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Tag: service

  • Ten Ways to Offer Better Customer Service

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    Today’s savvy customers not only want excellent service, they often expect it. Customer service was the main quality focus of growth and improvement for companies in the last few decades, which is why many now expect it. Companies can lose customers over bad customer service and may retain customers who feel treated respectfully. How well customer service works depends greatly on the attitude and training of company human resources, even those not in the service areas. Below are a few ways everyone can improve their customer service skills and attitudes. 

    1. Always smile when speaking with the customer, whether in person or on the phone. Smiling lifts your attitude and the positive ness can be heard in your voice. 
    2. Greet customers by saying hello, giving them your name, and asking them how you can help.
    3. Whenever possible, be empathetic. Let the customer know you understand their feelings and want to be of help in solving their problem.
    4. Be sure to ask for their name so you can call them by it when responding. This makes the conversation seem more one-on-one friendly rather than combative. If you are on the phone, get their phone number too in case you become disconnected or need to do research. With their phone number, you can call them back if necessary.
    5. If you must put a phone customer on hold or your computers are down, let them know how long the hold or downtime might be. If it will be more than a couple of minutes, you should give them the option of holding or having you calling them back when you have completed your research or when the computers come back up. The customer may choose to call you back, but never tell them that is what they must do. Be sure to call them back in the stated timeframe even if it is only to say you still do not have an answer. Lack of communication is often more frustrating for a customer than having to wait a little longer for results.
    6. If the customer is angry or determined to complain, stay calm and don’t take their criticism personally. Ask questions so you can get to the root of the problem or issue. However, do consider their criticism as suggestions for future improvement of your company processes and services.
    7. If you do not have an answer for the customer, do not make something up. Instead find someone who can give you the correct answer. Customers don’t like being lied to or patronized.
    8. Find the best way to resolve the problem and satisfy your customer without having to go through multiple levels of approval or breaking any rules. Multiple levels of approval only slow the process down and do not help the customer, so avoid them whenever possible. However, if you must get an approval, let the customer know the process and how long it may take and exactly when they can expect a result. You can often go the extra mile for the customer without breaking any rules or going against written policies. 
    9. Once the customer’s problem is resolved, ask if you can be of any help with anything else. Be sure to thank the customer before saying goodbye. 
    10. Always remember the golden rule is the best rule of thumb for customer service “Do unto others as you would have them do unto you.” 

    These are simple ideas to improve customer service skills and attitudes in employees. It is important to always remember that customers today expect excellent customer service and will go where they can find it. Companies lose customers over bad service. So offer great service instead to help retain customers.

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    Source by Shirley Lee

    Views: 0

  • Who Will Become Wealthy in the Information Age?

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    As you know, we’re now well and truly in the
    Information Age. It began about 10 years ago. In fact,
    many economists say it began in 1989, with the Fall of
    the Berlin Wall (and the start of the World Wide Web).

    To understand who will become wealthy in the
    Information Age, first we need to understand how the
    Information Age differs from the Industrial Age (born
    about 1860, died about 1989).

    In fact, let’s get a complete overview and go back to
    the Agrarian Age.

    In the Agrarian Age, society was basically divided
    into two classes: the landowners and the people who
    worked on the land (the serfs). If you were a serf,
    there wasn’t much you could do about it:
    land-ownership passed down through families and you
    were stuck with the status you were born into.

    When the Industrial Age arrived, everything changed:
    it was no longer agriculture that generated most of
    the wealth, but manufacturing. Suddenly, land was no
    longer the key to wealth. A factory occupied far less
    land than a sheep farm or a wheat farm.

    With the Industrial Age came a new kind of wealthy
    person: the self-made businessman. Wealth no longer
    depended on land-ownership and the family you were
    born into. Business acumen and factories were creating
    a new class of wealthy person. But it still required
    enormous capital to build a factory and start a
    business.

    Then came the World Wide Web (in about 1989) and
    globalization. Suddenly, everything changed again.

    Factories (or real estate) were no longer necessary to
    run a business. Anyone with a website could start a
    business. The barriers to wealth that existed in the
    Agrarian Age and the Industrial Age were completely
    gone. People who could never have dreamed of owning
    their own business were making millions from their
    kitchen table.

    Of course, the Information Revolution didn’t begin
    in 1989.

    It began in 1444 when Gutenberg invented the printing
    press in Mainz, Germany.

    But the printing press (newspapers, magazines,
    paperbacks) belonged to the Industrial Age, not the
    Information Age.

    The printing press is a ‘one-to-many’ technology. The
    Internet is a ‘many-to-many’ technology. And that was
    what changed in 1989.

    The Industrial Age was about centralization and
    control. The Information Age is about
    de-centralization and no control. No government and no
    media magnate controls the Internet. This is the
    crucial thing to understand about the Information Age.

    As we moved from the Agrarian Age through the
    Industrial Age to the Information Age, there’s been a
    steady collapse of the barriers that kept one section of
    society wealthy and the other section poor.

    In the Information Age, literally anyone can become
    wealthy.

    So now that we have a clearer picture of how the
    Information Age differs from the Industrial Age, let’s
    ask that question again: ‘Who will become wealthy in
    the Information Age?’:

    (1) People Who are Self-Taught

    To explain this better, let’s go back to the Agrarian
    Age and the Industrial Age, and the Transmission of
    Skills.

    In the Agrarian Age, skills were passed on from father
    to son. If you wanted to learn how to be a blacksmith
    you had to be a blacksmith’s son. If you wanted to
    learn to be a stone-mason, you had to be the son of a
    stone-mason.

    With the coming of the Industrial Age, all this
    changed. You could go to University and learn whatever
    skills you wanted. Knowledge was freely available.

    But in the Information Age, the Transmission of Skills
    is changing once again.

    The skills necessary to succeed in the Information Age
    are not being learnt from our parents (as in the
    Agrarian Age), nor are they being learnt in schools
    and colleges (as in the Industrial Age). Children are
    teaching their parents computer skills. And many of
    the entrepreneurs who start hi-tech Internet companies
    have never been to college.

    The millionaires (and billionaires) of tomorrow
    probably won’t have a college education. They will be
    high-school drop-outs, self-taught people.

    (2) People with New Ideas.

    Again, it’s the people who are able to think outside
    of the existing structures who will become wealthy in
    the Information Age. Often, it’s just a Simple Idea
    that launches people to success in the Information
    Age.

    Take Sabhir Bhatia, for example – the man who invented
    Hotmail. Bhatia was a computer engineer working in
    Silicon Valley. He had no previous business
    experience, whatsoever.

    But one day, while he was driving back from work, a
    friend called him on his cell phone and said that he
    had an idea: What about starting a free, web-based
    email service? Bhatia knew this was the idea he’d been
    waiting for. He told his friend to hang up immediately
    and ring him at home on a secure line.

    Three years later he sold Hotmail to Microsoft for
    $400 million.

    (3) Writers

    The third group who will become wealthy in the
    Information Age are Writers.

    In the Industrial Age, Writers depended on large
    publishing Houses to get published (remember that the
    printing press is an Industrial Age technology – it is
    centralized and controlled). And the Publishing Houses
    took the lion’s share of the profits.

    In the Information Age, Writers are doing their own
    publishing – and keeping most of the profits
    themselves. Indeed, Writers are flourishing on the
    Web – mainly through eBooks and Ezine Articles.
    But even if you don’t write eBooks or Ezine Articles,
    if you own a website, you are a Writer.

    Why?

    Because the Internet is basically a written medium. It
    favors writers, people who are able to communicate
    effectively through the written word. Remember, it’s
    not the graphics on your website that sell, it’s the
    words you use.

    In the Information Age, we’re all Writers!

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  • Entrepreneurship – Craze of Present Generation

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    An Entrepreneurship sets up an enterprise for profit motive and rightly so. But if you start your business with the 'Show me the money' attitude, rest be assured that you will not go very far!

    Ever wondered why in the world of Entrepreneurship, some carve a niche for themselves and stand out from the crowd, while others, even though successful, have a mundane existence?

    Well it all lies on certain qualities that an Entrepreneur may possess or the way certain activities are conducted by him / her. Here are special skills which you need to hone to become the Successful Entrepreneur.

    Everybody has a certain goal in life which just refuses to go away or change. You must understand this goal to be the calling of your life. Write down this goal – It will time and again remind you, how important it is to achieve this goal and will not let you sleep until you achieve it and become a celebrated Entrepreneur.

    Share your Dream with Right people – Law of Entrepreneurship

    In this world of make belief, you should be able to distinguish between the good, bad and the ugly. Many Entrepreneurial dreams die a quite death because somebody labeled it 'stupid' and constantly put you down until you also started believing your dream to be stupid and chose to abandon it. Share your dreams with only those whom you trust and are actually the propellers of your life.

    Find yourself a Mentor – Key Role in Entrepreneurship

    Someone who has already been there after many trials and turbulence is the right person to advice you. Somebody who has been there and done with can impart some priceless wisdom which you can use to carve a niche for yourself. But you must be very clear about what you will gain from the mentor-men-tee relationship. This will determine whom you can tap for assistance. The right Mentor will always short-cut your leaning process and give you the push you need and help you to stay task focused.

    Observe deeply and Practice Incessantly

    An Entrepreneur must consciously set aside some quite time to take on board any new ideas, things to learn and allow your mind to wander. You never know what your 'downtime' can fetch your business! Similarly only incessant practice will make an Entrepreneur perfect. Short cuts have never helped anyone in life. It is only your endurance for more and more practice that will give you results.

    Seek Challenges in Life

    The yardstick of success of an Entrepreneur is measured by the challenges he / she has overcome. Never be scared to consciously seek challenges in your Entrepreneurial life. Remember challenges are not setback of life. They are simply life's way of requesting you to make full use of the resources and tools available with you to resolve them.

    As an Entrepreneur you must have the skill set to select the right tool at the right time to overcome the challenge.

    Welcome Criticism – Challenge in Entrepreneurship

    In your journey as an Entrepreneur, be ready to welcome criticism from associates / citizens / clients / and sometimes even friends and family. There will be people out, there highly critical of your product / service. You must possess the gall to take such criticism in your stride and take them positively. If praise motivates you, then criticism must stimulate you to do better and better, not the opposite. If you cannot accept criticism, then your ego is getting in the way of your best judgement.

    Be Self Driven not Ego Driven

    An Entrepreneur must be proud, confident, self assured but not ego driven. Be humble and let your feet be planted firmly on the ground. Let your actions and achievements speak for you, not your boating and bragging. The more you brag, the more will sound phony. Remember, it is the empty vessel which makes the most noise.

    Carve a niche for yourself

    An entrepreneur must try to find out his niche area. Each of us has a special ability, a quite story which sets us apart from others. Play around with this strength and craft your own persona. Of you try to become a carbon copy of some you admire, you will never be able to make a name for yourself. Remember, the original always looks better than the copy. So leave your idol on the pedestal to be admired from a distance.

    What Goes Around Comes Back.

    As an Entrepreneur, you must try and help and benefit others. Give whatever you have in abundance- your time. your service or knowledge to those who are badly in need of it. You will be amazed at what you stand to gain when you give it to others.

    Value Learning over Money – Basics of Entrepreneurship

    An Entrepreneur sets up an enterprise for profit motive and rightly so. But if you start your business with the 'Show me the money' attitude, rest be assured that you will not go very far! Instead show humility and value what you have learnt in your journey as an Entrepreneur. Money will follow you steadily and surely, if you apply what you have learnt.

    Be Thankful

    Be thankful that you could become an Entrepreneur, be thankful that you could learn your failures, be thankful that you are at the receiving end of so many blessings and above all, be thankful that you are alive!

    Gratitude always unlocks the fullness of your life and indeed will make you the celebrated "A Successful" Entrepreneur.

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    Source by Akshay Lendey

    Views: 0

  • A Modern-Day David and Goliath – Techno Teen Takes on Computer Giant – and Wins!

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    “Those who say it can’t be done need to get out of the way of those that are doing it.” Unknown

    The entrepreneur of today’s world can be compared to the legendary Don Quixote – chasing windmills in search of great fortune.

    The entrepreneurial journey I would like to share with you in this article might be a bit of a surprise. I find it remarkable yet I have barely seen it mentioned in the press over the years.

    Imagine the following scenario. The year is 1983. You are a college freshman at The University of Texas in Austin, sitting in your dorm room playing around on your computer.

    1983. Pre-Internet. Pre-computers-on-every-desk, in-every-room-of-the-house. These were the days of PONG, where very few people sat around playing with personal computers. (If you don’t know what PONG is, ask someone a lot older than you.)

    Back to your dorm room. You are supposed to be in class. Instead, you are sitting there playing around on your computer and you have a bright idea – the proverbial “light bulb” goes off in your head.

    “I think I’ll start a computer company and compete with IBM!” Since no one is around to hear you and tell you how ridiculous you sound, you continue.

    You have no employees. No manufacturing facility. No family in the computer business. You’ve never even worked for a computer company. Sure, you’ve been pulling computers apart and putting them back together since your were 15 but come on! Compete with IBM? Everyone around you thinks you have lost your mind.

    Yet, you believe you have a better way.

    You develop a passion for the idea of making better computers and selling them for less by going directly to the consumer.

    The story goes that mom and dad heard that sonny-boy was skipping a lot of classes so that he could play with his computers. Mom and Dad decided to pay a visit one day and caught him red-handed. After reading Michael the riot act, Michael’s dad asked him what he wanted to do with his life. He told his dad that he wanted to compete with IBM.

    Imagine that conversation!

    And so it was that the 19 year old boy genius, techno-teen Michael Dell, armed with only $1000, abandoned his plans of becoming a doctor and dropped out of college after his freshman year to take on the big boys – IBM, Compaq, Hewlett-Packard, and others.

    He believed he could outsource everything – the manufacturing, distribution, sales and service. Remember now, this was pre-Internet. Pre-global-out-sourcing. He believed he could bypass the traditional expensive distribution channels and go straight to the consumers, giving them exactly what they wanted – better quality, lower cost computers made specifically for them.

    He knew what his consumer wanted because he was his own consumer – frustrated by poor customer service, crappy quality, non-existent customization and high prices.

    The rest is history. Modern American business history, that is.

    By the time Dell was 22 years old, his company had achieved annual sales of about $150 million. Starting with only $1000 and growing the company to a $1 billion (with a B!) public company in less than 10 years is a record few companies can match.

    Today Dell, Inc. is a $57 billion company with the leading market share in the United States with over 46,000 employees, including more than 16,000 in Central Texas. Dell is listed as the 8th wealthiest person in the United States according to Forbes magazine (August 2007). Dell first made the Forbes 400 Wealthiest People in the United States at the ripe old age of 26. He is said to have been worth over $20 billion by the age of 40.

    Dell has been named “Entrepreneur of the Year” from Inc. magazine; “Man of the Year” from PC Magazine; “Top CEO in American Business” from Worth Magazine; “CEO of the Year” from Financial World and Industry Week magazines.

    Not bad for a college dropout.

    Michael Dell. At age 19, he realized he could build a better mousetrap and sell it for less.

    Simple formula. Brilliant execution.

    The first time I heard this story, I frankly didn’t believe it. A college freshman takes on IBM, and wins?! No way, said my logical left brain. There has to be more to this story!

    No, this one goes in the “truth is stranger than fiction” category.

    Michael Dell was just a bright boy with a bright idea. Fueled by passion. Too young, too foolish, and certainly too focused to listen to the naysayers who said it couldn’t be done.

    According to Dell, “No one told me that we couldn’t do it, and if they did, I wasn’t listening.”

    It’s a good thing he wasn’t listening. In addition to revolutionizing the personal computer industry, Dell has donated more than $1 billion in stock to the Michael and Susan Dell Foundation, which is now one of the country’s largest foundations. The foundation focuses on children’s health and education initiatives.

    Even though today’s story is about a mega-millionaire with a gazillion dollar company, never forget that once upon a time, Michael Dell was a lot like you and me. Just a kid with a dream that wouldn’t die.

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    Source by Gina Carr

    Views: 0

  • MLM Business Plan: How Can You Use One To Profit ASAP?

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    Although getting a plan together is a genuine necessity, you’ll be pleased to know it’s actually rather simple to put one together or to make a few changes to your existing plan.

    Many online marketers understand that getting a plan together is a genuine necessity, you’ll be pleased to know it’s actually rather simple to put one together or to make a few changes to your existing plan.

    Although it is easy to create an MLM business plan when you know what your goals are, creating a profitable one is a different story altogether. To create these type of plans to actually turn a profit in your business, the main focus needs to be on how effective your marketing strategy is when it comes to generating commissions and sign ups in your downline.

    There are two main ways in which you can advertise online to turn a profit:

    1) Free marketing: social networking or content marketing are king here, basically any user generated content or anywhere in which you can interact one on one with another person within your circle of friends (or associates).

    This is a fun way to incorporate marketing into your MLM business plan, but it can be time consuming and without a large amount of people following your content, you have no real leverage and therefore no immediate profit.

    2) Paid marketing: this is an obvious one, but basically anywhere you pay to post an advert. For online marketing, adverts on other people’s blogs or sending solo ads to other marketer’s email lists are the most cost effective although there are more popular paid marketing methods such as Facebook advertising.

    These get immediate and targeted traffic, but without the proper education on paid methods you will certainly break the bank before you profit. With this option, you must also understand that this is an investment and there are times when you may even lose money, especially if you promote your offer to the wrong target market.

    Finally, you must analyse what you’re spending in your business. Is the product, service or event you’re about to invest in something that can be monetised, for example what will you learn in the training you purchase that will cover the cost of your investment? Or can you become an affiliate for what you’ve just purchased and sell copies of it to earn commissions?

    In conclusion, when you’re piecing together your MLM business plan you’re going to need to take a common sense approach. Forget cutting corners to save money, make sure the focus is on providing value to your potential customers in your marketing efforts whilst making your advertising cost effective.

    Lastly, ensure that the amount of advertising you will be implementing reflect on your goals e.g. number of sales a month so that you stay consistent with both your goals and marketing to avoid getting overwhelmed in your business, especially if you’re new to the MLM industry. Now that you have a basic understanding on how to profit quickly with an effective MLM business plan, what are you going to incorporate into your plan?

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    Source by Seb Brantigan

    Views: 0

  • Concierge Medicine – Is it For You?

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    The last time you called your doctor’s office, how long did you have to wait for a reply? How long do you usually have to wait to get an appointment or wait for a prescription to be called in? When you get to the office, how long do you spend in the waiting room and how much time does the doctor spend with you?

    Did you get all your questions answered? How many seconds do you have in the beginning of your appointment to explain your symptoms before you are interrupted? Do the nurses and doctors seem to be more interested in their computers or their charts than they are to you?

    If your experiences are like most people, your answers to these questions are not very flattering to the medical profession and to the health care system in general. Most doctors don’t really want their practices to be like this, but they don’t have much choice. They have to have a high volume of patients in order to make ends meet financially. The high volume makes the clinic a very busy place and most patients don’t feel like they get much attention.

    In 1996 in Seattle, a doctor named Howard Moran thought there should be a better way to do this. He pioneered the concept of having a lower volume practice with highly attentive medical care provided as a service for patients in return for a retainer fee, much like many attorneys or accountants use. This fee may be in addition to, or in lieu of, the regular office fees that are billed to insurance companies. This concept allows the practice to remain financially solvent while providing better, more attentive medical service to its low volume of patients (usually keeping the patient count down to about one tenth of the number in a typical traditional primary care practice).

    Unfortunately, health insurance companies currently don’t pay for this type of service, so that means the patients have to pay this out of pocket, but if the service is good, it may be worth it. Patients who join these practices are encouraged to keep their usual insurance which they will need for visits to other specialists, laboratory testing, radiological testing and/or hospital services if needed.

    Many concierge practices offer same or next day appointments, no long waits for appointments or prescription refills, direct access to your personal physician day or night, house calls if necessary, continuing care if hospitalized, complete physical examinations, audiometry screening, cardiovascular and cancer risk screening, more attention to preventive care, unrushed appointments, all questions answered, family meetings if needed, coordination of care with specialists, provision of personal health records on CDs or flash drives, etc., etc.

    Depending on the type and number of services that are provided, the flat retainer fee can vary widely from one area to the next ranging from $100 to $20,000/ year, most probably averaging around $1500-3000/year. There were only a few hundred of these physicians a few years ago, but there are over 5000 of them now all over the country. Many of them, but not all, are listed at the main website for the American Academy of Private Physicians – http://www.aapp.org/. Patients may be able to find a concierge physician in their area on this site.

    There has been some controversy surrounding some of these practices because some authorities feel the growth of concierge medicine will lead to a 2-tiered medical system in this country – one for the wealthy and one for the not-so-wealthy. Also, with the current shortage of primary care physicians (PCPs), with increasing numbers of concierge practices, the number of PCPs available for traditional offices will be even smaller, and access to care for patients served by those practices will suffer. On the other hand, more medical students may become interested in primary care if opportunities in concierge medicine are available to them when they finish their residencies.

    Some of these practices have come under fire from insurance companies who say that concierge physicians are basically providing an insurance plan for their patients without having an insurance license to do so. The practices must therefore be legally and financially structured in such a way that avoids this criticism.

    Overall, the concept of concierge medicine provides a good alternative to the currently unsatisfying traditional model of medical practice. The fee may seem high to some, but in most instances, it probably isn’t much higher than the cost of the local cable or telephone bill, or about the same as what a family would spend eating out at a restaurant once a week. 

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    Source by Greg Warth, M.D.

    Views: 0

  • How to Build a Structured Sales Pipeline

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    Following on from my earlier article “Developing a structured pipeline – The Issues” this article describes how to build the all too elusive, structured sales pipeline.

    So to recap: what should a structured pipeline report aim to achieve?

    Firstly, it should enable you to view each sale in a consistent manner.

    Second, it should clearly identify if a sales opportunity has progressed or stagnated.

    Thirdly, it should contained a factoring index which will more accurately reflect the true value of the pipeline

    Fourthly, it should provide sales and/or company management with a consistent and reliable prediction of business that should be closed in the forthcoming period.

    Fifth, it should be simple and relatively easy to complete (salespeople as a breed are poor at filling in reports).

    Sixth, it should be focused on numbers rather than opinion.

    To build a consistent view of each sales opportunity take the sales cycle in your business and break it down into discrete milestones.

    So for example,

    – Milestone 1 is a lead or an enquiry who has identified desire to purchase your product or service.

    – Milestone 2 to progress the sale you need to demonstrate the product

    – Milestone 3 they have the budget to pay for your product

    – Milestone 4 you have submitted a proposal

    – Milestone 5 you’re on the shortlist

    – Milestone 6 you have a verbal order

    – Milestone 7 you have a written order.

    The next step is to put percentages against these milestones for example,

    1) 5%,

    2) 10%,

    3) 20%,

    4) 25%,

    5) 50%,

    6) 90%,

    7) 100%.

    This approach allows you to build a factored pipeline i.e. the value of the opportunity time the percentage milestone. Don’t get hung up about whether the percentages should be this or that number what we are building is something that will give you a consistent view across all your sales opportunities and not something which reflects the precise chance of winning per opportunity. The progress of the sale can be shown in any way you like; this could be as a table, a graph, or a set of traffic light colours going from red to green as you move along the sales process. Other information you need is simple the prospect name, if it is a new or existing customer, the value of the opportunity and a projected win date.

    By constructing what I have described you’ve gone a long way to getting a grip on your sales performance, you’ve now turned sales reporting into a set of numbers which over time you can analyse. For example you’ll see which sales have stagnated because they wont have moved along the pipeline for a period of time, you’ll be able to identify how overoptimistic you sales force are by comparing the projected win date with the actual win date. Most commonly this is between 3-6 months.

    Now that you have a factored pipeline you can start to build up metrics on the relationship between the size of your pipeline and your monthly sales. It also now enables you to look forward because as your factored pipeline rises and falls to will your sales, thus you can act early as soon as you see your pipeline numbers dip.

    You’re now at last starting to get some sensible numbers to enable you to plan your business and you have moved from a jolly nice chat to a shorter focused and more effective sales meeting. As the Meerkat would say “simples.”

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    Source by Laurence Ainsworth

    Views: 0

  • Stopping Employee Theft in Your Coffee Business

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    Regardless to how good of an employer you are, and even if you treat your employees well, understand that employee theft is a reality, and you need to control it. While it may only be a very small percentage of your staff that might steal from you, it can have a significant financial impact on your coffee business. If it goes unnoticed, employees will usually become even more brazen in their activities.

    When it comes to theft, your employees are likely to fall into one of the following four categories:

    Mr./Ms. honest – these are people who would never think of taking anything if it doesn’t belong to them. If they happen to go home with one of your ballpoint pens, they’ll bring it back the next day, and feel guilty that they took it home, even though it was unintentional.

    Incidental theft – these are people that will take home your pen by accident, and will keep it. And, they may scarf a piece of cheesecake occasionally when you aren’t looking, even though they know they shouldn’t. Because these items have minimal value, they have no great sense of guilt related to their activities.

    Theft because of need and opportunity – this is when you have an employee who is perhaps living on the edge financially, and because they have the need, and because your security may be lax, they’ll take advantage of an opportune situation to take something.

    Compulsive theft – this is the person who is always looking for something to steal, and they have absolutely no conscience about it. They typically rationalize the theft in their own mind. They consider you to be the rich, fat cat, and feel that they are over worked and under paid, so stealing from you is justified.

    Employee theft probably exists to some extent within your operation, whether you are aware of it or not. You can most likely live with incidental theft, provided it doesn’t get out of control. Theft related to need and opportunity is, in reality, your fault. These people would probably not steal from you normally, but a lack of security procedures has created the temptation and means for them to do so. Compulsive theft must be discovered, stopped, and you must eliminate the person(s) responsible.

    Losing product due to theft:

    Your employees may have no desire or need for a sleeve of 12oz. paper cups, Java Jackets, or a roll of toilet paper… but they might like a frozen cake, gallon of chocolate sauce, 6-pack of beer, or a bottle of wine.

    There are some simple things you can do to greatly reduce the chance of being ripped-off. First, don’t allow your employees to store their jackets, backpacks, and purses near where you store products. This makes it incredibly simple for someone to slide something into their bag or jacket pocket when no one is watching. I always had my employees store their personal belongings in the cabinet under the cash register (where someone would always be watching), or in my office, under lock & and key.

    Second, keep the back door of your store locked with a key at all times (you or your supervisor being the only ones having a key). If customers regularly enter through your back door, this may not be an option. If your back door is an emergency fire exit (and it probably is), you’ll need to install an alarmed breaker-bar. The whole point is that you don’t want your employees to be able to flow in and out of the back door without you knowing about it. Carrying product out the back door to their car, a hiding place for later pick-up, or an awaiting friend, is one of the most common ways products will exit your store.

    Once you have made it more difficult to stash things in their personal belongings, or carry them out the back door, employees may resort to hiding items in the trashcan. Of course you will unlock the back door to let them take out the trash. If they have hidden something in the trashcan, a dumpster-diving expedition will certainly be planned for after-hours to recover their treasure.

    Periodic trashcan checks should eliminate this problem, or make it a far less appealing option to anyone considering this method to smuggle things out of your store. Buy a long handle 3-prong garden rake. When employees ask to take out the trash, accompany them, and have them hold the can up on the edge of the dumpster while you rake out the trashcan contents. What you are looking for are things that might have been hidden in the trash, but you can tell your employees that you are merely making sure that small wares aren’t being accidentally thrown away. During the 15-years I owned and managed restaurants, I discovered everything from six-packs of beer, bottles of wine, and packages of steaks hidden in the trash!

    Another situation that will create an ideal opportunity for employees to steal from you is having only one person working in your store. If your baker comes in each morning a hour before you or the next employee, or if one person is left to clean and lock-up the place at the end of the day, opportunities for theft abound. As the old saying goes: when the cat’s away…

    Always try to have at least two people in your store at all times. If there is not justification for having a second employee on the clock, then you will need to be that second person. If this requires you going from a 60-hour workweek to 80-hours, then this may not be a tolerable option. If this is the case, then at least invest a couple of hours more each day for a week or two to do some detective work.

    During those times of day when only one employee is working, park at the far end of the parking lot, or across the street, so that you will reduce the chance of being noticed by your employee. If they are familiar with your vehicle, use your spouse’s or friend’s vehicle for a few days. Watch carefully (with binoculars if necessary). I know this all sounds a little CSI – like, but better to rest-easy, feeling fairly assured that your employee isn’t carrying away your store when you’re not watching. If I had the time, I could tell you countless stories of my experiences in catching employees red handed, loading the trunks of their cars.

    If you suspect that theft of product might be occurring, but you’ve seen no direct evidence of it, then conducting a daily key item inventory may shed some light on the situation. Write down a list of 15 to 20 products that you think would be most appealing for someone to steal. In your coffee business, this might include items such as coffee, syrups and sauces, smoothie puree, biscotti, cookies, and desserts, sandwich meats & cheeses, and of course beer & wine (if you serve those from your operation). Then take an inventory of these items every day. Your employees don’t need to know what you are doing, and if they ask, simply tell them you are taking an inventory for ordering purposes.

    What you are looking for are anomalies in usage. For example, let’s say that from your daily inventories you assess that you use about half a gallon of chocolate sauce per day. Then, one day you notice you used 1 1/2 gallons of chocolate the previous day. This should send up a red flag! Why did you go through an extra gallon of chocolate? Were you significantly busier yesterday, or did you featuring several drink specials which contained chocolate sauce? A quick review of individual item sales from yesterday’s cash register report should provide you with the answer. If you average one ounce of chocolate per beverage, then using 1 1/2 gallons means you should have sold approximately 192 beverages containing chocolate (128 oz. per gal. x 1.5 = 192). If this was the case, no problem. But, if you discover that you only sold 64 beverages containing chocolate, then 128 oz. (or 1 gallon) is unaccounted for and missing! A good indication that it probably walked out the door. If this happens, keep track of who was working on the day of the shortage. If this happens continually, eventually you will discover that the same person or persons were working every time.

    Theft of money by employees:

    Hopefully, none of your employees will have the desire to steal products from you, but some will be tempted by the lure of cold, hard, cash. Everyone could use an extra $20 a day. Employees who steal money from you will definitely hurt your bottom line, and must be eliminated.

    The first way to reduce cash theft is to have a cash handling policy in place that will discourage theft. If multiple employees are using the cash register, and no one person is responsible, then I can almost guarantee that your cash drawer will keep coming up short on a regular basis. The fact that no one person can be held responsible for the shortages, will make grabbing a bill or two easy and appealing.

    Implement a policy that one, and only one person is responsible for the cash register for the entire shift. They should count the drawer at the beginning of their shift to verify that they are starting with the designated change bank. Then, they should be the only person to ring up sales and make change. Even you, the owner/manger, should keep your hands out of their cash drawer. Finally, at the end of their shift, they should set aside the amount they started with in the change drawer, and total all the remaining cash, checks, and charges, and balance against what was rung up on the register. If they started with the right amount of money in the cash drawer, rang everything up, took all the money, counted back all the change, and they end up short… who’s fault is it? It can only be theirs. By implementing this simple policy, I once took an operation that was coming up $100 a day ($3,000 a month) cash short, and reduced it to $3 a day, in just 30 days! That’s over a $2,900 bottom line improvement, (in case you didn’t do the math)!

    The other common method that a cashier might use to steal money from you is by using a method called, building a bank. This is the process of not ringing up items on the cash register, while still taking money from the customers, and then pocketing that money. Typically, they will obscure the view of the cash register display on the customer’s side with something like a flower, retail merchandise, or by turning the display so that it cannot be easily seen. Then, they will pretend to ring up an item, but will hit the no sale key instead, popping the drawer open so they can take the cash and make change, but in reality, they haven’t rung up anything. The other thing they might do when it is busy is to just not shut the drawer between transactions. They simply convey verbally the cost of items ordered by customers and take the cash, but once again, nothing has been rung up.

    A cash register that prints out the order on a remote receipt printer to the person who will be preparing the item, can eliminate this problem. Quite simply, if the item isn’t rung-up, it won’t print out. If your barista or cook won’t prepare anything without a receipt (and they shouldn’t!), it will force your cashier to ring everything up.

    If you observe that the cash register’s display has been blocked from the customer’s view, or there are an excessive number of no sale indications on your cash register’s detail tape, or notice that your cashier is not shutting the drawer between transactions, beware! While these may not be indisputable proof that your cashier is stealing from you, they should certainly heighten your vigilance to find out if something is going on.

    If your coffee business only warrants having one employee working at a time, perhaps because you own a cart, kiosk, or low volume drive-through operation, then how do you go about keeping your employee from building a bank and stealing from you? The best solution I’ve seen is to turn your customers in to watchdogs. Affix a sign to the front of your cash register, in plain sight of the customer, that reads: If you don’t receive a receipt with your order, it’s FREE! This will force your cashier to hand each customer a receipt for their purchase. If they are building a bank, this means they will have to hand the customer a receipt that says – NO SALE; something they probably won’t fell comfortable doing!

    The financial impact of theft of money can be extremely damaging, for example: Let’s say you have a cashier who is skimming off $20 a day by not ringing things up, and then pocketing the money. Not only did you loose the stolen $20, but the $7 of ingredients that were probably used to produce the ordered products; ($20 x 35% ingredient cost = $7.00). So in reality, you lost $27, and it will take an additional $41.54 in sales, to recover this loss; ($41.54 x 65% gross profit = $27). $27 a day lost to theft, X 21 days worked by the employee = $567 lost cash & product per month; $872 extra sales required to offset this loss. (Annual loss, $6,804; $10,468 in additional income required to offset loss.) You must stop theft of money!

    Theft of money management:

    If you have a manger running your operation for you, this can really create an opportunity for cash theft. Just about anyone who has ever run a food service operation (self included), probably felt that they were over-worked and under-paid. Some are tempted to grant themselves an unapproved raise. Your manger has the control key to the cash register, which means they have the ability to back off items that were sold. You would be wise to check your cash register detail tapes on a regular basis. If you see multiple items backed off in groups, or more worrisome yet, all backed off at the very end of the shift, beware!

    A good way to keep this from happening is to establish a policy that no over-rings are to be backed off of sales on the cash register with the management control key. Instead, when the cashier makes an over-ring, they should take the receipt, write over-ring on it, sign it, and put it in the cash drawer. At the end of the shift, the total of all over-rings should be manually backed off of the sales total indicated on the cash register report.

    Many years ago I had a manager that was stealing money from me in another creative way. This manager, who opened the store each day, would reset the cash register by Z-ing it out after the first half hour of business. He would then pocket the proceeds earned during that first half hour. Because additional sales were generated during the second half hour, the cash register hourly sales report would always show sales for the first hour of operation, thus eliminating any suspicion that something might be going on.

    It wasn’t until I was doing a routine audit of cash register Z tapes that I noticed something wasn’t right. When you run a Z report, which resets the cash register at the end of each day, a multi-digit number will usually be printed somewhere on that tape. The next time you Z the register, that number will advance by one digit. I noticed that even though the tapes were sequential in date, every other number was missing. This tipped me off that the register was being Z-ed twice a day! When I confronted my manager with the tapes, his look of panic spoke volumes.

    If you are doubting the honesty of any of your employees or managers, one way you can verify or eliminate your suspicion is by baiting the cash drawer. Slip an extra $20 bill in the drawer sometime during the day when they aren’t watching. If they don’t end up reporting at the end of their shift that they were $20 cash-over, I’ll do it a second time (just to make sure). If they don’t report it a second time, you should have no doubts that they are indeed, dishonest.

    NEVER accuse an employee or manger of stealing unless you catch them red-handed (actually stuffing money into their pockets). Even though the circumstantial evidence may be overwhelming, unless you actually catch them in the act, they are likely to deny your accusations, and will probably file a complaint against you with the department of labor! The brief moment of satisfaction you will gain from letting them know you are aware of what they’ve been doing, will be quickly overwhelmed by the legal predicament you will find yourself in. You will be far better off to not make accusations. Simply terminate their employment. In many states, you do not need to provide a reason as to why you are letting them go. When they ask for an explanation as to why you are firing them, simply say: I don’t need to give you a reason, I’m just letting you go, goodbye!

    Finally, don’t over look technology to help you with security. Surveillance cameras linked to a DVR (digital video recorder) can provide you with peace of mind, or evidence of theft. These systems have become very affordable, and many are easy to install. The value of these cameras go beyond having a video record of operations. The mere fact that employees understand that their activities are being video recorded, will usually discourage them from doing things that they might not think twice about, if no one was watching.

    I think it’s important to not be paranoid about employee theft. Certainly, you don’t want to be constantly obsessed with the suspicion that everyone is stealing from you. In reality, the majority of your employees are probably honest people. But, you would be wise to establish some simple safeguards, and maintain a watchful eye.

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    Source by Ed Arvidson

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  • Customer Service Tips – How to Handle Irate Customers

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    Are you ready to learn how to keep every guest happy? It starts with making sure that your managers are thoroughly trained in every position within your restaurant. They need to know all the jobs, so they can step in if someone calls off sick, or if sales are higher than expected.

    The manager needs to be highly trained in excellent customer service. This type of service is called “wow” service because your customers will say “Wow!” about their experience at your restaurant.

    One way to easily accomplish that “wow” experience is simply by telling your managers that every time they are in direct contact with any guest, that they are smiling, being friendly and attentive to the guests. If a famous person was coming to your restaurant, how would you treat that person? Every guest should be receive that same VIP treatment.

    In case of a dissatisfied, angry, or irate customers, we recommend applying the GLAD technique. This will dramatically decrease customer related matters, and lead to customer recovery.

    What is the GLAD Technique?

    1. Go to the guest
    2. Listen carefully to the guest
    3. Apologize to the guest
    4. Do what it takes to solve the problem

    When approaching the upset customer, always shows genuine concern. It is important to listen to the guest without cutting them off. Make sure that you take the time to fully understand their concerns. Remain calm. Responding to anger in a calm manner may help reduce the person’s anxiety. Don’t be fake, be real.

    Always apologize to the guest, even if the customer is wrong. Even when you are certain the person is wrong, go with the mindset that the person is right. Never offer excuses as to why the problem occurred, but offer solutions instead.

    Solutions will vary depending on the complaint and the circumstances. Offer a solution and ask if this will meet the customer’s needs. Go above and beyond. Remember, one angry customer leads to other lost customers. Keep in mind that for each customer you lose, you will lose 11 customers within the next few weeks. That number will compound because those 11 people will also repeat what they heard from the first customer. Ultimately you could be losing hundreds of customers because of one dissatisfied customer. If the matter is serious, you could even lose your restaurant’s reputation, and the restaurant could end up being shut down.

    Every customer that leaves your restaurant tells family, friends and co-workers about the experience at your restaurant. If the experience was mediocre they won’t say anything, but if it was very good experience at your restaurant they will tell others. If it was a negative experience and they walked out dissatisfied, then the reputation of your restaurant will be impacted. Negative feedback from your customers could mean the end of your business. Don’t underestimate the power of the word-of-mouth effect. Word-of-mouth will work with you or against you depending on the guest’s experience.

    Do you really want to lose business because of customer complaints? Teaching effective customer service techniques to your managers and staff should be at the top of your to-do list.

    Teach your managers to be proactive in preventing customer related matters. Manager presence in the dining room is a wonderful path to reduce customer complaints. The manager should spend at least 80% of his/her time in the dining room, and only 10% in the manager’s office.

    The manager also needs to physically approach each customer’s table to ensure that WOW guest service is in effect. The manager also needs to learn how to detect negative body language and how to express positive body language.

    How do customers show their dissatisfaction with their body language?

    • When you are in direct eye-to-eye contact, you can witness the anger in the customer’s eyes.

    • Seeing untouched food, especially when everybody at the table ate their food, except the one customer who barely touched his or her food.

    • The manager asks the customer, “So how was your meal and service tonight?” The customer replies, “It’s okay”. If the customer was fully satisfied with both the service and the meal they may say it was “terrific” or “great,” not just “okay.”

    • When you look at a guest and you get an uncomfortable “gut” feeling, act on that feeling.

    • You see a customer looking around as though they want someone to help them. You may even see them glaring at a server speaking with other customers.

    What is your body language saying?

    • Always use direct eye contact when talking to your guests. Never look away while you are talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.

    • Never cross your arms when talking to guests, this could be interpreted as shutting them out or anger.

    • Never roll your eyes, as this is very disrespectful and it appears that you are belittling their concerns.

    • Constantly listen to the guest even if they are angry. It may help to allow the person to vent their anger. Always acknowledge their feelings.

    • Ask the customer what would improve the visit to your restaurant.

    What do you do with Moody Customers?

    This is your opportunity to turn around the customer’s mood from a bad to good. Make certain that you are on top of things and pay attention to details. If you have any concerns about their experience, you may even offer the table a free appetizer or dessert. It may seem like you are losing money by “giving away” food or “discounting” their meals; however, you will lose more money from each lost customer than you will for that one food item or meal. If you successfully turn things around, then you may create repeat business. Kindness and consideration of their needs will often overcome their anger.

    A wise person said, “How you handle positive feedback is important, but it is more important to know how to handle negative feedback.” Make sure you tell the customers that you appreciate the fact that they took the time to tell you about their experience. Don’t make excuses, instead find solutions. Don’t disagree with the customer, even if you know the guest is wrong.

    If you don’t learn from your mistakes, you are doomed to repeat them again and again.

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    Source by Donna Schim

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  • Affiliate Marketer – The Win-Win Technique

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    Affiliate marketing has turned out to be just about the most efficient way to market on the web. It is usually among the most active for anybody with a web site in order to obtain profits on the internet. Affiliate marketing is an arrangement made by a product owner and a site owner. The site manager, permits the usage of the website for the advertising of the merchant’s goods by back-linking towards the merchant’s web-site. In return, the vendor or product owner compensates the internet marketer according to all product sales produced because of the internet marketer efforts. Whenever an individual follows the URL ((Uniform Resource Locator) on the internet marketer site and proceed to made a purchase, the affiliate marketer receives a percentage. The product owner pays off the affiliate as long as a person clicks the merchandise link and buys something.

    Affiliate programs are identified as a win-win scenario for both the vendor and also the affiliate because of the pay-for-performance structure. Both parties enjoy big benefits with this technique. There are numerous rewards for the merchant. It provides them with a larger market place to promote services or products. Through their marketing efforts, the affiliate marketer will provide the goods and services the ideal visibility that maybe could not be possible with the use of traditional promotion approaches. The more online websites a vendor has access to, the larger the exposure his products will have, which more than often converts into product sales. Internet affiliate marketing is the same as possessing an army of sales agents who can carry out promotion and may only get paid in the case a client buys.

    At the same time, because an affiliate marketer relationship can be a win-win scenario, the affiliate marketer also looks forward to lots of benefits. Foremost involving these is the simplest way to produce revenues. The affiliate marketer can gain using an advertisement or back-link to the vendor’s site, which potential customers will ideally press and ultimately make a purchase. When the target individual follows the offer within the affiliate’s website, is rerouted towards the vendor’s site and usually proceeds to purchase that specific product or service. The more recommendations are made, the far more possibilities of earnings for that internet marketer.

    Affiliate programs are an exceptional way to generate income while in your own home. You’ll find practically no initial expenses. The merchandise has already been created and verified through the vendor, and the only costs you have are the ones related to finding the customers and direct them in front of the offer. Internet programs are typically exempt of cost to sign up for, so affiliate marketers don’t need to be worried about start-up fees. There are millions of products you can consider. You’ll find affiliate marketing programs available for practically any merchandise offered in the web. Certainly, you can find a service or product out there that is definitely related to your site.

    Furthermore, there is no sales knowledge required. Most programs provide outstanding assistance with regards to supplying advertising material. The simplicity of online marketing enables you to be an internet marketer at the minimum cost as well as enjoy the most convenience. You may also be able to create a profitable affiliate marketing enterprise in the comfort and ease of your home. In internet affiliate marketing, your main duty is actually to seek out potential customers and direct them to your selected offers; there is no need to concern yourself with products on hand, quality or even delivery. These, together with customer support are the responsibilities of the product owner.

    Due to the possibilities on the world-wide-web, it is simple to find a large number of prospective buyers. You are able to accentuate your strategy by applying extra competitive and effective techniques including viral marketing and videos. By bringing in much more prospective buyers, you’ll realize a big increase in your possibility to generate income. Another advantage of an internet marketer is definitely the small monetary risk involved. When the item you happen to be promoting is just not creating wealth you’ll be able to dump it and select a different one. There aren’t any long-term binding agreements braiding you to products and solutions that are certainly not creating sufficient revenues.

    Consider the very best advantage of becoming an internet marketer as the unique chance to improve your revenues and the fact that you may earn profits even when you use internet affiliate marketing only as a part-time business. With your personal affiliate enterprise, you can generate easily some extra income, despite the reality that you need to apply hard work and made use of your thoughts to maximize your possible earnings. Without a doubt, affiliate marketing and advertising is among the most basic and most successful work at home opportunities on the internet today.

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    Source by Ruth Celeste Lee

    Views: 0