  • Do you have a trash bag!?!   Now let’s think through the service request for a moment. I called and requested the entire insides of our three toilets be replaced.  It does not require an advanced degree from Harvard Business School to surmise that after removing parts from three toilets they will need to be disposed of in some form or fashion.  Apparently, my tech was playing hooky the day that subject was covered.  However, he had a Plan B. “Do you have a trash bag I could put these old parts in?” 

            Hint #7 – Think through what will be needed on a job before you leave the shop.  This guy is a plumber, right?  What is the likelihood that he will have parts, pieces and/or scraps of materials that will have to be removed from the customers’ homes he visits throughout the day?  Brilliant conclusion.  ALWAYS carry a box of heavy-duty trash bags on the truck.  In case it slipped your mind, put the filled-up trash bag, or bags, in your truck and place it in the company dumpster back at the office, not in the customers trash can or dumpster.  As a matter of fact, don’t even ask the customer if you can place the bag, or bags, in their dumpster, just haul it away.

  • Use of a water suction – This was a huge improvement from the last time a plumbing tech from the same company performed a repair on one of our toilets. Last time he asked for a pan to catch the toilet water!  This time he had a bucket and a nifty hand suction to suck up the water and place it in his bucket.  It worked well and did the job.  It wasn’t the equipment that was the problem, it was the condition of the equipment.  The exterior of the bucket and the suction looked like they had been used for a number of years…and were filthy.

           Hint #8 – All customers, especially women, take note of how clean the tech, equipment, and the truck were when he arrived.  The final test is how clear the area is when he leaves.  Most (assume) a direct relationship, right or wrong, between how clean things are and the quality of work performed.  It may, or may not, be a true assumption but if you have not learned it already…perception is truth in the eyes of the customer.

  • Placed tools on ceramic tile floor – All three of our bathrooms have ceramic tile floors. In case you are unaware, it doesn’t take a very hard impact from something like a heavy tool in order to crack a tile.  Having used this plumbing company in the past, we were well aware of how they operate.  While hoping for the best, my wife prepared for the worst.  She placed old, full sized, bath towels around the base of each toilet in order to prepare a spot for the tech to place his tools.  What we thought was proper preparation turned out to be for naught.  The tech simply placed, and often not very gently, his tools directly on the ceramic tile.  Each time he “placed” them on the tile I cringed hoping he did no break one.

            Hint #9 – Please – either place the tool into a bucket, or bag, and/or onto a clean cloth or towel.  Again, it shows respect the customer’s home.

  • Hung his light on the paper towel roll – Ok, it was a bit dark behind the basement toilet. I get that and a light was needed.  I also suspect this was not the first time he had ever needed a light.  He came prepared with a homemade, battery operated, hanging electric light.  His “light” was hanging by what looked like a portion of a coat hanger although it may have simply been a piece of wire.  In either case, the end of the wire he was using to hang the light was sharp.  After trying to hang it on the toilet paper holder, with no success, he found a solution.  Simply stick the shape wire directly into the toilet paper roll.  If at first you don’t succeed, try, try again, right?  That is exactly what he did.  Just because the sharp end did not hold in the toilet paper roll the first time he was not deterred.  After several attempts (and therefore several holes in the roll) he got it to stay.  This occurred while I was standing right next to him.  Needless to say, I had to peel off several lays of toilet paper after he left in order to return the roll to its original functional state.

            Hint #10 – Purchase and bring with you a light that can be placed on the floor and moved or angled to shine on the needed work area.

  • Did not have one of the gaskets that was needed – Now I am admittedly not a plumber. However, it would seem, at least from a laymen’s perspective, that one would stock a variety of gasket sizes ON THE TRUCK.  I would suspect our friendly repair man works on toilets nearly every day of the week.  Did he have the gasket needed for one of my toilets – no!  He excused himself as he traveled back to the shop, or perhaps to Lowe’s, to get one.  That inexpensive gasket just cost me, the consumer, $40-$50 in travel time plus the marked-up price of the gasket.  Remember, they charge by the hour, port-port.

            Hint #11 – Inventory a variety of gaskets on the service truck.  It’s not like gaskets are expensive or take up a lot of room. 

  • Cleanup after the tech left – Ok, the job of replacing the inside of all three toilets was now complete. Then it was time for my wife and I to take over.  The mud from his shoes had to be swept up, the trash in the waste baskets needed to be thrown away and the wet towels my wife lovingly placed around the toilets needed to be washed.  After he left, my wife was able to pull her car back into the garage.  It only took roughly an hour after he left for things to be back pretty much in order!?!

           Hint #12 – Bring your own towels and/or rags.  Clean up after yourself before you leave.  Remember, from the customers perspective (especially women), how clean the area is AFTER the tech leaves is a direct reflection on the quality of work done. It may not be true…but perception is truth to the homeowner.

  • How much did it cost? – The job was completed, so how much did it cost? I asked the tech how much it was and offered to write a check on the spot.  He told me he had no idea how much it was and then told me the office would bill me and out the door he went.

           Hint #13 – Collect on the job before buyer’s remorse sets in.  The real suggestion is to  charge via flat rate pricing.  That way the customer knows the cost “before” the work is done.  Also, there would not have been any grumbling by the customer  when the tech needed to go back and get a part.  The price would have been set.  Best of all, the tech could have collected right on the spot which would have helped cash flow.

From a functional standpoint the technician did a great job.  Before he left, he flushed and adjusted each toilet multiple times and he was very friendly.  He was experienced, having worked for the company for over twenty years.  Had he received a bit of customer service training, coupled with a few basic systems set up by the company, it would have been a great experience. 

By the way, the total bill (which I received a couple weeks later) was a bit over $300.  If the company has been on flat rate pricing the tech could have simply told me, up front “Mr. Grandy each toilet will be $100.”  I would have been happy, had no concerns about his having to go pick up a gasket, and the job would have been completed without my wondering for two weeks how much it was going to cost.

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Smiling Can Reap Dividends

By Tom Grandy

Smiling may not seem like a big deal, but it can be.  I was traveling this week, and in case you are unaware, none of the hotels, large or small, are offering breakfast.  Actually, they don’t even provide room cleaning.  Under these conditions having breakfast is only an option if you go to one of the few open restaurants.  My choice was Waffle House.  When I sat down my waitress came to my booth with a huge smile on her face that was immediately followed with great customer service.  She was joyful, and helped start my day off right.  As I ate my breakfast it seemed more than appropriate to comment on her outstanding smile and attitude.  That was when I noticed the name on her badge.  It was “Smilely”.  We chatted a bit and I watched her work with other customers.  Same consistent smile and outstanding customer service. 

When I left, I was feeling so blessed I left her a VERY LARGE tip and thanked her for helping to start my day off well.

A smile really does affect those around you.  It may not earn a huge tip but then again it could happen.  Give it a try tomorrow and see what happens. 

Grandy’s Profit University Audio Series has dozens of past presentations many of which covers customer service with a new “business” presentation coming out each month. Normally $24.95/month, this month it is only $19.95/month you will receive a steady stream of business building tips.  The subscription also provides access to all 275+ past presentations.  Sign up today!

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13 Things NOT To Do On A Service Call | Part 1 of 2

By Tom Grandy

Over my relatively long life I have learned a few things.  Some things were learned by reading, or through training, while many others were learned via real life experiences.  However, looking back, it seems like many of the true-life lessons were acquired by watching other individuals do things the wrong way.  This was one of those situations.

Do you ever get that feeling of impending doom?  My wife and I get that feeling every time there is a need for a plumbing repair.  Yes, all the technical parts of the needed repairs are normally outstanding, performed by techs with lots of experience.  It is the customer service side that we dread.  It was a relatively simple call.  We wanted the inside of our three toilets replaced.  The call was made, service was scheduled, and the tech showed up on time. 

Like most home repairs we have had performed, I stuck with the tech, for a number of reasons.  First, I like the accountability side.  Watching the tech work let’s him, or her, know I am concerned and want to be sure no time is wasted.  If a question should arise, I am there to answer it.  Yes, it can make the tech a bit nervous but hey, I am the customer, so I am always right, correct?  This is a bit more important with our plumber since they refuse to switch to flat rate pricing (I have had numerous conversations with the owner, but so far he won’t budge) so we are charged time and material.  Every minute spent on the job costs me money, even travel and picking up parts.  Secondly, I like to learn.  Sometimes I can watch the repair and perhaps make it myself if the same repair were to occur in the future.  However, the main reason I watch is to gain material for one of these articles. There is always something that takes place, good or bad, that provides great content for an article.  This repair did not disappoint.  I am about to share with you a real-life situation that actually occurred during the call…with me watching.  Read and learn, what NOT to do.

We were the first call of the day.  The CSR called to tell us the tech was on the way.  That part was good, except for my internal grumbling at having to pay for his travel time from the shop, roughly 30 minutes away, until he arrived at the house.  To keep from rambling too much the problems I experienced, I will simply use bullet points below:

  • Blocked the driveway – When I heard the knock at the door I glanced at the driveway. You guessed it; his van was parked right in the middle.  Now that would normally not be a big deal, unless my wife wanted to go somewhere, as she always parks her car in the garage.  The good news was that her car was not in the garage. The bad news was that she had already left to run an errand.  Yes, you are correct, she returned to the house, during the repair, and was forced to park on the street.  She was not a happy camper. 

            Tip #1:  Either park on the street or at least, request permission to park in the driveway. Blocking the driveway irritates the customer.

  • He wanted to use the front door – My wife keeps an exceptionally clean house. Entering through the front door would cause the tech to walk on the carpets, which then would generally require vacuuming after the tech left our home.  We will cover clean up a bit later.  However, if he entered through the garage he would be walking on tile floor, which would be much easier to clean, if were it necessary…it was. My wife suggested we open the garage door so when he arrived he would notice and come in that way.  Sure enough, he knocked on the garage door.  Victory!  Well sort of.  It wasn’t long before he REQUESTED to use the front door as it was a bit closer to his truck, which you will remember was parked in the middle of our driveway.  I was polite and simply suggested he use the garage entrance.  I didn’t even fuss at him for the request, at least not on the outside. 

      Hint #2: If it’s not obvious which door to come in and out of (multiple times during the  call) then ask the homeowner what their preference is. 

  • No Drop Cloth – He apparently failed Tech Customer Service Training 101. He did not bring in a drop cloth to wipe his feet on during his numerous trips back and forth to the truck.  I am not sure which was worse.  Option one, which was not using a drop cloth at all or option two.  Option two is the one our HVAC technician chooses to use.  When he comes he brings a drop cloth, however it’s normally dirty from the past job.  After entering our home, he routinely flips it out on the floor.  Guess what happens.  Right, the last customers dirt heads straight for my wife’s clean floor!  She is not a happy camper, nor am I, with either of these options.

            Hint #3:  Bring “clean” drop cloths and use them.  When this is done, lesson one in  Customer Service 101 will have been accomplished.

  • No Shoe Covers – Yes, I understand that some jobs are performed in less than clean conditions. Mud gets left on shoes and grass gets picked up from the yard (when the tech walks in the grass rather than walking on the sidewalk or driveway).  The industry has found a solution for that.  They are called shoe covers.  My tech apparently did not attend that class either.  Over a period of nearly two hours, walking upstairs to one bathroom, back and forth to the main level bathroom, and downstairs to the basement bathroom, he wore no shoe covers.  It wasn’t hard to track where he had been, just follow the mud on the floor and carpet.  This process did not create joy or happiness for me or my wife.

     Hint #4:  Wear shoe covers.  Show respect for the customer’s home.  They are not expensive and they at least give the perception of caring about the customer’s home.

The length of most articles is supposed to be roughly a thousand words.  With that in mind, we will cover the remaining 10 Customer Irritating Situations that occurred during the call in Part 2 of this article.  Stay tuned for next month’s edition!

Grandy’s Profit University Audio Series has dozens of past presentations on customer service with a new “business” presentation coming out each month. For only $19.95/month (normally $24.95/month) you will receive a steady stream of business building tips.  The subscription also provide access to all 275+ past presentations.  Sign up today!

Grandy & Associates also has a new online program to walk the viewer through the process of Compressor Teardown.  The normal investment is $74.95 but this month it’s only $69.95Order today.

If Your Techs Don’t Believe in Your Pricing, They Will Under Price the Customer

By Tom Grandy, Founder

Do your techs understand why you need to charge what you charge?  If not, they will tend to undercharge the customer.  It happens every day.  Mrs. Jones is 97 years old on Social Security.  She couldn’t possibly afford to pay $195 for the repair you just completed.  I’ll only charge her $150.  Bingo…the profit is gone!  All technicians and even the office staff, really need to understand what goes into the company’s hourly rate. 

Next time the techs are gathered around, try asking them a few questions.  Ask them what they think the company pays a year for Workers’ Comp insurance.  Ask them to guess what the company spends each year on gasoline and/or vehicle maintenance.  See if they can list at least 15 normal everyday costs of doing business.  The objective is quite simple, help them understand some of the costs that go into the hourly rate.  It might even be fun to print out a list of overhead costs the companies pays each year.  Beside each topic (rent, health insurance, utilities, etc.) list three-dollar amounts, one of which is real.  Hand a copy to each tech and ask them to circle the amount they think the company pays each year.  Make it a contest.  The tech that gets the most right answers, gets a free dinner or whatever you want to use as an incentive. 

When the winner is announced simply say something like “You have just seen a list of our basic overhead costs.  Now, think about adding the office salaries and your wages to that list and you might just get a rough idea why we need to charge $XXX.XX/hour.  If all that gets covered, the company generally generates a X% profit at the end of the year.  How you price jobs to the customer matters.  If you discount our normal fees it doesn’t take long for the profit to disappear.  If there is no profit, the company will soon disappear…along with your jobs!”  It might be quite thought provoking and just might make them a little less likely to discount rates in the field.

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How Much Profit Should A Company Make?

By Tom Grandy, Founder

The question that often comes up is, “How much profit should a company make?”.  The answer to that question can be a bit confusing.  It’s confusing because if you look at most of the published numbers, they pretty much say the same thing.  The average trades company makes a 3-5% net profit.  Is that a good number?  Absolutely not!  The problem lies with our friendly accountant whose job it is to minimize the taxes the company pays.  Let’s say the company has a review with their accountant in mid-December.  After reviewing the numbers, the accountant estimates the company will finish the year with an 18% net profit.  Ouch, the company is going to have to pay a lot of taxes on that 18%.  That is where Mr. or Mrs. Accountant begins to earn their money.  The accountant suggests the company might want to prepay bills that will be due after the first of the next year or perhaps purchase another piece of equipment or vehicle and take the normal, or accelerated, depreciation.  The accountant may even suggest loading up on inventory or pre-purchasing quantities of materials, parts or even equipment.  Bottom line, the accountant wants to spend some of the earned profit now in order to reduce profit and therefore the amount of taxes the company will likely need to pay.

This process is all well and good…from the accountant’s standpoint.  The process works and taxes are reduced.  The potential problem is spending too much cash.  Most trades companies have slow seasons which often take place the first of year.  It’s not unusual for a company to lose money the first quarter, before sales pick up as spring and summer roll around.  If too much of the company’s cash is spent, in order to reduce taxes, they can easily find themselves in a cash flow crunch during those negative months.  Remember, there is a huge difference in accounting dollars and actual cash flow dollars.  Cash flow deals with the real dollars that are flowing in and out of the company.  Not having enough cash to fund short term cash flow problems, will result in the company having to take out a loan, use credit cards or creating and drawing upon a line of credit.  The answer is seldom 100% cash flow nor is it 100% the accountant’s suggestions.  It’s usually somewhere in between.

Now, perhaps, you might have a better understanding of why the average trades company does NOT make a 3-5% net profit.  It is normally much higher than that if it’s well run, but by the time the accountant completes their work, the end result shows, for tax purposes, a 3% or 4% net profit.

Now, let’s go back to the original question.  How much profit should a company make?  The simple answer to that question is a well-run company should generate a 10-12% net profit overall.  The key word is “overall”.   Most companies have several departments ranging from residential service to huge commercial building projects.  The projected profit varies widely by department and by type of work performed. 

Generally speaking, the repair/service department should have the highest net profit.  It also happens to have the highest overhead and is the most difficult to run properly.  A well-run service department should generate a 15% to 20% net profit.  If the service department is on flat rate pricing, that number can easily jump to 20-25% net profit. 

When it comes to replacement of equipment, net profit should run 10-12%.  Large commercial jobs on the other hand, generally represent huge gross dollars while generating very small net profit numbers.  Large jobs often run the in the 3-5% range when it comes to net profit. 

The final area is new home construction.  Many startup companies begin by doing new home construction work, be it plumbing, heating, electrical or any of a variety of trades.  There are reasons for starting out doing this type of work.  Builders are normally looking for the least expensive subcontractor.  That would be our startup company.  The new entrepreneur is often working alone or with one or two other people.  Overhead is low because they are likely working out of their house or garage.  With little overhead to cover, pricing can be lower (which is what most home builders are looking for) while still generating a profit.  However, when those same companies begin to grow, they often move away from new construction work because their overhead goes up and their profit margins shrink.  Bottom line, if you can make any money doing new construction work, congratulations.

The above was a pretty broad brush in terms of profitability by types of work.  There are exceptions to every area.  Companies that tend to focus on one or two areas, tend to become very efficient at what they do and can easily exceed the above numbers.  Other companies only do custom work for high-end customers.  In that case, profit margins will also continue to increase.  Even companies that do solely new construction can prosper.  Companies that do only new construction tend to have their trade, policies and procedures down to a science.  They are efficient at what they do, know how and when to buy materials at discounted prices, and they handle their cash flow well.

Back in 1987, during my first year in business, I was reading an article on an airplane.  The article was about a small company that manufactured custom-made tennis shoes.  This was well before the massive number of different shoe styles we have today, with the unbelievable prices.  This was back when a normal pair of high-top or low-top tennis shoes would cost the average consumer $12-$15 a pair.  For the benefit of younger people reading this article, tennis shoes back then only came in black or white.  While the rest of the world was selling tennis shoes for $12-$15 a pair; this guy was producing custom made tennis shoes and selling them for $150/pair.  I will never forget the last statement in his article.  It said “It really doesn’t matter what you do or what you sell as long as you are the best at what you do – you will be successful!”

That is the key.  Pick an area of expertise and become the best at it in your geographic area.

No matter what type of work you do, pricing is key.  However, even if you are priced properly, if your techs don’t believe in your pricing, they will tend to under price the customer. 

This month’s Website Special speaks right to that issue.  It is a steaming version of Why Do We Need to Charge So Much?  This program will help your techs and employees fully understand why you need to charge what you charge.  This program is normally $114.95 but this month it’s only $99.95Order today!

The second Website special is our online program entitled Five Customer Buying Principles.  This is an amazing program that normally sells for $39.95 but this month it’s featured at $29.95Sign up today and listen whenever you have a half hour or so to spare.  You will be glad you did!  

If You Eat Too Much Cheese The Trap Will Spring

By Tom Grandy

If there is more than one child in the family, there is a high probability they are significantly different.  Their demeanor, intellect, and perhaps athletic ability differ, often a lot.  When it comes to handling money, the differences are readily apparent.  It’s their birthday.  Each receives five dollars from an uncle or aunt.  One child immediately places the money in their piggy bank.  The other child waits perhaps five minutes before requesting someone take them to the store so they can buy something with their new found wealth.  Neither is a big deal until it’s time to go on the family vacation.   During the vacation both children find items they wish to purchase.  One has the money and one does not.

Entrepreneurs are like children in some ways.  Let’s look at two of them.  Each had an idea and started their own business.  Both are successful. 

Entrepreneur #1 is wise and builds their business on the rock.  He or she takes a minimum salary and saves profit in order to reinvest in the company as it grows.  This person uses discipline and limits their debt with the mindset of becoming totally debt free as soon as possible. 

Entrepreneur #2 builds their business on the sand.  Any extra money they make is immediately sucked out of the company via increasing their salary, buying toys (boat, place on the lake, etc.) and/or buying that larger house in the better neighborhood.  Buying trucks and equipment is a snap.  The owner simply calls the banker who immediately approves the loan.  Things slow down a bit so cash flow is tight.  It’s time to draw on that line of credit again…until finally it’s maxed out.  Then there’s those pesky suppliers.  They are always wanting to be paid.  Hey, we are only 60 days behind so what’s the big deal?

Both businesses look good to the passer by.  They are growing, have great reputations for doing quality work, and the owners are well respected in the community.

One day it begins to rain.  Rain can come in many forms in the business world.  Sometimes it’s literally raining, day after day, and production gets behind.  Sometimes the bank the company has used for fifteen years gets bought out and the new bank requests (requires) you pay off the line of credit within 30 days.  Sometimes huge rain storms come in the form of national economic collapse like 2008 and 2009.  And guess what?  Sometimes the storm comes in the form of a virus.

Storms will come in one form or another.  The question is not whether the storms will come, that is a given.  The real question is whether your business is built on a rock or on sand.  One will survive the storm, the other may not.  No matter what form the storm may take, the way out is ALWAYS paved with cash.  No cash – no path!

Think about a mouse trap for a moment.  In this scenario the mouse trap represents cash flow in your company.  Cheese represents real cash in the bank.  You, as the owner of the company, are the mouse.  Cash flow issues, no matter the cause, are always a danger just waiting for the company to run out of money.  The trap is set and ready to be sprung.

Remember in this example the cheese represents cash.  As long as the cheese (money) isn’t touched, the trap will not be sprung and cash flow problems are held at bay. 

The owner is the mouse.  As long as the mouse leaves the cheese (profits of the company) alone, all is well.  Cash flow problems are still a danger but they are not causing a real problem as long as the cheese is not touched.

Now, let’s assume the mouse (owner) can’t fight temptation.  He has read the instructions on the mouse trap and realizes the trap is safe as long as it is not significantly moved.  The mouse (owner) really wants some cheese (cash) (it’s a small boat and the family will love it or perhaps it just another small withdrawal on the line of credit).  The mouse (owner) is very careful not to overly upset the trap.  Wow, that cheese (cash) tastes pretty good and besides there weren’t any serious consequences to the additional debt (just a small bit of cheese (cash)).  The mouse (owner) takes another bite, and then another and before long the trap is sprung!  Boom, cash flow becomes critical and the money isn’t there.

There is nothing wrong with enjoying the fruits of your labor.  You should, you worked hard to get to that point.  The lesson is to not eat too much of the cheese (cash).  Realize the cash flow trap is ALWAYS set.  Eating too much cheese (cash) will spring the trap and once the trap is fully sprung…few mice (owners) survive! 

Grandy & Associates has two great Website Special offerings this month.  The first is our 96-page Company Policy Manual.  This is a critical document for any business.  It details everything from drug testing to vacation policy.  Since it comes in Microsoft Word the user can add, change, or delete at will.  Normally priced at $134.95, this month’s Website Special is only $99.95.

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