Business today is conducted at a much faster pace than in the past, because we have the improved technology to do so. Improvements in technology have also presented new opportunities and markets, but the basic principle behind business remains that what you put into it, you will be able to take out of it. Work hard and you will be rewarded.
When I entered the business world in the late 70’s, the way we did business was differant. The only form of instant communication available to us was the phone (land line) and the telex. Mail was the main form of business communication.
Companies did not have a centralised contact point, such as we have today with our call centres. Whist call centres have their advantages in todays business world, in the past, you would normally deal with the same person. This allowed you to build up a relationship with the other person. And relationships were as imprortant then, as they are today.
One of then main functions of management was to keep your customers happy. They did this by takeing clienst out for lunch. These lunches were not the quick affairs or today, but rather long cholesterol and alcohol filled sessions, that kept clients happy and continuing to use your services.
But what do I mean when I talk about doing things in the “Old fashioned Way”? I believe that my relationship with my customers is important. They are my source of income, so I need to keep them happy. I must listen to their complaints and make sure that any solution is acceptable to them, that I get back to them when I promised to do so, even if I have not yet solved the problem.
Relationships and quality of service do not have to suffer just because we work at a faster pace. Now there is an old fashoned concept!
This is a truely amazing site that deals with a large variety of topics that affect our everyday lives, not just our business lives or even our online lives.
Another South African blog , but the message is universal.
This is only a small part of what I read. You need to stay abreast of all the latest developments in your field as will as anything that could affect your industry. You will often find ideas and inspiration in the most unusual places.
Last week, I told you not to lose your cool when dealing with problems, even if the client was at fault. It is possibly the most difficult thing to remain calm, when a client screams, even swears at you, it fact it is downright stressful.
When you work in an environment where you deal directly with clients, you will pick up problems and if you do not de-stress, your health will suffer. At the risk of sounding like your mother, stop smoking. Whilst nicotine may have a calming effect in the short term the damage it does to your body in the ling term is not worth it.
Join a gym, take up running, take up knitting: – anything that you can lose yourself in and not think about work, in fact not think about anything. Physical exercise is always good for clearing the mind, concentrating on something repetitive has the effect of clearing your mind. You are doing things automatically and not thinking about it.
You do not even have to go to gym or run, go for a long walk, go to the disco, have dinner with friends.
What you need to do is that when your workday ends, you go home and do something to take your mind off work. Do something for your soul, and you will find that work, no matter how stressfull work is, it becomes a challange and not a chore!
No matter how careful you are, one day you will make a mistake. It may be a small error that is easy to correct, or a very serious error that coulkd end up costing dearly.
Always approach the problem with an open mind, make sure you find out what when wrong and why, before trying to find a solution. If a staff member is involved make sure you hear their side of the story. Once you have both the clients and your staff member’s version, you are in a better position to understand what when wrong and should be able to arrive a solution.
Is the client always right? No, not always, but the client is a source of income and should be handled repectfully. You may still lose the client, but you stand a better change of resolving the matter to both your satisfaction, by keeping clam and showing respect.
This not an easy thing to do, because the client shout at you, call you names, even swear at you. This may be inexcusable, but remember that a mistake has happened and your client is angry. Let them vent, keeping calm throughout so that you can get their side of the story. If you promise to get back to them at a certain time, do it even if you have nothing to report back.
Simple advise, follow it and the stink will quickly fade!
A seemingly silly title, then a gain maybe not. Cloud Computing is set to become the next big thing. Ok, we have been doing “cloud computing” for some time now, but it has only recently been given a name.
Sign up with MSN and you get access to Hotmail, Messanger and 25 gigs of online storage. Pretty awesome and it costs you nothing.
How does Cloud Computing benefit business, simple, you do not have to invest in expensive software such as Microsoft Office. Cloud computing allows you to be mobile and you do not need to even own a computer. You can simply go online at any Internet cafe, check your mail, answer your correspondence and do umpteen differant task, either at little or no cost.
There was a time when Wednesday afternoon meant golf. Managers and senior staff would disappear and go and play 18 holes. A lot of business happened at the “19th hole (also know as the bar). Today golf still remains a social sport.
Today, with a recession and more and more small business starting to fill the gaps that retrenchments have caused, there is not much time for taking time off for golf. And yet, social networking is a way to promote your business. Luckily there are some online tools you can use to socialse and promote yourself.
One of the most popular business social platform is Linkedin, where you can reconnect with old colleagues, join common interest groups, join discussions, make new contacts and promote yourself.
You might ask what about Facebook? Facebook is a family and friends social tool. Yes it can be used for business, but this is not its prime focus.
Jennifer Cohen from Someting Creative has put together the prestation, to help us underatand the concept better.
Get into the habit of networking, it can only help to improve your business.
When I have a problem with a service or a product and the floor staff cannot sort it out, I ask to speak to the person in charge. Very often, this is where the fun starts. I find my self getting grilled: “Who am I?” “Why do I need to speak to so and so?” That fact that I am a paying customer and have a grievance, seems unimportant to management, these days. There are too busy managing, problem is that when the management upset enough customers, they will have nothing to manage!
The South African President, Jacob Zuma, has come in for his fair share of criticism on a great many things, but one thing you cannot fault him on, he is prepared to mix with the people. Surely if the President is prepared to talk to his people, an ordinary manager can take my call!
Remember, you are never to important to take that call.
I have previously said consumers vote with their feet. This is as true on-line as it is in the real world. Except you are a greater disadvantage on-line, as you do not see them arrive or leave. You have to rely on your Web Site to act as a salesman.
The design and layout of your Web Site becomes very important, as well as the content. The design must be pleasant on the eye and your visitor should not have to keep scrolling down until they find what they want. The editorial need to be in plain language as you visitors can come from all over the world. Finding what they want should not take more that 2 or 3 mouse clicks.
This does not mean that your site needs to be plain and boring. See other designers keep their designs fresh at Designflavr
After all, when you go to the mall, you will not eat at a dirty restaurant, would you?
I have told you that your customers are consumers and can go elsewhere if not satisfied, I have told you to keep accurate records and I have told you to cross reference every thing. Why?
Your customers are your most valuable asset. Without them, you have no income. A satisfied customer will keep coming back and give you the best advertising there is – word of mouth recommendation.
Not only are a valuable asset, but if they are happy with your service, they will buy your product even if it is possible to get it cheaper elsewhere.
Good record keeping, allows you to refresh your memory about a certain transaction as well as keeping the Tax Man happy. But what happens when you are sick or on holiday and some one else has to handle a sale or query. Those same records allow them to process the transaction more efficiently.
Good customer relationships, record keeping are quite obvious, but why cross reference? If you send out an Invoice for example, you put a customer or account number on it – that is cross referencing. When you receive payment, you cross reference it to the invoice, so as not to have to ask for the payment again.
Remember, Customers, Records, Cross Reference equals Good Business.
