Business process | Words For Hire

5 Sweet Business Lessons from the Cake Boss

August 18, 2010 by Karen Swim

The Cake Boss is a US Reality Television Show which follows family owned Carlo’s Bakery in New Jersey, as they create amazing cakes. The cakes are unbelievable – a NASCAR race car cake (pictured to the right) built to scale, a cake that looked exactly like a paintball field and even a dog cake for dogs at a shelter. It would be hard not to love a show that’s all about cake. However, there are also some great business lessons beneath the frosting and fondant.

Show your ingredients. The Cake Boss shows us the ingredients that go into making great cakes. We see the process from client consultation to delivery and all of the details in between. Knowing what goes into a great cake (or business process) helps clients to understand what you are really doing for them. It can facilitate discussions about timing, value and the complexity of specialized requests.
Tell your story. Buddy Jr. (The Cake Boss) heads up the design and baking, and frequently talks about learning the business from his now deceased Dad, Buddy Sr. The company history is so much more than words on a brochure or web page; it is a living piece of all that the team does today. Yes, family owned businesses have a unique position but all businesses have a story.
Share your mistakes. We have seen cakes fall apart, incorrect dimensions and disaster deliveries. So often we are afraid to share what went wrong for fear that it will dampen our credibility. At Carlo’s mistakes are taken in stride, things happen and you fix them. The team learns from their mistakes and it increases our confidence in them because we know that they can bounce back from mishaps and keep the client happy.
Eat your own cake. Buddy is never ho-hum about his creations. He thinks every cake is “awesome” and his enthusiasm is infectious. The large, extended family also has Buddy and the team bake for every occasion and they put as much love into these cakes as they do for customers. If you won’t eat your own cake, what does that say to your customers?
Buttercream frosted king of the world. Buddy is transparent about his vision for the business. I love knowing that he is always working to improve and grow his business. Don’t be afraid to share your goals with customers. Your desire to be better lets them know that you are still passionate about your business and invested in its continued success.

You don’t need a reality TV show to give your customers a peek behind the curtain. Invite them in and let them see more of your process and your passion. The rewards could be sweet for both of you.

Do you have any sweet lessons to add to the list? Feel free to share them in the comments.

Is Your Business Puzzle Missing a Piece?

February 8, 2010 by Karen Swim

: Image via Wikipedia

I need a press release

I was told I need to be on Facebook

We need someone to create tweets for us

and so it goes…

One piece of a much larger puzzle, offered as the answer by a well meaning advisor, expert or friend, or taken out of context from a book, presentation or speech. Tactics offered up without an accompanying strategy served up like a gourmet meal that has only appetizers and no main course.

The problem with pieces is that you need all of them to get a full picture.

We have become spoiled. Information is widely accessible and often free. As a result we have been lulled into a false sense of confidence that specialized expertise no longer matters. We have the pieces of the puzzle, and we can put them together on our own. Who needs a PR professional when you can write or buy a press release? Hire a web designer- pshaw! We’ve got WordPress! Pay fair value for writers ? Of course not, we have article directories and PLR content.

But just because we can doesn’t mean we should. Having the pieces is only one part of the equation. A puzzle master will have a strategy for how they all fit together. He or she will assemble the right pieces, faster and better than you can do on your own. Specialized expertise is not a waste, it is actually a more cost efficient method of achieving your goals.

Being an expert in your own business will require you to strategically choose how you spend your time. If you are bootstrapping a new business you will need to get creative and do some things on your own. However, you cannot remain a bootstrapper for the lifecycle of your business. At some point, to grow and take your business to the next level you will need to hire skills that you do not possess.

In the short term, you may save money by figuring things out on your own but what will you have sacrificed in the process?

Specialists invest in their ongoing education. They hang out with other specialists to learn and grow. They have inside knowledge and competitive information. When you hire a specialist you are paying not only for skill but their contacts, database of knowledge, hard won lessons, shortcuts, tips and more.

I realize that we are living in leaner times. You cannot hire a specialist for every business process but you should consider it for mission critical tasks. Weigh your upfront investment against the return and you may also conclude that it’s cheaper to hire someone who can take the right pieces and make a whole picture that is just right for your business.

Do you hire specialized expertise or have you gone the do-it-yourself route? Why or why not?

What I Learned from the “Why Girl” and How It Can Help your Business

November 25, 2008 by Karen Swim

Image by Liquid Lucidity via Flickr

Written by Karen D. Swim

Years ago, I had a colleague who we nicknamed “The Why Girl.” It was not one of those mean, behind the back nicknames whispered in the corner by the water cooler, she knew and embraced our good natured ribbing. She earned the nickname because in every management meeting, you could count on her to ask “Why?” When presenting her own points, she would give you her list counting them off 1, 2, C (because she always forgot if she was counting down numerically or alphabetically – yes we found it hilarious!). I liked “Why Girl.” Questions force us to examine our own beliefs and opinions, and in doing so renew our own understanding. One of the best ways to learn is to teach.

I think of “Why Girl” a lot these days as I question actions I have taken for granted and explore new paths. The exercise has opened my eyes to things I do without thinking that may befuddle others. It has made me take a step back and examine business processes – Why did I set it up this way? Is this intuitive for customers? Why did I word this message in that way? Is it easily understood? Is email most efficient for this communication or would it be better to call?

When children ask “Why”” it can be annoying. We may tire of explaining and become exasperated when we can’t explain something that we just accept as true. Yet, are colleagues and customers silently asking “why?” Are we exasperating them with our lack of answers or unwillingness to even listen.

Social media enthusiasts risk not asking “why?” and assuming that everyone knows how to (fill in the blank) or that everyone understands why. In truth, only a small percentage of your population may understand “why.” Believe it or not there are still many people who are not even comfortable with email let alone other social media tools. It is important not to become so entrenched in your comfort zone that you isolate those who may not be where you are yet.

Or you can dig in your heels and decide that they need to figure it out because after all the future is here. You could do that … but it would be a big mistake. A willingness to ask why provides you an opportunity to lead. When you not only understand but are willing to show others the way you will achieve far greater results than simply following the “in-crowd.” Taking a step back to examine, and question may lead you to discover an unmet need. Identifying an unmet need is an opportunity to fulfill that need in the market, and to take a position of leadership.

The truly cool kids are not just moving from one shiny toy to the other, they’re taking it apart, banging it against the wall, and merging it with different parts. They’re not only asking why” but also “What if?” If you are wiling to challenge, examine and question you have an opportunity to do and be great. In my mind that’s a much better position than simply standing in line waiting for someone else to figure it out.

Have you asked “why” lately in your business or personal life? Were you surprised by the answer? Feel free to share your comments, opinions or questions. Discussion is welcomed and encouraged.