A presentation I delivered on 4th November, 2010 to the Thames Valley Small Business Specialist User Group. It looks at using Business Processes to build a scalable and successful IT Consultancy Practice.

1. Richard Tubb richard@tubblog.co.uk www.tubblog.co.uk www.twitter.com/tubblog www.linkedin.com/in/richardtubb netlink.trading www.facebook.com/tubblog

2. Who am I? Founded Netlink IT in 2003 “One Man Band” until 2007 Merged with JamesCash.co.uk in 2009 8 Members of Staff, 60+ Clients across UK richard@tubblog.co.uk www.tubblog.co.uk www.twitter.com/tubblog www.linkedin.com/in/richardtubb

3. SBSC PAL FY11 I have been appointed Microsoft Small Business Specialist Partner Area Lead for Financial Year 2011 Work with the SBSC Community as the main points of contact with Microsoft. Report into Dell Quinn Two other PAL’s for UK are:- Guy Gregory The Final Step London Steve Wright BMS Leicester

4. I’m not this type of Pal

5. The value of business systemisation for SMB IT Companies Working Title - “How to stop doing all the stuff you don’t want to do, won’t make you rich, and bores the living daylights out of you – and instead start becoming a business owner"

8. What are Business Processes? Work Instructions (documents describing how to do specific tasks) Checklists (“Best Practice” guidelines) Configuration Information (Client Network Documentation)

9. Basically… Taking stuff out of here

10. … and documenting it for others to use

11. Why bother? If stuff is just stored in your head then you’ll struggle to delegate work to others...

12. Either through choice…

13. Or because you have no choice…

14. Documenting processes result in building a BUSINESS as opposed to OWNING A JOB

15. Micro IT Companies You are selling your time for money Only so many hours in the day for you to sell Life/Work Balance is often poor Sickness is a double stress Holidays are an inconvenience Unable to delegate any work Business simply doesn’t scale No efficiency

16. SMB IT Companies Key individuals (typically the owner) often hold key information Employees get stressed because they can’t do their jobs – people thrive on responsibility No exit strategy – selling the business without key individuals attached is difficult

17. Where to start? Simplest method can often be… Slow down… Write down… Share…

18. Example Administrative tasks are an easy win If you charge £60/hour for your time You spend an hour a month doing Business Bank Reconciliation The cost is £720/year for one single task Plus you went into business to be an IT Consultant, not an Accountant – Right?

19. Instead… Schedule 2 hours in your diary to do the next Business Bank Reconciliation Slow down – this is the last time you’ll ever do this task yourself… Document every step that you take to complete the task Next time, outsource the job for £7.50/hour to someone else to do on your behalf

20. Finished Document

21. Some other examples - Admin Producing a Weekly Financial Report Invoicing clients Chasing client payments Paying Suppliers Bills Filing VAT returns Ordering License Renewals Dealing with CV’s

22. It’s not just for Admin The next time you have to build a new PC for a client… How can you make the task repeatable by somebody else? Start by create a Checklist of the software that needs installing, and the settings that need configuring You’ll probably start to think about how you can speed the task up further… You may discover that creating a standard image using Acronis or ShadowProtect is the way forwards, and also makes documenting the process a whole lot easier…

23. Some other examples - Technical Setting up Windows Mobile Devices Archiving Outlook e-mails Installing a SSL Certificate Creating a Windows VPN Connection Building a new Domain PC Resizing Picture Image Files Sending large attachments via e-mail

24. Some other examples – Sales and Marketing Direct Mail Marketing Cold Calling Account Management – Inside Sales Public Relations – Press Releases Web-Site Updates

25. Benefits? Your time will be freed up to go and do fee earning work. You’ll have more energy because you won’t be doing the jobs you find a chore anymore. You’ll have taken the first step to building a company Business Operations Manual

26. Free Stuff Some documented processes for you to SWIPE Available as a Windows Live Sync Download Give me your business card and I’ll add you so you can download all the examples discussed Not got a business card? Two tips for you… Buy a ton of business cards and carry them EVERYWHERE Send me an e-mail at richard.tubb@netlinktrading.co.uk instead 

27. Does it work? In 2007 Netlink IT was a “one man band”

28. Does it work? In 2008 I documented all my administrative jobs and hired a Part-Time Administrative Assistant I also I documented all my client networks and sub-contracted technical work to trusted peers This made time for me to do Sales training, win more business, write blogs, garner positive PR and really get our name out there In 2008 Netlink IT became Microsoft Certified Partners

29. Does it work? In 2009 we merged with JamesCash.co.uk In January 2010, Microsoft announced us as their first Small Business Champions In October 2010, we were shortlisted for the Advantage West Midlands “Strategic Business Improvement” award In both 2009 and 2010 I was a speaker at the Microsoft Worldwide Partner Conference Now - World Domination more success is within our grasp!

30. Need convincing? “The E-Myth Revisited” by Michael Gerber Life Changing book If you do one thing… … Buy this book! All my recommended books at www.tubblog.co.uk

31. Which Tools can you use? Snagit (http://www.techsmith.com/screen-capture.asp)

32. Which Tools can you use? KeePass (http://keepass.info ) Start using separate passwords for ALL sites and clients – makes delegating any responsibilities much easier

33. Which Tools can you use? Get a CRM package to record client information We started with Results CRM (www.result-software.com) Case Study available at http://tinyurl.com/tubblog-resultscrm We now use ConnectWise PSA (www.connectwise.net)

34. Which Tools can you use? Sharing documents securely internally and externally is a must Well defined File Share is simple > Use a standard file naming convention Even better, use Sharepoint Microsoft BPOS – easy Sharepoint setup Microsoft Sharepoint – SBS

35. Which Tools can you use? Accredit UK Netlink IT became accredited in 2009 The accreditation process forces you to take a good look at your business and acknowledge and address weaknesses Prescriptive advice and guidance on how to document your business Help from a Business Consultant with creating your processes See http://tinyurl.com/tubblog-accredituk

36. Outsource Jobs Server Maintenance – Zenith Infotechhttp://www.zenithinfotech.com/ Call Answering – Moneypennyhttp://www.moneypenny.biz Administration – Virtual PA’s Web Site – Pronto Marketing http://www.prontomarketing.com Collaboration – Work with your SBSC Peers

37. Call to action Buy and read (or re-read!) E-Myth Revisited by Michael Gerber Visit my Windows Sync Mesh folder and S.W.I.P.E* our Work Instruction Template Schedule time in your Outlook Calendar to document one job you find a chore Delegate that job to someone else *Steal with Integrity and Pride from Everywhere

38. Any questions?

39. How to contact me richard@tubblog.co.uk www.tubblog.co.uk www.twitter.com/tubblog www.linkedin.com/in/richardtubb netlink.trading www.facebook.com/tubblog