May 6, 2024

You’re the Boss Blog: Choosing Between Profits and Growth at TerraCycle

TerraCycle's office in Brazil.Courtesy of TerraCycleTerraCycle’s office in Brazil: A middle path?

Sustainable Profits

The challenges of a waste-recycling business.

In a venture-backed company like TerraCycle, there is an explicit expectation of aggressive revenue growth. So far, we have succeeded on that front, growing to more than $16 million in projected annual revenue this year — with a 103-percent yearly compounded growth rate since our inception. While this has put us on the Inc. 500 list, it hasn’t always synched with that other very important line on our profit-and-loss statement: the profit.

Until 2008 the more we grew the more money we lost. In fact, 2010 was the first year we produced a profit, a modest one at that. The question we have long faced is, should we invest as much as possible in revenue growth and merely demonstrate profitability? Or should we slow down and de-emphasize revenue growth in favor of profit growth? This question is top of mind because there has been consistent debate among our investors, those that favor a  short-term earlier exit versus those that are going for the big, long-term payoff. Me? I’m here for the long term.

When a business is large, mature and public, an emphasis on short-term profits may make sense and may be demanded by the public markets. That said, there is merit to the criticism that public companies are so focused on the next quarterly report that they often feel pressured not to make the strategic investments that would lead to longer term growth because they can’t afford to disappoint large blocks of impatient investors.

In the case of a small, private business  — particularly one, like TerraCycle, that has significant growth potential and limited competition — the emphasis on short-term profits seems counter-productive. In these circumstances, I believe the priority should be running a tight ship and investing every spare dollar above some minimum threshold of profit into growth. I understand the need to ensure that the business model is viable and sustainable, but beyond that, I think growth should be the priority.

Which brings up a larger question. One of the great things about public markets is that they allow investors to come and go freely, depending on their objectives and their belief in a company’s trajectory. For investors in a private company, an initial public offering can offer liquidity and an exit with a nice upside. It can also provide the company with access to capital markets. But we all know there are downsides to going public. If you don’t need capital to build your business or if you can find other ways (besides debt) to get that capital, and if you could otherwise provide an acceptable exit for investors who are ready to move on, wouldn’t staying private be the preferred option?

I’ve been giving this matter a lot of thought. Many companies I have admired — Stonyfield, Ben Jerry’s, Tom’s of Maine and Honest Tea, have sold to multinationals (all of which happen to be clients of TerraCycle). Investment banks call us regularly, suggesting it’s only a matter of time before we sell, too. The alternative might be an I.P.O., and the banks all suggest they have teams to assist us with that eventuality. Of course, if TerraCycle generates large enough profits, it could offer to redeem shares of investors who want to exit, but that would run against our strategy of prioritizing our resources for growth. And if the profits are that strong, wouldn’t the amount demanded by investors  also grow -– making buying them out with profits more difficult?

While this debate has gone on for years, we have seen the possibility of a middle path open up. Recently, a Brazilian investment group bought a minority interest in our Brazilian subsidiary. The group not only brought capital, but through their resources has been able to fuel our Brazilian operation with faster growth. Better yet, we can use the proceeds of this sale to bring liquidity to our investors in the parent company. This approach, should we choose to roll it out more broadly, might be a way for a relatively small company to develop strong local partnerships to turbo charge activities in foreign operations, while also creating cash to let earlier investors in the parent company exit. That would allow the company to remain private, independent and focused on growth.

So far, it seems like both our short-term and long-term investors like this approach.

Tom Szaky is the chief executive of TerraCycle, which is based in Trenton.

Article source: http://feeds.nytimes.com/click.phdo?i=08c5f4ddfb17132a55d70186c6eee901

You’re the Boss: Are You Paying Too Much for Space?

Today’s Question

What small-business owners think.

We’ve just published a small-business guide by Eilene Zimmerman that offers several examples of small-business owners who have taken advantage of one bright spot in a dark economy — a favorable market for leasing or buying commercial real estate.

Among the lessons that emerge from their experiences are these:

• Be proactive. Get out in front of your lease so you have to time to create options. Start looking a year ahead if possible.
• Hire a real estate broker. A good broker knows the local market and material facts about specific buildings: environmental issues, whether the owner is in bankruptcy, how long it’s been vacant. Those facts can be used as leverage.
• Make sure your current landlord knows that you have hired a broker and that you are serious about getting a better deal — even if you have to move.
• No matter how great the deal, moving can be expensive and cost more than you planned, especially if you have to modify the space. Figure out how many years it will take for the deal to pay off.

Have you managed to take advantage of the real estate market? Please tell us what you have done.

Article source: http://feeds.nytimes.com/click.phdo?i=a8b955135b35d9dd796195231e4da74e

The Boss: Collaborate and Compete

My first job, at 14, was managing private tennis courts and giving lessons. Someone often double-booked the courts, so several people would show up simultaneously for the same court. I quickly learned conflict management. I’d apologize profusely and offer the court free at another time, or offer a free lesson.

That job was also my first foray into advertising. There was a restaurant nearby, and I got the idea to let the owners advertise at our tennis center in return for lunch every day.

I played a lot of competitive tennis while at the University of Miami and became friends with some of the other athletes. The school always had the football players stay in a hotel off campus the night before a game. One night, I was hanging out with them at a hotel. Some of the players decided to have some fun and threw some furniture from their room into the pool. After a while, they figured that they’d better replace it and decided to break into the room next door to get the substitute furniture. A couple of the players decided that because I was smaller, I’d have the easiest time climbing in the window and unlocking the door from inside.

We were on the 10th floor. They lifted me onto the outside ledge, and I shimmied along the wall and climbed into the room. Looking back, I realize that, had I fallen, I might have died. The lesson I learned was to be careful of the company you keep.

I graduated in 1977 with a business degree. At the time, jobs were hard to come by, and it took me six months to find one. It was with Ed Libov Associates, a media buying service. Some companies wouldn’t give me the time of day, but a few would spend time with me whether or not they had a job to offer. I’ve never forgotten that. I try to be accessible and an open listener.

In 1984, I moved to Media General and opened a New York office for it. In 1989, the company successfully fought a hostile takeover attempt, but the investors decided to diversify and to sell the media division I was managing. I convinced the company to lend me the money to buy the division. I borrowed $13 million. I was taking a huge risk, but they agreed and I formed Horizon Media. Today we have more than 600 employees, four offices and $3 billion in annual media investments. Our clients include Geico, Capital One and Arts Entertainment Television Networks.

Clients used to have one agency — the agency of record — that handled everything for them: media buying, creative campaigns and public relations. But that has changed over the years. As communications have grown more complex, agencies have become more specialized. Companies now often work with more than one agency simultaneously. These days, it’s all about being an agency of collaboration.

Advertising has gone through other significant changes as well. Privacy issues are at the forefront of digital communications, especially regarding ways in which consumers are going to be tracked for advertising purposes. Regulation is coming. Whether the industry monitors itself or the government steps in, we need a solution so that consumers are comfortable with being tracked.

We’re in a self-service media economy. People have the option of tuning in or tuning out when it comes to advertising. Understanding how to navigate the media landscape gives you the keys of the kingdom.

As told to Patricia R. Olsen.

Article source: http://feeds.nytimes.com/click.phdo?i=61e9232c43b25bacd45f20c21ef20689

Square Feet | The 30-Minute Interview: Earle S. Altman

Before starting ABS Partners, in 2000, Mr. Altman spent 40 years at Helmsley-Spear, where he managed the company’s sales and leasing divisions.

Q So what was it like working for Harry Helmsley?

A He was a wonderful boss. You’d walk in to see him and you’d have a list — you’d better, because if you just rambled, you’d be out — and he’d look at the list and say, ‘That’s O.K., that’s O.K.,’ and then he might say, ‘Hmm, I’m not sure that’s right.’

If I said I really think we should do this, invariably he’d say, ‘If that’s what you think is right, then you do what you think is right.’ So you’d walk out and say, ‘Holy Cow! He thinks I know what I’m doing!’ Then you went out and you did it — twice as good! He had no patience for incompetents or bumblers.

Q What was your most memorable deal at Helmsley-Spear?

A 380 Second Avenue, the corner of 22nd Street — a 200,000-square-foot building. In 1964, I was offered a 13 percent interest in the building. I didn’t have any money, and I went to Mr. Helmsley and explained to him that I was going to find a partner. He looked at me in his straightforward way and said, ‘Would you consider me as your partner?’ I still have my 13 percent.

Q Did you know Leona well?

A We were friends. She was a lot of kicks when we all went out. She was very, very attractive and very sexy when she was younger. This was a lot of years ago.

Q But you saw right through her?

A Yeah. She was with Brown Harris Stevens, and she had an appointment to see Harry. She sashayed into my office with a cigarette, and I said, ‘That’s not what’s going to interest Harry B. Helmsley. That’s not his game. He’s all business.’ She followed that to a T and ended up marrying him.

In the end, the history of Harry B. Helmsley is not that of Harry B. Helmsley. People only remember Leona, which is very sad.

Q Let’s move on now to your current company. How is business?

A Excellent. We have close to five million square feet of buildings that we manage, and we have interests in many of those buildings. We don’t own anything by ourselves. We always set up groups — like the one that just bought the retail portion of 222 Park Avenue South, at 18th Street. That closed a couple of months ago.

Q You already have a tenant for that property, right?

A We leased it to Rothman’s, the corner tenant here at 200 Park Avenue South. They’re going to move one block north, and instead of having 9,000 feet, they’re going to have 11,000 feet — 6,500 feet on the ground floor. They’re building it now. That frees up this store at 200 Park.

Q Did you get a good deal at 222 Park?

A We paid a fair market value. Interestingly, it was first put on the market in the mid-$20 million range by a major brokerage firm, and then it was reduced gradually over a three-year period. And there was interest when it was $10 million. I asked to meet with the sellers. In the end we paid $8.9 million — all cash.

Q What else are you working on?

A We bought a building in downtown New Rochelle, a theater and offices. The theater’s vacant. It’s 24,000 square feet with a 40-foot ceiling and no columns, so the plan is to rent it to studios.

We’re also marketing a building in Chinatown. We have the corner of Canal and Lafayette. It’s a one-story, and it’s zoned for five stories. It’s a pedestrian-heavy corner, and so what we really want to do is net lease the land to somebody, a bank or a retailer. You can build five times the land area.

In Harlem, we have land that starts on 125th and has access to 126th, near Columbia University. We are considering a hotel. I need to get it rezoned — it’s now zoned for one-story factories.

Q What’s the occupancy rate on the properties you manage or have an interest in?

A We’re probably 95 percent occupancy across the board.

Q And rental rates?

A About $35 to $60 a square foot.

Q What do you like to do in your spare time?

A I build stone walls. I have 2.7 acres in Harrison, N.Y., and I have a Ford 150 pickup, a 16-pound sledgehammer and goggles. On a weekend I break rock, get rock and build my wall. It’s about three feet high.

I’m about two-thirds finished, but I’ve been doing it for 20 years. When you do it a rock at a time, it takes a long time.

Article source: http://feeds.nytimes.com/click.phdo?i=34b57c1c55e7db5fbe1b06cc7c1a2cf7

You’re the Boss: The Math on Health Insurance

The Agenda

How small-business issues are shaping politics and policy.

Our post last month on the McKinsey Company study that suggested — but absolutely did not predict — that up to 30 percent of employers would shed the health insurance plans they now provide workers in 2014, when the Patient Protection and Affordable Care Act largely takes effect, drew some readers into an interesting discussion. After one reader wondered what prevents those companies from dropping health insurance now, another, adam of Washington, wrote a thoughtful response that is worth reprinting at length. The premium calculator he describes was developed by the Kaiser Family Foundation and allows users to enter demographic data and generate an estimate for how much insurance will cost when purchased on the exchanges created by the health care overhaul. Here’s what adam wrote:

The employee’s desire for health insurance is what’s stopping them from dropping coverage now. Employees don’t want to be left to the individual market with its high premiums, pre-existing conditions limits, after tax premium payments, etc. Employers don’t want to lose good employees because their compensation packages aren’t competitive. But PPACA completely changes that calculation since it gets rid of the disadvantages in the individual market. In fact, the individual market will be the better option for many people. Say that in 2014 your employer offered you a raise that was equal to the employer’s cost to provide you with family plan minus the $2,000 penalty*, in exchange for giving up your employer provided health insurance. Since it’s 2014, there would now be an exchange for you to buy health insurance. Would you take that deal?

Let’s put some real world numbers on it. I’m using this calculator: http://healthreform.kff.org/subsidycalculator.aspx. Say you are 50, married with two kids, make $70,000 annually, and in a medium cost region. Your employer plan costs $16,858 per year, of which your employer pays a fairly typical 75 percent, or $12,643, so your premium share is $4,214. You net $65,786. So your employer says he’ll give you a raise of $10,000 if you forgo employer provided health insurance. The employer pays the $2,000 penalty and pockets the $643 difference. Now you have to get health insurance. You now have salary of $80,000 thanks to that raise. You go to your health insurance exchange and find out that you’re eligible for a premium tax credit of $9,258, so you pay $7,600. You net $72,400. So thanks to the PPACA, your employer can drop insurance, and he’ll be $643 better off and you’ll be $6,614 better off.

That’s why employers won’t drop insurance now, but will in 2014.

If only things were that simple. Permit The Agenda to introduce a few complications.

First, adam has ignored the impact of taxes. Thanks to a quirk of tax law, when an employer pays insurance premiums for an employee, the employee pays no taxes on the benefit. But if the employee were given the cash equivalent of the employer’s premium obligation, that would be taxed as income. So to use adam’s example, the employee who trades his insurance for a $10,000 raise will have to surrender 35 to 40 percent of that in taxes (25 percent federal tax, 7.5 percent for Social Security and Medicare, plus state and perhaps local taxes). So now, that $10,000 is worth only $6,250, and the employee is only up $2,864. Meanwhile, the employer is actually worse off — the extra $10,000 in salary will cost $750 in Social Security and Medicare, so instead of being up $643, it’s down $107.

If our hypothetical employer wanted to come out ahead by $500 (which would save a company with 100 employees $50,000), he’d have to limit the raise to $9,435. This would be worth $5,897 to the employee, who would now be better off by $2,511.

That’s hardly a windfall, but it’s still a pretty good deal, no? Well, maybe, but maybe not. In his comment, adam supposes that the premium costs for insurance purchased on the exchange for any given individual (as estimated by the Kaiser calculator) will be about the same as the premium cost for employer-sponsored insurance. That could well be true, said Gary Claxton, a Kaiser Family Foundation vice president who helped design the calculator, but it depends on how the government interprets one nuance in the law.

The Affordable Care Act requires that insurance purchased on the exchange deliver certain minimum benefits, but it is silent about whether large employer plans will have to meet the same standards, according to Mr. Claxton. The government, he said, will have to address this in the regulations that flesh out the law. If the requirements for exchange plans are more stringent than those for employer plans, they will probably cost more, which would make it harder for the raise an employer offers in place of coverage to meet the cost of buying coverage on the exchange.

Finally, a cash deal that looks good in the first year may turn out to be less generous in succeeding years, according to Mark Combs, a consultant with Gallagher Benefit Services in Mount Pleasant, S.C. That’s because the cost of health care is increasing faster than inflation. “The financial reality is that the costs are still there and are still going up,” said Mr. Combs. “Let’s say you get a 10-percent increase — that’s the rough health care trend right now — then for that person the premium will go up $1,600. And the employer has washed their hands of it — they’re out of the business.”

Few employers seem willing to wash their hands of it yet, said Jody Amodeo, a health care consultant with Thomson Reuters, which advises around 300 large employers on the issue. “Of our clients, none of them have alluded to dropping coverage,” she said. “We’re not seeing 30 percent. We’re not even seeing five percent. We have not heard that from one client.”

“People shouldn’t pretend that they know what’s going to happen with any real degree of certainty, until some of the parameters have been established,” said Mr. Claxton. “The alternative market we’re talking about just doesn’t exist anywhere yet, so we don’t know what it looks like. And we don’t know how much confidence people will have in it.”

*Note from The Agenda: The Affordable Care Act levies a penalty on companies with more than 50 full-time employees if any of those employees receive a government subsidy to buy health insurance on the exchange. The penalty is the lesser of either $3,000 for each employee subsidized by the government or $2,000 for all full-time employees, minus a 30-employee discount.
A second consideration: People with employer-sponsored insurance can pay their share of their insurance premiums with pretax income, by using their flexible spending account. Those who purchase individual insurance have no such option.

Article source: http://feeds.nytimes.com/click.phdo?i=e022829b08ad6e80f9c652ba0076c1a1

You’re the Boss: Why We Don’t Usually Look for Experience When We Hire


Sustainable Profits

TerraCycle’s staff has grown quickly. In 2008, we had about 35 employees, all in the United States. We now have about 100, including 70 or so in the United States and 30 abroad, managing operations in 14 foreign countries. Given our anticipated growth, I expect we will have 125 employees around the world by the end of 2012.

I guess some of my views about hiring are unconventional. While I have lectured at many of the major business schools in America, including Harvard and Wharton, I have no formal management training. Most of what I have learned has been through trial and error. And I’ve made plenty of errors, so many that the list is almost endless — for example, hiring senior folks who dazzled me with their credentials and experience until I figured out that they were positioning themselves to take my job.

At TerraCycle, after many lessons learned, we generally prefer to hire people who are just out of college or who have a year or two of work behind them. In part, we do this because then we can afford to hire two or three junior people for the price of one senior hire. More often than not, I find that those who come with experience and credentials have set ways; they don’t bring as much energy or out-of-the-box thinking as the untrained junior staff. That is not to say that senior people are not valuable. They are, but more in roles like science, finance and law, where experience is a must.

Of course, strong quantitative and communication skills are essential, and in the more senior positions, experience and credentials are essential. But in building a global team, I’ve found that people who have fire in their belly, who come to learn, and who are open to adaptation are the ones who flourish.

We try not to spend too much money on recruiting. We post most of our job openings on our own Web site and free or inexpensive Internet sites like Monster and Craigslist. And we also don’t pay recuriters — the one time we did, it was the equivalent of flushing $75,000 down the toilet.

Once we get to the interview stage, we let a number of people talk to the candidate, but then we move to a decision relatively quickly. While I don’t do most of the hiring anymore, I can generally tell pretty quickly if someone is right for the company. If you were to visit our offices, you’d see that we range from young to old, liberal to conservative, and creative to brainy but everyone fits within our emerging culture. It’s not so much that we’re looking for a type of person, but we do want to gauge the candidate’s work commitment and sense of individual responsibility. Does the person recognize his or her place in the organization?

In the early years, when cash was really tight, I used to offer stock options fairly liberally to new recruits. We are now re-working our option plan to be more in line with our company’s more mature status. One of my goals is for all employees, on every level, to participate in profit sharing by early next year — and for senior staff to continue to benefit from stock options. More on that in a future post.

Tom Szaky is the chief executive of TerraCycle, which is based in Trenton, N.J.

Article source: http://feeds.nytimes.com/click.phdo?i=4767dc6f787b74a74bd346c7e6132b12

You’re the Boss: Tools That Can Help When There Is Too Much on Your Plate

Tech Support

We all feel a bit disorganized and even overwhelmed at times. You know the feeling — crucial tasks are slipping between the cracks, you’re not sure what needs to be done next, you’re missing deadlines, other people aren’t coming through with their pieces of the project. If you’re feeling that way more than occasionally, you may need help from project-management and other task-organizing tools. Just as financial-management services like Mint or QuickBooks can help you keep your house in order when it comes to money, project- and task-oriented tools can help you plan, manage and coordinate activities.

Task-organizing tools can be as simple as a to-do list (and I’ll be doing a separate post on those tools). Project-management tools, by contrast, are for bigger, more complex organizing jobs — but you don’t have to be building nuclear subs to benefit from them. Jill Bode, who runs a public relations agency called Designed Write in Franklin, Ind., uses an online service called AceProject (priced from zero to $99 a month, depending on the number of users, projects and tasks) to track various campaigns and efforts — currently 46 different projects for 18 clients. “I’m not a great multitasker,” Ms. Bode said. “I really like having a tracking mechanism for making sure that everything is moving forward, even if I’m not directly touching each of the projects.”

As do most project-management tools, AceProject has users type in the tasks that make up a given project, including who’s responsible for each one, when the tasks need to be started, when they have to be completed by, and what sort of time and effort is required to get each done. The process pushes Ms. Bode to think through the details of each project, she said, and then it keeps her posted on possible trouble spots. The service notifies her on login or even by e-mail when someone falls behind on a task, or when there simply isn’t enough time to get something done. “It gives me a 50,000-foot view,” she said, “and then I can zoom in to get whatever details I need to see what’s causing any problems.”

AceProject is one of several online or cloud-based services that do all this and more, including tracking budgets, expenses, billable time and invoicing. Others include Mavenlink (zero to $79 a month), Basecamp (free to $99), and Zoho (zero to $80). They all differ in interface, capabilities and emphasis, and each seems to have its advantages for different types of project-management challenges. But in playing around with some of them, it’s clear to me that any one of them can be invaluable in planning and executing projects, especially those that involve interrelated tasks. The tools become even more useful when a project is split among multiple employees, and even more so when responsibilities are divided between your company and your customer, and perhaps among partners, too.

Ms. Bode, for example, has teamed up with a gift-basket company to provide clients with campaigns that combine gifts with social-media-based publicity. What’s more, she doesn’t have any full-time employees — she relies at any one time on a half-dozen or so people scattered around the country who work for her on a project basis. “The social media parts have to be timed with when the gift baskets are delivered, so everyone needs to know what everyone else has done,” she explained. Ms. Bode, the people who work for her, and her partners can all sign in to see who needs be starting which task when, and even to call up or share any related documents or other information needed to complete a task. She could allow clients to sign in to monitor progress, too, but she prefers to keep clients apprised of progress herself.

Quantum Simulations, a 10-employee developer of sophisticated tutoring software in Murrysville, Pa., is a heavy-duty AceProject user. In addition to enlisting the service to track its software-development projects, it also uses it to coordinate projects with large partners ranging from publishers to government agencies. For example, Quantum develops tutoring software for some McGraw-Hill college textbooks and has to make sure its software is ready for distribution when McGraw-Hill brings out a biannual revision of a textbook. Quantum coordinates all of that with AceProject and also uses the service to keep the 25 or so people it employs on a contract basis on track.

Quantum co-founder Rebecca Renshaw said she found the service helpful for rooting out isolated jam-ups in demands on the company’s resources. “People can get overbooked, and when that happens we need to either move things around or bring in more contractors or a new hire,” she said. Ms. Renshaw also fires up the service every Monday morning at the company staff meeting so everyone can look at the big picture of what needs to be done in the coming week.

But Ms. Renshaw is quick to point out that while project management tools can lay out the gory details about planned tasks, it doesn’t take the place of a smart, experienced manager. “Everyone always looks like they’ve got too much on their plates when you look at their calendars,” she said. “Figuring out whether your people are really overburdened, or just very busy, is a matter of intuition and of sitting down with people and talking to them.”

She also cautions against going overboard with project-management tools by having everyone map out and update the tiniest little tasks. “You want enough detail to be able to manage projects,” she said, “but you want them spending their time thinking and being productive, not typing into a project management tool.”

Let us know what works for you.

You can follow David H. Freedman on Twitter and on Facebook.

Article source: http://feeds.nytimes.com/click.phdo?i=79a15c09beefcb74a075986df7fded33

Corner Office: Linda Lausell Bryant: Note to Staff: We’re a Team, Not a Family

Q. Talk about some important influences for you.

A. Part of my background includes conflict resolution training. And I really feel like that has shaped me tremendously. There are understandable tendencies among people to say, “Let’s avoid conflict.” I was trained to really go for it, and find out what some disagreement is about. What’s really underlying it? What are the underlying needs and issues here?

So two people will present the conflict as, “I wanted the red one; she wanted the blue.” Or whatever it is. But is it really about the red or the blue, or what’s it really about? I’ve always felt particularly adept at finding out the underlying psychodynamic issues. The training to not avoid the conflict — to kind of go for it and learn to get comfortable with it — was something that shaped me very much.

Q. How else does your background influence the way you manage and lead?

A. You have to respect not only people’s needs, but also their pain, their vulnerability. A lot of battles are about very personal things. I’m very attuned to the unspoken needs that people play out in the workplace. People are people in whatever setting — they bring their luggage of stuff, we all do — and the dynamics in the workplace are a function of the interaction of what we all have in our suitcases. You can’t change that. You can acknowledge it. You can give it space. You can give it air and light. In the end, it can’t rule the day, either, because in the workplace there are higher things and rules that are going to guide what we need to do here. It’s helpful to know that, and be aware of it as a boss, and it’s even better if employees are aware of it and that they feel that you’re not trying to change who they are.

So I really try to allow people to bring their full selves, and I try to hire with an eye toward: “O.K., what is it that you have? What are these personal characteristics that you have in addition to all your obvious qualifications that would mesh with this organization, that are complementary to what we’re trying to get done here?”

Q. How has your leadership style evolved?

A. Recently, I’ve really shifted my thinking. Our culture reflected our work, which is to create a sense of family for our teens. So our staff would say: “We’re a family. We’re a family.” And I’ve actually said directly to everyone in all-staff meetings: “We’re not a family, because in a family you never can fire somebody like your Uncle Joe. You just can’t. You have to put up with him because he’s family. In an organization, if someone is taking the organization down, we can’t accept that because the organization is bigger than any one of us.”

So I’ve said to them that the analogy that best suits us is, “We’re a team,” and in a team, everybody’s got a role to play. And the team wins when everybody plays their roles to their best ability. The other thing that’s different in a team is that people understand the concept of roles. So if you’re the manager, you have a job to do as a manager. No one, generally speaking, resents the fact that you have authority because they understand that it comes with the role of a manager and that teams need managers. They don’t manage themselves.

But in a family, it is about power. You know, Mom or Dad has the power, and I think the dynamic that often plays out in a workplace is that people project all of their parental stuff. And I remember a job where I actually had to say to my team: “I am not your mother. I’m the division director here. I have a job to do. You have a job to do.”

Q. How else has your leadership style changed?

A. I feel I’ve grown up more as a manager in this job. It’s been a process, but I’ve really grown up because I went from being the charismatic leader, the leader everyone loves — “I love you, and you love me, and we’re a big, happy family” — to being more comfortable with everyone not being happy. I’d like everyone to be happy, but I can take it if they’re not. And I no longer feel like it’s my job to make sure everyone is happy. My job is to fulfill the mission of this organization, and to make sure that all the pieces are in place so that we can do that.

Q. What changes did you make when you took over?

Article source: http://feeds.nytimes.com/click.phdo?i=6e543adf57a5d2c96a81f265b9386d3a

You’re the Boss: Why Is It So Hard to Raise Prices?

Naomi Poe, founder of Better Batter Gluten Free FlourJeff Swensen for The New York Times Naomi Poe, founder of Better Batter Gluten Free Flour
Today's Questions

As today’s small-business guide to pricing makes clear, a lot of small-business owners are reluctant to raise prices — sometimes even when they are losing money on every sale. Naomi Poe, who founded Better Batter Gluten Free Flour, initially priced her product to compete with nongluten-free competitors even though her costs were higher than theirs. Eventually, she decided to increase her prices and found her customers were encouraging.

Have you tried to raise prices? What has your experience been?

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You’re the Boss: It’s Never the Employee

Thinking Entrepreneur

I just sat through a fascinating round-table discussion with several successful entrepreneurs who were discussing their biggest weaknesses, which inevitably led to a discussion of their biggest frustrations.

These were experienced business owners, ranging in age from their late thirties to late fifties. Most of them described themselves in similar terms: impatient, short on focus, easily frustrated, likely to jump in and solve a problem rather than count on the employee to do it.

I asked questions after each one of them had bared their souls.

Do you jump in to solve the problem because you can’t help yourself — or because your employee can’t do the task? Both.

Do any of your key managers occasionally come up with big thoughts or ideas? No.

To those who complained that employees were coming to them with simple problems to be solved, had the employees been given  training on options to solve those kinds of problems? No.

Do you see yourself wired as more of an entrepreneur or more of a manager? They all wanted to be the entrepreneur — and they all acknowledged that their weakness was that they did not want to do the day-to-day management.

I think these entrepreneurs would agree that they had not yet reached that utopian place that small-business owners dream about where they are working on the business instead of in the business (in the words of Michael Gerber). They didn’t seem to disagree when I pointed out that they all had very similar issues. They were all entrepreneurs. And there was general acknowledgment that if they wanted to grow, have less stress, and build a business that would last, they needed to change the way they did things.

From what I could tell, no one got mad at me when I suggested that the problems they were experiencing were the direct result of how they had built their companies. The problem is that the same traits that make people successful entrepreneurs can also make them frustrating and frustrated managers. The same impatience that keeps things moving can also intimidate employees and keep them on edge. The lack of focus generates lots of new ideas but throws people off as they try to execute the latest new idea. And of course, not all of the ideas work.

Being able to think fast on your feet is essential for the entrepreneur, but not everyone can keep up. Things that seem obvious or come as second nature to the owner are not always obvious to everyone else. These owners frequently insist, “It’s just common sense!” But it usually isn’t. They are better doers than teachers, which leads to a frustrated teacher and frustrated students. And the frustrated teacher is rarely aware of the negative and unproductive consequences of a frustrated look, a raised voice, the lack of support.

I know about these things, I might add, because I have been guilty of all of them. But after way too many years of doing it wrong, I finally figured out the basics of good management. The bottom line? It’s never the employees who are the problem. It is the training they didn’t get. It’s the oversight that wasn’t given. It’s the lack of structure. It’s the boss who can’t let go. It’s that the wrong employee was left in the job too long. It is the boss’s responsibility. In a privately held business, it is always the boss’s fault. The boss has control.

So what is the solution for owners who want to work on the business instead of in the business? It starts with realizing that if you can’t get out of the business, you are doing something wrong. Maybe you don’t have enough business to hire the right people. Maybe you don’t charge enough in order to pay enough to hire the right people. Maybe you don’t train your people well. Maybe you have unrealistic expectations of what your people are supposed to do.

Maybe you can’t stop yourself from jumping in and just doing the job. Maybe, just maybe, you complain about not being able to get out of the business, but the truth is you just can’t let go. You want to deal with customers, you want to deal with vendors, but it may not be in the best interest of the company for you to be doing so. The joke is, many people say they want to work on the business, but they never really stop to consider what that means. What does it mean?

In my next post, I’ll lay out my 10-step plan for getting out — or not. Some people are better off in.

Jay Goltz owns five small businesses in Chicago.

Article source: http://feeds.nytimes.com/click.phdo?i=0fa7ff0c58bc1fe8565ec62837b368b6