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CHAPTER 9 GROWING YOUR BUSINESS EMPIRE
closely. You will need to balance your accounts receivables
and payables.
As your business expands, and you find yourself not being
able to deal with every customer or every operational task
directly, be prepared to receive complaints. Customers will
start complaining that your service and quality is not what
it used to be. Customers will complain that they are not
getting the personal attention they used to, when your business
was smaller.
You will get frustrated that your newly hired staff are not
demonstrating the same level of care, competence and
motivation that you have. Don’t worry, as this is all part and
parcel of the business building process.
To solve this problem, you will have to start creating performance
standards, operational procedures and systems and develop
a rigorous training and evaluation system for your staff.
As the workload increases at this stage and the company
becomes increasingly bureaucratic, you will find your pioneer
employees getting increasingly stressed and less motivated.
Morale may drop as conflicts arise between departments and
the close-family environment you used to have disappears.
274 SECRETS OF BUILDING MULTI-MILLION DOLLAR BUSINESSES
