Business Tips – Intellectual Property

Business Tips – Intellectual Property

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd

Let’s start at the very beginning – what exactly is Intellectual Property?  Is it something to do with an ‘Invention’ or perhaps something that is associated with a particular product, then don’t leave out things like designs or even copyright?  Would you consider any of these IP (Intellectual Property)?  The reality is that it is all of these and still so much more.  It’s also about all the information that you have in your head and how you use it.  Think about it for a minute – if you go to the doctor, you would not even think twice about the fact that you would need to pay them – you would automatically expect to pay them.  Yet people think that they can phone me up (whether they actually know me or not) or mail me and ask for all sorts of advice on whatever topic they think that I might be versed in and expect to get that information for free.  Why is that do you suppose?  Is it because I don’t have an “MD” or a “PHD” behind my name? Here’s the thing though, just because I don’t have a degree behind my name, doesn’t mean that I haven’t paid my dues, one way or another!

The reality of the situation is that I have the information and I have in it my head, I don’t have to do the research.  Much of the information that is in my head had been gathered over a period of over 45 years.   It’s information that I have paid dearly for, with my time, with my sweat and with my insatiable curiosity.  I have done without, in many instances, to get my hands on the information.  I have struggled and been tenacious in my quest to get there and do it.  That’s not to say that you could not go that route yourself – much of the information is freely available – what it will cost you is your time, your ability to understand the information and often the price is the cost of your experience. 

The problem here, as I see it, is that you want the information now.  It’s instant gratification that you want.  You don’t have to want to go and look it up on the internet or spend some time in a library or even experience the thrill, the taste or the pleasure of it.  You just want the answer and if I am the only one to be in a position to give it to you right here and now, well then my dear, that makes it my Intellectual Property and that gives me the right to charge you either the time that it takes for me to give it to you or for the actual information or both.  Of course whether you are prepared to pay for it would also come into play, but make no mistake – it’s mine to give or withhold as I see fit.

Mentoring is something that I am very passionate about and it is something I really believe in.  I have a mentor and there have been several people over the years that I have mentored.  That said, I don’t necessarily believe that it is your God given right to demand a mentor or even expect a mentor to give you anything for nothing – even mentor’s need to put food on the table and what kind of mentor would I be if I gave you everything of me and in me and then starved to death – not a very good example I’m afraid!  So where is the line between what I am prepared to give out for nothing, nada and with love and no expectation and where I get to a point where I say ‘enough now – you have to start paying, or reciprocating in some way’?

I recently had an experience whereby I was asked by a colleague to mentor someone (let’s call her Jane).  Jane got half way through a university degree, she then dropped out because of financial constraints and now Jane works as a clerk for a corporate company.  Jane now wants to become an Internal Auditor and wanted my help.  Let me be clear on that Jane wanted my help, I didn’t particularly want Jane in my life!

It was pretty clear from the get go that as much as Jane wanted the help, she didn’t want to pay for it and certainly she did not want to be inconvenienced in any way.  In other words, Jane wanted my help but Jane wanted help in her time and on her terms.  Jane never phoned when she said that she would, she didn’t get back to me when she said that she would and when we eventually did commit to a meeting, she didn’t pitch – not only did she not pitch but she also did not even have the good manners to contact me and tell me that she couldn’t make it. 

How rude!
How absolutely disrespectful!

When I reacted and charged Jane for wasting my time, not the consultation you understand and not the mentoring – but for wasting my time, Jane had a conniption fit!

Poor Jane – you see, she may not pay me, but I will still have the knowledge that she wants and now will not get and quite honestly money is something that is very easy to generate. 

Me, what don’t I have - well thankfully I don’t have Jane!

You, what do you have?  Do you have a mentor with the Intellectual Property that you would love to have and do you treat them with respect or do you ‘trash’ them, much in the same way that Jane tried to ‘teach me a lesson’ by refusing to respect me, by refusing to understand the value of what I could have given and shared with her? 

I wonder, what is my Intellectual Property worth to you?

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Inspiration – A Tough Challenge

Arland Gilbert says “When we accept tough jobs as a challenge and wade into them with joy and enthusiasm, miracles happen.”

My workshops are growing with momentum.  More and more people are attending – more and more people are ‘getting it’ and more and more people are understanding what they need to do.  Some of the people who attend are thinking about starting out on their own, some have just started and ironically many have been in business for many years.  They all still keep coming and they all still keep sending their friends, family and colleagues.

HR 101 - Sexual Harassment – Be Warned

HR 101 - Sexual Harassment – Be Warned

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Please note that this pertains to South African Labour Regulations and Best Practice.

When we think about ‘Sexual Harassment’ most of us think about the office letch who tries to ‘cop a feel’ at every opportunity at the annual Christmas party or any office function for that matter.

Truth be told, it’s a lot more than that and it covers a vast array of incidents that most of us would never even think about.

Having a look at the code of conduct I came across some startling revelations – these are (but not limited to):

Sexual Harassment charges can be brought about by the unwanted (unwelcome and not mutual) conduct of a sexual nature of Employers, Managers, Supervisors, Employees, Job Applicants, Clients, Suppliers, Contractors and in fact anyone who has dealings with a business.  Here’s the thing to keep in mind if you are the Employer – an employee has the constitutional right to work in a safe environment, so you are not just responsible for your behaviour and that of your staff, but also of all the above type people who may be visiting your offices at some point or another.  How scary is that?

The Code of Conduct also states that Sexual Harassment is not confined to persistent behaviour but can also be a single incident.  So it is not only about the Supervisor who is constantly pinching the rear ends of the female staff but it could be the sandwich delivery chap who winks at the receptionist as he delivers the boss’s sandwich.

Sexual Harassment is also not only of a physical nature but it can also be verbal.  Some of the examples as quoted in the Code of Conduct are listed (but not limited to) below:

1. Physical conduct. 
- this pertains to any unwelcome physical contact from someone simply touching you to the more serious charges of sexual assault and rape and it can and often does include a ‘strip’ search by or in the presence of someone of the opposite sex.

2. Verbal Conduct.
- This pertains to things like unwelcome innuendoes or suggestions and hints.  What one person may consider innocent flirtation may be perceived by another as a sexual advance.
- Comments with sexual overtones or sex related jokes, or insults or even graphic comments about a person’s body made in their presence or even directed towards a person, would also fall into this category.
- Inappropriate enquiries and questions about a persons sex life, their sexual orientation or even whistling at a person or a group of persons can (and does) fall into this category.

3. Non-verbal Conduct
- gestures (remember the often used zap sign that we are all so fond of using), indecent exposure (the office flasher and that includes the ‘wardrobe malfunction’ in the form of an exposed boob) and the unwelcome display of sexually explicit pictures and objects (be careful who you send porn to and who reads the jokes in your e-mails) falls into this category.

4. Quid Pro Quo Harassment
- This is when the boss or supervisor or member of management or even a co-employee tries to influence the process of employment.  This is when your increase or promotion or your access to training, the manner in which or when discipline takes place or even your dismissal, or your job application or any employee benefits hang or is dependant upon sexual favours.

5. Sexual Favouritism
- this, of course is when the boss (or a person in authority) rewards only those who respond to his or her sexual advances and the rest of the staff are not rewarded at all.

The bottom line is that it is the responsibility of employers to ensure that they create and maintain a working environment in which the dignity of their employees is respected.

 Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Customer Service 101 - Sick of Bad Service

Customer Service  101 - Sick of Bad Service

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

So why is it that many customers do not complain?  Well one theory is that it is because of the physical reactions to their own bodies that make people reluctant to make the complaint in the first place.

According to Harris Interactive, 85% of the respondents in a survey said that they had “customer experiences so appalling that they have:
• Used foul language (29%)
• Developed a headache (21%)
• Felt chest pain (6%) and
• Cried (5%)

The most common frustrations being:
• Not being able to understand a customer service agent (44%)
• Being put on hold, listening to bad music or repetitive messages (45%)
• Spending a great deal of time on a website or automated phone system searching for important information and not finding it (39%).”

Actually my pet hate is not even mentioned in this lot, although I am sure that I cannot be the only one to experience it.  It’s the customer service call centre person who will not put you through to a supervisor or a manager or anyone for that matter, despite the fact that they cannot or will not or do not have the grey matter to assist you.
Clearly the reality of the situation in South Africa is that good customer service doesn’t seem to be on the agenda at all.

Part of the problem I suppose is that many customers, who want to complain often don’t know how to complain, where to go to complain or even what to complain about, strange as that may sound.  On the other hand there are many companies who don’t have the necessary infrastructure in place to handle queries and complaints and the result is that you get passed on from one person to the next, obviously explaining the whole story each time you get passed onto another poor soul who has no clue how to help and so just passes you on again!

Talk about frustration!

The onus, I am afraid is on us, the consumer.  In order for Companies to actually do something about bad service, it is up to us to get the message through to them that things are wrong and that we want change to take place.

We, as consumers have the power to ensure that businesses give us better service, but we have to speak up, take action and get the ball rolling.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za

Networking 101 - Get Your Mindset Right

Networking 101 - Get Your Mindset Right

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

For many of us, Networking is not an easy thing to do and for introverts especially, the next part is extremely difficult.  Getting your mind set right is of vital importance.

Getting you and your business visible, credible and profitable means that even the shyest of us need to crawl out into the open and get busy.  We have to make sure that we create a certain skill set and what have to get out there and meet and mix with people.

Get yourself to as many networking meetings as you can find, even if it means attending meetings held by your local Chamber of Commerce.  If you are able to, get yourself writing a regular column in your local newspaper, start a blog.  Get onto other people’s websites or networking websites.  Participate in discussions and share experiences or information.

As you become more and more visible in the business community, your own credibility will begin to develop.  Don’t be shy to ask for testimonials and post them onto your website.

Once people start recognising you they will understand that you are here for the long haul and before you know it you will start receiving quality referrals.

Make sure though, that you always deliver.  If the message on your phone says that you will call back, they make sure that this is exactly what you will do.  If you make a promise – make sure that you deliver more than the minimum. 

Build your reputation so that no matter where you are, someone will have heard of you and someone can vouch for you.

Whatever you do, do it with reliability, integrity and credibility.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za  or http://www.viljoenconsulting.co.za

Business Tips – How to Manage Cash Flow

Business Tips –  How to Manage Cash Flow

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd - July 2009

Last week we looked at exactly what cash flow is and this week we will look at the ‘how to’ of managing cash flow.  For me as usual, it’s the simplest method of ‘how to’ that I will be sharing, so please just be aware that there are many more components and levels of complexity to this subject.

It is important to understand that most of the money that you generate as an inflow should be from the sale of your product or service.  It cannot be from investing or finance – if this is the case you are going to be very deep in the smelly brown stuff without a shovel to dig yourself out.  So sales are obviously key, irrespective of whether you are selling a product or a service.

It is also important to understand that the inflow and outflow of your business tells the story of how healthy or unhealthy your company is.  That is one of the reasons that I believe it is so important to have the services of a really good accountant to assist you.  The understanding and ‘reading’ of the story of your business can only be done by someone who is experienced in these matters and someone who will tell you where you are going wrong and guide you back onto the correct path.  My someone, is Nico Labuschagne of Labuschagne & Associates and I am quite happy to share his contact details if you ask for them.

That said it is also very important to understand that cash flow is a ‘real time’ issue as opposed to having your books done on a monthly basis – by the time they get to the bookkeeper/accountant they are already a month or so old and are therefore a ‘reactive’ issue.  You cannot wait for a whole month to then realize that you have no money to pay the bills that are coming in and are due, right now!  In terms of cash flow, you have to be proactive – you have to know what is happening right now!

To create a cash flow statement, and remember that it is a living breathing document and it changes all the time, you need to take all the business inflows and subtract all the business cash outflows.  This is usually done on a monthly basis but it can be done for any specific period.  Obviously doing this manually is a pain in the rear end and by using an accounting package to generate financial statements and thereby producing a Cash Flow statement, would be the simplest way to do it (another reason for a Nico in my life, I don’t have to invest in expensive software accounting packages.)

When you work out your budgets, it is extremely important to use ‘cash flow projections’, because if you as a business owner, do not understand the way that your cash flow operates, you will find yourself in a cash flow crunch, where you will be waiting for funds to come in, but have operating expenses that need to be paid now.

This is particularly true if you have or run sales on account (hopefully you are then registered with the National Credit Authorities as a service provider), or alternatively have clients who pay 30 or 60 or even 90 days.  You need to make provision to ensure that you have enough cash on hand to pay your bills while you wait for monies to come in.

As SMME’s, I am sure that you will agree that this is a very difficult position to be in  and this is why it is vital to firstly know, what is happening from a financial prospective, in your business and secondly to understand what happens when you have cash flowing both in and out of your business.

Understanding and knowing where your money is coming in from and where your money is going out to, is key to controlling your cash flow.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Customer Service 101 – Power to the People

Customer Service 101 – Power to the People

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

It is said that collectively, we as consumers are incredibly powerful!  Strong words I am sure that you will agree!

You see, we vote for a company either with our wallets, our words or in fact our feet.  Every time we make a purchase for a service or a product, we are voting with our wallets and telling that particular company that we approve of their service or product.  On the other hand, every time we choose not to make a purchase or we use one of the competitors we are voting with our feet and in doing so we are actually telling that company that we no longer are choosing to purchase their services or products.  Then of course when we complain about a service or product we are voting with our words.

It is those words that can cause the most damage.  You see when we vote with our feet – it definitely has a negative impact on the bottom line, but when we vote with our words the negative impact on the bottom line is far greater because not only has that company lost our sale, but in all probability it has also lost the sale of all the people that we have spoken to.

Fortunately or unfortunately, depending upon which way you look at the problem, statistics show that only 10% of the people who are not satisfied with a product or a particular service actually initiate any kind of action.  This, in real terms gives the companies somewhat of a false sense of security in terms of the level of service and actually does us consumers an injustice.  Why you may ask – well if the truth be told, the perception is that the service is not as bad as it actually is.

It is for this very reason, that every single complaint should be viewed in the most serious of light.  Action must be taken as soon as the complaint is received and Companies should take all complaints as extremely serious.

As a service provider you should be continuously trying to find ways in which to ‘up’ the level of your service.

You need to give the kind of service that you would like to receive.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za 

Networking 101 - Networking Takes Time

Networking 101 - Networking Takes Time

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

People are in such a hurry these days!  With the advent of the internet and computerized everything, instead of slowing down (because the machines do everything for us) we seem to have speeded up (to keep up with the machines I suspect) and everyone can be seen rushing around like mad things. Networking seems to have caught the bug too.

One of the major reasons that people don’t see Networking as a benefit is because they don’t get instant gratification.  They expect to write the big deal there and then.  Well people, let me tell you this – that is very unlikely to happen!

Let me tell you a story.  Those of you that know me, know that I come from farming stock.  Yes, that’s right – my parents were farmers and I grew up on a huge 10 000 acre farm in the now Zimbabwe.  We grew tobacco and maize and popcorn.

Spring for me, was one of the most exciting times on the farm.  The very tiny tobacco seeds were mixed with water and liquid fertiliser in big watering cans with oversized sprinklers (to let the seeds out of course) attached to their nozzles and the workers walked up and down the rows of the newly prepared beds watering the soil (but in effect sowing the seeds), in the long seedling tunnels that were protected from the elements.

Huge area’s of land were dug up with tractors dragging metal implements that cut rows of soil and workers walked behind with broomstick like poles that they pushed into the now soft soil with every pace that they took.  Workers walking  behind them dropped a single mielie pip or corn pip into the hole and workers behind them then covered the hole up, effectively planting the maize or corn that would become ‘pop corn’ as we know it.

Every morning I bounded out of bed long before the sun peeped over the horizon, and woke my father up as my excitement bubbled over – I could not wait to get to the fields or the seed tunnel to see if the tiny, tiny plants had pushed through the soil. I could hardly contain myself as my father ate his breakfast and drank his coffee and it seemed like hours before we were ready to leave for the fields.

Daily the workers tended the fields making sure that weeds were pulled and that the seeds were watered and that fertilizer was given to the soil in order to feed the newly forming plants and that the ‘bad’ bugs were kept at bay and the ‘good’ bugs were encouraged in order to keep the plants healthy and strong.

After what seemed like years, but in fact were mere days, the tiny plants peeped out of the soil and stood proud and every morning when we checked I could see that they had grown a little taller.  Still the workers tended the fields and the tunnel to ensure that the plants were watered and fed and day by day the plants grew a little taller and a little stronger.

When the tobacco plants were about 3 to 4 inches tall, in the tunnel it was time to transplant them into the fields.  They were carefully removed from the soil and once again, the tractors with the metal implements tilled the soil into long rows that the workers walked behind with their broomstick handle like poles that they pushed into the now soft soil with every pace that they took.  Workers walking behind them put a single tobacco plant in the hole and workers behind them secured the plant into the soil.  The plants were then hand watered every day that there wasn’t rain until they grew big enough and strong enough to withstand the water from the sprays. 

On a daily basis the plants grew and the workers increased their efforts to keep the weeds and bugs at bay to assist the growth of the plants and ensure that they grew healthy and strong.  Some of the mielie and corn pips did not germinate and a few gaps here and there bore evidence to this fact.  Several of the transplanted tobacco seedlings did not survive their transplant and it was sad to see how they withered and died.  Nothing could be done about them though and we concentrated on the living plants, making sure that they grew strong and tall to maximize on their sale potential.

Why am I telling you all of this?  Interesting as it may be, what does it have to do with Networking?  Well it’s like this you see – a farmer who planted a seed today and expected to sell the produce of that seed today would be considered quite daft – I am sure you would agree.  Yet people who go to Networking meetings expect to reap those rewards on the same day.  That’s an unrealistic expectation too.

Building relationships with people, takes time and those relationships need to be tended and nurtured, just like the plants on the farm.  Taking the time and the trouble to build those relationships will result in an abundance of work coming in, as long as you understand it’s not a quick fix.  It’s not instant gratification.  It’s about building worthwhile, mutually gratifying relationships.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za  or http://www.viljoenconsulting.co.za

Business Tip - What is Cash Flow

BUSINESS TIPS –  What is Cash Flow

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd

We all hear the words every day – “Cash is King”!  Clearly it is preferable to have physical cash in your hand, than say a cheque or even money in the bank.  Why do you think that that is?

Firstly if the money is in the bank, then there may be expenses that still need to go off your account, you would still need to go to the bank to draw money or alternatively you may not have the card or the correct access codes to get the money out of the bank.  So having physical cash in your hand is always a good thing.

Let’s have a look at what cash flow is – exactly.  Quite simply, it is the physical money that you have access to at any given time.  It’s not the money that you are waiting to be paid.  It’s not the stock that you are waiting to sell – it’s the physical cash that you have access to at any given time.

Having a good cash flow is absolutely imperative.  As SMME’s (Small, Micro, Medium Enterprises) we need a good cash flow in order to purchase our supplies, to pay rent, to pay our staff and to pay our way in the every day manner in which we conduct our business.  In short it is that lifeblood that we need in order to earn our livelihood, without it we would whither up and literally die.

So how do we get this ‘cash flow’?

First of all we need to get money into the business – this is usually referred to as a “cash inflow” and it is usually made of up four different components, these are:
• Sales of our products and services – well that’s pretty self explanatory.
• Loan or credit card proceeds – this is either money that we have loaned from a bank or financial institution or indeed money that we have loaned our business in our personal capacity or money that is coming to us from sales that were paid for by means of credit cards or indeed money that we have ‘borrowed’ on our credit cards, even money that is owed to us by our debtors.
• Asset Sales – this would be when we sell assets (such as old computers or vehicles etc) that were previously purchased by the company that we are now upgrading or even just getting rid of.
• Owner investments – these would be property or financial or business investments that we have made on behalf of our company.

Then of course money goes out of the business – this is usually referred to as “cash outflow” and again it is usually made up of four different components, these are:
• Business expenditures – these are of course the expenses that are raised in the normal day to day running of the business.  This would also include salaries and wages etc for the staff.
• Loan or credit card principal payments – just as you got the money either from a loan or your credit card, now you have to pay that loan back or pay your credit card back.
• Asset purchases – again, just as you sold old equipment or equipment that you no longer needed, so now you have to buy new equipment or assets for the business.
• Owner withdrawals – again that is pretty self explanatory and it is when the owner takes money out of the business for personal use.  These drawings are usually offset against the money that the owner has lent to the business out of his/her loan account.

Both the ‘Cash Inflows’ and the ‘Cash Outflows’ also fit into three main categories within the business and these are:
• Operating – this covers the sales of product or services of your business, together with the business expenses that you incur in the selling of your product or service.
• Investing – this would be all the assets that you buy and sell and
• Financing – this obviously covers all the loans and the repayments of the loans as well as the money that the owner has invested into his/her business and the withdrawals that he/she makes for personal use.

So there you have it, basically what cash flow is and the ‘how’ and ‘what’ it relates to.

Next time we will have a look at some simple tips on how to manage your cash flow.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Inspiration – Greatness is Consistence

Inspiration –  Greatness is Consistence

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd  – June 2011

I recently attended the International Women’s Day Centenary Conference here in Johannesburg.  Wow!  What an intense but motivational experience that was.

We were lucky enough to have some really interesting internationally renowned speakers as well as some really powerful local women.

Our very own Venete Klein, who used to hold one of the top Management positions in ABSA and who has recently left the bank to pursue her own dream of owning a business, was our opening speaker.

Venete, during her speech said that ‘greatness is not brilliance, greatness is consistency!’

How profoundly powerful is that?  Many SME’s who I encounter seem to think that ‘greatness’ is about being powerful or being brilliant, or indeed being rich beyond measure and whilst there are many individuals who could be called great, who have all of these attributes too, the fact of the matter is that their ‘greatness’ is attributable to the fact that they have been consistent in their endeavors.

Consistent in their goals.  Consistent in their focus.  Consistent in the application of their actions to achieve whatever it is that they set out to achieve.

The mental picture that this always produces for me is the one of Nelson Mandela when he was released from prison – can you just imagine how focused he must have been to have endured 27 years of prison – my mind boggles!

By remaining consistent in his beliefs, his goals and his dreams, he achieved what was thought to be impossible. 

So don’t worry about the power and the wealth – that will all come when it does – just be consistent in your actions and your dreams.  Just continue to put one foot in front of the other, you’ll be amazed at what you will be able to achieve.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

CPA 101 – Consumer Complaint Procedure – Part 3

CPA 101 – Consumer Complaint Procedure – Part 3

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd

Please note that this pertains to South African Legislation.

Following on from last time, as promised here is some additional contact information.

Please note that the telephone/fax/cell numbers were correct at the time the original information was received by myself, however I cannot guarantee that it is still correct or that information has not changed in the interim.  Should the information be incorrect please check your telephone directory or contact 1023 to obtain the correct numbers.

Government Bodies
Consumer Commission 086 184 3384

Public Protector Tel: 012 366 7000
Fax: 012 262 3473
Toll Free: 0800 011 2040

Department of Trade & Industry Tel: 012 394 9500
Call Share: 012 663 5693

Tribunal Tel: 012 663 5615
Fax: 012 663 5693

Provincial Sonsumer Protection Offices
Gauteng Tel: 011 355 8006
Fax: 011 355 8019

Western Cape Tel: 080 000 7081
Fax: 021 483 5872

Eastern Cape Tel: 040 609 3050
Fax: 040 609 3201

Free State Tel: 051 400 4852
Fax: 051 400 9610

Kwazulu Natal Tel: 031 310 5300
Fax: 031 310 5416

Limpopo Tel: 015 293 8300
Fax: 015 291 1336
Northwest Tel: 018 387 7872
Fax: 018 392 5660

Northern Cape Tel: 053 839 4000
Fax: 053 831 3669

Consumer NGO’s
South African National Consumer Union Tel: 012 428 7122
Fax: 086 672 8585

National Consumer Forum Tel: 012 428 7071
Fax: 012 428 7284/5019

National Black Consumer Union Tel: 011 982 2585


Industry Bodies
Advertising Tel: 011 781 2006
Advertising Standard Authority (ASA) Fax: 011 781 1616

Auctions Tel: 082 555 3458
S A Institution of Auctioneers

Banking Tel: 011 838 0035
Obudsman for Banking Services Share call: 086 080 0900

Banking Tel: 011 645 6700
Banking Association Fax: 011 645 6800

Competition Commission Tel: 012 394 3200

Dental Ombudsman Tel: 086 011 3334

S A Dental Association Tel: 011 484 5288

Direct Marketing Association Tel: 011 781 8019
Fax: 086 626 0758

Direct Selling Association Tel: 011 726 5300
Fax 011 482 2000

Electrical Contractors Association SA Tel: 011 392 0000
Fax: 011 974 9402

National Electricity Regulator Tel: 012 401 4600
Fax: 012 401 4700

Escom Call Centres
Central Region: Braamfontein Tel: 086 003 7566
Eastern Region: Westville Tel: 086 020 4560
Southern Region: East London Tel: 086 014 0014
Tel: 043 702 5270
North Eastern Region: Witbank Tel: 086 000 1414
Tel: 013 693 5000
North Western Region: Bloemfontein Tel: 086 003 7566
Northern Region Tel 086 010 0304
Western Region: Cape Town Tel: 021 915 3203

Estate Agency Affairs Board Tel: 011 731 5600
Fax: 011 880 9725
Fax: 011 880 9831

Franchise Association SA Tel: 011 615 0359
Fax: 011 615 3679

Furniture Traders Association Tel: 011 789 6770
Fax: 086 656 8872

Kitchen Specialists Association
Gauteng and Cape Town Tel: 086 010 9290
Kwazulu Natal Tel: 086 550 56296

National Home Builders Registration Council Tel: 011 317 0010
Fax: 011 317 0141

Housing Consumer Protection Trust Tel: 011 333 8501
Fax 011 333 1050

Hospital Complaints Tel: 011 478 0156
The Hospital Association SA Fax: 011 478 0410

Council of Medical Schemes Tel: 012 431 0500
Fax: 012 431 0608

South African Medical Association Tel: 012 481 2000
Fax: 012 481 2100

South African Pharmacy Council Tel: 012 319 8500
Fax: 012 321 1492

South African Optometric Association Tel: 011 805 4517
Fax: 011 805 3882

Health Professional Council of SA Tel: 012 338 9300
Fax: 012 328 5120

Law Society of SA Tel: 012 366 8800
Fax: 012 362 0969

Motor Industry Ombudsman Tel: 012 841 2945
Fax: 012 841 2842

Timeshare Institute of SA Tel: 021 914 9693

Retailers Association Tel: 011 726 5300

S A Bureau of Standards Tel: 012 428 7911
Tel: 012 428 6006
Fax: 012 344 1568

S A Tourism Tel: 011 895 3001
Cell: 083 123 6789

Next time we will be moving onto a new topic.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Networking 101 - Getting the Conversation Going

Networking 101 - Getting the Conversation Going

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

Dr. Renate Volpe, in her nugget cards entitled “Networking Tips” says:

“Work at finding a balance between serious and lighter conversational topics.”

I am quite guilty of not doing this.  In all honesty, I get so fired up and excited about what it is that I do that that tends to be the only thing that I talk about.

Getting a conversation going however, is also of vital importance and most of us would rather ease into what it is that we do rather than jump right in feet first.

Having an idea of what is happening in the world around us, is always a great ice breaker, especially if it is something light hearted and amusing.  Steer clear of politics and religion though as these can usually end up as heated debates and all thought of discussing business opportunities will fly out of the window.

I subscribe to several ‘news’ type newsletters that arrive in my inbox once or even twice a day that cover not only issues happening in South Africa, but also the world, sport, entertainment (including the latest gossip in Hollywood) and Business.  They have the usual array of ‘funnies’ like Zapiro or Madam and Eve or Taxi and whole host of others too. Two of these that spring to mind are http://www.iol.co.za or http://www.mailandguardian.co.za – the signup to the newsletters are free and it gives me the opportunity of keeping up to date with most of what is going on without cutting down several trees into the bargain.

There are also a host of Myzines that I belong to that also have incredibly solid information, again on a host of topic, but geared mainly for the ladies (sorry guys, but you can also read them), such as http://www.womeninc.co.za or http://www.destinyconnect.co.za.   Both of these have got so much great stuff, that I suggest you actually limit yourself in terms of the time that you spend in the forums and the pages because if you don’t you may very well find yourself spending the whole day there and not getting any work done.

Remember though, always have fun, don’t put yourself under such tremendous pressure that you are too nervous to even utter a word in case you make a mistake with the facts.  This is not a test and you don’t have to learn everything off by heart.  Even if you only remember one line of the story, I am sure that it will spark some conversation and then you can just sit back and listen.  Sooner or later someone will bring the conversation back to the issue of business or Networking.

For more information on Renate, please visit her website at http://www.drrenatevolpe.co.za

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za  or http://www.viljoenconsulting.co.za

Business Tips – Common Mistakes Start-up Businesses Make - Part 2

Business Tips – Common Mistakes Start-up Businesses Make -  Part 2

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd – July 2011

Following on from last time, here are some more of the common mistakes that are made by SME’s (small, medium enterprises) and start-ups.

Under charging for products and services. 
This one I certainly can relate to as it was one of the mistakes that I made when I started out and it became a really big problem.  You see firstly, the way that you ‘charge’ (especially for services or hourly rates) tells people who you are and even what you think of yourself.  Secondly, it all goes to selecting, in part, who your target market is.  Obviously, if your charges are too high, or not in line with the rest of the industry, this could also have quite an effect on your turnover and obviously your cash flow. 

My biggest problem was that I could not find anyone here in South Africa who was doing what I wanted to do – great opportunity for me, but a bit of a ‘thumb suck’ when it came to fixing prices and costs.  So I used my ‘corporate monthly salary’ as a guide line!  What a mistake that turned out to be.  I also did not factor in a whole bunch of stuff, such as (but not limited to), that although there are (well there should be) eight working hours in a day, five days a week to get the work done (well that’s what I got paid for in the corporate world) – the reality is that some of those hours will be spent on marketing and finding those clients – you can’t charge anyone for that and some of those hours will be spent on admin – you can’t charge anyone for that either.  So the bottom line is that you don’t have 22 days in a month that you can charge out at an hourly rate – more realistically it is around 10 days.  Now that sure messes with your calculations.

The second problem was that because I had come in at such a low cost (R200 per hour), I attracted pretty much all the wrong target market.  Yes, they were the SME and start-up market, which was exactly where I wanted to be, and yes they were in desperate need of what I was offering, just like it should be – the problem was that they could not even afford to pay me at that low rate.

Instead of cutting my losses and walking away from the problem, I compounded it by becoming all emotional and feeling sorry for them, so I offered them a) discounts if they paid me cash and b) terms if they couldn’t!  Bad move on both elements.  By offering them discounts on charges that were already too low, I was not even breaking even and of course I was telling them that I did not value myself very much and quite frankly, if I didn’t value myself very much, why on earth would they value me?  Offering them terms . . .  well let’s just say that that wasn’t my finest decision, especially as I continued to work for them, even while I was trying to get money out of them for work that had been done months ago. I am sure you can see where that went – they disappeared and I never got paid and it got quite ugly.  In my first two years of trading, I wrote off tens of thousands of bad debt that I could ill afford.

Finally I got over my emotional self, upped my prices considerably and found myself a better quality of client . . .  One that could pay.  Are my prices still reasonable?  Of course they are, they have to be in order for me to make any impact in my chosen market, but they are no longer ridiculously low.

So this is very important people, you need to make sure that your charges are reasonable enough to evidence good value for money, but you also need to cover all of your costs as well as leave something over as profit.  It needs to be looked at very closely and very honestly and more often than not, very brutally.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Inspiration – A Mission Statement

Inspiration – A Mission Statement

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

The majority of big Corporate Companies all have their own Mission Statement.  Usually they are placed strategically for the world to see, at reception, or on a wall that you would look at as you enter the building or the office.  Why do you think that is?  I’ve always thought that it is to tell all their customers, even the really unhappy ones who are about to blow the place to hell, exactly what it is that they promise to do or to achieve, whether they actually do or achieve what they say they are going to is of course a whole different discussion for another day.

So anyway, do we as Small Business owners have our own mission statements, hanging up for all to see?  Or let’s take it one step further, how about a personal mission statement?  Have any of you thought about putting a personal Mission Statement down on paper?  I certainly haven’t, but you know what - I think it is a brilliant idea.

Now here’s the thing though – a Mission Statement is not something that you can just jot down in a few minutes.  It’s something that needs to be thought about . . . carefully.

It will mean of course that we have to carefully consider our desires.  Not just the ones that cause us to scratch, but the ones that are deep down in the core of our beings.  We would have examine all the things that we are passionate about, not just the cute, sexy little number down the road, but the passion for what you do, what you want to achieve, for life itself – passion that comes from within.  Passion that you cannot explain because the words have never been invented, but that bubbles up inside of you until you want to explode with excitement and joy whenever you think about being all that you can be and achieving all that you can achieve.  Yes a lot of careful thought and deliberation would be required to capture the essence of a personal Mission Statement. 

Then of course we need to be aware of what is written on there – always.  A Mission Statement is not only for the here and now.  It’s not for when we feel like it or when we have time.  It’s not for when we are fighting with our significant other or (since I don’t have children) shouting at the cats. It’s something that we would have to live, breathe, eat, sleep and think.  It’s something that we would have to not only bring to our conscious world but also have simmering and shining in our sub-conscious minds.  It would have to be so constant and present in our lives and in our worlds that everyone around us would also be conscious and aware of it.

The contents of our own personal Mission Statement would be considered and reflected in every decision that we make, on every thought that we have and every deed that we do.  It would form the foundation of all of our principles, our morals and every commitment that we make.

It would be like . . .  well think of you married folk, before you make or accept a social engagement you usually (if there is any kind of respect in the relationship) check with your spouse first to see if they are available or willing to attend the engagement.  So now before you did, said or even thought anything you would ‘run it by’ your Mission Statement to see if it fitted the criteria.

Whether you accepted a challenge or not would depend entirely on how well it fitted in with your Mission Statement and any kind of conflict meant that the challenge would be discarded.

A Mission Statement is what we should live by, it should be our conscience, the essence of who we are.  It should have our dreams, not just the ones for tomorrow and next week, but all of our dreams of all that we hope to achieve and even a little  bit about how we are going to get there. It’s about, not only our own morals and integrity but also how we deal with what we see going wrong around us – the corrupt officials, the green issues and our own carbon footprints that we know we ought to do something about, but just haven’t gotten there because we are all too busy . . .

Now you’re thinking – wow!  Would I be able to confine myself to such a ‘small’ space within my own mind, where I would lack the freedom of choice that I so enjoy now?  I honestly don’t know because that is a decision that you yourself would have to make.

What I do know for sure though (to coin a phrase from Oprah Winfrey) is this – if my Mission Statement was absolutely sincere in its intention, if it is true to my beliefs and my aspirations.  If it suited me as the individual that I am and the individual that I want to become.  If it encapsulates my dreams, my hopes and drives away my fears.  If it is honest and meets my expectations, then I believe that it will assist me in making better choices in my life and in making the right decisions.  But, if I have, in any way compromised with my Mission Statement and it is not a true reflection or lacks sincerity in any way, then I also believe that it will not work and that my life may even become sad and without direction and that no matter how much I achieve there will always be something lacking, an element of something missing.

Now, where’s my journal?  I have to start making notes.  Notes for my personal Mission Statement.  That is my choice.  I wonder – what will yours be?

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

HR 101 - Avoid Using Hearsay

HR 101 - Avoid Using Hearsay

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Please note that this pertains to South African Labour Law and Best Practice requirements.

I am sure we have all watched the legal type movies on TV where whoever is in the witness box being questioned, says something along the lines of ‘Joe told me . . . .’ and then the oppositions lawyer stands up and says “objection – hearsay”!  Well that’s the way the law says that you cannot give evidences about what someone else said!

I have, of late, been the chair of several disciplinaries and in most cases, the employees have, in an attempt to gather sufficient evidence to be able to get a verdict of dismissal, relied on their verbal evidence.  Now that is all fine as long as the person being disciplined actually agrees that the complainant’s (usually the employers) evidence is correct.  The minute they disagree with what is being said, a problem occurs as it becomes a ‘he said/she said’ type of situation.

Having documentary evidence is of vital importance and is also a legal requirement.  So for example, it would be important to have the written procedure in place as well as the documented evidence that the procedure has not been followed.  That said, it is equally important to have the correct person present the evidence at the disciplinary hearing.  Having someone for example, who is not well versed in the policies and procedures in the company or who is totally unaware of what actually happened will result in more harm than help to the case, as the manner in which the evidence is presented is almost as important as the evidence.

The document that is presented should also be in the original form and the fact that the document is authentic would also need to be established.  This is to ensure that documentation is not suddenly produced ‘after the fact’ and also to ensure that the information in the documentation is relevant and admissible to the case.

The usual procedure is for the complainant to give oral evidence at the hearing and the oral evidence would then be backed up by the documents as and when they are entered into evidence.  Witnesses would then be brought forward to corroborate the evidence both verbally and with the relevant documentation.  Showing or evidencing that the accused employee is aware of the contents of the documentation could then also be necessary.

Let me be clear on something though – if the document cannot be proved to be authentic then the document and its contents cannot be admitted into evidence.  The party (being the complainant or the accused) who enters the document into evidence, holds the burden of proof.

There is only one type of evidence that the chairperson of a disciplinary hearing can accept as the truth without the burden of proof and that is called ‘A judicial notice’.  This pertains to certain facts that would be commonly known and it means that it is not necessary for any evidence to prove these facts.  An example of this, is an ICU (Intensive Care Unit) nurse is charged with smoking in a dangerous and non-smoking area whilst she is attending to patient who is on oxygen.

Usually the complainant would have to prove that the accused actually smoked in the ICU and also that the ICU is actually a non-smoking area and that smoking near someone who is on oxygen is dangerous.  In this instance the chairperson could rule that the complainant need only prove that the accused was indeed smoking, as it is a judicial notice (an acceptable fact) that it is dangerous to smoke in an ICU area.

Basing a hearing on ‘knowing’ that the accused is guilty or only documentary evidence or only witness testimony is not a good idea.  You have to have sufficient ‘admissible’ evidence both oral and documentary, to prove the guilt of the accused.

Remember too though, that no matter how much you have proved the accused guilty to yourself, it also has to be proved in the perspective of the chairperson/arbitrator or Labour Court judge.

 Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

CPA – Consumer Complaint Procedure – Part 2

CPA – Consumer Complaint Procedure – Part 2

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd

Please note that this pertains to South African legislation.

Following on from last time, let’s have a look at some more of the “how to” around the raising of a complaint, process.  We have covered the different types of complaints as well as a broad outline of the process of the complaint.  Now let’s have a look at ‘where to complain’.

Part of the ‘intent’ of the CPA is to promote ‘consumer activism’ and this is done by getting consumer groups to lodge complaints on behalf of the consumers.  These various groups obviously need to be properly accredited (because they would need to be properly trained) and they would therefore also be able to give proper support too, or advice as well as educate consumers about what they are protected against and also the role that consumers need to take on, to make the CPA successful.  These consumer groups would also be responsible for publications on the subject, as well as do the research and they would then be tasked with “alternative dispute resolution through mediation or conciliation.”

As a result of this and in compliance with the ACT, the National Consumer Commission was established.  This body is responsible to investigate consumer complaints, pretty much like the National Consumer Tribunal was established by the National Credit Act, to investigate the violations and transgressors of the ACT.

Currently there are several ways to lay the complaint.  These are, (but not limited to):-
1. The DTI (Department of Trade and Industry) – customer contact center: 0861 843 384

2. The DTI office of Consumer Protection (OCP): 012 394 1439/1558/1076

3. E-mail: contactus@thedti.gov.za.  Please be advised however, that this particular e-mail address is protected from spam and you will need to have Java Script enabled on your computer in order to view it.

4. Website: The DTI website address is http://www.thedti.gov.za

5. National Consumer Tribunal (NCT): (012) 663 5615 or registry@thenct.org.za.  Again, please be advised that this e-mail address is also protected from spam and you will need to have your Java Script enabled in order to view it.


Next time we will have a look at some more useful contact information.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Networking 101 - Playing it Forward

Networking 101 - Playing it Forward

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

For me, part of becoming a more skilled Networker or Networking more effectively, is not just about me doing things better, but it is also about me teaching others what I have learnt about how to Network.  You see, if I am the most effective Networker around and no-one else around me knows how to Network effectively, I am not going to get what I want out of Networking.  For me to effectively ‘work’ my Network, I have to have a network, that effectively ‘works’ their Network too.

So it is very important, not only for me to know and do the right things when I am Networking, but it is in my own best interests for the people that I Network with to know and do the right things when they are Networking to.

It is also very important that we start thinking the right way too and if we are to make our Networking endeavours as successful and  as magnetic as they can be, it may involve us changing our mindsets.  It’s means opening up our eyes and taking off out blinkers and having a look at absolutely everywhere – not just the usual spots. 

How about looking at individuals or groups of individuals that we never think about Networking or who don’t look at your particular Networking type groups because your profession or the size of your business is not where they look for what it is that they do.

I know from experience that ‘employees’ in a Corporate environment don’t feel the need to network because well, it’s like this . . .  they have a comfortable job that gives them a steady income and they have a marketing department that markets and brand the company and they have a sales department that goes out and sells and brings the business in and therefore they don’t need to meet people and Network.  The people that they usually meet are ‘needy’ small business owners who only want something from them and they don’t need anything those small ‘needy’ business owners have to offer. Wrong! Wrong! Wrong!

We all need to interact with people and when we meet with someone, whether it is at Networking type meeting  or  a social dinner or a beer in the pub down the road, we need to exchange ideas, exchange information and learn new things – it’s a natural phenomena that is built into every single one of us.  Think about it people, whenever you meet someone you always ask what they do and you invariably tell them what you do.  It’s exchanging information about one another. The next step is exchanging ideas and most of us even exchange opinions.  We try and understand the other person point of view (well most of us do) and we try and get them to understand ours.

So why is Networking any different?  It’s our mindset that needs some serious work. 

At a Networking event, we exchange information about one another, we exchange ideas (this is how you can be of assistance to my business and this is how I can be of assistance to yours) and we exchange opinions. 

So whether you are a small business owner or an employee in a large Corporate – you need to Network and there is no reason what-so-ever, for the experience not to be a mutually beneficial one.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za  or http://www.viljoenconsulting.co.za

Business Tips – Common Mistakes Start-up Businesses Make – Part 1

Business Tips – Common Mistakes Start-up Businesses Make – Part 1

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

More and more I am coming across individuals, who want to start up a business, but who have no clue about what they are doing and who don’t have any kind of plan in place.  Now having an idea is great, that is what starts the dream but quite honestly, not having any kind of plan in place is the same as committing suicide – business suicide!

A business that does not have any kind of plan in place will often have neither direction nor focus and if that is the way that you are starting up, quite honestly, that is the quickest way to just close the doors.  Many start-ups feel that the only reason to have a business plan in place is if they need to raise capital and they couldn’t be further from the truth.  Having a documented business plan in place will help to direct the process of starting a new business and for those businesses that are already established, it will help them keep focused on what they want to achieve and by when they want it achieved.

Your business plan however, is not a ‘once off’ kind of document.  It needs to be updated and changed as the business grows and as your requirements and needs change too.

Being cocky and full of nonsense, is definitely not going to endear you to anyone.  So many newly started business owners, who are in the first flush of success (read: they are in their 2nd month of trading and the glow hasn’t worn off yet) think they are invincible. My advice to them is “Get a grip!”  They often compare themselves to the greats out there and strut their stuff, but as tempting as it is, they need to remember that they are still taking the first steps and adjust themselves to that. 

Don’t get me wrong, there is nothing wrong with dreaming that you will get there . . . one day, but you need to remain grounded, focused and with your feet firmly planted on the ground.  Remember all big businesses started out as little businesses and although every journey starts with a single step – you have taken that first step and now you need to take the next, and then the next and then . . .  you get my drift I am sure.

Trying to sell yourself to your clients and suppliers as ‘established’, when you’re not, will only make them see you as dishonest and it will not work in your favour in the long run – so just don’t do it!

Don’t try and be clever by extending credit to your clients when you have just started out – the reality is that you will end up with a lot of bad debt and clearly this will affect your cash flow in a negative way.  Getting money in quickly and efficiently will allow you to go to the next step of your plan a lot quicker and without as much risk.  Having to continuously wait for your money puts your business at risk and will cause you untold unnecessary stress.

Next time we will have a look at some of the other common mistakes.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za

Inspiration – Are You Part of the Problem

Inspiration  –  Are You Part of the Problem

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

Are you Part of the Problem? Well are you? 

Coretta Scott King writes “It doesn’t matter how strong your opinions are, if you don’t use your power for positive change, you are indeed, part of the problem.”

Man, oh man, I can sure relate to this! For the past few weeks I have been sorely challenged by someone who pays lip service to bringing about positive change but who is so blinded by her title (of manager) that she blocks every attempt  to make a change that she hasn’t personally thought about or hasn’t been discussed to death with her in an attempt to get her approval.

Quite frankly it’s exhausting!  It’s been seven weeks of ‘exhausting’ and I am no closer to the goal than when I started.  I am seriously very close to finding someone else to run with the idea. I have no doubt that I am not the only person to have experienced this and I am equally sure that this will be the last time I experience it either.

You see, this woman, let’s call her Alice, has now become a part of the problem instead of part of the solution, to bring about change. Everything has to be in her time, as part of her criteria and with her own agenda and to make matters worse, she also does not communicate effectively, so if she has a query or is not sure of something, instead of making a call to ascertain what/where/how/when, she does . . .  yeah, you’ve got it, absolutely nothing because “someone was supposed to have told me”!

In the meantime, several weeks of opportunity have gone by, nothing has happened and nothing has been resolved and we are still doing this really weird dance around her!  Yes, I am sorely tempted to walk away and find someone else – someone who understands what I am trying to do and someone with the same code of conduct, same set of ethics and the same intention to make a difference and be a part of the solution. I wonder if her Board of Directors will see the situation in this light when we meet this afternoon and I tell them of my decision.  I wonder if they too will become a part of the problem or if they will stand up and be counted, and be a part of the solution too . . . .

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za