To solve this problem? There needs to be strong leadership at start. Very clear standards required from outside contractors and severe penalties (yes, stop paying them even!) for under achievement. Corporate central contracts agreed there, but implemented and managed locally, leave a lot of space for waste.

And yes, in a small business, don't even think of doing bookkeeping yourself as soon as you can afford not to - do what you do best, value it and get on with creating business you love, not like struggling Sarah in book. But, get someone who you trust and who will deliver. Chris Barrow, of Million Dollar Coaching Practice fame, suggests that very first thing anyone going into a consulting business should do, is get a PA. And that modern day evolution, a VA (virtual assistant) has made this a real, low cost possibility for many.

Moral of story?

If you are going to outsource, especially if your business is big enough, where it's not only fashion, but it can have economic and logistic value, take following steps:-

1. Find best on market, not cheapest.
2. Set standards yourself, and don't take theirs.
3. Be very clear on expectations and outcomes if standards aren't met.
4. Keep in very business-like, however much you like/know/are related to them.
5. Have clear timescales for regular review.
6. Have a named and senior contact in organisation for whom there will be pain if they lose contract.
7. Keep contract length manageable.
8. If things start going wrong tackle them early, before too much money is wasted.
9. If 'Head Office' agrees contract, don't chase your own tail over non-delivery - get someone from there down as soon as there is a problem - you have enough to do.
10. Don't get involved in problems any local operatives might have - refer them back.