Tag: Operations

Why your online business should offer a no-hassle money-back guarantee and avoid chargebacks

Posted on admin-donlLeave a commentPosted in business advice, COO, Foundation, free business advice, Getting Started, Marketing

I work with lots of startup companies that sell goods or services to consumers online. Every company believes they are providing a great product but, the fact is, not every customer will be satisfied. So, the question becomes, if and when should a customer get their money back? I believe the correct answer is, when they ask for it. Here’s why…

If you’re selling a physical product that can be returned in “as new” condition, I think it’s pretty clear the customer should get their money back when the merchandise is returned. However, should the shipping be free in both directions? Should your company charge a restocking fee? Should only a partial refund be given if the merchandise is difficult to resell as new? What if your physical product is consumed or perishable? You don’t want the product back or it simply may be impossible to get it back. Should the consumer be out their money if they are not happy? I say no. Give them a full refund and eat the return shipping cost if you want the product returned.

 
Money-back guarantee logo
 
If your company is selling information or e-products you may be thinking, “I can’t un-ring a bell”. The consumer has received the information or could easily make an e-copy that may be of continued benefit to a customer even if they claim they are not satisfied. If the customer claims to be unhappy, is it reasonable to charge the customer a full or even a partial fee? I say no, if a customer wants their money back, I think it’s best to make a full refund upon request.

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Nataliya Anon discusses outsourcing IT to Ukraine

Posted on admin-donlLeave a commentPosted in Outsourcing IT

If your company is thinking of outsourcing software and IT work then consider the Ukrainian talent of US based Svitla Systems, Inc. Svitla’s founder and CEO, Nataliya Anon talks about the pros and cons of outsourcing, her career as a serial entrepreneur and everything you’ll need to know about choosing and working with an foreign outsource service provider.

I have worked with Nataliya for almost five years as of the time of this post and can attest to the fantastic team she has assembled.

Do the right things and do things right – Bill Shepard

Posted on admin-donlLeave a commentPosted in COO

Bill Sheppard of the COO forum was my guest on The Free COO podcast on March 8, 2009. Bill is a seasoned executive and entrepreneur who has created an organization dedicated to the support and growth of COOs. His company the COO Forum has chapters across the US and is growing at a great clip.

In the interview, Bill talks about his highly successful career and how he is now devoting his time to helping entrepreneurs and C-level executives reach their goals.

Hear advice such as a CEO’s role is to guide a company to do the right thing and a COO’s role is to help a company do things right.

The Free COO airs Thursdays at 4:00 pm Pacific Time on Spreaker.com

Hiring Contractors – Part 1

Posted on admin-donlLeave a commentPosted in COO, Hiring Consultants, Hiring Contractors, HR

Independent Contractors or Independent Consultants are people who do work for your company who are not employees, corporations or LLCs. Hiring independent contractors is attractive to startups because it allows them to quickly bring on talent without the headache of setting up payroll and benefits. Independent contractors also make it easy to bring people onboard for as long or as little as needed without worrying about employment laws that apply to hiring and discharging of regular employees. Without the added expense of benefits, matching FICA payments, and perhaps even office space and equipment, independent contractors can offer real savings and cash flow benefits to a startup organization.

But there are some legal pitfalls to hiring independent contractors that most startups (and many established companies for that matter) don’t understand. This post is the first of a three part series that helps to explain some of those potential pitfalls, so that you can make an informed decision before hiring an independent contractor. Read more…

Justifying Your Pay – An Imperative for the COO and Every Employee

Posted on admin-donlLeave a commentPosted in COO, HR

If your manager was faced with a force reduction decision, would he or she be able quantify your contribution and justify your position? In other words, does a cost-benefit analysis of your job result in a net positive? Even if it does, have you made the data necessary to prove it readily available?

In a period of high unemployment, outsourcing, cost-cutting and general economic uncertainty every employee needs to be keenly aware of their value to their organization. They should also be able to easily point to solid data that proves their worth. The ability to do this well, could make the difference between you being someone who is indispensable or someone holding a pink slip. If you are not your own best advocate, you should be. Read more…

Setting Up HR – In-House or PEO

Posted on admin-donlLeave a commentPosted in COO, Getting Started, HR

Human resources encompasses a broad array of business functions. There is the obvious sourcing, hiring and firing of employees. However, retaining employees, training employees, managing benefits, setting compensation policy, overseeing contractors, new hire orientation, managing corporate culture and a host of other functions also fall into the domain or share a dotted line to the HR function.

One of the first questions a startup venture needs to address – at least as soon as the founders hire their first employee or contractor – is who will be responsible for the HR function. Getting this right is critical to the success of a venture, as it is the first five to ten people in an organization that will establish the company’s culture for years to come. Read more…

Getting Started – Learning to Let Go

Posted on admin-donlLeave a commentPosted in COO, Foundation, Getting Started

There is a big difference between being a CEO and a COO.  I know, because I’ve been both.

At my first startup company I didn’t have a COO and, while the company was a success, it wasn’t until I learned to let go of certain tasks that the company flourished.  Entrepreneurs, almost by definition have a vision of how things should be and how their company should be run, but first time entrepreneurs, myself included, often spend too much time on internal details which can be crippling to a startup venture.
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