1. Encouraging involvement

Today’s worker wants to feel like an equal and involved part of the team. They want to know that their contribution is making a difference to your business success. In a small business, it is even more important that your team feels there is equity in all aspects of the business. That includes compensation, but it also includes a sense that in the day to day operations, their contribution is being valued. Encouraging feedback, innovation and creativity helps employees feel genuinely engaged. "You need to create an environment of integrity, trust and respect to make absolutely certain that everyone is treated fairly, regardless of the differences they may have," says Sheehan. "It's essential to be inclusive, because that keeps everyone on the same page when it comes to the business's long-term goals."

2. Having a mission

For most business owners, making sure their businesses are profitable is a priority. After all, that’s what pays the bills (and the staff). However, a smart business owner knows there is more to life than making money, and understands that what is important to people transcends just making a living. An effective boss establishes a genuine business mission, educates his staff on how to deliver that mission, and stays true to it no matter which way the wind may blow. A clear mission motivates employees and can infuse a sense of the bigger picture in their jobs. "The point to be made is that there's something bigger than money," says Sheehan. "That can really help in keeping employees from feeling as though they have some mundane, day in and day out job."

3. Encouraging a fear-free workplace

Have you ever had a boss who was so terrifying you were afraid to make a move or decision for fear of humiliation, retribution, or being yelled at? If you’ve ever had a boss like that, you know how difficult it is to be productive or creative in your job. An effective boss understands that employees will make mistakes along the way, and encourages employees to take responsibility for them, and to learn from them in an effort to improve job performance. "This requires a mentality that encourages learning rather than a fear of making a mistake. Try something new and different, but know we're not going to kill each other if things don't work out," says Sheehan. "I was a swimmer in college and I swam fast when I imagined a shark was after me. I swam just as fast when I imagined I was in the Olympics. It's a question of what you want to focus on -- fear or opportunity."

4. Using a coaching leadership style

A good boss is both a leader and a coach who teaches, encourages and, if need be, corrects employees. A top-heavy leadership style that looks down on employees and simply shouts commands to be obeyed is passé, and ineffective. People aren’t motivated that way. A leader who walks alongside his or her employees, who leads by example, and who commands respect through integrity and knowledge is far more likely to accomplish his or her business goals. "A coach sees things very differently than the players," says Sheehan. "It's important to use that different perspective to educate and encourage. But it's also important, like a good coach, to lead your team by example." Don’t ask your staff to do something you would not be prepared to do. On the other side, don’t demonstrate behaviour you wouldn’t want to see in your employees. An appropriate balance of strength and compassion will give you a team that will want to get you a “win” for your business.

5. Understanding employees' career objectives

Employees are working for you because they need a job. But they are also working for you because they are on their way to building their own careers. In the end, that career may include a long and happy relationship with you (this is rare), but it may also be using your business as a stepping-stone to advancing their own career goal. If an employee has a goal of becoming a manager or running his or her own business someday, nurture that goal. Create opportunities for him or her to practice these skills in your business. Offer them leadership opportunities. Working with your employees to help them improve and create meaningful careers for themselves may keep them working for you longer.

Improving leadership skills should be an ongoing goal for every business owner. Make 2010 the year you create a stronger work environment that has all your employees talking about how great you are to work for. You’ll keep them longer, and never run out of resumes from people who want to work for you.

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The man in the video (we’ll call him Joe) ordered a set of knives from Company X through having heard about them on a radio campaign. These knives were manufactured in the UK and promised a 20 year warranty on sharpness and quality. He was very happy with the knives, however, a year after his purchase he was cutting a piece of cheese, and the blade of the knife snapped from the handle and broke. He contacted the radio company that ran the campaign, and was told that Company X would contact him the next day. In fact, Company X did contact him by phone the next day, apologizing for the problem and advising him that several other customers had complained about the same problem, and that at some point during that year they had changed manufacturers and corrected the issue of the steel edge not going deep enough into the handle to prevent breakage. They told him they would send out a new knife. The next day, a courier delivered the new knife to his door. Inside the package was a hand-written note from someone at Company X, apologizing for the inconvenience and letting him know how much he was valued as a customer. In less than 3 days, from another continent, Company X had responded to the problem and resolved the customer’s issue to his complete satisfaction.

The point of this story is two-fold. First, it bears truth to Trend #3 in the Business Trends for 2010, Part 1 article in the December 2009 edition of Small Business Success, stating the importance of real-time interviews for consumer reviews. This video drew me to the company’s website in my search for excellent knives – a website I would never have gone to had I not heard about it through this testimonial. Second, it spoke to the impact customer service can have on consumer decisions. Here are some customer service principles demonstrated by this company that would be good to bear in mind as you head into 2010 with your businesss.

1. Keep your word - Company X obviously gave the radio station that ran the campaign a 24 hour customer service promise – indicating that anyone who contacted them with a complaint would get a telephone call the next day. The radio station told this to the customers. We’re used to being told that someone will get back to us soon, but are often surprised when they do. This company took their promise seriously and did what they promised.

2. Provide a prompt response to customer complaints - it’s human nature not to want to deal with problems – and dealing with customer complaints is not on anyone’s “top ten favorite things to do” list, but it should be! Customer complaints give your business an opportunity to shine. Given the time difference between the UK and the US, it would have been easy for Company X to use that as an excuse not to be prompt with their reply, but they returned that phone call as soon as it was possible. This made the customer feel valued and important.

3. Create a quick resolution to the problem - next day delivery of a replacement item is almost unheard of, yet Company X found a way to do it. No excuses, just a new product, free of charge. How often have you tried to return a defective item and by the time you’re through you feel as if you’ve been through an inquisition? What were you doing at the time you broke it? How long have you had it? Were you using it properly at the time it broke? Was anyone else using it, and did they use it improperly to cause the break? And on it goes. A company that moves swiftly to resolve customer complaints will always stand out in an ever-increasing service-deficient culture. In fact, your quick resolution may prompt one of your customers to post their story on YouTube, and some day someone may be writing an article about you!

4. Don’t underestimate the power of the personal touch - in the video, Joe made a point of letting the viewer know that the note that came with the replacement knife had been hand-written. That was important to him. It showed him that someone had taken the time to address a note to him, and deal with him personally; again, a rarity these days. Do you take the time to make a personal connection with your customers when they have concerns or complaints? It may make the difference between having them ranting about you, or raving about you to all who will listen.

This little one-minute video made a big impact on me. Imagine what this kind of marketing could do for your business? Being aware of the media tools available to you as a business and using them as savvy marketing strategies is one lesson from this story, but it starts with being the kind of company that is committed to creating customer experiences worth talking about.

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1 Keep your priorities straight. When you are excited about building or running your business, it’s very easy to get caught up in work and forget about what is really important in your life – family, friends, faith (you determine the order of importance). The better you keep your priorities in order, the more easily you’ll be able to manage the stress associated with your business. Yes, it’s that simple. Take some time right now to think about what is really important to you. Reorganize your schedule to reflect your commitment to those things at the top of the list.

2. Get plenty of sleep. Many small business owners will start early and work late, then try to have a family life before falling into bed for four hours or so and doing it all again. This is ultimately counterproductive. A tired entrepreneur is less smart, less effective, less quick on his feet, and less creative. Get more sleep, and you’ll find you actually get more done. Sleep is also vital to your health. Be very careful before you skimp too much in this area.

3. Learn time management skills. There are many books and websites that can help you develop excellent time management skills. You can start managing your time effectively by simply making lists every day, and keeping a time diary noting everything you do in a week and how long it takes. Go over this diary and find the things you can eliminate. Then eliminate them from your daily life one at a time.

4. Learn to delegate. Entrepreneurs are do-it-yourself people. However, you need to accept that you can’t do everything for yourself. Find vendors or subcontractors who can help with some tasks at a reasonable cost. If you have the resources to hire an assistant or other employees, delegate tasks to them. Spot-check what they’re doing if you must, but let go of a little of that control. Delegating authority is one of the most important executive skills, and you need to learn that anyway.

5. Start your day right. Start your day with some personal reflection or inspirational reading, not checking email. Then, prioritize your tasks for the day and address critical issues. Spend about 30 minutes each day centering yourself and preparing for your day. While it may seem like a waste of time at first, you’ll find that not only are you more productive and focused, but you will be better equipped to handle the stress that appears in your life.

6. Focus on the positive and what you have accomplished. If you do nothing but focus on what you don’t have and how much you have not accomplished, your stress level will rise dramatically. Be positive. There is some truth to the statement, “What you think about, you bring about,” so keep your mind focused on positive things.

7. Don’t neglect your physical health. Stay physically active. Get regular check-ups. Eat right. Not only does exercise relieve stress, but if you get so run down that your health suffers and you can’t work, you will experience even more stress.

8. Take some time off. All work and no play is a recipe for disaster. Unfortunately, entrepreneurs typically take pride in how hard working they are, so taking time off is often viewed as a weakness, rather than a positive thing. The truth is that the more tired and stressed you become, the less productive you are, no matter how many hours you “work.”

9. Finally, look for the joy and sense of accomplishment in your business. If you find that your business is only bringing you heartache and no satisfaction, it’s time to change businesses. If you can’t make an immediate change, start making a plan for a change. Simply making a plan and taking some action to get started with implementing that plan will make a big difference in helping to decrease your stress level.

Even though operating a small business is a lot of work, it doesn’t have be excessively stressful.

Veronica Robbins is a successful entrepreneur who has started and operated several successful businesses. She now shares her success by helping others start their own businesses. Read more from Veronica at www.asoftanswer.org/question-about/your-small-business-guide.com

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