Archive for the ‘Business Ideas’ Category

Empower Frontline Staff To Improve Customer Satisfaction

Author: Ron Kaufman

A young man working for a Big Boss made an expensive mistake his first week on the job. At the end of the week the young man cleaned out his desk and packed up his things to leave.

The big boss asked, “And just what do you think you are doing now?” “I’m leaving,” said the young man. “I made such an expensive mistake, surely you don’t want me to come back here again next week.”

“Are you kidding?” exclaimed the Big Boss. “I just spent a small fortune educating you. You’d better come back next week and show me what you learned.”

(Does this make sense to you? If so, read on to find out why this can improve customer satisfaction…)

Have you ever asked a frontline service provider for something special and been told, “Sorry, company policy. The answer is NO!” Doesn’t do much to improve customer satisfaction, does it? Have you ever asked to speak with the supervisor and found the answer soon changed to YES?

When this happens (and it does all over the world) how do you feel about the company? Do you respect the organization more, or less? Does it improve your customer satisfaction? How do you feel about the supervisor? Do you admire their use of authority, or feel pity for the frontline staff they overrule? How do you think the frontline service provider feels? (And whose rule was he following in the first place when he said, “The answer is NO?”)

One supervisor took this problem a step further and asked me the following question:

Dear Ron,

In our business, customers who get special treatment come back later and they only want to speak with a supervisor and no one else. These customers have lots of friends and tell everybody. I am afraid everyone will want the same special treatment.

In the end we would have no need for counter clerks as the supervisors would be serving all our customers! This might make the customers happy, and that is our ultimate goal, but it would be too much for our supervisors to handle. We have plenty of other work to do! How can we solve this situation?

Here is my answer: Companies should empower frontline staff to do what the supervisor ultimately does, without having to check with the supervisor each and every time. This means staff must get training to know what’s right – and have authority to do what’s right to improve customer satisfaction.

It means supervisors must trust their staff to do the right thing at the right time and not abuse the privilege. It also means frontline staff must learn the skills required – and earn the trust desired. Consistency will improve customer satisfaction.

This approach shifts the supervisor into the role of educator and motivator rather than controller and dominator. It’s a huge change of mindset and culture in any organization, but it can improve customer satisfaction.

And it’s the right thing to do for two reasons: One: The experience customers have with your company must be positive and uplifting, or they won’t come back. If your customer must get in touch with a supervisor to get satisfaction, more flexible competitors may take your customer away simply by working to improve customer satisfaction where you have not.

If, however, you can please your customers, inspire your customers, and make your customers feel welcome in a non-bureaucratic way, their desire to come back (and tell others) will grow. In short, your efforts to improve customer satisfaction will have worked.

This is essential for successful business in today’s fast-changing and customer-centric world. Improve customer satisfaction and businesses tend to thrive.

Two: The cost of staff doing robotic work (and referring every exception to the supervisor) is simply too high to sustain. Companies that invest wisely in appropriate training will do far better than those who overspend on high levels of supervisory staff. An overload of supervisors isn’t necessary to improve customer satisfaction.

Customers get smarter every day. So smart companies provide self-service tools for most basic needs. Well-trained frontline staff should spend their time helping new customers get acquainted and assisting repeat customers with any special situations to improve customer satisfaction.

This makes sense, it makes money and it will improve customer satisfaction.

The next time you need to go beyond the frontline staff to get what you want from a supervisor, ask yourself this question: “Would you rather go to another business if the staff in that organization could say ‘yes’ to you in the first place?”

If so, let the first business know what it takes to improve customer satisfaction. And if they still won’t empower their staff, then get up and go!

Key Learning Points

Give your frontline team the training and authority they need to take care of customers without constantly asking for approval. This will help you build your business, improve customer satisfaction and keep your most able staff loyal and growing.

Action Steps

Make a complete list of everything your frontline staff cannot do to improve customer satisfaction without getting a supervisor’s permission. (Hint: ask your frontline staff to make the list.) Now scrutinize the items one by one and do everything you can to make the list simpler and shorter. Where staff can be trained to decide for themselves, train them. Where guidelines are needed, provide them. If mistakes will be made, allow for them. Over time, everyone can learn to do what only the supervisor used to do and improve customer satisfaction along the way.

Empowerment is simple, really. Give good staff the authority to make a decision and tell them to use their common sense to improve customer satisfaction. If they bring a situation to you that they should handle themselves, turn it back to them. If they make a good decision, pat them on the back. If they make a bad decision, pat them on the back for doing something and then help everyone learn from the mistake.

One more thing: Leaving things as they are is not an option for success. Your best staff will leave in frustration, your customers will leave for better service elsewhere, and you will be right where you were at the beginning, making all the decisions…alone.

Article Source: http://www.articlesbase.com/team-building-articles/empower-frontline-staff-to-improve-customer-satisfaction-2713340.html

About the Author

Ron Kaufman is the world’s leading educator and motivator for uplifting service culture. He is author of the bestselling UP Your Service! books and founder of UP Your Service! College. Read articles and tips about how to improve customer satisfaction at RonKaufman.com or upyourservice.com.


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Considering a Photo on Your Business Card

Author: Kaye Z. Marks

Have you ever wonder how your business card would seem like if you put your photograph in it? Some would shudder at the thought of it but some would like to believe that adding up a photo on print business cards make it more personalized.

Would you agree with this? To add a photograph or not – that is the query. There are noticeably advantages and disadvantages to adding your photo. Let us look at them and you decide whether to add or not to add.

Why do candidates plaster their face and names on posters? Because they would like to be remembered. If you want a name to be remembered easily, put a face to it. That is an advice I heard from professional on how you could improve your ability to remember names. The trap is how you associate the name with the face. Take this name/face recall strategy that I always use. For instance, if someone introduces himself to me as a Rick, I would try to find something in his form that would sound like his first name like Rick with the big stick. Or Larry who is lanky.

Clients, associates, or even high school colleagues are more likely to keep in mind you if you have a photo. So when a client rummages through their rolodex, your photo on your print business card would help them remember you. There is even a greater probability that they would get the services of the business with a photo on it. A card with a face on it creates some sort of a connection right away. Agree?

If there are understandable advantages, there are of course some disadvantages. The photo might have been taken several years ago when you were 30 pounds lighter and 10 years younger. How do you suppose your contacts would react to it when you hand them your custom business cards? One thing is used for sure, the photo would not help your clients remember you upon bearing in mind you again. Unless you print your business cards regularly, photos can make your cards superseded.

Despite some disadvantages, photos can really help for the reason that photos or faces build trust. A photo can help convey a sense of familiarity, a sense of trust. So if you are going to a customer call and this is the first time you are going to meet this client, it would be an advantage if you could send a card with your photo in it. It be not only thoughtful; it will also help to put your consumer at simplicity with you. Try it.

Learn the developments in the convention business cards and print business cards industry. Order business cards online with PrintPlace.com.

Article Source: http://www.articlesbase.com/printing-articles/considering-a-photo-on-your-business-card-2657175.html

About the Author Kaye Z. Marks is an avid writer and follower of the developments in online printing that help businesses in their marketing and advertising campaigns.

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Customs Penglai Help Build The “world Wine City”

Customs Penglai Help Build The “world Wine City”

Author: echo

In only 1,000 square kilometers of Penglai City, distributed 10 million mu of green vineyards, COFCO Great Wall, Suntime International, Tianjin Dynasty, JLF Shangri-La and other famous wine industry gather here, Lodi, Italy, the Philippines, Hong Tat, Alma, Germany, the United Kingdom Tang Lung and other famous foreign companies have landed Penglai wine.

At present, the Penglai a total of more than 40 famous wine industry, wine output up to 8 million tons, accounting for one-fifth of national output. By 2010, the city’s wine production scale will reach 15 million tons of grapes a base area of 15 mu, and its sales income of 3.7 billion, profit and tax of 900 million yuan. Penglai, is emerging as the “World wine city.”

Penglai wine industry expanded rapidly, both benefited from the Penglai unique climate, location advantages, but also inextricably linked with the strong support of the Customs. Customs has developed a range of support Penglai Penglai wine industry in economic development measures, in policy advice, operational guidance and customs clearance services, personalized support to take, which greatly promoted the development of Penglai wine industry.

In order to allow enterprises to fully enjoy the state preferential policies, Penglai Customs set up a special area advocacy groups went to the wine industry to promote the policies and regulations, understand the business problems encountered in production and management to help businesses solve real problems, so that enterprises in the market competition to win initiative. Not only that, Penglai Department has also continued to improve its services initiatives to improve the regulatory model for the area to create a good wine industry customs environment.

First, the good wine enterprises credit credit trial price of measures to reduce customs clearance costs, easing cash-flow difficulties faced by enterprises, so that enterprises will be more money put into production and operation of these out; Secondly, the equipment imported for the wine industry are mostly large-scale precision machinery, hoisting the inconvenience, and the practical difficulties of Kaifeng, Penglai Customs to send a special inspection team to conduct on-site inspection and clearance of these devices, eliminating the need for enterprises of transport and lifting costs, reduce unnecessary damage. Third, in view of wine, the characteristics of storage time should not be too long, they take the initiative to provide enterprises with expedited customs clearance services, holidays and rest periods can also handle pre-trial orders and clearance procedures to ensure that the enterprise 24-hour accessibility clearance.

Penglai Customs has also focused on the issue from a business perspective to getting things done, according to customer’s different needs, “tailored” to implement personalized service to maximize the enterprise to facilitate the import and export. Penglai international exhibition of wine during an import of a number of enterprises from Qingdao, a single bottle of wine, according to inspection and quarantine requirements in respect of each bottle must be opened bottle of wine after passing inspection, in order for the enterprise issued by the Immigration Customs Clearance Form.

As the wine business for high-end international wine exhibitions, expensive wines and the cache longer periods of time, once in the off-site Kaifeng, is bound to wine color, odor generated damage, thereby affecting the effect of the enterprise participate in exhibitions. Penglai Customs that their difficulties, the initiative to contact port customs and inspection and quarantine agencies for these goods a transfer formalities by the local inspection and quarantine agencies in Penglai, for these wines can be tested, the maximum guarantee these wines quality.

In order to make better use of state bonded preferential policies to reduce price fluctuations in wine, bring to the enterprise business risk, enterprise funds to ease the pressure, Penglai Department has also actively seek the establishment of the country’s only bonded wine warehouse, the bonded warehouse building allows businesses to at the lower price when buying raw materials, reduced significantly the cost of supporting the development of Penglai wine industry is of great significance, greatly enhance the Penglai wine industry in the international market competitiveness. Now, in Peng Lai strong support of the customs, Penglai wine industry to continue to grow, is the world’s top wine regions Kuaibu Xiang forward, Penglai is also becoming a veritable “city of the world’s wine”!

Article Source: http://www.articlesbase.com/six-sigma-articles/customs-penglai-help-build-the-quotworld-wine-cityquot-2081646.html

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Software Outsourcing Industry To Find New Spots

Software Outsourcing Industry To Find New Spots

Author: xt

In August, China’s stock market staged a “roller coaster” big, the index plunged 21%, but in comparison, 39 listed software company strength to buck the trend, the average dropped only 14.6%, in particular, is the largest software outsourcing company Neusoft Group The stock also hit a new high this year.

The collective strength of both the software stocks for market reasons, but also better performance supporting factors.

Software outsourcing industry in bottom to pick up, a stronger performance

As of August 31 from the last day of the performance of the daily news bulletin of view, the vast majority of the overall good performance of the software stocks, in particular, the two leading software industry UFIDA, Neusoft Group in an adverse environment despite the remarkable achievement , is welcome.

From the domestic sources of international business outsourcing software industry, Japan accounted for 32.3%, U.S. 24.6%, European 7.8%, Japan has become China’s largest outsourcing contracting State. Japan software outsourcing now accounts for more than half of Neusoft’s entire business, for many years the average growth rate has remained at 20% -30%, and net profit this year remain at 30% or more, they clearly show that the ability to enhance earnings management Neusoft On the other hand can be seen entering in May, Japan and the U.S. economy started to bottom recovery signs appear warmer, which is a software outsourcing as one of the main business Neusoft, Insigma, Donghua software, Rise of software such as enterprise software, and UFIDA lay the foundation of great significance. As China’s software outsourcing outsourcing 60% of Japan, once Japan’s economic stability, the amount of software outsourcing will be re-rapid growth, as Japan’s most important software outsourcing provider, will undoubtedly be the beneficiaries.

Promising outsourcing business, will become the backbone of China’s software industry

Public letter to the Ministry predicts that the software industry in China by 2010, the proportion of GDP will reach 2% in 2015-2020 and may become the top two or three years of big business. In the global software outsourcing trend in the economy thereof were important, one of the software outsourcing business will become one of the main pillars of the industry.

In China, few industries such as software outsourcing industry, as in the sluggish market environment continues to achieve impressive growth, thriving.

The financial crisis has given China’s software outsourcing industry has been slow, but the innovation and hard work and strong capabilities in the development of Chinese enterprises will take the opportunity to be better development, Neusoft Group Chairman Liu Jiren forecast, “China’s software outsourcing industry in 5 years -10 years is expected to more than India. ”

Among the ranks of the powerful, yet to deal with multiple challenges

Despite the promising, but the software enterprises in China ranks among the world’s powerful take time, the domestic software outsourcing is still an urgent need to resolve several of weakness.

China’s software outsourcing industry is still highly fragmented pattern of submissions, outsourcing market concentration is low, and outsourcing companies is relatively small and lack the world-class enterprise scale comparable to large-scale enterprises, but also yet to emerge a service outsourcing revenues over one billion U.S. dollars in domestic enterprises, which has led our country can not effectively access large-scale outsourcing and integration projects.

Second, because China’s software outsourcing to Japan 60% of outsourcing, and low-cost, low-margin win, enterprise core profitability is not high.

Furthermore, the ability of independent innovation of China’s software industry is not strong, the core technology controlled by the United States, Japan and other big countries, so that software companies from the pack at home and abroad “Made in China” to “Created in China” and change facing greater pressures.

In addition, by the revaluation of the RMB, the new labor law implemented, such as wage costs to enhance the impact of China’s software outsourcing business of cost increase, profits decline.

The current financial crisis caused by the economic downturn at home and abroad has not completely stabilized, the aftermath will continue to wreak havoc, the challenges of China’s software outsourcing industry is still large, should be prepared to respond actively.

Experts point out that if the national system to launch and implement support plans ? four engines of growth plans, domestic demand and the release of plans, project planning and leading large outsourcing enterprise support program ?, and to improve the competitiveness of the software core technology, China’s outsourcing prospects will be very bright .

Article Source: http://www.articlesbase.com/strategic-planning-articles/software-outsourcing-industry-to-find-new-spots-2088943.html

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Current Situation And Thinking Artificial Gemstones

Current Situation And Thinking Artificial Gemstones

Author: vivi

According to statistics, over 50% of the world’s man-made gem processing in the Mainland of China, of which about 80% of the distribution and trading through Wuzhou, Wuzhou is currently man-made stones to reach an annual processing of more than 130 100 million, has accounted for the country of production of artificial gems trading volume 90% of the world total more than 80%, Wuzhou has become the world’s largest man-made gem processing base and transactions of the distribution market.

However, from June 2005 to now, China’s synthetic gem industry is continuing in the doldrums, trading volume and prices much lower. Industry sources said at the worst of Wuzhou city gem a long time straight out of the single-day total amount of all kinds of precious stones are not more than 50,000.

A man-made gem industry, the status quo

More than 50% of the world’s man-made gem processing in the Mainland of China, of which about 80% of the market through the distribution and trading in Wuzhou, China has become the world’s artificial stones Cutting machining center. Wuzhou, Guangxi, China, represented by artificial gemstones Cutting machining center formation, making the world of artificial gem processing, production shifted to China.

At present, in addition to outside of Wuzhou in Guangxi, Liaoning Xiuyan, Changle, Shandong, Guangdong, Panyu, Shenzhen, Henan Zhen-ping, Zhejiang Zhuji, Yiwu, Jiangsu East China Sea, Yangzhou, relying on more than 20 areas of its geographical advantage and gem stone resources, the formation of characteristics of a certain size jewelry industry cluster.

Wuzhou of artificial gemstone industry after two decades of development, has been relying on imported raw materials for processing from the “three to make up a” form into the production of raw materials, processed into finished gems and selling one-stop processing, trading base, has a strong competitiveness. Favorable climatic, geographical, and other factors, contributed to Wuzhou to become artificial gem processing base and trade hub.

It is understood, Sichuan, Hunan, Yunnan, Guangxi, Chongqing and other provinces, autonomous regions and many of the gem processing plants, 90% of the products are traded in Wuzhou. Sanjiang County, Liuzhou, Wuzhou exports each year a large number of precious stones market, only the local migrant workers engaged in polishing stones there are 10 thousand people.

All along, the Wuzhou processing, artificial gems are mainly sold to Thailand, India, the United States and other countries. Thailand and other ASEAN countries which are gem trade in Wuzhou Artificial key partners. At present, the Wuzhou city had more than 400 providers and gemstone jewelry in Thailand and other ASEAN countries to establish a fixed link with the market. At the same time, from the United States, Italy, Mexico, Russia and other countries also have to Wuzhou jewelers seek business opportunities.

As the relationship between China and ASEAN countries, the deepening of China’s enterprises are still a lot of artificial stones in countries such as Thailand, the establishment of the company. Wuzhou City, gem industry, organized labor representatives to participate in dozens of companies gem show held in Thailand, China became the country with the largest exhibition booth, Wuzhou synthetic gemstones has been in the international jewelry market occupies an important position, which has a direct impact on market trends to the international market trends.

From June 2005 to now, synthetic gem industry is continuing in the doldrums, trading volume and the price is not low, Wuzhou Gem City Gem City a huge some of the Depression, in addition to shop business that few in the field of dealers, this is the recent market is the most depressed period. An industry source said Gem City at the worst of a continuous long time alone every day all kinds of precious stones out of the total amount of not more than 50,000.

Second, to further standardize the market to reduce the industry profit

Gemstones in Wuzhou section, some experts have said: “In fact the last in 2035, artificial gem industry has to lower the times from the windfall profits of the transition era of the past, the kind of earning huge amounts of time has passed.” Reporter’s question on the industry profit the problem, Wuzhou City, precious stones Chamber of Commerce Wong Kwok-keung said: “The business is getting increasingly difficult, artificial gem industry is no longer exists ‘windfall’ one said.”

Gem merchants of the reason is that the former “profiteering” Time is mainly uninformed, not caused by marketing. At that time, Wuzhou local farmers to grind an artificial gems to be about 0.2 yuan labor costs, this income allows them to meet the basic and intermediate links of each agent may be able to get diamonds several times the net profit difference, and then the company through a number of precious stones close up hands to some Hong Kong businessmen, profits can quickly turn on itself, the lower the company was finally made of exquisite inlaid jewelry, prices can reach a few hundred dollars, of which about profit amazing.

But now the market channels of information flow, and the degree of market openness are also getting better and better, artificial stones came from the factory hands of the income on the end product on the market, the middle segment is also becoming increasingly transparent, more simplified, the market have an increased The more standardized, in the middle of profits and therefore greatly reduced.

Third, the international financial dynamics of the gemstone industry, the impact of

The RMB exchange rate changes, lower taxes in Thailand are on the gemstone industry has created a great negative impact on the price of gold and silver and other precious metals rising, and high jewelry manufacturers based on cost considerations and hold down the purchase price and the number of and guiding system of the gem industry is not active.

Fourth, the emergence of alternatives to the impact of precious stones

Crystal, acrylic, glass and other man-made gemstones alternatives emerged a big impact on man-made gemstones to diamond, for example, diamond is the machine into mass production, a machine that can produce diamond day, 200,000, while zircon is the man polishing, costs are high, if the diamond is aluminum, zircon gold, then gold, diamond production is quality, selling is the price of silver, while the zircon should have the quality of produce diamonds, but most can only produce silver quality, therefore, can only sell the price of silver, a large number of unified goods made ornaments, not very beautiful, the price difference compared with the diamond is not very large and the large number of jewelry can not really differentiate between consumers and diamond obtained with the zircon differences, the low-end jewelry manufacturers based on the above factors, choose to use alternatives, sub-account for large market share of man-made stones, so that the emergence of alternatives to a big impact on the gem.

5, gem industry, westward expansion of the production of a large number of unified goods market gradually need to digest

Gem industry, the prison services in the western fancy processing unit are low, a large number of gem processing industry shifted westward, producing a large number of synthetic gemstones, the west cost of production is relatively low, a large number of unified goods market to emerge before the end of gemstone industry to bring some of the impact. In excess supply, the status quo, need to market gradually digested.

6, it is recommended and Thinking

1, the production boutique into the market

We used products is the consolidation of goods, is now on the market price is not high demand is not large, the current market need is a fine A-AB-class goods, good quality and high price and relatively unified the demand for goods is large, we should be establish the awareness of quality is life, pay close attention to product quality management, and constantly enhance their own products in the market’s competitiveness, production boutique into the market.

2, take the road of self-marketing

Is the contract sales business were mainly rely on the boss to do processing, market conditions were good, so processing can get a stable income, they do not worry about sales, but once the bad Quotes, cooperation can take a variety of means to suspend the boss contract, engaged in gem production of 10-plus years many businesses have not been an end-customer, which with a lot to our previous system, it is recommended that from now on, the development of rational marketing policy, organization capable of marketing staff go out into the market itself , keep abreast of market dynamics, according to market demand, the adjustment of product structure and market arrangements followed by the production, change from passive to active, and trying to find end-users, and take the road of self-marketing.

3, according to market demand to develop a diversified product system

Companies should try and explore the mixed type and colored gemstone processing. Currently on the market size hybrid-type and color number of gems, such as the new millennium, drill in the drill, four-color, etc. to fight unique hybrid-type and color gemstones, colorful, eye-catching bright better meet consumer demand, at the same specification and under the price a bit higher than the white zirconium, some of them several times higher. We had previously been produced by a round white zircon can not meet people’s growing demand for jewelry, we should be according to market demand changes to the diversification of products to expand market share grab.

4, boldly updated production equipment

With the gem trade continues to expand, gem-producing equipment is constantly updated, in the many new devices, select Enable high efficiency, saving labor, quality assurance of new production equipment, which will bring the stones, my prison a large change, to improve processing efficiency, increase my prison labor income, the stones of my prison onto a new level.

5, the use of existing strengths, tree brand, bigger and stronger

Use of the existing advantages of bigger and stronger, and establish their own brands and through a variety of ways to spread their own brand, so that the gem industry in China and around the world who know us, it will be business in the future to work together.

Article Source: http://www.articlesbase.com/strategic-planning-articles/current-situation-and-thinking-artificial-gemstones-2087944.html

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