The New Rules Of Customer Complaints Management

Companies in the business of dealing with people know how important customer complaints management is – after all, there are very few companies that do not interact with customers on some level; even if there is no direct interaction.

The rules have changed a lot over the past few years, and they are changing even more just about each and every month. What worked in the early part of the 2000s will not work in 2013 – consumers have a far greater soapbox now for one thing, and the way that we communicate in general has also changed greatly.

Customer Complaints in the Era of Technology

What exactly are the ‘new rules’ that need to be considered for our current era, and what should companies be doing to adhere to best practices on complaints management? Here are some important things to keep in mind…

• Customers are no longer limited to posted letters, limited email and telephone calls. Now, they have all of those channels, as well as personal blogs, Twitter, Facebook, Youtube, consumer feedback websites, forums AND word of mouth. Worse still, feedback posted online that mentions your company will show up in internet search results when people are searching for your business online.

• Customers are more likely to report on a bad experience than a good one. What this means is that even though the past 150 customers who have purchased your wildly popular gizmo via your snazzy online store are thrilled, not all of them will be shouting your praise to the world. The one or two customers who were not too happy about that gizmo (or your store, or even your delivery process) are another story. Those are the ones who will tell everyone they can just how terrible your company, products and store are – often, on multiple channels for good measure.

• Customers can not only become happy again, they can even become your number one fans. This is however, provided that you deal with their complaints properly. Complaints should not be seen as a bad thing for starters – this is a chance to improve your services and goods for the better. For another thing, the way that problems are addressed makes a lot more difference than the actual issue in many cases. In order to effectively address the complaint, you first need to catch it early, escalate it properly and route it to the right person though.

As you can see, the rules continue to change pretty much all the time. What doesn’t change however is the fact that response time and reaction are both vital when it comes to making a bad situation into a good one.

Automating the complaints process with a good software tool is one way to improve your overall systems. You may also want to think about other tools such as competency testing for employees who deal directly with customers. Product reviews and preventative measures such as customer surveys, and also making sure that customers can easily air their views should be top of mind too.

At the end of the day you see, it is far easier to handle a small upset soon after it happens, than risk dealing with the public relations disasters that can (and do) happen overnight when customer complaints are left unchecked. Quite an easy choice really when you think about it that way.

Featured images:

•  License: Creative Commons image source

Christopher Stainow is actively involved in the streamlining of business quality processes and procedures through the use of quality management tools & document control software. Learn more at lennoxhill.co.uk.

 

 

Tips On How To Keep Your Business Out Of Financial Trouble

The whole world is going through a financial crisis. Businesses and individuals alike are finding it hard to stay in control of their finances. Small businesses, especially those who are still trying to establish themselves, are having the hardest time of all. Here are some tips on how to keep your business afloat in today’s tough economic climate.

Devise new strategies for old clients

If you have a solid repeat customer base, no matter how big or small, make use of it. Give regular customers more for their money, so that they spend more of it with you. You could offer an extra service or offer them loyalty points on purchases which can be redeemed in the form of a discount on future transactions. Many big retailers do this and it’s very popular with consumers.

If there are customers you have exceptional personal relationships with, you should leverage those relationships to gain referrals. You could develop any number of strategies to go about this, but the easiest way to do it, would be to simply ask. If your business has an online presence, ask loyal customers to write a review to be published on your website or social media pages. Most people will be more than happy to oblige.

Renegotiate old contracts

As mentioned earlier, everyone is feeling the crunch at the moment. Most people will thus understand if you approach them and ask that you relook contracts and agreements. Talk to your creditors; set up a meeting with your bank manager; even investigate the possibility of negotiating a new lease agreement if you’re renting the building your business is in.

No-one is going to give you the time of day, however, if you’re not prepared when you sit down with them. Do your homework and get all your paperwork in order before you make appointments. This brings us to our next point…

Stay on top of your finances

As a business owner, you have to keep track of the money coming in and going out every month. And if you’re trying to keep yourself in business, it’s obvious that the former of the two is exceptionally important. The easiest and best way to go about it would be to set up debit orders for all your clients (with their permission, of course). A debit order will ensure that the correct amount is paid into your bank account on a predetermined date, so that you don’t have to worry at the end of the month about getting paid on time – or at all. And spending less time on following up on payments means you have more time to work on other areas of your business.

Establish a cash reserve

This might seem impossible, but initiate and follow through on all of the action plans mentioned thus far and you will have more money available to you. Don’t be discouraged if it’s a small amount – you might have little to start off with, but invest it properly and that reserve will grow. If you want to add to it, explore ways in which you can cut your daily operational costs. Something as simple as limiting the printing of documents – so you’re spending less on paper – can make a big difference in the long run.

Featured images:

•  License: Creative Commons image source

Terrence works as freelancer writer, so he thoroughly understands the struggles of today’s business owners. Personally, he found that making use of a debit order facility to collect money from clients made the biggest, most positive difference to his business. When Terrence isn’t writing, he likes to spend his free time on photography; his latest hobby.

 

 

Planning A Business Function On A Budget

A business function is a great way to meet potential new clients as well as showing the ones you already have how much they are appreciated. Alternatively it could be a great way to show your staff a well-earned good time and pay them back for the hard work they do for your company.

Either way though you need to ensure that you don’t go overboard and lay on a lavish evening when you really can’t afford it. Times are tough for businesses all over the world at the moment and therefore you will probably wish to put on a pleasant event without breaking the bank. Here are some great ideas for planning that all important business function on a budget.

Guest List –

If you are trying to keep the costs to a minimum then this often depends quite a bit on how many people attend your event. You will obviously want all the important people to be there but you may want to consider whether you allow them to bring their partners or not. Making it a function solely for them is a great way of cutting your guest list in half nearly and will mean you can do more networking as they are more likely to mingle whilst away from the comfort of their respective plus ones.

Entertainment –

At these types of events entertainment usually comes in the form of music but this is also the perfect place to keep costs to a minimum. Consider foregoing a DJ and arranging the music yourself with the help of some speakers and an MP3 player. With the technology available today you should be able to pre-set the music you want and allow it to play through without being continually monitored.

If alternatively you want to impress and entertain your guests with some live music then you could cut costs by only having the band play for a short while. Jazz music is great to have in the background at these formal occasions and jazz band hire will look the part without breaking the bank.

Food –

Although the catering is one area where you can afford to limit costs somewhat; it is important that you still put on a good spread or your guests. The last thing you want is for potential business partners to be leaving your function with a bad taste in their mouths, literally. For most occasions you should be able to get away with a simple buffet but try not to scrimp too much on the quality of the food. It is better to have less food of a high quality which people will love than loads of tasteless food which will leave people wishing they had eaten before they came out.

The Business Potential –

Ultimately the best way to ensure that your function is financially viable is to make sure you get some future business as a result of it. Therefore you should mingle as much as possible and try to spread the word about your company; gaining new contacts as you go. If you end up gaining a couple of yearly contracts from the event then the money outlaid will definitely be worth it.

Featured images:

•  License: Creative Commons image source

Chris Mayhew understands the need to budget everything effectively within a business. He is working on behalf of Sax and Honey who are a professional jazz band available to hire for weddings and business functions.

 

 

Every Leader Should Read These Five Books

If you’re a leader in the workplace, or wanting to be one, there are numerous books you can read on the subject. There are lots of important options that can educate you about leadership, and they will encourage you to alter and advance. Before you attempt to tackle the loads of options, here are five titles that are must-reads for every leader.

The Three Signs of a Miserable Job: A Fable for Managers (and Their Employees)

By Patrick Lencioni

This book talks about job fulfillment, and it’s a fast and simple read. It is presented as a story, not a boring bullet point list. The story follows an executive named Brian Bailey as he takes on a diversity of different management positions. He realizes that there are three main reason people hate their jobs, and he also learns how to fix them. This is an awesome book that will encourage you to inspire your employees and design them a workplace they like. Employees can also read this book to find out about finding fulfillment in their jobs.

Multipliers: How the Best Leaders Make Everyone Smarter

By Liz Wiseman and Greg McKeown

This book is about leaders who motivate, and as an outcome get the best from their employees. “Multipliers” are leaders who boost the abilities of everyone around them and create results most successfully. They inspire and challenge their workers, and employees of multipliers are more dynamic and independent. If you wish to help your employees achieve their full potential, read this book.

Building Character: Strengthening the Heart of Good Leadership

By Gene Klann

Every leader had to begin someplace, and they probably had an amazing leader to look up to some point. This book is for leaders who know the significance of creating the leadership of their employees, rather than just managing their followers. It is a book that gives a practical plan to help build character at work, and clarifies that a well-built character leads to achievement. It looks at five main categories for creating character: example, skill, surroundings, assessment, and knowledge.

On Becoming a Leader: The Leadership Classic

By Warren Bennis

This book looks at the traits of leadership that every leader needs to posses to be successful. It gives models of people who identify those characteristics, and it gives efficient strategies that you can use to be a good leader, too. It has been freshly restructured, and it has a new introduction that talks about leadership in the middle of the horrible economic climate.

The 21 Irrefutable Laws of Leadership: Follow Them and People Will Follow You

By John C. Maxwell

This book is an amazing insight into universal leadership principles. It is a book full of stories that can supply you with bright examples, positive and negative, of all the 21 “indisputable laws.” He presents examples from well-known leaders, and the book is enjoyable as well as motivating. He doesn’t spell out precisely how to pursue the laws in a realistic sense, but you will cease with a lot of your own ideas and motivations on how you can progress and be an improved leader.

Susan Wright is a practicing veterinarian of more than 10 years and is a dog training collar expert.  Susan is an authority on domestic pet care and a passionate writer.  Her articles give insightful information on a diversity of topics.

 

What Are The Powerful, Motivational Tools?

One of the main differences between ordinary people and high achievers is their motivation regardless of whether you are a professional, student, or related to any other creative work. To give a meaningful purpose to your motivational efforts, you need to use effective, motivational tools as motivation is  the key to an exciting and happy life. The following are a few, useful motivational tools that we can use to motivate ourselves as well as others.

Identify the Barriers
You have to find the obstacles,and barriers that stop you from being highly motivated.  You need to remove all such obstacles in your way so that you can turn your vision into a reality. All of the people who are highly motivated have one thing common, that is, they have a vision of being motivated.

Give Freedom
In order to motivate your employees, children, or any other person, you have to give them freedom of choice and freedom of work. People don’t feel motivated under too many restrictions.

Show Your Strength
The highly motivated people always show some strength, and that strength develops from the inner desire of achieving something in life. You have to control your destiny in order to achieve something which is more than your abilities.

Set a Clear Objective
When you have clear goals in life, it becomes easier for you to motivate yourself at the required level. In order to achieve a major goal in life, you also need to achieve various, small milestones.

Finish Things You Start
Often people start things, but they don’t have the temperament to finish the tasks they have started. You have to motivate yourself in order to give things finishing touches.

Need Support
We always need support in life from our friends, relatives, or colleagues to achieve something big in life. Support increases our motivational level, and we can work above our abilities. Often mutual interests with a like-minded group of people can be a great source of motivation.

Make Failures Your Tool
Sometimes people get motivated because of failures. We learn a lot from failure, and it gives us a lesson to keep trying until we succeed. Keep in mind that all the great people’s success  occurred after their initial failures.

Get the Power of Your Dreams
Dreams are always important  for us, and we have to use our dreams to motivate ourselves. We need to turn our dreams into reality which is only possible by keeping ourselves highly motivated.
Changing Our Habits
You can also motivate yourself by changing your bad habits. You have to come closer towards your specified goals in life through changing your unwanted habits.

Change Our Behavior
We also need to change our behavior which causes problems in achieving our goals. When we change our behavior, we automatically feel motivated. Besides motivation, you also become an efficient and productive worker.
Motivation is something more than the skill you learn. You have to actually develop motivation within your character.

Written by Javed, H, who has contributed several articles on self improvement. You can follow his thoughts on @examinet

 

Working With The Competition: How Staying Friendly Makes Business Sense For Struggling Creative Freelancers

Whatever your story, whatever your industry, little businesses in a post-recession economy are often advised to be apocalyptically ruthless. It may work for some, but what if we all took a different approach to try and dig ourselves out of the financial hole we’re stuck in? This alternative philosophy has been successfully practised by Tenessee-based burger brand Pal’s Sudden Service since 2000, when a Business Institute was launched to provide practical advice and workshops to promote their company amongst competitors, and it has made waves in the restaurant industry, with others following suit. As the Institute’s President, David J, McClasky states, welcoming your competitors with open arms can be more than just a philanthropic gesture: “No matter where a customer goes, if they have a good experience eating out, then they eat out more often,” he says. “We figure everybody wins when businesses are run at excellent levels.”

This mantra can be especially important in creative industries and an artistic approach to the 21st century’s financial challenges could be your most unexpected source of inspiration. If you have spent time previously studying the arts, you’ll understand the importance of co-operation, critique and collaboration, so just how should that be different once you have left education?

Collaboration in Practice: The Freelance Photographer

Take freelance photography as a strong example. It’s a demanding field which requires extensive technical knowledge and relentless passion from the individual, plus an unwavering desire to achieve outstanding results for each and every client. Working alone or perhaps with a micro-team around them, a freelance photographer will be responsible for all areas of his or her business, from booking shoots and meeting clients to more mundane tasks like banking and bookkeeping. Everyone has their own strengths and being required to fill such a variety of roles can take its toll, so it’s no wonder that many photographers in this position often feel overwhelmed. If this scenario sounds familiar, discussing your business with others can help you assess your approach to your work, enable you to get to know cameras and setups for use in your own projects, tackle common working issues, or even just help you offload the general stresses and strains of working on a freelance basis. You’ll be putting your work into perspective and developing valuable bonds with others around you.

Learning To Give and Take as a Business

So why should you take the time to forge reciprocal relationships with those who would traditionally pose a threat to your business? Well, being generous enough to share knowledge, experience and, crucially, contacts may equate to naivety and foolishness in some people’s minds, but consider your own personal benefit. Networking is paramount to establishing oneself as a professional company or brand, and open, assured lines of communication inspire confidence, helping boost your income and get clients. If old friends suddenly become your competition, shunning them can be counterproductive.

Furthermore if there is an ambitious job you don’t quite feel ready for, recommending a rival photographer rather than putting your own reputation into jeopardy is just common sense. As an artist may collaborate with somebody working in another medium to execute the best piece of work, this could be applied to business. Working together on a project with a competitor will allow you to combine your specialist skills to make for a more rounded enterprise, even if it is only temporary.

On a broader scale, however, a healthy business climate needs to be at the forefront of industry for a more stable future. Shying away from banker-esque cut-throat gluttony could be the first (deceptively simple) step in achieving great opportunities for every small business.

Where would we all be without a little help from our ‘friends’? Anna Layne knows first-hand the tribulations facing small businesses and how important it is to glean as much help and information from her competitors. She currently works on behalf of Trinity Photography, a Glasgow-based wedding photography firm that’s risen from small foundations to achieve a great reputation in the local area.

 

 

How To Make Sure Your Staff Are In It For The Long Haul

The best businesses have loyal staff that have been there since day one. They know the company like the backs of their hands and no situation or problem is unfamiliar to them. The longer you have worked somewhere the better you know the role and the company and there for the better you do your job. Every employer would love to have staff stick around for years to come but people often become bored and move on. So how can you ensure your staff stick with you through thick and thin?

Set Out  A Clear Career Path

Many companies loose staff because of the lack of progression they offer.  People do become tired of doing the same thing over and over and if there is no opportunity to move forward they will seek opportunity elsewhere. As a business owner you should encourage your staff to apply for promotions and work their way up in the company. In order to keep staff happy and motivated you should set out a clear structure when it comes to moving up the ranks.

Offer Rewards

It can become very tiresome for staff if they work hard and that hard work constantly goes unrecognised. A simple thank you or well done is a good start and goes a long way, but a great way to really keep staff happy and motivated is to offer small rewards for good work.

Consider monthly awards in the form of a title and a small gesture such as a bottle of wine or vouchers, for example ‘employee of the month’. This means your staff will get the recognition they deserve and is an excuse for a fun monthly get together.

Consider Staff Quarterlies

A great way to say thanks is to host an evening of fun once every three months. It is something for staff to really look forward to and is a great way to encourage staff bonding. You don’t have to do anything huge, maybe just put some money behind a bar or book a meal. Tell everyone the date and time and see your staff let their hair down for a night of fun.

Offer Bonuses

At the end of the day your staff are there to earn money, and money does make people happy. A great way to encourage staff to go above and beyond at work is to offer bonuses measured by how well they are doing.

Staff really appreciate being paid on time and the right amount. Mistakes do happen but that can cause great problems when people are expecting money. Ensure these mistakes don’t occur by making use of payroll services to keep staff happy.

Eilidh MacRae works for Trace Payroll who offer payroll services.

 

Getting Respect Working From Home

How often have you been working at your home office, when your brother calls you wanting to chat, or a friendly neighbour comes over to ask you for some help? You’re working at home, but everyone seems to think that your work involves sitting around the home doing nothing all day but answer some emails or occasionally talking on the phone.

What can you do to stop these distractions so you can work, and even get some respect for your home business?

Set a Schedule at Home

If you have regular working hours, you can post them on your office door, inform your family and friends, and if anyone comes over to chat during your scheduled work time, you can politely ask them to leave. This schedule will help people realize you are working, and make your business look more professional.

Even better having these regular working hours will help you be more productive if used properly. By focusing on your work at a regular time everyday, you train your mind and body to go into working mode. If you you plan your work hours when you have the most energy, it’s even better.

Remember that this doesn’t have to be a 9-5 work schedule, play around with it at first to find out what hours are best for you, and then stick to it.

Dress for Success

Since the inevitable stereotype of working from home is a person working in his or her pyjamas, try to break the image by wearing comfortable business casual clothes.

You want to be comfortable while you work, but wearing clothes that are too casual, will make you appear less serious, and can make you feel a bit too relaxed to work at your peak efficiency. By wearing business casual, you keep the comfort, but if a neighbour, client, or family member drops by they’ll see that you are treating your work professionally and it gives you an advantage. If they see you wearing old jeans and a sweatshirt or worse actual pyjamas, it will be very hard to convince them that you are working.

Learn to Say No

Sometimes people don’t take a hint, you can tell them that you’re working, print up a super-sized schedule for your door, explain that you’re about to talk to an important client, but they still want to talk.
In this case, you have to firmly tell them that you do not have time to talk, go out for coffee or even let them in your front door. Try to be polite but firm when you do so, don’t tell them you don’t want to talk, simply say you are working but can talk to them when you are done. Give them your schedule and explain that between certain hours you are unavailable, but you’d be happy to talk after work.

Your at home business is important, and people need to realize that working from home actually involves working. So treat your job like a regular job and insist others follow suit, even if they disagree with you.

Dan Clarke is a business coach, specializing in helping people who work at home expand their business, solve problems and find a great work/life balance. Find out more about him at his website, Be Happy Working at Home.

 

 

Dealing With Changes In Companies: What’s The Best Solution?

In both our professional and personal lives, a certain amount of change is inevitable. These can range from the minor, such as a favorite television show recasting one of the characters, to the major, such as an undesired change in your relationship status. One of the key areas of change that can impact heavily on an individual’s life is the concept of change in the workplace, whether it’s from a corporate takeover or a seemingly straightforward rebranding. Let’s explore some of the key methods that will assist with dealing with change in the workplace.

How Severe Is The Change?

Change in the workplace leads to a sense of uncertainty. This sense of uncertainty can often be overcome in a fairly organic way; if the change is merely a modification to a business process, or perhaps a new software system, then the new system or method quickly becomes normality. It’s hardly something that will cause undue stress, although management should certainly take steps to ensure that all employees are familiar with what is expected of them in relation to the new processes.

Employees Will Feel The Fear

In some instances, the sense of uncertainty can become overwhelming and can impede a corporation’s operational capability when it’s a large-scale merger or takeover. There will undoubtedly be changes at all levels of operations, and this can lead employees to question the safety of their own employment. It’s important for management to handle the situation with as much transparency as is possible in a scenario such as this one. If there is to be restructuring that will lead to layoffs, then this decision needs to be made and executed as soon as possible. Resolve the matter in as straightforward a manner as is appropriate, and then a new normality will rise from the ashes, leading to employee peace of mind.

Negative Ways of Coping With Change

Management should be a little sceptical of employees who seem to warmly (and indeed, blindly) embrace large changes in a company. It’s perhaps possible that these employees are being enthusiastic about a change in policy, operations or ownership, simply because they believe it’s what their supervisors want to hear. This is unhelpful to the overall aims of any corporate change, and is on a par with avoidance coping, where an employee essentially tries to ignore the change and undertake their employment in the way they always have, which is often inappropriate.

Positive Ways of Coping With Change

Ideally, management will gently ease employees into any kind of change in the workplace, utilizing change management training that will allow employees to feel in control during the process of change. It goes without saying that it’s beneficial for management that their employees make a smooth transition during whatever change the company is going through. Management cannot dictate how an individual should feel in response to a change, but they can set the tone about what’s appropriate, essentially by being available to answer all enquiries, and to clearly outline what’s expected of employees. Unsurprisingly, any kind of change in a company generates a huge amount of paperwork when new guides and manuals are published.

Change can be a huge problem for many employees, and it’s hardly a stress free time for management either. But management needs to ensure that their employees feel like they’re part of the solution.

Kate Simmons is a business developer, management coach and freelance writer. She is mostly interested in topics related to leadership, management and business structures.

 

Ordering Office Supplies For Your Small Business

In these tough times for the economy as a whole you certainly won’t want reminding of the need to remain afloat while other firms falter around you. This has not just affected small online companies but big names on the high street too. So it is now more important than ever to keep track of your spending on essentials such as office equipment and stationery.
Whether you run the enterprise from the comfort of your own home office, rent out premises in the city centre, or have rental space in a building on the outskirts of town, it is necessary to fit the place out with all you need to ensure the smooth running of the business.
No matter if you sell products direct to the customer, or supply other firms with the parts they require in keeping their operations going, you will be expected to maintain a tight ship with regards to your paperwork.
This means that you should take stock of all you own and the equipment pertinent to your organisation. Printing is a requirement for nearly all firms, in all industries (even if the majority of business is conducted online), so your printers need to have spare cartridges ready and the mail ready to send out, without any delay.
Office furniture and hardware is another consideration for any SME, irrespective of its sector. Staff will have to sit somewhere and if your company ever invites customers or prospective clients to your offices it certainly pays to devote time and effort on the right décor, in fitting with your brand image.
Personalised stationery may not be a must, but in some cases it can really help to get your message across to your audience. These are the kinds of decisions you will have to make as you contemplate what will be beneficial to your firm in the long run.
Even if you conduct your business at home, it is recommended you differentiate this room to the rest of your house as this can have a psychological effect on your work and how you go about it.
So when ordering the supplies you need from a dedicated office products and services company, make a definitive list of the things which are essential in maintaining the smooth flow of your operations. You don’t have to spend a fortune, but you will be expected to invest in all the right areas, including the physical office space.

Article written by Shane Peters who recommends http://www.mgmofficesupplies.ie for office supplies.