AutoGov

Be Your Own Backstop or How to Handle Chaos

When the going gets tough or you have no idea what to do next, too often we see folks looking around for help.  Finding none, some people are willing to throw up their hands and walk away.

Walking away - especially from a client need - is the worst thing a small business (any business) can do!

AutoGov met last week to begin the process of developing standard operating procedures or SOP's for every facet of our business, ranging from the simple and mundane to the complex. 

We began with one that I thought would be simple - "What to do when you have no idea what to do."  This was subsequently named the "Chaos" SOP by the participants.  Far from being simple, we spent hours following every rabbit trail we could think of and put each possibility through the Chaos flowchart.

Walking away from an issue? Not likely.  Everybody learned that it is critical to be your own backstop even when chaos ensues and nobody is there to help you except you!

Acknowledgement Can Be a Bitter Pill to Swallow

"Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."  Andrew Jackson

President Jackson's position on the acknowledgement of errors has withstood the test of time, not to in any manner imply that we all actually live by this standard each day.  But, we would do well to consider his admonishment in our dealings with clients, vendors, partners and others with which we communicate each day.

Rest assured others know when you blow it.  Its in walking away without accepting and acknowledging your hand in an error or mistake that sows the seeds of distrust and resentment.  Over time, these incidents can cause a team to fail because the trust is broken and expectations are diminished.

My high school baseball coach used to tell us to forget saying "my fault" when an error was made.  His reasoning was that everybody in the stadium knows its your fault, so forget it and move on.  While Coach was right about most of the lessons he shared with us, he may have missed this one when applied to life and business.

Just a brief "my fault," an acknoweldgement that you are in error will provide your team with the comfort of knowing three things: 1) you know you blew it, 2) you actually care, and 3) (to borrow a phrase from my son) you are willing to "man up" and accept your failing.

Reflections from the Week

While most folks race for the door on Friday afternoons, I find the time is perfect to reflect on the chaos of the week – quiet time for my brain.  No phones, no deadlines, no payroll and no cash flow issues to concern me.

The week was productive.  Working to ensure our business intelligence solutions are meeting our client’s needs, we have explored the BI markets newest stars – those whose model includes software as a service.  SaaS meets our client’s needs and allows us to practice what we preach – our flagship software is a SaaS offering.  Mashing a BI solution with our own will provide significant benefits to our clients.

AutoGov sales and marketing efforts are blowing and going.  The company has a pipeline (yes, I know it’s cool, right?) for the first time since we crawled away from our consulting business years ago.  We are exploring new methods of reaching our target markets.

The Mississippi Healthcare Summit held at Mississippi College in Clinton was enlightening.  While the State has challenges eclipsed by few others in the United States, the leadership stands tall offering solutions and hope rather than doom and gloom.  Soon to be elected Governor Phil Bryant, Insurance Commissioner Mike Chaney and newly elected Senator Josh Harkins were a few of the players that will be key to Mississippi’s continued push forward.

Operations are solid, the technology is smokin’ hot and our customer service team ready’s for a month end drawing for an iPod.  The team, led by our CEO (Rose Hayden) and lead data scientist (Taylor Phillips) produced a comprehensive analysis for one of our clients.  The analysis provides a clear path forward and a bright future for the client’s operations.

Now my week is done.  These musings bring clarity.  Monday is certain to bring the return of the chaos of a small software company, but – at least for now – all is well.

Our Metamorphosis Is Complete (Again)

Fifteen years ago next week, this company commenced consulting operations (whatever those where) on a card table in the guest room of my house in Madison, MS.  The only assets - me, a computer and a dial-up connection to the internet.

Needing nothing else, I raced off into the world to be a consultant, purveyor of knowledge and expertise. Marginally successful at this new found work and freedom, I hired my first employee two years later and another the following year.

Two years later, I decided that I didn't want us to be a consulting company any longer. We were going to sell training over the internet, collect such interesting data as methadone intake and provide reports for community colleges.

Following a short hiatus from the business in 03 and 04. I was back at it again, except now I decided that we could do both - sell software as a service and consulting.  Expecting the staff to jump to the new beat again, we trudged off into this bigger, flatter world with a whole new quiver of arrows.

A year or so later, I wrote a formula and the outline for how to apply this new intellectual property. Written on a napkin (actually three napkins) on a flight from Atlanta to Austin, this formula would ultimately serve as the basis for the next major change in the business - a metamorphosis that would ultimately prove to be the last. 

The formula and the platform upon which it operated would need millions of dollars invested into it. But, before this could happen I realized at long last - I needed some adult supervision.

We needed someone to build a team, focus on goals, create a sales machine and stop the constant distraction of consulting. 

Two years ago, our CEO, Rose Hayden, took over as our leader (and as my baby sitter!) It was quite simply the best single decision I have ever made. 

Rose built a team of people (customer service, technical support and operations management) that are driven to deliver our only offering - our software. Goals that are clear and unambiguous have been established. Our sales machine has more deals in the pipeline than ever before. And, we only consult for our software clients.

This metamorphosis has produced a burgeoning software success that has built technology forward offering expanding in areas I never knew could be within our reach.  We have learned many lessons along the way and bare the scars of a hundred crash and burn altercations.  

Of course, we still face daily hurdles (sales) and occasionally mountains (cash flow), but the long tunnel nears an end with the light of a clear sunny day in front of us.

The Land Where Nothings Funny

Sitting in my office this afternoon, I was totally immersed in the - oh so exciting - statistical phenomena of regression toward the mean. While important to the operations of our clients, this is tidbit of knowledge is hardly a topic that could be called "interesting."

I lost my concentration because our CEO and our head of customer service were laughing - not just a little, but laughing hysterically about a cartoon making fun of customer service. 

How dare they laugh in the land where nothing's funny?  Who authorized them to be so irreverent?  This office is a very serious place.  We are not supposed to be laughing.

I realized later that the trials and tribulations of our day to day struggles have overwhelmed us and the lack of laughter is a symptom of our struggles.

The land where nothing's funny is a dark place that is no fun - not a place I want to spend every waking hours.

So, smiles and laughter will now become mandatory.  I proclaim this land now funny.

Yo, Einstein!

"We can't solve problems by using the same kind of thinking we used when we created them."  – Albert Einstein

Obviously Einstein encouraged us to think outside the box to solve real world problems by trying different methods to come up with effective solutions. In our ever-changing market AutoGov must continuously adapt and change our way of thinking to meet the market where it is – not where we think it is. We must be creative and flexible to find solutions to our clients’ needs to achieve the desired outcome. We monitor and test new technology and new data to provide a high-functioning, highly effective, and easy to use product.

“Insanity: doing the same thing over and over again and expecting different results.”  – Albert Einstein

Think about your own every day experience.  When you are at the grocery store and you reach for your favorite can of Spaghetti O’s (or donuts, chocolate milk, cereal, ice cream, soda)  are you hungry yet?  Yet, something catches your eye. The can looks different. It has a new font on the label, new colors.  The can is bigger. Does it make you second guess your choice and long for the old “normal can?”   For most of us, the answer would be “yes.”  The product in the new can is 100% the same.  Only the look and feel is different.   

Just as a company must adapt to the expectations and needs of the consumer, the consumer adapts to the company’s changes , especially when you love the product.  To grow we reach to new heights together. Communication between a company and its clients is the best way to get feedback and ideas in order to reach the next level of success. 

If you have a brilliant or not so brilliant idea on how our software could work for you yet you don’t see an example of it on our website, please write to us, call us, and/or send us a letter via courier pigeon. The great thing about being responsive is that we can create solutions that don’t repeat the problems, expand our customers – all by listening to you. 

Our voice is your voice. Let’s make Einstein proud. 

AutoGov's F-bombs: Focus and Finish

Alabama football coach, Nick Saban, is famous for drilling several key words into the everyday lives of his players – focus and finish. 

The Crimson Tide has been successful in winning when these two words drive the everyday actions of the team.  Similarly, Bama has stumbled when they haven’t focused; and, they most certainly fell when they haven’t finished.

These two words – focus and finish – are also critical to success in business just as they are in sports. 

Focus on the achieving the goals of your business must be part of the lexicon in spite of the inevitable distractions that plague day to day operations.  More sales, completing technology builds, recruiting talented people, or whatever the goal; success will only come when business people are focused.  Eyes must remain on the prize. 

Finish.  Sound simple, doesn't it?  Finish means never quitting, never giving up on the dream.  Whether ahead of projections or crashing, finish the effort.

Winning only comes with focus.  Winning can’t come without finishing.

Small Business Momentum

Momentum in small business ebbs and flows - from the exhilaration of the highs, to the near depression of the lows.  Often the loss of momentum is self-induced, caused by something negative that has taken hold.

Similarly, strong momentum is a result of hard work, positive attitudes and leadership.

I have come to believe that momentum is one of the most critical factors for long term success.  Hard work, new deals, a kick-butt product, great customer service - all produce great momentum.  This is especially true when each member of the team is committed, approaching their job with a positive attitude and a focus on the type of momentum that meets goals and ensures success.

My business partner uses the phrase “sadder but wiser” fairly frequently.  Operating small businesses for two decades has made us both feel and believe in these words.  Bad decisions on hiring, technology and sales have ensured a sadder and wiser team.  It’s true.  We kill our own momentum.  In fact, bad attitudes of some team members have destroyed momentum for us at critical times.

Sure, the economy has hurt us.  We lost several very large and important clients.  In short, we have crashed and burned more times than we count.  We can almost always trace the crash back to something we did to destroy our own momentum.

Do you have any momentum killers in your business?  The answer might make the difference next time you face a challenge.

AutoGov Employee Supports Alabama Tornado Relief Effort

AutoGov Sr. Technology Analyst, Taylor Phillips, a recent University of Alabama graduate combs through the rubble of Alberta Elementary School in Tuscaloosa, Alabama. Alabama, the hardest-hit of six states, is reported to have been battered with at least an EF-4 rated tornado with the death toll across the South rising to over 300 as a result of the storms.