Quality for a lifetime
February - March ‘09
Entrepreneurship Working for yourself or Staying Employed
Investing wisely 6 Keys to Start a Successful Business
Management ~ What not to say to the customer ~ Hiring a new employee
Quiet Time You’re fired
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Editorial
Glass balls, not rubber ones
Managing Editor Wangari Kimani-Maina Advertising Executives Frederick Mwarangu
A
Nahashon Mithanga Content availed by Sally Hetherington Susan Bowles Mike Werling Eve Gumpel Jeff Wuorio Wangari Kimani-Maina Design and Photography Frederick Rukungu
s I write this editorial the man to whom this financial crisis is attributed in the US begins his 150 years in a jail cell. I only wish he can live that long to see how damaging his actions have been. I mean how do you take people’s money in the name of investing it and when they come back for their supposed gains in sale of shares, you take the money from other investors and give them? Beyond that you even hire unknowing people to cook figures to make it look like legitimate business! Lives are ruined by one simple thing—GREED!
Nahashon Mithanga
Anyway, if there is a lesson I learnt from an observers perspective is that you ought to have life’s shock absorbers; ability to move on from disappointment; options to pick from.
Distribution & Circulation Eagle Afric Holdings Ltd. Published by:
In this edition, we have an exciting content collection. Picking from Einstein some entrepreneurial skills, we move on to burst bubbles on the idea of working for oneself. We also get to understand what to never say to a customer. Has it ever happened to you? Salespeople give you a look that highly suggests you could have done better staying away from the shop. You should be grateful it has never been voiced.
Eagle Afric Holdings Ltd. P.O. Box 24329, Karen 00502 Tel: +254 020 3597825 E-mail: info@esteemedonline.com Copyright Information Esteemed is a bi-monthly magazine published by Eagle Afric Holdings Ltd. Views expressed in the articles and contributions are not necessarily those of the publisher. All rights reserved. While every reasonable effort has been made and precautions taken to ensure the accuracy and integrity of the content herein, neither the Esteemed team, nor its advertisers, nor printers can accept responsibility for any damages or inconvenience that may arise there from. The views expressed within the publication are those of the authors exclusively and not necessarily those of the Esteemed owners. Any material sent to us will be treated as unconditionally assigned for publication and may or may not be acknowledged as receipted. This material will also be subject to scrutiny for unrestricted editing and commentary at the discretion of the Editorial team. All content, including adverts created by Esteemed are Copyright of Eagle Afric Holdings Ltd. and may not be recreated in part or in whole without prior consent of the publishers. Copyright ©
As you read through this edition, we encourage you to open your eyes to the realities of life. The possibility of losing your job, the possibility of being the only man standing when your company retrenches; the possibility of landing on that one idea that propels you out of poverty despite the harsh economic times; the possibility of your enterprise falling flat on its face thanks to unethical business, men. Whatever is coming your way, remember this much: it is the love of money that makes us so greedy an unethical in business. Money in itself is good, it’s peoples attitude that makes money a monster. Thank you for your continued support and for sure, you guys are just the greatest readership an Editor would want to develop with. Keep that feedback coming! With lots of love Wangari
Editor’s pick quote “Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, Who am I to be brilliant, gorgeous, talented, fabulous? Actually, who are you not to be? You are a child of God. Your playing small does not serve the world. There is nothing enlightened about shrinking so that other people won't feel insecure around you. We are all meant to shine, as children do. We were born to make manifest the glory of God that is within us. It's not just in some of us; it's in everyone. And as we let our own light shine, we unconsciously give other people permission to do the same. As we are liberated from our own fear, our presence automatically liberates others.” -- from A Return to Love, by Marianne Williamson
Myths and Truths about Working for Yourself
Entrepreneurship Vs. Employment
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Source: http://www.bizland.co.za/articles/ent/ mythsandtruths.htm by Sally Hetherington
A lot of people decide to go into the home business environment with a lot of false hope, thinking that working for themselves will be a piece of cake. Be aware of the many myths surrounding working for yourself and consider how you will deal with the realities‌ Myth: I won't have to work so hard and I can cut down my hours Truth: Chances are that you will work even more hours than before and certainly much harder, however the upside is that you will be doing it for yourself, not someone else. Working to achieve your own dreams and goals will make you more enthusiastic, which will hopefully overcome the exhaustion that you may feel! Myth: I can make a lot of quick money by inflating my prices Truth: You will be working in a competitive environment, competing against established companies. Customers after all will not only shop around for the best deal, but will also take quality and
service into account. While you will have the freedom to set your prices as you wish, your customers will still make the final decision. Myth: I will have a lot more free time Truth: While you will be able to work out your own schedule and work flexible hours, in order to get your business off the ground, you will certainly have to put in many hours, particularly at the beginning, until your business is established in the market. Working for yourself might also mean doing everything for yourself, from filing to banking to dealing with clients, which will leave little time for yourself. Myth: I will never have to report to anyone again Truth: While you won't have a boss in the traditional sense of the word, you will still be accountable to your clients and potential customers, each of whom will place different demands on you. If you can keep all of these people satisfied, you will be on the road to success. Myth: I can pick and choose what I want to do Truth: Unlike the normal office environment, there will not be specific people assigned to certain tasks - you will have to do it all, no
matter how boring. All businesses come with a fare share of administration, and it is essential that you keep this up to date - falling behind could mean lost files, lost messages, and lost clients! Myth: Having my own business will limit my potential Truth: While you certainly will be under more financial constraints than established companies, your success depends on how much time and effort you put into your business. Remember that there are always people out there to help you - if a client needs something that is beyond your expertise, hire a temporary contractor to complete the job. Remember, having your own business is hard work. What you put in is what you get out. Don't be put off by the initial trudge - it will take you at least 2 years to get things off the ground. But keep at it, once you have got things going, you will be in a position to get permanent help, and provided that your client service remains at a high standard, a steady income from existing clients will give you the space to expand your business and focus on your core activities. When in doubt, do your research and ask for advice.
Ten strategies to stay employed
Working for yourself or Staying Employed Source http:// www.perfectingconnecting.com/ december2002.html By Susan Bowles
Something was up at work. Her manager wasn't talking to her; her Fortune 100 company was downsizing; and she feared for her job. Drawing on the contacts she'd made over the years in other departments, she wrangled an internal transfer. Good thing. Her original job was cut. If she'd hunkered down, kept her mouth shut and hoped for the best, she'd be unemployed. The employee - a friend of career expert Sarah Michel - followed a cardinal rule in the career wars: Be alert. Know what's going on in your company and note changes in how people treat you. "There are just no guarantees anymore," says Michel, owner and president of Perfecting Connecting in Colorado Springs. "You have to have an entrepreneurial attitude."
Be aware of signs you or your department may be on its way out: Are you getting passed over for assignments? Are you hearing about meetings you weren't invited to? Is your manager avoiding you or going to your team directly? Have you been taken off a committee or special project? Has the money earmarked for your department dried up? Are you hearing rumors your company is downsizing, your department may be ab-
sorbed by another or your role is under scrutiny? If any of these red flags hits close to home, you aren't necessarily destined to lose your job. But you are going to have to reestablish yourself. Use these 10 strategies to stay employed: Ask: Go to your manager, your boss or your boss's boss. Tell them what you've observed, then ask if your perceptions are correct. Is this a performance issue? Is there a skill you're lacking? Is there another opportunity within the organization that might fit your strengths? "Be willing to have the difficult conversations," says Susan Bixler, president of The Professional Image in Atlanta. Seek help: Approaching a superior about your shortcomings can be intimidating. So ask a trusted colleague to help, Bixler says. Practice approaching your boss by role-playing with your co-worker. Listen to what colleagues are saying. "Most people just get so rigid when they're scared," Bixler says. Get noticed: Networking inside your organization can go a long way toward keeping you from being devalued, Michel says. Look for opportunities to volunteer and pick your projects wisely. Planning the office Christmas party won't enhance your career like sitting on a CEO-led committee to upgrade the company's computer system, Ryan says. The goal is to meet and prove your value to as many managers and staff as possible. This will enhance your reputation inside the firm and help if you do find yourself looking for work. Folks outside your department can be valuable job references. Generate ideas: Come up with two or three strategies to improve your job or department, and then take these to your boss. "People who get ahead don't sit back waiting for the boss to think of ideas," Ryan says. "You've got to initiate." Dress the part: If you feel unappreciated or fear for your job, it's tempting to adopt a low profile. Don't
make this mistake, Bixler says. Dress well to meet any customer, vendor or person in the company without apology. The effort will boost your confidence and communicate professionalism. Note your behavior: Take stock of your behavior. Do you make eye contact? Speak in an appropriate tone? Don't let job uncertainty cast you as a victim. And don't let it fester into a bitter, put-upon attitude. "Get rid of the cynicism," Bixler says. Don't get defensive: Companies want energetic employees who put the business first and consistently add value. Instead of sulking, look at your performance through your supervisor's eyes. "If I were my boss," Bixler asks, "would I keep me?" Build an accomplishment file: Keep any letters or e-mail from customers, vendors or coworkers that praises your work and build a "pat on the back" file. This will offer evidence of your value to the company and it also logs accomplishments you can transfer to your resume. Be prepared to wait: Don't expect to make a sudden comeback if your corporate value is in question. Repositioning yourself takes time and effort, Ryan says. Give yourself six months to a year to change perceptions and make up lost ground. Keep your resume updated: People leave companies for many reasons. Even stellar employees can be forced out if their companies change direction, merge or divest. Be prepared: Use that accomplishment file to update your resume every few months. Never assume you have total job protection. "Don't think you're indispensable because everybody likes you," Ryan says.
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Business Principles
10 Traits Entrepreneurs and Einstein Share Source: http://www.entrepreneur.com/ greatminds/article197836.html You don't have to be a theoretical physicist to share a few character traits with Albert Einstein. Heck, you don't even have to know what theoretical physics means. By Mike Werling
"You're no Einstein." How many times have you heard that in your life? When people have compared you to the great thinker, has it been in the spirit of sarcasm--Nice one, Einstein? Albert Einstein has become the benchmark by which everyone measures intellect, though few understand what made the man tick. Throughout his long life, the creator of E=mc2 indicated what he saw as the path to success through his words and actions. Entrepreneurs have more in common with Einstein than they think. Many of the traits that led him to be named Time magazine's Person of the Century drive people to create businesses. Do you see a little of Einstein in you? Imagination: Einstein said, "Imagination is more important than knowledge." The fellas over at Google had all the computer skills and knowledge they needed to have successful careers in some firm's IT department--along with tens of thousands of other techies. What makes Larry Page and Sergey Brin household names is the fact they imagined there was a better way to search the web, and then they created it. Always questioning: "The important thing is not to stop questioning." One of the most important questions an entrepreneur can ask is How can I make it better? Whether you offer a product or a service, improving it is the only way to attract new clients and retain existing ones. While Phil Knight was marketing Nike to the top of the athletic-shoe sales heap, Bill Bowerman tinkered with the shoes' designs and made sure Nike footwear was on the cutting edge of innovation. How can the new model, Bowerman wondered, be better? If Einstein had stopped questioning, we would have been left with his thoughts on relativity instead of an entire theory. Old problems, new ways of thinking:
"We can't solve problems by using the same kind of thinking we used when we created them." In the 1940s and '50s, book publishers printed paperback books based solely on hardback titles that had lost momentum; Ian Ballantine created Bantam Books Inc. to do just that. He soon realized he was limiting his profit potential by sticking to the old way of thinking. He decided-much to other publishers' and bookstores' chagrin--to produce original paperback titles for mass-market sales. Sixty years later, both models still exist. And Ballantine likely would have jumped at the chance to offer books electronically. Intuition: "The only real valuable thing is intuition." Einstein worked in theoretical physics; he had to trust his intuition to move forward on anything. Entrepreneurs do the same thing every day. Intuition told Richard Branson the Sex Pistols were worth signing to a fledgling Virgin Records. Intuition told Hugh Hefner men would pay for a magazine filled with high-quality articles and fiction writing that was interspersed with photos of nude women. (Or was it the other way around?) Trusting one's gut led to many of the 20th century's greatest advances. Strong positive attitude: "Weakness of attitude becomes weakness of character." In the early 20th century, greeting cards were given for Christmas and Valentine's Day. In 1915, a few weeks before Cupid's favorite holiday, a warehouse fire destroyed J.C. and Rollie Hall's entire inventory of Valentine's Day cards and left them $17,000 in debt. They borrowed money, purchased an engraving firm, designed two new cards and printed them in time for Christmas. Nearly a century and countless new ideas later, Hallmark Cards sets the industry standard. Naps: Einstein was supposed to be a big believer in midday siestas to recharge the brain. Some companies--Google and Nike, to name two--have created nap-friendly guidelines for their employees. There may be a lesson there for up-and-coming entrepreneurs. Other entrepreneurs have utilized naps in a different way: bringing napping
equipment to the workplace. No lie. MetroNaps installs sleep pods in companies' buildings for employee use. Rise above the mundane details: The stories of Einstein having a closet full of the same suits are exaggerated, but the point of the story is made: He didn't want to spend intellectual and chronological capital wrestling with one of life's mundanities. The definition of mundane details will vary from person to person--you say spreadsheets, I say boring--but know what you consider mundane and hire someone to take care of those tasks before they get neglected and drag the company down. Howard Hughes-before he lost the keys to his sanity vault-didn't like the administrative day-to-day duties of the company he inherited from his father. He hired someone to handle it, and that person turned Hughes' $1 million company into a $75 million empire. The other lesson there is "hire well." Willingness to try new things--and fail: "Anyone who has never made a mistake has never tried anything new." Just ask the people at Coca-Cola circa 1985. The Coke folks realized the error of their ways and reinstated the traditional formula, but many of their other forays into new flavors--cherry and vanilla to name two--have proved to be huge successes. Maintaining balance: "If A is a success in life, then A equals x plus y plus z. Work is x, y is play and z is keeping your mouth shut." Notice Einstein didn't put absolute amounts on each of his variables. I doubt that was accidental. He knew the ingredients to success; he also knew the formula was going to change from day to day. Whatever the ratio of x to y to z, entrepreneurs cannot forget Y. Stay on top of tech: Early in his career at the Swiss Patent Office, Einstein was passed over for a promotion until he mastered the technology of his day: machines. The entrepreneurs who are remembered at the end of this century will be the people who maximize the use of technology. What is the next internet? Where will communications be in 25 years? How will information be delivered, and on what devices? The people who figure out the answers to those questions will be entrepreneurs at the forefront of their industries.
Badges that make a difference For those who have seen and used our badges, the feedback is generally the same. People like and cherish personalized items. Students will gladly wear a badge with their name and declare their achievements. For the young boys in games, it means a lot to have a badge that says - Best game scorer! For those events that last a lifetime such as the international Women’s day - it feels great to spot a colorful badge saying I am proud to be a woman Badges say what is in your heart, what you are proud of and that is what Kilimara badges do. We bring out your heart’s message at the most affordable cost with the highest quality possible.
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Investing Wisely
6 Keys to Start a Successful Business Source: http://www.womenentrepreneur.com/2009/02/6-keysto-start-a-successful-business.html An entrepreneur explains how you get ready to start your business By: Eve Gumpel
Maria Contreras-Sweet often hears friends and acquaintances eager to quit their job say they want to start their own companies. But the successful entrepreneur and bank owner counsels them to wait. "Do some things in the evenings, on weekends and holidays to push that business forward so you're not burning through your own capital," she recommends. "I began to do research while I still had my corporate job because I didn't want to be on my nickel any longer than I had to be." Contreras-Sweet is a former corporate executive and one-time government official. She was Westinghouse's government affairs officer for 15 years. She started her own public affairs agency and served as secretary of business, housing and transportation in California Gov. Gray Davis' administration. In November 2006, she started Promerica Bank (short for Promise of America), the first Hispanic-owned bank in Los Angeles in 35 years. Contreras-Sweet advises would-be entrepreneurs to explore their proposed business concepts carefully. Here are six things to consider regarding proposed business concepts:
Is your concept unique? Entrepreneurs start as small fish in a big pond. If you're planning to start a business, ContrerasSweet recommends you ask yourself these questions: "What's my niche? How do I distinguish myself in the field? What's the innovation here? What am I fixing that isn't fixed today? "People want innovation," she says. "They're looking for a distinction, something new, something cutting-edge." Otherwise, you blend in with everybody else. network with ‌ "disciples of change"-people who're talking about and promoting your product and thus spreading the word about your company
Do you have barriers to entry? Consider whether someone can easily copy your idea. "What if someone comes along with more marketing resources and takes your work and makes it larger?" ContrerasSweet asks. "Make sure you've trademarked [and] registered it. What can you do to make yours special that somebody else can't do?"
Choose an emerging market: In the tumultuous economy, "You want to be in a place that is growing. You want to be in a place where it has potential to have a long-term viability," she says.
You need a good network: Contreras-Sweet says your network should include your personal confidential network, like a good lawyer, accountant and marketer, along with friends and people who'll give you a discounted rate until you grow your business. Also network with what ContrerasSweet calls "disciples of change"--people who're talking about and promoting your product and thus spreading the word about your company. You can create your network while still in your job, getting involved in organizations that include your target customers. If you're a government affairs consultant, for example, you might want to hang around legislators. If you're selling dolls, she recommends connecting with children's organizations.
You have to have passion: "I call it passion, but it really is endless energy," ContrerasSweet says. "You have to get up early, work late. It takes a lot of passion, a lot of energy; it takes a lot of yourself. I always say to women that we have to take care of ourselves first, so that we're refreshed--that we have the energy." "I find too many of us as women are so giving to our spouses, to our children, to our extended families, to our parents that we forget to take care of ourselves. So how could we possibly bring passion to the workplace when we're exhausted?" she asks. Instead,
avoid draining yourself, and make sure you take care of yourself before taking care of everything else.
Have good credit: In this downturn, people aren't managing their credit. You need to call creditors and rework your payment schedule or ask them to work with you on the interest rate. "You've got to maintain a good relationship with your creditors. Good credit is also fundamental to getting loans. "When you have crummy credit, you have to go to private equity or angel financiers or venture capital. Then you're giving someone else a part of your company because you don't have enough credit to take out a loan." She likens equity capital to marriage. "Once you receive equity capital from somebody, you can't fire them," she says. "Equity partners are there for the
Starting a business isn't a sprint," It's a long, long run long haul. You can't get rid of them that easily. They're part-owner of your business." Along the same lines, Contreras-Sweet advises would-be entrepreneurs to understand the financial inner-workings of their business. "Know how to price your product. Know what your margins are. Know what to set aside for research and development. Pay your bills on time," she says. "Master it before you delegate it to somebody else. You need to know as much as the CFO about how your biz operates and its financial condition." Since starting the bank, Contreras-Sweet has embarked on a long journey, but she's come a long way. "Starting a business isn't a sprint," Contreras-Sweet says. " It's a long, long run, so pace yourself."
"When you end the day, decide tomorrow's most important task and leave only that task on your desk." - Elizabeth Hagen / ElizabethHagen.com
Human Relations
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Hiring a new employee - do it right the first time! Source: http://www.bizland.co.za/articles/employ/ hiringright.htm by Sally Hetherington
When hiring a new employee, you are always taking a risk. Will the candidate turn out to be as good as he or she appeared in the job interview? Sometimes you have a gut feel that tells you that this person is perfect for the job, but after spending much time and money on the person, things start to go wrong, and you wonder how you made such an obviously bad choice. To hire correctly, you need more than a gut feel to help you. Here are some tips to help you along... Recruiting Be careful when placing an advertisement in your local paper as this can prove to be a waste of time and money.
You need to word your advert carefully and target it to the particular type of person you need. It is not enough to simply state the computer literacy, basic duties and salary range, as this will draw a huge response of unsuitable candidates. Think about the personality traits and special abilities needed for the job, and include phrases like "highly organized" and "can work under pressure" to attract competitive people and put off less assertive candidates (depending on the position). Be careful, however, not to discriminate against candidates by specifying age, sex, race, marital status, etc., as this goes against current Labour Law. Using the Internet The Internet is becoming an increasingly powerful recruiting tool, with more and more job seekers searching for employment on the many field-specific pages. Treat the Internet in the same way as you would the newspaper, in that you word your advertisement carefully to attract the right candidate. Take a look at the personality traits of your current
top employees and keep these in mind when writing your advert - after all it is easier to teach people new skills than change their personalities!
Preparing for the interview The interview is one of the primary means of assessing a candidate, however many interviewers have not had much practice and improvise the entire process without preparing ahead - this is a big mistake. You need to prepare and structure your interview, so that it feels more like a comfortable conversation than a question and answer session. Creating a relaxed atmosphere will help the candidate to open up and you will learn more about him or her. It is important to read through the Curriculum Vitae before the interview - never look at it for the first time in front of the candidate. Plan some questions and note areas of concern - be aware of what the CV doesn't reveal:
Dates of employment: make sure that the candidate has listed months as well as years. For example they may put 1994 to 1996 - there is a big difference between December 1994 to January 1996 and January 1994 to December 1996 - 2 years in fact!
Gaps between employment: question dates between employment - perhaps the candidate is hiding a position in between that ended badly.
Career advancement: make sure that the employee changed positions as well as employers. Someone who doesn't move for increasing responsibilities may be unambitious or non-committal, lacking direction.
Credentials: Make sure that candidates who claim to have attended a university or college completed their course, and ask for proof thereof.
Questions Preparing a list of questions beforehand will prevent the interview from becoming a lengthy regurgitation of what is already on the CV. Preparing a list of questions beforehand will also help you to ask every candidate the same questions, offering everybody a fair chance. Use open-ended questions rather than those that will elicit a "yes/no" response, allowing the candidate to share more information with you. Checks This is one of the most important steps in the recruitment process, as it can not only protect you from a fraudster, but also other employees, customers and your business in general. Verify the validity of all certificates and if necessary do a credit and criminal record check for positions that will involve dealing with money. Contact previous employers and ask about work performance, how the candidate handled stress, relationships with co-workers, etc. One of the most impor-
What is your greatest achievement?
What frustrates you at work? Give me an example of a particular incident.
What are your strengths and weaknesses? (be aware of people who say they have no weaknesses!)
Tell me about a time you made a mistake at work. What did you do to rectify this?
How do you handle a crisis? Give me an example.
Why did you leave your previous position?
Tell me about your ideal working environment.
How would your colleagues describe you?
tant questions to ask it whether or not the previous employer would ever consider re-hiring the candidate - this will tell you a lot about the candidate.
Review Once you have conducted the initial interview and checked all references, review all the information that you have. Make a short-list of potential candidates and call them in for a second interview if neces-
sary, perhaps with other members of your management team to get a balanced view. The offer of Employment Finally, make the appropriate candidate an offer. Once the terms have been agreed upon, put everything in writing to be signed by both parties - this will prevent any future discrepancies. And don't forget those candidates who didn't make it past the interview stage send them all a letter of thanks and wish them luck for the future.
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Fluent in English and Swahili (other languages will be an added advantage) Easy going Professional outlook/ etiquette Driven to get ahead and a self starter. Applications deadline: May 15, 2009 Please send your application to: The Managing Editor Esteemed Magazine P.O. Box 24329-00502 Karen, Nairobi E-mail: info@esteemedonline.com Tel: 020 3597825
Customer Relations
Page 9
7 things never to tell your customers http://www.microsoft.com/smallbusiness/ resources/management/small-businessmanagement.aspx#thingsnevertotellyourcustome rs By Jeff Wuorio Sometimes, it feels like I live in verbal snafu central — at least when I'm in earshot of some business owners.
sorts of remarks, comments and faux pas at businesses of all types and sizes, but that doesn't mean we should. Here, based on my own stumbles down the rocky road of verbal miscues, is just a sampling of things that a client or customer should never, ever hear at your business: 1.
"Why are you doing that for him?" This is pretty much what the hardware store owner's flip remark meant. It may seem ludicrous to say it, but service for a customer — be it run of the mill or beyond the call of duty — should never be questioned in front of the person with the
Recently, I stopped at a local hardware store for a new bolt for a wheelbarrow. The only metal pin they had was too long and a clerk gladly volunteered to cut it down to size. As he was sawing away, one of the owners waddled past, scowled and snapped: "Doesn't he have a hacksaw at home?" Granted, we've all been treated to these
3. "What an idiot that last guy was!" Said by one grocery clerk to another as I stood ready to pay for my kids' Cheez Poofies or some other such vile snack. Needless to say, not every client or customer is cherubic in word and deed, but commenting on them to another employee — or, even worse, a customer — is gossipy and grossly unprofessional. If you or any employee ever bad mouths a customer out loud, scarf down the nearest bag of Cheez Poofies. It'll likely never happen again. 4. "We don't have it." However succinct, this is a repeat offender, said most recently when I asked a pharmacy clerk if they carried a particular brand of toothpaste (after her four-word reply, the clerk stared past me glassy-eyed as though
she were looking for ships on the horizon). Of course, businesses run out of stock or may not offer a certain service or item, but just hearing "no" or words to that effect is tantamount to adding "And stay out!" Don't leave things hanging like that. Instead, make sure you offer customers alternatives to what they want. You may be able to sell them on an equally useful substitute. You can even sow some goodwill by referring them to other stores or competitors. 5. "What a ______ name." (Choose "different," "funny," "unusual," "bizarre," etc.) Don't misunderstand me. I know I have a, shall we say, esoteric last name. But I don't adore the attention I get when an insipid nitwit callously editorializes about my family moniker. Not sensitive in the least. Not me. But not
credit card in hand. Not merely rude, but also indicative of a businessperson who either doesn't know what customer service is or doesn't give a hex nut whether her employees provide it or not. 2. "Are you sure you can afford this?" On a visit to a nearby greenhouse, a manager cajoled an employee to "make sure he knows how expensive that is" before she unraveled a roll of garden liner for me to inspect. That sort of remark effectively questions a customer's capacity to pay for a particular item, not to mention showcasing a laziness to display wares that may end up back on the shelf. That's not to say you shouldn't do customers the courtesy of letting them know something is expensive, but don't do it with the connotation that it's probably beyond their means. everyone is as thick-skinned, so make it a policy never to remark on a customer's name, as even well-intentioned curiosity may come across inappropriately. Instead, it's far more politic to ask how a person's name is pronounced correctly.
6. "I haven't a clue about what I'm talking about, but I'll ramble on regardless." This is the Brand X version of any number of ill-conceived remarks, ranging from the bank clerk who loudly gives a customer her mutual fund recommendations ("I hear you can make money in them!") to the doctor's office receptionist who tells a patient that she may need a biopsy.
Don't strangle your employees' eagerness to help clients and customers, but urge them to stick to topics and advice with which they're familiar. And, if they don't know something, make certain they refer customers to an employee who does.
7. "I only work here." This cliché — most recently uttered to me by a waitress after the wrong meal was delivered for the third time — should be forever buried beside zoot suits, no-pest strips and other Byzantine relics of the past. In four wretched words, an employee conveys a complete absence of enthusiasm or involvement, let alone a willingness to address a problem. Instead, make certain your people know that there's likely someone else available who can tackle something that is beyond their means. In our next Edition - 7 tips for excellent customer service Having understood and practiced what not to say to your customers , gain some elegant tips on how to treat your customers. Just a taste of this extraordinary service is the rule, not the exception. Anything less, and they're happy to vote with their feet and their wallets
Often, being extraordinary means offering someone a truly exceptional experience
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Quiet Time
Page 11
You’re fired Everyone who is employed does not like to hear these three words – “You are fired”. No matter the terminology used, the meaning and end result is the same – Your contract has expired; donor funding has ceased so the project is over; we are downsizing; we are restructuring; we are cutting down on costs; we are relocating the company and cannot transfer you to the new company; we have to let you go; we are offering you an early retirement option, etc. The end result of all these words and many more is that you go home and no longer hold a job at that establishment. For me, the only time I look forward to hearing those words is when they are being used by Donald Trump on the Apprentice Show. In this age of global financial meltdown and low numbers that result in suspension of operations, outsourcing and mergers, the thought of being out of a job is not an alien one. I would rather the reverse which is a “Dear sir, hereby tendered is my resignation”; but even then it had best be in the most respectful and pleasant of ways. Why? Because if it doesn’t work where you are going, you will have to eat humble pie and go back to the same employer. Worse still, like it happened to an old friend, you might tender your resignation for greener pastures and as you go to sign the paper work in the new office, you find that the chairman of that company is your ex-boss So what do you do in the possible loss of your job? 1st Pray, pray and pray again Needless to say, praying to God is the first thing you have to do when you get up in the morning and the last thing you do when you go to bed. If you can make a prayer as you work in between, even that is encouraged. Why? It is through prayer that we ask, seek and knock and through persistence, we shall ask and it will be given to us, we shall seek and we will find, we will knock and it will be opened. 2nd Remember JOB translates to Just Over Broke Thankfully, that job you are afraid of losing, makes it possible for you to pay the monthly bills, get entertained at the local pub, and keep your family together. Unfortunately, if it is your only source of income that is what it will continue to do for you. It serves to keep you just above the poverty line and relying on it to enable you drive a heavy car or have your wife shop designer wear, will remain a dream.
Imagine a CEO appointed by a board of directors is fired. Do you think his kids will continue learning from prestigious schools just as easily? No way, after all their fees was being paid by the company. Don’t you think you are worth more than being Just Over Broke? Your output at the current job, I can bet, is just a fraction of your potential and if you can input that into your own business, imagine how far you can go. 3rd Indulge your imagination Look at it this way, if you are fired from a sales job where you are getting a percentage commission of the monthly sales (and am sure it is not 80% of the sales), aren’t you capable of selling the same or competing product for the total income and not a commission? Take this example: Company XYZ manufactures and sells synthetic hair pieces. Your job is to sell to distributors for a 10% commission on every sale. In one month you manage to give the company Kshs.1,000,000.00 from 10 distributors. You walk away with Kshs.100,000.00 Company XYZ fires you and after the initial shock, you realize competitor ABC has an edge over XYZ and you work out this math: As a distributor for company ANC, you buy the products at Kshs. 100,000.00 to sell and make a profit of Kshs. 50,000.00 instead of getting 10% of the Kshs. 50,000.00 you get the whole of it. If you buy twice as much, the total income is Kshs.100,000.00. If you do this 10 times in one month you get a total income of Kshs.500,000.00. As an employee you will have to work for five months without taxation and any other expense to accumulate this amount. In summary, if you indulge your imagination, you will realize that even though being fired means loss of income, it has a positive side to it that is also known as opportunity. 4th Strategize If you haven’t been fired yet, or you can see a red light at the end of the tunnel that says you are on your way out, STRATEGIZE. If you have any short term debts such as a credit card, clear it, fast. If you have a bank loan, increase your premiums and cut back on unnecessary expenditure to ensure that you pay back as much of it as possible thereby reducing or eliminating the risk of bankruptcy and embarrassment of being auctioned. If you have a mortgage review the paper work and find out what it says about you being unable to service it. Become aware of the risks you face by non-payment and what you can do about it. For the moment, while you are still receiving a pay
slip, accumulate your savings to at least 3 months net pay or more if you can. If you earn Kshs. 50,000.00 per month, work on having a cool Kshs. 150,000.00 in your untouchable savings account. Why? If the worst comes and you are shown the door, you will have maintained your income for 3 months within which you either will have landed another JOB (just over broke) opportunity or you will be running a small enterprise that allows you to foot your monthly bills. Be wise is your strategy remembering that plans fail and when they do, you could fall. Question then will be if you are falling down to nothing or to a back-up plan B or back-up plan C. 5th Prepare psychologically No matter how well prepared you are for the axe, it always hurts, the degree of the pain may vary but it hurts. People talk, your family takes a blow and things are never the same. If you don’t have an entrepreneurial mind, its alright to get another job elsewhere. Not everyone is called to create others are called to market and sell what others have created; others are called to maintain, critic and perfect. You need to know that if you gave your job the best of your ability and they still fired you, it is their loss – truly. Not yours. Remember when you first approached them you told them what you could do. In other words you offered them your services and they were willing to pay the price you asked for. If they had not matched your asking price, you were ready to take your services elsewhere. Now that they have fired you, you are free to offer your services to another client. Another reason to see this as their loss is that within you is great potential, skill and competence. There is only one you in the whole world. You are the best you they could ever have and yet they chose to let you go. In summary I’d like to share with you a piece of text associated with the CEO of Coca Cola: "Imagine life as a game in which you are juggling some five balls in the air. You name them - work, family, health, friends and spirit and you're keeping all of these in the air. You will soon understand that work is a rubber ball. If you drop it, it will bounce back. But the other four balls - family, health, friends and spirit - are made of glass. If you drop one of these, they will be irrevocably scuffed, marked, nicked, damaged or even shattered. They will never be the same. You must understand that and strive
for balance in your life."
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