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10 Lessons From Andrew Brand On Shaping Organisational Success

Ten lessons in growth to implement in your business today.

Nadine Todd

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Andrew Brand

For Andrew Brand, founder of 99c, going for their first big client took guts and determination. After landing Checkers’ entire retail advertising portfolio, he had ten weeks to hire 30 people, find premises and start working. It’s an incredible start-up story.

But building a business with almost 300 employees and a turnover of R175 million has taken strategic focus and a winning employee culture.

Here are the ten lessons that Andrew and his team have learnt about shaping organisational success.

1Client relationships are everything

One of the key reasons 99c won Checkers’ retail marketing business was Andrew’s personal relationship with his client’s marketing team. When he left his previous agency, not only did Checkers have no other point of contact, but they trusted Andrew.

They had faith in him, his understanding of their business, and the fact that he would put their needs first.

“I built that relationship on open and honest communication, and by always delivering what we promised. I put the client first. When I left, it was a valuable lesson for me going forward as well — business is all about relationships, but that relationship should be with the organisation, and not an individual. We’ve structured 99c based on this understanding. No client has only one single point of contact with us. They work with a team that always delivers on its promises.”

2Don’t be afraid to debate everything and anything with your client

“Successful relationships are built on transparency and respect. We play a key strategic role in the Shoprite/Checkers marketing strategy, for example, and we take this role seriously. We’re involved in our client’s business and take their success personally, which means we also can’t be scared to speak up when we believe a campaign or specific advertising strategy will miss the mark.

“Retail advertising is immediate — you can see the results of your campaign within a day — but the next set of specials comes out a week later, and so you can tweak, adjust and review within days as well. There are so many matrixes to measure and map out, but everyone has to be able to share their views.”

Related: Advertising Legend, Ivan Moroke on the 5 Questions Your Marketing Strategy Absolutely Has to Answer

3Fair remuneration and a great culture foster loyalty

“When the agency I previously worked for merged, it became clear that even though retail sometimes bills more than traditional above-the-line advertising, it’s not glamorous and it doesn’t win awards, so even though the retail creatives and client service team worked longer hours than everyone else, they were often paid far less.

“This never sat well with me. We’ve created a different remuneration structure that rewards hard work, loyalty and efficiency, no matter the client, product or campaign you’re working on. When we do lose people, it’s often because they’ve grown to a point where they need to find their next big challenge, and we support that.

“There’s nothing like watching an individual grow, even if that means they need to eventually leave your nest to spread their wings.”

4Stay on your toes

“Retail is fast-paced. You need to be plugged in to market sentiment and able to respond to it. More than that, you need fast turnover times with no errors. This takes focus and discipline, but it’s also testament to what can be achieved when you put your mind to it.

“If you have the right systems and processes in place, and employees who follow them, you can achieve almost anything.” In other words, don’t rest on your laurels, think you know what you’re doing, or that you’ve found the best solution. There’s a real danger in thinking that way. There is always a competitor looking for a way to out-innovate and outperform you.

5Be pragmatic and realistic

This may be one of the hardest business lessons to put into practice, because it requires business owners to put emotion aside to practically evaluate clients, products, services and the organisation as a whole. “I’ve never been the greatest creative, but I am pragmatic and practical. I’m a realist.

“This has allowed me to approach every problem from a solutions-oriented mindset, instead of letting fears and emotions hold me back. If I thought too long about what would happen if we landed the Checkers account, we never would have done it. Instead, we focused on the solution, and made it happen.”

Related: Why You Should Scrap Writing That Business Plan And Become a Lean Start-Up

6Run a lean organisation

One of the biggest factors separating corporates from small entrepreneurial businesses is cash flow. However, while corporates tend to have healthy cash flows, the ability of a start-up to run lean is invaluable as the business grows, because its built into the company’s DNA to be careful with expenditure.

“We needed to hire a team, purchase equipment and find premises. We also couldn’t afford to run with fewer people than we needed, and so our first round of hiring was over 30 people. We haven’t stopped growing since, and I believe in investing in people. That said, there are so many ways you can run a lean organisation without skimping where it matters. Don’t be a bloated, top-heavy organisation.

“Rather invest in the core of your business. What will enable you to offer your clients the best service possible? That’s where you should be investing. We were incredibly lucky in that Checkers gave us a really big platform to start from. We launched as a medium-sized agency, with an infrastructure that was working and paying its way from the word go. We used that to grow, but not to add frills and luxuries that the business didn’t need.”

7Don’t sprint until you can walk

Andrew and his team could have scaled earlier than they did. They had the infrastructure and the experience. But Checkers had taken a big chance on them, and they not only honoured this trust, but chose to use the time to build strong foundations instead of chasing quick growth.

“We had a mutual agreement with Shoprite/Checkers that we wouldn’t go out looking for other business for one year. We ended up extending this to even longer. We were completely focused on Checkers, and on our internal processes and systems. It was the best decision we could have made. It really gave us the right focus — we could dive deep without distractions.”

After 99c’s first operational year, they were named Shoprite/Checkers’ national supplier of the year. “This wasn’t a design award, but a customer award. It was a glowing commendation. It gave us confidence that we were doing something right, and more than that, it was shared by the entire company.

“It wasn’t recognition of one person’s creativity. It was acknowledgment that the entire organisation — our ethos, how we do business, how we deliver — is exceptional.”

8Be loyal to your clients, and they’ll be loyal to you

In 2014, when Shoprite’s agency closed overnight, Andrew received a call from his first and biggest client: They needed 99c to take on all of Shoprite’s campaigns — over the course of a weekend. “We immediately jumped into action.

“By that Monday we had inherited it all. We had interviewed 80 people from the old agency and hired 55 of them, and put out the first ad campaign. Everyone, from IT to HR to the design teams activated so quickly. Shoprite was putting all of their eggs into one basket — our basket — with the move, but they knew there would be an enormous dent to their revenue if they didn’t get that week’s ads out, and so they came to us for help. It’s incredible what you can achieve when you put your mind to it.”

9Never stop learning

“Lewin and Rob are our ‘greybeards’. Technically they’re non-executive partners, but Rob’s in the office every day. We have an open forum, and they offer me advice, affirmations and points to consider. They also gave our business gravitas when we launched and I was still in my mid-30s and an art director at heart. No one knows everything, not even Stephen Hawking.

“Media moves so fast, and our industry is full of constant flux and changes. You can’t know it all, which is why you need to keep learning, and looking for insights and advice. I screw up every day. I make assumptions, some good, some bad. Gut feel can only give you so much.

“I’ve found that I need honest advice and feedback. They might not have all the answers, but the action of asking often makes you think deeper about the problem and solution at hand. I have mentors and I’ve had coaches as well. If you want to increase your chances of success, surround yourself with incredible people.”

10Understand the role of a leader

“My key role is to identify business partners to run the business with me, to give people the space to grow and deliver, and to foster a passion to service clients. This isn’t my business, it’s our business. Operations is a team effort. Our creative director and deputy MD came on board at an executive level to ensure we make things happen. All of the operations partners have shares in the business, because I believe that this is how you find — and keep — the right people.

“Ultimately, success breeds success. Organic growth with a client is a fantastic endorsement of our team. If you price fairly and deliver what you promise, that’s the recipe for growth, and you can’t do it without the right team in place.

“Along this journey I’ve learnt that leadership is not what we often think it is. It’s not top down. You need to serve the people under you. As a leader you need to be able to roll up your sleeves, help, and get on with it. Our number one priority isn’t our clients, but our staff. You can’t look after clients if you aren’t looking after your staff. They need to be passionate, engaged, growing and given opportunities. If they’re happy, your clients are happy. At the end of the day it’s a pretty simple equation.”

Nadine Todd is the Managing Editor of Entrepreneur Magazine, the How-To guide for growing businesses. Find her on Google+.

Lessons Learnt

7 Pieces Of Wise Advice For Start-Up Entrepreneurs From Successful Business Owners

Launching a business is tough, but with perseverance, a willingness to learn from mistakes and a focus on the future, you can turn your dream into a reality. Seven top South Africa entrepreneurs share their hard-won start-up lessons.

Nadine Todd

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“What seems like an expensive lesson is actually the best thing that could have happened to you.” 

So you want to start a business? Seven successful entrepreneurs share their words of wisdom for start-up entrepreneurs

1. Offer advice and share your expertise freely

The more your clients are educated, the more empowered they will feel, and the more they will view you as a trusted advisor. I gave my clients material to help them develop the best labour policies and procedures. It didn’t make my service redundant — it built trust between us. — Arnoux Mare, Innovative Solutions Group, turnover R780 million

2. Stop planning and start doing

We all tend to complicate business with planning and processes. These shouldn’t be ignored, but you need to also just start — start your business, start that project, start walking the path you want to be on. — Gareth Leck, co-founder, Joe Public, turnover R700 million

Related: Watch List: 50 Top SA Small Businesses To Watch

3. Play your heart out and the money will follow

I learnt this valuable lesson when I was a student and busked at Greenmarket Square. You don’t stand with your hat, waiting for cash and then play — you play your heart out and the bills pile up in your hat. It’s the same in business. You can’t look at the bottom line first; it’s the other way around. — Pepe Marais, co-founder, Joe Public, turnover R700 million

4. Love learning lessons

What seems like an expensive lesson is actually the best thing that could have happened to you. I wasn’t paying attention to my partner or my books in our early days, and I didn’t realise the debt he was putting us into. We ended up owing R1 million. In hindsight, it was a cheap lesson to learn. Imagine if that happened today? The fallout would be much greater. We have 19 stores and nearly 100 staff members. It would hurt everyone, not just me. — Rodney Norman, founder, Chrome Supplements, turnover R100 million

5. Landing an investor starts with your story

A great story and data are the two golden rules of attracting an investor. You need both if you really want to access growth funding that will take your business to the next level. — Grant Rushmere, founder, Bos Ice Tea

Related: Watch List: 15 SA eCommerce Entrepreneurs Who Have Built Successful Online Businesses

6. Offer solutions

If you’re not solving a problem and creating value, don’t ship it — throw it away. That’s cheaper than selling a bad product. — Nadir Khamissa, co-founder, Hello Group

7. Small, clever decisions lead to big profits

One of the most important lessons any business owner can learn is that success on profit is nothing more than the accumulative sum of rand decisions. Lots of small, clever money decisions lead to big profits, and without the disciplines of frugality, money gets lost. It’s that simple. Question every single line item on a quote. Do we need it? Can we get it cheaper? This is what it’s about. — Vusi Thembekwayo, founder, Watermark

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Lessons Learnt

Here’s How Bosses From Hell Helped 6 Entrepreneurs Grow

From control freaks to being unco-operative, founders share what they learned from their worst boss.

Entrepreneur

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In business, sometimes the most valuable lessons come from the worst teachers. We asked six entrepreneurs: What’s the greatest thing you learned from a bad boss?

1. Bring everyone in

“A former boss was very hierarchical and discouraged collaboration. Everyone reported directly to her, and interdepartmental meetings were practically prohibited. It meant that only our boss had the full picture – we missed a lot of opportunity for alignment and cooperation. Today at our company, it’s a priority to hold regular team meetings and foster a strong culture of collaboration. It’s crucial that our team members weave collective sharing into the fabric of their day-to-day interactions.” – Melissa Biggs Bradley, founder and CEO, Indagare

2. Be vulnerable

“Don’t be afraid to show your emotions! I worked for a partner at McKinsey who was an incredible person but an awful manager because he kept his feelings bottled up. After a client presentation went awry, our team didn’t know where we stood with our manager. It was tense, awkward and demotivating. Showing vulnerability and letting others know when you’re genuinely upset can help everyone externalise their emotions, build trust and reassure employees that they aren’t alone. It sends a clearer message than stone-faced silence.” – Leo Wang, founder and CEO, Buffy

Related: 5 Factors That Make A Great Boss

3. Lend a hand

“I worked for someone who would never help out the junior staff with their work, even if he was finished with his own – he’d simply pack up and leave early. I now make an extra effort to ask my staff if they can use a hand when my own workload is light. It’s created a culture that feels more like a tight-knit team and less like a hierarchy.” – Adam Tichauer, founder and CEO, Camp No Counselors

4. Move as a group

“When I was a nurse manager, I had a boss with no experience in healthcare. She wanted to change our process for keeping patients from getting blood clots. I knew it was a mistake, but she insisted. Ultimately, the change failed. It taught me the importance of empowering staff to speak up. At Extend Fertility, we collect feedback from customers via surveys. Results are shared with our staff, and together we develop action plans to address negative experiences. It’s the employees who interact with patients on a daily basis who have the best solutions.” – Ilaina Edison, CEO, Extend Fertility

5. Trust your team

“I once worked for a woman who joined our team after I had been working there for a while. Every time I stood up, she’d ask me where I was going, whether it was to the bathroom or to the printer. She had a fear of not having control over my time and work. As a young adult, this behaviour really demoralised me, especially since I had excelled at the job for years prior. My leadership style is less neurotic. Once my team members have my trust, I’m pretty hands-off.” – Denise Lee, founder and CEO, Alala

Related: 5 Leadership Questions Every Boss Should Ask

6. Respect others’ time

“Early in my career, I had a project manager who’d wait until the very last minute to review work, then convey lots of new information and requests. This happened at the end of the day or, worse, after hours, when I was home. It was demoralising, inefficient and disrespectful. In my career, I’m conscious about reviewing work in a timely and complete way so my team can successfully incorporate my feedback without generating a last-minute crisis – or lingering resentment.” – Kirsten R. Murray, principal architect and owner, Olson Kundig 

This article was originally posted here on Entrepreneur.com.

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Lessons Learnt

11 Things Very Successful People Do That 99% Of People Don’t

Consistency is a big part of succeeding. The top 1% of performers in the world know this is the secret to their success.

John Rampton

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successful-entrepreneurs

Becoming wealthy and leaving an impact on the world is not an easy feat. If it were, everyone would go around doing it. At that point, it would not be much of an accomplishment at all.

Rather, being extremely successful requires an extreme amount of work. Especially when there is nobody looking. The best people have developed habits that help them reach their goals. These routines are not necessarily challenging to form, but they take consistent effort over extended periods of time. Creating these tendencies in your own life will propel your success.

Here are 11 things, that 99% of people (myself included) do not do, but really should.

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