May 28
How do you handle day to day operations?
2007 at 07.11 pm posted by Veerle
Running your own business brings a lot of responsibilities, with money as the first one that comes to mind. Of course we have a great bookkeeper who handles the law, and all the work towards VAT, taxes etc. But before invoices reach his desk, several steps have been dealt with to get to that stage.
The challenges
I wish it was as simple as just doing some designing and not having to worry about the business aspect. Truth is, that it is one of the most challenging situations you'll ever encounter. Besides being creative, you'll need to follow up projects, talk to freelancers, stay on top of the money flow and handle e-mail. In our case, it is becoming harder and harder to manage the information flow, because of the amount of requests we get. Another challenge lays within managing the information flow from the several people involved. A typical working day exists of different people doing different tasks. For example, me and Geert work on something, and two freelancers are handling a project each. At the end of the day or job, the information about time spent on the job needs to be in a central location so you have a perfect overview on what to invoice and what has been done. Even with fixed pricing projects it is a good idea to time them, because fixed always means a bit of a gamble. By timing the job you check to see if your estimate was about right or not.
How it starts
The whole process starts with mails coming in with requests for quotes. That itself is already a challenge because they are different every time,and believe me, it's easy to loose a lot of time by going back and forth. Some people seem to have trouble to understand the simple concept of explaining what they want. Something like "We want a website like YouTube with similar functionality" or "I would like to get a quote for creating our website from scratch" isn't what I mean. In this scenario you have to mail back and forth to ask what it is they want, how many pages, functionality , budget, timeline and background info. Maybe this is doable if you only receive a few requests, but when it is say like 10-20 a week you're in trouble and some serious action is needed to cut back on the time spent on them. That's why I wrote some guidelines to write a good RFP.
Keepin' count
I'm counting my blessings that I receive so many, don't get me wrong, but it's hard to keep count and it becomes easy to make mistakes. It would be much easier if each project had the same price but in reality prices differ from project to project. You also have to see these request between all other e-mail that is coming from clients, readers that ask for help or advice etc. So the first thing we do is to separate the e-mail by using 'rules' in Mail, and direct them to different folders. There is nothing more frustrating then a full inbox. I already made the mistake by confusing two potential clients with the same first name due to the volume and mailed out the wrong information. So it becomes essential to have a storage place that provides an easy overview of what was e-mailed to who.
What Do you use to keep your business going?
We would preferably keep the number of applications down to a minimum. The perfect solution would be something that is capable of keeping track of estimates, conversations, timelines, invoicing etc. It has to look like a real Mac application with the level of quality like let's say CSSEdit. I have been trying a few applications so far to find the perfect match. So now I am wondering how you are dealing with the day to day operations of owning a business. Would be great if you could describe what you are using and why.
I am planning about doing some in-depth writing on how we work and the applications that I have been using/testing.
57served
1
Interesting… too bad I don’t run a company =)
However I’ve worked with my father for one year and I understand the pressure you are put into expecially when you work alone (like my father does now)..
I see also my boss as he tries to produce what he’s asked to while receiving 2000 phone calls 2983 meetings and occasionally finding that a server is not working anymore for some reason he’s going to have to find immediately..
it’s just a mess =)
2
I’m working too of my new office site and your article help me to see were my reflection have to go!
Thank’s indeed, thank’s for being there.
3
In my company we are using open-source CRM web application where whole company has an access. We store there all contacts, information, phone numbers, e-mails, logins, passwords - everything. This is good because no one is asking no one “What’s the phone number of this/that client?”. Of course - some of employees has less privileges so they doesn’t see everything around CRM.
The next good thing is that this CRM allows to store whole process of our work - from cold call (e-mail) until end of project and sending an invoice (also via CRM). But the great thing is that it shows us which clients had payed, how many they payed us, who is best client, who is the best employee, who’s the fastest employee etc etc etc.
Switching into this CRM-style of work rapidly increased our productivity. ;)
4
What about Basecamp and Highrise from 37signals. I think they combined are a perfect fit, highrise for keeping contact with your customers and basecamp for the timing at the end of the day.
We use basecamp pretty intensively and both we and our clients have had a great experience so far (6+ months of use)
5
You might want to have a look at IBIZ as it has everything you require all packed up in one handy little package. We purchased a license and run the server model. While it still has a few minor bugs it really has got us all on the same page in regards to time tracking. The great thing about it is that you can create template events and drop them in depending on what type of project it is.
6
Great idea for a run of articles!! I’d tell you how *I* run my day-to-day operations, but at the present time it consists of browsing the web looking for clients, or looking for information on how to *get* clients. Can’t wait to see more about how you run your business =)
7
Two things that have really helped me in my freelance work are Freshbooks and Highrise.
Freshbooks takes care of time-tracking and invoicing currently, and they’re rolling out estimates in a few weeks. It also supports multiple users, which is a primary advantage over desktop-based applications.
Highrise helps with the communication aspect, at least for me. Now I keep notes on anyone who contacts me, and keep track of my follow ups. I also use their Task tracking as my TO DO list.
8
I am not exactly sure if this is what you are in fact writing about, but I quite like On The Job to handle times and expenses. It might not do everything, but it definitely works like a real mac application… (very simple)
9
Have you tried the 37signals apps like Basecamp and Highrise? I can’t vouch for them, but they might be along the lines of what you’re looking for
10
I’m using On The Job for timetracking. Really nice piece of software. At this moment I’m using iCal for to-do lists. But this is not working out very well for me. I’ve also tried using OmniOutliner. Works fine for managing ideas. But not for to-do items.
The new Mail in Mac OS X Leopard will probably be better for me. Just select a snippet of text and make it a to-do item… Should work.
If you have a bigger budget, you might take a look at FileMaker Creative Pro. This looks like a good solution for bigger teams.
11
The most helpful apps for me at the moment are the following:
* For “Getting Things Done” : Actiontastic
* For money/contact/project handling I’m starting to try out Jumsoft’s Home Business Trio
* For billing clients, I am trying my hand at Billings
I’ll be curious to see what others say.
12
I use IGG Software’s iBiz, it’s not perfect, but I needed something in a hurry. It has the very basics of a time-calculating and invoicing program, but unfortunately has bugs and is a little counter-intuitive in places. Makes me wish someone *cough* panic *cough* would take it over and fix it all up nicely ;o)
13
Some interesting points!
I have not had much to think about in this area but it’s always great to plan ahead for the future. At the moment I can easily handle everything that is being thrown at me but when things pick up, I’m not too sure how I’ll handle things.
Dave
14
I can’t decide if it’s better to have more business opportunities or less. Currently I have less, and it keeps the stress down, but it also keeps the chequing account down.
I recently went freelance and I’ve often thought that tag-teaming up with a development house, like you describe, would be ideal. However, I’ve never really thought about what it would be like trying to keep tabs on all the freelancers and all the projects. I would imagine I would need coffee and Advil on hand at all times.
I currently use a pretty primitive method of Outlook reminders and separate desktop folders to keep track of projects, but there’s no way that would hold up with your work-flow.
I’m going to ask around to some other freelancers and developers to see what they use.
15
Have you thought about using something like HelpSpot to track, organize, prioritize, time track, requests from clients/possible clients, and more.
Help ticket systems are not always just for problem/answer type setups, but rather can be used to keep all types of requests organized. This of course will not do billing/invoicing, but it is designed for time tracking, and it can do reminders if a client request has not been followed up on in a certain amount of time as well. That along with assigning requests to certain staff, prioritizing requests, and finishing requests by closing them could all possibly be a big help.
A lot depends on your work flow, but this is one way of really keeping track of information flowing back and forth between you and clients, and even private notes for yourself or other staff to see in regards to a certain request/project. Likewise easy to see all the requests from a given client, and the time involved using the reporting system across all of their requests (including adding notes, tracking time while you are talking with clients on the phone :)
Something to think about, as not always a tool people think of to do this type of work flow tracking.
16
Hi Veerle. In reference to the time tracking like you mentioned, the agency I work for uses something called TimeFox which seems to keep track of each employee’s time with accuracy (granted we all use it correctly) but like anything else, it is not a catch all. Do you use anything specific? It seems to help us keep things in order.
In reference to the Mail rules like you mentioned, they are a LIFE SAVER for me. I’ve got approximately 30 of them in my sidebar for each individual major client I deal with and they divide things up neatly. It’s kind of a struggle for me as I’ve had to forward a former coworker’s emails to me because he went off to start his own business (I’ll make sure to forward your article to him).
17
Hi Veerle,
I can tell you a little bit about what I use to keep things in check. Of course the number one thing will always be ample time, but there are a few applications I use to help keep everything in one place.
The start is always some form of communication. I separate my emails to have requests and business emails go into completely different inboxes and they start with separate accounts too. Then all my email is shot straight to Gmail and separated into folders for the type it is. This keeps requests in requests and business emails in their rightful place. But I’m not wasting time logining into multiple email accounts.
After that, I still haven’t found the All-in-One application that would sort throught the information, but currently I’m using Microsoft’s Accounting 2007 that comes pretty close. It’s free and is great at organizing your customers into their own little virtual folder. Once you plug in all the needed customer info you can send invoices, statements, quotes or emails directly from the program. And it saves all of this within the customer profile for easy access later or just record keeping.
Aside from all the accounting features,and there are tons of great ones, I love it for keeping track of each customer too. All the info is in one easy to use place and I can direct all business requirements right from there. And speaking of accounting, you can make payments, recieve payments, organize your bank account, send all books to an accountant, and pull up reports at a click of the mouse.
It is the closest thing to an All-in-One business aide that I’ve found and after the time to plug in customer info, everything is a snap.
18
This is indeed a difficult position. We’ve hobbled along with some stuff we’ve created in Excel & we’ve used Entourage for the most basic management of projects (and I do mean *basic*), but we haven’t been satisfied with the result. With out setup I’ve found that there’s almost as much management of the process as there is of the client. Our system is great when you want/need to look back & mine data from your work, but it’s not really suited for managing the work at the time.
19
Man, if you find a good program like that let me know..My company’s in the exact same boat!
20
It seems to me that there is a real opportunity for a Mac developer to create a fantastic financial application for freelancers.
I have never found an application that works well for me. I’ve tried several and have found none to be just right, or anywhere close, for my needs. I am back to using excel to track my finances, basecamp is pretty great for just project management, and I’m still looking for a good invoicing app, I’m planning on trying Billings next.
I agree, an all-in-one application would be so so wonderful. I’d even settle for a financial app that integrated with basecamp.
21
Well i have build up a process, in which instead of mailing the clients about question i just send them a default questioner to fill, this helps me separate, genuine potential clients from just quote clients in a much easy way and also organized the information into documents, apart from that we have build an in-house project management system specifically for our nature of business (thats the best thing to do ) as those available in market are either build for large corporations or they have too much functionality out of which 90% is what we don’t require at all.
22
I’ve been used Billings2 from MarketCircle. Bit sceptical at first, but it seems to be working well. It lets you create invoices by importing .ai/.eps files.
23
Well I think you need a of type of contact manager so that you can keep track of clients and projects. You can look at some web based solutions such as Highrise from 37signals. From september on there will also be CADMIO a web based, project manager, online collaboration and contact manager (a very very light and easy-to-use CRM).
If you want you could email me some features so that i could make it better and better.
Bogdan Gaza - CADMIO Development Team
24
I’m facing a similar problem! Especially after the Expression Engine redesign I’m getting a lot more RFPs.
I’m currently using Basecamp which is not bad and includes timetracking. It is an online app so you can use it with freelancers to share files and track time.
I’m considering throwing something together that is closer to my requirements with Ruby on Rails. Finding the time though is a problem!
25
Basecamp and Highrise might not do the trick but you’re in luck according to this article on 37signals by Time.
Seems like Jason’s in the same boat as you. :)
26
Studiometry from Oranged.net is pretty nice. It is RealBasic so you hear plenty of horror stories about and the company has a very bad reputation when it comes to support but, somehow, we never had any issue in that area (all tickets were replied to accurately). Also, the data is stored in one giant XML file so even in the event of a terrible issue, it should not be impossible to get out.
Really, Studiometry is not perfect but it is the only application that feels like it has been designed by a Studio owner.
27
Thanks Veerle I am always looking for posts on the business aspect of designing it’s the one part that seems least consider when designers go into business for themselves. We have been using 37 signals Basecamp to manage projects once they are in the loop, and have found it a great toll and many of our clients have loved it too. I just wrote a review of Basecamp for our blog. We have just started to play around with Highrise and the early results look encouraging.
28
iBiz : It is just on of those application that’s make you feel at home instantly.
Timetracking - invoices base on your work
it also commes with iBank, so if you link them, you can keep track of open invoices, your bank status etc ...
iBiz
29
Hello Veerle and friends.
I was on a trip a while back and was reading through MacAddict (back then) and came across an ad for a system called Streamline. It does just that. I’ve been using it for the past few months and it is sweet! You set up your clients, pricing structure and other critcial details, then you can quote, do tender/ordering, Job tracking and then Job invoicing. Then the invoices and such go to the bookkeeper. Done.
It was developed by Particle Systems, who based the software of their own design studio until they perfected
Hope it’s what you’re looking for. I’m curious if you try it out.
30
Hi Veerle,
As a business owner and production manager, I’ve spent quite a while looking for a ‘one-stop’ system.
The best I’ve found is Copper, which offers full project management, client management/CRM, timesheeting, reports, and file management.
It comes hosted or downloadable, it’s relatively cheap, comes in 3 flavours, and can be modded/supported to extend it to match exact business needs.
I should be on a reseller account…
31
I just read about Cashboard over at Solution Watch and reminded me of this post.
Could be helpful..?
32
Maybe this webapp is a bit too lightweight for your needs, but I’m sure some readers who are also reading the comments, might find it very interesting: Less Accounting.
It makes accounting (not exactly what Veerle is looking for, fo course.) much more easy. Keeping track of your projects is also much more fun in it’s clean web app environment.
Upside: you can access it from your laptop, “anywhere in the world” (not much of an issue if you have a VPN to the office, of course).
Downside: what if your internet connection fails, what if the site goes offline, what if the site is hacked… =).
But for small B.A. or freelance A., I wouldn’t know one free app that is faster, more functional, or more complete.
33
Hi Veerle,
You didn’t mention what you’re currently using other than Mail, so I’ll throw my vote in for iBiz, issues included, but it is a step in the right direction. It’s time tracking isn’t as good as On-the-Job (I own both), but the project/invoice management is good, and it does have the ability to track files you work on so auto-timers can be used there. The Address Book integration is actually really good, but only if you assign one contact per company. It’s not a full-blown CRM, but I also don’t know that you’re looking for one. It also doesn’t come with iBank as previously mentioned. It’s invoice templating isn’t as robust as being able to import .ai/.eps files, but you can work with HTML.
I don’t think you’re after a web-based app since you do travel, but then again, maybe you are. I would also look at iGTD over Actiontastic (mentioned), and look into some of the free Mail plugins to help it work better (if you haven’t already).
Funny you should mention CSSEdit. Everytime I start talking about software among peers, I think about and refer to that app A LOT! What a fantastic piece of work. Kicking myself for not having bought it sooner.
34
I think you should:
* Outsourcing
* Offshore
35
As the manager of a web design agency I am constantly thinking of ways to improve my business. One of the ways I keep track of things is to break things down into functional roles. A web design agency should have at the minimum a web designer, web developer, graphic designer, and business manager. If you have the time to play all these roles that’s fine. However if you are too busy, play one of the roles, and farm out the rest. You can’t be an expert in all areas of the business. There are a ton of freelancers out there all willing to work for a reasonable price. Use the web to develop contacts in various areas of expertise. If you plan things this way, you won’t have the nightmare of a client having to wait more than a week until you are freed up. Anyways, that’s my two cents.
36
Hey Veerle,
I think you really enjoy my company’s new web app, Cashboard.
I designed it to run a web consultancy and it’s helped tremendously with creating quotes and tracking performance against them.
We just pushed an update last night that allows you to save and send PDF files for estimates and invoices.
Give it a spin, I’d love to hear your comments on it.
37
I tend to notice that almost all of you are using Mac applications, however not everyone uses a Mac :( Like me ;).
Any proposals for Windows environment please? Thanks!
38
I’ve always said that we designers unfortunately spend so much time doing the business of work that we can’t ever get to the work of the business. It’s nice, although disheartening at the same time, to know that everyone goes through this at some point. We use QuickBooks Pro for our billing software, and the clock on the wall for our time tracking.
39
Hi Veerle,
I’m a one-woman web design business (I outsource graphic design, copywriting, etc) and though I’m not completely swamped with RFPs there are times when I feel the pressure of keeping up with each client, but I’ve developed a simple system that works.
One thing I do to kickstart the process, particularly with small business who don’t really know what they want, is send them a PDF questionnaire which prompts them for their requirements. It helps me get a better idea of what they want and know where to go from there and also helps them express what they want and also gives them ideas. I know it’s an obvious, primitive idea but it works for me - and it also helps weed out the queries that are non-genuine. Most times creating a quote and proposal document from there is 15-20 minutes’ work because I’ve know how long different tasks take me (though I know this is harder for graphic designers).
As to managing things after that… Well, again, though I have a technical background I take quite a primitive approach. I used Thunderbird for email and well, I rarely organise my mails. I simply add tasks to paper TODO lists. I have Word templates for all the different documents I need - e.g. Quote, Invoice, Proposal (and I convert them to PDF when sending to a client). I have directory templates and use them to create a new directory for each client. These get transferred to an external drive when the project is completed. I have a whiteboard which I update with project status and also the status of invoices (e.g. TODO, owing, and overdue) and also a physical folder with different sections for owing and paid invoices, receipts, etc.
For finances I have a simple spreadsheet that has worksheets for each quarter, and sections for income and payments which calculate GST / VAT. For time tracking I have a simple spreadsheet template which I print out and fill in by hand, marking invoice numbers against billed hours… Again very primitive but it works - I don’t lose track of who I owe invoices, and there is always a way to double check and make sure things balance.
Having said all of that, I’m going to give OnTheJob and Freshbooks a whirl ;)
40
Basecamp is just one of the 37 Signals wonders. Something perhaps even more beneficial that has improved the shop I work at is their book Getting Real, which is free if you read it online (I’m not affiliated with them in any way, honest).
Truly inspirational.
41
doesn’t anybody out there in the world care anymore that you’re putting all your client information on a central server that somebody else owns? do you think that your clients would like that if they knew it? yeah, they don’t know so i guess it doesn’t matter right?
web 2.0 is being marketed to a bunch of suckers. if the data isn’t on your own computer (not online) you should be ashamed..
yeah money rules doesn’t it. that’s what life is all about. making money and selling websites. quicker, faster, cheaper.
42
Yes, because we all know that nobody could ever gain access or compromise client data when stored on your office PC/network, in this day and age… <rolls eyes>
Note: So “apalled” (maybe you meant appalled?). I assume you know where your data has been/is now? No matter how large or small of a company you have used in the past for ANY type of work?
43
Will you let us know what program you like most of all mentioned Veerle?
44
hi Veerle, first comment, but been blurking for a while.
I saw a recommendation for Sidejobtrack and I’ve started using it. so far its been good, but of course I don’t get requests as often.
I found it simple, clean and pretty effective. hope it helps!
45
Veerle,
One thing I’ve tried on my own is Side Job Track. It doesn’t do everything and is very basic, but I’ve used it a little bit to test it out, and its free.
A previous poster does have a point though- it does make me uneasy to put my client/financial info on someone else’s server and not my own computer. Is there any software like basecamp you could install on your own computer?
46
What you all seem to forget is that Veerle lives in Belgium and we suffer from the weirdest statelaws.
For instance—at an invoice, the customers VAT number has to be on it. I tried every single solution posted on this page and none of them offers this silly thing. I checked it with the iBiz folk two years ago—still nothing. Blinksale has promised to implement it last year. Still nothing.
It seems quite impossible for Belgians to find an easy solution. Just like Veerle waiting for something to cover our little market.
47
It’s not a matter of anyone being a “sucker”.
It’s the equivalent of purchasing software that is constantly updated and backed up. If you can find an out-of-box software that does what a lot of these new age companies can offer, by all means, post it up. The amount of flexibility that some of these services offer is immeasurable.
A lot of the products that people are mentioning deal with time tracking alone and nothing more. Nothing that is security-sensitive.
How many people are web designers for the fun alone? Yeah, it’s a blast being able to do something you love day in, day out. I don’t know about you though but when I’m writing code or CSS, money is also a priority in my mind.
It’s not about quicker, faster and cheaper. It’s about quality in a more timely fashion in order to make a profit; streamlining your workflow to become more productive and harnessing that which hinders your current system. It’s just a matter of finding the tools to do the job. Job tracking services are cheap, user-friendly and from my experience, secure. Our system doesn’t even have anything in reference to the billing itself. We do all of that in house.
48
appalled said:
So I’m guessing you’re also keeping all of your savings at home, never use your visa or bank card? Cause that’s exactly the same, you know: all of your personal finance info stored on someone else’s networked computer.
49
I live in Sydney, and here in Australia we need to put our ABN numbers on all of our invoices and stationary too. Streamline does that. You just customise it to say VAT instead of ABN.
Like I said, it’s sweet! :)
50
I’ve cobbled together my own CRM using ExpressionEngine which has been a big help so far, although it’s obviously a little time-intensive to set up. For billing I use the excellent Blinksale.
51
I have been reading all the posts as they come in and the one thing that hasn’t been mentioned is a good old fashion human employee. Maybe, the time has come for your company to add an employee or to focus one individual on CRM and delegating other tasks. Granted technology can streamline work flow and make organizing your information more efficient but there comes a point when technology solutions aren’t sufficient.
52
If your own computer includes a web server, then yes.
53
That’s either a typo ‘owing a business’, or a pretty good description of what it’s like running your own shop. You do ‘owe’ your business!
Anyway, I use a combination of VooDooPad and Excel.
I use VooDooPad to organize most information related to projects and clients, and then I link in a few Excel spreadsheets for tasks, time tracking, billing.
But, I’m a one man shop. My solution wouldn’t work well for a multi-person studio. I do collaborate with other firms on projects, and I use Entourage for email and just organize my email by client. I also archive emails that are project-related in VooDooPad. This also allows me to put in notes from phone calls, meetings, etc. Basically all client communication gets dated and dropped into the client’s area in VooDooPad.
I am getting to the point where I probably need a more seamless system, and I looked at most of the solutions offered here. Copper looks pretty darn good. If you’re going to move to an app for stuff like this, I think you might as well move to a single app that does everything you need.
54
Kristof / Peter
I use CashBoard as well, and just place my VAT in their invoice notes field. Works great.
55
Thanks for all the great recommendations so far, many applications or solutions that I didn’t know of. Going to do some more comparing between everything and eventually you’ll read what I have decided to use. Thanks again, it’s great to have such a cool community here :)
56
I’m trying TimeNet right now.. Maybe you should have a look at it?! Looks great so far!
57
Does anyone want to discuss pricing of projects?
Thank goodness, I haven’t been inundated with too many web projects so as to have to manage them all at once, or have to keep track of extensive client information with an accounting or business system, but it certainly is helpful to read about what other people are using. What I find difficult is judging how to price a website, and how to explain to clients why this or that took up so much time, or costs that amount, etc. when they don’t understand a whole lot about web design and what goes into it. Maybe that’s another topic for another day…