Butting heads

The old adage “agree to disagree” has been tossed around often enough during heated discussions. But if the dispute arises from your customers, contracts, employees or debtors, you need to move quickly to resolve it or face far-reaching consequences on your business.

In some cases, it may be impossible to avoid complications. However, there are some fundamental steps that a business owner should take to minimise the impact of a dispute.

Meet the problem head on

Many disputes can be resolved quickly and without issue by a rapid and personal response.

Collect the facts as soon as possible

There are always two sides to a story, and you must ensure that you know the facts ... Continue reading]]>

Butting heads

The old adage “agree to disagree” has been tossed around often enough during heated discussions. But if the dispute arises from your customers, contracts, employees or debtors, you need to move quickly to resolve it or face far-reaching consequences on your business.

In some cases, it may be impossible to avoid complications. However, there are some fundamental steps that a business owner should take to minimise the impact of a dispute.

Meet the problem head on

Many disputes can be resolved quickly and without issue by a rapid and personal response.

• Contact the other people involved and listen to the issues.
• Do not argue details; simply document the issues as dispassionately as you can.
• Assure them that the issue is being taken seriously.
• Ask to meet face-to-face to help resolve the problem.

Collect the facts as soon as possible

There are always two sides to a story, and you must ensure that you know the facts from your business’ point of view.

• Review the details of the dispute with your team.
• Document alternative versions, focusing on the facts from your business’ point of view.
• Create a timeline of dates, times and people, and cross check these against the facts that are in contention.

Prepare to meet

After you have established the facts of the dispute, you need to prepare to meet face-to-face. This can be confronting, but is also the most direct way to achieve a resolution quickly.

• Collate your evidence: All your notes and information need to be organised in a way that is easy to access. Make sure you have readily accessible copies of any terms and conditions, contracts, warranties and so on.
• Review and organise your data: Read through your information several times. Look for gaps, and clarify issues with the people involved. Make sure you feel comfortable with the information that you have on hand.

Focus on resolving issues

When you meet to discuss the problem, you must be prepared to negotiate.

• If you are in the wrong: If you have made a mistake or found your business to be in the wrong, admit this—make reparations and seek to move on as quickly as possible.
• If you are in the right: Every minute that a dispute continues costs you money and takes your focus away from your business. Negotiate to resolve the issue as quickly and cheaply as you can. (Trevor Young has some great tips on crisis management that apply in this situation.)

Stick to the facts

Disputes can become very emotional very quickly. Continuously refer to your notes and the timeline that you have established, and identify the gaps in your own facts as well as the other side’s.

Be aware that two sets of facts can co-exist. Be calm in all your discussions, and be respectful to all involved.

Move quickly when opportunity presents itself

To resolve a dispute you need to identify an acceptable outcome for your business. Consider:

• The minimum remedy that would be acceptable from your perspective—including an apology (personal or public), alteration of process, compensation, replacement or repair.
• What is important to the other party. Ask them to describe the outcome they are seeking.

When a compromise is offered, quickly weigh up the pros and cons and accept, renegotiate or refuse it. Remember that protracted disputes can severely impact your business, and most people are also keen to resolve disputes quickly. Find a way to get back to what you do best—focusing on your business.

Recently, I had quite an ‘interesting’ experience with customer service. I was on a call – including being put on hold – for more than 25 minutes trying to get one simple piece of information from my bank.

In the time I was put on hold, I swear I could have written an entire blog post on customer service (or in this case, the total lack of it).

While it seems I keyed in the ‘correct’ selection, their internal system was busy and sent me through to a different department. However, I wasn’t informed of this until 15 minutes into the conversation. When it came to light, I was transferred back to the correct department, forced to give my security details again and repeat my issue.

Imagine my frustration at then having to be put through to a third department, at which point my patience began to dissolve. It’s not the ... Continue reading]]>

Recently, I had quite an ‘interesting’ experience with customer service. I was on a call – including being put on hold – for more than 25 minutes trying to get one simple piece of information from my bank.

In the time I was put on hold, I swear I could have written an entire blog post on customer service (or in this case, the total lack of it).

While it seems I keyed in the ‘correct’ selection, their internal system was busy and sent me through to a different department. However, I wasn’t informed of this until 15 minutes into the conversation. When it came to light, I was transferred back to the correct department, forced to give my security details again and repeat my issue.

Imagine my frustration at then having to be put through to a third department, at which point my patience began to dissolve. It’s not the first time this has happened, and it made me think about changing banks. When it comes to customer service, most people can reel out a list of complaints I’m sure most of us have experienced.

What are the simple things you can do to improve your customer service?

• Listening and caring

Customers want to feel like someone is listening to their issue and cares enough to help them resolve it, regardless of what business you are in. We want to be acknowledged and we want quick responses. We don’t want to be put through to department after department and forced to tell our story time and time again.

• Act on it

Listening is one part of it; the other is to act on it. This extends to customer service surveys. If we do give you feedback, we would like to see businesses act on it.

• Happy and engaged employees

We like to be able to identify staff—uniforms or nametags can help —and we feel happier when attendants make eye contact with us when we enter a store or get to the front of a line and advise us of any delays.

We love it when stores are adequately staffed, especially with people who know their products. Happy and engaged employees make for happy customers. As one person puts it, we don’t want staff to make us feel like we are interrupting their ‘personal conversation time’.

• Going above and beyond

There are two things we love most of all—when someone goes above and beyond in their efforts to serve us and when businesses can fix the problem that was raised, especially if it relates to a faulty product.

Some people recommend having mystery shoppers. I recommend treating every customer like they might be a mystery shopper. These days, people’s appearances mean nothing. How do you know who is reviewing your restaurant, your products or your services?

Now, why should you do all these? The majority of people have access to a mobile phone and social media networks. If they are happy customers, they will often tell a few people. If they are unhappy, then they are likely to tell many more!

Christmas season is undoubtedly one of the best times for businesses.

People are generally happy because of the long holidays, and more importantly – ready to spend their hard earned money on themselves and others.

And judging from the “Click Frenzy” brouhaha last week, we know that consumers are mad about online shopping.

According to a report by Getprice, more than 80% of consumers research online before making a purchase. Thus, it’s no surprise that MYOB research also shows that SMEs with a website were 53% more likely to see a rise in revenue.

However, there’s usually more competition for the shopper dollar this Christmas season so companies should plan a range of tactics to attract customers.

Try raising your profile via targeted marketing, advertising and promotions to help gain a competitive advantage. They don’t have to cost a bomb – try public relation activities or strategic partnership.

In addition, here are 6 steps you can do to ... Continue reading]]>

Christmas season is undoubtedly one of the best times for businesses.

People are generally happy because of the long holidays, and more importantly – ready to spend their hard earned money on themselves and others.

And judging from the “Click Frenzy” brouhaha last week, we know that consumers are mad about online shopping.

According to a report by Getprice, more than 80% of consumers research online before making a purchase. Thus, it’s no surprise that MYOB research also shows that SMEs with a website were 53% more likely to see a rise in revenue.

However, there’s usually more competition for the shopper dollar this Christmas season so companies should plan a range of tactics to attract customers.

Try raising your profile via targeted marketing, advertising and promotions to help gain a competitive advantage. They don’t have to cost a bomb – try public relation activities or strategic partnership.

In addition, here are 6 steps you can do to gear up for success this silly season.

1.    Review and learn from last year’s activities

Take a look at the performance of the last festive season to pinpoint the positive and negative aspects. How well did each of your products, services and promotions perform? What about other operational aspects? Did you cope with the extra volume of customers or increased web traffic? Think about what you can do this year to improve results such as using social media, new promotions, working a niche target group or changing the layout of your shop.

2.    Get online

Establish a simple website or revamp your existing one as it’s a powerful tool to help increase awareness and sales. An easy-to-use website builder such as MYOB Atlas helps you create an attractive website with its own .com.au domain name and email in 15 minutes. It’s free for the first year, pre-configured for Google searches, and includes ecommerce functionality via PayPal.

3.    Shout from the rooftops

Don’t be shy about making your business as visible as possible. Promote your unique selling points (most value or choice, best service, longest warranties, local, eco-friendly, etc.) to remind loyal customers and attract potential ones. Consider adding limited-time discounts or expanding your sales/marketing channels.

4.    Boost staffing resources if required

Hiring extra staff can help with the extra volume of customers in the lead up to Christmas. The tax-free threshold increase to $18,200 should encourage more part time workers to return to the workforce as it becomes more financially viable, so SMEs might be able to draw from a larger group of skilled candidates.

5.    Prepare your team to up the client service ante

Get your team ready via briefings on all store policies, service and complaint procedures, promotional stock and other important business aspects. Conduct training sessions to prepare them for the extra volume of customer and supplier interactions. They will be under more pressure than usual but so will shoppers. A smile and a positive, helpful attitude will make the busy period more pleasant for all.

6.    Keep your business house in order

There will likely be an abundance of gift wrapping paper, boxes, etc. as well as more paperwork. Get organised to reduce admin time and stress levels. Up to date accounting software, such as MYOB LiveAccounts or AccountRight Live, acts like a virtual assistant by automating many aspects of this. It also gives you a comprehensive snapshot of your business at any time to help you better control things like your cash flow, payroll, inventory and invoices.

After the hustle and bustle of Christmas, perform a business health check with your business adviser to help kick start your path to financial success in the New Year. Finally, business tends to be quieter post-Christmas so if possible, take some time off for a holiday to unwind and reinvigorate. You definitely deserve it.

Here’s hoping your business doesn’t experience a crisis. EVER. But in the event that the proverbial does hit the fan, who do you turn to? What do you do?

Now, obviously the type of business you’re in and the type of crisis that hits you will largely determine what course of action you take from both a strategic and a tactical perspective.

But for the purpose of this article I’m going to talk generally.

The key, of course, is to stop an issue from becoming a crisis in the first place. Swift and decisive action is critical.

I wrote in a previous MYOB blog post what are considered ‘truisms’ when it comes to crisis management and social media. Just recapping, they are:

Recently I was meeting the CEO of a well-known architectural firm in Sydney. He is not an architect, but he really knows his business: he’s across everything, from the big picture to the detail, and when he needs advice, he knows how to get the best.

When he brings in external professionals, he accepts them at face value, but also verifies their skill sets, experience and reputation.

He does this through his own business and personal networks, as well as through clients of the adviser he is checking. If the best decisions come from having the best information and counsel, it follows that validating advisers is critical. Yet so many CEOs, CFOs and business owners fail in this. Their first excuse is a lack of time. The second is the faulty assumption that a Big Four firm will give the best answer. You know a Big Four firm is not the best fit ... Continue reading]]>

Recently I was meeting the CEO of a well-known architectural firm in Sydney. He is not an architect, but he really knows his business: he’s across everything, from the big picture to the detail, and when he needs advice, he knows how to get the best.

When he brings in external professionals, he accepts them at face value, but also verifies their skill sets, experience and reputation.

He does this through his own business and personal networks, as well as through clients of the adviser he is checking. If the best decisions come from having the best information and counsel, it follows that validating advisers is critical. Yet so many CEOs, CFOs and business owners fail in this. Their first excuse is a lack of time. The second is the faulty assumption that a Big Four firm will give the best answer. You know a Big Four firm is not the best fit for every business, but your prospect may not. You can help yourself and your prospects by making it easy for them to validate your value, before they buy.

How?

Invite your prospect and a current client to meet at a conveniently located cafe. Buy them each a coffee and cake, then leave them to talk. If that’s too hard, at least give your prospect the contact details for one or two referees. If you are a half-decent accountant who does the right thing by your clients, what they say will be more valuable than anything you can dream up. They will almost close the sale for you!

Keep well and see you next post.

James E.

For many years MYOB has been conducting half yearly surveys to measure and understand the satisfaction we provide clients such as you, our valued partner. This has provided excellent insights into your experience, particularly around what we are doing well and what we can improve. Needless to say, we have many engaged and frank clients, whose constructive feedback we appreciate.

More recently we reviewed our approach to understanding the satisfaction of clients across all our businesses and have decided to move to the recognised global methodology of NPS (Net Promoter Score). NPS seeks to measure and understand the drivers of client loyalty, a direct result of client satisfaction.

Traditionally client satisfaction surveys ask how satisfied you are, whereas NPS asks the question ‘On a scale of 0 -10, how likely is it that you would recommend our company to a friend or colleague’.  One of the keys to the success of NPS ... Continue reading]]>

For many years MYOB has been conducting half yearly surveys to measure and understand the satisfaction we provide clients such as you, our valued partner. This has provided excellent insights into your experience, particularly around what we are doing well and what we can improve. Needless to say, we have many engaged and frank clients, whose constructive feedback we appreciate.

More recently we reviewed our approach to understanding the satisfaction of clients across all our businesses and have decided to move to the recognised global methodology of NPS (Net Promoter Score). NPS seeks to measure and understand the drivers of client loyalty, a direct result of client satisfaction.

Traditionally client satisfaction surveys ask how satisfied you are, whereas NPS asks the question ‘On a scale of 0 -10, how likely is it that you would recommend our company to a friend or colleague’.  One of the keys to the success of NPS is to keep the survey very short. There is a plethora of research on this methodology and if you would like to know more I recommend http://www.netpromoter.com/np/calculate.jsp or alternatively just search Net Promoter Score.

Put simply the research and theory indicates that measuring your likelihood to recommend is a higher benchmark than the simple measurement of satisfaction. It is useful to know that you are satisfied (or not), but how do our interactions motivate you to want to recommend MYOB?

You may have recently received a survey including the NPS question. This survey was the last of our half-yearly surveys. Going forward we will be seeking to measure and understand the NPS at a transactional level – an interaction you have with MYOB – so we have current and more specific feedback on your satisfaction. This transaction may be a support query, a product update, a recent implementation, or a meeting with your Client Manager. However, rest assured you will not be contacted more frequently than once every 90 days.

A key driver of a client’s likelihood to recommend is their recent experiences and it can be the smallest or largest of interactions which influence this. Ultimately, our goal is to improve what we are delivering to you. Our short NPS surveys will allow you to provide input that will drive internal change.
In advance, we greatly appreciate you taking the time to provide us with the feedback required to ensure MYOB serves you better in the future. It’s going to be a fun journey and we look forward to you travelling it with us.

Adam Ferguson | General Manager – Accountants Division | MYOB

I’m surprised by how many small business owners overlook online reviews. They either don’t know about them, or they aren’t worried about them. It seems often the attitude is that a nice website is sufficient to persuade potential customers that your business is reliable and offers good service.

But we live in a time where one bad experience could be posted as a permanent mark against your online reputation. More importantly, potential customers don’t just look at your website; they look for peer reviews as well (good or bad). Websites like Yelp, Urban Spoon and Google Maps (and plenty of others specifically relevant to your industry) probably have comments on them right now about your business.

Particularly in a ‘post-Groupon’ society, small business owners need to realise the important role online reviews can play. Since the rise in popularity of group-style promotions, there has been a huge increase in the number of ... Continue reading]]>

I’m surprised by how many small business owners overlook online reviews. They either don’t know about them, or they aren’t worried about them. It seems often the attitude is that a nice website is sufficient to persuade potential customers that your business is reliable and offers good service.

But we live in a time where one bad experience could be posted as a permanent mark against your online reputation. More importantly, potential customers don’t just look at your website; they look for peer reviews as well (good or bad). Websites like Yelp, Urban Spoon and Google Maps (and plenty of others specifically relevant to your industry) probably have comments on them right now about your business.

Particularly in a ‘post-Groupon’ society, small business owners need to realise the important role online reviews can play. Since the rise in popularity of group-style promotions, there has been a huge increase in the number of businesses receiving negative reviews after failing to meet the new-found demand.

So what can do you about a negative review?

One widespread tactic, which I don’t advise, is to flood the website with fake positive reviews. I don’t recommend this because it’s often easy for a sceptical customer to tell what’s real and what’s not. However it’s a common occurrence, so much so that a number of parties are currently developing software that can identify fraudulent reviews.

Another approach, again one I wouldn’t necessarily recommend, is to personally contact those who have left negative reviews and request them to be removed. A few months ago a friend of mine received a Facebook message from a stranger asking her to delete a review she’d posted three years ago. She was tempted to blog about it as an example of how not to conduct business, but was more tempted by the $500 they offered her to remove it.

Using the above tactics might find you in some hot water, but there are more positive methods to encourage good reviews.  Here’s an example I thought was nicely executed: Another friend of mine was recently in Bali looking for a restaurant. As you can imagine, it’s a fiercely competitive industry over there where customers heavily rely on online reviews. He decided to check out Trip Advisor, and naturally he put in a reservation at the restaurant that ranked first.

After the meal, he discovered why they had been so successful in managing their online reputation. With his bill he was also given a short survey and asked for an email address. He filled it in (positively), and the next morning he received an email encouraging him to post a review online (which he did).

I imagine that customers who said something negative on the survey had their issues dealt with and probably weren’t encouraged to post something online.

What a brilliant way to filter out the bad customer experiences and encourage sharing of the good ones.

So, first things first: Google your business and see what people have said about it. Next, have a think about how you can encourage customers to share their good experiences and eliminate or minimize the negative ones.

Zac Martin| Digital Strategist – Pigs Don’t Fly

Are you frustrated with aspects of modern business life?

Do you express (or bottle) more and greater doses of rage?

Here’s a perspective that just might help.

Tall tale

You may have heard this fable:

A scorpion asks a frog to carry him across a river.

The frog expresses fear of being stung en route.

The scorpion argues that if he were to sting the frog, they’d both be sunk.

The frog consents.

Halfway across, the scorpion stings the frog.

‘WTF?!’ exclaims the frog.

‘It is my nature’ explains the scorpion.

Fabulous

This tale has been around for 2300 years.

It takes different forms, with a host of players.

Scorpions and vipers (snakes) variously conclude unwitting suicide pacts with farmers, youths, turtles, foxes and other gullible beings.

Now I have a contemporary twist.

Modern classic

If roof repairers fail to turn up on time (or at all) I no longer rail at the gods.

I just say to Fonnie, ‘It is their nature’.

If I’m on hold for 40 minutes ... Continue reading]]>

Are you frustrated with aspects of modern business life?

Do you express (or bottle) more and greater doses of rage?

Here’s a perspective that just might help.

Tall tale

You may have heard this fable:

A scorpion asks a frog to carry him across a river.

The frog expresses fear of being stung en route.

The scorpion argues that if he were to sting the frog, they’d both be sunk.

The frog consents.

Halfway across, the scorpion stings the frog.

‘WTF?!’ exclaims the frog.

‘It is my nature’ explains the scorpion.

Fabulous

This tale has been around for 2300 years.

It takes different forms, with a host of players.

Scorpions and vipers (snakes) variously conclude unwitting suicide pacts with farmers, youths, turtles, foxes and other gullible beings.

Now I have a contemporary twist.

Modern classic

If roof repairers fail to turn up on time (or at all) I no longer rail at the gods.

I just say to Fonnie, ‘It is their nature’.

If I’m on hold for 40 minutes to an overseas ‘help’ centre, only to have my call mysteriously truncated, I no longer explode.

I tell myself, ‘It is their nature’.

These things are bigger than me.

I can’t change them. And I’ve come to believe even they can’t change them.

I can, however, change how I respond to them.

Lowering the bar

Recently my counsellor (more on him in a future post) advised me to stop applying my ludicrously high standards to others.

By expecting less, I’m disappointed less.

Thus, if an electrician says he’ll arrive between 7 am and 9 am on Tuesday, I expect him between 5 pm on Friday and 10 pm on Thursday fortnight. Or never.

In the extraordinary event that he does appear, I take it as a win – instead of focussing on the gulf between promise and delivery.

This turns a string of disappointments into the odd happy outcome.

I feel calmer as a result.

Which means I work better

and sleep more soundly.

Story time

What are your pet hates, personal bugbears and business bêtes noires?

Do they sting you to fury every time?

Or have you learnt to swim with the tide?

While I’d love your comment,

I certainly won’t take it for granted.

It is my (new) nature.

What’s yours?

Paul Hassing | Founder & Senior Writer – The Feisty Empire

More organisations are recording phone conversations for ‘training and quality purposes’.

Last month, a ROBOT began by saying I was being recorded.

I found this confronting, disturbing and annoying.

But is it bad for business?

Phone tap

I hate having to opt out, having been automatically opted in. It’s such a manipulative, condescending slap in the face.

Yet if a real-live customer service person said:

‘Please excuse me, Mr Hassing, but I’m relatively new here. I know we’ve only just met, but I’d like to ask you a really BIG favour.

You see, I’d learn a great deal if I could record our chat and review it later with my boss and colleagues.

Naturally we’d delete the recording as soon as we’d finished with it – probably not longer than a week. And of course I’d send you a copy for your archives. Would you mind terribly if I captured our ... Continue reading]]>

More organisations are recording phone conversations for ‘training and quality purposes’.

Last month, a ROBOT began by saying I was being recorded.

I found this confronting, disturbing and annoying.

But is it bad for business?

Phone tap

I hate having to opt out, having been automatically opted in. It’s such a manipulative, condescending slap in the face.

Yet if a real-live customer service person said:

‘Please excuse me, Mr Hassing, but I’m relatively new here. I know we’ve only just met, but I’d like to ask you a really BIG favour.

You see, I’d learn a great deal if I could record our chat and review it later with my boss and colleagues.

Naturally we’d delete the recording as soon as we’d finished with it – probably not longer than a week. And of course I’d send you a copy for your archives. Would you mind terribly if I captured our interaction?’

I’d very likely agree.

Alas, Paul’s fantasy world of love and light doesn’t exist. Instead, tapes run by default and I must be the precious punter who exclaims:

‘Oh no; you mustn’t record me! Stop it at once!’

What’s the point?

This isn’t the best way to build rapport before trying to resolve, say, a tricky billing issue.

So why do companies do it?

Despite years of being recorded for training and quality, I haven’t noticed an improvement in either (quite the contrary).

Have you?

Hold the line

I assume these (electronic?) recordings last forever.

I’m on ‘em, but I certainly don’t own ‘em.

I can’t even access them.

Let alone delete them.

What if I ran for public office?

Would some lowlife kill my campaign by giving Today Tonight recordings of me weeping over my sewage crisis?

Call me paranoid, but I imagine call-centre teams relaxing after work, cacking themselves over ever more hysterical exchanges with their hapless clients.

Given the above, my instinct is to stop cooperating – though that may further erode the level of ‘service’ I receive.

Call on Line 2

Do you:

• Record?
• Mind being recorded?

Why (not)?

Go ahead:

…

You’re on the line.

Paul Hassing | Founder & Senior Writer – The Feisty Empire

Flight of fancy *

Last month I did myself out of another $6000.

I hate it when that happens.

This chain of events (and my associated reasons and decisions) may save you from similar financial embarrassment.

Top job

A kind client extolled me to a plum prospect who needed help with an award submission. (Last year they came second.)

This job was so far up my alley, I took a torch to the briefing.

I’d done my homework and we hit it off at once.

Two hours later, my proposal (quote) was in their hands.

I waited.

Then waited some more.

Better deal?

Suddenly, an internationally successful author I’d been courting for 18 months finally offered me a shot at the title.

Would I like to proofread her new book?!

This amazing gig promised to rocket me to a breathtaking new level.

It wasn’t as lucrative as the award submission, but that prospect still hadn’t responded.

Dilemma

I was torn. Should I: