autotask how to stop being a whiner 2013

HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS

Rich AkullianBusiness Development Manager

Autotask

rakullian@autotask.com

Tom ClancyVice President

Valiant Technology

tom@valiant-ny.com

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HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS

Rich AkullianBusiness Development Manager

Autotask

rakullian@autotask.com

Tom ClancyVice President

Valiant Technology

tom@valiant-ny.com

TRUE CONFESSION

Don’t believe every word.

I might be exaggerating.

Sound Familiar?US WITH GOOD PROCESS

• Proactive• Responding to changes• Focus on your foundation• Repeating past success,

learning from mistakes• Act with Facts

US WITH BAD PROCESS

• Reactive• Reacting to surprises• Apply Duct Tape as

needed• Rebuilding each day, with

only memory as a guide• Act on Faith

US THEM

What We’re About to Cover

• How to get real• How to get regular• How to get tough• How to get started

Get REAL

• Metrics, Metrics and Metrics

• Checklists• Handbook• Balance Sheet • Income Statement • Cash Flow

The Dreaded Trap of Growth

Metrics to Win With

From Autotask• Monthly Recurring

Revenue (MRR)– Average– Total

• MRRROI (acronym FTW)

• Time To Close• Tech Utilization• Issue Type

From Finance App• Balance Sheet• Income Statement• Cash Flow• Credit Line Status• Expenses

– Recurring– Dynamic

• Open Invoices/Bills

MRR? Average MRR? MRRROI?MRROOFF? MRROWF ROWF? MRRRRRRUFF?

Utilization?Time to Close?

Low Utilization Slow Close Fast Close

High Utilization Slow Close

Fast Close

Balance SheetIncome Statement Cash Flow Compare YTD Identify Slow Periods Why do shops fail?

No receivables?NO CASH

GET REGULAR:With Scheduled Reports

• Daily• Weekly• Monthly

DAILY “COFFEE” REPORTS

Tickets Opened

Tickets Closed

Tickets Remaining

Hours/Utilization (Per Tech)

WEEKLY “PIZZA BAGEL” REPORT

Project Status

Hunter/Farmer Report

• Per Tech• Total/Average

Hours/Utilization

• Balance Sheet• Collections

Financial Reports

MONTHLY “LOBSTER” REPORTS

A.M. Visit Schedule

Contract Expiration

Warranty Exp & HW Review

Customer Activity

Update MRR and P&L

GET TOUGH1: Eat Lightning.2: Crap Thunder3: There IS no Step 3

GETTING TOUGH

• Staff• Clients• Vendors• Yourself

Staff Review Criteria• Punctuality

– Arrival– Ticket Entry

• Popularity– With Clients– With Co-Workers

• Effectiveness– Communications– Discovery– Solutions (the work)

• Commitment– To You– To Their Career– To The Clients

Staff Review

• Schedule• Narrow Range• Raise for a 4+

Average• Don’t Be Afraid to

Give 2’s• Fire any 1’s.

THE SECRET PHRASE TO EASE SEPARATION

• “…It’s not working out.”

The Secret… to a Successful Separation.

IF PERFORMANCE BASED:•“I didn’t do this to you. You did this to you.”

IF ECONOMIC BASED:•It’s them or the WHOLE company.

Client Review/Termination

Why?• Not satisfied with you• Cannot be made

profitable• Won’t listen to you• Keeps you up at night• Caller ID makes you sad

Why Not?• Every customer is a good

customer?• You will have to close doors

without them?• You’re “friends”?

THE ONLY REASON YOU CAN’T: You are under contract.

Vendor Review/Termination

Why?

• Bad Product• Bad Support• Direct Competitor

– Dell– ConnectWise– Apple Store

• Not Profitable– <5%– Time– Mindshare

Why Not?• Change is hard• 5% kickback is so important• You’re “friends”?

THE ONLY REASON YOU CAN’T: You are under contract.

What about YOU?

Yeah, YOU.Surveys, Surveys, Surveys

Three Rules for Surveys• Short• Simple• Rewarding

– No Trip to Disney Required– Just do something– Fix the problem

Get Away, Far Away Turn off the email Open a notebook and write Make a list of customers Make a list of target

customers Dream bigger

GET STARTED

HIRE A COACH! FURTHER READING!

• Bird By Bird –Anne Lamont

• What Got You Here Won’t Get You There-Marshall Goldsmith

• E-Myth Revisited-Michael E. Gerber

• Five Dysfunctions of a Team-Patrick Lencioni

THANKS!

Tip your waitress, try the veal, I’m here all week.

Second show is completely different than the first.

Thanks Tom!

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HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS

Rich AkullianBusiness Development Manager

Autotaskrakullian@autotask.com

Tom ClancyVice President

Valiant Technologytom@valiant-ny.com