Are You Blaming the Messenger?

November 12th, 2010

The Reserve Bank’s decision to raise official interest rates is well documented. What made headline news was the decision of the Commonwealth Bank to raise its own interest rates by 45 basis points, 20 basis points higher than the RBA cash rate hike.

This decision brought about the ire of many angry customers, who chose to blame the messengers rather than take their frustrations out in a more constructive manner.

Bank staff received plenty of abuse from customers. The abuse stemmed from disgruntled customers who decided to blame innocent staff for their own predicted financial hardship.

There were reports of people saying things like: “I hope you’re happy. I’m going to lose my house now” or “I can’t afford to buy Christmas presents for my kids because of you”.

These customers obviously felt the need to lay the blame for these financial issues somewhere. In these cases, they’ve chosen to blame the staff who sit in face-to-face customer service roles.

Yet those people taking the brunt of this kind of abuse had absolutely nothing to do with the Reserve Bank’s decision to raise interest rates, nor did they play a part in the Commonwealth Bank’s decision to raise rates higher than the amount raised by the RBA. Nor for that matter, did they make the customers decision to take on debt.

Unfortunately we all tend to blame the easiest person to reach (often the messenger).

Next time ask yourself if this person is personally responsible for the long queue, the telephone shunting, the systems error or your own decisions.

When sorry doesn’t cut it.

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

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?

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

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

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.

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

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.

Blogs are business

October 3rd, 2010

Blogs are an excellent way to grow your business. They are not static like websites, but provide a moving forum of interesting topics as often as you want to post and can attract a whole community of followers, translating into business for you.

Blogs have outlived being a fad or trend and now clearly form part of the essential suite of modern marketing tools called ‘social media. Take one look at savvy entrepreneur Brian Clarke and his hugely popular ‘copyblogger.com’ to see that a successful blog can net 132,758 subscribers giving new products added to the his site an instant, hungry market.

A blog can be a powerful way to establish brand identity by being your ‘voice’, but with thousands of blogs starting up every day, how do you get yours noticed?

Your blog is about selling you and your ideas.

One of the main things is to ‘tell’ not ‘sell’. Your blog is about selling you and your ideas. Use your website to promote your products or business and your blog to promote yourself. Think about issues currently affecting the industry you’re in, share information, news, trends, anything you think will be helpful for your audience.

If you become an authority in your domain then people will talk about you, link your blog to theirs and create traffic sending your site even higher in Google’s page ranking.

Whilst it is imperative that you remain genuine, always think before you post and be careful what you say about others. So many people seem to forget that the Internet is a public forum. Everyday news bulletins document people in finding themselves in hot water after posting something they later regret on Facebook, Twitter or a blog.

And lastly, don’t worry if you’re blogging away, posting terrific information and the audience just doesn’t seem to come. Most blogs take time to develop, but with interesting topics and links the momentum will build and before you know it your following will be there.

If you intend to be one of today’s successful businesses then SEO and social media is essential. Get blogging!

Lessons from the AFL Grand Final

October 2nd, 2010

A week ago we saw more than 120 minutes of gruelling football played between the Collingwood and St. Kilda AFL football teams. Throughout most of the game, St. Kilda trailed the Magpies and seemed to battle their way across the field just in an attempt to keep up.

However, their persistence and their determination not to give up paid off. Even though it looked like they were doomed to be beaten, saw the Saints climb back from being 24 points down at half time to finishing the game tied at 68/68.

The lesson is that, even in the face of adversity and against staggering odds, persistence and perseverance can pay off in the end. Psychologically, it was vital for the players in the St. Kilda team not to give in to negative emotions and thoughts of defeat before it had already happened in order for them to fight back to a positive outcome.

While these attributes are important in a team sport like football, they are absolutely crucial in the world of business. One of the primary reasons so many promising new businesses fail in their first three years of business is that the owners simply don’t continue to persist in the face of challenges and obstacles.

Yet, often, surmounting those very obstacles can be the key to reaching a level of success that waits on the other side.

In business, persistence and perseverance will help you to keep your eyes focused on your goals and your desired end results. Even though St. Kilda didn’t make it in the re-match, it was a great effort.