Think about how many times you have given a client a discount on their first visit, and from that point on they expected a discount every time. Yet that discount was only ever meant to apply to the first purchase for first time customers. Situations like this often occur when business guidelines for small business owners are not clearly communicated from the beginning.
Or have you ever seen a client on the weekend, even though that is not something you would usually do, and then they start expecting you to be available every other weekend as well?
When it comes to your staff, do they know what is expected of them? Do they know what working at the required standard looks like, and what would be considered below or above expectations?
Guidelines can be set in a business to help ensure that the values and direction of the business are reflected in the day to day activities that take place. Guidelines are not about being right or wrong. They are about creating clarity. For anyone engaging with your business, whether as a staff member, client, or customer, it is important to communicate those business guidelines where relevant so the working relationship can operate with a shared understanding.
Why Business Guidelines for Small Business Matter
These guidelines can be communicated verbally, in writing, or through both. Written guidelines can be formal, such as contracts, or informal, such as marketing material, website terms and conditions, or signage displayed in your workplace. They can also be documented through policies and documented business processes.
Verbal communication can happen before someone engages your services or purchases your product. For example, the other day someone reached out to ask for an initial consultation with me, which I offer as a complimentary session, and I said yes. He then asked if I could do it on the weekend, and I said no. There was no hesitation in my response because I have clear business guidelines around how I run my business. He respected that, and we arranged the consultation for a weekday.
Think about what happens in your business. When people ask you questions, do you answer straight away, or do you hesitate? If you find yourself hesitating, it may be a sign that your guidelines have not yet been clearly set.
Here are some common scenarios that can come up in business;
• From a client/customer
– Can I have a discount?
– Can I call you on the weekend?
– Can I come and pick up my products at 7 pm? What are your standard operating hours?
– Can I use your service for 1 month instead of 12 months?
– Can you also do this for me?
That last one is especially important. Is what they are asking for actually within the scope of the service they signed up for? I have a client who is a consultant and was working with an agency on a project that had been clearly scoped and agreed to. During the project, the agency’s system went down, and they knew my client had the skills to help. Before agreeing, she made it clear that this new work was outside the scope of the current agreement and would involve an additional fee. Once that was made clear, the agency agreed to engage her for the extra work.
• From staff
– Can I work back today so I can leave early tomorrow?
– Can I submit the finance report a week after the normal due date?
– Can I use a new supplier for a material we use in our product?
– Can I take the company vehicle?
– Am I doing a great job? Having guidelines, such as Key Performance Indicators (KPIs) or targets, will allow them to answer this question themselves.
Another question might be:
“Will I get the promotion for the role I applied for?”
With regular communication throughout the year, including quarterly performance reviews, staff should already have a clear understanding of what is required to be successful in that role. That way, there are no surprises when the position is filled with the best candidate.
In your business right now, do you have clear business guidelines or policies? Establishing and communicating business guidelines for small business helps set expectations, maintain consistency, and ensure both staff and clients understand how your business operates.
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