Networking 101 – The Importance of Developing Relationships

 Networking 101 – The Importance of Developing Relationships 

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

I am pretty sure that we have all heard the saying “old school ties” or how about “the old boys club”?  I know that as a young woman growing up, I was fascinated by this whole concept of the “old boys club” and the power that was generated out of there.  Little did I realize that one day I would have my own “old boys club” but that mine wouldn’t just encompass the male species but the female one too.

For the male species though, networking and the “old boys club” type of scenario is, I think to a large extent, almost instinctive.

I have a young Godson, by the name of Bruce.  Bruce is now into his “middle years” but in his early 20’s he was living and going to Wharton’s Business School in the States, but as usual I have jumped too far ahead – let me go back to the beginning.

Bruce went to junior school at “The Ridge”, which for those of you who don’t know is an exclusive private school here in Johannesburg.  The children of the rich and famous attend this school (not that Bruce’s parents were either rich or famous but that is another story for another time).  Bruce, being the likeable child that he was, quickly made friends and pretty soon there was a steady group of youngsters that went everywhere together and did everything together – poor mothers were run ragged as they took turns collecting and delivering a pack of children to the various activities that they engaged in.  Bruce “chose” his friends very wisely – many of them being the sons of prominent businessmen or powerful politicians and the like.

When it came time to choose a high school, funds were very tight and this would have limited the choice somewhat if it wasn’t for the fact that Bruce is exceptionally bright and he landed a full scholarship to Michaelhouse in the Drakensburg.  Although many of his “chosen” friends were also going to Michaelhouse, Bruce made sure that he did not lose contact with the friends that went to several of the other private schools around, and so he started his “old boys club” type network!

At Michaelhouse, he excelled academically, as well as in several of the sports and other activities, managing along the way to get himself into the Choir, that toured Russia and  Estonia as well as getting himself into the Debating Team, where he really excelled in getting himself full colours, both provincially and then nationally.  He also managed to get himself on an exchange type program and got to live in Canada for 3 months at an exclusive school there.  Along the way, he made friends, who he has always stayed in touch with.

Come time for his tertiary education, he requested and was given a full bursary to Wharton’s Business school in Philly – for those of you who don’t know this school – it was originally started by Abraham Lincoln and it is generally recognized as one of the best Business Schools in the world.  Here too Bruce started making friends with kids from all over the world.  Kids who have extremely wealthy and well-connected parents.  He has still not lost touch with all of those that he met along the way.

Ok, so by now you are wondering why I am telling you all of this – I mean, why would you be interested in hearing me waffle on about my Godson Bruce?

So here’s the deal – Bruce is being invited to cocktail parties and homes and offices of some of the most influential people in the world.  He is being invited to work, during the holidays, at places like The World Bank, the New York Stock Exchange and the like, by the father’s and mother’s of the kids that he has met and befriended.  In view of the fact that he has chosen, and is extremely passionate about the world of finance, this doesn’t hurt at all!

You see Bruce, from the time that he was a littlie, somehow knew how important it is to develop relationships and network those relationships, in order to get them to work for him and his desires.

Today he is back here in South Africa and he is doing very well for himself, and he still keeps in touch with his network because . . . well you never know when you might need a particular contact in a particular field.

So what about you – what kind of network do you have and do you “work it” on a regular basis?

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

Business Tips – From Employee to Entrepreneur – Part 4

 Business Tips  – From Employee to Entrepreneur – Part 4

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

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

So far we have looked at:-

1. The difference between being an employee and an employer;

2. Your Purpose:

3. The People around you and

4. Your Personal Footprint.

5. Knowledge & what you do with it

6. The Generosity of your Spirit and

7. The Role of Technology in your Business

Believe it or not, there are a whole lot more – today we will explore a few more.

1. Self Confidence

As an entrepreneur, you need a whole bunch of self-confidence.  There will be times when you will be the only person who believes in YOU and what you are capable of doing.

Understand yourself, understand who you are, understand what you are capable of and understand how far you are prepared to go to achieve your dream.

Understand that there will be occasions that you will walk on the road with someone, be they mentor or collaborator or partner or customer or supplier or friend, but there will also be times that you will walk alone – be prepared for it and deal with it.

There will be times when you celebrate your successes and there will be times when it will feel as though you are all alone in the world – in those times, will you still believe in yourself?  That is a question that you have to ask yourself and that is a question only you can answer and it will require a brutally honest answer.

2. Creativity

Understand that as an entrepreneur, even accountants or auditors, are creative.  Yes, you actually read that correctly.  ALL entrepreneurs are creative – they have “created” something, they have breathed life into something that did not exist.  That’s huge!  We are creative when we “put the picture” together in our minds of how we want our businesses to look, to feel and to work. That is also why it is of the utmost importance that entrepreneurs reserve time to dream.  If you cannot dream it, it will not happen and only having one dream is kind of defeating the object – we need to dream all the time.  Take time out to dream, book it in your diary if you need to, but make sure that you take the time to draw pictures in your mind of what you want to happen, to dream the future.  Remember though it will still require an action (well to be honest many actions) to turn that dream into a reality.

3. Focus

One of the quickest ways to lose your way is to lose your focus.  Whether you are working on a document or preparing a presentation or raising an invoice or indeed running an entire business, when you lose focus you veer off the road and all manner of disasters and conflict awaits you.

Here’s the thing, although women (and even some men) proudly profess to be effective and efficient at multi-tasking, the fact of the matter is that the brain is designed and wired to only hold one thought at a time.  You may think that you are holding two or more, but realistically you are “switching” between thoughts or in effect losing focus, particularly if the two thoughts are on unrelated issues.

Make sure that you always have your “end goal” clearly visible – mine are on post-it notes all over the office, so I can see them all the time.  That way you will have them in your thoughts constantly and it will make it that much easier to maintain your focus.

Next time we will continue to look at some of the other issues that you will need or be aware of to become a successful Entrepreneur.

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 

<<

Part 1

http://www.viljoenconsulting.co.za/2012/02/business-tips-from-employee-to-entrepreneur-part-1/

Part 2

http://www.viljoenconsulting.co.za/2012/03/business-tips-from-employee-to-entrepreneur-part-2/

Part 3

http://www.viljoenconsulting.co.za/2012/05/business-tips-from-employee-to-entrepreneur-part-3/

>>

Part 5

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-5/

Part 6

http://www.viljoenconsulting.co.za/2013/01/business-tips-from-employee-to-entrepreneur-part-6/

Part 7

http://www.viljoenconsulting.co.za/2013/02/business-tips-from-employee-to-entrepreneur-part-7/

Part 8

http://www.viljoenconsulting.co.za/2013/03/business-tips-from-employee-to-entrepreneur-part-8/

Part 9

http://www.viljoenconsulting.co.za/2013/04/business-tips-from-employee-to-entrepreneur-part-9/ 

Inspiration – Our Minds

 Inspiration – Our Minds

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Today’s quote comes from Oliver Wendell Holmes, Jr. who says “Man's mind, once stretched by a new idea, never regains its original dimensions.”

Powerful words these, and certainly ones that I can relate to – actually they produced an “inside my head” type video and that I found quite delightful.

I don’t think I would like my mind to shrink back to its original dimensions as it would no doubt squash whatever epiphany I had just had, back out and it would then probably then be lost forever – what a sad thought!

Mostly though, once we have a new idea, it is generally followed by yet another new idea – how cool is that!  All you need to do is go with the flow and pretty soon you will be spouting new ideas like they are going out of fashion.

Sadly though, most people, once they have a new idea, take the decision to go no further.  So that is as far as they get and yet there is a world of opportunity out there for all of us to share.  All we need to do is open our eyes and our minds to the possibilities and they will appear before us.

So let me ask the question – what do you do when you’ve had a new idea?

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

HR 101 – What to do When . . . You Want To Retrench Your Staff

 HR 101 – What to do When . . . You Want To Retrench Your Staff

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Labour, The Basic Conditions of Employment Act and Best Practice requirements.

Did you know that there are certain instances when you actually don’t have to pay severance pay?  How cool is that!

Here’s the deal – Mike is the owner of a retail store in a busy mall and George is one of his salespersons.

The sales in the store have been dropping steadily and Mike is forced to retrench some of his staff – George is one of these individuals.

Mike is very concerned about his staff and their responsibilities and goes out of his way to try and find them alternative employment and manages to secure a position of salesperson with one of his colleagues, for George.  This position is a little different to straight retail though and it means that George will be on the road (although still locally) and he will have to work a little harder to “make” the sale.  In a retail environment, a customer usually walks through the door with the intention of purchasing something.  In this environment, George is given “leads” and he will have to close the sale.

George is not impressed and refuses to take the position, saying that his job is in a store and it is not his intention to go running around after other people to look for sales.

George is retrenched without a package and goes off to the CCMA.  The CCMA find in favour of Mike due to the following.

Mike did get alternative employment for George and said employment was within George’s scope – it’s not like George was expected to go from being a salesperson to being a labourer.  

The position that Mike secured for George was a positive one and one that George if he put his mind to it, could do very well in.

George refused to take the offer and the reasons that he gave for turning down the job offer were totally unreasonable.

So there you have it, if you are ever in a position where you have to retrench and you don’t really have the money to pay out huge retrenchment packages, then ensure that you find your employees reasonable alternative employment.

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 – Tips on Handling Difficult Customers – Part 3

 Customer Service 101 – Tips on Handling Difficult Customers – Part 3

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Last time we looked at:-

1. Salespeople trying to sell you stuff that you did not ask for;

2. Salespeople not listening to what you ask for.

3. Listening to what the customer is saying.

4. Remaining calm and

5. Don’t take it personally.

Today we are going to look at a few more that my research has unearthed.

1. Allow the customer to vent.

Yes, you read that correctly! Interrupting a customer in the middle of what they are trying to tell you what they are irritated or annoyed about is not only very rude, but it also gives the customer the perception that you don’t care about what their needs are or that you don’t understand the point that they are trying to make.

Once they come to the end of their tirade, try and point them to a similar case that you’ve handled (provided of course that you have actually handled one) and how you resolved it.

Even if you understand what the problem is, the reality is that many difficult customers like to vent and it is a good thing to allow them to just do that!

2. Try to agree with the Customer.

Depending on the grievance, there are times that you can defuse the situation by just agreeing with the customer.

Especially if you can understand or relate to the customer’s point of view, agree with them.

If the customer has a point and they are perhaps 100% correct in their perception of the problem, whether it is your fault or not, whether it is under your control or not, just agree with them. 

Often just the fact that you are agreeing with them will diffuse and calm the situation.

3. Handle the problem either immediately or as soon as you can.

There are situations where you will not be able to resolve the problem immediately.

For example, you may need to investigate where it went wrong, or contact a colleague or have a discussion with your supervisor to verify facts or get clarity.  Perhaps it is beyond your capabilities and you need to escalate it to someone who can perform the task or someone who can make the decision.

Here’s the thing, make sure that whatever you tell the customer that you will do - make sure that you do it and that you communicate with the customer either along the way or once it is done.

Make sure that you follow up until there is a solution or a resolution and update the customer every step of the way. This will create a perception that you value the customer and that you have “heard” and understood the customer and that you are taking steps to ensure that this problem does not reoccur!

You may have lost this particular sale but in all probability, you will have saved the relationship.

Next time I’ll explore some of the other tips on ‘handling difficult customers’, that my research has highlighted.

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

Networking 101 - Working the Networks

 Networking 101 - Working the Networks

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Many of the people that I meet at networking meetings, seem to have this very naive concept about how networking works.  You see they seem to think that it’s enough just to pitch up at a networking meeting and if they make themselves available to whoever is there, the work will flow in.  Clearly, work will just fall like manna from the skies or claw its way out of the earth, to land very neatly into their laps!  Must be their pure magnetism that attracts it in the first place, whilst they, of course, sit quietly, waiting for this momentous phenomenon to take place!  Yeah right – and you’re going to marry a tall dark handsome stranger who is rich beyond your wildest expectations!

Ok, so let’s look at the statistics – nothing like cold hard facts to get logic back into the picture.  Less than 3% of the people you meet in a networking meeting will actually contact you, do business with you or even take any kind of note that you exist.  Should you actually be one of that 3% and you get some work out of a networking event – lucky you?  Now you can sit back because they are going to refer you – here’s another cold hard fact!  Less than 10% of referral business “just happens”.  

What makes you think that you are so special that people want to walk around talking about you and your products or services?  What makes you think that they want to walk around telling people how great you are?

Be realistic people – networking and getting referrals, like any other thing in life, is hard work and it is something that you need to work at – constantly.  It takes hard work, actually to be honest - make that consistent, persistence and hard work!

Napoleon Hill, in his book “Think and Be Rich” (and if you have never read it, I strongly suggest that you need to get a copy), says “Persistence is an essential factor in the procedure of transmuting desire into its monetary equivalent.  The basis of persistence is the Power of Will.”

Oh, don’t get me wrong, getting yourself to a meeting is a good thing – but it is essentially the first step.  Once there, you have to meet and introduce yourself to the people there, engage in conversation.  Tell them who you are and what it is that you do (briefly), listen carefully to what it is they do and who they are.  Then you need to follow up.  

• Send them an e-mail with your business profile and a short message telling them to expect a call from you

• Actually phone them and book an appointment with them to have a “one on one” meeting with them.  No one knows your business better than you – can you explain in three minutes who you are, what you do and why people need your products or services?  No, well neither can they.  So get together, have a coffee and chat.

• Pitch up for the meeting!  This is very important!  If you don’t pitch up, believe me – they will not refer you, no matter how fabulous your product is or how wonderful you are.  By not pitching up, you are telling them, very loudly that you are not reliable and you cannot be trusted!

• Tell them who you are, if you have any marketing material, this is the time to give it to them and explain it, yourself, your product and your service.

• Listen to who they are and what it is that they do – listen carefully (you expected them to listen to what you had to say, so return the favour).  Take notes, ask questions – satisfy yourself that you understand (even if it is only on the surface) their business.

• Make a list of all the people you can think of in your database, who might need their product or service or who might be able to introduce them to the people who might need their product or service.

• Introduce them to those people (I usually do this by means of an e-mail to both parties).

• If you are given a referral – contact the person you have been referred to.  These introductions are like gold, treasure them. Also, remember to thank the person who has referred you to.

Once in your database, you can now relax – well you have their contact details and they have yours, so now they have nothing better to do than send you work!  

Wake up, people!

Constantly remind them that you are available for work.  Send out regular e-mails or newsletters or invitations to other networking events.  Get into their faces and spaces (and I mean that in the nicest possible way – no spamming or stalking please), so that they don’t forget you so that if an opportunity does arrive, the first person that they think of is you!

Easy hey?  Very - as long as you work at it constantly, persistently, every day, everywhere and all the time.

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

Business Tips – From Employee to Entrepreneur – Part 3

 Business Tips – From Employee to Entrepreneur – Part 3

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Legislation, The Basic Conditions of Employment Act and Best Practice requirements.

So far we have looked at:-

1. The difference between being an employee and an employer;

2. Your Purpose:

3. The People around you and

4. Your Personal Footprint.

Believe it or not, there is a whole lot more – today we will explore a few more.

1. Knowledge 

We all know the statement “Knowledge is Power”!  Well, I would like to challenge that particular statement – you see I personally don’t believe that “knowledge” itself is power – I believe that it is “What” you do with that knowledge that makes it powerful.  

Now that I have gotten that out of the way, let me say this – you need to continue learning, you need to “grow” yourself.  You need to research and plan and strategize and develop and you can only do this if you learn about new things, expand your knowledge and understanding.

Remember though that knowledge without the utilization of that knowledge is useless.  Just like a thought without action remains a thought – knowledge without the action remains powerless.

2. Generosity

Now generosity is not limited to putting your hand in your pocket – actually, if the truth is told, that’s the easy way out.  There is the generosity of spirit where you share with others, things like your time, your knowledge and your expertise.  You may not be giving out money but you are giving of yourself.

The truth of the matter is that the more you give the more you get and more especially, the more that you give without thought of what you could get – the more you will get, the more you will attract to yourself and the more that you will receive.

Of course, that is not to say that you have to give everything away for free – that would certainly not be good business acumen, but if you can lend a helping hand to give some good advice or have even just listened and been a sounding board, then please pause for a moment and help out.  You will find one day, that when you need help, it will be offered or arrive unexpectedly and in great abundance.

3. Technology 

Now this one brought a huge big smile to my face – the proverbial “technophobe” that’s me.  Technophobe or not, the fact of the matter is that today's technology does things faster, more efficiently and more accurately than we can do things manually. Look at the way manual books were done in the past and how accounting packages now deal with entries, and double entries or how we used to “dial” a number on a landline and nowadays how many of us no longer even have landlines but conduct business and even run our businesses, manage our diaries and communicate with the world on cell phones or tablets or laptops or notebooks.

Nowadays there are gadgets for girls and gadgets for boys – electronic devices that are geared specifically to make life easier.  Remember though that “easier” often also means “faster”.  Be aware of what is new and what’s improved, it doesn’t mean that you have to buy everything that hits the shelves, but at the very least, be aware of what is hitting the shelves and invest in what can be of the most assistance to you.

 

Next time we will continue to look at some of the other issues that you will need or be aware of to become a successful Entrepreneur.

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 

<<

Part 1

http://www.viljoenconsulting.co.za/2012/02/business-tips-from-employee-to-entrepreneur-part-1/

Part 2

http://www.viljoenconsulting.co.za/2012/03/business-tips-from-employee-to-entrepreneur-part-2/

>>

Part 4

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-4/

Part 5

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-5/

Part 6

http://www.viljoenconsulting.co.za/2013/01/business-tips-from-employee-to-entrepreneur-part-6/

Part 7

http://www.viljoenconsulting.co.za/2013/02/business-tips-from-employee-to-entrepreneur-part-7/

Part 8

http://www.viljoenconsulting.co.za/2013/03/business-tips-from-employee-to-entrepreneur-part-8/

Part 9

http://www.viljoenconsulting.co.za/2013/04/business-tips-from-employee-to-entrepreneur-part-9/

Inspiration – The Opportunity To Begin Again

 Inspiration –  The Opportunity To Begin Again

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Henry Ford says “Failure is the opportunity to begin again, more intelligently.”

What an incredible opportunity to change our mindsets!  What an incredible opportunity to look at the world through different eyes.  What an incredible opportunity to make a choice, to stop beating ourselves up, to pick ourselves up, dust ourselves off, learn the lesson and move on with renewed energy, a lot of insight and a smile of optimism on our faces.  I surely do like it!

Most of us look at failure in a really negative light.  In this country, we are so programmed to be successful that failure of any kind has a really bad stigma attached to it.  People look at someone who has failed as though they have some sort of contagious disease and who should be avoided at all costs.

Yet the fact of the matter is that we all fail on a daily basis.  The reality is that we are not born perfect and that we have to learn.  The challenge here though is that we need to learn from our mistakes and not repeat the same mistake over and over again.

Then of course is the myth that many people have, that “opportunities” never come their way!  What a load of hooey! Yes of course opportunities can come your way (or not) but the other reality is that you can make your own opportunity.  Our thoughts can become our realities if we put in the right ingredients and that of course is the “action”.  Even those opportunities that fall out of the sky like manna from heaven, still need to be actioned.  Without action they remain . . .  well opportunities.

I am often amazed at the reaction of individuals who sit around and bemoan their fate, nothing works for them, everybody hates them, none of their ideas or their schemes takes off, Networking doesn’t work for them and they wait for something to happen, something to rescue them and nothing does!  Well, quite frankly – what on earth did they expect?  The miracle that is, is life (and even that required an action), for everything else we have to get up off our rear ends and do something about it!

Simple, isn’t it?  So when you fail and fall down – stop crying and moaning and waiting for an angel to come and rescue you.  Think about what you have done that got you there in the first place, make adjustments to what caused the problem, pick yourself up, dust yourself off and get going – find the opportunity and then do something (albeit different) about it.

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 – What to do When . . . Your Staff Are Insubordinate

 HR 101 – What to do When . . .  Your Staff Are Insubordinate

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Labour relations, The Basic Conditions of Employment Act and Best Practice Requirements.

I tell you – there is some justice in the world.  Let’s start at the beginning – what is “insubordination”?  Well, the dictionary says "disobedient and rebellious”.  Sounds pretty straightforward, doesn’t it?  Well, usually it can be, however, that said there is also a little word called “insolence” and insolence should not be confused with insubordination because this is where the whole issue could become quite confusing.  The dictionary says insolence is “offensively contemptuous, insulting”.  Very similar, but also very different and the courts take this view as well.

So let’s bring in the protagonists.  Mike owns a small retail store in a busy mall and George is his manager/sales assistant.  Mike is busy doing the administration and the store seems to be a bit busy but there are moments of quiet.  

1st example:- Mike looks up, sees no one in the store and asks George to bring him the lever arch file entitled “Invoices” – George replies, “I’m busy right now” – that is considered insolence.  George hasn’t refused to comply with the request/instruction, but he has been rude.

2nd example:- Mike looks up, sees no one in the store and asks George to bring him the lever arch file entitled “Invoices” – George replies, “Get it yourself” – now this would be considered both insolent and insubordinate.  You see George has implied that he will not comply with the request/instruction and he has been rude.

3rd example:- Mike looks up, sees no one in the store and asks George to bring him the lever arch file entitled “Invoices” – George ignores him.  Mike asks if George heard him, George confirms that he did.  Mike repeats the request and George now refuses to fetch the file saying “it’s not my job”.  Now that is straightforward insubordination – George has categorically refused to comply with what is a reasonable request/instruction.

Now here’s the thing – insolence is not a dismissible offence, but insubordination is.  The rules still apply though.  In the above example, if this is George’s 1st offence, you would not be able to dismiss him, but you could discipline him.

You see subordination is seen to be at the very core of the relationship between the employee and the employer.  In the instances where you have a healthy subordinate relationship between the employee and the employer, it means that there is an obligation that is maintained.  Instructions given by the employer are complied with and the employer is respected.  In any business, the employee is expected to “obey” and be “respectful” to the employer.  Businesses would not be able to function properly if this were not the case.

One of the things that the courts really look at when dealing with cases of insubordination, is whether the employee (in this case George) intended to challenge the employer (in this case Mike’s) authority.

In this particular case, the insubordination would be considered minor as there would be no “loss to the company” and merely an irritation to Mike.  A disciplinary with a warning would more than suffice.

If Mike had to leave the store to attend a meeting and at the point of departure, instructed George to “Lock up and arm the alarm” and George either refused or just did not do it and as a result of this, the store was ransacked and there was a significant loss of stock, Mike would be well within his rights to discipline and find George guilty of gross insubordination – which is a dismissible offence, and then dismiss George.

Make sure that you understand the difference though.  If in doubt consult with a reputable Labour Attorney.  It will save you money in the long run.

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 – Tips on Handling Difficult Customers – Part 2

 Customer Service 101 – Tips on Handling Difficult Customers – Part 2

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd 

Last time we looked at:-

1. Salespeople trying to sell you stuff that you did not ask for;

2. Salespeople not listening to what you ask for.

Let’s have a look at a few more that my research has unearthed.

1. One of the issues that have come up time and time again is “Hear their side of the story.”

We all want our voices heard and that includes your employees.  They want us (the client, customer, consumer) to understand why it is that they cannot or will not deliver whatever it is that we require, but they don’t want to hear our side of the story.

As irritated, frustrated clients, we don’t really what to hear why they don’t have XYZ in our size.  Rather than just apologise for not having it in stock (or whatever the problem is), make a suitable suggestion e.g. “let me check if any of our other stores have it  and I can reserve it there for you or have it transferred to our store and I will call you when it arrives.”  Of course, then make good on that promise!

Not listening to the customer and the complaint is one sure-fire way to not only lose the customer (yeah, not only the lose the sale but the customer too), but it could really be very bad for business, especially if that “lost” customer turns to social media in an attempt to get themselves heard.  Not dealing with a potential customer’s problem effectively, is likely to turn a bad situation, even worse.

2. Remain Calm.

The absolute worst thing that you do is to lose the plot when you are dealing with a perceived difficult customer.  Do not, under any circumstance start shouting and screaming at the customer.

That, of course, does not mean that you have to take verbal abuse.  You can be firm about what you are prepared to accept without getting into a shouting match.

Try and calm them down, if possible, try and get them to sit down, all the while, quietly but firmly, tell them that you would like to help them but in order to do so, you need their co-operation. They need to explain the problem to you in a calm and dignified manner.

3. Don’t take it personally.

Whatever you do, don’t take it personally!  I understand that some clients get really, really angry when their expectations are not met.  The reality is that they are irritated and just venting and letting off some steam.  So don’t respond in anger.

Remember, you are the person that gave them the information that they did not what to hear and as the face of the company, and in that moment in time, you’re the object of their irritation and anger.

Also, please remember, that everyone has trigger points that ignite their anger and yours cannot also be ignited.  Stay calm and in control of the situation.

Next time I’ll explore some of the other tips on “handling difficult customers”, that my research has highlighted.

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

Networking 101 - Networking is also for Corporate Employees

 Networking 101 - Networking is also for Corporate Employees

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

I still have a number of colleagues and friends in the Corporate World (shame hey!), and am often amazed at some of the comments that I hear about networking.  The one that astounds me the most is “I don’t go to networking events because I get hit on by people looking for work!”  Oh how sad!

On a personal level, I just don’t think that most corporate people “get it” – the plot I mean, or what networking is all about.

Not going to a networking event because you are afraid of people trying to get you to give them work or because they would like to become your service providers is just not clever.  

Yes, some people will “hit” on them – there is no doubt about that.  In fact, I can pretty much guarantee it, however, they fail to see the “big” picture!

You see by not going to these events, they will not be meeting new people and by not meeting new people, their own network is not going to grow, and not actively growing their network is not clever.  In fact, it could have some serious, adverse repercussions on their businesses.

I am often reminded of this when I attend some of the Business Engage (www.businessengage.co.za) functions.  Business Engage is supported by many of the Corporate’s in the financial world – in particular banks and insurance companies.  In most instances, the Corporate has taken out a block membership to Business Engage for their staff.  Most of the functions are attended by someone who “represents” the Corporate entity and in many cases, this someone has no interest whatsoever in networking.  In fact, they see this as an obligation to their employer and a chance to have a free meal.

They are so easy to spot and it’s not difficult to see how different they are to the entrepreneur.  The entrepreneur is bouncing around the place, interacting with new people, exchanging business cards and generally working the opportunity that they have, whilst the corporate employee is sticking to their respective groups and trying hard not to “talk to strangers”!

My message to the Corporate world is this – “you guys need to get with the programme”!  When it comes to making and sustaining sound Business Connections  - the entrepreneur is streets ahead of the corporate.  Entrepreneurs are hungry for new contacts, they explore every business opportunity available to them, from meeting that new contact to looking for new innovative ways to do business!

Let me put it this way – we all talk about the bottom line – my bottom line is this:

All of my business comes through networking!  I do not advertise, I do not do any marketing.  You will not see anything about my business on a flyer.  There are no advertisements in magazines or any other periodicals.  Yet I am beginning to be well known in the marketplace.

I wonder why that is?  Perhaps it is because I am a natural networker and I use every opportunity to talk to people, about who I am and what my business is.

The question is – shouldn’t you?

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

Business Tips – From Employee to Entrepreneur – Part 2

 Business Tips – From Employee to Entrepreneur – Part 2

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

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

Last time we looked at some of the basic differences between an employee and an entrepreneur.

Now let’s have a look at some of the issues that you will have to explore and questions that you will have to ask yourself and answer honestly as you travel on your path to becoming a successful entrepreneur.

1. Purpose

What is your purpose? I have no doubt that on some level we all understand that we are not only here on this planet called earth, merely to survive during our time here. We all have a purpose in life (whether we actually know what it is or not) and knowing what that purpose is and aligning it to what we want to do, will ensure that we achieve what we want to with a minimum amount of fuss and bother.

Understanding our purpose and aligning it to what we do will also ensure that we are able to live the best life that we can and become all that we are capable of being.

No one “life purpose” is better or worse than another and our own success will be attained by being all that we can be rather than all that others think we should be.

2. People

Like it or not we are all here to serve people.  Whether those people are our customers or our staff or our suppliers or our families, the fact of the matter is that we all need to serve and be served.

We are no better than those who serve us than we are less than those who we serve.  The more we serve, the greater our reward will be and the greater we will become as individuals.

I’ll say it again – we serve!  Get your head around it, get used to it, get good at it and get on with it.

3. Personal Footprint

Let’s face it – there are all kinds of characters in the world of business.  Some are grumpy, some are sunny, some are introverts and some are extroverts.  The point that I am trying to make is that your success, as an entrepreneur is not dependent upon that particular part of yourself.  Your success is dependent upon your credibility as an individual.  It’s dependent upon whether you can deliver and whether you are honest in your dealings with people.  It is dependent upon who you are intrinsically as a person.

Let me ask you this question (and please answer yourselves honestly) if you were in the market of looking for a mentor – someone you would look up to or aspire to be – would you look at yourself as being that person?  If your honest answer to that is “NO”, well I guess that you know what your personal footprint will be.

Next time we will have a look at some more of the issues that you as an entrepreneur should be looking at.

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 

<<

Part 1

http://www.viljoenconsulting.co.za/2012/02/business-tips-from-employee-to-entrepreneur-part-1/

>>

Part 3

http://www.viljoenconsulting.co.za/2012/05/business-tips-from-employee-to-entrepreneur-part-3/

Part 4

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-4/

Part 5

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-5/

Part 6

http://www.viljoenconsulting.co.za/2013/01/business-tips-from-employee-to-entrepreneur-part-6/

Part 7

http://www.viljoenconsulting.co.za/2013/02/business-tips-from-employee-to-entrepreneur-part-7/

Part 8

http://www.viljoenconsulting.co.za/2013/03/business-tips-from-employee-to-entrepreneur-part-8/

Part 9

http://www.viljoenconsulting.co.za/2013/04/business-tips-from-employee-to-entrepreneur-part-9/

Inspiration – Stuff Happens – Deal With It.

 Inspiration –  Stuff Happens – Deal With It.

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd  

 Today’s quote comes from Aldous Huxley who says “Experience is not what happens to a man, it what a man does with what happens to him.”

Profound words I am sure you will agree and certainly ones that made me dig deep . . . really deep.

You see, of late, I have been really struggling with “my life’s purpose”.  For a while now, everything has been a mission – getting new clients, getting paid, getting people to my workshops, even getting the work done (its that time of the year when I battle with sinus and coughs and sore chest and this year I added earache to the mix as well). 

To make current matters worse (although in many ways it is also very exciting too), I have also been working on four different long term projects, that will certainly pay handsome dividends . . .  down the line, but at this point, they bring nothing in and cost a fortune in terms of time and energy.

Technology challenges with my website being hacked into, servers going down and a general disruption of my life has left me feeling more than a little cut off and a tad isolated.

“So what’s this all about?” I started to wonder “Why am I here and is it worth all of this effort?”  Isn’t it strange how at the first hint of things not going the way that we want them to, that this is generally the first thing that we think?  Well, I do!

This for me is where today’s quote and what it means, is so important.  Sure there are a number of options open to me.  Some are as simple as closing up shop and getting myself a job (not really an option I must say, as it would kill my spirit and make me even more grumpy than I usually am), some as scary and as deep as  . . .  ok, I’m not going there and a whole host more in-between.   Being a logical person though, I did have to look at ALL of my options, unemotionally and fairly and then made a decision.

I had to make a decision on the “what and how” I felt and the “where” of my life, based on what I felt as opposed to being guided through the whole process by my mentor, it was time to stand on my own two feet.  It was damn scary I can tell you!

Let’s just say that I had to think about things that I didn’t want to think about and go to places inside myself that I haven’t been to for a long time and that I would prefer not to have to visit again.  We all have a “dark” side, so I know that you know what I am talking about.

So I hear you asking – “what will you do?”

Well, I am feeling a lot better and I am sure that has a lot to do with it as I find being sick very exhausting.  A whole bunch of “new” opportunities have presented themselves and the “old” opportunities seem to have taken on a new life of their own.  I have completed as much as I can on some of the long term projects and now await the outcome, which I know is out of my hands and in the hands of the “Gods” (whomever you perceive them to be).

I look around me and have a deep sense of something about to happen, like the electricity in the air just before one of our infamous Highveld storms.

I know that whatever is going to happen, will happen whether I worry about it or not and it will happen when it should and not a moment before.

I know that I have a purpose and that I am going in the right direction, but that there are times when I am too impatient for my own good and I try and push to make things happen faster, when in fact I should be resting, so as to be ready, willing and able when they do happen.

I know that often I am the biggest “doubting Thomas” in my own life when I doubt my ability and my capability and then I am always gobsmacked when people tell me of the impact that I have had in their lives, and then I do a 180 degree turn around and become humbled by who I am and what I have achieved and how much more there is for me to achieve.

And then I see words like “experience is not what happens to a man, it is what man does with what happens to him”, and I know that I am fine and I know that “all is well” with my world.

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 – What to do When . . . Your Staff Want To Take Family Responsibility Leave?

HR 101 – What to do When . . . Your Staff Want To Take Family Responsibility Leave?

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Labour Relations, Basic Conditions of Employment Act and Best Practice Requirements.

Welcome back to my protagonists.  Mike owns a small retail store and he has one employee – Jane.  Jane is married and is now pregnant – what is Mike’s responsibility.  

Well here is what the law says in terms of granting Family Responsibility Leave:

1. The law states that your employee is entitled to have 4 (four) months of maternity leave.  Granted you don’t have to pay her while she is on maternity leave, but she is entitled to take four months and furthermore, you will be obliged to take her back after those four months are up.

2. Should Jane’s now newborn child become ill, Jane is entitled to now take 3 (three) days Family Responsibility Leave per annum.  Jane is also entitled to take her own sick leave if her child is ill and should that also run out, she would be able to link her annual leave to this as well, and finally, when she runs out of annual leave, Mike will be requested to give her unpaid leave.  

Here’s there thing though, Jane will have to provide documentary evidence to prove that the child is ill.  The normal “sick” leave policy and rules still apply and Mike is entitled to ask for a doctor’s certificate.

3. During the time that Jane worked for Mike, her father passed away.  Mike is obliged, by law to allow Jane 3 (three) days of Family Responsibility Leave (provided that she has not already taken it for a sick baby – the law states 3 days per annum).  Jane will have to produce documentary evidence again, to prove that the person who died, was in fact her father or that they are a member of her immediate family.  The law states that an immediate family member is as follows:

a) Spouse or life partner;

b) Parents

c) Children.

Remember too though – the employee is only entitled to 3 (three) days Family Responsibility leave per annum.  It cannot be accumulated and it cannot be paid out.

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 – Tips on Handling Difficult Customers – Part 1

 Customer Service 101 – Tips on Handling Difficult Customers – Part 1

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd – September 2019

Bad Customer Service is one of my pet peeves.  It makes me crazy, leaves me feeling irritated and disgruntled and although I have researched this topic in order to try and write this blog objectively, I am also going to write about my top 3 peeves.

I am often told that I am an extremely difficult customer! That said, I am also often told that I am an extremely easy customer.  The difference of course is perception.

Example 1 – Me the very difficult customer.

If I go into a store because I have seen an advert for, let’s say a pink golf shirt and this is exactly what I ask for and the sales assistant then brings me a lilac one because they have run out of pink ones and they are out of stock.  Rather tell me up-front, so that I can make an informed decision, don’t just assume that I will just accept whatever you have leftover in the store and that you cannot sell. It’s enough to make me curl my toes in annoyance.

Example 2 – Me the very difficult customer

I go to a restaurant or coffee shop and order and they ask me, “How do you like your . . . “ or “Hot or cold milk?” and then I respond and when the order comes it is with the opposite of everything that I answered.

Or (and this literally happened), I go to fill up with petrol and I tell you how much fuel to put in as well as the specific octane that I want and you put in more than I asked for of the incorrect fuel!  

Don’t ask the question if you are not prepared to listen to the answer.  There’s really no point is there?

Example 3 – Me the very difficult customer

I am already in a heightened state of agitation and irritability because you have repeatedly done the wrong thing and have not given me any kind of customer service and then you very sweetly say “I apologise. I’m sorry for the inconvenience”, whilst you continue to do the very thing that you are currently apologising for.

By its very nature, an apology implies that you will try and do better next time or you won’t do whatever it is again.

Seriously folks, just writing these down has taken me down several memory lanes that now have my blood pressure rising!

The reality of course, well certainly my reality is that I am not a difficult customer . . .  actually I am a “walk in the park”, as long as you give me exactly what I ask for and what I want.  I am known for being really clear about what it is that I was or need. Failure to meet my specific requirements, however, brings out the worst in me and if that is what makes me a difficult customer, I am really pretty happy to wear that particular hat.

Next time I’ll explore some of the other tips on “handling difficult customers”, that my research has come across.

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

Networking 101 - The Value Add of Referrals

 Networking 101 - The Value Add of Referrals

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

At some point, you are going to need the contacts that you have met whilst networking.

Today is only Wednesday and I have already referred about 15 people this week, out of my database – all of whom I have met whilst networking.  

You see in some instances, many of my colleagues ask me to refer people because, well firstly, they know that I have met with and chatted, on a one on one, type basis, with every single person in my database. Secondly, I have listened to what it is that they do and asked questions about their businesses.

Can I guarantee their work or their commitment – no of course I can’t, but it is certainly a lot more trustworthy than picking someone out of the yellow pages!

So what does that mean for me – well firstly the person who has asked me for assistance, now on a subconscious level feels that they  “owe me”.  What this means is that the next time they hear of someone in need of the type of work that I do, they will be very quick to refer me because that will then even the score.  That means that work will be coming in.

Secondly, the person who has been referred – knows that I have referred them and now on a sub-conscious level they also “owe me”.  What this means is that the next time they hear of someone in need of the type of work that I do, they will be very quick to refer me because that will then even the score.  That means that work will be coming in.

There are some instances where people, who I refer, simply feel that they are not in a position to refer me to anyone – now here comes the fun part.  I have worked out a deal with these service providers – I get their time for free!  So now I have my own contractual attorney – I never sign anything without her having a look at it (for free).  I have my own Labour Attorney – I can give advice to clients and check my facts before I give the advice (for free).  I have my own Accountant, who does my books and looks after my tax issues (for free), and so on.

In fact, I am far better off than any Corporate Company – because I have specialists who are passionate about what they do and are committed to giving good service and value for money – where have you ever found a Corporate Company that can make that statement, with conviction and honesty?

The bottom line is that I have built a “Virtual Company” out of my networking.  I have opened myself up to recognize the potential value, to my business, of every single person that I have met.  I did that by meeting one person at a time, engaging in a conversation with that person, understanding what it is that they do and listening to what people want.

How strong is your “Virtual Company” – and do you actually have one?

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

Business Tips – From Employee to Entrepreneur – Part 1

 Business Tips – From Employee to Entrepreneur – Part 1

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African compliance regulations and Best Practices.

I have, of late, been mentoring several young ladies who are currently employed, but who dream of owning their own businesses.  The more I talk to them, the more I become aware of the huge mind shift change that has to take place.  And this is how this particular series was born.

Firstly, I would like to explore some of the differences between an employee and an entrepreneur – just so that we can all understand the basic differences and understand what we are getting ourselves into.

1. An employee is paid to work, they are paid, often irrespective of whether they put in a full days’ work or not.  They are paid irrespective of whether they have given 100% effort or done “just enough to get by”.  An entrepreneur pays others to work and often works for free themselves.  Entrepreneurs pay their staff and the bills first and then if there is anything left over they get to pay themselves.  This is particularly true when they are starting out.  They are passionate about the product or service that they are providing and need to consistently give 100% (or more) effort into what they are doing in order to build the brand and the business.

2. Employees are managed.  They have someone that they report into, there is always someone else who is ultimately responsible for what they do (or don’t do as the case may be).  Entrepreneurs manage others and themselves.  That means that “the buck stops” with them and they are responsible for everything that happens at the end of the day.

3. Employees have a specified “end of day” time.  Irrespective of whether they have an employment contract or letter of employment, the number of hours that they work is governed by the BCEA (Basic Conditions of Employment Act) and they cannot be forced to work overtime unless they have agreed to do so in writing.  An entrepreneur has no specific closing time – they often work long gruelling hours and even through the night, to meet deadlines and get the workout.

4. Employees are only responsible for developing themselves, provided of course that they want to grow or improve themselves – many have no interest in this at all.  Entrepreneurs, on the other hand not only develop themselves (and that is an ongoing challenge), but they are also responsible for developing their staff.  Actually, if the truth is told, you will find that entrepreneurs try and develop everyone that they come into contact with.

I am sure that you can see from the few points that I have highlighted that the list could very well be endless.  The point that I am trying to make, however, is that the mindset is very different.  It has to be!

This of course means that if you are wanting to start your own business and do your own thing, you have to step up to the plate and stop thinking like an employee and start thinking like an entrepreneur.

Next time we will have a look at some of the issues that you have to look at, understand and more often than not, follow.

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 

>>

Part 2

http://www.viljoenconsulting.co.za/2012/03/business-tips-from-employee-to-entrepreneur-part-2/

Part 3

http://www.viljoenconsulting.co.za/2012/05/business-tips-from-employee-to-entrepreneur-part-3/

Part 4

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-4/

Part 5

http://www.viljoenconsulting.co.za/2012/11/business-tips-from-employee-to-entrepreneur-part-5/

Part 6

http://www.viljoenconsulting.co.za/2013/01/business-tips-from-employee-to-entrepreneur-part-6/

Part 7

http://www.viljoenconsulting.co.za/2013/02/business-tips-from-employee-to-entrepreneur-part-7/

Part 8

http://www.viljoenconsulting.co.za/2013/03/business-tips-from-employee-to-entrepreneur-part-8/

Part 9

http://www.viljoenconsulting.co.za/2013/04/business-tips-from-employee-to-entrepreneur-part-9/

Inspiration – Taking Responsibility

 Inspiration –  Taking Responsibility

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Gita Bellin says “People fail many times, but they become failures only when they begin to blame someone else.  Experience is determined by yourself – not the circumstances of your life.”

Boy oh boy, does this resonate with me at the moment!  Over the last few years, December and January seem to be the time when I do the most disciplinaries.  For whatever reason, Companies want them done either to start the year with a clean page or to start the year by sending the right message.

For the first time ever though, I’ve had to postpone a disciplinary in the middle of a cross-exam of a witness and the case is postponed until May next year – the reason – well the defendant is pregnant and going on maternity leave – it’s a strange situation, to say the least.

What has really come out of the last few disciplinaries though, is really what I want to talk about and that is the defendants’ absolute inability to accept the fact that what they have done is wrong.  It’s like people refuse to accept responsibility for their own actions or inactions for that matter.  I’ve heard the strangest of excuses – like “the work was not completed correctly because I am having marital problems” or “I made a mistake, but it was a long day and. . .”.  

I’ve heard how an employee argued with the boss on “how” he wanted something done, I suppose because she thought she knew better, only to end up not performing the task at all because she “forgot”.  The fact that she “forgot” ended up costing the company an additional R6 000-00, but she is still indignant because he dared to question her.

I’ve heard how an employee refused to use a “checklist” to perform her tasks and as a result of that an invoice was raised incorrectly and because the invoice was raised incorrectly, customs impounded the goods and apart from the cost of the goods, just the cost of the courier fees (R40 000) has now had to be written off.  The employee is screaming “victimization” because the boss dared to call her into a meeting and chastise her.

Or what about the employee, who confirmed with her boss that the stock was in the hands of an event organizer, only for him to discover (when he arrived in the foreign country) that it had not been sent – but hey, she lodged a grievance against him because he complained!

What on earth has happened to the world?  What has happened to self-respect?  What has happened to taking pride in what it is that you do?  I don’t know hey – I think this new “X” or “Y” generation (whichever one it is) has no fundamental foundation and no backbone.  A few weeks ago, I was moaning about the school kids today who get everything handed to them – well I think that this inability to take responsibility for one’s actions is a direct result of this.  Well, you never did the work, so how can you take responsibility? Right!

I think in “sparing the rod” we have not only “spoilt the child” but we have created a generation of monsters.  On the one hand, they have the longest umbilical cords, because of their inability to do anything for themselves and on the other hand, because they don’t know how to do things for themselves – well how can anyone (including themselves) hold them responsible for their actions.

This, for me, is a really sad state of affairs – how will they grow as individuals?  How will they become productive, worthwhile members of the human race?  How will they cope, when all the “baby-boomers” have all passed on to greener pastures and there is no one left to do the work for them?

Can you imagine a world, where everybody did their own thing, because – well they know better, and then when the smelly brown stuff hits the fan and splatters, everyone blames everyone else?  How will anything get fixed?  When will the work get done (never mind how it gets done)?  How will success be measured – will it be by the number of people you blame for your inability to perform a function?

It’s mind-boggling and I cannot see “how” to fix it.  Actually, if the truth is told – I am not sure that it can be fixed.

What it does do though, is make me understand how important it is for me to continue doing what it is that I am doing because if just one person sees the light and understands the lesson, then I have succeeded in what I set out to do.

So I guess, “one person at a time” will continue to be my goal.  One person at a time!

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 – What to do When . . . You Want to Read Your Employee’s E-Mails

 HR 101 – What to do When . . . You Want to Read Your Employee’s E-Mails

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Labour Relations, Basic Conditions of Employment Act and Best Practice requirements.

It is said that we here in South Africa, have the most progressive and democratic constitution in the world.

One of the issues of the constitution is the right to privacy.  We as South Africans, as individuals have the right to keep our private stuff private.

But what about when your staff do private things during your business working time.  I mean – that’s really not cool!  You employ a staff member to work for you between the hours of x and y and you expect the work to be done, but said employee is playing on Facebook and sending out personal e-mails and even searching the internet for their own personal reasons.

Then, of course, you have the staff who may be selling your idea’s or your IP (in terms of the way that you do your business etc.) or even the list of your clients and their contact details.  What then?  Surely if the e-mails are being sent out in your time, using your infrastructure, your bandwidth, your electricity, your computer etc., you have a right to read whatever it is that they are writing or sending.

Well, the answer is both yes and no.

As the employer, you are not automatically entitled to read all of the e-mails.  On the other hand, if you obtain written permission from the employee to read the mails, then, of course, you can.

If you have very real grounds in that your employee is abusing the use of your e-mail (for example sending out child pornography), then you have grounds to read those emails.

If the mail has been sent in the course of your company’s business (as in a business mail to a colleague or client), then you also may read the mail.

Prevention is always better than cure, therefore, getting the permission upfront (whether you need it at the time or not), for me is always first prize.  So getting your permission as a clause in your contract of employment is a great way of getting permission before the time.

If you don’t have anything in place though, don’t stress or panic.  Simply give them written notification (and get them to sign that they have received the same) of the fact that you will be checking and reading e-mails.

Here’s the thing – you can always read the mails, more often than not they will have no idea that you have read the mail!  The problem is that if you try and discipline them for the contents of that mail, without their written consent, you will find yourself on the wrong side of the law, irrespective of what they have done.

It’s easier and less stressful to be proactive.  Get the proper clauses into your letters of appointment or contracts and get yourself protected.

 

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 - The Customer is Always Right

 Customer Service 101 - The Customer is Always Right

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

We’ve all heard the phrase “The customer is always right”.  The phrase was apparently first coined in 1909 by the founder of Selfridge’s Department Store in London.  It was used to instil a greater sense of awareness amongst the employees, of their attitude towards customers and how they interacted with them.  It is used today, rightly or wrongly, by businesses to indicate or give the impression of providing good service.

In many businesses today, particularly where there are call centres in place, this has become merely lip service.  Nowadays though, with the internet, e-mails and blogs, the networks and people who are linked with working networks, when a client chooses to complain, very few companies can afford not to listen.  With the introduction of industry ombudsmen, there are even more complaint channels available to people who wish to voice their complaints.

This makes consumer power bigger and better than it has ever been.  The question of course is do we, as consumers complain enough, or do we just put up with bad service, poor quality and indifferent salespeople for the sake of a quiet life?

If a client takes the time or the trouble to voice a complaint it should be seen as an opportunity, by the business, to right a wrong, or as a second chance.  The fact is that customers who complain give businesses the opportunity to improve their service and thereby retain the patronage of their clientele.

Ironically, the reality of the situation is that very few of us take the time and trouble to complain or express our dissatisfaction directly to a company usually because the perception is that it is not really worth the effort.  Many South Africans just tolerate bad service.  What we usually do is “vote with our feet” and of course our voices, when we tell all of our friends, family and colleagues or in fact anyone who will listen, about the bad experience that we had.  This does not help the situation at all, as we have not dealt with the root of the problem.

Human nature being what it is though means that we usually complain a lot more than we praise.  So when we moan and groan quite liberally to all and sundry we very rarely spread the news when service or quality is exceptional.  The result of this of course that we as consumers have the ability and potential to make or break a small business.

Clearly, it is of the utmost importance to deal with customer complaints effectively and efficiently.

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

Networking 101 – Focus is Key

 Networking 101 – Focus is Key 

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Don’t you just hate it when people are talking to you and they look everywhere except at you?

It’s like the guy who chats to the ladies whilst clearly focused on their cleavage!

Apart from the fact that it is really rude, it’s also very distracting.  It makes me feel like I’m missing something, which usually means that I also have to have a look at whatever the other person is looking at.  Usually, that means that I am doing the “rubbernecking” thing to look at whatever it is that they are looking at and often I really don’t “get it”.  The result of course is that I lose focus – they never really had any focus and frustration sets in!

So what’s the point of going to a networking event if you cannot focus on what you are doing?  In fact, what’s the point in talking to anyone, if you can’t focus on either what you are saying or what they are saying?

Be sure to focus on the person that you are speaking to – give them your full attention.  You are bound to reap the rewards in the long run.

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

Business Tips – Social Media – What Gives?

 Business Tips – Social Media – What Gives?

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Many of my clients seem to be tearing their hair out because of staff taking time away from their designated jobs to “play” on the social media sites or incessantly chat on their cell phones.

Twenty years ago Social Media was simply the radio or television and was relatively harmless to business – I mean it was quite easy to ensure that staff were not glued to the TV or the radio.  With the introduction of WWW (World Wide Web) and the internet, however, things have changed drastically and currently, employers are bearing the brunt of it.

Today we have all sorts of distractions such as (but not limited to) Facebook, Twitter, LinkedIn and don’t forget Instagram, TikTok and WhatsApp. According to an article written by Jan Du Toit entitled “Social Media: Guidelines on the policy for employees using social media for non-business purposes”, employees spend as much as 79% of their business day, playing on social networking and gaming sites. Never mind the work that doesn’t get done, there is also the cost of the resource that the company will ultimately be responsible for.  Just how long can any company, regardless of its’ size, continue doing business under these circumstances – my guess is not very long at all.

There have also been reported incidents where employees have been dismissed because of how they have disparaged bosses or colleagues or clients, publically – what kind of damage does that do to the reputation of the company as well as the individual?  Yes, technology has advanced us as a species into a wonderful world, where there is so much to explore and learn – sadly, it has also caused huge problems in terms of the way that it is being abused by individuals who have no control over their own actions and who are addicted to the games or the interaction.  Sadly many of us find that our lives are now governed by gadgets.

It is obvious, that in order for SME’s (small, medium enterprises) as well as big corporate companies, to survive the technical revolution, certain measures need to be implemented to ensure that staff spend their work time actually working and not playing in their personal capacities.  Enter the Social Media Policy.  This will set clear guidelines to ensure that the staff do not abuse company resources and provide clear definitions of what is and isn’t allowed.  

Here are some of the types of issues that would need to be addressed:

If the employee is using media sites for business purposes, they must be aware of and clear on (but not limited to):

- Which social media sites can be used and when.

- The legality of postings and whether they are ethical or disrespectful and disparaging.

- The company’s confidentiality policy should not be breached in any way, this should include the personal details of management, colleagues and even clients and suppliers.

- Company details and information should be correctly disclosed, and only the official company logo should be used.

- In terms of compliance or legislation, it is also a good idea to ensure that all copyright laws are adhered to.

- Media type statements and public postings should always first be cleared by the employer or their designate.

For employees using the internet, social media (including cell phones and IM {instant messages applications}), they should be (but not limited to).

- Company policy on the use of company equipment as well as what social sites can be used and when

- Company confidentiality policy must not be breached in any way, so company information must be kept safe

- The company code of conduct should be upheld 

- Employees should only post in their personal capacities and not on “behalf of” the company, their colleagues, clients or service providers and suppliers.

- Usage of cellphones should also be included here.

Furthermore, employees should be made aware of the consequences, should they fail to comply with the policy and a reminder that internet and e-mail and in the case of company cell phones, usage can and will be monitored.

It’s also a good idea to include this on the letter or contract of appointment, making sure that employees understand that when they sign their letters or contracts, they also give employers permission to monitor the internet/e-mail/cell phone usage of the employee.

Please contact Nikki, if you require assistance with this policy or any other policies/procedures/templates that you may require.

 

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 – Starting the Change with You

 Inspiration – Starting the Change with You

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

There is a story that goes something like . . . 

Once upon a time, there was a man who always felt insulted by people around him.  This man went to visit a very wise man and told the wise man all about this problem that he had.  

He told the wise man how easily he was insulted by the people around him and how it hurt him when people said bad things to him or about him.

The wise man then asked the man a question that went something along the lines of “if someone gives you a gift and you don’t accept the gift, who does the gift belong to?”

The man was thoroughly confused and conveyed this to the wise man.

The wise man tried again saying, “if someone gives you a gift and you accept the gift, who does it belong to? “ 

“Well it belongs to me”, said the man “if it was given to me, then it belongs to me.”

“So”, said the wise man, “if someone gives you a gift and you don’t accept that gift, who then does the gift belong to?”

“Then” the man replied, “the gift still belongs to the person who is giving it to me”.

“So there’s your answer”, said the wise man, “if someone insults you and you don’t accept the insult from the giver, then the insult still belongs to the giver.”

As usual, it’s about choice and how we choose to react to issues and other people’s stuff!

I am often amused at the reaction of people when I say that “other people’s opinion of me is none of my business”!  Believe me when I say it because it is something that I really believe and quite frankly I really don’t give a continental . . . well, I’m sure that you understand exactly what I mean.

That said, I still seem to get angry when people have disparaging remarks to say about the people that I love.  Clearly, that too is my choice and it is something that I will need to look at and process one way or another.

It’s also often about negativity.  I have spent most of the year listening to people moan and groan about the economy, the government, taxes, non-paying clients, the recession (insert anything you like to hear) and most of the time their comments have irritated me because of what I saw as “their” choice of actions and yet I am doing exactly the same thing when I get annoyed by other people’s remarks about those that I love.  Instead of rejecting their “gift” of insults or disparaging remarks, I buy into them and react negatively.  Clearly, that has to change.

Now it is much easier to say than it is actually to do, but that said change can only happen if it starts with me.  I cannot just sit here on my rear end and command that things change.  The change starts with me and in order for it to start, I have to be aware of what the choices are that I am making.  So for me, it is one of those times that I do the “note to self”  thing and this article is clearly, my “note to self”.

So starting from today – insults will no longer be accepted by me?  What about you?  Will you still be accepting the “gift” of insults?

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 – What to do When . . . Staff Make A Costly Mess

 HR 101 – What to do When . . . Staff Make A Costly Mess

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

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

Many of us have had costly machinery or equipment and even property, damaged by staff.  Apart from a sharp increase in our blood pressure and our stress levels, is there anything else that we can do?

So let’s have a look at the story.

Here are our usual protagonists.  Mike owns a furniture shop and he has several delivery vehicles.  George is the driver of one of the delivery vehicles.

George and his vehicle were stopped at a roadblock and Mike received a long list of things that were wrong with the vehicle.  Things like both indicators and both brake lights are not working, faulty brakes, no spare wheel, badly cracked windscreen and several other issues totalling thousands of rands.

Mike, understandably is absolutely furious, I mean – who wouldn’t be?  But is there anything that Mike can do about it?

Well, let’s have a look.  Firstly – are there any procedures in place?  Has George signed for and accepted the responsibility for his vehicle?  Are the vehicles booked in regularly for service?  Is there a daily checklist in place to ensure that the vehicle is fit to be on the roads?

If procedures are in place and George has not followed them, then clearly he is at fault and there is a consequence.

If however, no procedures are in place to ensure the wellbeing and maintenance of the vehicles – then, in my opinion, Mike must share the responsibility and accountability.

So what can Mike do about this?  Well in this case – Mike has policies and procedures in place.  All the drivers sign a document when they take delivery of the vehicle, stating that “where failure to adhere to laid down procedures results in damage to the vehicle the driver will be held responsible for the cost of the damage and said costs will be deducted from his salary”.  George has signed the document agreeing to this.

Mike checks George’s documentation and is both shocked and horrified at what he discovers.  George has signed off on documentation indicating that the vehicle has been serviced regularly – the reality is that has missed five service dates.  George’s daily documentation indicates that the brake and indicator lights were checked and found to be in good working order.  Tires were checked and found to be in good order.  In fact, the paperwork evidence that George’s vehicle is in tip-top condition.  The sad reality however paints an entirely different picture altogether.  The bodywork is badly scratched and dented in several places, the vehicle needs new tyres and most of the tools and equipment that is standard issue on the vehicles, are missing.

Clearly, George has been dishonest in his paperwork and he is now responsible.

What does the law say?

Well, since the damage to the vehicle was caused by George and the loss of the tools and equipment on the vehicle was George’s responsibility – George becomes financially liable for these.

Mike will have to follow the usual disciplinary procedures and George must be allowed to show why the deductions should not be made.

That said, George has signed in agreement to owning the responsibility and Mike can make deductions from his salary as long as:

• the total deductions from George’s salary cannot exceed the amount of the loss or damage.  In other words, you cannot charge him more than it cost you.

• The total deductions from George’s salary cannot exceed one-quarter of his monthly remuneration.

Here’s the thing though – if George decided to leave Mike’s company before the debt is fully paid, Mike would have to institute legal proceedings against George.

So the answer obviously is – yes! Yes, you can claim monies back from employees who damage your machinery, equipment and property.

It’s easier to claim such damages if you have proper procedures and policies in place. That said though, it’s all very well to have policies and procedures in place, but someone actually needs to check to see that they are being adhered to.  Don’t be a Mike and only discover that there is a problem when it becomes a real issue.  Spot checks to ensure that George was in fact doing what he was supposed to be doing could have prevented this whole mess from happening in the first place.

Remember though that you have to have the employee’s permission to deduct money from their salaries and you cannot deduct more than 25% of their monthly salaries.

The time has come to make people responsible for their own actions.

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 Poor Service

 Customer Service  101 - Sick of Poor Service

By Nikki Viljoen of 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 are:

• 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 to change.

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 or www.viljoenconsulting.co.za

Networking 101 - Be Prepared to Listen

Networking 101 - Be Prepared to Listen

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

My late friend Geraldine Bunting always told me that one of the things that her mother  used to say is “There is a reason that God gave us two ears and one mouth!”

Frankly, I agree – we don’t listen enough.  We are so busy, thinking about a clever thing to say in response to something that someone has said, that we don’t listen to all of what the other person is trying to say and yet conversely we become offended if someone doesn’t listen to what we have to say.

I am always reminded of an incident that happened to me at the garage.  The petrol attendant asked me 3 times whether I wanted unleaded or leaded and each time, when I answered him, he was so busy talking to his mate that he didn’t listen – the result, of course, is that he put the wrong petrol into my car.  When I pointed this out to him, he immediately stopped the incorrect petrol pump and started putting the correct petrol into the tank.  When it came time to pay, I was presented with a bill for xx amount of litres of leaded petrol and yy amount of litres of unleaded petrol – I refused to pay for the leaded petrol.  The Manager entered the debate and tried to insist that I pay for the leaded petrol as “it was already in my tank” – I refused and invited him to remove it from the tank as I had neither asked for it and nor did I want it – in fact, I requested his name and contact details because if anything untoward happened to my car, as a result of the wrong fuel being put into the car, I would be holding him personally responsible.

In this instance, not only did the petrol attendant not listen to the instruction, but when the result of this could have cost the garage money – suddenly it became my problem!  How bizarre!  Anyone who knows me though knows that I did not pay for the leaded petrol – in my opinion, the petrol attendant and the garage owner needed to be responsible for their own shortcomings – but that is another story for another day.

The point that I am trying to make is that there is usually a consequence for not listening and when you are in a networking environment this is usually the loss of a lead, loss of a sale and invariably – loss of a client!

A bit harsh, you may think!  But think about it logically for a moment.  Let’s say you are telling someone who you are and what it is that you are doing – he on the other hand, whilst appearing to be very interested in what you are saying, is watching the nubile young waitress who is serving a table nearby and clearly by following his glance and the glazed look in his eyes, he is not paying attention.  He sells motor vehicles.  At the same meeting, there is another chap who also sells motor vehicles.  He on the other hand not only listens carefully to what you are saying but also takes notes and asks pertinent questions and really tries to understand what you are all about.

The very next day, your friend Geraldine Bunting is looking for a car, but wants to talk to someone who is not going to rip her off and who will tell her the truth – which of the two guys above are you going to refer her to – for me it’s a no brainer!

In my opinion, there is a consequence, each and every time that you do not listen – the question remains, however, whether you are prepared to bear that consequence or not.

It’s a conscious decision that only you can make!

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