Posts tagged "Responsibility"

Communication Customer Service Sales

Exceeding Expectations

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“There are no traffic jams along the extra mile.” Roger Staubach

My first company had the tag line “Exceeding your every expectation”. It was printed on everyone of our name cards and it pushed us to go the extra mile many a time. It is only after some years that I have realized, it does not take much to exceed customer expectation. They do not need elaborate gestures to make them feel special, all they need is to be treated honestly and fairly, to be provided with significant value for their purchase and to have all this done in a convenient and efficient manner.

From personal experience I know that there are many service providers I go to even though they may not be the cheapest, biggest or more convenient in the market. For example, all my computer needs and requirements are dealt with at a small shop I have been visiting for years. You may well ask why anyone would do this, in this day and  age of online ordering and convenience ? It comes down to the relationship I have with the owners of the store. It is good to walk into a store where everyone knows you by name and where you know you will always get that extra attention and exemplary customer service, whenever you walk in and need it.

As part of a startup , you need to identify areas where you can add greater value to your clients. You need to show them that you care about their success as much as they do. These are some of the ways I have used to go that extra mile :

1. Remember your customer’s birthdays and make sure you send out either an ecard or an actual card to show that they matter to your business.

2. Gather as much personal data regarding the customer as possible, such as hobbies, interests, family and  other information that may help you with future conversations as well as personalizing services.

3. Remember to thank the customer at the point of purchase and to follow it up with a note via email or mail, thanking them for their business.

4. Leave extra room for you to exceed their expectations. If you promised 5 days delivery time and deliver in three days, that goes a long way. Remember to leave yourself some wiggle room.

5. Put yourself in the customers shoes and ask yourself what you can do, to make the entire process more personable and enjoyable? Treat your customers the way you would like to be treated.

Going the extra mile is a defining and differentiating factor between good and great companies. Building such a culture from the start will provide you with clear competitive advantages. 

Do you have a special story of how you were wowed by a particular vendor?

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Communication Customer Service Strategy

Learning from Experience

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“Your most unhappy customers are your greatest source of learning.” Bill Gates

We have all been exposed to bad customer experiences. For those of us in the business or corporate world, we have also been on the receiving end when things didn’t work out as expected. That is part of life. Trying to please every customer to their complete satisfaction is a gargantuan and uphill task. However, it is essential to learn deeply from every complaint and put into place systems, which will take care of such incidents in the future. Listed below are a few pointers which should help expedite the learning process:

1. Refrain from pushing the blame onto external circumstances. Sometimes your supply chain gets delayed, it could be a mix up which your delivery system made or bad weather which resulted in your receiving a mouthful from your client. Accept the blame rather than pushing it onto someone else in the organization because that is the last thing an angry customer wants to hear. Once you have accepted the mistake you can go about resolving the issue in a more efficient and effective manner.

2. Extensively document the mistake. This will force you to think and put into a process the actual course of events and why they occurred. I have found the discovery process extremely interesting because you are forced to map out where the entire process started, who was responsible for what, at which stage and most importantly where we need to focus to ensure that the problem doesn’t happen again. It creates ownership in a business and a team constantly striving to deliver their best.

3. Finding the most efficient and effective solution. Once the mistake has been clearly identified the team should reach a collective decision regarding how to avoid a similar issue in the future. Control measures must be put into place and ensuring responsibility for its proper execution is essential. This is a critical step which should be documented and circulated to all team members to show that a decision has been taken.

Such experiences provide a great learning opportunity for the entire team. Once a mistake has been committed there is nothing we can to do to undo it, however , we can set into motion a series of actions which will alter the way we respond to them in the future. With a fanatical focus on ensuring that you cater to your customers every need and make the experience of doing business with you as seamless and comfortable as possible, will garner massive long term benefits.

What was your last customer experience horror story and did your organization do anything about it?

 

Communication Customer Service Technology

Integrate Technology

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“The purpose of a business is to create a mutually beneficial relationship between itself and those that it serves. When it does that well, it will be around tomorrow to do it some more.” John Woods

With escalating costs and the need to constantly maintain bottom line numbers, many companies are switching over to handling customer support services via technology platforms. Interactive Voice Response (IVR), Self Service Kiosks and online knowledge banks have greatly reduced costs for organizations, but, has an over reliance on these technologies resulted in a decrease in overall customer satisfaction?

Like most things in life, balance needs to be kept, so it is with integration of technology into your customer service function. The telco I was dealing with has an IVR service which you need to dial out from your mobile, since my phone was not able to make any outgoing calls the system directed me to another number which did not work either. At this point, I switched to the next logical source for information which was the website. The website did not have any knowledge banks relating to the issue at hand and did not even list the call center number I could call from a land line. In this day and age of web technologies this was disturbing. I ended up having to google several keywords to finally find the number.

The lesson to be learnt is, that focusing all your energy on just one touch point, such as a contact center is not the best of strategies, specially when deploying other web based and self service options are not as expensive. It is true that return on investment is marginal for these strategies, however, they lay the foundation for a much more holistic and comprehensive customer service solution for the future. Leveraging on tools for Customer Relationship Management (CRM) such as Salesforce, ZohoCRM, HighriseHQ can also be effective ways to keep track and even develop metrics around your customer service function.

Either way, as a startup organization you need to develop strategic roadmaps to help you handle customer service requests as you begin to scale. These will involve a number of technology solutions, what needs to be remembered when integrating is:

1. Keep a balance between technology and the human element.

2. Leverage on your website to provide detailed knowledge banks on prior complaints & questions.

3. Develop strategies to store and easily refer to archived customer interactions and data.

4. The ability to escalate complaints which have a higher level of priority.

5. Doing all of this while keeping it simple for the customer.

 

Advice Communication Customer Service Teams

Hiring the Right Individual

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“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.” Anonymous

My extensive interaction with the telcos’ customer service department brought to the fore, the job vs responsibility concept which I have talked about briefly in previous posts. The concept is simple . When you are in hiring or partnering, you should look for individuals who are problem solvers and have it in them to go further than just completing the task at hand in a hierarchial manner. Those who willingly take the initiative to do more than is asked of them for the organization.

Customer service revolves around making all the touch points within your organization as simple, reliable and efficient as possible. Most of the time these touch points will result in a direct connection between customers and the employees of the organization. This is a critical connection, one upon which your business relies on heavily. It is therefore essential, when hiring individuals for this function, that you place relevant emphasis on the personality and temperament of these individuals. Bypassing this process because it has a high upfront cost and no apparent tangible return on investment is shortsighted. In the case of this particular telco, it has over 20m subscribers and a massive network of contact centers. At this point, to re-structure their hiring policies and procedures will be prohibitively costly. This is why a culture for superior customer service must be put in place from the start.

In essence if you are looking to develop world class customer service capabilities, you should hire individuals who:

1. Know the difference between a Job vs Responsibility.

2. Are truly passionate about helping others and problem solving .

3. Believe in the service/product that your organization provides.

These qualities may appear to be simple, yet many companies do not even factor them into the hiring process. Hiring the right kind of people for the job will give your organization the competitive advantage to help the customer choose you!

About Me Advice

Crossing the Rubicon

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The Rubicon, is a river in northern Italy which Julius Caeser crossed in 49BC from which point it was not possible to go back. Crossing the Rubicon hence refers to passing through that point from where return is no longer possible. This may be due to a host of factors, such as, it being physically impossible to turn back, too expensive to go back or that the path is too dangerous. Working with startup companies I find it a most exciting part of the journey when that point of no return is crossed . However, please make sure that before crossing your Rubicon you are doing so for the right reasons.

When I setup this blog on the 1st of January 08 I crossed a point of no return. I let all my readers know that I was going to spend the next year updating this blog on a daily basis with advice and insights on entrepreneurship and life. I did so because I felt that I had a little experience which could help others who are in the process of setting up a company or working at a startup for the first time. From that day onward I had a responsibility to everyone who was reading this blog to make sure that at the end of every week I gave some advice which could be potentially helpful. It doesn’t make a difference if I have one reader or a million, my responsibility remains the same. Eleven weeks later writing my blog has become one of the most fulfilling part of my week.

If you are on the verge of starting your own business, deciding on a certain career path or even getting married, the one thing which you keep in mind before making these big decisions is “do it for the right reasons”. You shouldn’t let anyone force you into such decisions Look at them from all perspectives, align them with your value and belief systems and when you make up your mind ,cross your Rubicon without a whisper of a doubt.

Advice

5 steps to follow when doing business with family or friends

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“It is an immutable law in business that words are words, explanations are explanations, promises are promises but only performance is reality.” Harold S. Geneen

Getting into business is like all other major decisions you have to make in life. Like all complicated decisions there are factors which tend to have a more pronounced impact on the decision. Going into business with friends and family is one of those factors. In my experience these tend to be a lot trickier than standard business agreements because they come with their own baggage. Over the years I have been adviced and have learned how to deal effectively with the issues that arise when you go into such a business venture. I hope this will be of some help to you if you are planning on getting into business as well. If there are any other factors which you think should be included in this list please let me know.

  • Business Plan Development: Never fall into the trap of getting started with ‘just’ a business idea. Sure you have a greater level of trust with your business partner but that does not mean you would exclude putting down on paper what it is that you plan on achieving through this business. The process of putting down on paper what your idea is, clarifies it, identifies key areas which you need to work on and possible pitfalls you may face. This is a step which needs to be taken before you start any venture. To read more about business plan development please click here.
  • Commitment Levels: With a business plan in place you will now be able to judge with greater certainty how much money, time and effort is going to be required by the business. You need to put down clear parameters at this stage as to what each partner is supposed to do. This level of commitment needs to be clarified from the start or you will have an unbalanced partnership which leads to a multitude of problems further down the line. To read more about how to set commitment levels please click here.
  • Candor: Establish a culture where candour needs to be an integral part of the venture. The worst thing you can do for yourself and your business would be to keep all the things you want to say to yourself. This will lead to frustration, under performance and morale issues which can jeopardize the success of the business. A culture where you can be open, state your opinions and be comfortable will help you form a considerable competitive advantage and will enable your company to make difficult decisions with a lot more ease. To read more about candor please click here.
  • Noise Levels: When you set to do business with friends/family you need to keep external noise levels under strict controls. Noise levels refers to the interference in the business by members of your family or friends. When we divulge too much information outside the core group it ultimately comes back to the core group in a completely changed form. This could lead to several problems between partners, frustrate the team and affect the overall morale. To learn more about how to keep noise levels at your company please click here.
  • Equity Splits: This is an issue which is at the core of most problems which are faced by all companies but more so in businesses where friends and family are involved. We tend to be a lot more generous just because a business partner is a cousin, friend or relative. You need to correctly assess what the partners contribution will be and then use a simple model to figure out how much the partners stake is actually worth. To read more about the formula to calculate a fair equity split please click here.

Doing business is tough, especially when it involves family and friends. These couple of steps should provide a basis for a solid framework which would help you work through problems in a structured and fair manner. These steps should be taken as a frame of reference and can be adjusted for your actual scenario. If you require any advice or feedback please let me know and I will do my best to see if I could be of any assistance.

Advice

Equity Splits

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“Lets all split it equally”. There are many people who agree with this and quite a few who don’t. I am with the latter group. I have been part and am still part of ventures where equity has been split equally from the word go. If there is one reason why this is done so widely it is, ‘lets not ruffle any feathers’. The other train of thought is that since the company is only an idea right , lets see how it develops. I used to think that way too, until some of the companies I was with got reasonably big or some partners became way too complacent. Thats when I realized this doesn’t work.

Since we are creating a culture of being candid I think it should start from the word go. When looking at splitting equity there are a couple of factors to consider when doing the split:

1. Money to be invested

2. Time to be invested

3. Experience of the partner

So lets take an example:

Three partners are setting up a consultancy. The business requires substantial experience and industry knowledge as well as a large amount of time commitment. Looking at all the factors, they come to the conclusion that each factor should get a certain weightage; Money (18%) Time (48%) Experience (34%). All partners decide that they should split the investment money equally. Time wise the split would be 50/30/20 and experience wise it would be 55/25/20.

Thus you would get:

Partner A ( 6% + 24% + 18.8%) = 48.6%

Partner B ( 6% +14.5% + 8.5%) = 29%

Partner C ( 6% + 9.6% + 6.8%) = 22.4%

Allocating weightage to each of the factors can be mutually decided by all partners to be set equally or using a range of values. I feel this brings more fairness into an equity split and puts pressure on those individuals with greater shares, to deliver more to the team.

There are many permutations which could be added to bring a greater level of equality among the shareholding when time is being spent equally by the partners.

This model should provide a starting point to bring more objectivity into the equity splitting process. If you have any questions please let me know.

Advice

Noise Levels

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“Go placidly amid the noise and haste, and remember what peace there may be in silence. As far as possible, without surrender, be on good terms with all persons.” Max Erhman

When I refer to noise I am referring to the level of direct or indirect involvement of people from outside the core team. In my experience noise level reach unacceptable levels especially in family/friend businesses, when you share information regarding progress, performance and difficulties you are facing with your immediate circle. It starts with you sharing with your wife, girl friend, mother, father or other, how person X is just not pulling their weight in the team thereby causing problems. This then turns into the game, telephone , the next person who hears about it will get a distorted version and it continues to become worse. The problem now is, that if it is a family business or close friends, this news is going to get around and things then tend to get ugly between you and partner X.

The same also holds true if you are going through a dry patch and facing some cyclical difficulties with your business. Over the years I have incorporated a much higher level of candor in the organizations I work with, to keep the level of noise to the bare minimum. This factor needs to be controlled very tightly to insure the livelihood of the team as a whole. All partners especially if they are closely related should keep strict controls on what is to be shared outside of the core group. It is has dramatically relieved stressed levels and has made everyone more comfortable with talking things out among each other.

Advice

Candor

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“All faults may be forgiven of him who has perfect candor.” Walt Whitman

Working with friends and family, I have learned first hand, that if a culture for candor has not been established from the word go a lot of things will be left unsaid. When objectives are not clear and results not delivered a team gets frustrated. When you are frustrated there are many things which need to be said but because of the close connection with your partners get left unsaid. I now find this unacceptable and before getting into any new venture I make it clear that we have to create a culture for candor and honesty right from the start. This is undoubtedly often uncomfortable, but it is easier than leaving things unsaid, which is a sure way to doom a partnership .

Being brutally candid is difficult, and often goes against what a lot of us grew up believing. The fact of the matter is that being part of a startup is not the easiest job in the world. Being candid allows your true opinion out on the table. More active participation in discussions is possible in such an environment. When partners discuss ideas in an open and candid manner you are developing a key competitive advantage against larger more conventional organizations. Make candor part of your business today no matter which stage you are in, to see the dramatic effect it can have.

Advice Partnerships

Commitment Levels

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“There’s a difference between interest and commitment. When you’re interested in doing something, you do it only when circumstance permit. When you’re committed to something, you accept no excuses, only results.” Anonymous

Once your business plan is done you should have outlined just how much work is going to be involved in it. This is when you need to get everyones commitment levels locked in. This is advice I would really liked to have got for a couple of my initial ventures. It is really easy for everyone to over commit initially when things are new, exciting and full of prospect. The fact of the matter is, that being part of a startup is hard. Trust me on that one.

There is no space for excuses, lethargy or complacency at a serious startup. If you require balance or clearly defined work, home and friends time, a startup may not be the best place for you. I think this point has to be driven in really well at the beginning, especially if you are going into business with friends and family. The reason for this is that later on it is much harder to tell someone off when they are not contributing enough or their productivity levels are not at par.

Maybe I am a little harder on this fact as compared to others. Having been in partnerships where your partners don’t perform is irritating. At the same time no clear commitments were set early on so you can’t say anything as well. Tackling this problem right from the start you should:

1. Set up areas a partner is responsible for.

2. Set clear goals and milestones to be achieved.

3. Set clear time requirements which need to be dedicated.

4. Set performance reviews on a regular basis to appraise performance.

When you have a system in place where everyone is accountable for certain actions you create an environment which is result oriented. If your division isn’t hitting its goals or milestones the responsibility falls on you.

Make sure everyone signs up for as much as they can handle. Don’t say stuff like I will handle Sales & Marketing for the company. Tell everyone what your plans are for the division, how they will executed, what is required from the rest of the team and how much time you are going to dedicate to the division. Now you have a clear and measurable commitment.