It is a business owner’s prerogative to direct his/her business as seen fit to suit their aims. It is also a director’s duty to act in the interest of the business entity, not merely of their personal interest. There comes a point in a successful business’s life-cycle when the entity must be the focus. For example, when there is a substantial workforce or customer base dependent upon the business, the responsible business leader will be thinking not so much about continuiing to avoid expensive recruitment as ensuring business continuity and succession planning. How well equipped is your business?
I have recently experienced two examples of poor service but have had very different responses to each, as you will see. The first was with a company called Flotec Environmental. To spare you the whole story, we were billed a sum which was so eye-watering that we sought further justification – twice. When none was forthcoming, the boss admitted the error and re-invoiced less that half the original amount. This could only be explained either by deliberate over-billing in the hope of getting away with it; or incompetence. Either way, I want nothing further to do with them. Had I been less assertive, as many might have been, they would have “stolen” several hundred pounds from me and we might have continued to deal with them to our detriment.
The second instance was a restaurant. I particularly wanted to take some visiting friends to it, but our planned lunch fell on Fathers’ Day. I checked with the manager to receive assurance that normal service was planned, so I booked and invited my friends. Later, when our plans were in place and with only a few days notice, the restaurant rang to say that they had decided to offer only a special and much more expensive Fathers’ Day menu. Again, I opted to assert our point of view as customers. Again initially this was rebuffed but eventually the owner rang to say that we would be offered the special meal at the normal price, so keeping our booking. Here, although we had been annoyed, they did the right thing. But unlike Flotec, we would not have unwittingly have lost a lot of money; and we were given the information on which to cancel had we chosen.
Lessons are there for both sides. The supplier always has the option to rectify a mistake; and should do so rather than leaving the customer unhappy. Equally the customer has the right to challenge what is being proffered – and should. If at first you do not succeed…..
A week in off-season in a foreign holiday destination reminds me how assets need to be sweated as well as bodies. It is a truth obvious to those in the business of marketing locations that their role is most effective when their busy season is extended preferably to all the year round. The same is obvious to companies with large-scale capital plant, for which every idle minite is a glaring cost. But many businesses are much less awake to where their true assets lie and to the need to make maximum use of them. Knowledge assets including expertise and contact lists can be the key differentiators from competition and need to be worked harder than they often are, just like seaside hotels.
For the severalth time in my career I yesterday had cause to terminate a company. This may seem like failure and in a sense probably is. However, who says a company is for life? Usually a company is formed to pursue an opportunity or fulfil a particular purpose. If this objective is achieved, proves unachievable or simply no longer applies; or if the vehicle is no longer fit for purpose, the correct thing to do may be to wind up the business. This can be sad as one looks back over positive elements of the journey – a great team, perhaps or some outstanding achievements – but these should be cause for celebration; and sadness is no reason to cling on. As in many aspects of life, it is important to recognise when it is time to move on. Here’s to the next thing!
The South Downs area is one of England’s gems but still needs economic massage, like all coastal areas. Our port, Newhaven, hangs on by a thread but should surely be given the best hopes of survival or even thriving, for the good of the area. Experience this week suggests room for improvement which is in the hands of those responsible.
Its all about thinking about the customer. To compete with slicker and better invested competition from Dover and the Chunnel, a small, local port needs not to look like an apology rooted in the past but to offer every attraction that will win loyalty. What advantage is there is using old boats, which have not the seating capacity to match their potential load? Presumably affordability but the consequence of protracted loading and unloading times; and making customers uncomfortable is counter to winning hearts and minds. In the case of the return journey, this is exacerbated at Newhaven by the Border Agency, once you have waited 45 minutes to get off the boat, conducting its miniscule examinations of passports in UK. At Calais this is done faster as part of the loading time. Is it beyond our political representatives to negotiate a better arrangement?
The Newhaven-Dieppe crossing does have attractions – Dieppe and the South Downs not least but also an access point to France and South-Eastern England which suits some. This is countered by a 4-hour crossing time, which is negatve enough without the authorities who run it turning this into 6-7 hours. Come on LD Lines and Local Authorities – Newhaven is unattractive enough as a doorway to England without making everyone wait longer than necessary there.
Policies to satisfy a vision? Absolutely. But policies based on no research, evidence of efficacy and without testing? No. Leadership must involve vision but without practicality, understanding of impacts – especially collateral impacts – are like the proverbial chocolate teapot. This is what we have got, unfortunately.
Readers may be surprised to learn that I marched on Saturday along with the 400,000 others opposed to many Givernment policies. Is this what you expect from a respectable business mentor, accompanied by an equally (or even more respectable) psychotherapist? Should you know people who express political views? Why not?
The march was full of PLUs (People Like Us to the uninitiated). Yes, there were thousands of union members and public sector workers. Yes, there were also thousands of management, self-employed, professionals too. The changes being wrought on polity in this country will affect everybody except perhaps those most insulated by wealth from real life. Marching may or may not stimulate re-consideration of policies and may or may not have any effect at all on those in power; but it offers the individual a form of expression not otherwise open to us. We the voters have one opportunity every few years to express our support for one individual or another. I respect this right but between elections, how else may we voice concerns, even about our professional lives or the wider world? Some [but few] have access to the media. Most do not. Blogging [like this]; tweeting; writing to the newspapers; and marching are all that most can aspire to. Is this appropriate for concerns about the economy, on which our businesses depend? Absolutely. Next time, why not join me?
Just back froom rural Italy where parallels with the economy of Sussex are striking. Lots of small businesses, offering personal service to local population. Local foods; relatively little multi-national dominance. Happier people! What are the downsides? Only seasonal fruit and veg; less variety. Who cares?
New clients this week with new issues. Lovely! And already made a difference in a couple of cases. The outside view of an organisation or problem can show glaringly what facing it daily does not. You can get too close to things and a mentor is like a mirror held up to the situation which immediately shows what is not looking right. Hope I can do this for lots of others – its mutually rewarding regardless of whether commercial or pro bono.
Now that the dozen key points in business mentoring have been listed, I have written up the preceding blogs into an article, shortly to be available on ezinearticles.com > http://ezinearticles.com/?expert=Tom_Serpell
Anyone wanting a copy just e-mail me.
