Archive for the ‘Management’ Category

Why Telstra’s share price can’t last

Wednesday, December 1st, 2010

Telstra shares jumped on the strength on another public bail out. This time it’s called the NBN. We are buying back the assets we originally owned before the famous float.

This short-term reprieve looks great … on paper. The problem is that Telstra will continue to bleed market share because of terrible customer service. A recent personal experience is typical of on-line comments about Telstra.

After an issue with one of my numbers, I braved the obstacles and called Telstra’s business help line. Just over two hours and nine operators later (seven of them overseas), my issue was still not resolved! The people on the phone could not help me, their supervisors could not help me, it was one of the most irritating and annoying experiences I have ever had. (And Telstra still wonders why they are losing market share.)

Like most business owners, I do not have two spare hours to spend on the phone being passed around from operator to operator.

The time is long overdue for elephantine organisations like Telstra to wake up.

The current bill to split Telstra being hailed as vital to better service and more competitive prices. Hmm, what do you think?

Managing Social Media

Friday, November 26th, 2010

The enormous rise in popularity of social media sites like Facebook, Twitter and LinkedIn has seen a change in the way many people do business. Customers are becoming savvier in researching their options online before buying. Of course, they are also using social media sites to voice their grudges and complaints, if they feel justified in their concerns.

What this means for many business owners is learning to find ways to actively manage their current level of social media exposure without reducing staff productivity.

Trying to find enough time every day to log into each separate account individually and update your social media posts can be time consuming. By the time you answer questions and respond to messages, it’s easy to see why many businesses feel as though this platform for communication is a waste of time.

However, there are more effective ways to manage your social media, including using social media dashboards, such as hootsuite.com. These kinds of dashboards allow you to access all of your social media accounts all in the one convenient interface.

You’re able to update your status, spread messages about specials or products available and respond to messages sent to you all in the one place. You can even schedule your updates to be sent out at a time that is most convenient for your contacts.

So rather than simply give up on social media, try to work on ways to streamline the way you use it. You’ll be reaching more clients and keeping on top of your online exposure at the same time.

Charge and be charged!

Monday, November 15th, 2010

The Amex surcharge, sometimes up to 3%, is something that really aggravates me as a customer, and I’m not alone, I’ve seen countless numbers of staff abused by customers because of this.

Once the exclusive realm of the rich or well-travelled businessperson, American Express is a credit card with a challenge in Australia – use it and in many establishments, you get charged a fee. So why is this?

Short sighted shopkeepers, hotel chains and restauranteurs seem to think it gives them a bit extra margin (because they certainly charge more than the difference between the Amex fee and the bank backed cards).

Bargaineering.com hosted a forum started by a member titled: ‘Why do merchants dislike American Express?’

An reply from Blaire Moore stated that: ‘There are a few reasons.
First and foremost, most people have a Visa card, and if they don’t then they have a Mastercard. Both cards are processed on the same network.’

Therefore if you are a business you only need one merchant account, which means Visa and Mastercards are cheaper to accept. This is the short sighted approach.

Scott Sanders disputes the above argument. As he argues, ‘A savvy merchant will understand….and appreciate the economics.’

According to Sanders, An American Express customer might enter a store, browse for 45 minutes, talk to some of the staff and leave after spending $400. The profit for the retailer after a 2.75% Amex fee ($11.00) is $389, probably $294.50 as a net transaction.

A typical Visa customer may enter the store, spend the same amount of time and finally spend $150. The retailer pays Visa 2% ($3) and makes a $147 profit, probably $73.50 as a net transaction.

So, obviously Amex customers are harassed through ignorance without retailers understanding how important these clients really are.

Perhaps establishments should consider adding the surcharge into prices. This would make Amex customers happy and leave many innocent staff relieved at not copping it for something they they can’t change.

What do you think? What annoys you most as a business customer?

When sorry doesn’t cut it.

Tuesday, November 9th, 2010

I was waiting at the desk at a hotel recently when I noticed a man who was very upset because his urgent delivery had sat ‘overlooked’ at reception for 24 hours. When he found it on the reception desk the clerk said ‘sorry’, but nothing else.

His reply: ‘That does a whole lot of good doesn’t it?” He then proceeded to a conference and related his complaint to 50 other delegates.

A recent study by the British customer relations organization Consumer Forum found that customers were three times more likely to tell their friends about bad customer service than good service, and most respondents said they would take their business elsewhere.

The potential loss of business is incredible.

When someone in your organisation makes a mistake they should not only apologise but ask what they can do to rectify this. This usually diffuses the situation or at least takes the heat out of it.

Anything less is poor training on the part of management and can lose you business

The U.S. Elections – What it means for Australia

Friday, November 5th, 2010

This weeks election made it clear that American voters want change in Washington.

The U.S. House of Representatives, under Democratic control for the past two years, saw a shift to Republican control in the 2010 mid-term election, picking up 60 seats in the part of Congress that initiates tax bills and government spending.

No surprise here. The swing from Democratic to Republican control had been anticipated for at least the past four weeks – a foregone conclusion according to the endless polling data that made its way around the globe.

With the U.S. economy still in sluggish mode and the world economic engine mired in 17 trillion dollars of debt, what impact will these elections have on the Obama administration and U.S. economic policy? I think the answers will be felt globally.

If you own or operate a business any where around the world, the U.S. mid-term elections will have an impact on your business.

The Ailing U.S. Economy

While the global economy is chugging along nicely, and the Australian economy doing very well, the U.S. economy remains in decline. The numbers speak for themselves:

  • U.S. government, official Labor Department statistics put unemployment in the States at 9.75% – exceedingly high.
  • The actual unemployment rate in the U.S. is estimated at 17.5% counting those who have given up looking for jobs or are working part-time jobs to pay the bills.
  • Despite historically low interest rates on mortgages (as low as 4.25% on a 30-year fixed) the housing market in the States is on life support. Housing is always a leading indicator of an upward swing in any economy, making this news doubly dangerous.
  • While the stock markets have come back smartly in the past 24 months, key indicators, like number of IPOs, are down indicating a “numbers” recovery rather than a genuine, confident recovery.
  • Businesses in the U.S. aren’t buying or hiring, protecting capital rather than investing it.

The election results and the loss of control of the House will force the Obama administration to seek compromise on spending, taxes and tariffs, creating increased tensions among overseas trading partners, especially China, which holds a lot of U.S. debt and relies on U.S. consumers to purchase the country’s products.

Can The World’s Economic Engine Recover?

Most financial and business experts believe that the U.S. economy will recover. Let’s face it, economics are inherently cyclical.

The U.S. Senate, the upper house of Congress, remained under the control of President Obama’s Democratic Party. The lower chamber, the House, switched to Republican control. The House generates all fiscal legislation that is then passed on to the Senate for approval, reworking and ultimately compromise.

This changing of the guard indicates that Americans voted for fiscal change and, assumedly, fiscal restraint. With the American deficit growing at unprecedented rates, Americans voted to change the fiscal policies initiated by the Obama administration including an $875 billion bailout of the banking industry with billions going to big players on Wall Street including Goldman Sachs, Bank of America and Fannie Mae, the quasi-governmental agency that oversees mortgage lending.

I doubt if the U.S. economy will see a significant improvement despite the change in leadership in the House of Representatives. I suspect the economy is at least 24 to 30 months from a genuine, sustainable recovery based on bi-partisan politics in Washington.

The Impact on Australian Businesses

The Australian economy will continue to expand. Money will remain (relatively) cheap, enabling business to borrow to expand product and service offerings.

Access to U.S. markets will be simplified, as well. In fact, if your business had planned to establish a presence in the U.S. now’s the time to make the move. Exchange rates are favorable, real estate (especially commercial property) is still a bargain with inventory backing up six months and longer in some sections of the U.S.

American companies, large and small, will outsource more to save operating capital in a stagnant economy, creating opportunities for every Australian business from book printers to electronics retailers, consultants and other service providers.

America has become a major source of remote services delivery. In fact, America is now a leading outsource along with India, the Philippines, the Ukraine and other expanding economies. Small Australian businesses contract with quality U.S. service providers from virtual assistants to highly-knowledgeable consultants at lower costs.

The American people voted for fiscal change by electing at least 60 new representatives to the Congressional House. This sends a clear signal to Obama’s White House that, as the old saying goes, “it’s the economy, stupid.”

In this election, it was all about the anemic American economy. The people want to see lower spending, a shrinking debt load and a real, foundational change in U.S. fiscal policy.

This bodes well for the Australian economy, keeping interest rates low, increasing business opportunities within the U.S. and engaging U.S. companies eager to partner with Australian businesses as consultants, outsources or business partners seeking a presence in a more robust economy. The Australian economy.

The recent changes in the balance of government power will only last 24 months before the Obama administration faces a new election. It’s reasonable to assume that the current administration will have to accept the will of the American people and pull in the reins on spending and borrowing away the country’s future.

Free, open markets develop in this kind of economic climate so look for synergies with the U.S. while the opportunity exists.

Is Your Inbox Pushing You To Breaking Point?

Thursday, November 4th, 2010

I noticed that in a recent survey by IBM of more than 620 managers, results showed that the sheer number of emails received each day is a major contributor to workplace stress.

It was no surprise that more than 45% of the survey participants agreed that the number of emails arriving in their inbox can increase stress levels at work or that as the number of unanswered emails begins to mount up in those inboxes the stress levels rise accordingly.

Nearly 100% of people who responded in the survey said that email was the primary source of communication and collaboration. Yet many also admitted that they’ve inadvertently sent emails to the wrong recipients, or sent a message that they’ve later regretted. So it seems that the technological advances being introduced in order to save time and boost productivity could be having the exact opposite effect.

Does this create an opportunity for Australian businesses to embrace social networking to facilitate alternative communication? An Australian spokesman for IBM seems to think so. Apparently this could boost morale among employees.

Maybe we should focus on better spam filters, better email protocols and not sending unnecessary copies.

Top Rated Place to Work By Employees

Tuesday, November 2nd, 2010

Jobs website CareerBliss.com recently conducted a survey to determine what the most desirable places to work are in the USA. The surprising results showed that people working at Disneyland aren’t as happy in their jobs as those working for the Army.

Employees at Disneyland describe the working conditions as being ‘brutal’ and say that management is solely motivated by profit alone. The overall ranking for the “happiest place on Earth” was billed 41st in the career survey. Disneyland is an employer of more than 100,000 people around the world.

Google topped the list as being the most desirable place to work, while the Army made it to the number 11 position. It seems that the military offers plenty of opportunity for employees to achieve job satisfaction and happiness in their roles. The challenges of serving the country are obviously balanced by a feeling of having a meaningful impact on the world. Employees also made it clear that they enjoyed a high level of camaraderie with other staff members. They are also given plenty of opportunity to increase skills and continue further learning.

Considering that Google topped the list for being the best place to work in the US, Microsoft only ranked at 39. The management at Google has long made it clear that a happy work environment makes for happy employees. When workers are content, they’re often far more productive. They also tend to have more loyalty to the company and show a reluctance to risk their position.

How do you rate?

Getting in the spirit

Sunday, October 31st, 2010

With Christmas around the corner many savvy businesses are thinking about charities.

One such business is Charity Greeting Cards, which gives away 20 per cent of its profits to nominated charities.

Owner and manager, Stephen Shubitz says his philosophy is to “give as much as we possibly can, not as little as we have to”.

In 2009 the company gave $374,000 to various charities and this year Shubitz hopes to increase the contribution to $500,000.

“The service particularly appeals to corporates because it’s an easy way for them to give back to the community through a product they would normally require anyway,” Shubitz says.

But what about your business?

Aligning yourself with a charity is good for your image. People feel good about buying things from such businesses as they see that the disadvantaged are being helped at the same time as they are gaining a quality product.

From a purely business perspective, choose a charity that will give you meaningful exposure. For example, a business marketing women’s products might support the Abused Women’s Trust or the Breast Cancer Foundation. Keep in mind your target market.

But the reality is, whether for business or personal satisfaction, your support with help people in need and perhaps this should be the primary motivation.

Going out on a limb to really win.

Saturday, October 23rd, 2010

My mates at Synchron (a financial services group) run some of the the best conferences I attend. Their ideas are fresh, they challenge the status quo and of course they use great presenters (your truly).

Here are the directors, with a little help from executive assistant Josie Vella, acting as cheer leaders to the applause of all attendees at the Synchron Next Generation Conference for under 40 year old financal advisers.

Cheerleaders2

Move with the times or perish

Saturday, October 23rd, 2010

Like most of you, I’m really getting sick of poor customer service. So it was no surprise to read a recent global Online Shopping Report by the Nielsen Company has found that local Asia-Pacific consumers are the most active online shoppers in the world with many spending 11% of their monthly budget online.

Why?

If you think about it, online shopping is easy, comfortable, time-saving, price competitive and eliminates the need to be aggravated by hassled staff with poor attitudes.

For retailers paying big rents in Australian shopping centres this spells disaster. Sluggish growth at the cash register has been blamed on the rise of online outlets. (Naturally the retailers don’t think lack of customer service is to blame.)

Research group, Forrester, has estimated that online retail sales will be up 17.5% from last year to $28 billion, $7 billion of which is spent on overseas products.

So my message for retailers is keep up with technology or die. Because I can’t see you winning in the service stakes.