Category Archives: Business Mistakes

Some Things You Should Never Call Yourself

Irony: seems like people who call themselves experts, gurus, mavens, and inspirational speakers usually aren’t.

Have you ever been inspired by a self-proclaimed inspirational speaker? I haven’t. I’ve been inspired by authors, writers, researchers, teachers, founders, entrepreneurs, poets, even, lately, by Presidents. But they don’t call themselves inspirational speakers.

The greatest collection of inspirational speakers I know of is at www.ted.com. Hundreds of people, many of them, maybe even most of them, inspirational, but not one carries that particular label around. That’s not what their name tags ever say.

Yesterday I read this on PR Workbench by Jack Monson:

Self-described Social Media Experts beware!

If you call yourself a social media expert, the rest of us will soon see that you’re saying nothing.

And then, in this second post following up, this:

Don’t misunderstand – there are many true social media experts out there. The best of them do not need to call themselves experts; their clients and peers are doing that for them.

That seems clear to me. Do you agree?

(Photo credit: Original cc by Memekiller on Flickr, modified)

The 6 Most Expensive Words in Business

I saw this on Twitter yesterday, posted by Meghan Biro:

Remember that the six most expensive words in business are: “We’ve always done it that way.”–Catherine DeVrye

She makes a good point. In my 30+ years in business I’ve seen way too much of “we’ve always done it that way” and I’d like to think (maybe I’m kidding myself) I’ve hated that phrase since the very first time (in 1971) that I encountered it. In accounting and bookkeeping, marketing, product development, it’s widespread. That’s no reason to do anything.

And there’s also an important corollary: just because something didn’t work three years ago is no reason to not try it again.  

Always is almost always a suspect word. Things change.

Serves’m Right Award: Big Fine for Fake Reviews

I’m very happy to pass on the news that the state of New York has fined a plastic surgery franchise $300,000 for flooding the Internet with false reviews. This explanation is posted on the New York Attorney General’s official website:

Lifestyle Lift employees published positive reviews and comments about the company to trick Web-browsing consumers into believing that satisfied customers were posting their own stories. These tactics constitute deceptive commercial practices, false advertising, and fraudulent and illegal conduct under New York and federal consumer protection law. The settlement marks a strike against the growing practice of “astroturfing,” in which employees pose as independent consumers to post positive reviews and commentary to Web sites and Internet message boards about their own company.

While I have mixed feelings about governments regulating the Web, my gut reaction was celebration. I like using reviews on the Web (I’ve posted about reviews and review pollution here in Bad Apples last Spring and Reading Consumer Reviews last year), but they are easy to fake and abuse. In an email response to one of those posts, a hotel owner told me someone tried to extort $500 from him by threatening a bad review.

The paradox troubles me. Freedom of speech doesn’t mean freedom to pollute. Spam, fake reviews, porn and such worry me, but so does the idea of governments messing with it all. For now, though, I’m glad to see some government intervention on extreme cases, and hoping we can trust those agencies to leave the Web alone the rest of the time. Is that naive?

No, 37signals, Planning Is NOT What You Think

Rich irony: 37signals, publisher of Basecamp, the leading web app for project management, ought to know better than anybody that real business planning is a process, not a plan. After all, they do the kind of nuts and bolts management that makes that happen. Instead, however, Matt of 37signals posted the planning fallacy last week:

If you believe 100% in some big upfront advance plan, you’re just lying to yourself.

I object. Who ever said planning was “believing 100% in some big upfront plan?” Good business planning is always a process involving metrics, following up, setting steps, reviewing results, and course correction.

He goes on:

But it,s not just huge organizations and the government that mess up planning. Everyone does. It’s the planning fallacy. We think we can plan, but we can’t. Studies show it doesn’t matter whether you ask people for their realistic best guess or a hoped-for best case scenario. Either way, they give you the best case scenario.

OK that’s a dream, not a plan. Matt seems to confuse the two, but good business planners don’t. Any decent business planning process considers the worst case, risks, and contingencies; and then tracks results and follows up to make course corrections.

Which leads to this, another quote:

It’s true on a big scale and it’s true on a small scale too. We just aren’t good at being realistic. We envision everything going exactly as planned. We never factor in unexpected illnesses, hard drive failures, or other Murphy’s Law-type stuff.

No, but you do allow extra time for the unexpected, and then you follow up, carefully (maybe even using 37 Signals’ software) to check for plan vs. actual results, changes in schedule, new assumptions, and the constant course correction. Murphy was a planner. He understood planning process, plan review, course corrections.

Matt concludes:

That messy planning stage that delays things and prevents you from getting real is, in large part, a waste of time. So skip it. If you really want to know how much time/resources a project will take, start doing it.

Really bad advice there, based on a bad premise. Sure, if you define planning as messy and preventing you from getting real, then it would be a waste of time. But is that planning?

I wonder if Matt takes his own advice. When he travels, does he book flights and hotels? Or does he skip that, and just start walking.

Turning Good Advice into Bad News

Imagine, if you will, this scene:

You are in a group of angel investors talking with entrepreneurs looking for funding. Or you are in a group of venture competition judges giving feedback to teams after the judging is over. The entrepreneurs listen intently, nod, they’re understanding, and then suddenly one or more of their faces change, crestfallen, disappointed, cheated. Something that was just said triggered an immediate reaction:

But we put that in, they say, because so-and-so (the last angel group they talked to, or the judges of the last contest they entered) recommended it.  We specifically changed our plan to accommodate feedback. And now your feedback is in exactly the opposite direction.

I see it a lot. I’ve seen it for years in the judging of the venture competitions. Lately I’ve seen it in reviewing potential angel investments.

For example, one that comes up a lot is whether you go for the broad sweeping expansive view of future market potential, which some groups like and other groups tag as lack of focus or realism.

I like focus myself. Keep it manageable. Narrow targets. Getting to $5, $10, $20 million in three or five years, but more in control. More realistic.

A lot of other judges want to see a bigger pot of gold at the far end of a more distant rainbow. “How do you get to hundreds of millions?”

So they go for big, because the judges say so. Then the next time, it’s “but you have too many targets; you’re doing too much.” And then there’s that look again, the disappointment. We’re supposed to do what the last judges suggested.

As if Business Plans Don’t Matter to Venture Capitalists! Jeez!

Isn’t this about as dumb as saying a screenplay doesn’t matter because the audience won’t read it:

Small businesses seeking financing from venture-capital firms need not worry about writing up a solid business plan, since it doesn’t sway funding decisions anyway, concludes a new study by researchers at the University of Maryland Robert H. Smith School of Business.

That, I’m afraid, is the lead of Business Plans Don’t Matter to Venture Capitalists, in the Wall Street Journal‘s Independent Street blog, yesterday. And I like that blog. Raymund Flandez should know better.

Think about it: what the researchers mean to say, I would hope for their sake, is that the document itself — the formatting, the presentation, the painstaking worry about where to break the page, and all of that — isn’t as important as some people think.

What they say there, as quoted by Flandez, is as if they don’t even know what a business plan is. He makes it seem like they think it’s a piece of paper, or a collection of pieces of paper. Certainly, by the time they’re on the faculty of a major business school, well, that’s got to be journalistic exaggeration, right? Here’s what a business plan really is (and this is me, not them, from my The Plan-As-You-Go Business Plan book):

So the plan is a collection of concepts in the middle, [the strategy] surrounded by specifics that have to be done. Around the core you put a collection of metrics to be measured and tracked (lots of them are sales, expenses, and the like, but not all), task assignments and responsibilities for different people, dates and deadlines, budgets, and so on. That’s your plan.

Seriously, do you think for even a minute that venture capitalists don’t care about companies having strategy, and metrics, and tracking, and tasks and responsibilities, and forecasts, and budgets? Are you kidding me? They may or may not read the business plan, but the entrepreneurs they fund can’t possibly do a decent presentation without knowing their plan. What happens when they get to the first question about how much they need, and why, and what they’re going to spend it on?

I’ve consulted to venture capitalists in due diligence, for years, my company had venture capital investment in it and bought it back, and lately I’m also an angel investor. And I can tell you this: they may not read the plans, but that’s because the plan is for you, the startup wanna-be, to know what you’re trying to do, and how much money you need, and why, and what you’re going to spend it on. You may only show the VCs the presentation, but if you don’t have a plan behind it, with your numbers straight, then they’ll know it. Forgive me for quoting myself again, but:

From that core plan, you spin off various outputs. You take the highest highlights of the plan and 60 seconds or so to explain it in an elevator speech. That’s one output. Or you write it all out carefully, and add supporting information about the market and the industry and the backgrounds of the management team, and it’s a plan document. Or you create a 20-minute 10-slide summary with PowerPoint or Keynote slides, and that’s a pitch presentation for potential investors. Or you create a cover letter or cover e-mail, about a page or so, along with a 5- to 10-page written summary, and that’s a summary memo. Or you do none of these, you simply keep that plan as a collection of bullet points, of picture financial projections, and a list of things to be done by whom and when and for how much money, and share it with your team. In that last case you don’t ever edit or polish it, or sweat the page headers and page footers or font size. You just use it to manage your company.

Notice that none of these outputs stands as something you do instead of the plan. And none of these outputs is really the plan. The plan exists at the core, and you create the outputs as needed.

Doesn’t that make a lot more sense? And shouldn’t the professional researchers ask the right questions? The Independent Street continues:

“Our results are most supportive of the premise that planning documents play, at best, a minor ceremonial role and do not inform venture capitalists,” wrote researchers in next month’s issue of Strategic Management Journal. “Therefore, we conclude that planning documents do not play an important role in VC opportunity screening.”

Doesn’t the screenplay analogy apply here exactly? As if the fact that the investors don’t read the plans means the entrepreneurs don’t need them. The plan isn’t for the investors, anyhow, its for the people running the company. It’s not a sales brochure, it’s a business plan. And I hope this is just a quick reading of the real research.

Authors of the study are quoted as saying “A business plan may be useful in helping entrepreneurs organize their thoughts and details.” What’s the phase for that? “No duh?” I hope they play that out better in the full report.

When they get into the details, it sounds like this research was done in the wrong way, at the wrong time:

Researchers sampled 718 funding requests from April 1999 to February 2002, at the height of the dot-com bubble and its immediate aftermath.

I think by now everybody knows that the dot-com boom was not the brightest moment of the venture capital industry. I don’t think many of them look back with pride at how well they picked investments between April 1999 and February of 2002. I’m pretty sure the phrase “back to fundamentals” has come up a lot since.

So I’m tired of this silly myth that having a business plan doesn’t matter if the investors don’t read it. The entrepreneurs need it and want it, whether the investors read the details or not. They expect the entrepreneurs to know what they need to do.  I hope the actual research is better than the write-up it got in Independent Street.

True Story: Ready-Fire-Aim Doesn’t Work

Where do your new business ideas come from? What steps do you take to convert the new idea into a new product?

I was caught off guard last Friday when I was asked that question at the MERC 2009 entrepreneurship conference last Friday at George Mason University.

I should be able to answer that question without hesitation — starting a business and business planning are, after all, what I teach and write about — but this was about me, specifically, and how I had done it.

I know very well that you should always push the idea through an “ideas vs. opportunities” filter. Ideas are a dime a dozen, and worth nothing; except when and idea is an opportunity. The filter is a matter of planning: is there a market, can I reach it, do I have the resources, will it be profitable, will the investment of resources have a reasonable return?

I’m used to ticking off some standard lists of idea generators. “Find a need and fill it,” for example. Or, Guy Kawasaki’s “make meaning,” a theme of his The Art of the Start book.

This time, however, I hesitated. I realized that my own instinct is to build things that I want to use. I’ve been impatient with the filter step of making sure the idea is actually an opportunity. Sometimes I’ve skipped this key planning step. And I may have lucked out here and there, but on the long run, it’s worked better to check the market first.

My instinct is classic “ready, fire, aim.” I’ve learned the hard way, though, that “ready, aim, fire” is better. Even though I need it and want it, that doesn’t mean others will.

Example: Forecaster, a little-known product that failed. Set up a business line graph, define the horizontal and vertical, then draw the line with the mouse. It generates the numbers. I built it because I wanted it, but I didn’t take the planning step, and I was wrong. There wasn’t a market. It failed. And I had spent a long time building the product, creating documentation, building the packaging, the whole launch thing that could have been avoided with better initial research into the market.

Another, happier example, was a product we didn’t produce in 2002. That time we studied the market first, and it just wasn’t there. I wanted to use what we were going to build, but I might have been the only one.

Zebras Don’t Need Bailouts Either

Stress much? Running a business? Starting a business? Dow below 7,000, Washington as partisan as ever, banks teetering, and so on.

Zebras don’t get ulcers because their stress reaction was designed to help them run fast when lions are trying to catch them and eat them. It’s biology. And it’s basically the same for all mammals, including us. Except that we get stressed for lots of reasons other than getting chased by lions.

The stress reaction was supposed to be a physical reaction to short-term physical danger. It turns up the adrenalin, turns up the blood pressure, and helps us run like hell to escape the predators. And it works against lions, but not so much against month after month of bad economic news.

It’s hard to believe it’s been almost two years since I posted these two audio lectures on this blog. This post is mostly a repeat, taken from one I did in 2007, before we all needed it.

They were fascinating then, and they seem way more needed and to the point now. Both are by Dr. Robert Sapolsky, who teaches at Stanford University.  Ideally, get out of the office, take a walk, and plug into this. Each is a few minutes short of an hour:

  • Why Zebras Don’t Get Ulcers
  • Stress and Coping: What Baboons Can Teach Us

As a tidbit, so you believe me and listen to the two lectures, Dr. Sapolsky at one point describes a series of studies subjecting rats to stressful events.  Rats suffered less stress when they had a block of wood to chew on (a hobby).  Rats suffered less stress when they had a smaller rat to be mean to (gulp).  At another point, he talks about how studies in monkeys show that putting a monkey in a new cage is stressful, but it’s less stressful if there’s another monkey that the first monkey recognizes, and more stressful if there’s a new strange monkey in the new cage.  Monkeys apparently suffer stress when subjected to strange groups of monkeys, but the worst stress is when they have no contact with other monkeys at all.

Both of these are available for free at the Stanford on iTunes section of the iTunes store. If you haven’t installed the free iTunes software, I’m sorry, but this is worth it.  You don’t need a Macintosh or even an iPod, but it does take iTunes.  I hope that doesn’t generate stress.  So please go to the Apple iTunes store and search for Stanford, and the health series, and find these two recorded lectures.

And okay, for anybody who really doesn’t want to install iTunes, here they are downloadable by right-clicking the mouse and saving target as a file on your computer. You should go to iTunes, they are free there too, but just in case:

You’re Right, but Don’t Write

The other morning I woke up at about 5 a.m., angry. So angry that I went downstairs to the computer to compose an angry letter. I sent it to my office email address for use later.

One of the hardest things to learn is how minds almost never change. And even less so in email. There's something about arguing in print that seems to do nothing but blow up the problem. Sort of like putting a fire out with gasoline. 

This guy who made me angry bought software — discontinued years ago, before Windows Vista, and also lacking a serial number — that was both obsolete and pirated to boot. He got it for pennies on the dollar from a fraudulent eBay seller, believed what that grifter told him, and blamed us for it. And did so with insults and threats.  He insisted that because he'd bought "an unopened retail box" from the trickster, we had done him wrong. As if the eBay seller couldn't possibly have lied.

The person who tricked him also stole from us: money spent on pirates is money not spent on legitimate software. He damages our market and our reputation. But he was mad at us. And I was mad back at him.

Fortunately for all concerned, by the time I'd printed out the letter, I showed it to Jake Weatherly, VP customer experience. He showed it to Sabrina Parsons, CEO. She said "don't send it." So I didn't.

I liked what I'd written. I pointed out that if he had bought a 2004 Toyota from somebody who pushed the odometer back to zero and said it was brand new, that wouldn't be Toyota's fault. And if he bought a fake Rolex from a guy in a trench coat with watches displayed in the lining, that wouldn't be Rolex' fault.

Sabrina and Jake pointed out the real truth: no matter how right, no matter how reasonable, letters (and by extension, emails) don't change people's minds. As president of the company, I could either apologize — and I wasn't going to do that — or not respond.

It's sort of like that bit in the movie War Games: the only way to win is to not play.

The Trouble with Surveys

We've recently had a perfect example of what's wrong with surveys. They're so sensitive to data samples, question details, and other factors that they are most useful only when taken in a very narrow context.

Take employment numbers, for example. The ADP Employment Report has small businesses losing 170,000 jobs in January. But the Surepayroll scorecard reported small businesses actually increased jobs by 0.3% in January.

Who's right? That's not the point. Probably both. The difference could be explained by different samples, different wording of the questions, or different definitions. Given the statistics issued by the federal government, I'd suspect that ADP is closer.

More important, however, is how we use survey data in business. Way too often we assume that if it's the result of market research, then it's data, and we can trust it. Way too often we go against our better judgement because we have data.

I'm not saying surveys aren't useful. Ironically, I'm doing a survey of the small business credit crunch right now, as I write this, on the Huffington Post. What I am saying is that surveys should be handled with care because they have a dangerous way of giving us a shortcut for dealing with problems we'd otherwise address with judgment and common sense.

What a select group of people say about something can be useful. But it isn't necessarily truth.