Dell trade secrets e book 2

INTRODUCTION The Dell Trade Secrets campaign facilitates the sharing of advice and insights among small business professionals. As Dell launched the Latitude E-Family of laptops— redesigned specifically to meet the needs of SMBs—we asked you to share your trade secrets for ensuring on-the-job reliability. You responded across several social media channels, including our dedicated Facebook tab, Twitter and various blogs. Although technology was recognized as a key component to business success, much of the advice focused on the importance of people and processes as well. Thank you for participating in this campaign. We hope you enjoy reading these tips and applying them to your own business. We encourage you to continue the conversation with Dell and among your SMB peers.Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 2

1. ADVICE FROM SMB PROFESSIONALS The following advice was contributed by small business professionals who participated in various Latitude-E giveaways during this phase of the Trade Secrets campaign.Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 4

ADVICE FROM SMB PROFESSIONALS Empower reliable people with the right training and guidance. @bgreenberg It used to be work smarter, not harder. Now it’s work smarter AND harder. @chrisruyspr Find great partners with complementary skills PLUS goals. @lauriemccabeDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 5

ADVICE FROM SMB PROFESSIONALS Solid research, good processes, effective procedures and excellent staff to oversee it. @eicdocket Show up, physically as well as mentally, on time and prepared to work. @kevinleaptrot Over anticipate everything: customer demands, timelines, resources. Better to come out ahead than behind. @JasonWilczakDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 6

ADVICE FROM SMB PROFESSIONALS Keep the trade secrets you are entrusted to keep.;-) @jbrath Give and receive pos. and constructive feedback as a group. Important for transparency and an efficient workplace. @roasliemo Let your employees train you. They know how to get their jobs done best & most efficiently. @kccraftDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 7

ADVICE FROM SMB PROFESSIONALS I try to be an example to my employees and I periodically reward them for their reliability which subsequently leads to my success. Debbie Bellows Accountability. Everyone involved needs to be held accountable. I’ve found that especially in a small business and solopreneurial setting, having an accountability partner makes a HUGE difference in not only how quickly something gets done, but whether it gets done right the first time. Katy TafoyaDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 8

2. ADVICE FROM THE EXPERTS Several SMB and tech experts participated in our Trade Secrets campaign by hosting giveaways and Tweet Chats, writing product reviews, and taking part in our webcast promoting the Latitude E-Family of laptops. We have included links to their websites so you can contact them directly with any questions relating to your small business.Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 9

ADVICE FROM THE EXPERTS If customer service is the new marketing in the age of social media, then we should use technology to create exceptional customer experiences on a regular basis. -Brent Leary | brentleary.com When I fly, I always bring an extension cord with multiple outlets on the end. Most always, if there is an outlet, it is nowhere near where you can find a seat. And when you do find one, it is most always taken. This way, you can politely ask if you can plug in, have them tap off of you, and you still have an outlet or 2 to share with someone else! -Mike Maddaloni | thehotiron.comDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 10

ADVICE FROM THE EXPERTS For me, reliability has to do partly with the brand. Reliability isn’t just the technology at the brand, but the TEAM at the brand. The customer service response and attitude and approach is part of what makes the tech reliable. -TJ McCue | techbiztalk.com The key to reliability is effective communication with your team members! When we all understand what other team members’ intentions and actions are, things work! -Barry Moltz | barrymoltz.comDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 11

ADVICE FROM THE EXPERTS Always carry a spare battery - or two. ;) -Chris Pirillo | chris.pirillo.com The key to ensuring reliability is a good rewards, recognition and acknowledgement program for employees. We use Kudos www. kudosnow.com and Dell machines for our team to stay engaged! -Kent Speakman | engageia.com Always have a plan B. Sometimes, plan A doesn’t work as planned. -Ramon Ray | smallbiztechnology.comDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 12

ADVICE FROM THE EXPERTS A reliable work environment starts with reliable systems. Businesses that have consistency are more efficient and effective. Yet, small businesses sometimes run their operations in an ad hoc way. Whether you go “old-school” with employee checklists or use technology for automation, every function in your business should be systematized. This will prevent you from constantly recreating the wheel (especially in times of employee turnover) and provide more reliability in your products and services. How do you answer the phone? How do you proceed through a project? What’s your follow-up procedure? This should all be documented with an easy to follow system. Systems like these will allow you to put more of your (and possibly your staff’s) focus on revenue-generating activities in the business and ensure that you have a reliable business both inside and outside of the organization. -Carol Roth | carolroth.comDell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved 13

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Dell trade secrets e book 2

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