“So often a business’s focus is on customer service—that which is afforded to customers. However, just as important is ‘internal customer service’; service afforded to each team member from their peers and management. Is there a link between engaged customers and engaged team members through service?”
First published in The CEO Magazine, May 2016.
Mantra: The team is the reflection of the mindset of the leader.
For many entrepreneurs it is a solo start up with a great idea and a passion to create a service or develop a product that will earn them an income and will assist or change the lives of those who use it. For others it maybe a partnership between two friends or life partners, however, at some stage when the business begins to grow and evolve there comes a time whereby you have to consider employing staff or out sourcing certain projects and tasks.
Recruiting staff unfortunately is done on the fly with new businesses as it can happen quickly, especially when you make a pitch and it is successful and all of a sudden you have to produce 100’s of a product or provide a service to multiple areas all at a similar time.
It would be lovely to think we all had the luxury to plan for growth incrementally through our journey of business, but I know as a business owner for 22 years it doesn’t matter...
Who are your competitors and where are they? These are two questions you should ask yourself when identifying your competition. Unlike an athletics carnival, you are not standing alongside your competitors waiting for the starters gun, rather, your competitors could be anywhere; online, worldwide or locally. No matter what your business or where it is based, we all have competitors.
Direct competitors are much easier to identify, however, there are also indirect competitors; the businesses that your customers may spend their money with instead of you.
For instance, there is a certain amount of money that people will spend on entertainment. However, entertainment can be divided into various categories, of which your business may only be one—e.g. movie, dinner, or a live show. What makes a customer spend their hard earned money at your restaurant instead of on a movie with a Choc Top?
Knowing who your competitors are...
“What sort of etiquette should be observed when we leave our jobs?"
It’s something that few of us consider, but with Australian school leavers set to change jobs an average of 17 times throughout their lives, the art of the workplace exit is likely to grow in importance.”
Interview first broadcast on ABC Radio National, November 2015.
“Today’s customers differ quite markedly from customers in years gone by, the most obvious difference being their expectations. They are exposed to a broader range of products and services from a variety of businesses, both brick and mortar and online, making them far more savvy and subsequently more demanding. Despite this cultural shift, one thing remains the quintessential component for any customer, the experience.”
First published in The CEO Magazine, December 2015.
“As the holidays approach and we feel invigorated to face the final weeks of the year, for many businesses this time means hiring casuals. In a few weeks there will be school leavers, holiday backpackers and others who will be seeking employment over the coming months. So how do you prepare your team for them and how do you engage them to get the best out of them?”
First published in The Business Woman Media, December 2015.
“At some stage many of you will stand at the front of the boardroom table and present to Directors, Senior Executives or Stakeholders. This is your moment to ‘shine and share’ your research, ideas, project updates or even financials…”
First published in The Business Woman Media, April 2015.