Description

Includes the new book The Absolutely Unbreakable Rules of Service Delivery in PDF format

This course covers the most important “rules” you need to follow to create a massively successful IT Consulting business. Based on Karl’s 20+ years experience running successful businesses – and helping others do the same.

How can you guarantee that your company delivers great service, has a great culture, and still manages to stay profitable? You need to follow certain “Unbreakable Rules” for success. Best-selling business author and coach Karl W. Palachuk draws on more than twenty years of owning and running service-based businesses to present the rules his companies live by.

These rules will help you align your personal and professional goals while creating “standard operating procedures” to automate successful habits. Notice that “The customer is always right” is not on the list. Why? Because everyone knows that’s not true. Customers are frequently wrong, or would make bad decisions if we didn’t help them to make good decisions.

Palachuk doesn’t waste your time giving lip service to worn out platitudes. Instead, this book is focused on building a great, successful business in the 21st Century. And since the rules are absolutely unbreakable, they will stand the test of time and the changing business environment.

In addition to his unbreakable rules, Palachuk gives advice on identifying your own unbreakable rules. Branding, he says, is everything you do in your company: The way you hire, the way you greet customers, the way you document processes, the way you invoice, how you handle difficult conversations, and much more. Your business is a reflection of your beliefs and values. It should be built with intention, not something that “just happened.”

Some of these rules help you make money. Some of them keep your work standards high. Some build culture. All of them help your employees and client to understand the culture that embedded in your brand. This book will help you identify and codify the core elements of your success. It will also help you build the definitive list of absolutely unbreakable rules that will guide your business going forward.

You will learn:

General Rules

• Prioritize Everything
• Do not be interrupt-driven
• Slow down, get more done
• Know what you know
• The competition is irrelevant
• We only work with people we like

Rules for Client Management

• Define your ideal client – and go get them
• Don’t have both sides of the conversation
• You’re not responsible for every lost dog that shows up on your doorstep
• We can’t care more about the client’s business than they do
• Every client is on a service agreement
• Evaluate your pricing once a year

Rules for Managing Employees

• Hire an administrative assistant!
• Have a formal, detailed hiring process
• Hire Slow; Fire Fast
• Culture is built from the top down
• You can’t control people, but you can control your processes

Rules for Billing and Finance

• Control billing and cash flow
• Get prepaid for everything you can
• All after-hours labor is billable
• It is not our responsibility to save the client’s money
• You don’t need to pick up every nickel you find
• If a client has a past-due balance, their service is cut off

Rules for Service Tickets

• Track ALL time inside your business
• All work is done on a service ticket
• Every ticket is massaged every time it’s touched
• Every job has a scope
• Document absolute everything

. . . and MORE!