Business Tips – Cash Flow - How to Manage Cash Flow – Part 2

 Business Tips –  Cash Flow - How to Manage Cash Flow – Part 2

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Last week we looked at exactly what cash flow is and this week we will look at the “how-to” of managing cash flow.  For me as usual, it’s the simplest method of “how-to” that I will be sharing, so please just be aware that there are many more components and levels of complexity to this subject.

It is important to understand that most of the money that you generate as an inflow should be from the sale of your product or service.  It cannot be from investing or finance – if this is the case you are going to be very deep in the smelly brown stuff without a shovel to dig yourself out.  So sales are obviously key, irrespective of whether you are selling a product or a service.

It is also important to understand that the inflow and outflow of your business tells the story of how healthy or unhealthy your company is.  That is one of the reasons that I believe it is so important to have the services of a really good accountant to assist you.  The understanding and “reading” of the story of your business can only be done by someone who is experienced in these matters and someone who will tell you where you are going wrong and guide you back onto the correct path.  My someone is Nico Labuschagne of Less Tax 4 U and I am quite happy to share his contact details if you ask for them. 

That said it is also very important to understand that cash flow is a “real-time” issue as opposed to having your books done on a monthly basis – by the time they get to the bookkeeper/accountant they are already a month or so old and are therefore a “reactive” issue.  You cannot wait for a whole month to then realize that you have no money to pay the bills that are coming in and are due, right now!  In terms of cash flow, you have to be proactive – you have to know what is happening right now!

To create a cash flow statement, and remember that it is a living breathing document and it changes all the time, you need to take all the business inflows and subtract all the business cash outflows.  This is usually done on a monthly basis but it can be done for any specific period.  Obviously doing this manually is a pain in the rear end and using an accounting package to generate financial statements and thereby producing a Cash Flow statement, would be the simplest way to do it (another reason for a Nico in my life, I don’t have to invest in expensive software accounting packages.)

When you work out your budgets, it is extremely important to use “cash flow projections“, because if you as a business owner, do not understand the way that your cash flow operates, you will find yourself in a cash flow crunch, where you will be waiting for funds to come in, but have operating expenses that need to be paid now.

This is particularly true if you have or run sales on account (hopefully you are then registered with the National Credit Authorities as a service provider), or alternatively have clients who pay 30 or 60 or even 90 days.  You need to make provisions to ensure that you have enough cash on hand to pay your bills while you wait for monies to come in.

As SMME’s, I am sure that you will agree that this is a very difficult position to be in and this is why it is vital to first know, what is happening from a financial perspective, in your business and secondly to understand what happens when you have cash flowing both in and out of your business.

Understanding and knowing where your money is coming in from and where your money is going out to is key to controlling your 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 

<< Part 1

http://www.viljoenconsulting.co.za/2009/11/business-tips-cash-flow-what-is-cash-flow-part-1business-tips-what-is-cash-flow/

Inspiration – Potentials Rather Than Problems

 Inspiration – Potentials Rather Than Problems

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

“If human beings are perceived as potentials rather than problems, as possessing strengths instead of weaknesses, as unlimited rather than dull and unresponsive, then they thrive and grow to their capabilities.” Barbara Bush.

What an amazing opportunity for us to change our mindsets – to see things from a positive perspective instead of the negative.  That’s all it is at the end of the day – a simple mindset, yet we as humans tend to focus on the negative, on what is our perception of what is wrong instead of what could be right.

A couple of years ago, a friend of mine (let’s call her Jane) was out and about in the Company bakkie – not doing anything that she shouldn’t have you understand – just going about company business.  Someone missed a stop street and missed hitting her by literally millimetres. Tyres shrieking, brakes almost smoking, vehicle swinging and swaying all over the road, Jane fought to bring the “out of control” vehicle back under control.  Thankfully there were no other vehicles around and Jane eventually brought the bakkie to stop and when she got out of the vehicle she was so shaky she could not stand properly and fell to the ground weeping uncontrollably.  

Jane was distraught!  For days, she went about in a highly emotional state, telling everyone who would listen to the whole story, blow by blow – second by second.  She went from anger at the person who did not stop at the stop street and who sped away after the incident, to fits of weeping and then bouts of strange laughter.  She ranted and raved at the bad “roadside manner” of many drivers and driving either with her at the wheel or her as a passenger became quite a challenge as she went from a normally relatively calm individual to someone in the throes of “road rage” in seconds.  It was driving me nuts I tell you!  Nuts!

Eventually, one morning, whilst listening to the story for the 1000th time, I had had enough and in the middle of her tirade, I turned to her and said “Jane – are you alive?  Do you have any bruises? Is the bakkie okay?”  She turned to me with a quizzical look on her face and replied that she was.  “Well then I countered, what on earth are you on about – yes it could have happened, but the reality is that it didn’t – so can we please move forward now?”  She sat quietly for a few minutes and then looked at me and said “I’ve been a bit of a pain this last week, haven’t I?  I’m fine, alive and in good health – let’s go and celebrate!”  And we did . . . 

The point here is that we often get fixated on the negative, on the bad, or the things that irritate instead of with a simple mindset change, focusing on the good, the positive and the potential.

Here’s my challenge to you this week (and if you are aware of it, it will be much easier), at least once a day, when you find yourself in the negative or looking at the bad – consciously move it to the positive – find the good and focus on that.  You will be amazed at what it does to your mood.

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

HR 101 – What to do When . . . You Need to Compile a Job Description - Part 5

 HR 101 – What to do When  . . . You Need to Compile a Job Description - Part 5

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd.

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

In the final instalment of this series, let’s have a look at some more of the “Do’s” and “Don’ts” of writing a Job Description.

• Do ensure that the questions “what”, “why”, “how” and “how often” are answered, clearly and concisely.  Remember to use words that are easily understood so that there can be no confusion.

• Do make sure that there is sufficient detail for each task.  Again, you don’t want to confuse the issue – make sure that it is simple and to the point.

• Do use examples in order to highlight or explain tasks, especially where a task is described in general terms.

• Do use short and concise sentences.

• Do begin all sentences with an action verb (for example use words like assists, advises, controls, approves or authorizes.)

• Do use precise numbers (for example – reports into two directors rather than reports into a number of directors.) It is better to be specific.

• Do number the task.

- Don’t use an individual’s name in preference to job titles (for example – reports into Operation’s Manager rather than report into Joe Soap – Joe Soap may leave the Company in the next few weeks and then who do they report into?)

- Don’t include duties or responsibilities of others where these don’t directly affect the job that is being described.

- Don’t include incidental activities which occur once only and are never likely to be repeated.

- Don’t lose the basics of the task by putting in data that is totally irrelevant.

- Don’t describe attitudes and opinions – stick with the facts.

- Don’t start sentences with “if” and “when”.

- Don’t pad the job description to make it look more important than what it is.  Sometimes things are just what they are – leave it simple clear and concise.

Remember always, the Job Description must fit the job not the person or the person must always fit in with the Job Description.

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 

Blogging 101 – The Harsh Reality

 Blogging 101 – The Harsh Reality

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

I was asked the other day by my Life Coach what it is about blogging that I find so addictive, having penned over 2000 articles.  I must admit I had to stop for a moment and think carefully about my answer and I am so glad that I did.

You see I have been struggling for some time now to get articles written.  It’s not for a lack of material you understand (I probably have enough material to keep me writing an article a day for the rest of my life and beyond).  The problem for me is a lack of time, or rather to be completely honest with myself (as well as you lot) and more to the point, a lack of organizing my time!  There . . . . I’ve said it!

I have on many occasions stated that I often write about what I most need to hear and this is again one of those instances.  I am ashamed to say that I have become a procrastinator of note!  Shocking hey!  To the point that every time I see an article about procrastination, I hastily file it without even opening it – now that’s just me being a huge coward on top of everything!

The really sad thing about all of this is that on some level I have to write every single day (and I am not talking about Policies and Procedures here either) in order for me to be fulfilled – it is my one creative outlet and I know and understand that if I don’t write and express myself and dig down deep into the core that is essentially me – well then I don’t grow and if I don’t grow - well a part of me dies!  That sounded quite melodramatic don’t you think?

So what happened – why is it that I have not been writing every day – the simple answer is . . . life.  I have allowed the everyday clutter and clatter to creep into what is fundamentally time that should be sacred to me.  The “slap upside the head” for me was yesterday when I had a meeting with a client who wants me to mentor him and we were discussing time constraints and how we would fit it into our respective diaries and he said “I know that on a Friday you like to catch up on your admin and that you like to take some time for your “dream time”, so let’s have the meeting on a Friday.”  My “knee jerk” reaction to that was – Noooooooo!  Actually, now that I have really thought about it (in the writing of this article to be exact), the answer is still a resounding “No!”

I have to take back my “me” time!  I have to get back into the habit that was mine for so long, where writing an article was part of my daily stuff – the daily stuff that matters.  I have to get back to doing what is best for me, in order for me to grow as a human being and an individual.

So if you are going through the same dilemma, understand it is about facing the “time thief”, even if that is you and taking control of your life.

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 

Networking 101 - Generosity Rules

 Networking 101 -  Generosity Rules

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

In her cards on Networking Tips, Dr Renate Volpe says “Be generous with what you know.  Circulate information.  Connect people.”

I am often amazed at the absolute generosity of some people (Renate included) and then equally amazed at how some people will not share anything.  The mind boggles – well mine does anyway!

Some people hold everything so close to themselves, they will not give out a lead or a referral, but are sure to be in the very front of the queue if they are sure to receive anything!  Go figure!  

Apart from the fact that there is an abundance of opportunity and work out there, they are so busy keeping everything close to themselves that they do not see what is right under their very noses – the abundance.  They agonise and stress about every little thing and how people are trying to cheat them and the competition is stealing all of their ideas and business is sooo bad because . . . .(insert what you will here).  Sounds familiar, doesn’t it?  Yet if they had only opened their hands and their hearts and gave something back, they would receive hugely.

My late friend and colleague Kevin Foot always said that “you have to give to get”.  I agree and have found that you actually don’t have to give too much in order to get a whole lot back.

Look, I don’t mean that you have to give the shirt off your back or give out your IP for nothing.  Not at all!  But put people in touch with one another.  Give out referrals and leads.  Invite your competition to a networking meeting with you – chances are that you will be able to work together on a big project that neither of you could manage to work on alone (now there’s a thought for you).  

Share information – where the next networking meeting is, who is going to be there, opportunities that are not for you but you know someone who is dying to do that sort of thing.

When you are in front of a client or even a prospective client, who you are pitching to, listen to the needs of the client – it may be that the client not only has need of your services, but also the services of someone that you know.  On the other hand, it may be that the client does not need your services at all, but has a need of someone that you know – imagine how impressed they will be when you say “I’m sorry I cannot help you with this as it is not my field, however, I can recommend Jane Doe as this is exactly what she does.”

Not only will Jane Doe think you’re great and start looking out for work for you, but the client will also bear that in mind and when they do have work that you can do for them, you will be called in.  That kind of generous behaviour tends to stick out in the minds of people.  

This is the best value add that you can have.

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

Business Tips – Cash Flow - What is Cash Flow – Part 1

 BUSINESS TIPS – Cash Flow -  What is Cash Flow – Part 1

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

We all hear the words every day – “Cash is King”!  Clearly, it is preferable to have physical cash in your hand, than say a cheque or even money in the bank.  Why do you think that that is?

Firstly if the money is in the bank, then there may be expenses that still need to go off your account, you would still need to go to the bank to draw money or alternatively you may not have the card or the correct access codes to get the money out of the bank.  So having physical cash in your hand is always a good thing.

Let’s have a look at what cash flow is – exactly.  Quite simply, it is the physical money that you have access to at any given time.  It’s not the money that you are waiting to be paid.  It’s not the stock that you are waiting to sell – it’s the physical cash that you have access to at any given time.

Having a good cash flow is absolutely imperative.  As SMME’s (Small, Micro, Medium Enterprises) we need a good cash flow in order to purchase our supplies, to pay rent, to pay our staff and to pay our way in the everyday manner in which we conduct our business.  In short, it is that lifeblood that we need in order to earn our livelihood, without it we would whither up and literally die.

So how do we get this “cash flow”?

First of all, we need to get money into the business – this is usually referred to as a “cash inflow” and it is usually made of up four different components, these are:

• Sales of our products and services – well that’s pretty self- explanatory.

• Loan or credit card proceeds – this is either money that we have loaned from a bank or financial institution or indeed money that we have loaned our business in our personal capacity or money that is coming to us from sales that were paid for by means of credit cards or indeed money that we have “borrowed” on our credit cards, even money that is owed to us by our debtors.

• Asset Sales – this would be when we sell assets (such as old computers or vehicles etc) that were previously purchased by the company that we are now upgrading or even just getting rid of.

• Owner investments – these would be property or financial or business investments that we have made on behalf of our company.

Then of course money goes out of the business – this is usually referred to as “cash outflow” and again it is usually made up of four different components, these are:

• Business expenditures – these are of course the expenses that are raised in the normal day to day running of the business.  This would also include salaries and wages etc for the staff.

• Loan or credit card principal payments – just as you got the money either from a loan or your credit card, now you have to pay that loan back or pay your credit card back.

• Asset purchases – again, just as you sold old equipment or equipment that you no longer needed, so now you have to buy new equipment or assets for the business.

• Owner withdrawals – again that is pretty self-explanatory and it is when the owner takes money out of the business for personal use.  These drawings are usually offset against the money that the owner has lent to the business out of his/her loan account.

Both the “Cash Inflows” and the “Cash Outflows” also fit into three main categories within the business and these are:

• Operating – this covers the sales of products or services of your business, together with the business expenses that you incur in the selling of your product or service.

• Investing – this would be all the assets that you buy and sell and

• Financing – this obviously covers all the loans and the repayments of the loans as well as the money that the owner has invested into his/her business and the withdrawals that he/she makes for personal use.

So there you have it, basically what cash flow is and the “how” and “what” it relates to.

Next time we will have a look at some simple tips on how to manage your 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 

>> Part 2

http://www.viljoenconsulting.co.za/2009/07/business-tips-cash-flow-how-to-manage-your-cash-flow-part-2business-tips-how-to-manage-your-cash-flow/

Inspiration – Powerful Words – Part 5

 Inspiration –  Powerful Words – Part 5

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

I have, in my opinion, left the two most powerful words until last.  The first of these of course is the word “Action”.

We all need to understand that nothing and I mean absolutely nothing, happens without some sort of action.  Let me put it another way, without some sort of action – nothing will happen.

We all have them I’m sure – you know those thoughts of “when is ……. going to happen” or “why is . . . . happening to me“?  Yes, I can see all of those heads nodding!  The fact of the matter is that things happen (or don’t) because of an action that has taken place, so if something is not happening in quite the way that you want it to, you will need to adjust your actions or at the very least, have one!

Irrespective of what your doubts are, or whether you are feeling blue and invisible, you have to keep going and doing.  By your very actions, something will start happening and it may seem like it is the smallest of twitches, but that small “twitch” will motivate you.  Sheer tenacity is often all that is needed to get through it all and when you least expect it, the floodgates will open and you will be awash with everything that it is that you need.  Lying in bed and bemoaning your fate will never help the situation (and quite frankly, after the first few minutes I am bored with my own inactivity) but getting yourself up and doing something proactive will certainly be a step in the right direction to change your circumstances.  It works every time!

Finally, the most powerful word for me (and it is one that we very rarely use for ourselves) is the reward.

Rewards are often what we give to others, but very seldom what we give to ourselves.  That’s just crazy!  Think about it for a moment – we strive and work towards a goal – but we beat ourselves up on a daily basis because we haven’t achieved what was on our list of “things to do” for the day.  We work 18 hour days, sometimes seven days a week – yet we berate ourselves at every opportunity and we very seldom stop and look around to see how far it is that we have come and what we have achieved that wasn’t even on the list.

Rewarding yourself for a job well done from time to time will often be the greatest inspiration and motivation that you could ever give to yourself.  Subconsciously it tells you, that in your book – you’re ok, you’ve done well and that you have been successful.  It’s a wonderful feeling and it’s an afterglow that will stick around long after the reward has been given and taken and it will spur you on to greater achievements.

Whenever you feel down in the dumps or you feel that you have hit a brick wall and don’t know which way to turn – have a look at these words, pick one and match it to your particular challenge of the moment – I have no doubt that it will pick you up, put you back on the path and back on track towards getting and/or achieving your goals and allowing you to be the best that you can be.

Just keep going . . .  forward.  Try to be or do better today than you were or did yesterday.  That is all that we can do . . . . one step forward at a time!

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

HR 101 – What to do When . . . . You Need to Compile a Job Description - Part 4

 HR 101 – What to do When . . . . You Need to Compile a Job Description - Part 4

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd.

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

So far we have covered that the Job Description needs to be accurate and realistic.  It has to outline the location of the job within the organization, the purpose of the job, the content, the relationships, authority, controls and checks.  Both the supervisor and the staff member must understand and interpret it the same way.

Today we will examine some more of what must be in the Job Description and the first thing that we need to understand here is that the Job Description MUST be used as an interview guide.  The candidate must match the basic requirements of what is expected in the Job Description.  Remember, it must always be the “person” who matched the Job Description and not the other way around.  So if the Job Description requires someone who has Matric, then interviewing someone who never finished school is not a good idea.  You wouldn’t hire a medical student as the Chief of Surgery, so you shouldn’t hire someone who doesn’t have the right qualifications to do the job.

When your staff members are appraised, the Job Description should also be used as a tool to assess their performance.  If the perception is that they are not fulfilling their obligations in any way, this could be established by checking to see what their requirements are and if the particular task, in question is listed, then you have a case.  So make sure that all the tasks that are required to be performed are listed.

It also makes sense to list the tasks in order of importance or alternatively in some sort of logical sequence.  Each task should have enough information with them to ensure that the incumbent (and the supervisor) understands the WHAT and the HOW of the job.  When this is stated correctly, it becomes a measurable entity and it makes the requirement clear, concise and to the point.

Next time we will continue with some Do’s and Don’ts -  tips when writing a Job Description.

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 

Blogging 101 – Where Else to look for Ideas – Part 7

 Blogging 101 – Where Else to look for Ideas – Part 7

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Last time we looked at the opportunities around what the last year brought; Everyday Activities and Hiatus, for inspiration or ideas for articles of interest that pertain to your particular passion.  Today we will have a look at a few more.

Free Writing

I have recently come across a style of blog writing called “Free Writing”.  Now apparently what you do is ensure that you will not be disturbed by phone calls or e-mails etc., decide on a small amount of time (like 10 or 15 minutes), sit down and just start writing.  Don’t worry about your mind wandering, just let your thoughts guide the writing.  Once you are done, you will obviously discard some of what you have written, but you will also be astounded by some of the profound things you have written.

Don’t be scared of your imagination.  Don’t be scared by the playfulness of your inner child, just have fun.

Movies

I often use movies, both the big screen and the small screen, that I have recently watched to illustrate a particular point that I am trying to make.  When your readers identify themselves with a favourite actor or actress or indeed even a favourite movie or show, they often “get” the point that you are trying to make a whole lot easier.

Read fiction

Read fiction – lots of it!  Sure it is also great to read factual type books, but fiction and fantasy are also wonderful.   Quite honestly, they inspire me and I am often amazed by the minds of the authors and how their brains work.  In particular authors like Dean Koontz, who is well known as a “horror story” writer, and what about fantasy writers like J K  Rawling and her tales of Harry Potter or J R R Tolkien and his Lord of the Rings series, who wrote of hobbits and fairies and made-up languages – what incredible imaginations they must have, what incredible minds . . . and their stories . . . that transport you to magical places.  They terrify, horrify, intrigue and mystify you, but most of all they entertain you and that is exactly what your blog should do – entertain your readers.

Nature

Years ago before everyone had a computer or the internet was available to many, I used to travel a great deal for work.  I also have a really great Russian friend Olga, who is married to a Greek chap and who lives on a tiny island in Greece.  We corresponded regularly and I introduced her to this incredible country by mail.  As I travelled and mostly drove to wherever I was going I would compose my letters to her in my head.  From the wide-open spaces and “Big Sky” country of the Free State to the magnificence of the Drakensburg and beauty of the Cape and the breathtaking views in the Eastern Transvaal.

Wherever I visited I bought picture postcards and then told the story of my journey there and what I saw around me.

More than 20 years later we still correspond regularly via SKYPE.  We chat often and she tells me that she often goes back to her bundle of letters and postcards from me, during the long cold winter months and imagines herself travelling those roads and seeing those sights.

I certainly learnt a lot about South Africa as I looked around me and I mean really looked.  There is nothing like having to describe something that you take for granted to make you open your eyes and really see!

Next time we will have a look at some more ideas to keep those blogs flowing. Until then “Happy Writing” and don’t forget to have fun!

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 

Networking 101 – Be Respectful

 Networking 101 – Be Respectful

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

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 have been going through these over the few weeks and let’s see if this is what is holding you back.

The ninth and final mistake that Networker’s make, according to Craig is “Disrespect the Tao of Networking.  Networker’s who are obsequious to those they believe can help them, yet rude to those they believe can’t help them, disrespect networking.  I’ve had networker’s disparage the last person they met whilst in conversation with me.  I was afraid to let them go for fear of what they would next say about me!  That’s antithetical to the spirit of networking.  One networker took my card and in front of me, wrote the letter A on it, and boasted he was “putting me in his A list.”  Let’s just say he was clearly the biggest A I met that night!”

I recently experienced someone who disrespected me and my time and quite frankly I am still peeved about the whole incident.  This person, let’s call him George, was happy to set up an appointment with me and I sat with him for an hour, listening carefully to what he did and who his target market was and then put together a list of people out of my database that I felt could help him or even, in some cases who he could pitch his product to.  It took another hour to sit down and mail him with the names and contact details of all these referrals and copy them in on the mail, telling them who he was and what it was that he did – so that they knew he would be contacting them.  I call this a warm lead.  

A few months later George and I met at another networking meeting.  After the meeting, he, another fellow and I sat having a drink and discussing how networking was “working” for us when George asked me if I had any additional folk that I could recommend him to.  I again made a list of people and a few days later repeated the exercise of mailing him and the people that I was recommending him to.

Imagine, my disgust when several months later George and I hooked up, again at a networking event.  George had had a few too many glasses of red wine and was clearly not in control of all of his faculties as he smilingly told me that he had not bothered to contact a single person that I had referred him to.  I was absolutely astonished, and he “sort of realising” his mistake, actually asked me to resend all the information and contact details that I had so painstakingly already sent to him.

This for me was the highest form of disrespect to me as an individual.  George had not only wasted my time, but in not contacting anyone, he had basically told me that my contacts and referrals were not worth the paper that they were written on.

You see, George had a mindset that he himself couldn’t get past.  George had decided in his own mind that I was not worthy because he could not sell me anything and therefore there was no one that I knew who could possibly be worthy of his product.  

The worst of it is that George believes that he is a networker of note!

Needless to say, George will never get a name or a telephone number out of me again, let alone the time of day.

Understand that although the individual with whom you meet, may not be able to use or need whatever product or whatever service that you are selling, they have, without a shadow of a doubt though, someone in their own database that will need that product or that service.  

Don’t be quick to judge someone.  You have no idea who they are and more importantly, you have no idea who they know.

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

Business Tips – Common Mistakes Start-up Businesses Make - Part 2

 Business Tips – Common Mistakes Start-up Businesses Make -  Part 2

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Following on from last time, here are some more of the common mistakes that are made by SME’s (small, medium enterprises) and start-ups.

Undercharging for products and services.  

This one I certainly can relate to as it was one of the mistakes that I made when I started out and it became a really big problem.  You see firstly, the way that you ‘charge’ (especially for services or hourly rates) tells people who you are and even what you think of yourself.  Secondly, it all goes to selecting, in part, who your target market is.  Obviously, if your charges are too high, or not in line with the rest of the industry, this could also have quite an effect on your turnover and obviously your cash flow.  

My biggest problem was that I could not find anyone here in South Africa who was doing what I wanted to do – a great opportunity for me, but a bit of a ‘thumb suck’ when it came to fixing prices and costs.  So I used my ‘corporate monthly salary’ as a guideline!  What a mistake that turned out to be.  I also did not factor in a whole bunch of stuff, such as (but not limited to), that although there are (well there should be) eight working hours in a day, five days a week to get the work done (well that’s what I got paid for in the corporate world) – the reality is that some of those hours will be spent on marketing and finding those clients – you can’t charge anyone for that and some of those hours will be spent on admin – you can’t charge anyone for that either.  So the bottom line is that you don’t have 22 days in a month that you can charge out at an hourly rate – more realistically it is around 10 days.  Now that sure messes with your calculations.

The second problem was that because I had come in at such a low cost (R200 per hour), I attracted pretty much all the wrong target market.  Yes, they were the SME and start-up market, which was exactly where I wanted to be, and yes they were in desperate need of what I was offering, just like it should be – the problem was that they could not even afford to pay me at that low rate.

Instead of cutting my losses and walking away from the problem, I compounded it by becoming all emotional and feeling sorry for them, so I offered them a) discounts if they paid me the cash and b) terms if they couldn’t!  Bad move on both elements.  By offering them discounts on charges that were already too low, I was not even breaking even and of course, I was telling them that I did not value myself very much and quite frankly if I didn’t value myself very much, why on earth would they value me?  Offering them terms . . .  well let’s just say that that wasn’t my finest decision, especially as I continued to work for them, even while I was trying to get money out of them for work that had been done months ago. I am sure you can see where that went – they disappeared and I never got paid and it got quite ugly.  In my first two years of trading, I wrote off tens of thousands of bad debt that I could ill afford.

Finally, I got over my emotional self, upped my prices considerably and found myself a better quality of client . . .  One that could pay.  Are my prices still reasonable?  Of course, they are, they have to be in order for me to make an impact in my chosen market, but they are no longer ridiculously low.

So this is very important people, you need to make sure that your charges are reasonable enough to evidence good value for money, but you also need to cover all of your costs as well as leave something over as profit.  It needs to be looked at very closely and very honestly and more often than not, very brutally.

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 

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Part 1

 http://www.viljoenconsulting.co.za/2011/06/business-tips-common-mistakes-start-up-businesses-make-part-1/

Inspiration – Powerful Words – Part 4

 Inspiration –  Powerful Words – Part 4

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Networking for me, is one of the most powerful words, for my business.  It conjures up meetings with new people and that always gives me the perception of new business and an abundance of new opportunities.

Networking is where I meet people who are like-minded, who share the same goals as I do and who are serious about business.

Remember though that Networking is something that you have to do on a continual basis and not just when you need new or additional business.  It’s easy when you are busy, not to Network, but that is when you need to Network the most – that is how you stay busy.

Refresh/Rebirth/Revitalize/Re-invent – whatever word you use to describe what it is when you change or add to what it is that you do in your business is also a very important word.  Looking back on my business I can see that it has morphed into something similar, but also very different to what it originally was and that’s not a bad thing.  As Entrepreneurs, we have to move and change with what the market requires or needs from us or we will wither and die.  Being able to change, quickly and often in a completely different direction is an Entrepreneurs greatest strength.  It stretches your mind, it makes you think and it makes you see and become aware of all the different opportunities and options that are available to you.

Next time we will have a look at the final two powerful words, until then remember to have fun!

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

HR 101 – What To Do When . . . You Need to Compile a Job Description - Part 3

 HR 101 – What To Do When  . . . You Need to Compile a Job Description - Part 3

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd.

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

The one tip that we discussed last week was that the description of what the staff member needs to do has to be accurate and realistic.

The next tip is that the Job Description has to outline the job’s location, job purpose and content.  It also has to document the relationships involved, the authority involved and the controls and checks.

Let’s examine what this means.  Let’s take an Operations Manager’s position in a retail chain.  Now clearly in this type of scenario, there are many different types of Managers.  There would be store managers, Area or Regional Managers, Procurement Managers, Administration Managers,  (and that’s just for the stores, never mind what happens at Head Office.) and so on.  So if you were looking for an Operations Manager for the “stores” as opposed to an Operations Manager for Head Office or the Warehouse or Factory, this would need to be specified and the fact that it is a Manager that is required and not an operations assistant or an operation’s clerk is of vital importance.  This would highlight that the “job’s location in the organization” is one of the Operations Manager of the stores.  It stands to reason then, that all the Operations Managers in the company would have similar, but not necessarily the same tasks to fulfil, so these need to be itemized carefully.

The job purpose and content would of course be to “Manage the Operational” requirements of all the stores countrywide and take responsibility for how well the stores run.  This would include, but not be limited to, the responsibility of the staff, the sales of the stores and the reaching of targets, as well as the control of budgets and related financial movements.  The projection of the company image to the public is also something that should be taken into account.  It would include things like staff training on product and sales training, setting of budgets and targets, the responsibility of ensuring that Government legislation is complied with and that the HR and Labour issues are met and controlled.  Issues of safety and health would also need to be controlled, not only for the staff but also for clients. Merchandising of stock and procurement of supplies would also fall under the responsibility of the Operations Manager.  So be sure to list everything that needs to be done.

The relationships involved would include the staff who would report to the Operations Manager, who the Operations Manager would report into as well as what controls and checks would be in place to measure the Operations Manager performance. This would include, but not be limited to, targets and budgets being met and so on.  It would also be necessary to include things like the minimum requirements of the job, you would not employ someone straight out of school to perform this task, now would you? Issues such as, what are the minimum educational requirements (for example, a minimum of matric and a Management diploma or degree or a minimum of x number of years working experience in an Operational Environment or Managerial position) and so on.

Clearly, the expectation of both the holder of the job (in this case the Operations Manager) and their supervisor must be the same or similar.  They must equally understand exactly what is required when it is required and how the job must be done.  Often issues of “expectation” and “perception,” not meeting in the middle are what causes the most headaches and conflict within an organization.

Next week we will continue with some more tips on how to write a Job Description.

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 

 

 

Blogging 101 – Where Else to Look for Ideas – Part 6

Blogging 101 – Where Else to look for Ideas – Part 6

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Last time we looked at the opportunities around television, being angry or upset and victory and defeat, for inspiration or ideas for articles of interest that pertain to your particular passion.  Today we will have a look at a few more.

Year

Share the lessons that you have learned during the course of the past year and maybe some of what you consider to be your greatest achievements.

In terms of ‘lessons learned', if you have had to learn the lesson the hard way, I am sure that there are many individuals out there who would really appreciate not having to go through the angst and anxiety themselves.

When you share your achievements it might be a good idea to take your readers on the journey, as you experienced it as there may be someone who is on a similar journey who will be motivated and inspired by your achievements.

Everyday Activities

For me, the ‘everyday activities’ are about the routine things that I have tasked myself to do every day, like for example the writing of my blog. It might be a good idea to explain ‘why’ you have chosen to perform these tasks on a daily basis and how you feel once the task has been completed.  Again for me, writing is extremely important as it is part of the creative side of me.  If I don’t write something every day, then I am not ‘balanced’ and that causes its own set of complications. So once my blog for the day is written I feel that I have released my creative energy for the day and that brings about a sense of peace and well-being – clearly a great way to start the day.

Hiatus

Believe me when I tell you that you can literally write something to death!  I know I did.  When I first started on my ‘blogging’ journey, all I wrote about was “The Power of Networking” – 170 odd blogs on Networking later, I found myself procrastinating every time I had to write another article and realized that I was all blogged out on the subject.  So I stopped writing about Networking and found something else to write about.  Am I still passionate about Networking – of course, I am, but I can find no more to write on the subject and it is still all there for anyone to read?

Also, sometimes the creative juices are just not there – don’t force it, give yourself a break for the day or several days for that matter – you can always come back to it and re-kindle your passion for writing.

Remember though, if you do not enjoy what you are doing, then what is the point!  Always have fun!

Next time we will have a look at some more ideas to keep those blogs flowing. Until then “Happy Writing” and don’t forget to have fun!

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 

Networking 101 – Effective Communication is Key

 Networking 101 – Effective Communication is Key

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

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 eighth mistake, Craig says is “Slinging slang.  Many networkers profess to have excellent communication skills yet use slang or mispronounce big words when little words would have been better.  Beware the use of contractions, excessive acronyms and name-dropping too.  Don’t tell us what you’re gonna do!  I would like to hear what you are going to do instead.”

This is also one of my favourites and I must say I am often hugely amused when people used words that they don’t know how to pronounce and then given time, once I have worked out what they were trying to say, I have lost most of what they did say.

The one that springs to mind right now is the chap that said “a certain” instead of ascertain!  Obviously the meaning of “a certain” is completely different to ascertain and the result of that was that what he was saying made no sense at all.  By the time I had figured out that he had meant to say “ascertain”, I had lost the rest of his speech, on what he was trying to say and what he did.  Make no mistake, I had also lost the will to try and do any kind of networking or business with him as well.

I know that we live in the “new” South Africa and that there are 11 official languages out there – 10 of whom I have no idea how to communicate in, and yes I am often amazed that the fact that many people here can speak four or five of those languages, clearly I am not one of them.  The bottom line is that most business is conducted in English and if you cannot speak English so that it can be understood, by the people who do speak it, you will have a very difficult time and you will miss out on opportunities that will be snapped up by others.

Make sure that the words that you do want to use are pronounced clearly and in the manner in which they are supposed to be pronounced.  Practice what you want to say in your delivery speech and if need be, get someone who is fluent in English, to listen to your delivery and make corrections where needed.

Most of all have fun!  Having your own business should not be all stress and seriousness.   Remember why you went into business for yourself in the first place.  It’s an integral part of your life and you should be enjoying it to the hilt.

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

 

Business Tips – Common Mistakes Start-up Businesses Make – Part 1

 Business Tips – Common Mistakes Start-up Businesses Make – Part 1

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

More and more I am coming across individuals, who want to start up a business, but who have no clue about what they are doing and who don’t have any kind of plan in place.  Now having an idea is great, that is what starts the dream but quite honestly, not having any kind of plan in place is the same as committing suicide – business suicide!

A business that does not have any kind of plan in place will often have neither direction nor focus and if that is the way that you are starting up, quite honestly, that is the quickest way to just close the doors.  Many start-ups feel that the only reason to have a business plan in place is if they need to raise capital and they couldn’t be further from the truth.  Having a documented business plan in place will help to direct the process of starting a new business and for those businesses that are already established, it will help them keep focused on what they want to achieve and by when they want it achieved.

Your business plan, however, is not a “once-off” kind of document.  It needs to be updated and changed as the business grows and as your requirements and needs change too.

Being cocky and full of nonsense is definitely not going to endear you to anyone.  So many newly started business owners, who are in the first flush of success (read: they are in their 2nd month of trading and the glow hasn’t worn off yet) think they are invincible. My advice to them is “Get a grip!”  They often compare themselves to the greats out there and strut their stuff, but as tempting as it is, they need to remember that they are still taking the first steps and adjust themselves to that.  

Don’t get me wrong, there is nothing wrong with dreaming that you will get there . . . one day, but you need to remain grounded, focused and with your feet firmly planted on the ground.  Remember all big businesses started out as little businesses and although every journey starts with a single step – you have taken that first step and now you need to take the next, and then the next and then . . .  you get my drift I am sure.

Trying to sell yourself to your clients and suppliers as ‘established’, when you’re not, will only make them see you as dishonest and it will not work in your favour in the long run – so just don’t do it!

Don’t try and be clever by extending credit to your clients when you have just started out – the reality is that you will end up with a lot of bad debt and clearly this will affect your cash flow in a negative way.  Getting money in quickly and efficiently will allow you to go to the next step of your plan a lot quicker and without as much risk.  Having to continuously wait for your money puts your business at risk and will cause you untold unnecessary stress.

Next time we will have a look at some of the other common mistakes.

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

Part 2

>> http://www.viljoenconsulting.co.za/2011/07/business-tips-common-mistakes-start-up-businesses-make-part-2/ 

Business Tips – Common Mistakes Start-up Businesses Make – Part 1 By Nikki Viljoen – Viljoen Consulting (Pty) Ltd – June 2011 More and more I am coming across individuals, who want to start up a business, but who have no clue about what they are doing and who don’t have any kind of plan in place. Now having an idea is great, that is what starts the dream but quite honestly, not having any kind of plan in place is the same as committing suicide – business suicide! A business that does not have any kind of plan in place will often have neither direction nor focus and if that is the way that you are starting up, quite honestly, that is the quickest way to just close the doors. Many start-ups feel that the only reason to have a business plan in place is if they need to raise capital and they couldn’t be further from the truth. Having a documented business plan in place will help to direct the process of starting a new business and for those businesses that are already established, it will help them keep focused on what they want to achieve and by when they want it achieved. Your business plan however, is not a “once off” kind of document. It needs to be updated and changed as the business grows and as your requirements and needs change too. Being cocky and full of nonsense is definitely not going to endear you to anyone. So many newly started business owners, who are in the first flush of success (read: they are in their 2nd month of trading and the glow hasn’t worn off yet) think they are invincible. My advice to them is “Get a grip!” They often compare themselves to the greats out there and strutt their stuff, but as tempting as it is, they need to remember that they are still taking the first steps and adjust themselves to that. Don’t get me wrong, there is nothing wrong with dreaming that you will get there . . . one day, but you need to remain grounded, focused and with your feet firmly planted on the ground. Remember all big businesses started out as little businesses and although every journey starts with a single step – you have taken that first step and now you need to take the next, and then the next and then . . . you get my drift I am sure. Trying to sell yourself to your clients and suppliers as ‘established’, when you’re not, will only make them see you as dishonest and it will not work in your favour in the long run – so just don’t do it! Don’t try and be clever by extending credit to your clients when you have just started out – the reality is that you will end up with a lot of bad debt and clearly this will affect your cash flow in a negative way. Getting money in quickly and efficiently will allow you to go to the next step of your plan a lot quicker and without as much risk. Having to continuously wait for your money puts your business at risk and will cause you untold unnecessary stress. Next time we will have a look at some of the other common mistakes. Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za Part 2 >> http://www.viljoenconsulting.co.za/2011/07/business-tips-common-mistakes-start-up-businesses-make-part-2/

HR 101 – What to do When . . . You Need to Compile a Job Description - Part 2

 HR 101 – What to do When . . .  You Need to Compile a Job Description - Part 2

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd

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

Last time we had a look at the difference between an employee’s duties and the job description.

Here are some of (but not limited to) the things that you need to look at and take into account when you want to write a job description.

First of all, you need to be accurate and realistic about the requirements of the job.

Let me tell you a story.  Many years ago I was employed by an insurance company, to capture all their handwritten client data onto their computer system and in so doing, drag them kicking and screaming into the 20th Century.  They needed to get all of their client information into an electronic format if they were to remain in business and have any sort of competitive edge.  At the same time, their own business Administration was in a state of total chaos, and they needed proper procedures and controls put into place to bring some sort of order into their lives.

A few days after I started, I was asked to perform bookkeeping tasks.  Now although I am a qualified bookkeeper, I have never done a full set of books for a client and certainly never done a set of books in an accounting package.  You see they had seen that I was a qualified bookkeeper (as this information was on my CV) and they thought that they could get two jobs done for the price of one.

Don’t do that – the one job has nothing to do with the other and in this instance actually required two different people.

Make sure that what you require is realistic.

Then there is the case of the domestic worker – here is another story of how things go pear-shaped.  

You cannot believe the number of small businesses that have hired their domestic worker as the cleaner/housekeeper/tea lady.  This in itself is not a problem at all, in fact, I have done this myself.  What is the problem is that all of a sudden the domestic worker becomes the filing clerk and then the office administration clerk.

Now, giving someone the opportunity, if they are capable is absolutely fantastic.  Promoting someone to a position that is outside of their capabilities and then holding them accountable when they cannot cope or mess something up, is just plain irresponsible.  You cannot fit the Job Description to the person – the person must fit the Job Description.  So be honest about what the job entails and what your requirements are for that particular job and then find the person that fits those requirements.

Next time we will continue with some more tips on how to write a Job Description.

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 

Blogging 101 – Where Else to look for Ideas – Part 5

 Blogging 101 – Where Else to look for Ideas – Part 5

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Last time we looked at the opportunities around Lateral Thinking and even the Wisdom of our Parents, for inspiration or ideas for articles of interest that pertain to your particular passion.  Today we will have a look at a few more.

Television

Now I know that there are many people out there who very seldom watch TV and whilst on some level I do understand their reasons, it is one of the ways that I relax and chill out.  Also, if I am really honest, there are several shows that I am particularly fond of (read absolutely hooked on).  The fact of the matter is that I learn from many of these shows, trying to figure out who the culprit is in all of the “who-dun-its” and learning the life lessons on the fantasy and esoteric type ones and just pure enjoyment and predicting the winners on the reality ones.  Yip, it’s official – I love watching TV.  There I said it!

Actually, I have used examples of what I watched and the lessons learned, in several of my blogs – two that come to mind immediately are when one of the contestants in a reality show dissed the opinion of one of the judges – that was a motivational piece on respect and the other was a woman who documented her every move (giving specifics like pictures and the name of the place that she was at and then the next place she was going to) on Facebook (I think it was  CSI or one of those profiling shows) – that was an early warning about the content we share online.

So very much like Celebrities, watching TV can spark an idea that you can link to your subject material to illustrate what you mean.

Anger or being Upset

Who would have thought that being upset about something that you have read/watched/listened to/seen (insert anything you like here) would produce some of the greatest articles that you have ever written?  I know that there is nothing like a good rant to clear the air and for me writing it all down transfers the anger (or indeed sadness) from my mind onto the paper.  It is one of the ways that I have of “releasing” the pain or the anger. Obviously, once you have calmed down, you need to edit it to ensure that you have all your ducks in a row and that you haven’t mentioned anyone’s name, or you could find yourself in trouble.  Again I have, on occasion used some of these writings to illustrate a point.  Two that come to mind immediately are the one I wrote on the unrealistic begging bowl type expectations of entrepreneurs or start-ups, especially around the issue of funding and the other was also about an unrealistic expectation of someone who expected everything to fall into her lap, or everything done for her, without her actually doing anything herself!  Both really got my blood boiling!

Victory or Defeat

This is one that I have used on many occasions and this year will be no exception.  A friend of mine said to me one evening during the course of the holidays, as we sat on her balcony sipping at an extremely cold beverage as we watched the sunset dip into the ocean “What were your highlights in the last year and what were your biggest regrets”?  I really had to think carefully about this and decided to split it into two separate camps – one being in my professional life and the other in my personal life.  In both instances. there were huge lessons learnt, but it was only in the “looking back” that the lessons became clear and this only re-iterates my conviction that we need to “look back and see where we have come from and what we have achieved” more often.  

This is a theme that I have written about on more than one occasion and clearly something that I will be writing about again, through the coming years.

Remember though, if you do not enjoy what you are doing, then what is the point!  Always have fun!

Next time we will have a look at some more ideas to keep those blogs flowing. Until then “Happy Writing” and don’t forget to have fun!

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 

Networking 101 – Mind Your Manners

 Networking 101 – Mind Your Manners

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

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 am going through these over the next few weeks and let’s see if this is what is holding you back.

The seventh mistake, Craig says is that “You don’t mind your manners.  Networkers can’t make small talk, don’t show an ability to exchange pleasantries and interrupt others.  Can you gracefully engage and disengage from conversations?  Are your questions intrusive and your answers curt?  Are you showing proper respect for the stranger you’ve just met?  Or are you singing Opera?  If so, your tune is familiar: It’s ‘me-me-me-me!”.

Well, that one certainly is familiar to me.  Why is it that people seem to think that their time is more important than mine?  That what they have to say is more important than what I have to say.

Often, when I am engaged in conversation with someone else, they rudely push in, shove something either into my hand or the hand of the person that I am busy in conversation with and demand to be heard there and then!  How rude! 

I must admit, that although I will get to them eventually, I usually leave them until last.  I find it difficult to be pleasant to someone who has treated me with such disrespect.

Going to a networking meeting with the only thought being what you can sell to someone is not going to work for you at all.  Remember, everyone is there for the same purpose – we all want to sell something.  I mean, think about it – who goes to these things will the sole purpose of buying something – certainly not me and if you are all honest with yourselves, neither do you.

The mindset needs to change though because you need to go to the meeting with the idea of helping others – through connecting others with each other, you yourself will become connected.

That’s how it works for me and that is how it will work for you.  You have to give, in order to get.

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

Business Tips – Customers, Our Invited Guests

 Business Tips – Customers, Our Invited Guests

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Jeff Bezos says “We see our customers as invited guests to a party, and we are the hosts.  It’s our job every day to make every important aspect of the customer experience a little bit better.”

Actually, if the truth is told, I really don’t think that we see our customers as anything like invited guests.  Certainly not the way that I have been treated lately (although in all fairness I have to be the world’s worst customer).

I think we have panic attacks when we perceive that there is a lack of clients, but the minute we have them they become an irritation and I know I feel that some of my services providers feel that they are doing me a favour just to give me any type of service.  In fact, in the last couple of days, I have stated on several occasions that if I were to treat my clients the way that I was being treated there would be no clients!

Think about it for a moment – when you invite guests into your home, there are those that you feel comfortable around, that you have perhaps had as friends for many years.  These guests have a great deal more freedom than say, new guests.  They are encouraged to make themselves at home, they potter around your home, perhaps follow you into the kitchen and help with the cooking or keep you company whilst you cook.  The conversation may become playful and the feeling is one of easy wellbeing.  So too should it be with the customers that have been with you for some time?  Relationships have been built and the feeling is one of mutual respect and well being.  Still, even these guests you would not expect to wash the dishes (even if they offered – they are guests, after all, not family or extended family or even good friends).  You would not go to bed and leave them wandering around your home unattended.

What about your new clients or guests that you have only just met?  Whilst you are not strictly formal with them, the atmosphere is still a lot more formal than with your guests that you have known for some time. I mean, I am sure that you would not let them get their own drinks, you would serve them.  They would not be in the kitchen with you as you cooked or prepared the meal and they certainly would not be encouraged to wander around your home on their own.  Yes, you would try and make them feel comfortable but there would be limits.  Isn’t that exactly the way that it is with your new clients – are you not a whole lot more wary around them, trying to put your best foot forward, trying to give them exactly what it is that they ask for?

Actually, perhaps the question should be, isn’t that the way that it is supposed to be happening, rather than the constant irritation that I have been experiencing of late.  The sullen faces, the less than interested attitude and the glances and sighs that make me feel that they are actually doing me a huge big favour and I had better just accept what it is that they give me and I had better not say anything about the manner in which I have been treated or that they have given me inferior service and useless product.

Perhaps it is time that we have another look at who and what our customers are and why they are in our lives.  Perhaps if we treat them a little better, they will stick around a little longer and buy some more products or give us some more work.

Perhaps . . . .

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

Inspiration – Powerful Words – Part 3

 Inspiration –  Powerful Words – Part 3

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Here we are at week three on this particular series – powerful words and how they motivate us.  Already they have had a profound effect upon me . . . I wonder how they have impacted (if at all) on you?

Health.  

Oh dear, I can see that I am going to be in the depths of the brown smelly stuff again today.  I really don’t take as good care of myself as I expect and motivate and yes, even moan, at loved ones to take of themselves.  I don’t get enough sleep and I certainly don’t get enough rest and last week it was plain enough that I don’t get enough “me” or “dream time”.  Exercise is something that I used to do in my youth and my diet – well perhaps we shouldn’t even go there!  Here’s the thing though – in order for us to work optimally it is important that we get some exercise (and no, I am not talking about spending 3 hours a day at the gym – moderate exercise is all that is required).  It is important to eat not only well, but also healthy foods (and for goodness sake, that does not mean going on any of those fad diets and always check with the doctor first to ensure that you do what is best for your particular body type).  Get enough sleep!  Yes, I know that some people need more sleep than others – you know what is good for you and try and say “no” to a chemical-induced sleep (whilst it allows you to sleep it comes with its own set of consequences)!  Where possible try and sleep naturally and on your own steam!  Not getting enough rest and downtime means that your judgment will probably not be as clear as it could be and this could also have an impact on your decisions and the way that you execute them.  You need to look after yourself first before you are able to take care of anyone else or anything else.

Organization. 

This one I must admit is also another favourite of mine.  For as long back as I can remember when I sit down to work (and this started at junior school level) I had to have all the utensils that I may need.  My pen, pencil, ruler, rubber, sharpener, book, notepad etc.  I could not get started until everything was within sight.  Trying to work with even one of those items missing was a nightmare, as my mind keeps coming back to the question “where is my . . . “.  Nowadays, I just don’t mess with that particular emotion and keep a set of everything on my desk, in my carry-bag and downstairs (where I sometimes work while I am watching TV), it just makes life easier.  

The same can be said when I need to do something – all the research notes and articles and whatever other requirements that are needed for the particular article or the project must be present and accounted for.  I make copious amounts of lists and as each task is completed it gets “ticked off”.  It really is so gratifying to see each list with rows of ‘ticks’ down the side – it gives me a certain sense of accomplishment.

Most people get quite a fright when they see my desk – it looks like a mound of paper, disorganized, cluttered and a mess!  I know that my domestic helper always smiles at me, each week when I say to her “don’t touch the desk” and when she does clean (and I have seen her do this), she does it in sections, careful not to move anything too far out of its original position.  You see, whilst it may look like a disorganized clutter and mess to you – I know exactly where everything is. I have piles of material that can be used for the articles that I write, piles of information that will be used to write policies and procedures, piles of work in order of priority, and notes of things that need to be done or people that need to be contacted – yip, it’s all very logical to me.   Many people need a clean clear desk on which to work – that for me would be intimidating!  You need to find what works for you, then organize yourself and your space into what is most comfortable for you to work in.  Only once you are comfortable in your space and in yourself will you be able to “let go” and get on with what needs to be done.  If that means using a favourite pen, or listening to a specific type of music (or not), indulge yourself and then see how quickly, efficiently and effectively you get on with getting on with your short-term and long term goals.

Next time we will have a look at a few more powerful words, until then be gentle with yourself, you will find that you accomplish a whole lot more!

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