LESSONS FROM THE TRENCHES – OUR BUSINESS INSIGHTS FOR 2024

It’s that time of the year where everyone is scrambling to finish off a few last bits and pieces before taking some well deserved time off. I am no fan of longwinded year-end speeches, syrupy festive season letters or bought-in-bulk Christmas cards, so I will be brief in this final blog post for 2024.

 Besides being busy navigating the end-of-year madness, I also took the time to review and reflect on what exactly it took during 2024 to maintain a successful business enterprise. How did they remain competitive and profitable during this challenging year?

 To be clear, I am not bragging with my contributions as a professional accountant (although I would like to believe I was able to at least some value of course), but what I am aiming for in this article is to define what I believe made all the difference in helping those marvelous business owners and executives successfully sail the stormy seas of our current global economic ocean.

 So, without any further ado, let me give you my run-down on the top 5 most important lessons I learnt and noticed this past year:


1. You can’t win it, if you’re not in it!

A business, like any serious endeavor or project, requires your full attention and effort. You are either committed to your business, or you’re not. It’s really that simple. Why? Because when things start to go wrong, like they tend to do, you need to be willing and prepared to throw yourself completely into making it work, and this demands a committed focus.

 Practically everyone of the businesses where owners and or directors were kind of in the business, but kind of not exactly, failed. The wise words of Ron Swanson comes to mind here…Do it, or don’t, but, don’t come with half measure as it simply won’t do when things get rough. The same goes for your fellow board members or shareholders. 

Be serious about the business enterprise, or get out.


2. Like the seasons, businesses run in cycles

There will be times when things boom in your business, and there will be times that things slow down. Those business owners that keep a close eye on the micro and macro changes in their industry and sector are always better prepared to adapt and make the changes needed. 

 During Covid, for example, the enterprises that managed to adapt to the online work environment managed to survive and keep their doors open. Yes, they did lose some revenue but their skill in re-structuring their teams and business processes kept them afloat long enough that they could survive well into a new cycle. 

Learn how to read the seasons and cycles in your business.


3. It’s now or never!

Timing is everything, I am reminded of that breathtaking scene in Braveheart where William Wallace goes into battle with the cavalry of the enemy. There is a sense of truth in knowing when to hold and when to act. But, once it is clear that action is needed - then take it, and take it quick! 

 When a specific action is needed don’t waste time. This might include removing someone from office, changing suppliers, ending an agreement etc. Those enterprises I see in action are most successful when they don’t avoid making tough decisions or taking quick action. 

Review the facts, list your options, make a decision and take action. 


4. Clothes don’t maketh the man

Don’t ever confuse luxury and flash with being effective and on top of things. I have bear witness to expensive corporate gigs being whipped in line by small and mediocre business operations purely because the smaller guys focused on the right things and ran a tight ship.

 There’s the old joke about two lawyers going to court. Who wins the case? The lawyer with the best paper trail. This is as close to truth as dammit is to a swear word. Run a tight admin ship - always. Make sure you keep those important emails, follow-up in writing, check every clause in your soon to be signed agreement, if you make changes to any commercial terms get it in writing and make sure all the key parties signed and authorised it. 

Focus on being better, not just looking your best. Small and effective beats flashy and incompetent every time.


5. Pick your corner carefully

Please, pretty please, your high-school buddy was your best friend in school, and although your mom makes a mean Biryani, you need professional advice when making important business decisions. While we all want our closest friends and family to give us their view on things, there are times you need to bring in professional people to give you the lay of the land.

 Pick your corner carefully. Don’t try to save yourself a buck or two by talking to Uncle Vinny who once had a panelbeating business (no swipe intended to anyone owning or running a panelbeating business, just to be clear). Speak to people who possess the required qualifications, work within the professional frameworks and are members of the industry regulatory bodies. Professionals such as accountants, lawyers, dr’s, engineers etc are required by law to undergo continuous professional development (CPD) programs presented by their professional bodies.

Speak to competent and qualified professionals. Always.


Closing Remarks

As I wrap up this post, and soon my office, please grant me the opportunity, from all of us here at Certified Master Accountants (Cape Town), to wish you and your teams a fun-filled Festive Season and a most prosperous 2025.

 We look forward to continuing to be of service to you and your tenacious business enterprises. Thank you most kindly for all the support we received from you this past year and for the privilege to work with you. 

 See you all in the New Year, and please, take a break!

CONTACT US

Please contact us for an obligation free consultation. Our team works remotely and we are available for on-line or local in person meetings.
082 561 7024
Mon to Fri 7am to 4pm
myrtleo@mbasa.org

THE PRICE OF INTEGRITY: ON THE MARCH TOWARDS ETHICAL BUSINESS PRACTICES

I remember visiting an aunt when I was about 8 or 9 years old. In her living room she had this strange painting on the wall. It depicted, among other things, a few drunkards hanging onto scarcely dressed women, men with round bellies and bags filled with money, but it also contained scenes of serenity and happiness painted next to gentle streams and friendly animals and birds.

  Noticing my perplexed fascination, my aunt told me it was called De breede en de smalle weg (roughly translated to The Narrow and the Broad Way), and it was a painted depiction of the two paths or choices we can take in our lives. I understood, based on the imagery, what she meant was basically the choice between good and evil.

  It was as disturbing as it was profound and I have often thought about that picture in my lifetime. I am grateful that she never minced her words with me. The implications of these two simple choices, even at that young age, stuck by me. Don’t you just miss the days we could have such penetrating conversations with kids.

  This year I have seen a definite shift take place within the financial services sector. There has been a renewed effort to hold trading entities, business and organizations accountable for their financial decisions and the management of all the related activities.

  But what caused this change? In this article I will briefly look at what I consider to be a few important events and how I think they have, and will continue to, shape our commercial and economic landscape in the next few foreseeable years.


WITH GREAT POWER, COMES GREAT RESPONSIBILITY


I know this phrase was made famous by Ben, Peter Parker’s (or rather Spiderman from the Marvel Comics franchise’s) uncle. But it’s also true that it’s Sunday afternoon and I have just completed the formal assessment of yet another company instituted course on ethics. 

  If I recall correctly this has been the 3rd course on ethics alone we’ve had to do this year. A sure indicator that, as a company operating with the auditing and financial accounting vertical, we have committed ourselves to meeting the stringent standard of Continuous Professional Development (CPD) hours and following our industry guidelines.

  But I believe calling on businesses to behave in a morally acceptable and ethical way starts with us, the main players in the financial reporting business, to ensure our actions are as faultless as they could be and that we hold ourselves accountable to an even higher standard.


STATE CAPTURE, THE ZONDO COMMISSION OF INQUIRY, AND A BREAK IN TRUST


This behemoth of an inquiry, executed by then Deputy Chief Justice Raymond Zondo (Chief Justice from 1 April 2022 until his retirement on 31 August 2024). Besides costing the tax payer an eye watering R1-billion (approximate cost), it signaled a serious break in trust between citizen and government, between law abiding taxpayers and the failure by prosecuting authorities to deliver on their mandates.

  These events seriously harmed and dented South Africa’s global standing as a nation of hope and the question everyone asked was where were our checks and balances? How did our government allow such an event to happen in the first place? Why did no one spot this in time?

  The world started to shift under our feet, as we and our global partners listened in horror to the unfolding proceedings and testimonies of what was to become known as state capture. It was evident that a key shift was taking place and that this report will be one of the main catalysts in the required cleaning house that will be needed to win back the favor of the international community. Very few of the perpetrators implicated in the report have, as of yet, been charged and prosecuted.


SARS AND THE RESPONSIBILITY TO COLLECT TAXES


In the aftermath of the Covid-19 pandemic many governments came under pressure, to re-establish supply lines, source critical base materials, chemicals and equipment, and to kickstart their economies. 

  The South African government was no exception and a renewed effort was made to recover as much of the capital spent during the pandemic as possible. The world economy was heading for a recession and in many cases smaller economies even went into depressionary freefall.

  Again the South African government was hard pushed to find the much needed capital to fund the current government structure, to stimulate the economy and to continue to provide much needed grants and stipends to assist businesses to find their feet.

  As a result of slowed economic growth, we are currently experiencing a tax shortfall and SARS have reported a number of missed revenue targets. I shared an important article a few weeks ago about the current SARS Commissioner's current efforts to collect much needed tax revenues.


THE 2024 ELECTIONS AND THE ESTABLISHMENT OF COALITION POLITICS


The ruling party found themselves floundering at the voting booth in this year's election and as a consequence lost their majority vote for the first time since 1994. It turns out that South Africans believe they deserve more and the voting result clearly indicates that the faux pas of the ruling party has not gone unnoticed. The message from voters was clear that whomever wants to govern needs to show their loyalty and commitment to making the country a better place for all.

  For the first time South Africa now enters the unexplored world of coalition politics. Many believe this signals a turning point and that responsible governing, by means of the Government of National Unity (GNU) is now set to return. There is still a lot of back and forth and undeniably, there is a lot of work to be done to correct and change the damage which has been caused to our delicate democracy, but it remains one of the more positive developments in the recent political landscape.

  These changes will hopefully start re-creating the kind of environment that can lead to renewed investing, re-establishing trust in South Africa as a stable economy, and hopefully, create a landscape that will allow room for economic recovery and growth. All eyes are fixed on the GNU indeed.


PROFESSIONAL FINANCIAL BODIES AND OTHER INSTITUTIONS


Lastly, the cascade of events mentioned above have gained a lot of momentum and have resulted in a turbulent combination of dissatisfaction being raised by civil society, NGO’s, formal bodies representing business interest and other professional institutions to ensure they begin with the important task of cleaning house.

  This has translated into renewed efforts by the various role-players and stakeholders mentioned above, to subject their respective members to a number of ethical training courses, reviewing and tightening down on all types of checks and balances and expecting more from their respective leadership portfolios and plans. 

  There has also been a significant rise into the introduction and enforcement of various new and existing compliance measures in among other the insurance, investment, banking and other financial services sectors. This will continue to be the case to ensure these institutions can once again become entities that the citizenry and international investors can trust.


CLOSING


Long gone are the days that South Africa was a small and insignificant economy; we have become an important regional voice and we play a significant role within the BRICS portfolio. We can no longer act as if we are new to the global economy game; our actions (or lack thereof) have consequences.

  It takes many years of hard work to become a credible trading nation and to become known as hardworking and honest people, and it only takes a few political missteps to throw all of that away. We simply must be seen to act with unity, integrity, and that we, as South Africans, and our institutions and organizations can be trusted.

  The goal and intention should be clear for all to see - we need to be better and get back to the essential elements of good management and leadership. We cannot participate in a global economy without having our checks and balances in place, and it starts with all of us as individuals. 

  In simple business terms this means making sure you have sound budgeting practices in place, you perform accurate accounting, you make above board decisions and that your actions and that of your board is always transparent, open and honest. If not, I suspect you are going to run into trouble sooner or later.

  Take the time needed to deeply think about the ethics, integrity and good moral values of your business, your brand promise, your services, your products and your employees and what it is you wish to stand for. We are all part of this country and we all share the responsibility to act in accordance with sound values and moral principles.

  Re-establishing ourselves as a country on the global trading map, is not only the task and duty of our government, we are all jointly accountable for the type of the nation we wish to be known for. 

  Let’s act, in everything we do, with this in mind.

BUDGETING 101 – BECAUSE THUMBSUCK IS NOT A STRATEGY

A sound indicator of the time of year is the number of cups of my morning brew I need to wake up. Lately I find it’s only after chugging down my second cup, that my body starts to accept that we’re officially up.

Besides yearning for a break (and for winter to be over, yes I am a Capetonian), I also find more of my clients requesting financial summaries and updates on their financial performance thus far. Many of them are already hard at work on their 2025/26 operating budgets.

When reviewing a client's financial performance, it’s always easy to spot those that budget well, as they do considerably better than those that don’t. I believe businesses that budget, hold their managers accountable for their decisions relating to expenses and revenue.

BUT WHY DO WE BUDGET?


One of the best explanations I recall, goes back to a joke about a passenger traveling on holiday on a budget airline.
“Would you like dinner?” the cabin crew asked.
“What are my choices?” the passenger asks.
“Yes or no.”

We budget because it gives us a clear indication of how we need to conduct our business. It provides much needed guidance to employees as to how the shareholders would like the business to be managed and operated.

A budget is defined as an official plan, expressed in monetary terms, of what the business will make happen in the future.

TYPES OF BUDGETS


I simply list these as an academic exercise, especially if you might be responsible for a department budget and you have never done one before.

There are basically four approaches or types of budgets:

1. Incremental budgeting - A traditional budgeting method where the previous period's budget is used as a base, and incremental adjustments (either up or down) are made for the new period based on expected changes, without reassessing all expenses.

2. Zero-based budgeting - A method where each new budget starts from zero, and all expenses must be justified for each period. Rather than adjusting from the previous budget, each activity is evaluated, and funding is allocated based on necessity and efficiency.

3. Mixed budgeting - A hybrid approach that combines elements of both incremental and zero-based budgeting. It allows for incremental changes in stable areas of the budget while using a zero-based approach for specific, high-priority areas or new initiatives.

4. Flexed or Layered budgeting - A budgeting approach that adjusts based on actual performance or activity levels. Flexed budgets are recalculated based on changes in revenue, production, or other variables, allowing for more responsive financial planning throughout the year.

A FEW PRACTICAL GUIDELINES


The process of managing and controlling budgets is not exactly riveting stuff as they say. It involves other departments, personnel and a host of mundane activities. But, like scuba diving and year-end parties; managing a budget is best tackled with the help and support of others.

Here are a few suggestions that will help you shoulder the responsibility of managing and controlling budgets:

* Have a monthly budget review meeting and give feedback to all the respective department heads on their performance to date.

* Establish a Finance Committee that reviews all procurement requests (this committee can also perform the budget review mentioned above).

* Get into the habit of maintaining accurate statistics of day-to-day business expenses (telephones, fuel, stationary, printing etc). These figures come in handy during the budget cycle.

* Do regular Performance Reviews on personnel and departments. Having clearly defined KPI’s on budget goals and responsibilities go a long way in keeping all eyes on the ball.

* Reward departments that successfully stay within their budgets and who still manage to achieve their performance goals.

* Excellence awards - acknowledge ideas that translate into savings and make sure you handsomely reward those individuals. It’s a fun, yet often overlooked way of doing things better.

CONCLUSION


I fear the days of holding a wet thumb in the wind as a form of magically conjuring up numbers for a budget are long gone. Companies simply don’t have excess funds to waste in these perilous economic times.

Your best bet is to work with the most accurate figures you can obtain. But to obtain these numbers takes time and effort and needs to be done many weeks in advance and prior to the budget cycle.

Getting into budget mode at this time of the year might not be such a bad idea after all and trust me, in the end, you’ll be happy you did!

8 THINGS THAT WILL IMPACT SA’S ECONOMIC OUTLOOK

Every now and then I experience an event, or read an article or a book, that reminds me of an earlier time, roughly around the mid 1990’s, when we birthed our new democracy and became a nation filled with hopes and dreams; living in the euphoria of just having won the Rugby World Cup (1995). As Francois Pienaar stood on the podium, next to a proud Madiba, he raised the prized Webb Ellis Cup to the elation of the whole nation. We felt untouchable.

This was also a time when we had leaders with an unquestionable moral integrity, top educational credentials, and high personal standards at the helm of government, industry, and academia. The event that triggered these thoughts, and to which I am referring to, was an online Think Tank webinar, hosted by the North-West University’s Business School, and the speaker was none other than Trevor Manual, previous Minister of Finance and Minister in the Presidency. Besides having great respect for his sound abilities as finance minister of the country, Mr Manual singlehandedly turned SARS into one of the most competent and efficient government departments at the time. The topic title was South Africa’s Economy: Where do we come from – where do we go?

Listening to Mr Manual and hearing his voice of reason and intellect just took me right back to those earlier days I referred to at the beginning of this piece. Looking at us now, I feel as if we have lost our sense of identity and forgotten who we are as a nation, but that’s a conversation for another day.

Of greater importance to me were the 8 main items, Mr Manual referred to in his webinar, that we should keep a close eye on and that will have a profound impact on the economic growth of our country going forward:

SOUTH AFRICA’S GREY LISTING


The FATF grey list refers to the FATF’s practice of publicly identifying countries with strategic Anti- Money Laundering and Countering the Financing of Terrorism (AML/CFT) deficiencies. The greylisting of a country means that its government has adopted an action plan to address to deficiencies identified during its mutual evaluation after an observation period, and to implement such action plan within a defined time period, and with FATF monitoring such implementation.

CREDIT RATING OUTLOOK BY THE AGENCIES


Even though we may not like the agencies, and they render their services at a great cost to us. Poor ratings have a major impact on our ability as a country to attract investments, funding, and other forms of venture capital to stimulate economic growth. It is thus important that there is a constant effort towards improving our financial controls and systems and that we are seen to hold all levels of business accountable at internationally accepted accounting and financial practices and standards.

GENERAL PERFORMANCE OF THE STATE-OWNED ENTERPRISES


The success or failure of State-Owned Enterprises (SOE’s) is a direct reflection and testimony of government’s inability to effectively manage commercial enterprises. It is essential that government cleans up its act in the way it manages these commercial enterprises and to ensure they are functional and profitable. SOE’s are critical creators of employment and the seedbeds for further social and economic development of the country and its citizens.

CORRUPTION AND PROSECUTION OF PERPETRATORS


We simply have to show that we take serious steps towards eradicating corruption, and that we take the necessary actions to prosecute criminal activities. These steps also include implementing control measures to ensure accountability at all levels of government. Included in these actions should also be the protection of whistleblowers.

PROTESTS AND CIVIL UNREST


Many times, valid protests turn into civil unrest that get out of hand and lead to massive damage to infrastructure, fuelling widespread fears and concerns, as was the case during the KZN uprisings during 2022. These events have a negative impact on potential investments and cause tremendous harm to our international image and brand as a stable country, not to mention the exorbitant capital layout to replace stolen goods and repair damaged property and infrastructure. These are damages we simply can’t afford.

THE RULING PARTY’S ELECTORAL SUPPORT


It is the first time since 1994 that the ruling party’s electoral support seems to be on shaky ground. This will require strong leadership from the ruling party to address and re-align the party to its electoral constituencies. It will also influence the development and roll-out of economic and social policies.

THE IMPACT OF COALITION POLITICS


Since the ruling party’s voter support base appears to be under severe threat, it opens up the door to coalitions and coalition party politics which is a fairly new form of political structure and involve new collaborative efforts. This will pose new challenges to all involved in our democracy.

INTELLIGENT ANALYIS OF POLICY REFORMS AND ECONOMIC GROWTH


The current economic state of affairs is basically the sum total of the decisions, policies and approaches taken thus far by the SA government. The future of economic progress and development for the country, lie squarely on our ability to assess and evaluate the very policies that got us here. Without serious analysis in conjunction with asking tough questions from our government leadership, securing the country’s financial future will remain a pipedream at best.

CONCLUSION


I am no politician, and I am certainly not trying my hand at political analysis, but the state of the economy and how we deal with the challenges we face, as business leaders, business owners and, entrepreneurs in general, will play a vital role in the sustainability and future growth of our economy and the country’s citizenry.

Without sufficient economic growth, we simply cannot finance the projects necessary to address the development and expansion of previously disadvantaged communities. Employment remains, at the very least, the very first step to ensure that people can provide in their basic human needs such as food and shelter. These are vital for the maintenance of any form of personal dignity and without it, we will be creating a spark at the proverbial barrel of dynamite, and we will be one step closer to a major societal catastrophe.

This entire matter, in my opinion, makes it an important enough issue to call every business leader, owner, shareholder, entrepreneur, government official and citizen to take action, to step up to the plate and to get involved. Get involved in local council meetings, review new policies affecting you in your everyday life. Support community projects and identify causes that resonate with the core values of your business, your department, or your world view.

The time for complaining and listing the failures of the ruling party is over – anyone can do that. We need to accept that no one is coming to our rescue. The protection of our constitutional rights, our future, our businesses, our towns, and our economy, will simply have to come from us.

TO PAY, OR NOT TO PAY TAX IS THE QUESTION

The previous two blog posts I wrote, focused on kindness as an essential characteristic in the coming year, and the second on, how to deal with the predicted economic volatility during 2023. One article focused on external challenges and the other on challenges from within the organisation.

With the year now truly on the march (pardon the pun), and as we are about to start with the new financial year, I wanted to reflect on a matter which has been at the forefront of my thinking following numerous interactions with my clients, namely the issue of paying taxes.

For the past couple of months (from about the onset of the Covid pandemic) I have seen and experienced a noticeable unhappiness, and in some cases resistance, from many individuals and businesses about paying their due taxes. These indifferences can certainly be traced back to public outcries of corruption, failing SOE’s, and of late, the entire ESKOM debacle. The mood of the people and business landscape is negatively impacted by the constant wave of unprosecuted crimes, non-consequential dishonesty, theft and corruption.

But does the dishonest behavior of a number of high-profile politicians automatically give us permission to pay taxes on our own terms? I believe that this quickly turns into a slippery slope once we start to dictate the terms of our tax liabilities against the broad brushstroke of criminality of a few politicians, and here are three reasons I say so:

Paying Taxes is How We Build Societies


We are the sum total of our education, upbringing, and culture, none of which function in isolation. Each generation builds on the efforts of the previous one and so we create a country and its people. Without our taxes our government is not able to provide the fertile soil in which to cultivate these essential building blocks. These services include building roads and schools, offering refuse removal and sanitation, providing clean drinking water, ensuring electrical supply and infrastructure, and many other essential services which cannot be economically provided on an individual basis.

We are fortunate that in the Western Cape we possess many well-run municipalities, and emergency services and repairs are usually quick to respond. While there is undoubtably an immense service delivery problem across the country, our government still need our taxes to effectively run the country.

A close friend reminded me the other day that there are also honorable and hardworking individuals in government and municipal offices. We are quick to think that there is a justifiable trade-off between our long list of problems and personal frustrations, and not having to pay taxes. But the two sides do not belong to the same coin, and while we can indeed demand better service levels, we still need to maintain the moral high ground and continue to pay our taxes as law abiding citizens, lest we want to aid in our own regression into anarchy.

All Criminal Acts are Punishable by Law


It doesn’t matter how you look at your tax liabilities – the house, so to speak, always wins! I am simply saying that, despite the many SOE’s and government departments that are not well run, SARS, for some reason remains a competent organisation when it pertains to their ability to audit tax irregularities and to institute hefty penalties for non-paying entities. The short-term gain of not paying your taxes is simply not worth the long-term pain you inflict on yourself. With the adoption of the “pay-now-argue-later” principal SARS has the upper hand. Pay your taxes when they are due, you will thank yourself later. This leads me to my next point;

Tax Avoidance Vs Tax Evasion


The South African tax legislation landscape is a complex one, but it also makes a number of concessions which you should use to your benefit. To make full use of these concessions you require a detailed understanding of the law, accounting principles and how to structure your portfolio of business, assets, and wealth in such a way to ensure optimal tax benefits within the law. While tax avoidance is completely acceptable, tax evasion is not, and will guarantee hefty penalties or even jail time.

Further to the above, it is also vital that you make use of registered tax professionals who can guide and advise you on the best practices and options for you to follow within your business and personal tax liabilities. I cannot stress this point enough. We often have to take over clients and resolve the mess that was left behind by some so-called tax consultant (usually a personal friend or varsity buddy). Do yourself a favor and make sure your tax specialist is qualified and registered with the appropriate authorities.

Not paying our taxes is just not a viable option, especially in a country such as ours where we have such huge divide between the rich and poor. And no, I am not getting any special benefits by advocating that you pay your taxes, I am simply a citizen of South Africa and I believe in this country’s future.

2023 Budget Speech


On 09 February 2023 the President delivered his State of the Nation Address (SONA) followed by Finance Minister Enoch Godongwana delivering his 2023 Budget Speech on 22 February 2023. I have highlighted a selection of some of the main issues discussed under his Revenue and Tax Proposals discussion namely:

• Tax revenue collections for 2022/2023 are expected to total R1.69 trillion. This exceeds the 2022 budget estimate by R93.7 billion.
• As a result, there are no major tax proposals in the budget.
• The fuel levy and Road Accident Fund levy will not be increased this year. This will take effect from 1 April 2023 for two years.
• Personal income tax brackets will be adjusted for inflation, which will increase the tax-free threshold from R91 250 to R95 750.
• Medical tax credits will also be adjusted by inflation to R364 per month for the first two members and R246 per month for additional members.
• The retirement and withdrawal lump sum tax table will be adjusted upwards by 10%. This means that at retirement or retrenchment, the once-off tax-free amount will increase to R550 000.
• Transfer duty will be increased by 10%, allowing properties valued under R1.1 million to avoid any transfer duty payments.
• The government intends to publish a revised draft legislation on the two-pot retirement system.
• The two-pot system will be implemented from 1 March 2024 and any withdrawals from the accessible “savings pot” will be taxed as income in the year of withdrawal.
• There will be an increase in the excise duties on alcohol and tobacco of 4.90% which is in line with inflation. This means that the duty on:

o 340ml can of beer increases by 10 cents.
o 750ml bottle of wine increases by 18 cents.
o 750ml bottle of spirits increases by R3.90.
o 23g cigar increases by R5.47.
o A pack of 20 cigarettes increases by 98 cents.

Conclusion


I never enjoy making calls to clients to inform them of a large tax payment they need to make; especially when a client’s portfolio is still in the midst of being re-aligned, corrected or in the process of being optimized. Conversely there is also no greater joy than to call a client and to notify them of an upcoming tax payout.

From an annualized perspective it makes sense to study the tax legislation and to put in the hard miles required to create an optimal tax structure. This requires cost effective budgeting, financial discipline, and administrative controls, but once those systems are in place, there are definitely tangible benefits, but it requires ongoing review and professional tax consultation.

Next time you have to settle a tax related payment, keep in mind that we all are working towards the success of our country and to the benefit of our own and the of our children’s future. While the benefits are not always so evident, every tax rand is precious and important. Let’s be the change we want to see in our country and the world.

IS KINDNESS YOUR BEST SHOT AT SUCCESS THIS YEAR?

For the first time since my years as a part-time studying parent, while also completing my accounting articles, I find myself at the mercy of circumstances beyond my control. I think it is safe to say, and I speak on behalf of many of my fellow South Africans, when I say, I feel emotionally exhausted!

I had barely worked my last day in 2022 when, a few days later, I was yet again seated behind my desk. The news feeds and negative headlines from social media and news networks clearly did not do the same, and we seem to continue right where we left off in December.

Poor economic predictions, Andre De Ruyter’s resignation and the government’s announcement of permanent loadshedding was not how I wanted to restart my year to say the least! Emotional exhaustion seems visible on everyone’s faces.

In spite of this, I will try to bring a measure of clarity, hope and inspiration through the publication of my blog. I took it upon myself to read up a bit on matters such as chronic stress, mental wellbeing, emotional intelligence, and the like, in an attempt to try and offer some guidance and suggestions on how we can all try to be a bit better to each other this year.
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The toxic work environment


Certain companies seem to be more inclined to create toxic environments for their employees. Just to be clear, no company deliberately sets out to become a bad place to work at, in many cases it slowly takes hold of the business over a period of time. A basic search reveals many examples of early success stories of creative workplaces turned toxic as the business become more competitive and profitable.

Some of the typical characteristics of a toxic work environment, may include the following:
• Unclear mission, vision, and business goals.
• Limited senior or executive level support. • Promoting an emergency culture, linked to fear and threats.
• High work volumes but low levels of resources and support.
• A commodity-like approach to the management of human capital.
• Constant moving of goalposts and counterproductive strategies.
• Admitting to stress or burnout is considered a sign of weakness.

The best way to change this culture is of course for companies and senior executives to create environments that do the opposite. But there is also a responsibility on employees to ensure they maintain healthy and productive working habits.

Don't be your own worst enemy


The modern workplace is a permutation of on and off-site work arrangements requiring new models of leadership, management, and approaches. By implication employees need to be more versatile and adaptable. Understandably this can lead to a high-stress environments to older or less tech savvy employees.

But employees can also be guilty of displaying behavior that are counterproductive to a sound work-life-balance. A healthy balance help to better manage high stress work environments.

Behaviors to be avoided include the following:
• Extreme work ethics and personal beliefs (I can do it all on my own / I don’t need anyone’s help / I will work as many hours as I need to).
• No recovery or switching-off activities (sport, hobbies, rest, sleep).
• Perfectionism and an obsessive pursuit of unreasonable standards.
• Not speaking up or asking for support when needed on high-pressure projects.
• Complete lack of boundaries and a total identification with the work role.
• Miss-alignment between personal values and company work ethic.

CLOSING REMARKS


A logical question one can ask is whether high performance employees promote toxic work environments, or, if a highly competitive work environment eventually leads to high stressed employees. It appears to be a bit of a chicken-egg situation.

I want to suggest that it’s irrelevant in my opinion. The truth is that we are all under immense work and cost pressures, and for the foreseeable future, it seems it’s going to stay that way. We all need to do more to be kind and to help each other work through this tough economic time.

As employees, executives, and business owners, we spend the majority of our time at work or busy ourselves with work related activities. Creating healthy workplaces and promoting a sense of belonging and compassion for each other is an essential step in making sure we can all survive the current world events.

If you wish to be successful this year; if you wish to be profitable; if you wish to move forward, then simply follow the wise words from the Beatles; “All You Need is Love”.

Be good. Be kind. Be great.

SOURCES


1. SHRM Survey: 41 Percent of Workers Feel Burnt Out During Pandemic, 11 May 2020, Read Online.
2. Employee Burnout Statistics You Need to Know, 16 Jan 2020, Read Online.
3. Workplace Burnout Survey, Read Online.
4. Burn-out an "occupational phenomenon": International Classification of Diseases, 28 May 2019, Read Online.
5. How to Recognize Burnout Symptoms, 16 Oct 2022, Read Online.

HOW TO SURVIVE THE PREDICTED RECESSION IN 2023

I will not live my life in fear. I decided this in defiance, many years ago, and it’s evolved into the ethos by which I have pursued my dreams and built my practice. All I see at the moment are overwhelming predictions on impending doom and gloom and the worst kind of scenarios imaginable for 2023; as if the previous two years weren’t bad enough!

In a mesmerizing Nobel Laureate discussion in 2017, Kazuo Ishiguro (Literature) said that the media and journalism business model is currently broken, and that rewards based on accuracy is no longer the case. Media networks and newspapers, like all other social media channels, are now forced to fight for the attention of eyeballs, to put it bluntly. This makes it difficult to discern fact from fiction as everyone grapples and claws their way to be first instead of right. It’s not about reporting the truth anymore, it’s about topics that create fear and sensation –two of the most basic drivers of our attention.

A review of some of the mainstream opinions, seem to predict that the global economy will be caught up in a recession, either in part or in full for 2023, depending on which camp your find yourself in. While there is no shortage of panicked analysts confirming the data, I am more concerned about what all of this means for the business owners who, in spite of all the tax burdens on their revenue, continues to pay their staff, pay their taxes, and wake up each morning to face another gut wrenching (powerless) day.

How can we survive this predicted recession? Let me first say if I read one more article where the list of suggestions includes tips such as “create an emergency fund”, or “reduce monthly spend”, or my personal favourite, “settle credit card debt”, I think my head might just explode. Where have the writers of these articles been for the past 24 months? People are struggling to pay for basic monthly necessities and their spending is already cut to the bone; savings have long gone been depleted and many retrenched people remain to be unemployed. Does anyone recall the Covid pandemic? I mean really.

So, in support of the many South Africans who are barely making ends meet I decided that in this month’s blog, I will propose a number of real suggestions to help business owners and ordinary people to try and buffer the implications and challenges of the year ahead. Feel free to share this article and to add any suggestions of your own. Let’s do everything in our power to support one another, as we may in fact really need it.

Stay Competitively Priced


Every year businesses increase their fees and pricing on goods and services. Think carefully about any increases in this coming year. Only increase your fees and prices if and when it is absolutely necessary. The margins, in a desperate economy, between being in or outpriced becomes really thin, especially in highly competitive verticals. Instead of just hiking your prices, see where you can add value instead (see below).

Hustle Like Your Life Depends on It


2023 will no doubt be the year where the side hustle is not going to be negotiable. It’s not a case of do you have the time, it’s a case of if you don’t have one, or ideally two side hustles, you can potentially run out of money. Spend the next few weeks to get going and remember no amount of extra income is too small or insignificant. Every item you can purchase without having to dig into your monthly income or salary is money you didn’t have before. Think practical and think creative. For businesses that have the capacity, consider increasing your existing sources of revenue by adding products or offering new services.

Add Value


In tough economic times, customers are looking for value, even if this is only a perceived value. What are some of the things you can do to make sure your customers get that little bit extra? Can you give a discount for orders over a certain amount or quantity; can you do a free delivery within a certain distance or area; can you combine forces with another business and a package deal for your customer. Again, be creative and go the extra mile. Make sure you publish and promote any of these success stories so that you get the message out there.

Get Digital


If you are not visible in the digital playing field, you simply cannot compete, it’s that simple. Having a great looking logo, a user-friendly website, creating quality content blogs, and running a well thought out social media marketing presence, is simply not a nice to have anymore, it is what you need, at the very least to make your presence known and to be competitive. This includes efforts to improve your search engine optimisation (SEO), paid and social advertising campaigns and technical analysis on your website to improve user experience (UX). These have become the key elements in your marketing efforts. If your phone is not ringing, your customers aren’t gone, I am afraid they might be supporting your competition.

Budget, Budget, Budget


If it’s not in your budget (business or personal), then don’t buy it. This doesn’t only apply to monthly purchases; it also applies to financing new equipment, vehicles, buildings etc. This year alone saw 4 interest rate increases. For an average household with at least one financed vehicle and a bond repayment, this can easily come to an additional R 7 000 to 10 000 needed per month. Don’t think about the price you will pay today or this month, but think in terms of another 3 to 5 interest hikes; could you still afford it then? If you can go without it, hold on to your cash!

CLOSING REMARKS


You must think of me as the official party pooper for 2023, but I assure you, I come from a deep and honest concern about the volatility of our current economic and financial landscape. It’s not the difficult circumstances that worry people, it’s the absence of having some kind of plan or strategy.

I would rather take a very cynical view and be prepared, than to relax thinking we are all just being negative as I saw a prominent sport personality post this week on his LinkedIn profile. But times are tough, and they are going to get tougher. Let’s be prepared and face the challenges our country and our businesses will face in this coming year.

HOW TO CREATE ADDITIONAL SOURCES OF REVENUE FOR YOUR BUSINESS

It’s an undisputed fact that the local and global economy was already on shaky legs (some believe a recession) prior to the pandemic which came down on us all like Thor’s proverbial hammer in 2020.

In its wake the pandemic created a huge economic turmoil and, while some businesses boomed with record-breaking profits, most found themselves battling to keep the doors open. Many folded and closed up shop, retrenching hundreds of employees.

As I write this, vaccination programs are being rolled out across the globe and in certain countries the pandemic seems to be slowly easing back (I say this with abated breath).

In the aftermath of the economic tsunami, businesses of all sizes are clawing their back and trying to create commercial momentum.

During December 2021 I wrote about trends and predictions to watch out for in 2022. You can read it here.

But progress and rebuilding of businesses (and the economy) is a slow burn as it tries to revive eradicated revenue streams, deal with changed consumer behavior, rethink out of sync processes, and coping with new technologies.

What I aim to achieve with this article, is to address the question of how a small to medium sized business can create additional or new sources of revenue.

The traditional costs-down-income-up model remain a good approach but creating more income (revenue) is more than simply doubling up on sales.

WHY NEW SOURCES OF REVENUE?


Just to confirm; revenue is income generated from business activities and these activities may, amongst others, generate the following kinds of revenue:
• Revenue generated from renting out property and assets.
• Revenue generated from interest bearing assets and investments.
• Revenue generated from selling goods and services.
• Revenue generated from dividends on investments.
• Revenue generated from donations and sponsorships.

New sources of revenue mean new ways to create income in your business and is more effective than just increasing sales, especially when the product or service offers very little or no real unique properties or value to the customer.

Put differently, clients know what to expect when they go to the dentist for example, what they don’t expect is to receive a bouquet of flowers with their root canal – but what if you were a dentist who did?

Let’s be frank though; will a new source of revenue actually make you more money?

THE IMPORTANCE OF UNDERSTANDING THE DIFFERENT REVENUE MODELS


The answer is it depends on you making use of the correct revenue model. There is a bit more to it than just magically creating new products and services for fun. It has to make business and financial sense.

All new revenue streams must be based on some financial (mathematical) logic or a methodology which can explain how the revenue stream will translate into more money. If the numbers don’t add up, it won’t work.

There are 4 main revenue methodologies you can consider:


1. Transactional – You deliver a service/product, and clients pay you a fixed rate.

2. Outcomes – You deliver a service/product based on a specific time frame or volume, and the client pays you for achieving the agreed quantities. Examples are payroll services, accounting services, manufactured goods, transportation etc.

3. Project/Performance – You deliver a specific end-result, and the client either pays you in phases or upon final completion. Examples include construction projects, marketing campaigns, training programs etc.

4. Reoccurring – You deliver a service/product, and the client pays for as long as they make use of the service/product. Examples include subscription service (Netflix), renting, licensing, franchising, paywall (podcasts), broker fees (stocks and securities).

When developing a new source of revenue, it would be wise to select at least one of the above methodologies when developing a revenue source.

So far so good, but we’re still not there, where do we go from here?

STRATEGIES TO CONSIDER AS IDEA GENERATORS TO CREATE NEW SOURCES OF REVENUE


The next important step is to decide which strategy will best serve as the blueprint for the development of the new revenue source. Afford me a brief opportunity to run you through some of the more important strategies that can be employed as our main idea generators.

Here are 5 key strategies to think about:


1. Business Modeling

This strategy aims to improve an existing business model or to implement a new one. Here we consider things like pricing models, payment terms, service and product offerings, business structures, hierarchy of business processes and operations management.

Essentially this strategy analyses the business in its entirety and checks if the business is operating at optimum levels.

We use this kind of strategy for a business that has reached the end of its shelf-life and needs a total rethink and rebrand (assuming it can still make a profit and it owns a viable percentage of the current market).

2. Technology

Making use of new technology as strategy to create new revenue comes down to creating new customer experiences by employing new technology within existing products and services.

The logic is based on improving productivity and creating more opportunities for sales and thus increase revenue.

This strategy is useful to attract new tech-savvy customers and to introduce them to novel ways to do business.

This means creating automated and convenient trading platforms with built-in reporting structures and performance measures to continuously improve the customer experience.

3. Research and Development (R&D)

A Research and Development strategy aims to create new products and services by means of research and development.

The R&D can either come from within the business or may be raking place on a larger scale within a sector or industry.

This strategy is an effective way to develop never seen before product lines and services, and while it is costly and risky, it also promises enormous profits if you get it right.

Think about successful companies such as Apple, Tesla, and Microsoft as good working examples.

Solid R&D programs can also potentially attract venture capitalists, equity partners or to open the door to Merger and Acquisition (M&A) discussions, which can all lead to additional revenue and available cash reserves.

4. Innovation

Innovation usually follows closely on the heels of Research and Development. The only difference is that in many instances, innovation speak to a broader spectrum of industries and sectors and may also impact other sectors.

Think for example about the development of biofuels and the impact it’s had on the economy and multiple sectors.

As with R&D strategies, innovation strategies have the potential to offer large payoffs as a business capitalises on new industries and opportunities. Examples are crypto currencies and NFT’s (non-fungible tokens) as new investment opportunities and potentially new related products and services.

5. Leverage

Leverage, also known as an “up-sell strategy”, is a technique used by businesses to sell additional products and services to an existing client base.

It is usually offered under the guise of product improvements or additional add-ons only available to loyal customers, which of course is everyone.

I have described this strategy rather tongue in cheek but using leverage as a strategy to create new revenue sources can be a highly effective way to create new products and services.

A client base is also a valuable resource to reach other markets. Think for example at how successful referral network marketing worked to sell Virgin Active memberships to friends and family.

Or how effective medical aid scheme customer reward programs have been in convincing their members making better lifestyle choices, effectively saving them millions in medical claim payouts.

Let us now consider how to make these ideas practical and how we can translate these processes into new revenue options for a typical small to medium sized business.

EXAMPLES OF NEW SOURCES OF REVENUE IN A SMALL TO MEDIUM BUSINESS


At this point I think it is fair to say we now have a good working knowledge of revenue as a business activity and that we have looked at it from a number of different perspectives.

But how do we translate this information into real-world business activities that will generate more income?

Below I have listed 5 examples of new sources of revenue which could be considered by small to medium business owner, irrespective of the sector in which they operate:


1. Create New Products and Services

The easiest way to increase revenue is by creating new services and products within your business and your current sector.

If you apply your mind and involve your employees, you can quickly create a long list of creative ideas.

Run an idea-of-the-month campaign and handsomely reward new business ideas. Create a culture of new thinking and openness to discuss typical client complaints or requests.

These are golden opportunities waiting for you to explore and develop them into products and service your customer will be too happy to pay for.

2. Take your Business International

One of the difficult challenges businesses had to deal with during the pandemic was to keep their doors open while being subject to lock downs, restrictions, closed airports and ports.

Business owners were forced to create remote work spaces to ensure staff and teams can continue working.

This also meant that many businesses had to adopt the necessary technology to move to digital platforms and to create convenient customer interfaces.

Effectively many businesses can now take their products and service to international markets with greater ease.

3. Create Referral Partnership and Cooperative Agreements

This is an easy way to use your existing business relationships and informal partnerships to create referral revenue streams from them.

This will require that you commit your intentions to paper and that you create the necessary internal and external administrative controls.

A practical example is where a sound electronics retailer, refers clients to a specific installer technician and receives a referral or partnership fee in exchange for the business.

Other examples include sales commissions paid to motor vehicle sales consultants when selling ad-on products such as a once off paint and polish refurbishment packages as part of the sale.

Open and honest communication is the name of the game. Make sure your different service divisions know about special agreements or referral arrangements between your business and any other industry partners.

Make sure the system is not mis-used or that you don’t incentivise corrupt businesses practices.

4. Offer Consulting and Training

All businesses possess critical skills and knowledge that they have earned through making mistakes, trying new ideas and dealing with clients.

In specialised fields, for example solar energy or off the grid electrical systems (to name an example), even more so.

These critical skills and knowledge have a particular value in the market place and non-sector businesses, who don’t pose a competitive threat, will happily pay you a handsome fee to learn from your experiences.

Take the solar energy business as another example. They can offer informative talks or a basic orientation course to property developers or financiers of electrical systems.

Information about how such specialised systems are designed and constructed, and the typical questions consumers ask may turn out to be valuable to other.

In many instances those who attend such training and consulting sessions turn out to also become clients.

5. Follow Current Market Trends

Most of the practices we find today, were once trends. It started with a few people doing it, and more followed, and today it is standard practice. Think about selfies – I mean come on, who hasn’t taken a selfie?

There are numerous market trend champions, organisations and specialists who keep a watchful eye on new ideas, concepts, products, services, and consumer behavior which may become a standard practice in future.

Following these trends in your industry might very well become your biggest source of new revenue if you can spot them on time.

Think about the old example of how 80’s camera manufacturer Kodak missed the digital camera revolution and how others have capitalised on the new technology and made millions of new revenue streams.

CLOSING REMARKS


It’s easy to get carried away with a list of new year’s resolutions and an even longer list of novel business ideas, thought out while on vacation.

The reassurance of a clean slate offered by a New Year, and renewed motivation, can fool us in believing that anything is possible; but it’s not, and we should be realistic about our own expectations and the realities of our businesses.

Come the first few days back at the office we are suddenly reminded of why we needed a break in the first place! By the end of the first week, our memories of sandy beaches, coconut scented sunscreen, afternoon naps and seafood platters are but a faint memory.

Don’t get carried away by the alure of increasing your revenue with an endless list of unrealistic ideas.

You can only effectively introduce one, maybe two, new revenue streams in any given year. If you are a start-up or a small business, even less so – keep your ambitions within reason.

With new functions, products, and services, come new challenges which you didn’t have to worry about before. New things create new problems.

Bear in mind that there is no such thing as a free lunch. Be patient with yourself, your team, and your energy as they all come in short (and precious) supply.

Remind yourself to have also have a bit of fu along the way. Make time to rest and to recharge and feverishly seek to strike a good work-life balance.

Be magical, and I wish you all a prosperous 2022!

TRENDS AND PREDICTIONS FOR SMALL AND MEDIUM BUSINESSES IN 2022

Like many business owners, I am aiming to close out a few last things before taking a couple of short leave days during the Festive Season. As I try to wrap my brain around this year, one part of me wants to scream and shout in frustration, but at the same time, I feel truly grateful for having survived yet another year living with the Covid-19 pandemic.

MORE OF THE SAME?


Hopeful as we may be, according to many economic experts, predictions are that 2022 will be yet another challenging year, described in one word by some of the world’s leading CEO’s as volatile.

I can already see the telltale signs of this volatility as many of my clients struggle with supply chain issues, labor uncertainty, interrupted production capacity, transportation challenges, shifting business relationships, and numerous other adaptations they’ve had to make just in the past 6 months alone.

It appears that many of the larger corporations have moved from a “just in time” production to a “just in case” procurement mindset. This fear of running out of inventory has had a tremendous knock-on effect on the global supply chain cycle, and many of the smaller (read developing) economies are finding it difficult to provide the necessary production materials, parts and equipment at airports, harbors, and railway stations.

THE DAWN OF A NOVEL ECONOMY


The way we used to do things before 2020, is over. Forever. We may see hybrid versions of the old combined with the new, but consumers have moved on and have found more convenient ways of buying, eating, relaxing, living, meeting, and recharging, to name a few.

Think not about your own convenience and benefits when adopting new software, processes, equipment, point of sale systems or whatever components you are considering changing, but become obsessively customer focused. This will be a key issue for small and medium businesses to resolve in 2022.

In this article I want to present 5 key trends and predictions that businesses need to focus on in 2022 to become obsessively customer orientated. Let’s get started!

1. DIGITAL TRANSFORMATION ISN’T OPTIONAL ANYMORE


In the quiet solitude of locked-down cities, your customers have become digital experts, using their mobile phones, apps, and software to buy books, order pizza, attend meetings, host seminars, watch movies, and even to pay their traffic fines. They have become masters at finding their way in the digital world.

Having a website and posting a few pictures on your business FB page is simply not good enough anymore. You need to become a thought leader in your field of business and partner with your customers to resolve their unique problems and challenges. This means you need to become an information hub, a problem solver, a partner.

Do you have a digital strategy? Do you know how your customers engage with you? Do you know who your customers are? Do you know who else they talk to? What do they like or dislike about your service and products?

These are all critical questions and the answers to them hold the key to how you need to tailor your customer interactions, how you need to improve your internal communication between employees and service divisions, and how you need to improve and change workflow processes. A well developed digital strategy will be invaluable in your pursuit to answer some of these questions and by doing so increase your sales and improving your products and services.

2. CUSTOMER EXPERIENCES REMAIN THE STARTING POINT


Customers still want pleasant experiences and meaningful interactions; they just want it to be more convenient...and fast.

Traditional customer experience models are based on a mapped versions of so-called “customer journeys”. Businesses would then identify ways of improving each of these steps, as the customer progresses towards making a purchase.

But that was then. Today’s customers find their own answer to their questions and fill in the blanks. They own the customer journeys. They are not reliant on the business facilitating (convincing) them in their purchase decision. Customers make up their own minds by means of accurate information, visual aids, online reviews, recommendations, and influencer marketing to make their final decision.

Give your customers the tools and means to get the service or product they want but make it quick and easy. Succeed in that, and you will never run out of customers! Get into the habit of creating “ignite moments”, special and unexpected customer experiences that take your customer’s breath away. But be creative and think customer centric.

3. GET INVOLVED IN YOUR COMMUNITY


The pandemic underlined the importance of emotional and physical support, be that from nuclear family members, friends, our neighbors, or community organisations.

For consumers this translated to a heightened focus on societal and community involvement. Your clients want to know how you are contributing to your community and how you make a difference in the lives of the people who support your brand and buy your services and products.

A simple example of such a contribution could be donating a percentage of all sales towards a charitable organisation or project. This is often referred to as a 1% Model and it can take a range of different formats. Whatever you decide to do, make sure it is a sincere and meaningful effort, clients can smell self-indulgent marketing fluff from a mile away!

4. THE FUTURE BELONGS TO THOSE WHO SEEK IT


It is already agreed that 2022 will likely be characterized by all kinds of volatility. Disruption remains a key characteristic of the novel economy and no industry or sector is overlooked irrespective of its complexity or tenure in the market place.

As the world becomes more interconnected it also becomes more unpredictable. Small events in one region may have a devastating impact elsewhere. The current migrant issues experienced in Europe, for example, has led to a range of policy and regulatory changes, even for legal migrant workers and economic expansion.

One concrete way of becoming better at predicting the future is to invest in scenario planning and to create flexible medium- and long-term strategies which are reviewed regularly. Strategies, tactics, and plans must be able to change at short notice to capitalize on sudden market, political, technological, or regional changes.

Another method is to learn how to identify the drivers of volatility and disruption, and more importantly, decide how they could be optimized within your own business (sector), or how they can potentially impact your business activities.

The main drivers include, amongst others, the following:

Digital Drivers

These are factors that impact our digital world and all things digital. It includes things like major changes to social media platforms (think about the recent changes made by FB and Twitter), new web-based applications, the power and impact of “big-tech” companies on our daily lives and typical marketing and branding efforts.

Societal Drivers

These are events that have the ability to alter or threaten our communal safety and stability and includes factors such as global pandemics, lockdowns, civil unrest due to major events (think about the incident involving George Floyd and the global demonstrations against lockdowns), disasters due to global warming (floods, fires, heat-waves) and war.

Political Drivers

These are events or activities that mainly bring about major political changes and include things like election results (didn’t we see that in our own elections this year!), new governments, major policy, and trade changes (think about BREXIT for example), community based unrest due to poor service delivery, crime, unemployment and corrupt officials.

Technological Drivers

These are events, new developments or advancements made in major technology sectors. This includes, for example, advances made in 5G wireless technology transmission, Artificial Intelligence (AI), personalised AI, major changes to popular software applications, Augmented/Virtual Reality applications and the recently announced “Metaverse”.

Make a point to keep a close eye on the above drivers and task different members of your team to read up on these topics. Regularly review the status of your own understanding of these issues and review your current stance in light of these events.

5. THINK PRACTICAL AND MAKE IT EASY FOR YOUR TEAM


The entire discussion thus far has been informative and theoretical, but what can you do from a practical point of view? What are some of the changes you can make in the short term that can immediately improve your business environment and create a better workplace for your employees?

Here are 5 practical areas (functions) which will require your undivided attention in 2022:

Invest in Software and Technology

Make it easy for your employees and teams to meet, manage work, host events virtually and execute key projects and business goals. Be accommodating and allow space for creative suggestions and inter-team collaborations. Invest in technology that facilitate and replicate office like interactions (currently being developed by Microsoft among others). This is especially helpful for creative and sales teams where collaboration remains a critical factor.

Create Game-Changing Policies

The Great Resignation has underlined the importance of businesses to become employee-centered and to create a work ethic and environment where employees feel they can be in charge of their time, their roles, and make valuable contributions.

It will be in your best business interest to create Human Resource policies that are sensitive to issues such as gender-neutral parental leave, institutional flexibility, commitment to diversity and creativity.

Develop Client and Employee Centered Business Practices

Consider adding cashless payment options to your list of client centered business practices to make it easier for clients, both local and international, to do business with you.

Also consider the emotional and psychological impact of the new workspace reality as experienced by your employees. Invest in business practices that combats volatility fatigue (emotional burnout due to job insecurity, lockdowns, threats to personal health, unexpected death of loved ones, etc.) by creating randomly allocated off days, meeting free days (or time zones) and open-ended personal schedules.

Review your Digital Strategy

The popularity of video as a marketing and communicative medium continues to grow in popularity and has become one of the preferred ways in which we interact with the world. This is likely due to our current information overload. Watching videos require less of brainpower than wading through a 5- or 20-page articles. This doesn’t mean people have stopped reading, they are just more selective, and they will only engage in reading on complex and important topics.

Watching humorous videos, cartoons or graphic representations containing information about new products, both for personal and commercial reasons, have created an exciting and engaging new way of marketing your business, products, and services to clients. Make sure your digital strategy includes investing in creating meaningful video-based content.

Outsource Support and Specialised Services

The pandemic has sadly seen the closure of many businesses, leaving many people unemployed and without any form of income. This has forced a number of business executives to start new businesses or to offer their core skills on a freelance or project basis.

Most services, specialised and supportive in nature, have consequently become readily available and at competitive rates. Consider outsourcing your support, admin, and other service (such as accounting) as a strategy to creating more compact business processes and more effective teams.

The reduced financial drain while at the same time investing in smaller local business makes more sense than trying to continue operating with a traditional support base which have to work remotely without real supervision or quality control.

CLOSING REMARKS


If you don’t make the necessary changes in your business to adapt to the novel economy with its technology (read mobile) smart consumers, you won’t just see less revenue in your business – you will close your doors. It’s that simple (and important).

The jury is out, like in 2021, that we won’t beat Covid in 2022 either. The sooner we prepare ourselves for yet another volatile year, the better. By remaining customer centric and adjusting our internal business operations to make it easier for customers to do business with us, while also keeping our employees meaningfully engaged, we will inevitably take a positive step towards securing our own futures.

It may sound like a daunting prospect, but it certainly brings ample opportunities to the fore. One of my favourite mantras in business is always that “adversity breeds opportunity” and 2022, it seems, we will have no short supply of either!

May you find the time to rest and recharge for a couple of days, but may you also take the time to really think about your unique place in the greater economic scheme of things.

2022 will no doubt require tenacity, strength and an openness towards innovative ideas and approaches from each and every business owner. However, you choose to look at it, it certainly is a wonderful time to be alive.

See you all in 2022!

Sources:

5 REASONS WHY PATIENTS DON’T PAY THEIR BILLS AND WHAT YOU CAN DO ABOUT IT

Our medical billing department actively engages with our healthcare practitioners including wound specialists, professional nurses in practice, specialists, and general practitioners. These healthcare practitioners work long hours and, like any other business, have to keep a close eye on their revenue, expenses and cashflow as they have to pay accounts, order stock, and pay salaries.

Of late we have noticed a substantial increase in unpaid patient accounts, and we have been busier than ever to recover unpaid debt through interventions and patient payment plans, to improve our healthcare practitioners’ cashflow and levels of revenue.

But what can you do, from a practice management’s point of view, to improve the overall payment of outstanding accounts? We believe a better understanding of the overall picture will go a long way in reducing outstanding debt. Here are 5 reasons we found why patients don’t pay their bills and what you can do about it:

1. INCORRECT CLIENT INFORMATION


The entire relationship with a patient starts with obtaining and recording the correct client information. Here we are referring to the basics such as telephone number, email, physical address, medical aid details etc. Without this basic data set, it is virtually impossible to do any follow up actions.

Take the time to implement a client management system, both electronically and in a manual format (if possible). This information is vital to follow up on payments (late or otherwise), confirm further appointments, and to provide other services to the patient.

2. MEDICAL AID SUSPENSION


This may come as a surprise, but in many cases a patient’s medical is suspended as a result of lapsed premiums or a depleted savings account. In many instances, patients are not even aware of this. The lapse in premiums can be due to unemployment or other financial or account issues.

There are two ways of dealing with this matter. Firstly, if it’s a new patient, let them settle their first consultation account in full, and let them claim from their medical aid. This gives your administrative team an opportunity to verify the medical aid details and to properly set-up the patient account. Secondly, if it is an existing patient, let your administrative team confirm the current medical aid details and that the account is still active.

3. LOSING TRACK OF ALLOCATED PRESCRIBED MINIMUM BENEFITS (PMB’S) SESSIONS


When patients are awarded PMB status, they receive a limited number of sessions. Some patients divide these sessions between different healthcare practitioners. In some practices the healthcare professional keeps record of the sessions, in others the onus of managing the number of allocated sessions is the responsibility of the patient. As a general rule, we find that the practices keeping track of the PMB sessions, have less issues than those who leave it up to the patient to manage.

An effective Customer (patient) Relationship Management (CRM) system will make allowance for adding and keeping track of PMB sessions, which would make it easier for administrative staff to manage, and indirectly improve, the financial management of that patient’s account.

4. INEFFECTIVE PATIENT ACCOUNT MANAGEMENT


We find a great deal of payment issues can be avoided if the interaction between the patient, the practitioner and the management team is done efficiently. Send invoices to clients as soon as possible and make sure you can process card, EFT, and cash payments at the practice.

Get into the habit of immediately notifying clients if there are issues with processing or receiving medical aid payments. Flag problem accounts early on in the process and ensure that there is a well-defined late-payment penalty clause printed on your invoices, and that patients are aware of this.

5. PATIENTS DON’T SHOW UP FOR APPOINTMENTS


While the matter of billing patients who did not honor an appointment is a contentious issue with certain ethical implications (a topic I will write about at some point in the future), it is still fair for a practitioner to expect compensation for the lost appointment, even if only a partial payment. Keep in mind, in certain cases patients just honestly forgets or have a real unforeseen emergency. The best way to deal with these incidents is to take each case on its own merit. A great starting point for any healthcare practitioner is to evaluate the real financial impact on your revenue of no-shows.

A proven way of dealing with no-shows is to implement an automated sms-system (some CRM’s offer this as a function) to remind patients of their appointments. In conjunction with such a system, it will also be wise to implement a cancelation policy. Such a policy can create a framework for full or partial payments depending on the cancellation period. Same day cancellation or no-shows, for example, will attract a cancellation fee, but cancellations 48 hours prior to the appointment will have no cancellation fee implications. Of critical importance is that the patient is informed, and acknowledges being informed, about the implementation of a cancellation policy.

CLOSING REMARKS


The golden thread that runs through all the matters under discussion, ultimately comes down to implementing effective administrative management, and taking a pro-active approach to management of the practitioner-patient relationship. Effective financial management of a healthcare practice starts with something as simple as checking the status of a medical aid or confirming a patients employment.

Clear, open, and regular communication with patients go a long way in keeping outstanding payments under control. If your outstanding debt is approximately double the size of your monthly invoicing, then you should definitely give us a call for a free and no-obligation consultation on how to reduce your levels of patient debt.
Please feel free to explore some of our other Medical Billing blog articles specifically for Healthcare Practitioners.