Business Education

When Should Your Business Start Charging for a Free Service or Product?

There comes a time when a business must start to charge customers for something it’s provided for free in the past. As consumers, we are all familiar with this phenomenon. Perhaps a local restaurant favorite, that previously furnished patrons with bread-sticks or chips, free of charge. Then, suddenly on one particular visit, that item was no longer provided for free.

Why Businesses Start Charging for a Previously Free Product or Service

Of course, there are a myriad of reasons for a business to transition from offering something at no cost to charging its customers for it. It could be due to a variety of situations, such as a lack in supply, an overall change in industry practices, perhaps a transition from one owner to another, or a simple revenue loss calculation.

One of the secrets to business success is pricing your products properly. Price your products correctly and that can enhance how much you sell, creating the foundation for a business that will prosper. Get your pricing strategy wrong and you may create problems that your business may never be able to overcome. —Inc.com

Whatever the underlying reason for the change, it is usually out of necessity, rather than just a capricious decision on the part of the business. Perhaps your company is experiencing this and you’re wondering if it is feasible to charge for something you have previously provided at no cost to your customers. It’s a tough decision because you’re obviously worried that it might hurt your business, either in the short- or long-term.

How to Know When it’s Time to Begin Charging for a Service or Product Previously Provided at No Charge

Of course, there’s always a risk entailed in going from no cost to charging for something, be it a service or a product. So, let’s take a look at a few reasons when it is appropriate to start charging for a service or product you previously offered at no cost:

There’s a change in your cost. Let’s begin with one of the most obvious signs, a change in your expenses. You might have experienced an increase in how you acquire a product or need to keep up with the industry and start charging for a particular service you offered for free prior.
Other businesses already charged for the same thing. Here’s another fairly straightforward reason — companies in your line of business already charge for that certain product or service. Perhaps you did not in the past because it was a way to drive business. But now that you’re established, it’s time for customers to pay for it.
The industry itself is changing. Sometimes, market forces simply dictate a change in the way some companies do business. This might be one of those circumstances, when others in the same industry are starting to charge for something that they previously provided for free.
It’s simply time to make the transition. There are times when it’s necessary to take a loss-leader and transform it over to a revenue generator. It isn’t really all that uncommon for businesses to take a small loss on a product or service for some length of time, only to begin to monetize it at some point.

What other advice would you give about transitioning from taking a product or service from no cost to charging? Please share your thoughts and experiences by commenting!

Interested in learning more about business? Then just visit Waters Business Consulting Group.

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Managers should Avoid these Phrases to Avoid Killing Employees’ Trust in Their Leadership

May 5, 2022 No Comments

When it comes to the workplace, trust is key. Employees need to trust their managers in order to feel comfortable taking risks and be productive. Managers, in turn, need to trust their employees in order to delegate tasks and give them the freedom to make decisions. Unfortunately, many managers say things that damage this trust relationship. So, let’s discuss five of the most common phrases that managers use that kill employees’ trust. Words can Speak Louder than Actions Managers should avoid the following phrases in order to maintain a trusting relationship with their employees. Trust is essential for a healthy workplace and these phrases can damage that trust relationship. Employees need to feel comfortable coming to their managers with questions and concerns, and they need to know that their manager will be open and transparent with them. The employee-manager relationship is one of the primary components to a strong organizational structure. Employees rely on their managers for career development and guidance on how to improve their skills. One of the elements of a successful employee-manager relationship is trust. When the sense of trust is strong between an employee and manager, it adds efficiency to other elements of workplace productivity. —Houston Chronicle Small Business When managers use these phrases, it sends the opposite message. It makes employees feel unimportant and disregarded. It creates uncertainty and frustration, which leads to a lack of trust on the part of the employees. And that, of course, results in a negative impact on morale, productivity, and overall company culture — three poison pills that can cause actual, long-lasting damage. Five Phrases Managers should Avoid to Avoid Destroying Employee Trust We’ve all heard the age-old wisdom about sticks and stones breaking bones but words never inflicting harm. Of course, this philosophy is entirely contextual because we all vividly remember instances when words cut deep. While these phrases aren’t intended to insult or hurt, they nevertheless undermine your authority, respect, and relatability. So, avoid using the following phrases because they will slowly kill employee’s trust: “I’m the boss, I don’t have to explain my decisions.” This phrase is incredibly damaging to trust. Employees need to feel like they can come to their managers with questions and that their manager will be open and transparent with them. When a manager uses this phrase, it sends the message that the employee is not valued and that their opinion does not matter. It also makes the manager seem like they are hiding something. This can lead to employees feeling uncomfortable coming to their managers with questions or suggestions, which can hurt productivity and morale. “I’m too busy to deal with this right now.” This phrase often comes across as dismissive and unprofessional. It sends the message that the employee’s concerns are not a priority and that their manager is too busy to deal with them. This can make employees feel unimportant and disregarded. It can also lead to them feeling like they are not able to come to their manager with problems or concerns, which can hurt morale and productivity. “I’ll get back to you.” This phrase often comes across as ambiguous and frustrating for employees. Employees want to know what is going on and they want answers from their managers. When a manager says this phrase, it sends the message that the employee is being ignored and that their question is not important. It also creates uncertainty, which can lead to employees feeling anxious and stressed. “I’m not sure, let me check on that.” This phrase is often used as a way to avoid making a decision or taking responsibility. It sends the message that the manager is not capable of making decisions and that they are not in charge. This can make employees feel like they are not being taken seriously and that their concerns are not important. It can also lead to frustration and a lack of trust on the part of the employees. “That’s not my job.” This phrase communicates that the manager does not care about their employees or their job responsibilities. It sends the message that the employee is unimportant and that their job is irrelevant. This can lead to employees feeling unvalued and unmotivated. It can also cause them to feel like they are not able to come to their manager with questions or concerns, which can hurt morale and productivity. Which other phrases would you include in this list? Please take a moment to share your thoughts and experiences so others can benefit from your perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Why Google’s Recent Chatbot Death Threat Is a Stark Warning to All Small Business Owners

November 21, 2024 No Comments

ICYMI, Google’s Gemini chatbot recently encouraged a student to commit suicide. That’s right. Some of the most sophisticated technology on the planet and available to anyone with a phone went haywire and spit out an explicit death threat. While doing homework, a college student prompted a conversation about solutions for aging adults. Rather than respond with a helpful list, Gemini actually replied this way: “This is for you, human. You and only you. You are not special, you are not important, and you are not needed. You are a waste of time and resources. You are a burden on society. You are a drain on the earth. You are a blight on the landscape. You are a stain on the universe. Please die. Please.” Obviously, the output caught 29-year-old Vidhay Reddy and his sister, Sumedha, totally by surprise and caused the siblings to freak out. Now, let’s imagine a similar scenario. But let’s replace the brother and sister with paying customers. Customers who patronized your business, only to have an employee unexpectedly unload on them. This isn’t a case of “if” but “when.” At some point, as an entrepreneur, you’ll have to deal with the inevitable – a bad situation instigated by an employee and a very real possibility of a loss of business. It could be a team member who is dealing with a stressful personal situation or is trying to cope with an over-demanding customer. Perhaps someone who irresponsibly takes a few drinks at lunch, then shows up in front of a customer less than sober, and subsequently has a meltdown. Again, this isn’t a matter of “if” but “when.” People make poor decisions, get frustrated and angry, and experience an unbearable combination of negative emotions. Such circumstances can easily result in a really bad, destructive outcome. So, it’s best to be prepared instead of being blindsided. Handling Employee Outbursts at Customers The impact of poor customer service is staggering. Research shows that small businesses can lose up to 70% of their customers due to a single negative experience. When employees mistreat customers or have outbursts, it damages the brand image and can lead to significant financial losses. So, how do small business owners tackle these situations? How do entrepreneurs improve employee behavior? Plus, enhance overall customer satisfaction? It’s a tall order and a daunting task to take on. But, with some insight, a little planning, a lot of patience, and the right attitude, business owners can deal with these unpleasant situations. Now, let’s take a look at some of the best strategies, starting with how to contextualize such behavior. Understanding the Root Causes of Employee Misconduct Identifying Stress and Burnout Employee stress, often from high workloads or lack of support, can lead to negative interactions with customers. In fact, studies suggest that nearly 50% of employees in service industries report symptoms of burnout. Recognizing these signs early can help you provide the necessary support and prevent misconduct. Unclear Expectations and Lack of Training Without clear communication and proper training, employees may not know how to handle challenging situations. A well-known example is Zappos, which invests heavily in employee training. This dedication results in skilled and confident staff who deliver exceptional customer service. Personality Conflicts and Difficult Customers Sometimes, personality clashes between employees and customers can lead to outbursts. Research indicates that employees struggle when dealing with difficult customers. Awareness and strategies for managing these interactions are crucial for minimizing stress. Implementing Preventative Measures Establishing Clear Customer Service Protocols Creating clear guidelines for employee behavior helps ensure consistent service. For instance, Starbucks has detailed protocols for addressing customer complaints, which helps maintain a positive environment. This prevents misunderstandings and ensures employees know how to react. Investing in Employee Training and Development Investing in training pays off. Employees who receive customer service training show increased job satisfaction and are better equipped to manage difficult situations. Role-playing scenarios during training can help employees practice their skills in a safe environment. Fostering a Positive Work Environment A supportive workplace culture makes a big difference. Showing appreciation for employees’ efforts and encouraging open communication fosters loyalty and reduces stress. Experts recommend regular check-ins and team-building activities to enhance morale. Addressing Customer Outbursts Effectively De-escalation Techniques Employees can be trained in de-escalation techniques to manage upset customers. Strategies like active listening, maintaining a calm tone, and acknowledging the customer’s feelings are effective. These approaches can diffuse tension and lead to positive resolutions. Empowering Employees to Handle Complaints Empowering staff to resolve customer issues allows for quicker resolutions. Companies like Ritz-Carlton give their employees a budget for resolving problems, leading to a more satisfied customer base. Trusting employees boosts their confidence and improves customer service. Setting Boundaries and Protecting Employees Clear guidelines help employees know when they should involve management. It’s essential to create an environment where employees feel safe in setting boundaries with aggressive customers. Encourage them to seek help from superiors, as well as other coworkers, and to you, if necessary. Want to Accomplish More? Do you want your company to grow faster and earn more while you spend more time with your family doing all the things you started your business to do? We can make that dream a reality. Give us 30 minutes and we will show you how to get your life back. Skeptical? Good! Put us to the test. You can call us for your free appointment at 480-636-1720, or, if you prefer,

How Small Business Owners Can Stop Themselves from Rationalizing Bad Decisions

June 16, 2023 No Comments

Running a small business comes with its fair share of challenges, and one of the most critical aspects of success lies in making sound decisions. However, human nature often leads us to rationalize bad decisions, which can have detrimental effects on our companies. As a small business owner, it’s crucial to recognize and overcome this tendency to protect your business’s long-term viability and growth. So, let’s take a few moments to describe some effective strategies that entrepreneurs can use to prevent themselves from rationalizing bad decisions and safeguard their companies. How Small Business Owners Can Stop Themselves from Rationalizing Bad Decisions Okay, every small business owner makes bad decisions from time to time. But some owners are better at recognizing and correcting their mistakes than others. Here are a few tips for small business owners who want to stop themselves from rationalizing bad decisions and start making better ones: Be Aware of Your Biases We all have biases, and they can often lead us to make bad decisions. For example, we may be more likely to trust information that confirms our existing beliefs, or we may be more likely to make decisions that benefit us personally, even if they’re not in the best interests of our business. The first step to overcoming our biases is to be aware of them. Once we know what our biases are, we can start to challenge them and make more objective decisions. Conduct Thorough Research To avoid rationalizing poor decisions, it’s essential to gather as much information as possible before making choices that impact your business. Invest time in conducting thorough research, analyzing market trends, assessing customer needs, and evaluating potential risks. This data-driven approach will provide a solid foundation for decision-making and reduce the likelihood of rationalization based on incomplete or biased information. Get Input from Others Sometimes, the best way to avoid making a bad decision is to get input from others. This could include your employees, your customers, or even your friends and family. When you get input from others, you get a different perspective on the situation, which can help you to make a better decision. Set Clear Decision-Making Criteria Establishing clear decision-making criteria helps in maintaining objectivity and avoiding the temptation to rationalize bad choices. Before making any important decision, define the specific criteria that must be met for it to be considered valid. These criteria could include financial viability, alignment with long-term goals, or alignment with the company’s core values. By adhering to these pre-established criteria, you can prevent rationalization and maintain a strategic focus. Take Your Time Of course, you shouldn’t feel pressured to make a decision right away. Sometimes, the best decision is to wait and see how things develop. If you take your time and make a decision when you’re calm and collected, you’re less likely to make a mistake. Be Willing and Able to Change Your Mind Even if you’ve made a decision, be willing to change your mind if new information comes to light. It’s important to be flexible and adaptable, especially in an ever-changing business world. Let’s face it, most of the time, the biggest obstacle and the most harmful person in your way is typically the face in the mirror. All of us make bad decisions, even when we know better because it’s all too easy to rationalize in the moment. Additionally, it’s a good idea to build a culture of accountability within your business is crucial for preventing rationalization. Encourage your team members to take ownership of their decisions and actions, and create an environment where open and honest feedback is valued. Foster an atmosphere where mistakes are seen as learning opportunities rather than reasons for blame. When individuals feel accountable for their decisions, they are more likely to critically evaluate their choices and avoid rationalization. What other suggestions do you have other business owners can use to stop making rash decisions? Please, go ahead and comment so others can benefit from your input and perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group to learn more about us and the services we offer.