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Your EnterQuest Bulletin - Issue 210
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| Thought for the week: "No one is useless in the world who lightens the burden of another." Charles Dickens |
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In this week's issue:
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Unhappy customer finds success in customer service
An entrepreneur who started his business from the standpoint of "an unhappy customer" says the personal touch is at the root of his success.
Matt Kendall, who owns and runs Manchester-based MK Printing, is passionate about customer service and what it can do for his business.
He came from a background in music promotion, where he says he was constantly being let down by firms supplying promotional materials, and then being hit by hidden charges. With his own experience of shoddy service as a reminder, Matt insists that treating customers properly is the basis of a successful business.
He said: "People buy from people. The more technical the world gets, the more important the personal touch is."
MK Printing is website-based, with additional staff being employed on an outsourced basis. Clients receive e-mails at each stage of the transaction, including one containing the courier's job number once the materials have been despatched. Most of the work is repeat business and business generated from recommendations.
Each customer is asked for a testimonial to be posted on the website. Customers are also asked to recommend the business to friends and colleagues, who will be sent free sample packs. MK Printing takes the long view and Matt says he sees each new customer as someone he wants to be dealing with in 20 years' time.
Matt said: "Good news travels fast but bad news travels faster. Recommendation is much more powerful than an advert."
Induction of a new employee
An induction is the process you use to help introduce a new member of staff to your business.
If you get the induction process wrong you may end up with a poorly performing member of staff, or have to go through the steps again to hire another employee.
When carrying out an induction you should ensure no employee is placed at a disadvantage on account of their gender, marital status, racial group, religion, sexual orientation, age or disability.
An induction should include an introduction to:
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Colleagues - the new employee's work mates, managers of other departments and other relevant people including the first aid officer.
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The workplace - a guided tour of the building, including locations such as fire exits, first aid facilities, toilets, coffee/tea facilities and stationery supplies, as well as an explanation of telephones, filing systems, printing and photocopying equipment, and the IT system.
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The business - covering aspects such as the history and the objectives of the business.
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The role - key responsibilities of the job, day-to-day tasks, expected standards of performance and any probationary period associated with the job.
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Policies and procedures - including health and safety procedures.
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Terms and conditions - working hours, holiday entitlements and any perks associated with the job.
Business Balls has a useful induction checklist available in Excel format on its website. The Chartered Institute of Personnel Development (CIPD) also provides guidance on induction processes for new employees.
See our practical factsheet on carrying out inductions for new employees for further information.
Each week we provide you with summaries of some popular or emerging business ideas in the UK and elsewhere around the world.
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Flexible pet ownership. A business in Delaware, US, provides rescue dogs to its members, who can have the dogs for a few hours or a few days. The FlexPetz dogs can be used for therapy and rehabilitation purposes, or simply for companionship on an occasional basis.
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Book-swapping websites enable members to swap unused books, or books they have read, for books they need, want or would like to read. They offer customers the opportunity to minimise expenditure on new books, as many people often only read a book once.
Advertising icons of the 20th century
Advertising Age has produced a top ten list of 20th century advertising icons. The criteria it applied in its decisions included effectiveness, longevity, recognisability, and cultural impact.
1) Marlboro Man - Marlboro cigarettes
2) Ronald McDonald - McDonald's restaurants
3) The Green Giant - Green Giant vegetables
4) Betty Crocker - Betty Crocker food products
5) The Energizer Bunny - Eveready Energizer batteries
6) The Pillsbury Doughboy - assorted Pillsbury foods
7) Aunt Jemima - Aunt Jemima pancake mixes and syrup
8) The Michelin Man - Michelin tyres
9) Tony the Tiger - Kellogg's Sugar Frosted Flakes
10) Elsie - Borden Dairy Products
The editors of Advertising Age admit their decision to name the Marlboro Man as number one is controversial, but it was awarded the top spot because it was 'an enormously successful brand-builder'.
We've covered the importance of brand building in a previous EnterQuest bulletin. If you want to read more on the subject, see this article from the Times newspaper.
Regularly improving your vocabulary is not just about learning a new word and its meaning. It will improve your general knowledge and make you feel and act smarter in all sorts of personal and business situations.
Do you know the meaning of the word 'umbrage'?
a) to take offence
b) to broker a deal
c) to withdraw a bid
d) to enjoy someone's hospitality
Answer at the end of the Bulletin.
The following topical business issues have been recently reported in the media. Did your radar pick them up?
1) The Government has recently said small enterprises are missing out on potential income because of which reason?
a) Inadequate stock control measures
b) Failure to protect intellectual property rights adequately
c) Poor marketing campaigns
d) Failure to meet export targets
2) ASDA is attempting to become more environmentally friendly with a pilot project at two stores, where it's urging customers to return which by-product?
a) Used carrier bags
b) Excess packaging
c) Spent light bulbs
d) Milk bottle tops
3) Research by the First Place conference-finding service has revealed that 80% of business people are not motivated by business conferences because of a number of factors. What was the number one turn-off?
a) Seminars that are too long
b) Poor acoustics in the venue
c) Poor choice of motivational music
d) Not enough break times
Answers at the end of the Bulletin.
Free guide to recording telephone conversations
Businesses confused about the issues surrounding recording phone calls from customers can now get free guidance on the issue. The Phone Recorders website has advice, frequently asked questions, myths and a guide to the available equipment. You can also order a free hard copy booklet via the website.
Voice recognition anti-fraud idea
A new form of checking a customer's identity when they use plastic to make a payment is aiming to reduce fraud. Voice Pay is a card payment system linked to a voice biometric authentication platform, which uses the customer's unique voice print to check they are who they claim to be. The system also allows goods to be bought via telephone. The customer calls their unique Voice Pay number and confirms their details.
Search engines to rival Google?
PC World magazine's Search Engine Shoot-out article compares other search engines to market leader Google. The article asks whether people are aware of other search engines, and if Google is so popular because of its reputation alone. It also points the reader to several useful tools available on other search engines, such as Ask.com's interface upgrades.
Gartner advises caution to Second Life traders
A new report by analysts Gartner investigates the notion of Second Life - the virtual world environment that enables users to trade with one another. Gartner analysts are advising caution, as the market is relatively new and corporate entry to Second Life does not appear too profitable at this early stage. Gartner predicts that collaboration and community aspects will grow in significance.
The fully-updated fourth edition of this guide looks at change and continuity, governance and control, as well as financial risk, catastrophe and loss. It considers how you can structure your enterprise to manage risk effectively in the modern world, with advice drawn from a range of experts, including lawyers, regulators and risk management specialists. Check out:
Just one word answer
The answer is a).
Umbrage means a suspicion of injury or wrong; offence or resentment.
The fruit farmer took umbrage when his local shop switched to a different strawberry supplier. |
How's your business radar? The answers
1) The answer is b). The UK-Intellectual Property Office (UK-IPO) has produced several new resources aimed at teaching entrepreneurs how to protect their IP rights.
2) The answer is b). ASDA stores in York and Dewsbury have giant wheelie bins outside as part of the 'Leave it With Us' campaign urging shoppers to return superfluous packing. The supermarket will photograph what's returned and pass the findings on to suppliers.
3) The answer is c). Poor motivational music was named as the number one turn-off by respondents to a survey by the First Place conference-finding service. First Place has put together some conference tips on its website. |
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Good luck
The EnterQuest Team
This information is meant as a starting point only. Whilst all reasonable efforts have been made, the publisher makes no warranties that the information is accurate and up-to-date and will not be responsible for any errors or omissions in the information nor any consequences of any errors or omissions. Professional advice should be sought where appropriate. |
