25
Aug

Getting the Best of your Staff

 

The popular saying that “If you don’t train them, don’t blame them.” scream at us whenever we see or hear it but, have you taken time to consider this saying in regard to your business? A lot of employers, especially the SMEs complains about incompetence and waste by their employees who have little or no work experience and got employed after graduating from a university that never prepared them for the challenges of a workplace.

Hmm…You are thinking about on-the-job-training? I guess! If that is sufficient, why do you think big corporations spend millions on training their workforce? If your argument is lack of funds, you definitely have a point there but you could encourage your staff on what training/certification to take and augment the fee with whatever the company can afford.

I once worked at a small company where the employer always blamed the employees (fresh graduates) for their mistakes and ignorance. This employer is a learned and very intelligent individual who worked for a big organisation where training and staff development is very important. How did he ever miss the point? It’s a wonder that he kept ranting about how useless his employees were especially whenever he wanted to create an impression when he never spent a dime on training and development. The bitter truth is that he had on his hands a lot of unrefined gold which he never took the time to polish.

Working with untrained employees does a lot of damage than help your business in that you spend more wasting time, resources and energy. You also lose their goodwill in the process as you get angry and lose your temper, you gradually become a terror to them using ‘swear’ words, writing queries and sacking people who find it difficult to understand what they did wrong. In the process, you damage their self-esteem and make them feel worthless and senseless. They get tired of the job and begin to make more mistakes because they no longer understand how to please you and what they can do to upset you while all they have been doing is to put in their best to see your business grow.

The end result of all these could be business shut down! How, you may ask? After investing a lot of money and borrowing from the banks to pay salaries, rent and the overhead cost, there may be a wide margin between your profit and expenditure in that you may not be making enough profit to cover your running cost and the process may get worse as you pay double for the mistakes made by your employees (and maybe  your own mistakes too), this may become the inevitable end.

Where can you get help?

Getting a professional to help you through the growing years will go a long way to ensure growth and proper nutrition.

There are free classes like Covenant Capital Business School (CCBS) http://covenant-capital.org/?page_id=2048 that you can attend and also The Covenant Capital Business Clinics http://covenant-capital.org/?page_id=2034 where you can be advised on the various issues concerning your business.

Ensure that you implement all that you learn through these training and voila! You are on your way to become a giant enterprise. .

Remember, not putting the right process in place is deadly. Don’t be like the cook who after adding ingredients to a pot of soup discovered that it was still tasteless and  with the intent of getting the right taste, he held on to the spoon and kept tasting the soup from it while adding more salt to the pot of soup thinking that the salt isn’t enough. What a disaster it was!

The ball is in your court

A business that plans to grow should learn to give, accommodate, develop and accept the discomfort involved in growing just like everything start from the bottom. You are climbing a ladder, remember to pull people up in the process. The end will always justify the means.

© Toosin Adewuyi (2019)

28
Dec

Quality Service as Competitive Edge

Today’s marketplace is extremely competitive, offering thousands of products and services accessible at customers’ fingertips. The single distinguishing factor in attracting new and retaining existing customers is increasingly becoming ‘service’.

“The battle for repeat business is critical to long-term success in today’s intensely competitive marketplace. Customer Service is not just a competitive edge. In many industries, it is the competitive edge. Service is the new standard by which customers judge performance.” – William Band

Customer Service is really selling. It is what inspires a customer for return purchase more often. Customer Service is not only the responsibility of the customer service personnel, but also of the overall involvement of all stakeholders in the organization. The quality of service offered in an organization greatly impacts on the bottom line result.

The only competitive advantage available to an organization in a service economy in which everyone is providing essentially the same level of quality service. It has become a long-term competitive advantage for businesses in competitive markets. Irrespective of the industry, the approach to service delivery plays a vital role in the accomplishment of any organization’s corporate goal. It must be planned, strategically implemented in line with customer expectations and appropriately measured for improvements.

Sometime, we are all in a marketplace where all contenders are offering the same product with similar prices and almost the same marketing strategy. If there is a service element in any activity, then there can be a competitive advantage.

Quality Service should ingrained in every department of the organisation because, ultimately all activities impacts on the perceived final quality of the product and service experienced by the customer. In rendering outstanding and impeccable service, one’s attitude plays a vital role. We must continuously express thoughtfulness, show courtesy, integrity, helpfulness, efficiency, availability, friendliness, knowledge and professionalism in our work.

It is worth noting that poor services eat away at a company’s reputation. Your customers deserve to always experience an impeccable service, which in turn triggers a longing for repeated business.

Whatever you are engaged in, your service is a reflection of your brand and commitment to proffering a memorable customer experience. Let quality service be your competitive edge in the marketplace.