Month: December 2016

2016Summary & 2017Strategy

2016Summary & 2017Strategy

This post is aimed to summarize tendencies we’ve got through the StartUp community, SME community related to business consulting, sales processes and strategic development. As well as I’ll summarize the list of ‘know-how’ and ‘never-do-this’ points, thus if you’re entrepreneur, SME or StartUp and you really want to succeed, follow this list and you’ll get what you want and need.

Even with our latest Industry Research recovering the reasons of StartUps and SME failure, from our consulting side we’ve found some very hazard reasons why are you doomed to fail… Let’s make it clear – to give you an opportunity to avoid these mistakes next year.

2016...The year of ‘ Whohooo! We’re StartUp, we’re cool! – Yes, it’s still actual, it’s still about huge percentage of our community.

About 5% of StarTups I’ve a pleasure to communicate to this year has own vision, process understanding and ready to implement correct processes…Other 95% – has minimum one problem from the list below.

2016…One more year of ‘I want to run my own business’ – and I believe that sole entrepreneurs and SME is our future. And the tendency here is much better than with StartUps. Business owners and entrepreneur more likely are ready to correct strategic processes rather than ambitious trials because of ‘I’m the owner and I know better’.

2016 Failures  in StartUps &SME:

  • Business Development misunderstood. Many business owners tending to accept business development as sales, marketing as sales, but not many understand the system itself and how it works. This way I think it’s good to simplify the structure especially because its easily and successfully adopted by many our customers. But it’s hardly criticized by many ‘old-fashioned’ business consultants;
  • Customer care service missing or low quality. Even with growing tendency of customer oriented businesses, about 90% of them has no correct customer care service. What to say… even big corporations fail on this part…
  • Business by stereotype…It’s nothing else to add to these words i.e ‘if you know what I mean’ LOL
  • Sell it for me I’ll give you commission, – one of the most common mistakes. The point is you can’t offer affiliate marketing opportunity as a job elsewhere and not every product/service can be sold out with affiliate marketing. Thus, think strategically;
  • Sales managers – commission only position. You can’t really get good sales manager paying commission only. You’ll get newbies, trials and constant failures. Remember this;
  • No strategy, no marketing, incorrect positioning – is a common mistake;
  • Hiring employee or consultant you shouldn’t look for ‘dog to make every step as you said’ but you need to look for individual/company who’ll deliver best result to your business. That’s another one common mistake. If you’re looking for satisfaction from hierarchy as ‘I said – you do’ – you’ve forgotten the most important part of the deal – result;
  • You should change processes but never compromise on quality or final result, – general rule!


Thus, acknowledging and fixing mistakes from the list above we can form the 2017 Strategy by the steps:

  1. Analyse your current situation, assess current results
  2. Conduct industry, market and competitors research or order this service
  3. Order or conduct by own resources target customer profile development
  4. Define niche and positioning, form USP or get help on this
  5. Finalize your winning strategy and form a plan on its’ basis, get help on this
  6. Fix your customer care serviceform the right change project
  7. and Finally – earn more&spend less, – this is how KLCGroup helps businesses


That’s your roadmap to start today!

Yes, you can spend New Year night correct way – forming successful strategy for your business. And our limited pricing offer is valid till Dec 31st 2016, GET HELP TODAY

Best Wishes to You & Your Business for New 2017 Year!


Online Support Rules: What Should you Teach Your Operators to Make it Outstanding

Online Support Rules: What Should you Teach Your Operators to Make it Outstanding

There’re general rules of successful customer care service and support team setup and management. The rules we don’t really have to discuss, but that still missed by many businesses.

We can see reports of incorrect customer care service in different businesses too often: HoReCa, retail,¬† e-commerce and product/service delivered online… In every type of business, any management type, structure, size, industry…too many cases of wrong customer care, support built.

As for the offline: retail, HoReCa some steps for the effective customer care service are obvious, for online businesses it’s mostly misunderstood.

Looks like entrepreneurs hiding themselves and businesses behind the site and ‘some answers is already ok’…but it’s not ok, to be frank.

Hiding, practising poor communication standards you’re not moving your business up, because clients’ satisfaction is a huge argument for or against your business.

There’re many resources on correct customer care service building, many books, but the main principles are quite simple and we could summarize it in 5 points:

  1. Timing
  2. Active listening
  3. Precise guidance
  4. Personalization
  5. Offering sweets:)

Looks easy,…but check it out for your business…

  1. Timing. Make sure that every inquiry answered in-time, – in 24 hours (faster-better). Yes, for business communication it’s possible to answer in three business days, but when communicate to client, you need to speed-up, otherwise client can choose someone else or get feeling that noone needs him/her in this company…as client…
  2. Active listening. Yes, sometimes it’s difficult to make your client feel comfortable, feel friendly atmosphere in conversation through email, chat…That’s why your operators should adopt active listening skill and know how to apply it in these types of communication. Client wants to be heard, problems to be solved, service to be perfect.
  3. Precise guidance. Make sure your operators, client managers, account managers know what to do, when and how they should respond and how to solve any prospective problem. When your final operator – the face of your business gets business updates later than client – it’s a problem. Remember – you need to inform customer care service teamlead first – operators shouldn’t get updates from weekly news officially released on site, they need to be prepared upfront.
  4. Personalization. Make sure that all the online communication has been (and will be) personalized. It’s much better when your final operator makes friends with client than when he afraid to said something else because ‘company doesn’t allow personal communication’. Let them discuss the favourite taste of wine to build a cosy environment.
  5. Offering sweets. Your final operator should always have something additional to offer to client (especially when solving problems). Bonus makes your client loyal! Remember that and develop types of bonuses and other offerings you may have. You shouldn’t pay for Rolls-Royce, but some bonus service/product or event invitation¬† – is always good solution.


As you can see – nothing difficult, but any point is easy to miss and mess-up with. Don’t be the one with bad service, be the one whom client will remember for years…and stay with you for years!

Find out more of most-common problems from

Top 7 Secrets of How to Improve Business Operations

Contact Should You Have Any Questions!