Two Key Challenges for Leaders

Dear Ken Keller,

How do I keep my overhead down? It seems to be growing despite my best attempts to keep it under control. — David C.

Dear David:

Your issue is a common one among anyone in charge of a profit and loss statement. Let’s be clear about what overhead is. Through the years I have defined it with my clients as “something you pay for on a regular basis whether it is used or not.”

Examples include rent, utilities, payroll, insurance, leases ...

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Do I have the right business partner?

Dear Ken Keller,

I could be expecting too much, but my business partner is not the guy I started the business with.

Maybe he has changed or I have changed, but we don’t seem to be on the same page.

The business has had its ups and downs but overall, we have done pretty well.

But it seems to me he has taken on the mentality of being an employee and is no longer a leader. I seek his input but he offers nothing ...

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Customer Service – Avoiding the Slippery Slope

Dear Ken Keller,

With a few exceptions, the places I do business provide poor customer service. I’ll be the first to admit I am an impatient person, and I get angry at stuff faster than most people, so I do tend to be more critical than others. Let me share some examples:

The other day I went to a new doctor, a referral from my primary care physician. I arrived early and no one even acknowledged my presence for 25 minutes. When ...

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My managers are making my blood boil

Dear Ken Keller,

One of my responsibilities as the owner of a company that wants to expand is to find and bring in the right people who can help me grow it.

It’s a hard task to find people who actually want to work and sometimes it is even more difficult to get them to come here and meet with me. I guess people who are employed are often leery about leaving what they know to go to something they don’t know ...

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