Autotask how to stop being a whiner 2013
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Tom Clancy's presentation during Autotask Community Live! 2013 - The difference between good ITSP’s and bad ones is a lack of process. This presentation overviews some of the key ingredients to building a system of accountability and regular reporting. Get off your ass, stop making excuses and start doing the work you are supposed to.
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Autotask how to stop being a whiner 2013
- 1. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
- 2. WEBINAR AND WEBEX OVERVIEW If you are experiencing technical issues, please notify me, the marketing host, via the chat box at the right side of your screen. Questions for our panelists can be entered in the Q&A Box at the right hand side of your screen. There will be a Q&A session at the conclusion of the webinar.
- 3. WEBINAR INFO – ON DEMAND AND LIVE
- 4. POST WEBINAR SURVEY A post webinar survey will appear in your browser at the conclusion of the webinar. We appreciate your participation and feedback!
- 5. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
- 6. TRUE CONFESSION Don’t believe every word. I might be exaggerating.
- 7. Sound Familiar? US WITH GOOD PROCESS US THEM • Proactive • Responding to changes • Focus on your foundation • Repeating past success, learning from mistakes • Act with Facts US WITH BAD PROCESS • Reactive • Reacting to surprises • Apply Duct Tape as needed • Rebuilding each day, with only memory as a guide • Act on Faith
- 8. What We’re About to Cover • How to get real • How to get regular • How to get tough • How to get started
- 9. Get REAL • Metrics, Metrics and Metrics • Checklists • Handbook • Balance Sheet • Income Statement • Cash Flow
- 10. The Dreaded Trap of Growth
- 11. Metrics to Win With From Autotask • Monthly Recurring Revenue (MRR) – Average – Total • MRRROI (acronym FTW) • Time To Close • Tech Utilization • Issue Type From Finance App • Balance Sheet • Income Statement • Cash Flow • Credit Line Status • Expenses – Recurring – Dynamic • Open Invoices/Bills
- 12. MRR? Average MRR? MRRROI? MRROOFF? MRROWF ROWF? MRRRRRRUFF?
- 13. Utilization? Time to Close? Low Utilization Slow Close Fast Close High Utilization Slow Close Fast Close
- 14. Balance Sheet Income Statement Cash Flow Compare YTD Identify Slow Periods Why do shops fail? N NOo reCceAivaSbleHs?
- 15. GET REGULAR: With Scheduled Reports • Daily •Weekly • Monthly
- 16. DAILY “COFFEE” REPORTS Tickets Opened Tickets Closed Tickets Remaining Hours/Utilization (Per Tech)
- 17. WEEKLY “PIZZA BAGEL” REPORT Project Status Hunter/Farmer Report Hours/Utilization • Per Tech • Total/Average Financial Reports • Balance Sheet • Collections
- 18. MONTHLY “LOBSTER” REPORTS A.M. Visit Schedule Contract Expiration Warranty Exp & HW Review Customer Activity Update MRR and P&L
- 19. GET TOUGH 123:: TCEhraeptr e LT IihSgu hnntodn eSinrtegp. 3
- 20. GETTING TOUGH • Staff • Clients •Vendors •Yourself
- 21. Staff Review Criteria • Punctuality – Arrival – Ticket Entry • Popularity – With Clients – With Co-Workers • Effectiveness – Communications – Discovery – Solutions (the work) • Commitment – To You – To Their Career – To The Clients
- 22. Staff Review • Schedule • Narrow Range • Raise for a 4+ Average • Don’t Be Afraid to Give 2’s • Fire any 1’s.
- 23. THE SECRET PHRASE TO EASE SEPARATION • “…It’s not working out.”
- 24. The Secret… to a Successful Separation. IF PERFORMANCE BASED: •“I didn’t do this to you. You did this to you.” IF ECONOMIC BASED: •It’s them or the WHOLE company.
- 25. Client Review/Termination Why? • Not satisfied with you • Cannot be made profitable • Won’t listen to you • Keeps you up at night • Caller ID makes you sad Why Not? • Every customer is a good customer? • You will have to close doors without them? • You’re “friends”? THE ONLY REASON YOU CAN’T: You are under contract.
- 26. Vendor Review/Termination Why? • Bad Product • Bad Support • Direct Competitor – Dell – ConnectWise – Apple Store • Not Profitable – <5% – Time – Mindshare Why Not? • Change is hard • 5% kickback is so important • You’re “friends”? THE ONLY REASON YOU CAN’T: You are under contract.
- 27. What about YOU? SuYrevaehy,s Y, SOuUr.veys, Surveys Three Rules for Surveys • Short • Simple • Rewarding – No Trip to Disney Required – Just do something – Fix the problem Get Away, Far Away Turn off the email Open a notebook and write Make a list of customers Make a list of target customers Dream bigger
- 28. GET STARTED
- 29. HIRE A COACH! FURTHER READING! • Bird By Bird –Anne Lamont • What Got You Here Won’t Get You There -Marshall Goldsmith • E-Myth Revisited -Michael E. Gerber • Five Dysfunctions of a Team -Patrick Lencioni
- 30. THANKS! Tip your waitress, try the veal, I’m here all week. Second show is completely different than the first.
- 31. Thanks Tom!
- 33. CONNECT WITH US! twitter.com/Autotask facebook.com/Autotask Youtube.com/Autotask linkedin.com/company/autotask
- 34. SPECIAL OFFER! Buy Autotask Pro Get US $1,000 Voucher! *Good for up to 50% of services up to $1,000 For new customers who buy Autotask today through May 31st 2013 sales@autotask.com 518-720-3500 x1 E-mail sales@autotask.com for more info on Autotask! Subject: “tclancy050113– $1,000 Voucher for Pro” Call sales at 518-720-3500 x1
- 35. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
Notes de l'éditeur
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- Here’s a little truth before I embark on this journey with you. I haven’t solved all my own problems either. I’ve banged my head on the 4MM ceiling a couple times, and keep screwing it up and slipping in quality before I know what hit me. Capitalism is a wonderful self-leveling system though, and when I get too big to remain good, my customers help me by leaving. Allowing me to be small and great again.
- This slide could be talking about the way you run your business. Its also how we pitch our services to our customer, isn’t it? Funny how we don’t practice what we preach. We tell folks that with ABLE TECH in your corner, we’re going to make sure your data is safe. Our team is proactive, we’re on the case and in your face and you never have to worry. Then we get back to the office and ignore the cash flow report.
- Here’s what we’re going to talk about today. How to get real, get regular, get tough and get started.
- So the first thing we’ve got to do is get REAL. What I mean about that is facing the facts of your business. Real numbers. Monthly revenue. This March versus last March. May versus April. June’s forecast. Now remember its not all that hard to do, mechanically. Its just hard emotionally. Get over it. You are working with the best and most dynamic tool in the market to get you this information. You just need to start using it. And when I say metrics, I’m not talking about becoming a slave to ratios and margins, but you certainly need to understand your ratios and margins. Banks don’t accept ratios on deposit slips remember.
- At Valiant, we’ve fallen prey to this about 4 times in 10 years. We start to win some more business (the blue line), and keep all the team busy busy. But then all of a sudden we start getting TOO busy. The team starts to slip in quality. SLA’s get blown. Customers start to complain, maybe we lose a customer, so we respond and hire more people. But then we’re not as profitable until we earn more. Add more business, and repeat the cycle. The key is not to stop the cycle, but rather to know when its time to respond, and keep those ugly gulfs in either direction much smaller.
- Aw crap. I angered the grammar ref. sorry. Okay, that’s sorted, so, here’s the metrics that I think every service provider should have handy and frequently review. Some come from Autotask easily with the livereports engine. Some come from your finance app, and these are ALL canned in every financial package. Google how to find them if you don’t know how to get there.
- This is a very important internal metric to monitor. There is an obvious connection between the tickets taking too long to close and techs being too busy to breathe. But there is an equally important but less obvious connection between techs being underutilized and tickets STILL taking too long to close. Its called boredom or lack of challenge or lack of supervision.
- And remember the daily reports still apply!
- I couldn’t think of a meal you’d have once a month, so I settled on lobster. Apologies to any crustacean lovers that might eat it more often, or lovers in the other sense, that eat them not at all.
- Here is the recipe for getting tough. Eat Lightning. Crap thunder. In the absence of Mickey Goldman teaching us how, here’s some other pointers.
- I find it helpful to imitate/emulate someone when I’m in a crucial situation. Here’s my totem for this kind of thing. Cool. Calculating. Hard as a coffin nail.
- Remember its not the people you fire that make you nuts, it’s the people you DON’T fire.
- Its not just clients that ruin our lives. Vendors can kill you too. There are a number of reasons to make the vendors walk the plank. The product works badly. They don’t fix it, or help you. They are poised to murder you for a nickel. I can’t name names, but the first one that comes to mind is Dell. How about Connectwise. Or what about those blasted Apple stores? Of course the best reason to terminate a relationship is because it isn’t profitable. Not just in cash, they can also profit you by saving you time or increasing your mindshare with the client.
- Turn the spotlight on yourself. Get introspective. Figure out what checklists you’re missing. Be honest about your goof ups. M5’s trust website. Keep your surveys really short. Two questions. Are you satisfied. Would you tell your wife we did a good job? Remember Beavis and Butthead? Things either RULE or they SUCK. No 1-10 crap. This is about getting tough, right? You suck, or you rule. When I say rewarding, I don’t mean you need to buy people a car. Plus incentives like this are usually counter productive. A better incentive for the customers is to REALLY listen. To do something about their answers. To thank them. Personally. Even for bad reviews. Especially for bad reviews.
- UPDATE offer with your current offer and localize language! If you order quoting tool today, we will waive the $495 set up fee completely! AND We will give you a full $100 rebate on your first $100 you spend acquiring products using quoting tool! (That 100% profit on your first quoting tool order of $100 – and that’s not even counting your resale price!) And,
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