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