Dealer Spotlight: Paul’s Feed & Seed

There is no task too big or too small for Paul Delbridge when it comes to his customers. And when they make a request, his mission is to make sure their needs are met. The owner of Paul’s Feed & Seed in Faith S.D., had such a request last year, and with the help of his Area Sales Manager Guy Rusche, the mission was accomplished.

Delbridge had two customers, Ryan Vig and Bart Carmichael, come to him and ask for him to produce a range cake that included a complete mineral package. The customers were already feeding VitaFerm® Concept•Aid® 5/S but wanted it to be part of their range cake. Delbridge said that many feed companies offer a cake or cube with a partial mineral package, but that is not what his customers wanted. So, he and Rusche went to work.

“I knew the Farmers & Rancher’s Co-op made a cake out of dried distiller’s grain, and that is what they wanted,” Delbridge said. “So, I contacted them to see if they could add the Concept•Aid to it, and they said they could.”

Just 280 miles south of Faith in Alliance, Neb., the Farmers & Rancher’s Co-op makes the range cakes with the ingredients that the customers were looking for. Delbridge said the two customers had good luck with the product last year. One customer is a cow-calf producer and the other was developing coming-yearling bulls. He predicts the product will be even more popular this year when producers in his area start feeding the range cake – typically November through March.

“The way we figured it, this was even more cost-effective feeding in the cake versus as a free-choice mineral. Plus, we know each animal was meeting their daily requirements by eating the cake,” Delbridge said.

Although this was his first “special request,” Delbridge was glad he could find a solution for his customers. He’s always glad to find a way to help the producers in his area achieve their goals.

“Snack & Savings” Get Mineral Message to Farmers

Nebraska ranks second in the nation in total cow-calf production, only behind Texas. However, when late spring and early summer roll around, most farmers and ranchers have just one thing on their minds – planting and irrigating crops. Taylor Ruether, Area Sales Manager for Nebraska, was working with a few of her dealers to come up with an innovative way to get in front of farmers during their busy season, when the “Snack & Savings” approach was created.

“One dealership gave me the idea to do this, because I was wanting to work with him, and he kept saying, ‘It’s farming season, you can’t catch any body right now.’ So, I was trying to come up with a way to get in front of farmers during their busy season,” Ruether said.

Snack & Savings gave Ruether and her dealers the opportunity to get in front of farmers – bringing them either a sack lunch that included a sandwich, chips and a drink, or a mid-afternoon snack of a cold-drink and either a bag of chips or a candy bar. Included with the snack was a product guide and a coupon for any VitaFerm® product.

Ruether made this opportunity available to any of her dealers who wanted to set up appointments to meet with customers and potential customers. She had a couple of dealers who really grasped the concept and spent a couple of days with a cooler of water and sodas and met with farmers to remind them about summer mineral programs.

“We felt like it was a good way to give back to farmers when they are crazy and hectic, and it did get most of them to stop and talk to us, even if it was just to remind them about BioZyme. No one usually turns down a pop and a bag of chips. The beautiful thing about this promotion is, if someone didn’t use the coupon, it didn’t really cost anything,” she said.

The Snack & Savings trips were a good investment in time. Ruether said that dealers did make some Sure Champ® Extreme and VitaFerm® HEAT® sales while talking to the famers. Follow-up appointments have resulted in interest in the VitaFerm® Gain Smart® program.

Ruether will work with her dealers again on similar promotions and marketing efforts, taking the message to the customers. She feels the efforts are worthwhile and she will encourage more dealer involvement. She also learned that chips are the preferred snack over candy bars.

“Anytime you do stuff like this, the more people expect it, and the better response you have. We’ve had some follow-up, and that was worth our time and effort,” she said.

Selling a Program Increases Profit

It’s a great feeling when you find a customer that is loyal to a BioZyme® product. But it can be an even greater feeling for you, your customer and both of your bottom lines, when you can convince that customer to buy into an entire program from BioZyme.

Many customers are satisfied with the results of VitaFerm® Concept•Aid®, which is mineral designed to help increase reproductive performance when fed 60 days pre-calving through 60 days post-breeding. Like all BioZyme products, it contains Amaferm®, a precision prebiotic designed to enhance digestibility by amplifying the nutrient supply within for maximum performance. Amaferm is also research-proven to increase the energy available to the animal resulting in more milk production as well as to the ability to initiate and maintain pregnancy and fertility. But what about the time of year when producers don’t normally feed mineral – most likely those summer months? Then, you can encourage your customers feeding Concept•Aid to feed VitaFerm HEAT®, which will help reduce heat stress in the herd, which also helps maintain pregnancy.

If you have 10 customers with 40 cows each, and you sell them Concept•Aid 5/S for two-thirds of the year, you have the potential to make roughly $14,860 dollars. But where is your profit during the hot summer months? Selling those same 10 customer with 40 head VitaFerm HEAT for 120 days could land you an additional $7,420 of profit. That’s a total of $22,280 profit on 10

customers for the year. And let’s face it, most dealers have more than 10 customers. And that HEAT mineral is going to help the cows maintain pregnancy, which produces more live calves for them to market the following year, making it worth their investment in the program.

Just like there is added value to both you and the producer for investing in a year-round nutrition program for your cows, you and the producer will also find added value when investing in the three-step VitaFerm® Sure Start® weaning program or VitaFerm® Gain Smart® Stocker Program. Yes, it might be easy for a producer to buy Gain Smart or a Vita Charge® Stress Tub to put their calves on when weaned or turned out to grass. But did you know that if a producer uses one of our three-step programs, he or she can further reduce illness and get those calves back on feed and water sooner? This means they are putting on pounds of gain more efficiently and growing faster for the producer. Marketing the program will help your checkbook, but it will also help the producer in saving money on vet bills and helping calves realize gains faster.

The Sure Start weaning program includes a single dose of Vita Charge Drench or Paste upon weaning. The second step includes feeding Sure Start pellets to the calves for 14 to 28 days to help encourage them to come to the bunk and eat. After those first 2-3 weeks, you can begin to increase digestibility and maximize the energy value of your cattle’s feed with either the cow-calf mineral or the Gain Smart mineral.

The Gain Smart Stocker Program has a very similar approach to keeping calves healthy and on feed during this stressful transition period in their lives. Step one includes include giving the calves Vita Charge Drench within 48 hours of receiving to help stimulate the cattle’s immune system while allowing for maximum effectiveness of vaccinations. Step two provides the Vita Charge Stress Tub for 14 to 21 days to promote feed and water intake. The tubs also provide MOS that helps trap bad bacteria limiting their ability to do harm. And the Stress Tubs increase digestibility to maximize the energy value of feed for more gains. The final step in the program is selecting the right Gain Smart mineral for your operation and feeding program to accurately supplement those minerals lacking in the pasture and rectify mineral imbalances. Gain Smart will help maintain calf health and immunity, hoof health and support gain, once again helping the producer meet his or her goals quicker with fewer expenses.

The more times you can sell a program, the more you will help your customers meet their goals, but you will also help yourself meet your financial goals. Remember, it’s nice to sell a product, but it’s even nicer to put more profit into your dealership by selling a program.

How to Upsell and Cross-Sell to Existing Customers

Does it ever feel like you have saturated the market and you’ve got all the customers you’re going to get? Your sales are steady, but you’d really like to see them increase for a couple of months. Your customers seem happy with the products they are using; but do you think there’s something missing that your customers haven’t tried?

Perhaps there is something missing – something in your sales technique. Upselling and cross-selling are two techniques that you can use to help increase sales with the existing customer base you have already established. Although they are similar in nature with a similar outcome, the techniques are slightly different. One web site offers the following definitions: Upselling is the practice of encouraging customers to purchase a comparable higher-end product than the one in question, while cross-selling invites customers to buy related or complementary items.

Vita Charge® should be one of the easiest product lines to cross-sell. This all-species product that supports digestive health and promotes feed and water intake is designed for times of stress and recovery. There is no reason that every customer shouldn’t have some form of Vita Charge, or even multiple forms.

“Regardless of the animal you are caring for, they can have a bad day, and that is exactly what these products are meant for. No matter why you are interacting with a current or potential customer these products will benefit every animal during those times of stress. These products are a perfect addition to a current product sale or used as an introduction to what amazing products we have to offer,” said Trent Gabler, BioZyme Sales Coach.

No matter the species or the production goals, you should never leave a sales call without trying to cross-sell Vita Charge. Are you at a cow-calf operation? They are going to calve out cows, wean calves and likely treat for an occasional sickness. Having a few tubes of Vita Charge Paste is a part of a good management practice for those times of stress. Of course, you know the benefits of having a stress tub out with both cows and calves. And the tubs are also effective for bulls prior to and after breeding season.

What about the smaller species? Yes, the Vita Charge products are equally important for sheep, goats and hogs. Keeping Vita Charge HydraBoost in your pigs’ waterer is important, especially at weaning, and the paste is always handy for rapid relief.

Cross-selling is the simple suggestion of adding on a complementary product to something the buyer is already buying. Perhaps they are buying Vitalize® Equine High Performance Pellets. Obviously, they take great pride in taking good care of their horse’s digestive health. But what about helping that horse recover? Have you suggested they try the Vitalize® Equine Recovery Paste? Maybe they don’t know the paste exists or the benefits of the paste, but once they learn about it, they will be hooked. And don’t forget the canine line of Vitalize supplements. According to Internet statistics, 36-44% of Americans own a dog. Chances are a higher percentage of your customers in rural areas own dogs. How many of them have you told about the Vitalize® Dog supplement or Vitalize Dog Recovery Paste?

Marketing studies have shown that existing customers are 60-70% more likely to buy new products while new customers are only 5-20% likely to buy a new product. And, the existing customer is probably going to spend around 31% more. That is why cross-selling and upselling become so important. One product line that we don’t always focus on that would be a great “upsell” is the Vitalize line. We know that horse lovers will go to great lengths to give the best care to their equine companions. Maybe your customer is feeding Vitalize® Equine Free Choice, but has started showing his or her horse, or has a shortage of high-quality hay this year. Now is a great time to suggest the customer try a different Vitalize product like Equine High Performance or the Equine Protein Pellet.

“Cross selling should be very easy since you already have the customers relationship and business. The hard work is done, don’t be afraid to go after more opportunities,” Gabler said.

Remember, your existing customers already trust you. Don’t forget to upsell and cross-sell to get maximum returns from them and watch their results increase.

September 2018 – Letters from Lisa

Think outside of the box – be innovative!

In strategic planning sessions we’re often told to “think outside the box.” Neuroscientific research indicates that it becomes increasingly difficult to break out of our existing mindsets.

Therefore, thinking outside the box is never easy, nor is it a reflection of mental brightness. To leave your psychological comfort zone and explore “solutions in the unknown world on the outside requires large measures of mental agility, boldness, and creativity and/or an inspirational leader who makes life in the old box so uncomfortable that getting out is the only option.” So where does one start to get out of this box?

Make but Challenge Your Assumptions

Assumptions play a vital part in creative thinking. However, challenging those assumptions means questioning the everyday things you take for granted. “The best assumption to have is that any commonly held belief is wrong,” says Ken Olson, CEO of DEC. The natural thing to do is the thing you have always done. Every time you approach a problem you bring your accumulated experience, knowledge and training to the table. But this includes your accumulated assumptions and biases – conscious and unconscious. The more experienced you are, the more likely you are to assume outcomes by extrapolating from the known facts and experiences to predict a result. This mental baggage can prevent you from accepting innovative ideas. Don’t let that happen or you will be stuck in the box.

Ask Lots of Searching Questions

Don’t take anything for granted. Creativity requires an inquisitive mind. Unless you ask lots of “Why?” and “What If?” questions, you won’t generate the brainstorming a team needs to be innovative. Always try to look at the world through more inquisitive eyes to try and get ideas in motion.

Step Out of Your Shoes

Stepping out of your shoes and into the shoes of others may help you surface new insights to a problem. It seems us humans look at most every box through our own shoes.  Walking in the shoes of others and clearly assessing and understanding their perspective is a key to out of the box thinking.

Innovative, out of the box thinking is not easy but is perhaps one of the more important traits of a high growth, performing company. Force yourself to have the discipline to challenge, ask, listen and walk in different shoes.

Dealer Spotlight: Basore Cattle Company

Basore Brothers Emphasize Educational Importance

Education is a way of life for Travis and Tyson Basore, Basore Cattle Company, Appleton City, Mo. When the brothers became dealers last summer, they both jumped at the opportunity to enroll and complete the BioZyme® Master Dealer Training Program. And for them, becoming students put them on a different side of the desk than what they are used to being on.

Travis is the athletic director, head football coach, teaches weights, and oversees credit recovery and dual-credit courses at Appleton City. Tyson is in his 13th year of education. He teaches high school physical education and weights and is the head varsity boys basketball coach at Adrian. Both their wives are teachers. Their mom also was involved in education.

“As first-time dealers, the Master Dealer Program really helped us gain the most information and knowledge about BioZyme and the products we were going to be selling, outside of Dave (Gallagher),” Travis said. “It was a good investment in our time. I like history anyway, so to get a feel how the company started and from top to bottom I found it very beneficial. We only sell BioZyme products, and if we don’t have even a little information about them, our potential customers might go somewhere else.”

Tyson agrees that the Master Dealer program offered them a vast amount of product knowledge about products they hadn’t used on their own operation. In addition, both brothers appreciate the time and information that their ASM Dave Gallagher shared with them as they got started and continues to share with them. Tyson said he appreciated getting the information that they could pass on to potential customers.

“The training absolutely made our business more marketable. Because we completed the training we were able to share our knowledge about the products,” Tyson said. “We definitely will participate in Master Dealer 2.0 when we can. We are always willing to learn more about the products and do whatever we can to make our business grow.”

Basore Cattle Company used VitaFerm® HEAT® on its own cow-calf operation before becoming a dealer. Now that they’ve become dealers, Travis enjoys the opportunity to meet other producers and continues to learn from their customers.

“We deliver all our products, and I’ve enjoyed seeing different operations and trying to learn from our customers about how they do things. It’s great to meet other people in the cattle industry, make new friends and get new ideas,” Travis said.   

Tyson said since becoming a dealer, the most important lesson he’s learned is to treat customers how he wants to be treated when he’s making business decisions. More than anything, he likes to provide accurate information, but if he doesn’t have a definite answer he lets the customer know that and finds the correct information as soon as he can.

Tyson would suggest than all dealers, especially new dealers get out and talk to as many people as they can and share their experiences with the products. He said that their business has definitely grown by word of mouth.

And both brothers agree that gaining as much information as possible and completing trainings like the Master Dealer Program will benefit dealers – both new and experienced.

“I think that everyone that takes the time to take the training would find it very beneficial. If people take the time to set down and do it, they would gain a lot,” Travis said.

Learning New Technologies Allow You to Reach More Customers

There’s never a better time to learn than right now. You’re probably thinking of the adage, “you can’t teach an old dog new tricks,” but that just isn’t true. And if you want to grow your customer base and reach more potential customers you need to keep educated on new technologies and ways to reach more people.

According to the United States Postal Service, the amount of direct mail marketing pieces has decreased significantly during the past decade. That doesn’t mean that mail isn’t an effective marketing tool; it simply means the technologies to deliver your messages have evolved during the past 10 years, making the methods of the delivery perhaps more efficient and timelier.

Technology is at our fingertips and accessible to us 24/7, making shopping easier than ever – it also means as a business, you need to step up your game because retail just became more competitive. Take my recent experience. The plumber took one look at our water softener – probably one of the first ever installed – and said, “it’s shot.” He quoted me an outlandish price for a new one with installation. Now, between my husband and his uncle, they’ve made quite a few enhancements to this old farmhouse we bought last fall. I looked online on my phone and found water softeners at one-third of the quoted price that the plumber gave me before he even drove out of my driveway. That is just one example of how technology helps with marketing.

Keeping up with technology will give you an edge over your competition. Develop a website or other social media platform that you can easily be traced to next time someone is searching for “livestock supplement” or “horse mineral.” Make sure your contact information is easily accessible and even start using an electronic inventory system so that the potential customer can see what you have in stock. It is a lot more desirable to drive 30 miles to a dealer when you know they have what you need in-stock.

Technology also lets you share real-time experiences and testimonials from other product users. Hearing from peers in the industry is so convincing when deciding to use a product, so whether it is one of our testimonials or your own customer you have recorded a video of and posted, be sure to share those so your customers and potential customers can learn the benefits without feeling like they are getting a “hard sell.”

Another great use for technology is as a customer service tool. Remember, it is at your customers’ fingertips continually. They can text, message, email or even call you with a question or concern and you can respond almost immediately.

Don’t overwhelm yourself with technology. Just because it exists doesn’t mean it is right for you or your business. Discover tools that are easiest for you to use and the ones that work best for the goals you are trying to accomplish. If you want to share the products you have on hand, any store promotions or educational programs or product testimonials, perhaps a web site or Facebook would be more ideal than Instagram or Snapchat.

Set aside time for technology each day. Make learning and using technology part of your daily schedule just like you do billing and inventory control. Once you become comfortable with the technology you are using, it will become second nature.

Don’t stress. Using technology should be fun, and it should make life easier on you. If you get to a roadblock, relax, take a deep breath, and try something different. Reach out for help or “google” a solution to your challenge.

Technology – it is here to stay and make our lives easier. Just like learning anything, there may be a few bumps along the way, but once you’ve mastered your new skills, you’ll be growing your customer base and reaching more potential!

Investing in Staff Development Pays Off

“The only thing worse than training your employees and having them leave is not training them and having them stay.” This profound statement made by Henry Ford is just as true with marketing livestock nutrition products as it was in automobile manufacturing. Investing time and money into your employee’s training is vital to keeping good employees.

To you, training might seem like a no-brainer. You hire some people, train them to stock shelves, be nice to customers and run the cash register. However, there are more steps and layers to employee training that a business owner or manager need to consider. Let’s look at four key reasons to invest in staff development.

1. Reduce Turnover 

According to research, nearly 40-percent of all employees leave their job the first year because they are unhappy or dissatisfied with the training they received. That is some big turnover, and every time a company has employee turnover, dollars and time are lost in the recruiting and hiring process. The same study showed that employee turnover costs U.S. businesses about $11 billion each year.

Not only will your employees be more likely to stay with your company if you offer some type of training or development, many potential employees look at training as an added benefit. Benefits are a big deal, especially to millennials, and if you provide the opportunities to grow, those benefits will help recruit and retain employees.

2. Build Loyalty 

Employees who feel like part of the team or business are going to remain loyal to the company. They know you have invested in them, so that loyalty increases. If you equip the staff with proper product knowledge, they become “experts” and can easily discuss the benefits and differences of particular products. Cross-training employees is essential, especially in smaller businesses where just a few people do every job. Make sure your employees are just as comfortable with finalizing a sale and helping load a truck as they are discussing the differences between VitaFerm® Concept•Aid® and VitaFerm HEAT®. Plus, loyal employees are more engaged and motivated and require less supervision.

3. Promote from Within 

Did you know that it is safer and more cost efficient to promote someone to a managerial position than it is to hire from the outside? The loyal employees that you have already invested in training, and who have invested their time and knowledge into your company typically make better managers because they already understand the business and the products and services offered. There is less training needed when promoting from within, and studies show that promoting from within often saves a company about $20,000 in salary, bonuses, benefits and training costs.

4. Ensure Longevity

A lot of credit should be given to a company that has happy employees that stay with it. The longer a good, well-trained employee stays with a business, the more loyal he or she becomes to the company, and the relationships between that employee and the customers has time to grow and flourish. Employee longevity is another sign of trust between the employer and the employee, and long-time employees often give the employers more freedom. In addition, thinking back to retention, a long-term employee also saves on expenses, as it is shown to cost from $1,500 to $5,000 to recruit and hire a new employee.

Now that you know the value of employee development, what tools are available to train your employees? One resource that BioZyme® offers is the Master Dealer Program. This online training program allows dealers to learn about sales and marketing as well as the various product lines that BioZyme offers through a series of online training modules. The dealers work at their own pace to watch the videos and take short quizzes. Once a participant has completed the training, and met all the requirements, they will receive a jacket, signage for the store and a special emblem on the Dealer Locator, indicating they are indeed a Master Dealer.

Master Dealer 2.0 is just being rolled out this summer. New training videos on different topics will be available to those who have completed the first Master Dealer Training Program. A year after your Master Dealer completion, you will receive notification about the second phase, and be able to complete that to stay more current on new products and marketing trends.

And, if you are looking for other ways to train your employees, get involved with local organizations. Chances are the local cattlemen association will offer BQA training or the Chamber of Commerce might have workshops geared toward marketing and customer service. Training your employees, and yourself, pays off. Make the time and make the investment.

Why is it Important to Learn About your Customers?

Just like the first day of class, when a teacher is getting acquainted with his or her students for the next nine months, it is critical for a business owner to get to know his or her customers. And we mean really know them – not just their names and contact information. The more you know about your customer, the more you will be able to help meet their needs, provide outstanding service and build lasting relationships with loyal customers.

Getting to know your customer is all about the customer service and relationship building process. As you get to know your customers, track the information you learned about them, so you don’t forget it. It is perfectly acceptable to write the information on an index card or create a profile of them in your database, so you have the information readily available when you need it.

Take a look at this list of other important tidbits you should know about your customers to help you grow your business.

Who is your customer? 

As trivial as this might sound, it is important to find out your customers’ gender, age and occupation. This will help you relate and communicate with them. Many names are used for both genders, and you should know if Casey, Stacey, Lee or Britt is a man or woman before you make a cold call and ask for the wrong person. Knowing their age and even their birthdate can be important.

What do they do? 

It is important to know their occupation if they work off the farm or ranch, to understand their perspective. It is also important to know their livestock operation goals. Do they have a 9 to 5 job that might require you to stay open a little later, so they can pick up product? Or is their operation large enough that it merits you delivering product on a regular basis? Knowing what they do and what their operational goals are will help you better customize your services to your customers.

When and why do they buy from you?

Does a particular customer only buy product from you during the breeding season or for show livestock? Or do you have a customer who buys multiple products from you year-round? Knowing their habits and when they buy will help you know when to contact them. Contacting them at the time they want to buy a product or service you offer will greatly increase the likelihood of a sale. And matching a product to something that will directly benefit them will help your sales increase as well.

How does your customer like to buy? 

Is your customer someone who appreciates face-to-face interaction and would enjoy a ranch visit from you when you know they are likely low on product? Or is the customer a millennial who would prefer to hear from you via text or email? Know what kind of communication and sales tactic the customer likes to use best and use it. If it is a text or call, post in your calendar when you need to make that call or send that text to remind them about their next order. If they use a particular product and you are getting ready to run a Facebook promotion on it, but you know they don’t have internet, call them and let them know. You’ll probably make a sale.

What does your customer expect? 

If your customer expects timely delivery, don’t disappoint them. One mishap can lose a loyal customer. If your customer expects you to keep track of their rations for them, comply. Your customers’ expectations of you will range from minimal to over-the-top. But remember, service is what makes the sales and the repeat customers come back because of great service.

What does your customer think of you? 

If your customer likes you, your product and your services, they are likely to be repeat customers that continue to buy more from you over time. But, if they become disgruntled, they can turn away and tell all their neighbors to stop their business with you too. Ask your customers for input. This can be a confidential survey or a basic conversation. You can’t make enhancements if you don’t know what to improve.

What does your customer think of your competitors? 

The best way to stay ahead of your competition is to not follow in their footsteps. Once you have a good rapport with your customers, ask what they prefer about you to another company who offers the same goods and services.  It is always better to learn from others’ mistakes than our own.

Now that you have gotten to know your customer, the sales should become more like a conversation and less of a pitch. Building relationships and knowing your customer is key to your business’ growth and success.

August 2018 – Letters from Lisa

Continually learn

Everyone deserves to be great at what they do. That sentence sums up the need for business owners to be continually seeking information around the keys to high-performance organizations and training/developing their staff needs to support these keys.  In my career, I have found that whenever there is a challenge in a business that seems to be keeping it from being high performing, normal human nature immediately goes to the people in the equation.

At BioZyme® whenever we have a challenge (this of course does not happen often    ), I like to remind our team of how we need to think differently than this to ensure everyone gets to be great at what they do. Systems first, processes next and then people. Not people first.

Based on this approach we must first ask ourselves, do we have the systems in place to provide the information we need to support the processes that people can use to be great? If not, we need to take the time and make the investment in getting them before moving on. Amazing processes and amazing people without systems will not allow people to be great at what we do.

Once we have the systems in place, we need to ensure the processes that utilize these systems exist, have been taught and are being followed. By providing process training, you will enable one employee to pick up where another left off, keeping them all on the same page without having to provide constant help and supervision.

Now that the systems are in place and the processes exist, we can look to people. Remember that people are at fault last, not first. Don’t ever forget this if you believe that all people deserve to be great at what they do.

The importance of employee training to these systems and processes must not be underestimated. Ongoing training can be thought of as the best insurance policy against all sorts of the inevitable changes and the unforeseeable needs that will arise in these systems and processes.

Keeping focused on systems first, processes next and then people is a simple way to grow your company. People who are great at what they do will rocket you to where you want to go!