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Do Your Homework

Figure out what your consumers expect from you… and deliver.

Axel Rittershaus




I was recently looking for a web design agency. I needed a new design for one of my websites and of course I was looking for a company to help me through a web search. Where else?

What would you expect from a web design agency’s website? I guess you would expect a decent or even mind-blowing website. That’s what I expected. What I found instead shocked me.

I searched for a Cape Town-based agency and got a long list. Naturally, I was curious as to how these companies (and self-professed professionals) present themselves on the Internet. And I was blown away for two reasons.

Surprise, surprise

I clicked on the first ad for an agency. The website I saw was way beyond my expectations. It was so bad I’m not even sure how to put it into words. It was worse than even the simplest design templates you can download for free!

I saw the first page and closed it immediately. I couldn’t even read the first page! The whole experience was alienating – and of course the company lost a potential customer.

So I went to the second agency, promoting their service with a paid ad. Once again, a big surprise. They weren’t as bad as the first site I had visited, but still worse than what you get for free. Off I went.

Third ad and it got a little bit better. At least this website had some kind of design and style. I clicked on the ‘clients’ link – and saw an empty page. Oh no…

The whole experienced saddened me, particularly because I know that many web designers struggle to find new clients. But I’m sorry: If you present yourself in such a bad way, you will never find enough clients.

And here’s the million dollar question: have you ever looked at your website from a client’s point of view?

Think about your clients’ expectations

Some might say: “We’re too busy to build our own website.” Hmm, good for you, but I doubt that this will last for long. If you are so busy because your work for clients is that great, do me a favour: upload a nice website with only one page, write some words about some clients, add some links to their websites and mention that you’re too busy to take on new clients. You can offer a registration form for people who want to stay in touch with you and work with you when you have the capacity for them. That should be easy to do for you and you wouldn’t scarce away potential clients because of your unprofessional website.

If you’re not so busy, do your homework and create something attractive to win new clients!

As a potential client, I need to see how great your design and coding capabilities are. If you can’t prove that on your own site, you’re not even on my list for the future.

Invest your money wisely

What really struck me was not the bad design. Well, it did hit me hard, but what’s been even worse: These guys paid money for ads to make me go to their website. They paid for letting clients know about them. And then they chased them away. That’s an interesting way of burning money.

The web designers I had a look at were also amongst the first ads, which means that they paid a lot of money for my visit.

My suggestion to them: Stop the ad-campaign for two months, hire another web designer to let them create a nice website. You can fund it using the advertisement-money you’re just saving. Then you can go back online. This makes much more sense than paying for ads and chasing away potential clients.

Do your homework

Now I ask you: Have you done your homework or are you discouraging potential clients when they get in touch with you for the first time?

  • If you are a web designer, you need to have an outstanding website.
  • If you are a car dealer, you have to have a clean shop, clean cars and polite staff.
  • If you are selling insurance, you have to have call centre employees who are pleasant, polite and know what kind of insurances you are selling – so they can forward every caller to the right agent.

The quarterly first impression check

As we all know, ‘there’s no second chance to make a first impression’. I recommend that you make a ‘First Impression Check’ every quarter. “That often?” you might ask. Yes. For a good reason – because the first impression often gets worse, not because of a dramatic change you have made. It perishes slowly but steadily. If you check quarterly, you can identify a decline in quality and service soon enough – if you pay attention to it!

Your check could look like this:

  • Do what potential clients do when they get in touch with you for the first time. It might be a call, a visit to your website, a look inside your window, whatever it is. Do what they are doing.
  • Now notice: Do you feel drawn towards your company or chased away?
  • Next step: Do what your existing clients are doing. It might be different to a new customer’s behaviour.
  • Now notice: Do you feel a) well treated as a customer, b) is your experience okay or c) do you think you need to find a new business partner immediately?

It won’t hurt you to figure out what’s wrong. But only when you know it can you can change it!

If you don’t do it by yourself, your clients will do it. They will show you their (bad) experience as your customer by not showing up any more. And by then it might be too late for you to react.

Do your ‘First Impression Check’ on a regular basis and you will have more loyal customers!

Axel Rittershaus is an internationally renowned C-Level / Executive Coach & Author who started as an entrepreneur in the IT industry in 1993. He knows that success is the result of hard work and determination even more than innate talent. A master of maintaining focus and follow-through, Axel supports C-Level leaders globally in achieving goals. Axel is dedicated and passionate to see clients succeed beyond their expectations. Axel is also the president of the International Coach Federation South Africa and a multiple Two Oceans and Comrades finisher. You can follow him on twitter.

Increase Profitability

What To Look Out For When Seeking A Mentor Or Coach

There is value in choosing a mentor or coach to help you build your business, says Dr John Demartini. Here he offers some sound advice on how to go about doing this so that you benefit from the experience.

Dr John Demartini




When I was in practice I noticed many doctors attempting to build a business would seek out mentorship from management consultants, from people who have already been down that path. And there’s wisdom from learning from foresight and not learning from trial and error. But there’s a pitfall – I noticed that not everybody is able to do or sustain the actions that these consultants would suggest. Where some would follow and immediately go and succeed, there were others who would sometimes feel self defeated because they couldn’t sustain the actions that the consultants would suggest and recommend.

So a small percentage would excel and do extremely well. But there were those who would spend their money on the coaching and they’d never get anything in return.  So the question is – what made the few excel with the help of a coach, consultant or mentor? And why is it that the majority of them didn’t do as well? And it boils down to how congruent the actions of the coach or consultant are with the values of the person that’s striving to build a business.

I have listened to numerous professional consultants all offering slightly different information about how to build a business. I have taken and learned from all of them. Some of them would suggest things I just couldn’t do – it just wasn’t me – and other things that I could do. And when I couldn’t do something, the coaches and consultants believed I just was not disciplined, not driven. They would imply that I didn’t have the drive… Their material works, but I wasn’t following it.

And those of you who have had the same experience will understand what I’m saying. And you need to know that the reason you don’t do what these coaches suggest is because it’s not aligning to your values. So you are labeled lazy, undisciplined, not driven. You are given these labels instead of realising that you’re self defeating because what they suggest is not congruent with your values. And so you go to different consultants until you finally find the one who matches, whose values are aligned with yours.

So it’s important to not envy and imitate somebody with a drastically different set of values. If you’re seeking a coach or mentor, make sure the coach/mentor has a value system that is closely enough aligned to yours or you will be setting yourself up to fail. Just because somebody is successful doesn’t mean if they are your coach or mentor that they will have the values that will lead you to that same form of success. You need to either shift your values to be able to succeed in their system or you need to find the mentor that aligns more with your values. Otherwise you’ll be beating yourself up thinking there’s something wrong with you when there’s nothing wrong with you. When you find the right mentor, you will take off.

So you either have to change your values to match the objectives of the coach, or change the coach to match the truth of your own values.

So the bottom line is, if you’re going to get mentorship, coaching or consulting from somebody, don’t just select the person because they’re successful. Select them because they’re successful and they have some alignment with your mission and your values. Make sure you select your mentorship and a consultant that is truly valuable to you; don’t live in a fantasy about who you are.

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Increase Profitability

The Link Between Scaling, Relationship Building And Technology

It is the first solution of its kind in South Africa, this platform supports entrepreneurs to effectively establish legal foundations in their businesses for optimum growth and overall business success.

Nicolene Schoeman-Louw




The challenges and opportunities of this new world and that the world is more connected than ever. The constraints of distance is no longer applicable and as a result business has little constraining borders. Networking is therefore still a component in key relationship building.

It brings me to my real point – in a world so busy and connected, what we cannot make more of is time and time, unlike any other commodity is invaluable when it comes to forging important relationships and sustaining them. So, if technology can break barriers when it comes to legal cost and time spent on it… why not? Especially when so many have experienced the consequences of not documenting the most important relationships in their business.

The SchoemanLaw SME Self- Service DeskTM is the ideal tool for any member-based organisation wanting to capacitate and empower members. It is an affordable and reliable online solution for start-ups and SMEs, where Users can customise and download their own contracts online and in minutes. It is the first solution of its kind in South Africa, this platform supports entrepreneurs to effectively establish legal foundations in their businesses for optimum growth and overall business success.

The following documents are examples of those available on the platform (currently hosting over 35 documents / agreement types):

  • Confidentiality and Non-Disclosure Agreement (“NDA”)
  • Independent Contractor Agreement
  • JV Agreement
  • MOI and Shareholder’s Agreement
  • T&C’s
  • Supplier Agreement
  • Letter Demanding Payment
  • Various HR Documents and Company Resolutions
  • BBBEE Affidavits (EME and generic QSE)

and many more!

Prices range from R195 and R895 per document if downloaded on a pay- as- you- need- basis or R249 / R495 per month on a subscription basis, this is over 75% less than usual rates if traditionally drafted by an Attorney. What is more, Users have the support of a Law Firm not only having created, but who maintains the platform and supports each User. We even offer customisable solutions. So, there support and a solution for any business regardless of size and industry are on offer.

The platform is easy to use, no prior legal training is required, and Users are supported through help texts, free podcasts, videos and training events. In the case of a legal incident occurring, you can consult with an attorney with the click of a button.

The platform is also ever evolving and completely customer- driven.  Documents are added as and when customers request them. All the documents are also frequently updated to ensure that they align to the latest best practice. There is no need to leave your legal needs unattended ever again!  The SchoemanLaw SME Self- Service DeskTM  therefore ensures that SMEs are no longer invisible and capacitates them to free up time needed to build relationships, grow and scale their businesses.

Empower your business today, go to:

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Increase Profitability

5 Winning Ways To Strengthen Your Bottom Line This Year

Let’s get down to the nuts and bolts of your profitability.

Revel Africa




The beginning of the year is upon us, and the question everyone is asking is, “How are we going to make this year more profitable than 2018?” Break away sessions to strategies are always good, however, the most effective organisations know that the best ideas didn’t come from high-level planning, rather, they come from the field.

1. Your winning market

The saying goes, ‘The riches are in the niches.’ This year, stop spreading your sales focus thinly across several markets. Review your data on the which niche or subgroup of buyers make up your best customers. Then laser focus your best sales efforts and talent on these prospects this year. If you don’t have data on your buyers, then make a commitment to invest in your CRM software this year, so that next year your focus can be accurate.

Related: How Excellent Customer Service Affects Your Business’ Bottom Line

2. Your winning product or service

Don’t let chance dictate which sale you focus on, rather identify which of your products or services has the highest margins. Your data will tell you which products or services you should focus your sales efforts on this year, and which you should phase out, or simply terminate immediately.

3. Win more customers

You have a big budget for your lead generation, but invest more this year on optimising your lead conversion rate. No matter what industry you are in, or if you convert leads digitally or face to face, your ability to turn leads into sales is a potent leverage point to increase profits. For example, if you increase your conversion from 20% to 25%, that 5% increase in conversion will lead to a 20% or more increase in profitability (assuming your costs stay steady.)

Consider a sales coach to refresh your sales team’s conversion strategy, or review your digital data, landing pages, and automation strategy with a reputable digital marketing agency.

4. Whittle down waste

One immediate way to see your bottom line improve this year is to keep a tight rein on your sales team giving out discounts and freebies, and on your production team’s unregulated wastage. You’ll be surprised when you add it all up how much profit you’ve lost this way. Set boundaries over what is and isn’t okay for your sales team to do during the sales cycle.

Rather create bonuses or value adds that they can add in that have high perceived value but low cost of goods sold. For example, you might offer two free training classes to a new customer when they buy a year’s subscription to your software service.

A training class has a high value, but likely costs very little to add more seats to the room. As far as your production team goes, if you haven’t already, you should invest in business software that tracks productivity in your team, as well as in your machinery and equipment, to improve efficiency and reduce wastage. This alone is worth the investment costs of the software.

Related: Strong Company Culture Fattens The Bottom Line

5. Say ‘No’ to scope creep

Scope creep is when your customer alters the scope of your product or service after the initial agreement of work has been signed off, but with no alteration to the initial quote.  It is excessively common and can be very detrimental to a bottom line in service businesses.

This year, be clear about what is and isn’t on offer in the quote, and if there are any adjustments down the road, inform the client upfront of these additional costs. Wait for approval before starting the work. Be clear about prices for common extras that clients may want and let them know you’d be happy to provide these additional items for them at these pre-agreed prices. This could also be an opportunity for gentle upselling.

With this in mind, may 2019 see your bottom line grow from strength to strength.

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