HR 101 - WHAT TO DO WHEN . . . . There’s a discrepancy on the Job Description - PART 4
By Nikki Viljoen – N Viljoen Consulting CC
Please note that this pertains to South African Labour Relations and Best Practices.
Here we have Mike the owner of the Business with a problem on his hands as George the ‘Horse and Carriage’ driver has refused to do any convoy work, on the grounds that it was not in his job description.
The matter has gone to the Arbitrator at the CMMA and we are about to find out how the story ends.
The bottom line is that Mike had instituted a clear procedure on what was to happen in the event that there was a dispute. George and the Union had failed to adhere to this procedure. There was also a clear history, where previous drivers had done ‘convoy’ work and the Arbitrator could not find any evidence to show that the instruction was unreasonable in any way.
The Arbitrator also found that Mike was entitled to instruct the ‘Horse & Carriage’ drivers to work in the new vehicles (or convoys as they are known), when they were unable to perform their normal duties or when there was insufficient work for their ‘Horse & Carriage’ duties, and that the ‘Horse & Carriage’ drivers were not entitled to refuse to carry out such an instruction on the grounds that it was not in their job descriptions.
Although in this particular instance, Mike won his case, it would be advisable to ensure that you have proper job descriptions in place. Since it was the ‘clause’ that won the day, it would also be a good idea to include the clause “should a grievance be felt with regard to any instruction issued, representation may be made to supervision or higher authority by means of the grievance procedure, but in the first instance the instruction shall be obeyed.” Obviously then, you would also need to have a ‘Grievance Procedure’ in place too.
It must also be evident that Job Descriptions are not written in blood or cast in stone, as situations change all the time – so it would also be a good idea to have something like “the functions and responsibilities listed in the job description may be changed at any time, depending upon the operational requirements of the employer, and within the parameters of the post held by the employee.”
As usual though, all procedures, policies and controls and the changes that are made to them, must be made readily available to the staff.
The lesson to be learnt from this case though, is that you must have policies and procedures in place.
Next time we will start on a new case study.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
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Friday, April 28, 2017
Wednesday, April 26, 2017
Networking 101 - Don't Make Speeches
Networking 101 – Don’t Make Speeches
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The fourth mistake he says is “Spiel too long. Networking is not speechmaking. You have a finite window of opportunity to introduce yourself and glean a few details about the person you’re talking to. You can’t recite your resume, tell your life story or otherwise drone on. Keep it short and sweet!”
Sitting at a networking meeting last night, my mind wandered to the pile of work that is sitting on my desk, my 17 year old cat that seems hell bent on starving himself to death, my 7 year old nephew in Australia that I need to buy a birthday present for and even what I was going to have for dinner! Why you may ask – well the person who was telling everyone who they are and what it is that they are doing/selling was going on and on and on.
Unfortunately I have sat through this spiel on more than one occasion and it seems to be memorised word for word. It never changes or varies and there have been occasions when I have repeated it word for word as he has gone through it. Nowadays, I usually use his speech time for a comfort break, but last night I really didn’t need one, so my mind went on ‘walk about’!
Sad this, because the product that he sells is really worthwhile and he could sell so many more of them, if he just didn’t go on so much.
I wonder what I’ll do next week, when I again sit in a networking meeting and have to listen to the monologue all over again!
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The fourth mistake he says is “Spiel too long. Networking is not speechmaking. You have a finite window of opportunity to introduce yourself and glean a few details about the person you’re talking to. You can’t recite your resume, tell your life story or otherwise drone on. Keep it short and sweet!”
Sitting at a networking meeting last night, my mind wandered to the pile of work that is sitting on my desk, my 17 year old cat that seems hell bent on starving himself to death, my 7 year old nephew in Australia that I need to buy a birthday present for and even what I was going to have for dinner! Why you may ask – well the person who was telling everyone who they are and what it is that they are doing/selling was going on and on and on.
Unfortunately I have sat through this spiel on more than one occasion and it seems to be memorised word for word. It never changes or varies and there have been occasions when I have repeated it word for word as he has gone through it. Nowadays, I usually use his speech time for a comfort break, but last night I really didn’t need one, so my mind went on ‘walk about’!
Sad this, because the product that he sells is really worthwhile and he could sell so many more of them, if he just didn’t go on so much.
I wonder what I’ll do next week, when I again sit in a networking meeting and have to listen to the monologue all over again!
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Tuesday, April 25, 2017
Business Tips - An Abundance of Resources
BUSINESS TIPS – An Abundance of Resources
By Nikki Viljoen – Viljoen Consulting CC
Dr Renate Volpe, in her Leadership Insights nuggets says “Interdependence requires a shift in perception from a belief in the scarceness of resources, to the knowledge of an abundance of them.”
Wow! What a profound statement and how absolutely true. I think that on some level, as we grow into adults we begin to be ruled by our fears. That’s just crazy – much like the ‘tail wagging the dog’! Think about it for a moment – as children, we did not worry where our next meal was coming from or whether there were clean clothes to wear (or any clothes for that matter), we trusted that meals would arrive as would clothes and other necessities. As we grew up though, we started the whole ‘fear’ cycle. We became afraid of things on many levels, where the money would come from to buy the dance lessons or the new dress that we absolutely have to have or even fear of how our peers saw and what they thought of us.
So we get past the raging hormones of our teenage years, which always add to the conflict and as young adults we enter the Corporate world (well the majority of us do) and here the fear really sets in – we’re scared of what our colleagues may think of us, or that they will get the promotion before we do. We form, what we think are strategic alliances (much like the ones on the current Survivor series) and they generally fall down as none of us have been quite as honest and as up front and as ‘transparent’ as we should have been. We grapple and grope our way to the top, stepping on toes and even heads of people as we strive to get ahead, because ‘well there’s only one position available and I want it!’
Hopefully somewhere along the line we have an Oprah “Ah Ha” moment and our mindset changes and we see that actually, there is not only ‘one’ position available but as many positions and opportunities as we are willing to see, available.
Even for those of us in our own businesses, the opportunities and abundance is there for the taking, all we have to do is actually see them and then do something about them.
Remember though, that without the ‘action’ there is nothing. It doesn’t matter how many opportunities come your way, if you don’t do anything about them then that is all that they remain – an opportunity.
So open your eyes and look around you – if you are really ‘looking’ and really ‘seeing’, you will be amazed at what is available.
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
By Nikki Viljoen – Viljoen Consulting CC
Dr Renate Volpe, in her Leadership Insights nuggets says “Interdependence requires a shift in perception from a belief in the scarceness of resources, to the knowledge of an abundance of them.”
Wow! What a profound statement and how absolutely true. I think that on some level, as we grow into adults we begin to be ruled by our fears. That’s just crazy – much like the ‘tail wagging the dog’! Think about it for a moment – as children, we did not worry where our next meal was coming from or whether there were clean clothes to wear (or any clothes for that matter), we trusted that meals would arrive as would clothes and other necessities. As we grew up though, we started the whole ‘fear’ cycle. We became afraid of things on many levels, where the money would come from to buy the dance lessons or the new dress that we absolutely have to have or even fear of how our peers saw and what they thought of us.
So we get past the raging hormones of our teenage years, which always add to the conflict and as young adults we enter the Corporate world (well the majority of us do) and here the fear really sets in – we’re scared of what our colleagues may think of us, or that they will get the promotion before we do. We form, what we think are strategic alliances (much like the ones on the current Survivor series) and they generally fall down as none of us have been quite as honest and as up front and as ‘transparent’ as we should have been. We grapple and grope our way to the top, stepping on toes and even heads of people as we strive to get ahead, because ‘well there’s only one position available and I want it!’
Hopefully somewhere along the line we have an Oprah “Ah Ha” moment and our mindset changes and we see that actually, there is not only ‘one’ position available but as many positions and opportunities as we are willing to see, available.
Even for those of us in our own businesses, the opportunities and abundance is there for the taking, all we have to do is actually see them and then do something about them.
Remember though, that without the ‘action’ there is nothing. It doesn’t matter how many opportunities come your way, if you don’t do anything about them then that is all that they remain – an opportunity.
So open your eyes and look around you – if you are really ‘looking’ and really ‘seeing’, you will be amazed at what is available.
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
Monday, April 24, 2017
Motivation - Pressing Limits
MOTIVATION – Pressing Limits
By Nikki Viljoen of N Viljoen Consulting CC
Dr Joyce Brothers says “In each of us are places where we have never gone. Only by pressing the limits do you ever find them.”
Good Grief! It is said that as authors, wordsmiths and writers, we often write about what we most need to hear and quite honestly, this is never so true as it is right now. You see for years and years I have lived in a very safe space in my personal life and right now I am pushing the boundaries and pressing for ‘no’ limits. In some ways I am scared out of my wits and in another space it feels like I have shrugged off the velvet ropes that have kept me bound for so long. It is liberating and empowering and deliciously, enticingly scary. It feels as though every nerve ending is straining at its roots to stretch itself to its fullest capacity in order to achieve its ultimate goal.
Quite honestly I cannot wait to see what happens next.
Quite honestly I am petrified at what could happen next.
Quite honestly I wonder why it has taken me so long to get to this point – I cannot believe that it was fear alone or perhaps I don’t want to believe that I could allow fear to hold me captive for so long.
The point is though, I feel alive!
The point is I am really excited!
The point is, I am the author of my own book, the director and star of my own movie. The point is, that for the first time, in a very long while I am doing what is important for me.
The strange thing though is that I am always aware of me pushing the limits in my business capacity. My friend Tess Elsen said at out monthly breakfast get together, that for years now, she has seen me work hard towards my goal, my focus has never waivered and my intention were very clear. Sure there were months when I wondered what the hell I was doing. Sure there were months when I did not know if there was enough money to put food on the table. Sure there were months when I faltered and fell, but I got up and shook my fists at the Gods and at the Universe and more often than not, even at myself, but I persevered. I knew that deep down in that place inside all of us that hears the truth, what it was that I wanted to achieve. I knew that what I wanted to achieve is right for me and I also knew that I could achieve it. It is within my grasp!
So if I knew all of this in my business life, why did I not know it in my personal life? Truth be told, how could I not know it in my personal life? Quite simple really – I think that in our business lives, we write “Business Plans”, we compile “Mission Statements” and live our professional lives by a business “Code of Conduct” and our personal lives just get the scraps that are left. The moments in time that are not focused on what we need to do in our professional capacity. It’s like we put the business before anything else.
Here’s the thing though – by leaving the ‘personal me’ behind, I am making it all that more difficult to achieve the ‘professional me’! Confusing as that may sound, Gemini or not, I am still one whole person and whichever side I neglect will have a pronounced affect on the other sides. I need, as a whole person, to be balanced.
In order to achieve that, I have to push the personal boundaries in much the same way that I push the business boundaries.
I have to ensure that I find those places inside of myself that I have never gone to and get myself there.
I have to ensure that I am never in my ‘comfort’ zone for too long.
I have to ensure that I am focused on what it is that I want to achieve.
I have to be all that I can be, at work, at play and as me.
I have to ensure that I live my life, my whole life for me.
What about you – do you push your limits?
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
By Nikki Viljoen of N Viljoen Consulting CC
Dr Joyce Brothers says “In each of us are places where we have never gone. Only by pressing the limits do you ever find them.”
Good Grief! It is said that as authors, wordsmiths and writers, we often write about what we most need to hear and quite honestly, this is never so true as it is right now. You see for years and years I have lived in a very safe space in my personal life and right now I am pushing the boundaries and pressing for ‘no’ limits. In some ways I am scared out of my wits and in another space it feels like I have shrugged off the velvet ropes that have kept me bound for so long. It is liberating and empowering and deliciously, enticingly scary. It feels as though every nerve ending is straining at its roots to stretch itself to its fullest capacity in order to achieve its ultimate goal.
Quite honestly I cannot wait to see what happens next.
Quite honestly I am petrified at what could happen next.
Quite honestly I wonder why it has taken me so long to get to this point – I cannot believe that it was fear alone or perhaps I don’t want to believe that I could allow fear to hold me captive for so long.
The point is though, I feel alive!
The point is I am really excited!
The point is, I am the author of my own book, the director and star of my own movie. The point is, that for the first time, in a very long while I am doing what is important for me.
The strange thing though is that I am always aware of me pushing the limits in my business capacity. My friend Tess Elsen said at out monthly breakfast get together, that for years now, she has seen me work hard towards my goal, my focus has never waivered and my intention were very clear. Sure there were months when I wondered what the hell I was doing. Sure there were months when I did not know if there was enough money to put food on the table. Sure there were months when I faltered and fell, but I got up and shook my fists at the Gods and at the Universe and more often than not, even at myself, but I persevered. I knew that deep down in that place inside all of us that hears the truth, what it was that I wanted to achieve. I knew that what I wanted to achieve is right for me and I also knew that I could achieve it. It is within my grasp!
So if I knew all of this in my business life, why did I not know it in my personal life? Truth be told, how could I not know it in my personal life? Quite simple really – I think that in our business lives, we write “Business Plans”, we compile “Mission Statements” and live our professional lives by a business “Code of Conduct” and our personal lives just get the scraps that are left. The moments in time that are not focused on what we need to do in our professional capacity. It’s like we put the business before anything else.
Here’s the thing though – by leaving the ‘personal me’ behind, I am making it all that more difficult to achieve the ‘professional me’! Confusing as that may sound, Gemini or not, I am still one whole person and whichever side I neglect will have a pronounced affect on the other sides. I need, as a whole person, to be balanced.
In order to achieve that, I have to push the personal boundaries in much the same way that I push the business boundaries.
I have to ensure that I find those places inside of myself that I have never gone to and get myself there.
I have to ensure that I am never in my ‘comfort’ zone for too long.
I have to ensure that I am focused on what it is that I want to achieve.
I have to be all that I can be, at work, at play and as me.
I have to ensure that I live my life, my whole life for me.
What about you – do you push your limits?
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
Saturday, April 22, 2017
HR 101 - What to do when . . . There's a Discrepancy on the Job Description - Part 3
HR 101 - WHAT TO DO WHEN . . . . There’s a discrepancy on the Job Description - Part 3
By Nikki Viljoen – N Viljoen Consulting CC - March 2008.
Please note that this pertains to South African Labour Relations and Best Practice requirements.
The question on the table is whether Mike was ‘reasonable’ in requesting George to drive ‘in convoy” as apposed to George driving his usual ‘Horse and Carriage’.
The CCMA Arbitrator said that in order to answer the question, which was “whether an employer may instruct an employee to perform tasks allegedly falling outside of his job description”, the answer would depend on:
a. what the terms and/or conditions of George’s contract is;
b. what the nature of the task that George was asked to perform is;
c. the circumstances in which the instruction was given, and
d. what Mike’s operational requirements are.
SATAWU, being the union that George belongs to, said that they had relied on the document (being the job description) which listed the duties and tasks of a “Horse and Carriage” drive. Acting as a ‘convoy driver’ was not listed on the job description, therefore in their opinion George did not have to perform this task.
Mike stated that the Job Descriptions, with their list of duties etc, were actually complied during an excise where he was trying to grade a list of duties and the salaries that were most appropriate for those duties. So each Job description that was compiled was mostly used as a gage and to determine appropriate wage rates rather than to constitute an extensive and comprehensive Job Description.
To prove the point, SATAWU requested that Mike produce the minutes of the relevant meeting, where the task team or committee, who were setting the job grades, met. Apart from that, the union did not call any witnesses or even disagree with the statement made by Mike.
The arbitrator agreed with Mike’s statement regarding the Job Descriptions, stating that the document (Job Description) did not have ‘contractual force’.
When all the documents were submitted, evidencing that the Job Descriptions were being used to rate wages, the arbitrator discovered that the “Horse & Carriage” drivers had, in the past been requested to perform ‘convoy’ related work and that they had in fact done so.
The Arbitrator found that “employees do not have a vested right to preserve their working obligations completely unchanged” from the moment that they are appointed. You see as Businesses grow and expand, so to do the requirements that the Business needs for their employees to meet their obligations to their clients.
Mike had also presented his “Employee Handbook” which he had issued to all of his employees, George included.
The Arbitrator referred to this handbook, that stated “employees shall obey the legitimate instruction of the supervision of any employee in authority over them”.
The union argued that George had a right to lodge a grievance over what he perceived as a duty that was not his.
Again the Arbitrator referred to the handbook, which further stated that “should a grievance be felt with regard to the instruction, representation may be made to supervision or higher authority, but in the first instance the instruction shall be obeyed.”
Clearly Mike had all his ducks in a row and clearly neither George nor his union had followed laid down procedures.
Next week we will see how the story ends.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen – N Viljoen Consulting CC - March 2008.
Please note that this pertains to South African Labour Relations and Best Practice requirements.
The question on the table is whether Mike was ‘reasonable’ in requesting George to drive ‘in convoy” as apposed to George driving his usual ‘Horse and Carriage’.
The CCMA Arbitrator said that in order to answer the question, which was “whether an employer may instruct an employee to perform tasks allegedly falling outside of his job description”, the answer would depend on:
a. what the terms and/or conditions of George’s contract is;
b. what the nature of the task that George was asked to perform is;
c. the circumstances in which the instruction was given, and
d. what Mike’s operational requirements are.
SATAWU, being the union that George belongs to, said that they had relied on the document (being the job description) which listed the duties and tasks of a “Horse and Carriage” drive. Acting as a ‘convoy driver’ was not listed on the job description, therefore in their opinion George did not have to perform this task.
Mike stated that the Job Descriptions, with their list of duties etc, were actually complied during an excise where he was trying to grade a list of duties and the salaries that were most appropriate for those duties. So each Job description that was compiled was mostly used as a gage and to determine appropriate wage rates rather than to constitute an extensive and comprehensive Job Description.
To prove the point, SATAWU requested that Mike produce the minutes of the relevant meeting, where the task team or committee, who were setting the job grades, met. Apart from that, the union did not call any witnesses or even disagree with the statement made by Mike.
The arbitrator agreed with Mike’s statement regarding the Job Descriptions, stating that the document (Job Description) did not have ‘contractual force’.
When all the documents were submitted, evidencing that the Job Descriptions were being used to rate wages, the arbitrator discovered that the “Horse & Carriage” drivers had, in the past been requested to perform ‘convoy’ related work and that they had in fact done so.
The Arbitrator found that “employees do not have a vested right to preserve their working obligations completely unchanged” from the moment that they are appointed. You see as Businesses grow and expand, so to do the requirements that the Business needs for their employees to meet their obligations to their clients.
Mike had also presented his “Employee Handbook” which he had issued to all of his employees, George included.
The Arbitrator referred to this handbook, that stated “employees shall obey the legitimate instruction of the supervision of any employee in authority over them”.
The union argued that George had a right to lodge a grievance over what he perceived as a duty that was not his.
Again the Arbitrator referred to the handbook, which further stated that “should a grievance be felt with regard to the instruction, representation may be made to supervision or higher authority, but in the first instance the instruction shall be obeyed.”
Clearly Mike had all his ducks in a row and clearly neither George nor his union had followed laid down procedures.
Next week we will see how the story ends.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Thursday, April 20, 2017
SALES 101 - How to Increase Your Sales Income – Part 4
SALES 101 - How to Increase Your Sales Income – Part 4
By Nikki Viljoen – Viljoen Consulting
How about taking your clients wants and needs into consideration and making the shopping experience that much more pleasurable for them?
I am not a natural shopper. To be honest, I absolutely hate shopping. For me wandering around the shops picking things up to put them down again because they are not quite right is a complete waste of time and only serves as an irritation. So being able to locate exactly what was advertised in the right colour and in the right size without a huge fuss is always first prize.
So remove all the difficulties and ‘red tape’ for your clients. If you’ve advertised it, make sure that you have sufficient stock. Make sure it is visible and that your clients have easy access to it. Putting it on the top shelf which means that I have to find a ladder to get to it is not a good idea and only means that I will walk out without making the purchase.
Make sure that you have sufficient staff to help the customers. Making me wait for hours because you don’t have sufficient staff to process the sale, will result in no sale from me. The frustration of waiting and endless queuing will make me walk out.
Don’t ask customers to complete pages and pages of questions. I am very aware of identity fraud and I don’t like to give my personal details to all and sundry.
Don’t ask me to ‘come back later’ or ‘come back this afternoon’ or ‘come back next month’. I don’t have the time or the inclination to go backwards and forwards to your shop/office.
Do ask me if I would like something else if you don’t have the exact item that I am looking for, but if I say ‘No Thank You’ don’t try and manipulate me into buying something that I don’t really want. You will not only lose the sale, but the customer as well.
Don’t try and engage me in a conversation where you try and tell me your whole life story. As much as you may feel that your story is very interesting/exciting/humorous (insert what you would like here), quite frankly, I am here to purchase something, nothing else and quite honestly, I am probably not interested at all. I will walk out in the middle of your story – you will think I am rude and in all probability, I will never come back to your store/office to buy anything again – just in case you try and bore me to death again.
Don’t tell me about all of your difficult clients – I have often been told that I a difficult client! I don’t see it like that at all. As far as I am concerned, I am very easy going . . . as long as you give me exactly what it is that I want! By telling me about your difficult clients, you are telling me that you do not meet the needs of your clients and/or their expectations and I will not want to ‘share’ their experience.
If I ask a question that you don’t know the answer to, don’t try and waffle your way through and give me useless, incorrect information. Rather be honest and tell me that you ‘don’t know’. Ask me if I would like to wait until you find out the answer or offer to call me with the relevant information as soon as you have found the answer. Then actually call me!
Do always make sure that you are hygienic in your personal capacity. If you have body odour, bad breath or dirty fingernails, I will walk out.
Remember that word of mouth is a very powerful medium and that negative or bad referrals travel faster and to more people than good ones.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen – Viljoen Consulting
How about taking your clients wants and needs into consideration and making the shopping experience that much more pleasurable for them?
I am not a natural shopper. To be honest, I absolutely hate shopping. For me wandering around the shops picking things up to put them down again because they are not quite right is a complete waste of time and only serves as an irritation. So being able to locate exactly what was advertised in the right colour and in the right size without a huge fuss is always first prize.
So remove all the difficulties and ‘red tape’ for your clients. If you’ve advertised it, make sure that you have sufficient stock. Make sure it is visible and that your clients have easy access to it. Putting it on the top shelf which means that I have to find a ladder to get to it is not a good idea and only means that I will walk out without making the purchase.
Make sure that you have sufficient staff to help the customers. Making me wait for hours because you don’t have sufficient staff to process the sale, will result in no sale from me. The frustration of waiting and endless queuing will make me walk out.
Don’t ask customers to complete pages and pages of questions. I am very aware of identity fraud and I don’t like to give my personal details to all and sundry.
Don’t ask me to ‘come back later’ or ‘come back this afternoon’ or ‘come back next month’. I don’t have the time or the inclination to go backwards and forwards to your shop/office.
Do ask me if I would like something else if you don’t have the exact item that I am looking for, but if I say ‘No Thank You’ don’t try and manipulate me into buying something that I don’t really want. You will not only lose the sale, but the customer as well.
Don’t try and engage me in a conversation where you try and tell me your whole life story. As much as you may feel that your story is very interesting/exciting/humorous (insert what you would like here), quite frankly, I am here to purchase something, nothing else and quite honestly, I am probably not interested at all. I will walk out in the middle of your story – you will think I am rude and in all probability, I will never come back to your store/office to buy anything again – just in case you try and bore me to death again.
Don’t tell me about all of your difficult clients – I have often been told that I a difficult client! I don’t see it like that at all. As far as I am concerned, I am very easy going . . . as long as you give me exactly what it is that I want! By telling me about your difficult clients, you are telling me that you do not meet the needs of your clients and/or their expectations and I will not want to ‘share’ their experience.
If I ask a question that you don’t know the answer to, don’t try and waffle your way through and give me useless, incorrect information. Rather be honest and tell me that you ‘don’t know’. Ask me if I would like to wait until you find out the answer or offer to call me with the relevant information as soon as you have found the answer. Then actually call me!
Do always make sure that you are hygienic in your personal capacity. If you have body odour, bad breath or dirty fingernails, I will walk out.
Remember that word of mouth is a very powerful medium and that negative or bad referrals travel faster and to more people than good ones.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Wednesday, April 19, 2017
Networking 101 - Deliver Your Pitch with Passion
Networking 101 – Deliver Your Pitch with Passion
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The third mistake he says is “Monotonal Delivery. If you can’t convey your qualifications, passion and employability in 30 seconds you may not get 30 minutes in an interview. Use vocal variety, intonation and enthusiasm to speak confidentially about yourself.”
Sometimes my greatest challenge at a Networking function is staying focused. So many times my mind has wandered and I find myself thinking about what my next appointment is and mentally reminding myself what has to be done before I leave for the appointment and what I have to remember to take with me and so on. Once I realize what is happening, I have to drag my thoughts back to the moment and try and re-focus on what is happening on the day.
This is generally due to the person(s) who are speaking at the time – it often sounds like they are so bored with themselves and what they do. It sounds like they would much rather be doing something else. It sounds like a well rehearsed speech that they have given several hundred times that day and quite frankly it sounds like they really feel that they shouldn’t have to be saying all of this again!
You’re passionate about what you do . . right? So let everyone know that! Let the passion come out into your voice, into your body language. Remind yourself before you get up to speak, what your objectives are and why you are there in the first place. Make people excited for you, about you and with you. This is after all your life, so put some life into it!
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The third mistake he says is “Monotonal Delivery. If you can’t convey your qualifications, passion and employability in 30 seconds you may not get 30 minutes in an interview. Use vocal variety, intonation and enthusiasm to speak confidentially about yourself.”
Sometimes my greatest challenge at a Networking function is staying focused. So many times my mind has wandered and I find myself thinking about what my next appointment is and mentally reminding myself what has to be done before I leave for the appointment and what I have to remember to take with me and so on. Once I realize what is happening, I have to drag my thoughts back to the moment and try and re-focus on what is happening on the day.
This is generally due to the person(s) who are speaking at the time – it often sounds like they are so bored with themselves and what they do. It sounds like they would much rather be doing something else. It sounds like a well rehearsed speech that they have given several hundred times that day and quite frankly it sounds like they really feel that they shouldn’t have to be saying all of this again!
You’re passionate about what you do . . right? So let everyone know that! Let the passion come out into your voice, into your body language. Remind yourself before you get up to speak, what your objectives are and why you are there in the first place. Make people excited for you, about you and with you. This is after all your life, so put some life into it!
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Tuesday, April 18, 2017
Business Tips - You Are Not Alone
BUSINESS TIPS – You Are Not Alone
By Nikki Viljoen – Viljoen Consulting
Starting your own business and keeping things on track and going in the right direction is probably one of the most daunting tasks.
You are everything to all people – your clients, your suppliers/service providers, your staff and even yourself. Your accountability and responsibility increases dramatically and the pressure and stress that you put yourself under would be the same as asking someone to balance a fully grown elephant on the head of a pin.
There are instances where things go wrong and you haven’t made any kind of provision for them, simply because you actually had no clue that they even existed and there are other things that go wrong because – well actually you messed up. The bottom line is that sometimes things go wrong.
These mounting issues, and the way that you react to them actually will shake you to the core of your being. Your self confidence takes a leave of absence and you wonder if you should have yourself committed to the nearest institution because clearly you are not of sound mind and judgment, to actually think that you could run your own business and be successful at it!
Sounds familiar doesn’t it? I promise you, you are not alone – we have all been there, to hell and back again.
Does this mean that you will no longer be passionate about your business – of course not! What it does mean though is that you will start having to conduct some sort of reality check with yourself.
For me the easiest way is always to write things down. So make lists of everything. Things like ‘what you have accomplished’ and ‘what still needs to be done’. How about ‘all the opportunities that you have uncovered’. Then of course, there are ‘issues’ or ‘things happening’ or ‘things that could happen’ in the business that could have a bad or negative effect on your business. Decide which are avoidable and make a decision on how you are going to avoid them. Look at the ones that are unavoidable and decide how best to deal with those too.
Put together a plan of action and then give yourself target dates and/or times to complete the task. Be realistic.
Once you have completed these lists and the ‘how to’ of what you can and can’t do, you will have a feeling of absolute empowerment. You see working through issues in this manner shows you that you will be able to work through anything.
Keep you head, keep your cool, calm down and work through each issue – one 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
By Nikki Viljoen – Viljoen Consulting
Starting your own business and keeping things on track and going in the right direction is probably one of the most daunting tasks.
You are everything to all people – your clients, your suppliers/service providers, your staff and even yourself. Your accountability and responsibility increases dramatically and the pressure and stress that you put yourself under would be the same as asking someone to balance a fully grown elephant on the head of a pin.
There are instances where things go wrong and you haven’t made any kind of provision for them, simply because you actually had no clue that they even existed and there are other things that go wrong because – well actually you messed up. The bottom line is that sometimes things go wrong.
These mounting issues, and the way that you react to them actually will shake you to the core of your being. Your self confidence takes a leave of absence and you wonder if you should have yourself committed to the nearest institution because clearly you are not of sound mind and judgment, to actually think that you could run your own business and be successful at it!
Sounds familiar doesn’t it? I promise you, you are not alone – we have all been there, to hell and back again.
Does this mean that you will no longer be passionate about your business – of course not! What it does mean though is that you will start having to conduct some sort of reality check with yourself.
For me the easiest way is always to write things down. So make lists of everything. Things like ‘what you have accomplished’ and ‘what still needs to be done’. How about ‘all the opportunities that you have uncovered’. Then of course, there are ‘issues’ or ‘things happening’ or ‘things that could happen’ in the business that could have a bad or negative effect on your business. Decide which are avoidable and make a decision on how you are going to avoid them. Look at the ones that are unavoidable and decide how best to deal with those too.
Put together a plan of action and then give yourself target dates and/or times to complete the task. Be realistic.
Once you have completed these lists and the ‘how to’ of what you can and can’t do, you will have a feeling of absolute empowerment. You see working through issues in this manner shows you that you will be able to work through anything.
Keep you head, keep your cool, calm down and work through each issue – one 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
Thursday, April 13, 2017
Sales 101 - How to Increase Your Sales Income - Part 3
SALES 101 - How to Increase Your Sales Income – Part 3
By Nikki Viljoen – Viljoen Consulting.
What I am going to say now, may be offensive to some at first glance, but I promise to explain myself during the course of the article.
Take advantage of the failure of others!
Now that may sound really hard and even very mean, but think about it for a while.
Let’s step back for a moment. We all understand that education equals knowledge. I am equally sure that we have all heard about “knowledge is power”. I would like to suggest however, that it is what we do with that knowledge that makes us powerful.
When we look at businesses to see why they have failed, specifically businesses that have been selling the same or similar products or services as ours, it should be so that we can learn from their mistakes and hopefully thereby avoid the same failure and not to ‘gloat’.
We need to look at what they were doing and where and how it went wrong and then we need to find ways to ensure that whatever they did to make it fall over – is not something that we do.
Questions like (but not limited to);
• who was their target market
• what was the quality of their product and/or services
• what was the value of their product and/or service
• what was the value add to their customers of their product and/or services
• was their product and/or service unique and different to that of their competitors and if so how?
Remember, the more you fail on your market testing, the more you actually succeed in the long run. So keep testing your market all the time. Analyze the results and try to improve the value and the value-add to your target market all the time. Even when you have a “winning formula”, you still need to continually move forward, change, morph and evolve.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen – Viljoen Consulting.
What I am going to say now, may be offensive to some at first glance, but I promise to explain myself during the course of the article.
Take advantage of the failure of others!
Now that may sound really hard and even very mean, but think about it for a while.
Let’s step back for a moment. We all understand that education equals knowledge. I am equally sure that we have all heard about “knowledge is power”. I would like to suggest however, that it is what we do with that knowledge that makes us powerful.
When we look at businesses to see why they have failed, specifically businesses that have been selling the same or similar products or services as ours, it should be so that we can learn from their mistakes and hopefully thereby avoid the same failure and not to ‘gloat’.
We need to look at what they were doing and where and how it went wrong and then we need to find ways to ensure that whatever they did to make it fall over – is not something that we do.
Questions like (but not limited to);
• who was their target market
• what was the quality of their product and/or services
• what was the value of their product and/or service
• what was the value add to their customers of their product and/or services
• was their product and/or service unique and different to that of their competitors and if so how?
Remember, the more you fail on your market testing, the more you actually succeed in the long run. So keep testing your market all the time. Analyze the results and try to improve the value and the value-add to your target market all the time. Even when you have a “winning formula”, you still need to continually move forward, change, morph and evolve.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Wednesday, April 12, 2017
Networking 101 - Highlight the Benefits of What You Do
Networking 101 – Highlight the Benefits of What You Do.
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The second mistake he says is “Poor networker’s don’t emphasize the benefits, but the features of what they do. Too many job seekers focus on the features of their work instead of the end results. Employers buy benefits, solutions and outcomes. Speak their language by focusing on what you can do for them, not how you do it. Example: project managers help companies save time and money (two benefits/outcomes) through expertly managing projects and people (features).”
Wow! This is powerful stuff! I attended a networking meeting at the Palazzo Hotel in Fourways last night and thinking back now to all the folk who delivered their ‘speeches’ on who they are and what they do, I can honestly say that about 70% of them are making this mistake. In fact a couple of them are so bad with their ‘speeches’ that I have no idea what it is that they do. Very confusing to say the least.
Remember people cannot help you or refer you if they have no idea what you do. Similarly you have to focus on what makes you different and stand out in the crowd. Taking the above example of Project Managers – there are hundreds if not thousands of these people out there – by saying that you help companies save time and money you are already being different to the rest who will waffle on about what they do to manage the project.
So think carefully about what you say when you are trying to sell yourself or your product. You have very little time to make your point or make an impression.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 and nikki@viljoenconsulting.co.za
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The second mistake he says is “Poor networker’s don’t emphasize the benefits, but the features of what they do. Too many job seekers focus on the features of their work instead of the end results. Employers buy benefits, solutions and outcomes. Speak their language by focusing on what you can do for them, not how you do it. Example: project managers help companies save time and money (two benefits/outcomes) through expertly managing projects and people (features).”
Wow! This is powerful stuff! I attended a networking meeting at the Palazzo Hotel in Fourways last night and thinking back now to all the folk who delivered their ‘speeches’ on who they are and what they do, I can honestly say that about 70% of them are making this mistake. In fact a couple of them are so bad with their ‘speeches’ that I have no idea what it is that they do. Very confusing to say the least.
Remember people cannot help you or refer you if they have no idea what you do. Similarly you have to focus on what makes you different and stand out in the crowd. Taking the above example of Project Managers – there are hundreds if not thousands of these people out there – by saying that you help companies save time and money you are already being different to the rest who will waffle on about what they do to manage the project.
So think carefully about what you say when you are trying to sell yourself or your product. You have very little time to make your point or make an impression.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 and nikki@viljoenconsulting.co.za
Tuesday, April 11, 2017
Business Tips - How to Manage Your Cash Flow Crisis - Part 5
BUSINESS TIPS – How to Manage Your Cash Flow Crisis – Part 5
By Nikki Viljoen – Viljoen Consulting CC
In the last 4 articles we have looked at and dealt with the fact that there are only 3 reasons why you will find yourself in a cash flow crisis. To remind ourselves, there were:-
1. You’re not making enough money.
2. You are not getting your debtors to pay you and
3. You are spending too much money!
We also looked at the first step that should be taken and that was to get clarity on what you owe and what is owed to you and we did this by means of a debtors and creditors aging analysis.
Then we looked at cutting costs, discussed putting a budget together and then making arrangements with your creditors to pay what you owe.
We have pretty much dealt with parts 2 and 3 from the list above and so today we look at your sales.
Here’s the thing - it doesn’t matter how well you collect the money or how you cut out all of the expenses, the reality is that if you don’t sell the product or service there will be no money coming in to collect!
So you need to sell, sell and then sell some more!
The fact that there is money to collect attests to the fact that you can actually sell. You just have to replicate what you did before when you sold and then just keep on doing that better and better.
The more you believe in your product or your service, the more “believable” you are and the more you will sell.
Make sure that the value of what you are selling is in line with what you say you are selling.
Make sure that you deliver on time and that you deliver what it is you say that you are selling or delivering.
Look at your product or service and see how you can do it better. Doing it better will also increase your sales.
Always ensure that you are giving your clients what they want and need rather than trying to sell them what you have or what you think that they may want or need.
Start with your existing clients and ask the question, especially the one that goes “Is there any other way we can help you?” More times than not, this will get you results and because the relationship is already there, the ‘selling’ will be a lot easier. So start there and then broaden your reach out into the open market.
Remember that you need to measure in order to manage, so it is very important to have a plan in place.
Some of the things that you need to look at or implement when you are putting your plan together are (but not limited to):-
- Plan a sales strategy
- Put a sales plan into place and this should include things like:-
• A list of all your products or services and how these are of benefit to your clients.
• A list of your target markets and your perception of “the perfect client”
• Your sales processes from cradle to grave
• Your sales tools
• Your sales scripts
• How to handle objections and how to turn cold leads into sales.
To delve a little more deeply into these aspects let’s break some of them down a little more.
Sales Tools
We all need all the help we can get, so it is a good idea to invest in a basic sales tool and this should include the following:
- A Website - in this age of technology having, at the very least, a basic website is of paramount importance.
- Business Cards - besides telling clients and prospective clients who you are, they bring a certain level of professionalism to the table.
- Brochures – great for giving a visual aspect to your products or service.
- Presentation – always useful to help close a sale
- Templates or samples of your products or service
- Sales management systems or CRM’s or similar – as you grow the number of clients it becomes easier to lose track of where you are with clients. So this is very useful.
Sales Process
It’s always a good idea to have everybody doing the same thing in the same way. Having a documented sales process will ensure that not only does this happen, but also that certain requirements or important information is not forgotten about. Your sales process should also contain the following:
- Leads - how and when to make contact
- Prospect – exactly what product or service that they are interested in
- Presentation – has a demonstration been done for the client or is it still to take place and when.
- Objections received - what they are, were they handled by who and how.
- Negotiation – what will work best for the client and you - how will you go about getting the right balance so that a win/win situation is created.
- Finalization - have the authorizations been received, are contracts agreed to and signed off. How many sales were “won” and why (goes to replicating a successful strategy) and how many sales were “lost” and why
- Monitor - the sales process should be monitored carefully and updated on a regular basis. You need to know who many leads you have, how many have been contacted, how many have been converted into sales and exactly where you are in the process with each lead and sale.
Finally! Prevention is always better than the cure and I have no doubt that once you get yourself out of your cash flow crisis, you will never have any desire to get yourself back into this mess again.
Ensure that the measures that you have implemented to get yourself out of the mess are continued to ensure that you never go there again.
Measure and monitor what is taking place on a continual basis and then make the necessary adjustments as and when they are required.
Remember that according to Parkins’s law, your expenses will always rise to meet your income. So make sure that your expenses are always under control
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
By Nikki Viljoen – Viljoen Consulting CC
In the last 4 articles we have looked at and dealt with the fact that there are only 3 reasons why you will find yourself in a cash flow crisis. To remind ourselves, there were:-
1. You’re not making enough money.
2. You are not getting your debtors to pay you and
3. You are spending too much money!
We also looked at the first step that should be taken and that was to get clarity on what you owe and what is owed to you and we did this by means of a debtors and creditors aging analysis.
Then we looked at cutting costs, discussed putting a budget together and then making arrangements with your creditors to pay what you owe.
We have pretty much dealt with parts 2 and 3 from the list above and so today we look at your sales.
Here’s the thing - it doesn’t matter how well you collect the money or how you cut out all of the expenses, the reality is that if you don’t sell the product or service there will be no money coming in to collect!
So you need to sell, sell and then sell some more!
The fact that there is money to collect attests to the fact that you can actually sell. You just have to replicate what you did before when you sold and then just keep on doing that better and better.
The more you believe in your product or your service, the more “believable” you are and the more you will sell.
Make sure that the value of what you are selling is in line with what you say you are selling.
Make sure that you deliver on time and that you deliver what it is you say that you are selling or delivering.
Look at your product or service and see how you can do it better. Doing it better will also increase your sales.
Always ensure that you are giving your clients what they want and need rather than trying to sell them what you have or what you think that they may want or need.
Start with your existing clients and ask the question, especially the one that goes “Is there any other way we can help you?” More times than not, this will get you results and because the relationship is already there, the ‘selling’ will be a lot easier. So start there and then broaden your reach out into the open market.
Remember that you need to measure in order to manage, so it is very important to have a plan in place.
Some of the things that you need to look at or implement when you are putting your plan together are (but not limited to):-
- Plan a sales strategy
- Put a sales plan into place and this should include things like:-
• A list of all your products or services and how these are of benefit to your clients.
• A list of your target markets and your perception of “the perfect client”
• Your sales processes from cradle to grave
• Your sales tools
• Your sales scripts
• How to handle objections and how to turn cold leads into sales.
To delve a little more deeply into these aspects let’s break some of them down a little more.
Sales Tools
We all need all the help we can get, so it is a good idea to invest in a basic sales tool and this should include the following:
- A Website - in this age of technology having, at the very least, a basic website is of paramount importance.
- Business Cards - besides telling clients and prospective clients who you are, they bring a certain level of professionalism to the table.
- Brochures – great for giving a visual aspect to your products or service.
- Presentation – always useful to help close a sale
- Templates or samples of your products or service
- Sales management systems or CRM’s or similar – as you grow the number of clients it becomes easier to lose track of where you are with clients. So this is very useful.
Sales Process
It’s always a good idea to have everybody doing the same thing in the same way. Having a documented sales process will ensure that not only does this happen, but also that certain requirements or important information is not forgotten about. Your sales process should also contain the following:
- Leads - how and when to make contact
- Prospect – exactly what product or service that they are interested in
- Presentation – has a demonstration been done for the client or is it still to take place and when.
- Objections received - what they are, were they handled by who and how.
- Negotiation – what will work best for the client and you - how will you go about getting the right balance so that a win/win situation is created.
- Finalization - have the authorizations been received, are contracts agreed to and signed off. How many sales were “won” and why (goes to replicating a successful strategy) and how many sales were “lost” and why
- Monitor - the sales process should be monitored carefully and updated on a regular basis. You need to know who many leads you have, how many have been contacted, how many have been converted into sales and exactly where you are in the process with each lead and sale.
Finally! Prevention is always better than the cure and I have no doubt that once you get yourself out of your cash flow crisis, you will never have any desire to get yourself back into this mess again.
Ensure that the measures that you have implemented to get yourself out of the mess are continued to ensure that you never go there again.
Measure and monitor what is taking place on a continual basis and then make the necessary adjustments as and when they are required.
Remember that according to Parkins’s law, your expenses will always rise to meet your income. So make sure that your expenses are always under control
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
Monday, April 10, 2017
Motivation - Repeated Efforts
MOTIVATION – Repeated Efforts
By Nikki Viljoen of N Viljoen Consulting CC
Robert Collier says “Success is the sum of small efforts, repeated day in and day out.”
I was recently interviewed by Helen Nicolson (for her new book on Networking) and one of the questions that she asked me was “What do you consider as success.”
I don’t think that I missed a beat before replying something along the lines of that success means different things to different people. Think about it for a moment, flicking a light switch, as you enter a dark room and having the light actually come on – well that’s success!
Having looked at what Robert says and thinking it over very carefully, I am more than a little inclined to agree with him. It’s the daily effort that we put into things that ensure that we become successful as individuals. Never mind the money and the accolades (sure they are wonderful and often make life so much easier), the fact that we have carried on despite all odds, in spite of the negatives and hardships and irritations that we all face on a daily basis is in itself, a proclamation of our success.
I mean where would we be if we didn’t get out of bed each morning, put on our happy faces and bravely faced the world? Probably up Sh*t creek with no paddles. Sure many of us bounce out of bed and bounce around from pillar to post every day, but we all have days when we don’t want to get out of bed, where we don’t want to face the world and yet somehow we do. We drag ourselves out of bed and drag ourselves from meeting to meeting and from task to task, clearly only thinking of putting one foot in front of the other, and minute by minute, getting through the day.
Here’s the thing though, we have in actual fact been successful – yes we have. We haven’t stayed in bed, where the perception is that it’s warm and safe. We have gotten out of bed and through our actions we have accomplished something – and remember, without an action of some sort, nothing will happen.
Day after day we perform actions and successfully negotiate our way around obstacles that as SMME’s and Entrepreneurs, are everywhere in abundance. We deal with power outages and bad cash flows and client’s who don’t pay and bad (or no service) from our service suppliers and no internet connections and staff who don’t want to work or who steal from us and people and institutions who think that they have the power to make us dance like idiot puppets to any old tune that they feel that they can play.
And yet, somehow – with little more than guts and determination, we get to the end of each day. Sometimes a little more weary than the day before, but more often fired up and excited about what we have achieved. The deals that we have signed. The incredible people that we have met and engaged with. The doors that we have opened (or even managed to shut and bolt) and then we deal with the other one hundred and one little things that constitute our day – and you know what? We have succeeded, minute by minute – foot step, by foot step, we have succeeded.
I think, it’s time to stop beating ourselves up for the perceived failures and instead celebrate all the successes that we have. Lets toast ourselves for each and every little success and by doing that before we know it, we will be celebrating a tiny little success that will leave a huge big imprint on our hearts, our souls and indeed, our lives!
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
By Nikki Viljoen of N Viljoen Consulting CC
Robert Collier says “Success is the sum of small efforts, repeated day in and day out.”
I was recently interviewed by Helen Nicolson (for her new book on Networking) and one of the questions that she asked me was “What do you consider as success.”
I don’t think that I missed a beat before replying something along the lines of that success means different things to different people. Think about it for a moment, flicking a light switch, as you enter a dark room and having the light actually come on – well that’s success!
Having looked at what Robert says and thinking it over very carefully, I am more than a little inclined to agree with him. It’s the daily effort that we put into things that ensure that we become successful as individuals. Never mind the money and the accolades (sure they are wonderful and often make life so much easier), the fact that we have carried on despite all odds, in spite of the negatives and hardships and irritations that we all face on a daily basis is in itself, a proclamation of our success.
I mean where would we be if we didn’t get out of bed each morning, put on our happy faces and bravely faced the world? Probably up Sh*t creek with no paddles. Sure many of us bounce out of bed and bounce around from pillar to post every day, but we all have days when we don’t want to get out of bed, where we don’t want to face the world and yet somehow we do. We drag ourselves out of bed and drag ourselves from meeting to meeting and from task to task, clearly only thinking of putting one foot in front of the other, and minute by minute, getting through the day.
Here’s the thing though, we have in actual fact been successful – yes we have. We haven’t stayed in bed, where the perception is that it’s warm and safe. We have gotten out of bed and through our actions we have accomplished something – and remember, without an action of some sort, nothing will happen.
Day after day we perform actions and successfully negotiate our way around obstacles that as SMME’s and Entrepreneurs, are everywhere in abundance. We deal with power outages and bad cash flows and client’s who don’t pay and bad (or no service) from our service suppliers and no internet connections and staff who don’t want to work or who steal from us and people and institutions who think that they have the power to make us dance like idiot puppets to any old tune that they feel that they can play.
And yet, somehow – with little more than guts and determination, we get to the end of each day. Sometimes a little more weary than the day before, but more often fired up and excited about what we have achieved. The deals that we have signed. The incredible people that we have met and engaged with. The doors that we have opened (or even managed to shut and bolt) and then we deal with the other one hundred and one little things that constitute our day – and you know what? We have succeeded, minute by minute – foot step, by foot step, we have succeeded.
I think, it’s time to stop beating ourselves up for the perceived failures and instead celebrate all the successes that we have. Lets toast ourselves for each and every little success and by doing that before we know it, we will be celebrating a tiny little success that will leave a huge big imprint on our hearts, our souls and indeed, our lives!
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
Friday, April 07, 2017
HR 101 – What to do When . . . . There’s a discrepancy on the Job Description - Part 2
HR 101 – What to do When . . . . There’s a discrepancy on the Job Description - Part 2
By Nikki Viljoen – N Viljoen Consulting CC
Please note that this pertains to South African Labour Relations and Best Practice Requirements.
So now we know what a job description is, let’s have a look at the case study. Before we do that however, let me just say that often the question arises about whether job descriptions should be intentionally general to avoid the situation where an employee is obliged to carry out tasks or duties that are not specified in their job description. I have been advised that this has been looked at recently by the CCMA at an arbitration – let’s have a look.
Let’s have my favorite protagonists. Mike and George.
Mike owns a fleet of ‘horse and carriages’. These are those huge big trucks that carry containers, sometimes they haul ‘double containers’. We’ve all seen them and I am sure, often been stuck behind one going up a hill! George is one of the drivers of the ‘horse’. Mike’s business is both in the various ports in SA as well as in Johannesburg. Mike’s vehicles transport the containers that are off-loaded in the ports and that must then be transported to where-ever the destination of the importer is, or alternatively from the exporter from whichever port the goods are leaving from for the exporter. There are also times when goods must be transported from the manufacturer to the recipient’s depot.
This particular issue arose when there were no loads to be transported and George was requested to act as a convoy driver.
George refused on the grounds that he was a ‘horse and carriage’ driver and as such his duties were to the upliftment and transportation of containers and therefore he was restricted to this. His refusal was supported by SATAWU.
Mike stated that the instruction to act as a convoy driver, was fair and reasonable and therefore within the requirements of the law and that therefore, George had no right to refuse to perform the task on the grounds that it was not specifically stated in his job description.
The CCMA Arbitrator was asked to decide “whether, under all circumstances it is reasonable to instruct a horse and carriage drivers to do convoy work, when there are no loads available.”
Next week we will have a look at what the Arbitrator came up with.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen – N Viljoen Consulting CC
Please note that this pertains to South African Labour Relations and Best Practice Requirements.
So now we know what a job description is, let’s have a look at the case study. Before we do that however, let me just say that often the question arises about whether job descriptions should be intentionally general to avoid the situation where an employee is obliged to carry out tasks or duties that are not specified in their job description. I have been advised that this has been looked at recently by the CCMA at an arbitration – let’s have a look.
Let’s have my favorite protagonists. Mike and George.
Mike owns a fleet of ‘horse and carriages’. These are those huge big trucks that carry containers, sometimes they haul ‘double containers’. We’ve all seen them and I am sure, often been stuck behind one going up a hill! George is one of the drivers of the ‘horse’. Mike’s business is both in the various ports in SA as well as in Johannesburg. Mike’s vehicles transport the containers that are off-loaded in the ports and that must then be transported to where-ever the destination of the importer is, or alternatively from the exporter from whichever port the goods are leaving from for the exporter. There are also times when goods must be transported from the manufacturer to the recipient’s depot.
This particular issue arose when there were no loads to be transported and George was requested to act as a convoy driver.
George refused on the grounds that he was a ‘horse and carriage’ driver and as such his duties were to the upliftment and transportation of containers and therefore he was restricted to this. His refusal was supported by SATAWU.
Mike stated that the instruction to act as a convoy driver, was fair and reasonable and therefore within the requirements of the law and that therefore, George had no right to refuse to perform the task on the grounds that it was not specifically stated in his job description.
The CCMA Arbitrator was asked to decide “whether, under all circumstances it is reasonable to instruct a horse and carriage drivers to do convoy work, when there are no loads available.”
Next week we will have a look at what the Arbitrator came up with.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Thursday, April 06, 2017
Sales 101 - How to Increase Your Sales Income - Part 2
SALES 101 - How to Increase Your Sales Income – Part 2
By Nikki Viljoen – Viljoen Consulting December 2008.
Today we are again looking at some of the different ways in which we can increase our Sales Income.
Education is key! Educating your target market or “market ignorance” is what it is generally called. Let’s face it, unless you tell people what it is that you sell, be it product or service, how will they know?
So get yourself a blog and write and post articles or tips related to your product or service. Give people useful tips and information – share ideas or get a discussion going that explores different ideas or gives answers to related challenges.
Get satisfied customers to tell their stories of what made them use your product or service and how it worked for them, what were the benefits, what were the challenges and how these were overcome. Try to get your stories published in the newspapers or magazines or even on the radio or television. You would be absolutely amazed how ‘hungry’ for material all of these mediums are and even if you don’t get paid to tell your stories or share your tips and advice, get them to publish it under your branding – get your name out there.
Use direct mail or direct sales or direct telesales to get your message across. Some people understand pictures better than words, some like to hear rather than read and some prefer a combination of all. Whichever you choose – make sure that you get your message across and that people understand the value of what it is that you are selling.
Educate your target market.
Next time I will be sharing a few more tips.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen – Viljoen Consulting December 2008.
Today we are again looking at some of the different ways in which we can increase our Sales Income.
Education is key! Educating your target market or “market ignorance” is what it is generally called. Let’s face it, unless you tell people what it is that you sell, be it product or service, how will they know?
So get yourself a blog and write and post articles or tips related to your product or service. Give people useful tips and information – share ideas or get a discussion going that explores different ideas or gives answers to related challenges.
Get satisfied customers to tell their stories of what made them use your product or service and how it worked for them, what were the benefits, what were the challenges and how these were overcome. Try to get your stories published in the newspapers or magazines or even on the radio or television. You would be absolutely amazed how ‘hungry’ for material all of these mediums are and even if you don’t get paid to tell your stories or share your tips and advice, get them to publish it under your branding – get your name out there.
Use direct mail or direct sales or direct telesales to get your message across. Some people understand pictures better than words, some like to hear rather than read and some prefer a combination of all. Whichever you choose – make sure that you get your message across and that people understand the value of what it is that you are selling.
Educate your target market.
Next time I will be sharing a few more tips.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Wednesday, April 05, 2017
Networking 101 - Speak Clearly. Don't Mumber
Networking 101 – Speak Clear, Don’t Mumble
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The first mistake he says is “Bad networker’s mumble. A mumble is a speaking stumble, people mumble their name, their occupation and their titles all the time. Your name is irrelevant if we can’t hear it. You’ve been saying your name all your life so you may be bored with it, yet we may only hear it once. State your name clearly, slowly and in a way you can repeat it and remember it. It’s your lifeline to contact. Take care in stating it.”
This is one that I really struggle with! Over the years and with the help of sinus and other strange lurgies that we all seem to fall prey to from time to time, I have lost some of the hearing, particularly in my left ear. This often makes it difficult to hear, especially if there are other background noises. Even at facilitated Networking events, I find myself continuously asking people to speak up or start their presentation again or I have a need to ask them to state their names again. Often I don’t hear their names or what they do on the second or even third attempt – at this point I usually lose interest.
This in turn makes them feel embarrassed and they lose their place or worse yet, they begin to stutter and stumble even more!
Perhaps it is because people are so busy trying to remember what it is that they want to say that they don’t realize just how softly it is that they are speaking. It might be a good idea to write everything down clearly and in the order in which you would like to deliver the points that you wish to make. That way you can concentrate on projecting your voice to every single person in the room and ensure that everyone knows exactly who you are, what you do and most importantly why they should be doing business with you or having you in their ‘circle of influence’.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
By Nikki Viljoen of Viljoen Consulting CC
Craig Harrison says that the reason that Networking may not be working for you is because of the basic 9 mistakes that Networker’s make. I will be going through these over the next few weeks and let’s see if this is what is holding you back.
The first mistake he says is “Bad networker’s mumble. A mumble is a speaking stumble, people mumble their name, their occupation and their titles all the time. Your name is irrelevant if we can’t hear it. You’ve been saying your name all your life so you may be bored with it, yet we may only hear it once. State your name clearly, slowly and in a way you can repeat it and remember it. It’s your lifeline to contact. Take care in stating it.”
This is one that I really struggle with! Over the years and with the help of sinus and other strange lurgies that we all seem to fall prey to from time to time, I have lost some of the hearing, particularly in my left ear. This often makes it difficult to hear, especially if there are other background noises. Even at facilitated Networking events, I find myself continuously asking people to speak up or start their presentation again or I have a need to ask them to state their names again. Often I don’t hear their names or what they do on the second or even third attempt – at this point I usually lose interest.
This in turn makes them feel embarrassed and they lose their place or worse yet, they begin to stutter and stumble even more!
Perhaps it is because people are so busy trying to remember what it is that they want to say that they don’t realize just how softly it is that they are speaking. It might be a good idea to write everything down clearly and in the order in which you would like to deliver the points that you wish to make. That way you can concentrate on projecting your voice to every single person in the room and ensure that everyone knows exactly who you are, what you do and most importantly why they should be doing business with you or having you in their ‘circle of influence’.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za
Tuesday, April 04, 2017
Business Tips - How to Manage Your Cash Flow Crisis - Part 4
BUSINESS TIPS – How to Manage Your Cash Flow Crisis – Part 4
By Nikki Viljoen – Viljoen Consulting
In the last 3 articles we have looked at and dealt with the fact that there are only 3 reasons why you will find yourself in a cash flow crisis. To remind ourselves, there were:-
1. You’re not making enough money.
2. You are not getting your debtors to pay you and
3. You are spending too much money!
We also looked at the first step that should be taken and that was to get clarity on what you owe and what is owed to you and we did this by means of a debtors and creditors aging analysis.
Then we looked at cutting costs, discussed putting a budget together and then making arrangements with your creditors to pay what you owe.
This time we continue with some things that you can do immediately to help alleviate the situation.
Remember in part 2 we discussed the importance of knowing exactly what you owe and what you are owed.
Now it is the turn of your clients who owe you money (or your debtors as they are known) to get sorted.
This is where you have use every single communication medium that you can to communicate with your client. So you can phone, or e-mail, or SMS and even ‘WhatsApp’ them or use all the different types of social media communication to contact them. You see, you have to communicate with them and continue to do so until you have been paid in full.
It’s always a good idea to make notes on who you have spoken to, mailed, sms’d etc. Record the date and time, who you spoke to and what was said. If for example they said that they would pay on Wednesday the 12, make a note to remind them that they have promised to make a payment. When they pay, contact them again to a) thank them for making payment and b) to get a commitment for the next payment. If they don’t pay on the due date, of course you need to contact them to a) find out why they did not make a payment and b) to get them to make another commitment to pay. Be friendly but firm in your dealings with them and make them understand that they do have to pay and pay sooner rather than later.
For money that has been outstanding for a long time (for me that is anything over 60 days, but you need to make this decision up front), the reality is that you have to take the emotion out of the situation and get tough with yourself. Hand them over to the attorney for collection. The reality is of course that many of them are in all probability, dealing with their own cash flow problems. So being empathetic with their plight will stand you in good stead. That said though, you still have to deal with your own cash flow crisis – so get them to pay up, or hand them over.
Finally for today’s lesson, remember that you cannot expect your clients to pay you or be honourable with you, if you are not being honourable with your suppliers. You need to do to others what you want done to you!
Be honourable yourself. Let your words be congruent with your intent and as your receive the money pay out what you owe – even if it is before the due date.
Next time we will look a bit more in-depth at how to take back control of your “in crisis” cash flow.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za
By Nikki Viljoen – Viljoen Consulting
In the last 3 articles we have looked at and dealt with the fact that there are only 3 reasons why you will find yourself in a cash flow crisis. To remind ourselves, there were:-
1. You’re not making enough money.
2. You are not getting your debtors to pay you and
3. You are spending too much money!
We also looked at the first step that should be taken and that was to get clarity on what you owe and what is owed to you and we did this by means of a debtors and creditors aging analysis.
Then we looked at cutting costs, discussed putting a budget together and then making arrangements with your creditors to pay what you owe.
This time we continue with some things that you can do immediately to help alleviate the situation.
Remember in part 2 we discussed the importance of knowing exactly what you owe and what you are owed.
Now it is the turn of your clients who owe you money (or your debtors as they are known) to get sorted.
This is where you have use every single communication medium that you can to communicate with your client. So you can phone, or e-mail, or SMS and even ‘WhatsApp’ them or use all the different types of social media communication to contact them. You see, you have to communicate with them and continue to do so until you have been paid in full.
It’s always a good idea to make notes on who you have spoken to, mailed, sms’d etc. Record the date and time, who you spoke to and what was said. If for example they said that they would pay on Wednesday the 12, make a note to remind them that they have promised to make a payment. When they pay, contact them again to a) thank them for making payment and b) to get a commitment for the next payment. If they don’t pay on the due date, of course you need to contact them to a) find out why they did not make a payment and b) to get them to make another commitment to pay. Be friendly but firm in your dealings with them and make them understand that they do have to pay and pay sooner rather than later.
For money that has been outstanding for a long time (for me that is anything over 60 days, but you need to make this decision up front), the reality is that you have to take the emotion out of the situation and get tough with yourself. Hand them over to the attorney for collection. The reality is of course that many of them are in all probability, dealing with their own cash flow problems. So being empathetic with their plight will stand you in good stead. That said though, you still have to deal with your own cash flow crisis – so get them to pay up, or hand them over.
Finally for today’s lesson, remember that you cannot expect your clients to pay you or be honourable with you, if you are not being honourable with your suppliers. You need to do to others what you want done to you!
Be honourable yourself. Let your words be congruent with your intent and as your receive the money pay out what you owe – even if it is before the due date.
Next time we will look a bit more in-depth at how to take back control of your “in crisis” cash flow.
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za
Monday, April 03, 2017
Motivation - Responsibility
MOTIVATION – RESPONSIBILITY
By Nikki Viljoen of N Viljoen Consulting CC
The quote today comes from Abraham Lincoln who said : “You cannot escape the responsibility of tomorrow, by evading it today!”
Actually this very topic came up with one of my colleagues yesterday. He is an entrepreneur – ‘a visionary’ he calls himself. His usual take on things to do with business is to get the business going – get it up off the ground and running and then look at things like registering it as a company or for VAT or PAYE or even get the books done or the policies and procedures put into place.
Personally, I really think that that is a stupid idea! I can just see everyone’s eyebrows raising and throats being cleared.
Ok, let me explain myself – so you’ve started business with this really brilliant product, that is unique to you. You’ve started on your own and pretty soon you have to employ someone because you just can’t keep up with demand. Before you know it, you’ve had to employ 10 people, you’ve moved premises three times and you now have to rent a warehouse to distribute from and you want to go national. Orders are pouring in and you really don’t have the capital to meet the demand of this growth spurt.
You go to the bank for a loan and here is where the whole thing begins to go pear shaped. You see you are still trading as a Sole Proprietor, so there is no Financial History on your Company, you don’t have a business plan never mind financials or projected sales or anything for that matter. No bank, or in fact an investor of any kind will lend you money without the right information.
To make matters worse, you seem to have employed a ‘rotten apple’ type individual who is hell bent on stirring up trouble and at this point you can’t do anything as you have not issued anyone with a Letter of Appointment and you are not registered with PAYE, UIF or Workmen’s compensation. Said individual keeps threatening to go to SARS or Department of Labour to report you, which would probably result in a SARS audit, which could become hugely costly for you as you are way over the minimum for VAT and you’re not registered for that either!
Pretty much a disaster, I am sure you will agree. So now it becomes a race against time trying to get all the documentation done and registered and you’re running around like a mad person trying to put out some fires (in terms of SARS and the Department of Labour), whilst simultaneously trying to light other fires (under the rear ends of the red tape bureaucrats in said financial institutions who grant loans) and still trying to meet your deliverables and manage your company.
Not a good place to be. Now if you had started in the correct manner by registering your company, then getting your financial stuff in order with a proper bookkeeper/accountant in place to give you monthly management reports, your bank accounts – just by themselves would have given you financial history that would be working in your benefit right from the beginning.
Then issuing Letters of Appointment to staff as you employed them and putting policies, procedures and templates in place to protect yourself from ‘rotten apple’ type employees who try and hold you over a barrel, would all have resulted in a completely different type of scenario.
Which situation do you think would have been easier?
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za.
By Nikki Viljoen of N Viljoen Consulting CC
The quote today comes from Abraham Lincoln who said : “You cannot escape the responsibility of tomorrow, by evading it today!”
Actually this very topic came up with one of my colleagues yesterday. He is an entrepreneur – ‘a visionary’ he calls himself. His usual take on things to do with business is to get the business going – get it up off the ground and running and then look at things like registering it as a company or for VAT or PAYE or even get the books done or the policies and procedures put into place.
Personally, I really think that that is a stupid idea! I can just see everyone’s eyebrows raising and throats being cleared.
Ok, let me explain myself – so you’ve started business with this really brilliant product, that is unique to you. You’ve started on your own and pretty soon you have to employ someone because you just can’t keep up with demand. Before you know it, you’ve had to employ 10 people, you’ve moved premises three times and you now have to rent a warehouse to distribute from and you want to go national. Orders are pouring in and you really don’t have the capital to meet the demand of this growth spurt.
You go to the bank for a loan and here is where the whole thing begins to go pear shaped. You see you are still trading as a Sole Proprietor, so there is no Financial History on your Company, you don’t have a business plan never mind financials or projected sales or anything for that matter. No bank, or in fact an investor of any kind will lend you money without the right information.
To make matters worse, you seem to have employed a ‘rotten apple’ type individual who is hell bent on stirring up trouble and at this point you can’t do anything as you have not issued anyone with a Letter of Appointment and you are not registered with PAYE, UIF or Workmen’s compensation. Said individual keeps threatening to go to SARS or Department of Labour to report you, which would probably result in a SARS audit, which could become hugely costly for you as you are way over the minimum for VAT and you’re not registered for that either!
Pretty much a disaster, I am sure you will agree. So now it becomes a race against time trying to get all the documentation done and registered and you’re running around like a mad person trying to put out some fires (in terms of SARS and the Department of Labour), whilst simultaneously trying to light other fires (under the rear ends of the red tape bureaucrats in said financial institutions who grant loans) and still trying to meet your deliverables and manage your company.
Not a good place to be. Now if you had started in the correct manner by registering your company, then getting your financial stuff in order with a proper bookkeeper/accountant in place to give you monthly management reports, your bank accounts – just by themselves would have given you financial history that would be working in your benefit right from the beginning.
Then issuing Letters of Appointment to staff as you employed them and putting policies, procedures and templates in place to protect yourself from ‘rotten apple’ type employees who try and hold you over a barrel, would all have resulted in a completely different type of scenario.
Which situation do you think would have been easier?
Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za.
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