December 2024

If your business interacts with customers, it’s inevitable that at some point, you will receive customer complaints or negative feedback. The key to turning these situations into opportunities is how you handle them. Ignoring or dismissing customer complaints can damage your brand’s reputation and customer loyalty. However, addressing these issues effectively can improve your operations, boost customer satisfaction, and even create positive PR for your business. Here’s how to approach customer feedback and complaints in a way that benefits both your company and your customers.

Dealing with Angry Customers

When a customer encounters a problem, they may approach your business expecting frustration or conflict. It’s crucial that your customer service team or salespeople don’t mirror this attitude. Instead, they should remain calm, empathetic, and focused on finding a solution. Listening actively to the customer’s concerns is key. People want to feel as though they are being heard.  

It’s important to note that some employees may take negative feedback personally, but this can escalate the situation. Trained customer service reps understand that the issue is most likely a result of the product, service, or experience, not with them as individuals. Empathy, patience, and professionalism should always guide the interaction.

Take Quick Action

Speed is critical when addressing customer complaints. The longer a problem goes unresolved, the more dissatisfied the customer becomes. In fact, quick action can turn a dissatisfied customer into a loyal advocate. Responding promptly shows that you care and are committed to resolving their issue.

To facilitate this, empower your customer-facing employees to take immediate action. If they need managerial approval to resolve a problem, it can create unnecessary delays, which might aggravate the customer further. By giving your team the autonomy to make decisions and fix problems quickly, you demonstrate that customer satisfaction is a priority.

Get Proactive with Feedback

Regularly gathering feedback from your customers is a proactive way to identify issues before they escalate. By listening to your customers consistently, you can spot patterns or recurring problems and address them before they affect a larger group of people.

Conduct surveys and request reviews. This makes it easy for customers to provide input in a non-confrontational manner. Not only will this help you stay ahead of potential issues, but it also provides valuable insights into your products, services, or customer experience. Analyzing this data can reveal areas where your business can improve or refine its offerings, and help you stay competitive.

Customer feedback, especially negative feedback, is one of the most valuable resources for improving your business. By responding to complaints quickly and professionally, and by regularly gathering feedback, you can turn potentially damaging situations into opportunities to build stronger relationships with your customers. Addressing customer concerns with care can lead to better business operations, while improving customer loyalty and boosting your company’s reputation. 

Copyright: Business Brokerage Press, Inc.

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Before delving into the specific steps that benefit business owners who are looking to sell quickly, it’s crucial to understand the buyer’s viewpoint. For many buyers, purchasing a business is a once-in-a-lifetime event, often involving significant personal and financial risk. Therefore, sellers must take proactive steps to ensure their business is as appealing and risk-free as possible. 

There are three key areas to focus on for a successful exit: 

1. Prioritizing Pre-Diligence
2. Reducing Perceived Risk
3. Engaging the Right Professionals

By focusing on these areas, you can instill buyer confidence while increasing the likelihood of a smooth transaction.

Step 1: Prioritizing Pre-Diligence

The first step to preparing a business for sale is to view the process from the buyer’s perspective. Buyers will conduct due diligence to assess the financial health, legal standing, and overall stability of the business. If you are able to anticipate and address potential issues beforehand, you can streamline the process. 

Well in advance, business owners should work with qualified professionals to ensure that all documentation is in order, financials are accurate, and the business complies with all relevant regulations. This pre-diligence process will create fewer hurdles during the buyer’s due diligence and provide a smoother transition to closing the sale.

Step 2: Reducing Perceived Risk

One of the most effective ways to make a business more appealing to buyers is to minimize perceived risks. Buyers are naturally cautious about purchasing a business, and any factors that raise concerns can hinder a sale. 

Here are a few areas where sellers can reduce risk before listing:

• Revenue Concentration: If the business is overly reliant on a few key clients or customers, consider diversifying the customer base or developing long-term contracts that mitigate this risk.
• Employee Contracts: Secure and well-structured employee agreements can provide stability and reassure buyers that the business has a reliable workforce.
• Clear Customer Contracts: Well-drafted and easy-to-understand customer agreements can reduce legal uncertainties and increase buyer confidence.
• Addressing Legal or Financial Liabilities: If there are outstanding legal issues, potential liabilities, or financial discrepancies, it’s wise to resolve these before listing the business.

By addressing these concerns in advance, sellers can significantly increase how attractive buyers will perceive their businesses to be. 

Step 3: Engaging the Right Professionals

The right team of professionals can make all the difference when selling a business. Business brokers, M&A advisors, accountants, and legal experts help guide sellers through the complexities of the sale process. They can assist with everything from developing an exit strategy to ensuring that the sale adheres to all legal and financial standards.

Engaging professionals early in the process ensures that the seller has the right advice and support to navigate negotiations, minimize risk, and maximize the business’s value. These experts can also help identify and address potential red flags that might otherwise hinder the sale.

Copyright: Business Brokerage Press, Inc.

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While learning that you have a serious buyer for your business may feel like a cause for celebration, it’s important to hold off on the champagne. The journey from a buyer expressing interest to a finalized sale involves several steps, and your business broker or M&A advisor will play a crucial role in guiding you through the process.

Step 1: Preparing the Offer

Once a buyer is genuinely interested in your business, your broker will help you prepare an offer or proposal. It’s common for such an offer to include contingencies—conditions that must be met before the sale can proceed. These typically involve a review of your financial records, contracts, and any other relevant agreements, such as lease or franchise agreements, if applicable. 

Step 2: Reviewing the Buyer’s Proposal

Your business broker or M&A advisor will then present the buyer’s proposal to you. At this stage, you have the option to either accept the terms or make a counteroffer. Many sellers are surprised to learn that buyers can also withdraw their offer if the terms you offer don’t align with their goals. 

It’s important to remember that, while your brokerage professional can provide valuable advice on the deal’s merits, you— as the business owner— will make the final decision. There’s rarely such a thing as a “perfect” deal, and you may need to weigh whether the offer meets your needs or if it’s better to hold out for something better. As the saying goes, “A bird in the hand is worth two in the bush,” and it’s up to you to decide if this deal is the right fit.

Step 3: Addressing Contingencies

If you and the buyer agree on the terms, the next step is to address any contingencies. Your broker will help you work through these requirements, which may include verifying financials, resolving legal matters, or providing additional information about the business. Transparency is key at this stage—being open with the buyer will help ensure the process moves smoothly and builds trust.

Step 4: Finalizing the Sale

Once all contingencies are resolved and both parties are satisfied, you can breathe a sigh of relief. The final sale documents will be prepared and signed. This is the point at which ownership officially transfers to the buyer, and the agreed-upon funds will be disbursed to you.

Step 5: Transitioning After the Sale

After the sale is closed, it’s natural to feel a mix of emotions, especially if you’ve owned and operated the business for many years. Sellers often experience a sense of disorientation, as they transition from business ownership to the next chapter of their life. Again, your business broker or M&A advisor will provide guidance to you during this phase. They can offer insights to help you navigate any post-sale questions or concerns. 

Conclusion: Reflecting on Your Achievement

Selling your business is a significant accomplishment, and once the deal is finalized, it’s time to reflect on what you’ve achieved. You’ve successfully sold your business, and you’re now ready to embrace the next phase of your life. While the process may have been complex, with the right guidance, you can confidently move forward knowing that you’ve made a well-informed decision.

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As a business owner, one of your ongoing priorities should be finding ways to save money. Ultimately, this will boost your bottom line and make your business more attractive to buyers. Let’s take a look at some strategies to run a more efficient and cost-effective business. 

1. Consolidate Services for Better Deals

There are many clever ways to save money, and some are easier than others. One simple strategy is to consolidate your service providers. By choosing one provider to handle a specific service and sending all of your business their way, you may be able to negotiate reduced fees or discounts. Additionally, asking for a discount or an added perk from your most loyal service providers is often well-received.

2. Reduce Energy Consumption

Energy costs are rising steadily, and depending on where you live, the time of year, and the nature of your business, energy expenses can make up a significant portion of your operating costs. By running machinery or equipment during off-peak hours or investing in low-cost insulation, you could see significant savings. It literally pays to be proactive and look for ways to reduce your energy consumption.

3. Shop Around for Financing

It always pays to shop around, especially when it comes to financing. If you need to take on additional debt, take the time to compare financing rates and terms from multiple lenders. Meet with at least two banks or financial institutions before making a final decision on a new loan. This effort can help you secure the best possible deal for your business.

4. Go Directly to the Source

Another way to save money is to go directly to the source for what your business needs. Whether it’s equipment, supplies, or services, eliminating the middleman can lead to substantial savings. You may also discover more options and greater flexibility when dealing directly with suppliers or manufacturers, which could improve both your operations and your ability to serve customers.

5. Understand Deductible Expenses

It’s important to remember that deductible expenses aren’t a form of “free money” — they’re still costs. The only benefit is that your specific tax rate allows you to reduce the amount of taxable income. Don’t fall into the trap of seeking too many deductible expenses without evaluating whether they are truly necessary. Before making a purchase, consider how much additional revenue you need to generate to justify the cost.

6. Offer Early Payment Discounts

A little creativity can go a long way in saving money. If you offer early-payment discounts to customers, you’re essentially “borrowing” from them rather than a bank. Unlike a bank, which charges interest, your customers are essentially providing you with interest-free financing. Early-payment discounts are one of your business’s best financial tools!

7. Regularly Review Your Business Expenses

Perhaps the most important step any business can take to save money is to periodically pause and assess how money is being allocated. Running a business can be hectic, and it’s easy to get caught up in day-to-day operations. However, failing to review your spending and identify missed opportunities can hurt your bottom line. Make time to regularly evaluate where your money is going, and find ways to optimize your business’s financial efficiency.

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Most business owners fret about whether they are asking too much or not enough for their goods or services. This dilemma keeps many prospective sellers up at night. Ask too much, and you may fail to attract enough customers; ask too little, and you’re cutting yourself short. In this article, we’ll examine how to determine if you are charging the right amount for your goods and services.

Many business owners begin working with an M&A advisor or business broker only to learn that a small increase in their pricing can lead to substantial increases in profit. Best of all, with the right pricing strategy, it is possible to raise your prices without your customers noticing. The fact is, you may be leaving a significant amount of money on the table right now. Having a coherent and well-thought-out pricing strategy is the first step to boosting your profits, and it can be done in surprisingly little time.

In Rafi Mohammed’s book “The Art of Pricing,” he observes that a key fallacy in business is that a product’s price should always be based on its manufacturing cost. Mohammed offers several interesting observations and suggestions. One suggestion, specifically aimed at restaurants, is that they should keep their entrée prices attractive and expect their profits to come from items like drinks, desserts, or other add-ons. He notes that McDonald’s profit margin on hamburgers is small, but they have a considerable profit margin on French fries and drinks. In short, profits and pricing should be viewed as part of a larger overarching strategy.

Another example can be found in the world of investment banks, which charge a relatively modest accomplishment fee as a percentage of total consideration. However, they then insert a substantial minimum fee.

Better pricing and better pricing strategies lead to more profits. Through better pricing, Mohammed argues that companies can increase their profits and achieve growth. He notes, “Smart pricing is like hidden profits.”

The more time you, as a business owner, invest in your pricing strategy, the greater the chances are that you’ll boost the value of your business. The facts are that small pricing increases can significantly enhance overall profits. Don’t be afraid to adopt a new pricing strategy. If your new pricing strategy fails, you can adjust your plan. The benefits of exploring new pricing options are simply too great to ignore.

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For many business owners, deciding to sell their company is one of the most significant financial decisions they will ever face. This choice not only alters their financial situation but also impacts their lives as a whole. Life after selling a business can be vastly different, so it’s essential for owners to consider what their future might look like post-sale.

Sellers must carefully contemplate both the financial and personal implications of selling long before they put their business on the market. Too often, owners dive deep into the sales process only to realize, painfully, that they are not truly ready to sell. For many, their business is completely intertwined with their identity and sense of self.

There are circumstances where selling becomes a necessity—such as health issues, partnership conflicts, or marital problems. In these situations, selling may be the most viable option, despite the emotional toll it may take. That’s one reason why so many experts advise business owners to prepare for the sale of their business well in advance. That way if some sort of unexpected situation were to occur, they would have a degree of protection.

Another common reason for considering a sale is the desire to retire or feelings of burnout. However, these emotions can often be temporary, leading some sellers to contemplate a decision they might regret later. It’s crucial for sellers to ask themselves important questions: “Am I really ready to sell?” “Why do I want to sell now?” and “What will I do after I’ve sold the business?” The answers to these questions have significant financial and personal implications for the owner, their employees, and their family.

Before attempting to answer these vital questions, business owners should discuss the idea of selling with their families and professional advisors. There are several ways to explore readiness for selling. Reading relevant literature and consulting with a business broker or M&A advisor can be particularly helpful. An experienced brokerage professional can greatly assist owners in evaluating whether they are truly prepared to sell, and if they are not ready yet, they can at least gain insight on the sales process for the future.

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Business owners are constantly seeking ways to cut costs and boost profits to make their businesses as attractive as possible to buyers. Fortunately, there are many surprisingly simple strategies to save money across various aspects of your business.

1. Embrace Digital Solutions

One effective way to save money is by going digital. Just as you should evaluate which tasks can be outsourced or handled in-house, consider which operations can be performed digitally. For example, if you don’t experience a high call volume, replacing a receptionist with a voicemail system could be a practical solution. 

Why not experiment with digital tools to identify those that can streamline your operations and reduce costs? However, be cautious of potential price hikes; over time, the costs associated with digital tools may exceed your initial expectations. It’s important to periodically audit and reevaluate the tools you regularly use.

2. Consider Outsourcing Wisely

Outsourcing can be another powerful way to save money, but it requires careful consideration. While it has gained popularity in recent years, outsourcing can also lead to unexpected challenges. As a business owner, it’s essential to evaluate each role you consider outsourcing to determine if it’s a strategic fit. Remember, outsourcing isn’t a one-size-fits-all solution; it should simplify your operations and reduce costs. But if it causes complications, it might not be worth it.

3. Keep Key Tasks In-House

While outsourcing can be beneficial, not every task needs to be delegated. Sometimes, keeping certain functions in-house makes more sense. No one understands your business better than you do, so take the time to assess which tasks should remain internal. This thoughtful approach can reveal significant cost-saving opportunities year-round. Also, when you go to sell your business, prospective buyers will want to know you have valuable key employees who plan to stay on and support the new ownership.

4. Leverage Free Resources

Never underestimate the value of free resources. Seek out free educational lectures, SBA seminars, and other opportunities to gain insights that can help you save money. Local banks often offer free or low-cost programs to help clients enhance their business skills, which can reduce your reliance on expensive consultants.

5. Shop Around for Better Deals

Always be prepared to shop around. Whether you’re purchasing goods or services, there’s likely a better deal available. Don’t hesitate to contact your suppliers or contractors and negotiate for better terms. While you may not always secure a lower price, it’s worth asking.

By maintaining a proactive approach and not taking anything for granted, you can uncover ways to reduce your business’s operating costs. It may require patience and effort, but the savings can accumulate significantly. Ultimately, these kinds of changes will boost your bottom line and make your business more attractive to buyers. 

Copyright: Business Brokerage Press, Inc.

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If you, as the seller, want to receive the best price for your business, it’s essential to understand that your adjusted or normalized EBITDA will serve as the foundation for the purchase price. This EBITDA will be used as a multiple to negotiate the final price. Every dollar counts; for example, if your EBITDA is off by $50,000 and the multiple is three, the final acquisition cost of your business is reduced by a significant $150,000. In short, these multiples matter, underscoring the critical importance of reaching an accurate EBITDA for your business.

Let’s explore a couple of common EBITDA adjustments that sellers should be aware of. One adjustment may come from a one-time event, such as an insurance settlement, legal expenses, or PPP loan forgiveness. Unusual expenses associated with the growth of the business can affect the adjusted EBITDA. Another factor is the conversion based on GAAP accounting, which can vary widely.

Balance sheets are crucial when it comes time to outline the financial health of a business. It is common for smaller businesses to focus solely on profit, often neglecting to review their balance sheets as frequently. Balance sheets should be presented clearly, allowing potential buyers to understand the true assets and liabilities involved in the sale. It is best to be upfront with this information to prevent any surprises during due diligence.

At the end of the day, business owners should keep three important points in mind when preparing to sell their business. First, consider having a Quality of Earnings analysis performed. This will provide a clear understanding of your business’s health. Second, ensure that your key managers and employees are prepared and capable of running the business during the transition period. Third, take all necessary steps to review your financials, and be ready for GAAP reporting requirements during due diligence. 

Importantly, sellers should not cut corners on any of these three points, as all are vital to the successful sale of your business. It’s important to note that selling a business is not a one-dimensional process; it encompasses many different aspects. Business brokers and M&A advisors are critical to the process, as they understand what it takes to defend an EBITDA. This helps to ensure that sellers receive the right price for their business.

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