Q:
I'm in the process of creating a business plan for a homebased
business that I would like to start. I will be selling products
like T-shirts and novelty items. But I have come to a point in the
business plan that has me stumped. The problem is, I live in an
apartment. What if a customer wishes to return an item that they
purchased from me? How unprofessional would it be to have a return
address listing an apartment?
A:
You're right--creating a professional image from the get-go is
important, and it can be particularly challenging for homebased
entrepreneurs. Nowadays, people are much more accepting of the idea
of operating a business from home, but it's taken some time for
everyone to get past the stereotypical image of the homebased
entrepreneur waltzing around the house in bunny slippers and making
frequent visits to the refrigerator. Still, it pays to give
yourself every advantage in starting a business, so it pays to look
as professional as possible.
Deciding whether to use your home address for business purposes
is a matter of what that address is. Something like 1114 Grove Ave.
sounds perfectly fine, but, as you indicate, something like 1114
Grove Ave., Apt. 4, probably doesn't. Luckily, there are
solutions. Since you'll evidently be doing some heavy shipping
and perhaps dealing with returns, consider using a mail-receiving
service, such as Mail Boxes Etc. These services provide you with a
street address and a suite number rather than a post office box
number (which some people perceive as questionable in itself).
They'll also generally just save you a lot of headaches,
handling everything from packing and shipping to package tracking.
Shop around in your area for a service that's conveniently
located to your house and reasonably priced.
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You should also think about how you're going to handle mail
on a daily basis. Set up a system, and stick to it. Otherwise,
before long you'll find yourself buried in paperwork, with a
long list of angry customers to deal with. Designate an area in
your home office just for mail-related tasks, whether it's
incoming or outgoing mail. In your case, it might be best to set up
a large table where you can sort and process mail and prepare items
for shipping. Don't just use your desk--with all the other
business-related paperwork that goes along with running a home
office, you don't want to mix and mingle. And pick a time when
you'll be able to deal with mail every day--whenever it's
most convenient and won't interfere with any other pressing
activities.
When sorting through incoming mail, try to handle each piece of
mail only once rather than looking at it and setting it aside to
deal with later. Separate things into piles based on their
priority--for example, items to be filed, items that need immediate
action and items to be trashed. Then take care of each pile--and
move on to something else.
In addition, consider setting up an e-mail account where
customers can send you their inquiries electronically. This will
cut down on excess mail and phone calls. Just remember to be
diligent about checking your e-mail and responding to inquiries in
a timely manner.
In time, you'll have your system down to a science and
you'll be able to do it in your sleep. And that can only mean
satisfied customers who will provide you with repeat business.
Karen E. Spaeder is editor of Entrepreneur.com and managing
editor of
Entrepreneur magazine.
The opinions expressed in this column are those
of the author, not of Entrepreneur.com. All answers are intended to
be general in nature, without regard to specific geographical areas
or circumstances, and should only be relied upon after consulting
an appropriate expert, such as an attorney or
accountant.