Tag: Brand-Building-agency-Pune

It’s Not The Degree Of Difficulty; It’s The Attitude

 Maria, at Customers Are Always, blogs about a nightmare encounter she had with an AT&T rep that couldn’t solve her problem involving a wireless Internet connection.

Prior to the creation of the Internet, the conventional wisdom said that an upset customer would tell 25 people. Today that person can tell 250 or 2500, or 25,000 with one click of a mouse whether it’s a blog, Facebook page, or discussion forum. Maria, with her blog post has just proved that.

AT&T failed miserably in meeting Maria’s needs. No matter how big or small your company is, do you have a complaint resolution process that, at the minimum, meet’s your customers’ needs? Is it part of your culture to tell your customer service staff to go to extra lengths to help the customer?

Last week I was forwarded a complaint from a constituent of ours who is both a volunteer and a donor. She was upset about an e-mail that had been sent to her and she had misinterpreted it. She also mentioned she had a problem.  Her tone was (warning: understatement ahead) rather sarcastic. I could have ignored her e-mail or delegated it to someone else. But I responded in a friendly tone explaining to her how we could fix her problem. A few hours later, she replied in a friendly way and asked me to ignore her earlier tone.

The entire interaction took about five minutes of my time. I’m sure I retained her as a volunteer and donor. Now her problem was a great deal less challenging than Maria’s problem, but even if it had been a lot more challenging, I wouldn’t have given up on her.

Remember, most experts tell us that it’s 3-5 times more expensive to acquire a customer than it is to retain one.

In solving customers’ problems it’s often not the degree of difficulty; it’s the difference in attitude.

How’s the attitude in your business?

Regards,

Glenn

The Learning Curve

 Most people’s work quality does improve with age. The exceptions tend to be in clothes modeling and sports. However, each of us can probably say we make more money than we did 20 years ago. This is of course driven by being better at our profession. Knowledge increases with age for most our lives. It affords us the efficacy (efficiency and effectiveness) to be rated from “very good” to “excellent” at what we have chosen to do.

As we look at our subordinates, we know this applies to them as well. Our people have grown in their skills and it has allowed us more time to work at the important / urgent tasks that drive the profit dollars. Our subordinates of tenure, in turn, earn a higher wage than average.

All this works to our benefit in the construction industry. However, how do we increase this phenomenon to our advantage? How do we speed up this learning curve?

Certainly, this is why all the industry focus on training. Taking some of the curve out of the learning curve is the object of training. To be clear about the construction industry, we are unique. Some of the training concepts that are well accepted in other industries don’t fit us. If we are make training a strategic advantage over our competitors, we must see insights most others don’t.

For my part, I have several observations and some conclusions. As a double check on my work, I can look to the industry for proof although somewhat anecdotal. To be fair, our industry is so fragmented and also mostly privately held, deep research is hard to come by much less conduct.

On other posts, we will examine some of the generally accepted rules for training, and why/why not they drive the result we want.

Things you shouldn’t forget about next time when organizing your business conference

Home » Business Ideas » Things you shouldn’t forget about next time when organizing your business conference
August 16, 2017 Frank Bullock Business Ideas
As a part in an industry, you may want to organize those fancy events where small business owners expand their business network in an effective fashion. We are speaking about business conferences. But organizing such events has never been easy, especially if you didn’t handle those at all previously. We are going to “sell” you an invaluable tip from the beginning, however: find a company specialized in luxury outdoor toilet hire Leicestershire and work with them. Trust us. Below we have more info on this and other amazing conference organizing tips.

Form a conference committee

If you want pertinent staff making the decisions for the conference, then make sure to establish a conference committee. They will make sure that the entire event will take place in a logical manner, and that all activities included in the schedule will be respected as they should. Make sure to establish a conference coordinator. If this is on your budget, hire an event planner. They have the necessary skill and logistics to pull out an amazing event.

Establish your goals and agenda

Define clearly what you wish to accomplish with your conference. Strict goals work better than vague ones. They will shape your further decision, so establish them as well as possible. Stick to a simple and straightforward plan if you want to succeed with your conference. This will give you the peace of mind that anything else has higher chances to develop in a clear fashion. Complex plans don’t seem to work quite as well.

Take care of your attendees’ well-being

We all know that when many people are attending the same event, chaos is only a step further. So, make sure that you take great care of your attendees well-being/ to be more exact, make sure to install some luxury toilets, in order to supplement the existing ones. Nobody ever thinks of such details when organizing a business conference, unfortunately. This is why they have so many people leaving in the middle of the event to visit the bathroom. Breaks are relatively short, and while the bathrooms are limited, not all attendees have the time to reach one.

These are some simple tips all business owners that want to organize a conference should follow. These are all easy-to-follow tips that will truly come in handy in case of such events.

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