Bottom Line Business Insights : Maryland Business Lawyer & Attorney : Wagonheim Law Firm : Mergers & Acquisitions & Contractual Negotiation

Guest Blogger: Joel Charkatz, CPA, CVA, CFE

In my prior post I discussed the importance of internal controls as a safeguard of a business’s assets and provided a real life scenario. The case discussed was an excellent example of how a few minutes per month would have saved the company penalties and interest payments to the IRS, untold headaches, and a trip to the precipice of disaster, from which they luckily returned.

I also reported the most recent study performed by the Association of Certified Fraud Examiners indicated the median fraud loss in small business (less than 100 employees) was double the loss in large business. While there may be many reasons for this discrepancy, my experience indicates lack of internal controls is a significant cause of this anomaly.

In the current business climate, many businesses have pared employment rolls, leaving fewer personnel to perform the same or more tasks. As a result, internal controls have taken a back seat to servicing the customer. Even where good solid internal controls were once in place, I generally find the change in personnel has not been accompanied by an evaluation of its impact on the controls of the business.

What can be done? For starters, there are a few simple controls which can be accomplished with very little effort. And whether your business has three or ninety three employees, they will work very effectively.

The first procedure is the simplest – the monthly bank statement(s) should be given to a responsible party, unopened. A responsible party is the owner, owner’s wife or other family member, or someone in the organization that has nothing to do with finance. Typically, we find the owner to be the most credible person for this task. Mr. (or Ms.) stockholder opens the bank statement and looks at each check making sure:

• the payee is legitimate
• the amount is not out of character for the payee
• there are no erasures or other apparent changes on the document
• the authorized person’s signature is legitimate
• the endorsement on the back appears correct
• the address the payment was mailed to is where the vendor is located
• everything else on the document appears to be correct

An additional function would be to compare the check payee and amount directly into the company’s disbursement system to make sure the payee and amount are recorded in sync with the document. This procedure is generally only performed when a question arises, but it is a good idea to spot check, on an occasional basis, a few disbursements.

The key to protecting any business’s assets is internal controls. While small business may see this as a challenge, the fact is the smaller the operation, the easier it is to exert control over the assets.

Joel Charkatz, a Shareholder with KatzAbosch, has served the Maryland business community for more than 40 years. He is Chairperson of the firm’s Business Valuations & Litigation Support Group and a member of the Medical Practice Services Group.  He is also the past Chairperson of the Maryland Association of Certified Public Accountant’s Business Valuation, Litigation, Fraud and Forensics Group. Mr. Charkatz provides a full range of accounting and tax services for clients including business valuation, forensic accounting, litigation support/expert witness, real estate development, management advisory services to closely-held businesses and tax planning.

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Guest Blogger: Joel Charkatz, CPA, CVA, CFE

We hear this phrase over and over. Why? Because it is almost inevitable that when we are called in to investigate an employee embezzlement case, the entire venture could have been caught very early. Once we begin to probe, and determine the fraud was easily discoverable, management sighs and says “If I had only looked.”

Statistics from the Association of Certified Fraud Examiners reflect small business is more vulnerable than large business when it comes to fraud. Why? Because big business “looks” more than small business. The median loss in small business (less than 100 employees) was reported to be $200,000, while the median loss in large business was just $97,000. Because they look.

Really large businesses many times have a Loss Prevention Department. This area’s responsibility is to catch and stop fraud and embezzlement in the company. While they may interface with the internal auditors, they are usually not accountants. Most likely the personnel in this department have investigative backgrounds – either in police work, insurance loss investigation, criminal work, etc. As a result, these folks have a mindset that is much different from an internal auditor, and very much different from the company’s outside CPA firm.

Depending on the size of a business, there are several very simple procedures that can be performed, usually only taking minutes per month. These procedures will uncover most employee embezzlement at or near the outset.

A good example is the fraud we investigated where the bookkeeper embezzled hundreds of thousands of dollars over a period of several years. She was able to cover up the theft by not paying payroll taxes the company owed for its employee withholdings. Of course, when a non-payment notice was received in the mail from the IRS, the mail clerk would give the IRS notice to Sally (not her real name) because it was “tax stuff and Sally gets all that mail.”  The tax notice was hidden from everyone, and the fraud continued.  This resulted in a significant loss to the company, and once discovered, were required to pay taxes, late payment penalties, and interest to the IRS. It almost put them out of business.

This type of employee action would have been discovered almost at the outset except for one mitigating factor. Sally had been with the company for many years and was a trusted employee. Consequently, there were very few controls in place on her position. Were the owner to, once a month, simply receive the bank statements unopened, and peruse the canceled checks, he would have seen the checks payable to his bookkeeper, and discovered the embezzlement in the very early stages. If only he had looked.

One final word….trust is not a control. Just because an employee is trusted does not mean common sense (read internal controls) can be suspended.

Joel Charkatz, a Shareholder with KatzAbosch, has served the Maryland business community for more than 40 years. He is Chairperson of the firm’s Business Valuations & Litigation Support Group and a member of the Medical Practice Services Group.  He is also the past Chairperson of the Maryland Association of Certified Public Accountant’s Business Valuation, Litigation, Fraud and Forensics Group. Mr. Charkatz provides a full range of accounting and tax services for clients including business valuation, forensic accounting, litigation support/expert witness, real estate development, management advisory services to closely-held businesses and tax planning.

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“There is a difference,” I was taught, “between ten years of experience and one year of experience repeated ten times.”   I thought about this the other day as I contemplated the calendar change to 2011 and the fact that next year will mark my 25th year in practice. 

Everyday it seems like I see too many examples of companies celebrating survival, rather than progress. We regularly receive letters adorned with “our 10^th anniversary” ribbon stickers and see businesses using the phrase “since 1956” or some such instead of an actual message.   When I was a young attorney (maybe for ego’s sake I should say “younger” attorney), I was hoping to be made partner when the management committee told me instead “we’ve decided that you have to wait 3 more years before we extend an offer of partnership.” 

Now, granted I was young – younger than any of the partners by a long shot – but I had just as many clients and generated more revenue than most.   “Why,” I asked, “does it matter how many more sunrises I see between now and an offer of partnership?” I urged them to give me something different such as a revenue, performance, or even billable hour target to hit. But no, to them it was time. To me, this made no sense.

One of the real values of seeing another sunrise is the ability to leave behind the mistakes and absurdities that had, no doubt, been a part of your yesterday. But equally as important, with the sunrise comes the opportunity to build on yesterday’s lessons. Sometimes that’s painful in business.

Print out your customer list. Not a list of your most active or largest. Print out a list of all of them. Don’t just read the names, ponder them. As to each, are they enthusiastic about your work or did you make a cringe inducing mistake? Were you late? Were you, perhaps, a bit less responsive than you should have been? Are they loyal to you or are they casting a wandering eye across the business landscape wondering if they can do better? 

I have yet to find a business owner who, in his heart of hearts, can honestly say that he did right by 100% of his customers 100% of the time. 

So here are the questions: What are you going to do about the failures? Are you committed to learning? Have you created a company culture open to improvement? Can you begin a lasting and productive dialogue about your failures? Have you ever conducted a bloodless autopsy – one with a mission of education rather than the identification of a scapegoat?

In other words, in 2011, what will you have learned by the sunrise?

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There is no such thing as privacy. You would know that if you were inclined to take even a casual glance at Sports Illustrated as 2010 ran down. The sports world was consumed with stories about Brett Favre’s alleged texts to Jets sideline reporter, Jenn Sterger and now two massage therapists as asserted in recent court filings. Not to be outdone, Jets head coach, Rex Ryan, found himself on the sidelines while all of New York seemingly became obsessed about his wife’s internet persona. 

Now, a Michigan court is preparing to weigh in on the subject of online privacy. According to the ABA Journal, a Michigan man is facing felony charges for reading his wife’s e-mail in an effort to determine whether or not she was having an affair. He was charged under a statute intended to apply to computer hacking, but is read to apply to a circumstance in which someone uses another person’s password, without permission, to, in this case, do a little investigative research.

Given the prevalence of online activities in our society, the issue of online privacy has almost universal ramifications.   A week doesn’t go by when we do not hear a question from one of our clients involving employees texting, using Facebook accounts, or simply shooting e-mails around the office. The legal issues can run the gamut from unauthorized use of equipment to sexual harassment and the creation of a hostile work environment.

But what are the employer’s rights?

There are three statutes which have to be considered when an employer contemplates monitoring the employee’s use of e-mail, telephone or the internet: (1) the Electronic Communications Privacy Act of 1986; (2) the Maryland Wiretap Act; and (3) the Maryland Stored Communications Act.   Maryland courts have consistently explained that the purposes of Maryland law on the subject is to prevent the unauthorized interceptions of conversations where one party has a reasonable expectation of privacy. 

If asked, many employers would maintain that no employee has a reasonable expectation of privacy if company equipment is being used for the communication. But that is not always the case. The question can turn on the type of monitoring at issue and the employer’s goals in taking the offending actions. For example, videotaping employees is different than recording their phone conversations or perusing their e-mail after they have left for the day.

In each case, there may be a legitimate business purpose behind the company’s actions. We’ve all heard the recorded message that “calls may be monitored for quality assurance.” Another reason for monitoring, this time relating to e-mail, is that companies can be sued for copyright infringement or even sexual harassment, depending upon information downloaded by employees onto company systems. 

By far, the best policy for any business where monitoring will take place or even where employees have access to e-mail and the internet is to create and distribute a written policy explaining the company’s right to engage in the specific type of monitoring anticipated by the company. The warning alone, if well drafted and universally distributed, will serve to limit or eliminate the employee’s expectation of privacy. And in the end, that’s what it comes down to – fair warning, reasonableness, and the question of what a normally intelligent person’s privacy expectations should have been.

We’ll just have to see how the court defines “reasonable expectation of privacy” where Brett Favre and the Michigan husband are concerned.

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Guest Blogger: Adam Schechtman, VP of Business Development & Marketing, Eye Catching Creative

To brand or not to brand? That is the question so many small and mid-sized businesses tend to overlook in the early phases of their development. The problem is there’s a tendency to keep shuffling this linchpin of marketing success to the dark corners of the priority list. Then one day, we read an article or hear someone talking about a competitor and cringe in uneasiness because they did something we didn’t…built a solid brand.

Like marketing in general, branding is easy to lose focus on, especially when we have experienced some degree of success. If you agree that today’s markets have changed and the way businesses DO business has changed, then it’s time to recalibrate some of your own marketing efforts. That means its back to basics! Like the “butterfly effect,” small improvements in your branding strategy can have a tremendous impact on growth over time.

We know from marketing 101 that your brand is your identity. Beyond the visual or physical makeup… name, logo, advertising, a brand is quite simply the psychological impact you have on customers. Branding is so important because people buy emotionally and then logic steps in to support their buying decision. Your brand is essentially a part of the ongoing relationship you have with customers. It is a compilation of messages that differentiate (or don’t differentiate) your business, product or service from everyone else who plays in the same space as you do. Take a second look at the competition of today. If someone stands out, why do they stand out? Who doesn’t stand out? Which category does your company fall into and who might be able to help you to improve on that position?

From your email address to your website, to how the phone is answered to the relevance of your marketing materials, your brand must be professional, consistent and CURRENT.  What the company stands for and what you’re offering should be different and clear. When is the last time you really dissected how you are perceived in the market and what your market position truly is? One easy way is to run a survey using existing customers or even some customers that you lost. Resources like SurveyMonkey.com are fantastic, free, e-survey questionnaire tools that are easy to use and easy on the budget.  So let me ask you… what perception do your customers have of your business? What does your presence in the market “feel” like to customers and professional peers (aka competitors) and more importantly… are you being felt?

Adam Schechtman is an entrepreneur and co-owner of Eye Catching Creative, providing virtual, on-call design, advertising and marketing solutions to budget-conscious small and mid-sized businesses. With more than 15 years in marketing, business development and sales, he is also the former owner of Achieve Senior Home Care and former co-owner/franchiser of Advance Realty Solutions. Adam holds an MBA in marketing from Johns Hopkins University. Visit www.eyecatchingcreative.com for more information.

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“I got a phone call this morning from one of our oldest customers. He fired us. After 20 years, he fired us. Said he doesn’t know us anymore. I think I know why.” 

The speaker recounted his phone conversation to his account reps, saying “we used to do business with a handshake, face-to-face. Now it’s a phone call, a fax, ‘get back to you later,’ with another fax, probably.” 

This United Airlines commercial was originally aired before e-mail and the advent of social media. First aired twenty years ago, in 1990, it still resonates. So many businesses are started by an entrepreneur, skilled in the producing the product or service that spawned the company. Customers came because of the skill and stayed because of the attention. As the owner of a small business, the founder could track every project and knew every client. When someone was upset; he knew it.

Growth has a way of making that kind of personal attention obsolete. Time passes and a founder looks around to realize that whole projects are being performed for customers he never met.   And what about the ones he knew – the ones who built his business or who inspired him to go into business in the first place? Chances are, they’ve been delegated. Delegated to talented people, to be sure, but delegated just the same. 

Sooner or later, the thought has to occur to these customers – your old friends -- that if they mean little enough to your company that they can be delegated, your company means little enough to them that they can go elsewhere.  

Looking ahead to 2011, most business owners set targets for growth -- more revenue, more customers, bigger projects, better distribution. But how many set goals reflecting stronger relationships, customer retention, and expressions of gratitude? 

Many years ago, I read a book in which the author urged business owners to “pay attention to the ‘fine’s.’” He meant that people rarely voice their complaints. When asked about service or the particular product they purchased, even when dissatisfied, they’d normally respond that things were “fine.” Not every customer can be counted on for enthusiasm. After all, there isn’t an infinite amount of enthusiasm to go around. But the silence and the “fine’s” speak volumes to those with a keen enough ear and enough focus to notice. 

So what are you doing to focus on client retention, rather than just growth? Studies indicate that a new client is 7 times more expensive in terms of marketing and advertising dollars than existing clients. The point is that it is much cheaper and more efficient to keep the clients you have than spend every ounce of energy trying to bring new prospects in the door. 

If you do not already track trends in returning business, 2011 is an ideal time to start. After all, nothing speaks to customer satisfaction more than repeat business. Even more than tracking it, look for the things that increase the pace of returning business over time. 

Perhaps, like those executives in the United Airlines commercial, you can forgo e-mail, faxes and phone calls, and, just once in a while, put in the time to travel even great distances for a handshake.

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