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If your policies and procedures are incomplete, outdated or inconsistent, then you are probably not driving performance improvement you intended. But no matter what your worst procedure headache is, you can eliminate your lapses in usability now and improve to “best practices” standards.

6) How will your customers benefit from this new service? If you don't have a built in market for what you're offering be sure to think about what this new service will do for your existing customers. Will it allow you to serve more people? Fewer people? Will it cost less? Are results going to be better?

7) Ask yourself: Why this and why now? What is driving your decision? Is this right time to implement this new plan? Timing, sometimes, is main difference between success and failure.

8) Give adequate notice. Be sure to give your customers adequate notice of these changes if this addition is going to impact your existing customers (as in you might be less available for a while or your prices might increase). Customers are very resilient when they know what's going on and why.

9) Communicate your enthusiasm. If you are excited about a new offering be sure to share this with everyone you know. Once you've decided to go ahead get as much help and support as you can. As business owner, you have a lot of influence on your customer's view and response to this change.

10) Set some goals and revenue projections for new offering. Create a marketing plan and decide how you will reach your targets. Measure your results. This will assist you in gauging if you're on right track.

Most of all, have fun with this process. One of best parts of owning your own business is that you can make adjustments which make your business better for your customers and yourself.

(c) 2004, Dr. Rachna D. Jain. All rights in all media reserved.