As culture is developed based on traditions, beliefs, rituals, information and language (communication) to develop an organizational culture of empowerment you need to understand how all these factors come about. The primary issues are the development of a shared vision, full understanding by all involved of the mission, setting of clear goals and as I… Continue reading »
Oct
04
Staff Empowerment: What it is, What it isn’t, How it works and Why Empowerment Often Fails
Empowering workers, means truly giving them more authority to make decisions and then act upon them and that’s where many empowerment programs break down. Many (I suggest most) mangers are happy to delegate responsibility however they are reluctant to hand over any real authority. Lack of authority for competent staff can leave them frustrated and… Continue reading »
May
22
SO WHAT ELSE CAN ANTS TELL US ABOUT LEADING & MANAGING Part 2
Recent economic woes must teach us all that the quality of our management and in many cases the weak and unethical behavior of some of our renowned business leaders means we need to get back to some basic principles. Some basics of business and some more ant antics… OUTPUT QUALITY. Another ant variety, ‘Rattue’, can… Continue reading »
Mar
08
Why Customers Abandon You and Quick Tips on Stemming the Flow
A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that: [ 1% ] was lost because of death [ 3% ] were lost when their salesmen left the company [ 5% ] left to buy from a friend or relative [ 9% ] left because they found they could buy… Continue reading »
Jan
21
SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS
The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »
Nov
20
Top Five Principles for Excellent Customer Service
Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »
Oct
20
Time to Turn Your Business Model Upside Down Part Two
WHEN YOU INVERT THE PYRAMID WHAT DOES EVERYONE DO? For those of us working in rapidly changing markets (all of us) where inverting the pyramid is the least we need to do, what are the new priorities for each group: For the STAFF that deals face to face with this powerful ‘new’ customer the struggle… Continue reading »
Jun
19
Staff and customers a volatile mix – achieving great customer service standards!
Some basic must do’s Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they… Continue reading »
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