The Importance of a Professional First Impression
In today’s business world, effective communication is paramount, and the telephone remains one of the most essential tools for engaging with clients, prospects, and partners. Automated answering services, voicemail systems, or hold music can significantly impact your company’s image and customer satisfaction. Therefore, it’s important to ensure that the telephone is a productive sales tool rather than a hindrance.
The first interaction a caller has with your company is often through a phone call. This brief exchange, often lasting less than a minute, plays a pivotal role in shaping the caller’s perception of your business. That’s one reason why it’s crucial to use that first impression as an opportunity to create a positive and lasting impact. Below are some strategies to help you refine the way your business greets its callers.
Evaluate Your Office’s Phone Etiquette
To understand the true experience of a customer or client calling your office, consider making a test call. Just don’t reveal your identity. Have someone whose voice your staff does not recognize place the call while you listen in. This method allows you to assess the quality of your telephone service in an objective manner. During the call, listen for the following:
- A friendly and professional greeting, such as, “Good morning, [Company Name],” followed by the name of the employee and an offer to assist.
- A calm and helpful response to inquiries, or the offer to direct the caller to someone who can provide more information.
- Reasonable hold times, with an apology if the wait exceeds typical expectations.
This process is well worth your time, as it will give insights into how your staff handles calls and whether improvements are needed.
Assess Your Answering Service
If your business relies on an answering service, it’s vital to evaluate its quality. Conduct a similar test to the one mentioned above, but focus on how well the answering service represents your company. When evaluating this service, ensure that:
- The operator answers with your company’s name, rather than using a generic, impersonal greeting like, “May I help you?”
- The operator is well-versed in your business’s key details, such as hours of operation, employee names, and company policies.
- The message conveyed by the operator aligns with the information your business wants to relay to customers.
If the answering service fails to meet these standards, take the time to educate the provider on your expectations. There are many answering services out there. If yours is not meeting your standards, it might be time to make a switch.
Review Your Voicemail System
Your voicemail greeting is another key touchpoint for customers and clients. How it sounds can significantly impact their perception of your professionalism. Periodically listen to your voicemail message and ask yourself the following questions:
- Is the voice recording representative of your brand? Choose a voice that is clear, engaging, and professional, so that it strikes the right tone for your business.
- If your voicemail or call system includes background music or on-hold music, ensure that it is calming and unobtrusive. Many businesses make the mistake of choosing music that is grating and leads to someone hanging up before speaking to a member of your team.
A well-crafted voicemail message ensures that callers feel valued, even if they are unable to speak directly with someone.
Humanize Your Technology
There is no doubt that automated voicemail systems, speakerphones, and conference call capabilities are indispensable tools. However, it’s essential to remember that while these systems offer convenience, they can lack the personal touch that a human voice provides. The truth of the matter is that most people still prefer speaking with a real person.
Even if the employee who answers the phone is not the highest-paid member of your team, the human voice remains an essential element of your company’s identity. An empathetic, attentive response can leave a positive impression, contributing to a stronger relationship with your clients.
Today’s businesses must embrace the benefits of technology while remembering the importance of personal interaction. By regularly reviewing and improving your phone etiquette, you ensure that your business presents itself in the best possible way from the moment the phone rings.
Copyright: Business Brokerage Press, Inc.
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How Under-Reporting Income Hurts Your Franchise Sale
When it is time to sell, one of the most important questions a buyer, lender, or investor asks is simple: what does this business really earn? Owners who have spent years minimizing reported income to reduce taxes often discover that the habit works against them at sale time. Understated profit means an understated value, and gaps between the books and the tax returns raise red flags. If you plan to sell your franchise, presenting a profitable, legitimate, well-documented business is one of the most valuable things you can do.
Why true income is hard to prove, and why it matters
Buyers scrutinize not just the numbers but the story behind them. Any discrepancy between your books and your tax returns undermines trust, and a compelling narrative about “real” profits will not convince a serious buyer or an SBA lender. They want tangible, consistent evidence of legitimate profitability. That is why clean, documented earnings are the foundation of a strong sale price.
Think long-term, not just this year’s taxes
Instead of chasing short-term tax savings, prioritize showing consistent, legitimate profitability. Buyers pay for businesses with a strong, verifiable track record. Reporting your income accurately and fully, year after year, builds the picture that supports a higher asking price when you eventually sell.
Keep accurate, well-documented records
Review your financial statements and make sure they reflect the true, legitimate performance of the business. Where growth is real, it should be visible in properly reported numbers, not hidden. Accurate records build credibility with buyers and lenders and set a stronger stage for negotiation.
Document your legitimate add-backs
Part of presenting an accurate picture is itemizing legitimate, allowable add-backs, such as an above-market owner salary, one-time expenses, or owner perks run through the business. Clearly documenting these lets a buyer see the true earning power of the franchise without overstating anything. Just remember that ongoing costs like royalties and franchise fees are not add-backs.
By reporting honestly and documenting thoroughly, you make your franchise more appealing to buyers and lenders, and you keep the IRS focused elsewhere. It is the rare strategy that helps your taxes stay clean and your sale price stay strong.
Frequently asked questions
Why does under-reporting income lower my sale price?
Buyers value a business on its documented earnings. Income that is not on the books cannot be verified, so it does not count toward value, and discrepancies erode buyer trust.
Can I just explain that my real profits are higher?
An unverified story rarely persuades a serious buyer or lender. They rely on tax returns and financial statements, so the numbers have to be documented, not described.
What are legitimate add-backs?
Owner-specific or one-time costs that a new owner would not carry, like an above-market owner salary or personal expenses. Recurring costs such as franchise royalties stay in the numbers.
Preparing your franchise to sell?
Clean, documented financials protect your price. Talk to Franchise Sellers about getting your franchise ready to sell, or call 800-499-4280.
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Understanding the Odds of Selling a Business
When it comes to buying or selling a business, we often get asked two common questions: “How many businesses are for sale?” and “What percentage of businesses on the market actually sell?”
To get a sense of the market, it’s important to break things down by business category. The industries that make up the majority of small to mid-sized business sales include: manufacturing, wholesale trade, retail trade, business and personal services, and household/miscellaneous services. Together, these sectors represent a significant portion of the approximately 30 million businesses in the U.S.
It’s commonly estimated that around 15-20% of small businesses are for sale at any given time, though this figure can vary depending on market conditions. Interestingly, smaller businesses—especially those with fewer than four employees—make up a larger portion of the businesses on the market. However, it’s generally observed that the sale success rates for smaller businesses tend to be lower than for larger ones. Smaller businesses, especially those with fewer than five employees, are often seen as having more challenges, such as incomplete financial records or unrealistic pricing, which can affect their chances of a successful sale.
So why do smaller businesses struggle to sell at the same rate as larger ones? Several factors come into play. Smaller businesses often face challenges like inaccurate financial records or unrealistic pricing. Some owners may not be fully committed to selling or may not be prepared for the complexities of the sales process. In some cases, owners might simply close their doors rather than attempt to sell.
Another key reason small businesses often struggle to sell is that their owners may not be properly prepared for the sale process. Many business owners, especially those with fewer than five employees, fail to plan ahead for the sale. This lack of preparation can include everything from neglecting to update financial statements and resolve legal issues to failing to optimize the business for sale by streamlining operations. If a potential buyer sees these areas as red flags, they might walk away, even if the asking price is reasonable.
To improve the odds of a successful sale, business owners should take a few proactive steps. First, they should invest time in cleaning up their financial records, ensuring that they are transparent and up-to-date. It’s also wise to engage a professional who can provide expert advice, market insight, and help with valuation. Additionally, business owners should focus on making their business more attractive to potential buyers by demonstrating a stable, profitable operation with room for growth. Taking these steps can significantly improve a business’s chances of selling successfully.
Copyright: Business Brokerage Press, Inc.
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The Entrepreneur: Understanding Strengths and Weaknesses
Entrepreneurs are typically dynamic and driven individuals who play a critical role in driving innovation. However, to succeed, they must leverage their strengths while being mindful of their weaknesses. By understanding both, entrepreneurs can maximize their potential and build more sustainable businesses.
Strengths of Entrepreneurs
Flexibility and Positive Attitudes
Entrepreneurs are highly resilient and maintain a positive outlook, even in challenging situations. These traits help them navigate market shifts, customer needs, and unforeseen obstacles with confidence.
Creativity and Willingness to Take Risks
Creativity is a hallmark of entrepreneurship. Entrepreneurs excel at generating new ideas and solutions. At the same time, they are comfortable taking calculated risks that can disrupt industries.
Goal-Focused and Committed to Success
The most successful entrepreneurs are driven by clear goals. Their focus on success fuels both day-to-day operations and long-term strategies. Through this means, they stay on course even when faced with setbacks.
Strong Organizational Skills
Despite their busy schedules, many entrepreneurs possess excellent organizational abilities. They prioritize effectively and manage deadlines. All of this is necessary to ensure the business runs smoothly.
High Energy Levels
Entrepreneurs often demonstrate a great deal of energy. Their lifestyles often require long hours and maintaining enthusiasm. This level of energy not only drives their own work but can also inspire teams and stakeholders.
Weaknesses of Entrepreneurs
Impatience with Results
Entrepreneurs are ambitious about achieving their goals, but they often want quick results. This impatience can lead to frustration. Sometimes it can also lead to rash decisions that may undermine long-term success.
Distraction
Juggling multiple responsibilities can lead to distractions and a lack of focus. Entrepreneurs may struggle to prioritize effectively, which can cause delays and impact the quality of work.
Distrust of New Technology
While entrepreneurs are generally innovative, some can be hesitant to embrace new technologies. This reluctance can limit their ability to leverage advancements that could benefit them in the long-run, improving efficiency and competitiveness.
Tendency to Stray from Plans
Entrepreneurs’ passion and creativity sometimes lead them to drift from their original business plans. While flexibility is important, straying too far from the vision can waste resources and cause a degree of chaos.
Difficulty Delegating
Many entrepreneurs are reluctant to delegate tasks, especially in the early stages of their businesses. This can lead to burnout and limit the growth of the business. Learning to trust and empower others is key to scaling effectively.
By embracing their core abilities, which often include such traits as creativity, focus, and energy, while recognizing addressing areas that might need improvement like impatience, distraction, and reluctance to delegate, entrepreneurs can take the first step towards improving operations.
Copyright: Business Brokerage Press, Inc.
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Should You Divest a Non-Core Part of Your Franchise?
Many owners run a product, service, or even an extra location that performs reasonably well but does not quite fit the core of the business. It is often called an orphaned line, something disconnected from your main focus. If that sounds familiar, do not panic. It is common, and there are buyers, from individual investors to private equity firms, actively looking for lines they can add to a portfolio or build a business around. Here is why divesting a non-core part of your franchise business might make sense.
Improved focus and efficiency
Even a successful non-core line can pull your team and resources away from the core business. Spreading attention too thin holds back overall progress. Divesting frees up time, energy, and capital to concentrate on what matters most, which usually means better innovation, better service, and faster growth.
Unlocking capital for growth
Selling off a non-core line generates cash you can reinvest in the core business, funding new initiatives, expanding your reach, or strengthening operations. In many cases, divesting an underperforming or off-core piece is the fastest, cleanest way to unlock funds that drive meaningful growth.
Redirecting resources to higher-margin areas
Even a profitable line can be a drain once you factor in management time, logistics, and overhead. Divesting lets you redirect those resources toward higher-margin, more scalable parts of your business. A line that looks profitable on paper is not always the most strategic use of your energy.
Weigh the risks before you decide
Divesting is not risk-free. Parting with a line takes careful thought about the impact on your brand, customer relationships, and culture, and for a franchise, any move has to fit within your franchisor’s rules. Weigh the pros and cons, and a well-timed divestment can refocus your business and unlock real opportunity. Understanding who buys these lines helps you plan the sale.
Frequently asked questions
What is a non-core or orphaned business line?
A product, service, or location that runs on its own but is disconnected from your main focus. It may even be profitable, yet it consumes attention and resources better spent on the core.
Who buys a single product line or non-core unit?
Individual investors, strategic buyers, and private equity firms often seek lines that complement their portfolio or that they can build a standalone business around.
Should a franchisee divest a side offering?
It can make sense to refocus and free up capital, but any change must fit your franchise agreement and franchisor approval. Weigh the brand and customer impact first.
Rethinking your franchise’s focus?
We help owners plan sales and divestments. Talk to Franchise Sellers, or call 800-499-4280.
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Using Customer Feedback to Build Franchise Value
If your franchise deals with customers, complaints and negative feedback are inevitable. What separates a struggling location from a thriving one is how you handle them. Ignore complaints and you erode your reputation and your value. Handle them well and you improve operations, deepen loyalty, and build the kind of reputation buyers pay for. Here is how to turn customer feedback into an asset.
Handle upset customers well
An unhappy customer often arrives braced for a fight. Your team should not mirror that energy. Calm, empathy, and active listening go a long way, because people want to feel heard. Train your staff to understand that the issue is almost always about the product, service, or experience, not about them personally. Professionalism defuses situations that frustration would only escalate.
Act quickly
Speed matters. The longer a problem festers, the more dissatisfied the customer becomes, and fast action can turn a critic into an advocate. Empower your customer-facing employees to fix problems on the spot. If every resolution needs a manager’s sign-off, delays pile up and customers get angrier. Autonomy signals that satisfaction is a real priority.
Gather feedback proactively
Do not wait for complaints to find you. Regular surveys and review requests give customers an easy, low-pressure way to share input, and they help you spot patterns before they spread. That data shows where your franchise can improve and refine its offering, which keeps you competitive and steadily strengthens the business, exactly what makes it more attractive when you eventually show its strengths to a buyer.
Frequently asked questions
Why does customer feedback matter to my franchise’s value?
A strong reputation and loyal, satisfied customers are assets buyers pay for. Handling feedback well protects both, and the review scores and retention it produces are visible to buyers.
How should staff handle an angry customer?
Stay calm, listen actively, show empathy, and focus on a fast solution. Remind the team the complaint is about the experience, not a personal attack.
How do I gather useful feedback?
Use simple surveys and review requests regularly. Track the patterns, act on recurring issues, and you will improve operations and reputation over time.
Building a franchise buyers want?
Reputation is part of your value. Talk to Franchise Sellers about preparing your franchise to sell, or call 800-499-4280.
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3 Steps to Sell Your Business Quickly and Efficiently
Before delving into the specific steps that benefit business owners who are looking to sell quickly, it’s crucial to understand the buyer’s viewpoint. For many buyers, purchasing a business is a once-in-a-lifetime event, often involving significant personal and financial risk. Therefore, sellers must take proactive steps to ensure their business is as appealing and risk-free as possible.
There are three key areas to focus on for a successful exit:
- Prioritizing Pre-Diligence
- Reducing Perceived Risk
- Engaging the Right Professionals
By focusing on these areas, you can instill buyer confidence while increasing the likelihood of a smooth transaction.
Step 1: Prioritizing Pre-Diligence
The first step to preparing a business for sale is to view the process from the buyer’s perspective. Buyers will conduct due diligence to assess the financial health, legal standing, and overall stability of the business. If you are able to anticipate and address potential issues beforehand, you can streamline the process.
Well in advance, business owners should work with qualified professionals to ensure that all documentation is in order, financials are accurate, and the business complies with all relevant regulations. This pre-diligence process will create fewer hurdles during the buyer’s due diligence and provide a smoother transition to closing the sale.
Step 2: Reducing Perceived Risk
One of the most effective ways to make a business more appealing to buyers is to minimize perceived risks. Buyers are naturally cautious about purchasing a business, and any factors that raise concerns can hinder a sale.
Here are a few areas where sellers can reduce risk before listing:
- Revenue Concentration: If the business is overly reliant on a few key clients or customers, consider diversifying the customer base or developing long-term contracts that mitigate this risk.
- Employee Contracts: Secure and well-structured employee agreements can provide stability and reassure buyers that the business has a reliable workforce.
- Clear Customer Contracts: Well-drafted and easy-to-understand customer agreements can reduce legal uncertainties and increase buyer confidence.
- Addressing Legal or Financial Liabilities: If there are outstanding legal issues, potential liabilities, or financial discrepancies, it’s wise to resolve these before listing the business.
By addressing these concerns in advance, sellers can significantly increase how attractive buyers will perceive their businesses to be.
Step 3: Engaging the Right Professionals
The right team of professionals can make all the difference when selling a business. Business brokers, M&A advisors, accountants, and legal experts help guide sellers through the complexities of the sale process. They can assist with everything from developing an exit strategy to ensuring that the sale adheres to all legal and financial standards.
Engaging professionals early in the process ensures that the seller has the right advice and support to navigate negotiations, minimize risk, and maximize the business’s value. These experts can also help identify and address potential red flags that might otherwise hinder the sale.
Copyright: Business Brokerage Press, Inc.
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You Have a Buyer for Your Business – Now What?
While learning that you have a serious buyer for your business may feel like a cause for celebration, it’s important to hold off on the champagne. The journey from a buyer expressing interest to a finalized sale involves several steps, and your business broker or M&A advisor will play a crucial role in guiding you through the process.
Step 1: Preparing the Offer
Once a buyer is genuinely interested in your business, your broker will help you prepare an offer or proposal. It’s common for such an offer to include contingencies—conditions that must be met before the sale can proceed. These typically involve a review of your financial records, contracts, and any other relevant agreements, such as lease or franchise agreements, if applicable.
Step 2: Reviewing the Buyer’s Proposal
Your business broker or M&A advisor will then present the buyer’s proposal to you. At this stage, you have the option to either accept the terms or make a counteroffer. Many sellers are surprised to learn that buyers can also withdraw their offer if the terms you offer don’t align with their goals.
It’s important to remember that, while your brokerage professional can provide valuable advice on the deal’s merits, you— as the business owner— will make the final decision. There’s rarely such a thing as a “perfect” deal, and you may need to weigh whether the offer meets your needs or if it’s better to hold out for something better. As the saying goes, “A bird in the hand is worth two in the bush,” and it’s up to you to decide if this deal is the right fit.
Step 3: Addressing Contingencies
If you and the buyer agree on the terms, the next step is to address any contingencies. Your broker will help you work through these requirements, which may include verifying financials, resolving legal matters, or providing additional information about the business. Transparency is key at this stage—being open with the buyer will help ensure the process moves smoothly and builds trust.
Step 4: Finalizing the Sale
Once all contingencies are resolved and both parties are satisfied, you can breathe a sigh of relief. The final sale documents will be prepared and signed. This is the point at which ownership officially transfers to the buyer, and the agreed-upon funds will be disbursed to you.
Step 5: Transitioning After the Sale
After the sale is closed, it’s natural to feel a mix of emotions, especially if you’ve owned and operated the business for many years. Sellers often experience a sense of disorientation, as they transition from business ownership to the next chapter of their life. Again, your business broker or M&A advisor will provide guidance to you during this phase. They can offer insights to help you navigate any post-sale questions or concerns.
Conclusion: Reflecting on Your Achievement
Selling your business is a significant accomplishment, and once the deal is finalized, it’s time to reflect on what you’ve achieved. You’ve successfully sold your business, and you’re now ready to embrace the next phase of your life. While the process may have been complex, with the right guidance, you can confidently move forward knowing that you’ve made a well-informed decision.
Copyright: Business Brokerage Press, Inc.
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Simple Tips for Being a More Efficient Business Owner
As a business owner, one of your ongoing priorities should be finding ways to save money. Ultimately, this will boost your bottom line and make your business more attractive to buyers. Let’s take a look at some strategies to run a more efficient and cost-effective business.
1. Consolidate Services for Better Deals
There are many clever ways to save money, and some are easier than others. One simple strategy is to consolidate your service providers. By choosing one provider to handle a specific service and sending all of your business their way, you may be able to negotiate reduced fees or discounts. Additionally, asking for a discount or an added perk from your most loyal service providers is often well-received.
2. Reduce Energy Consumption
Energy costs are rising steadily, and depending on where you live, the time of year, and the nature of your business, energy expenses can make up a significant portion of your operating costs. By running machinery or equipment during off-peak hours or investing in low-cost insulation, you could see significant savings. It literally pays to be proactive and look for ways to reduce your energy consumption.
3. Shop Around for Financing
It always pays to shop around, especially when it comes to financing. If you need to take on additional debt, take the time to compare financing rates and terms from multiple lenders. Meet with at least two banks or financial institutions before making a final decision on a new loan. This effort can help you secure the best possible deal for your business.
4. Go Directly to the Source
Another way to save money is to go directly to the source for what your business needs. Whether it’s equipment, supplies, or services, eliminating the middleman can lead to substantial savings. You may also discover more options and greater flexibility when dealing directly with suppliers or manufacturers, which could improve both your operations and your ability to serve customers.
5. Understand Deductible Expenses
It’s important to remember that deductible expenses aren’t a form of “free money” — they’re still costs. The only benefit is that your specific tax rate allows you to reduce the amount of taxable income. Don’t fall into the trap of seeking too many deductible expenses without evaluating whether they are truly necessary. Before making a purchase, consider how much additional revenue you need to generate to justify the cost.
6. Offer Early Payment Discounts
A little creativity can go a long way in saving money. If you offer early-payment discounts to customers, you’re essentially “borrowing” from them rather than a bank. Unlike a bank, which charges interest, your customers are essentially providing you with interest-free financing. Early-payment discounts are one of your business’s best financial tools!
7. Regularly Review Your Business Expenses
Perhaps the most important step any business can take to save money is to periodically pause and assess how money is being allocated. Running a business can be hectic, and it’s easy to get caught up in day-to-day operations. However, failing to review your spending and identify missed opportunities can hurt your bottom line. Make time to regularly evaluate where your money is going, and find ways to optimize your business’s financial efficiency.
Copyright: Business Brokerage Press, Inc.
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How to Know You’re Charging Enough
Most business owners fret about whether they are asking too much or not enough for their goods or services. This dilemma keeps many prospective sellers up at night. Ask too much, and you may fail to attract enough customers; ask too little, and you’re cutting yourself short. In this article, we’ll examine how to determine if you are charging the right amount for your goods and services.
Many business owners begin working with an M&A advisor or business broker only to learn that a small increase in their pricing can lead to substantial increases in profit. Best of all, with the right pricing strategy, it is possible to raise your prices without your customers noticing. The fact is, you may be leaving a significant amount of money on the table right now. Having a coherent and well-thought-out pricing strategy is the first step to boosting your profits, and it can be done in surprisingly little time.
In Rafi Mohammed’s book “The Art of Pricing,” he observes that a key fallacy in business is that a product’s price should always be based on its manufacturing cost. Mohammed offers several interesting observations and suggestions. One suggestion, specifically aimed at restaurants, is that they should keep their entrée prices attractive and expect their profits to come from items like drinks, desserts, or other add-ons. He notes that McDonald’s profit margin on hamburgers is small, but they have a considerable profit margin on French fries and drinks. In short, profits and pricing should be viewed as part of a larger overarching strategy.
Another example can be found in the world of investment banks, which charge a relatively modest accomplishment fee as a percentage of total consideration. However, they then insert a substantial minimum fee.
Better pricing and better pricing strategies lead to more profits. Through better pricing, Mohammed argues that companies can increase their profits and achieve growth. He notes, “Smart pricing is like hidden profits.”
The more time you, as a business owner, invest in your pricing strategy, the greater the chances are that you’ll boost the value of your business. The facts are that small pricing increases can significantly enhance overall profits. Don’t be afraid to adopt a new pricing strategy. If your new pricing strategy fails, you can adjust your plan. The benefits of exploring new pricing options are simply too great to ignore.
Copyright: Business Brokerage Press, Inc.
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