Customer Service 101 - Sick of Poor Service

 Customer Service  101 - Sick of Poor Service

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

So why is it that many customers do not complain?  Well, one theory is that it is because of the physical reactions to their own bodies that make people reluctant to make the complaint in the first place.

According to Harris Interactive, 85% of the respondents in a survey said that they had “customer experiences so appalling that they have:

• Used foul language (29%)

• Developed a headache (21%)

• Felt chest pain (6%) and

• Cried (5%)

The most common frustrations are:

• Not being able to understand a customer service agent (44%)

• Being put on hold, listening to bad music or repetitive messages (45%)

• Spending a great deal of time on a website or automated phone system searching for important information and not finding it (39%).”

Actually, my pet hate is not even mentioned in this lot, although I am sure that I cannot be the only one to experience it.  It’s the customer service call centre person who will not put you through to a supervisor or a manager or anyone for that matter, despite the fact that they cannot or will not or do not have the grey matter to assist you.

Clearly, the reality of the situation in South Africa is that good customer service doesn’t seem to be on the agenda at all.

Part of the problem I suppose is that many customers, who want to complain often don’t know how to complain, where to go to complain or even what to complain about, strange as that may sound.  On the other hand, there are many companies who don’t have the necessary infrastructure in place to handle queries and complaints and the result is that you get passed on from one person to the next, obviously explaining the whole story each time you get passed onto another poor soul who has no clue how to help and so just passes you on again!

Talk about frustration!

The onus, I am afraid is on us, the consumer.  In order for Companies to actually do something about bad service, it is up to us to get the message through to them that things are wrong and that we want to change.

We, as consumers have the power to ensure that businesses give us better service, but we have to speak up, take action and get the ball rolling.

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

Networking 101 - Be Prepared to Listen

 Networking 101 - Be Prepared to Listen

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

My late friend Geraldine Bunting always told me that one of the things that her mother  used to say is “There is a reason that God gave us two ears and one mouth!”

Frankly, I agree – we don’t listen enough.  We are so busy, thinking about a clever thing to say in response to something that someone has said, that we don’t listen to all of what the other person is trying to say and yet conversely we become offended if someone doesn’t listen to what we have to say.

I am always reminded of an incident that happened to me at the garage.  The petrol attendant asked me 3 times whether I wanted unleaded or leaded and each time, when I answered him, he was so busy talking to his mate that he didn’t listen – the result, of course, is that he put the wrong petrol into my car.  When I pointed this out to him, he immediately stopped the incorrect petrol pump and started putting the correct petrol into the tank.  When it came time to pay, I was presented with a bill for xx amount of litres of leaded petrol and yy amount of litres of unleaded petrol – I refused to pay for the leaded petrol.  The Manager entered the debate and tried to insist that I pay for the leaded petrol as “it was already in my tank” – I refused and invited him to remove it from the tank as I had neither asked for it and nor did I want it – in fact, I requested his name and contact details because if anything untoward happened to my car, as a result of the wrong fuel being put into the car, I would be holding him personally responsible.

In this instance, not only did the petrol attendant not listen to the instruction, but when the result of this could have cost the garage money – suddenly it became my problem!  How bizarre!  Anyone who knows me though knows that I did not pay for the leaded petrol – in my opinion, the petrol attendant and the garage owner needed to be responsible for their own shortcomings – but that is another story for another day.

The point that I am trying to make is that there is usually a consequence for not listening and when you are in a networking environment this is usually the loss of a lead, loss of a sale and invariably – loss of a client!

A bit harsh, you may think!  But think about it logically for a moment.  Let’s say you are telling someone who you are and what it is that you are doing – he on the other hand, whilst appearing to be very interested in what you are saying, is watching the nubile young waitress who is serving a table nearby and clearly by following his glance and the glazed look in his eyes, he is not paying attention.  He sells motor vehicles.  At the same meeting, there is another chap who also sells motor vehicles.  He on the other hand not only listens carefully to what you are saying but also takes notes and asks pertinent questions and really tries to understand what you are all about.

The very next day, your friend Geraldine Bunting is looking for a car, but wants to talk to someone who is not going to rip her off and who will tell her the truth – which of the two guys above are you going to refer her to – for me it’s a no brainer!

In my opinion, there is a consequence, each and every time that you do not listen – the question remains, however, whether you are prepared to bear that consequence or not.

It’s a conscious decision that only you can make!

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 – Managing Your Business – Part 5

Business Tips – Managing Your Business – Part 5

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Irrespective of how “uncertain” times are and how difficult it is to get the business in or make the sale, or how much you have downscaled the expenses, the fact of the matter is that you have to keep your staff motivated if you want to still get the business in and the orders processed.  Clearly, I am not talking only of the sales staff here!

Here’s the thing, if you have cut back and trimmed away as much as you should have and tightened your belt as far as it can be tightened, then most if not all of your staff have taken over some (if not all) of the duties of the staff who have left and usually for no additional remuneration.  That means that you need to implement some sort of reward system to motivate them.  This is where you have to get creative, as you may not be able to reward them financially. There are many perks that don’t necessarily cost the company a lot of money but could have hugely beneficial implications for the staff.  Things like introducing flexitime, so that they spend less time in traffic and therefore have more quality family time or even if it can be done, allowing them to work from home.  This could result in you renting out your excess office space and your staff member spending less on fuel and toll fees – a win/win situation, I am sure you will agree.  Rather get rid of the “deadwood” and poor performers and reward those who have invested themselves in your company and who work effectively and efficiently. Poor performers and “deadwood” take up a huge amount of management time and ultimately increase costs in more ways than one.

One of the quickest ways to decrease costs and increase productivity is to ensure that your operational costs are kept to a minimum.  Machinery should be well and regularly maintained to optimise efficient use and processes implemented and properly managed to ensure that both quantity and quality of output.  This should also be measured to ensure that it is of the highest standard.  Regular review of processes and procedures to ensure that they are both effective and efficient and that they comply with legislation will also ensure that workflow output is optimised and constant and that fines or penalties are not levied against you for non-compliance.

Finally, “always keep your enemies close”.  Make sure that you know what your competition is doing to ensure that you are doing things better, more efficiently and more effectively.  Make sure that you always give value for money and that you operate from a place of integrity and honesty with your clients, your suppliers and your staff.

In your Business – honesty really is the best policy!

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/2010/12/business-tips-managing-your-business-part-1/

Part 2

http://www.viljoenconsulting.co.za/2010/12/business-tips-managing-your-business-part-2/

Part 3

http://www.viljoenconsulting.co.za/2011/01/business-tips-managing-your-business-part-3/

Part 4

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-4/

 

Inspiration – Prepare the Way

 Inspiration – Prepare the Way

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

This week quote comes from Ralph Marston.

 

"Prepare the way 

On its own, this day is filled with immense value. And in addition, this day gives you the opportunity to prepare for the days and the years to come.

Living this day with purpose, gratitude, love and integrity will provide you with a double reward. Not only do you make this day the most fulfilling it can be right now, you also prepare yourself in the best possible way for the days that follow.

Nothing is more frustrating than to have the opportunity of a lifetime come along when you are not prepared to seize its promise. You don't have to let that happen to you.

For each day is an opportunity to live fully and to prepare diligently. The two go hand in hand.

By making the most of every moment, you are putting yourself in a position to fulfil the best possibilities when they open up to you. Always keep in mind that what you do today sets the stage for your tomorrow.

Fill this day with positive purpose, focused effort and all the joy you can give. And you'll prepare the way for an even brighter future."

 

I am often told that it is important to live, not in the past and not in the future - but in the present.  This article just proves that by living in the present, the future will be prepared for!

Having said that, however, the fact of the matter is and remains that we still have to make things happen for ourselves.  So often we sit around on our backsides and wait . . . wait for God knows what, because all the waiting in the world will not make it happen.  We have to do that for ourselves.

So on a daily basis, prepare what you need to do for the day (note that was not 'wait' for the day), do them and watch what happens in the future.

Hope you all have an awesome and inspired day.

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

                                                                

 

HR 101 – What is Dereliction of Duty?

 HR 101 – What is Dereliction of Duty?

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd 

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

The Collins Concise Dictionary defines ‘dereliction’ as “conscious or wilful neglect” (especially of duty), whilst the Dictionary of English Synonyms lists the synonyms as ‘abandonment’ and ‘desertion’.  The meaning, therefore, is very clear – it is when an employee intentionally or on purpose if you will, does not perform their tasks or duties.  There are no ‘accidents’ or ‘mistakes’ here – this is deliberate.

Many employers, when charging an employee for some misdemeanour or another, use the incorrect terminology and the term “Dereliction of Duties” has a great ominous and serious connotation to it.  This coupled with the fact that it is a dismissible offence, even for the first offence, often makes it a great tool for frightening the hell out of the staff.

Employers – you need to be careful here as charging for the incorrect offence (or even wording the charges incorrectly for that matter) will result in a “not guilty” verdict for the employee!

Let’s have a look at some examples of what can be termed as ‘Dereliction of Duties’.

- When an employee completely ignores the client they are supposed to be serving, in order to complete the cell phone discussion that they are having with a friend.

- When the security guard leaves his post to go home early (or any time for that matter), without a valid reason.

- When a staff member gives the keys to the safe or passwords of the alarms to an unauthorized colleague so that they can have an extended lunch or go home early.

- When an employee leaves the company truck, heavily laden with products, in a dodgy part of town whilst he takes his lady of the moment to the movies.

- When a machine operator switches off all the safety devices on all the machines that are operated by everyone other than him.

- When an employee downloads porn from a site that he knows is full of viruses.

Pretty standard stuff, I am sure you will agree although I am equally sure that you now understand the difference between not doing (or doing for that matter) something by accident and doing something that is planned, intended or deliberate.

Clearly then ‘dereliction of duties’ should not be used in instances that have arisen due to misunderstandings or miscommunication or because the staff member lacks adequate skills or if machinery is faulty or not correctly maintained.

The punishment has to fit the crime and the crime needs to be correctly identified.  Charges that are incorrect will usually be thrown out and the employee is found “not guilty”.

Again clearly, it is in your own best interests as an employer to ensure that you get the correct outcome by keeping your emotions in check and dealing with, or presenting the facts calmly and confidently is always a good thing.

To ensure that everyone knows what is expected of them as well as what the consequences are, if the boundaries are breached, to ensure that you have proper policies and procedures in place and that your line managers (and of course yourself) are properly trained to ensure that discipline and controls are maintained.

Finally, make sure that all contraventions to laid down procedures are properly and calmly investigated and that the correct, legally applicable charges and therefore the correct wording is used to prevent additional losses to the company in the form of penalties levied against the employer.

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 - No Longer Lonely in Business

 Networking 101 - No Longer Lonely in Business

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

I once sat in a meeting where one of my colleagues stated that she had been in business for over 10 years as an entrepreneur and that networking for her meant that she was no longer “lonely” in business.

At the time I found this quite hard to understand as I am, by nature, a loner – not a lonely person you understand, but very definitely a loner.  So the concept of someone being “lonely” is hard for me to grasp and someone being “lonely” in business, is something that is very foreign to me.

You see on a business level, I meet people and with people on a daily basis.  There are of course the clients that I meet with when we discuss what needs to be done, how it will be done and in what priority it will be done, then, of course, are the prospective clients that I meet when I try and understand what their business is and whether they need my services or not and finally there are the people who I meet at Networking events and who I make appointments with to meet on a “one on one” in order to expand my “circle of influence” and my database, whilst adding value to them and they to me.  So the question begs to be answered – how can you be lonely in business.  I mean surely she would also be meeting clients and prospective clients and networking?

I have, over time, understood exactly what it is that she meant, not that I have experienced that feeling, but that is probably because I am a natural networker.  It is being able to use other networkers in order to bounce your ideas off them.  It is being able to sit in a room full of people who understand your frustration(s) because they too are entrepreneurs and they face the same challenges as what you do.  It is about seeing the same kind of passion on the faces of people, that you know shines off your face – because they are as passionate about what they do as you are about what you do.

Again, the question begs to be asked – why wouldn’t you want to be in the company of a group of people like this?

I certainly want to be – but then again, that is probably why I am!

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

Business Tips – Managing Your Business – Part 4

 Business Tips – Managing Your Business – Part 4

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

We’ve looked at Managing your cash flow and making sure that your margins are where they should be, as well as ensuring that you are meeting your client’s needs.  Today we will have a look at “Managing your working capital” and Advertising.

First off, let’s have a look at your “Working Capital Management”. Ensuring that you manage your working capital correctly, will have quite an effect on your cash flow as it “releases” monies that would normally go towards expenses.  Let me explain – your clients pay you 30 days, but your suppliers want payment upfront.  This means that you are carrying the whole thing financially on your own (it will also have an impact on your risk management too).  By negotiating better payment terms with your suppliers and your clients, you will decrease your risk and have a better cash flow situation and a stronger working capital, which could go towards growth and expansion.

Other critical areas to look at are (but not limited to), your debtor’s list.  Make sure that you follow up on outstanding or overdue accounts on a regular basis and don’t be scared to put errant clients on hold or in extreme cases, even firing them.  Remember this is your business and you make the rules.  

Stock is also something that needs to be managed both effectively and efficiently as this is one of the first areas that you will experience losses when there is a downturn in the economy (ok, if the truth be told this is all the time, not only when things become a bit rough).  So stock needs to be properly controlled to ensure that the shrinkage is kept to a minimum and that stock levels are kept to acceptable levels.  Too much or too little stock on hand also has its own consequences.  Oh, and don’t forget to make sure that your stock is properly and adequately insured and that (particularly with perishables)  the FIFO (first in first out) method is used, that way you will not end up with stock that has expired.

One of the first things that seem to go for a ball of chalk when times are tough is your advertising.  This is not good at all.  Think about it logically and calmly for a moment. Taking your marketing out of the equation means that fewer and fewer customers are going to know about you and fewer and fewer customers are therefore going to buy from you! Crazy that - you are wanting to increase your sales, which means your marketing and advertising should increase.

By all means, modify the way that you market yourself.  Cut down on say, using the big PR agencies (or any agency for that matter) and try and do things for yourself.  Get an e-mail campaign going or use social networking sites and Twitter to drive people to your website.  Start a newsletter and give useful information to your clients. Make sure that you are still at the forefront of their minds and that they don’t forget you and go to your opposition or competitors as a result of this.

So change the way that your market yourself, if you must, but ensure that the amount of marketing increases rather than decreases.

Next time we will have a look at some of the other issues around what to do when your business is going through a tough 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 

<<

Part 1

http://www.viljoenconsulting.co.za/2010/12/business-tips-managing-your-business-part-1/

Part 2

http://www.viljoenconsulting.co.za/2010/12/business-tips-managing-your-business-part-2/

Part 3

http://www.viljoenconsulting.co.za/2011/01/business-tips-managing-your-business-part-3/

>>

Part 5

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-5/

HR 101 – What to do When . . . Your Staff Member is Pregnant

 HR 101 – What to do When . . . Your Staff Member is Pregnant

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

Please note that this complies with South African Labour Relations, the Basic Conditions of Employment Ace and Best Practice requirements.

First of all, for the record – you cannot dismiss an employee because they are pregnant. Dismissing an employee on the grounds that she is pregnant is viewed as “automatically unfair” and it comes at a cost.

Second of all, for the record – the full period of maternity leave is 4 months (unless otherwise agreed in writing for a longer period).  If you shorten this period, even by mutual written consent, you could find yourself in the deep smelly brown stuff.

Thirdly, the employee’s right to "time off" for the pregnancy does not end there – let me explain.  Let’s return to our protagonists.  Mike the owner of the retail outlet and Jane the cashier.

Jane is pregnant and she is due to give birth in November and as we all know, December is a really busy time in the retail environment.  By mutual agreement (Jane does not want to lose out on her Christmas commissions), they agree that she will only take one month off, as pregnancy leave, instead of the laid down 4 months.  Jane signs off on this giving her consent.

In November Jane goes on leave a week before the due date and then Jane gives birth and becomes a proud mother to a healthy set of twin boys.  So far, so good.   Well, the twins start off healthy, but soon they both develop colic and Jane understands that there is no way that she can go back to work as soon as she had planned as she needs to take care of the boys.

Jane contacts Mike, explains the situation to him and requests an additional one-month maternity leave.  Mike is furious – he has not put any kind of contingency plan into place as Jane assured him that she would be back after a month and it is too late to get someone else in to help as the store is already as busy as can be and he cannot “spare” anyone to train someone new.  Mike tries to be reasonable and tells Jane that she can have an additional two weeks leave.  Jane refuses to accept this new arrangement and just doesn’t go back after the additional two week period is up.  Mike dismisses her in absentia.

Jane takes Mike to the CCMA for unfair dismissal, stating that she had been dismissed for a reason that was directly related to pregnancy.  Mike says that that is nonsense as the wording in the Labour Relations Act (LRA), sections 187(1)(e) “for a reason related to pregnancy” means that if a mother has any sort of complications as a result of the birth and that this does not extend to any illnesses experienced by the baby.  Mike also says that Jane was not dismissed because of her pregnancy or because the babies were ill, but because she was absent from work without leave.

Well the CCMA saw things a little differently.  Just as the price of democracy is very high, so too is the price of equality.   The CCMA’s take on this was “Difficulties experienced by employers in keeping a woman’s job open while she is on maternity leave is the price that must be paid for recognizing the equal status of women in the workplace.  The law protects women, not only while pregnant, but also while they are attending to the consequences of pregnancies.”

How’s that for a smack of reality?

Mike then pointed out that Jane had signed an agreement stating that she would only take one month’s maternity leave.

Well, that didn’t work very well either – you see the BCEA (Basic Conditions of Employment Act) says that the employees are entitled to 4 months maternity leave.  So the agreement that Mike had with Jane for the one-month maternity leave is in fact unlawful, so it cannot be enforced as it contravened the BCEA.

In this instance, if Jane had been given her full four months maternity leave, this situation would not have arisen.  The consequences of Mike’s action was a very expensive one– he had to pay out 20 months remuneration and also pick up the costs of both his attorney and Jane’s attorney too.

The bottom line is this – the BCEA are not just guidelines, it is the law – so if it stipulates something, that something means that it is the minimum that you can do – in this case, the minimum amount of maternity leave that can be given is 4 months.  Anything less than that could find you in hot water – anything more than that can be negotiated and agreed to.  Remember though, if you give one employee 6 months maternity leave, you have to give all the others the same amount. 

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 - Why Networking Works for Me

 Networking 101 - Why Networking Works for Me

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

It is said that there are only three ways to grow a business – I’m personally not too sure how true that is.  However having said that, I am sure that one of the most critical of these is to find new customers.

Now it is also said, that there are many different ways to find a new customer, and I have no doubt that we can all list them, in great abundance.  Some of them are the methods that we use to get new customers and others are the ways that other people have used as they tried to make us new customers. Most of those though, have irritated the S*&t’s out of me!

I’m not too sure why this is – perhaps it is because when I answer the phone, it is because I would like to chat with a friend, or a client (especially if it is out of the norm of working hours) and that is my expectation.  Or perhaps it is because, when I hear a knock on the door, when I open it I expect to see a friend, not someone wanting to sell me something that I don’t actually want – again that is my expectation!

I am not too keen on getting thousands of e-mails either (currently I am up to between 250 and 350 a day – which means about 30 are actual e-mails from friends, family and clients – the rest are just spam!) and I am not too keen on getting hundreds of SMS’s either (this seems to be the latest trend).

Actually, now that I think about it carefully, I am at my most comfortable state, when my expectations are met and I am prepared for what is happening.  That for me is when I am at a networking meeting.  You see there, my perception is that I will be meeting like-minded people.  That is people who are serious about doing business.  People who are serious about expanding their databases. 

At most networking events (well the ones that I attend anyway), I meet people who are not only potential customers, which, let’s face it, are not only important for my business but also my personal needs.  Often these people, who may never ever become one of my customers, have key centres of influence in their families, their communities, their business associations and even their churches.  These people become very important to me because of the value that they add to my clients.  

You see every single one of them have their own databases, and every single one of them reaches a lot of people, and every single one of them is an important source of referrals.  Referrals, as customers to me and referrals as a value, add to my clients.

So to all of you who believe in the telemarketing way to get new clients (and I am not knocking it you understand) and to all you people who like to do the “cold calling” thing (and again I am not knocking it) and all of those who choose to “spam” everyone with e-mails and SMS’s – (and it works for some), I say good luck to you.  

Me – I will continue to attend the various networking events that I go to and I will continue to network, in my personal capacity as I meet people at parties and social events, and I will continue to grow and expand my database – one person 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 www.viljoenconsulting.co.za 

Business Tips – Managing Your Business – Part 3

 Business Tips – Managing Your Business – Part 3

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

So far we have dealt with Finance and Margins.  Today we have a look at your Customer’s requirements.

In my experience, one of the biggest challenges for SMME’s (Small, Medium, Micro Enterprises) is retaining clients.  Now I am really not sure why this should be since the fact of the matter is that it is easier to sell to existing clients than it is to procure new ones.  So what’s the deal? Perhaps it is because we don’t really know who and what a customer is!

The Wiki says that “A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services.”

So how do we retain our customers?  How do we ensure that we not only find new customers but that we continue to sell our services and our products to current customers or even customers to who we have not sold anything to in years?

Well there seems to be a whole host of different options and tips – some of these are (but not limited to):

- The personal touch.  Here’s an example of both good and bad.  I have been a client of Nedbank in my personal capacity for in excess of 30 years now, and in my business capacity for almost 19 years – quite frankly I bank with them through absolute habit, it certainly is not because of the service that they have given me over the years, but rather the perceived hassle of changing banks, debit orders etc. that keeps me with them.  I have no idea who my “personal banker” is, or if indeed I have one.  I have been dealing with the Cresta branch for the last 30 odd years and sadly the only person who knows my name, when I walk in, is the security guard.  In my opinion, the security guard should be doing their PR, he greets most people by name, always with a smile and a sunny disposition and the good that that does is soon smashed to pieces by the ineffectual, anal-retentive service received by the branch staff. So make sure that you give your clients your absolute attention and use your personal touch as part of your branding and marketing.

- Assumption – I always say that perception and assumption are the two most dangerous words on the planet – and certainly what I am going to say now will bear that out.  Just because your customers are not complaining, don’t assume that everything is peachy!  Your perception of “everyone is happy because no one is complaining” is probably so far off the mark that it is scary.  Many people don’t complain, they just vote with their feet or their wallets.  Ask them if they are happy and if they aren’t do something about it!

- Expectations – all customers expect to receive good service and that is a reasonable expectation.  Not only meeting that expectation but exceeding it will bring them great delight and will go a long way to ensure that they become loyal customers.  Remember though, do it once and the customer will expect even more the next time around, so don’t stop trying to do better.

- Customization – “One man’s food is another man’s poison!”  Just because one client is crazy about your product or your service, doesn’t mean that everyone will be.  Be prepared to “customize” your product or service to meet the requirement of the client.  In fact, make sure that what you are selling (service or product) is what the client wants, rather than what you think that the client may need.  

Next time we will have a look at managing your working capital.

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/2010/12/business-tips-managing-your-business-part-1/

Part 2

http://www.viljoenconsulting.co.za/2010/12/business-tips-managing-your-business-part-2/

>>

Part 4

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-4/

Part 5

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-5/

Inspiration – Sharing Life

 Inspiration – Sharing Life

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

Today’s quote comes from Erin Majors, who says: “A candle loses nothing by lighting another candle.”

This is so true of so much in life.  I am often astounded at how incredibly scared (or perhaps selfish is the right word) people are to share, especially in the business world.  It’s almost as if, people are scared to give someone a helping hand because that may mean that they will lose out on the deal.  How bizarre!  To my mind, sharing something with someone, just makes my business just that much stronger – pretty much I guess, like the brighter light of two candles as opposed to just one.  Yet many people look at me, with a really puzzled expression on their faces when I ask “How may I be of assistance to you?”  

Strange that don’t you think?

Then, of course, you have those individuals who “help” others, but only with some sort of hidden agenda, or a “what’s in it for me”!  I must say, I really don’t get that one either – because sooner or later, any deviousness will come out, and usually when you least expect it!  Why does there always have to be some sort of “pay off”?

For me, the Universe, is a really, really fun place.  I have been helped along this pathway of life, many times by complete strangers. People, whose names I never even got to know and thankfully, I have been in a position to help some along the way – again often people whose names I never got to know and quite honestly it gave me a great sense of satisfaction.  I was giving back you see – giving back to the Universe that has given so much to me.

Oh, don’t get me wrong – I’m not talking about people, who only have one purpose in life, and that is to get as much as they can out of somebody, whilst giving as little as they can in return!  I’m not talking about the people who make a career out of taking anything and everything that they can.  I am not talking about the people who continually whine and moan about how badly life has treated them and how all they need is a little bit of help and then sit on their fat backsides and do nothing for themselves, whilst all around them people running around frenetically, doing everything for them!

I’m talking about empowering people to do for themselves, just like a candle – once lit – burns for itself.  Sometimes people just need a helping hand to steer them in the right direction or a little advice or a word of encouragement.

So what kind of person are you?  Do you give back to life or are you the person that just takes from it?

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 

HR 101 – What to do When . . . . Managers Abuse Their Staff

 HR 101 – What to do When . . . . Managers Abuse Their Staff

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Labour Relations, Basic Conditions of Employment Act and Best Practice requirements.

Sexual harassment is not the only “harassment’” that occurs in the workplace.  There are many bosses out there who are nothing more than bullies or predators and who use the power of their positions to manipulate and intimidate staff, in order to feed their own inadequacies or fantasies.

For those who do that, and you know who you are – be warned, you can and will, more often than not, pay dearly for your transgressions.  If and when an employee resigns because of the behaviour of the employer/manager/supervisor, there is a consequence.  The term for this type of resignation is known as a “Constructive Dismissal” and believe me when I tell you that this is viewed in a very serious light by the CCMA.

Constructive dismissal is built around the fact that (as it is phrased in UK laws) “An employer must not, without reasonable or proper cause, conduct himself in a manner calculated or likely to destroy or seriously damage the relationship of trust and confidence between the employer and the employee”.

Managers/supervisors/employer’s who consistently harass staff on a psychological or emotional level may push their staff into resigning and this could result in the CCMA getting involved.

Here are some tips on how to avoid the perception of harassment.

- If the employer has a problem with a staff member’s performance, clearly it is in the best interests of the business for the issue of lack of and poor performance to be resolved. When criticizing a staff member’s performance it is a good idea, not only to tell them what they are doing wrong, but also give them suggestions, and if necessary the tools with which to improve themselves. Ultimately this will benefit the business too.

- Be consistent and make sure that you follow the precedents that have already been set.  Be sure to treat all the staff in the same manner.  If you discipline one staff member for an infraction, any other staff member that has a similar or the same infraction against them must face the same disciplinary action and the same result.  Run a ‘tight ship’ by all means, but make sure that you are always fair.

- The level of performance that you expect from one employee, must be the same level of performance that you expect from all of your staff.

- Never humiliate staff members, especially in front of other staff members.  Treat your staff with dignity and respect.  Be sensitive to their culture and religion.  You can get your point across without having to resort to disparaging remarks.

- Managers/supervisors/employers need to understand that psychological or emotional harassment of staff is not acceptable and that training managers/supervisors/employers in the correct manner of dealing with staff are an investment in the business.

Handling staff correctly will result in greater productivity, which will result in greater profitability.

A happy workforce with a healthy relationship between management and staff usually results in a successful business. 

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 

CPA 101 – Consumer Complaint Procedure – Part 2

 CPA 101 – Consumer Complaint Procedure – Part 2

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African legislation.

Following on from last time, let’s have a look at some more of the “how-to” around the raising of a complaint, process.  We have covered the different types of complaints as well as a broad outline of the process of the complaint.  Now let’s have a look at “where to complain”.

Part of the “intent” of the CPA is to promote “consumer activism” and this is done by getting consumer groups to lodge complaints on behalf of the consumers.  These various groups obviously need to be properly accredited (because they would need to be properly trained) and they would therefore also be able to give proper support too, or advice as well as educate consumers about what they are protected against and also the role that consumers need to take on, to make the CPA successful.  These consumer groups would also be responsible for publications on the subject, as well as do the research and they would then be tasked with “alternative dispute resolution through mediation or conciliation.”

As a result of this and in compliance with the ACT, the National Consumer Commission was established.  This body is responsible to investigate consumer complaints, pretty much like the National Consumer Tribunal was established by the National Credit Act, to investigate the violations and transgressors of the ACT.

Currently, there are several ways to lay the complaint.  These are, (but not limited to):-

1. The DTI (Department of Trade and Industry) – customer contact centre: 0861 843 384

2. The DTI office of Consumer Protection (OCP): 012 394 1439/1558/1076

3. E-mail: contactus@thedti.gov.za.  Please be advised, however, that this particular e-mail address is protected from spam and you will need to have JavaScript enabled on your computer in order to view it.

4. Website: The DTI website address is http://www.thedti.gov.za

5. National Consumer Tribunal (NCT): (012) 663 5615 or registry@thenct.org.za.  Again, please be advised that this e-mail address is also protected from spam and you will need to have your JavaScript enabled in order to view it.

Next time we will have a look at some more useful contact information.

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/2011/08/cpa-101-consumer-complaints-procedure-part-1/

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Part 3

http://www.viljoenconsulting.co.za/2011/10/cpa-101-consumer-complaint-procedure-part-3/

Networking 101 - Be Careful of What you Say

 Networking 101 - Be Careful of What you Say

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd

So I am sure that we all agree that “people talk”!  We all do it.  When we talk about people, especially in the business world and particularly in the SMME environment, it is generally about what people have done.  Now of course this could go one of two ways – there is always the instance when someone has messed up – badly, and then the conversation would go along the lines of “Jane Doe did not do what she promised to and as a result, Joe Bloggs is out of pocket and he lost the deal”.  The result of this kind of conversation, however,  usually means that the people, within hearing distance, would not be using the services of Jane Doe – well not any time soon anyway.

Then of course the conversation could also go along the lines of “Jane Doe promised to deliver XY & Z and she actually went out of her way and introduced him to  AB & C as well and as a result of that Joe Bloggs not only got the deal, but they have also signed a contract for another deal!”.  The result of this kind of conversation, however, usually means that people, within hearing distance, would be clambering to meet up with Jane Doe and use her services and her contacts.

That is how it is with “networking” too and believe me, the SMME world is not that huge that you don’t get noticed, either way.

So think about which message it is that you would like to send and live your life accordingly.  Make sure you deliver what you promise (even if it takes a while) and make sure that you continually grow your database with people who understand the Power of Networking.

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 – Managing Your Business – Part 2

  Business Tips – Managing Your Business – Part 2

By Nikki Viljoen – N Viljoen Consulting (Pty) Ltd  December 2010

Last week we had a look at some of the issues around Finance and today we continue with Margins.

As usual, let’s have a look at exactly what a “margin” is.  The Wiki says : 

“Profit margin, net margin, net profit margin or net profit ratio all refer to a measure of profitability. It is calculated by finding the net profit as a percentage of the revenue.

                                 Net Profit (after taxes)

Net profit margin =             Revenue                x 100%

The profit margin is mostly used for internal comparison. It is difficult to accurately compare the net profit ratio for different entities. Individual businesses' operating and financing arrangements vary so much that different entities are bound to have different levels of expenditure so that comparison of one with another can have little meaning. A low-profit margin indicates a low margin of safety: a higher risk that a decline in sales will erase profits and result in a net loss.

Profit margin is an indicator of a company's pricing strategies and how well it controls costs. Differences in competitive strategy and product mix cause the profit margin to vary among different companies.”

The easiest way for me to remember it is that the margin is the difference (financially) between what everything cost (not only materials but also time and expenses [for me as a service type business] and research, printing, paper, ink etc.) and what I charge.  If your margins are too low, you will never make a profit and on the other hand, if you set your margins too high, you run the risk of never making a sale – it’s a delicately balanced scenario!

Essentially there are two ways to increase your margins (profit margins) and those are either to cut costs or cut prices.  In order to know which one to do it is obviously essential that you focus on your margins on a regular basis and also on what the current economic trends are, as it is not always a good thing to cut prices, although it is always a good thing to cut costs, as long as that “cost” does not interfere with the quality of your product or service.

Sometimes increasing the price of your services or your product has a powerful statement attached to it – it says “I’m worth it” or “the product is worth it”.  I know that when I started out, I had nothing to compare my services to and the result is that I used my corporate “salary” as a gauge to set my hourly rates – wow, was that ever a big mistake.  I priced myself far too low and the result is that I attracted many clients, all of who desperately needed my expertise, but all of who could not afford me!  Within 24 months I had doubled my hourly rate and I was attracting clients who not only needed me but who could also afford me.

In this particular instance, raising my charges had an incredibly powerful effect – it said “this is what I am worth” and the psychological effect on me, as an individual, was incredible. Before, even though my prices were very low, I was chasing business by giving discounts, hoping to retain the very clients that could not afford my services in the first place – that was a very costly mistake – I wrote off a lot of money to bad debt.

Nowadays, if I am going to give a discount – it is because there is a huge value to me and it is based on a whole different set of criteria, such as (but not limited to) early or timeous payment, the number of hours on retainer etc.

Cutting costs is definitely the best way to increase your margins and thereby increase your profits.  This is not always an easy thing to do particularly in tough times when you are looking at staff and salaries.  You have to divorce yourself from the emotions and look at the cold hard facts.  Can you do without this particular function being performed by a single person, in other words, “Don’t make it about a person or personal”, but rather about what’s good for the Company?  If you have two people doing work that can be done by one person, then it stands to reason that you only need to employ one person – don’t get sucked into the emotional side of things.

Keeping your costs to a minimum and your clients to a maximum is therefore the best way to ensure that your margin remains on track and is the best way to meet and even surpass your budget requirements.

Next time we will have a look at your customers.

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/2010/12/business-tips-managing-your-business-part-1/

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Part 3

http://www.viljoenconsulting.co.za/2011/01/business-tips-managing-your-business-part-3/

Part 4

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-4/

Part 5

http://www.viljoenconsulting.co.za/2011/04/business-tips-managing-your-business-part-5/

Inspiration – Self Image

 Inspiration –  Self Image

By Nikki Viljoen of Viljoen Consulting (Pty) Ltd 

Dr Joyce Brothers says “An individual’s self-concept is the core of his personality.  It affects every aspect of human behaviour, the ability to learn, the capacity to grow and change.  A strong positive self-image is the best possible preparation for success in life.”

This just reminds me how many thousands, in fact, millions of people throughout the world there are, who live with little or no self-esteem.  It reminds me of the damage that parents have inflicted on their children or that teachers have inflicted on their students or employers on their employees.  Even sadder, I see on a daily basis how we, as individuals, not only drive self-esteem from the lives of our colleagues and friends but also from our own hearts.

A few years ago I employed a young lady who I put through a bookkeeping and later on an accounting course.  Although extremely bright and intelligent she had not completed matric due to circumstances beyond her control.  Having left school a number of years before I met her, I was pleased with her agreement to “go back to studying” and very proud of the commitment she had made.  I was so excited about this undertaking that I told everyone who would listen.

She was devastated and insulted!  Her take on this was that she had to “go back to school” because she was stupid.

Sadly there are many similar stories such as this one and I was recently reminded of this just last week.

A friend of mine had entered a dance competition.  She was nervous and excited as she watched some of the other contestants dance.  Her turn came and she executed all her dance moves with elegance, passion and precision.  Chatting to her later, while we watched some more of the contestants, she was again extremely nervous and very critical of her performance.  I pointed out to her that the lady who was dancing at the time was “out of sync” with the music, her music, in fact, did not match or compliment her costume and her movements were not fluid but stiff and unyielding.  My friend turned to me, the pain evident in her eyes and said something along the lines of “I don’t see myself the same way that you see me.  I don’t see myself the way anybody else sees me!”

Here is an intelligent, beautiful woman, with her whole life before her and the world at her feet, who does not see her talent or her potential, who does not see her “worth”.  My heart went out to her and I was suddenly angered at the person or persons who had caused this pain and damage to her.  Her perception was one that she was not worthy, that she was not good enough and this had created her reality.

The true reality is that she will, in all probability win the competition – she’s that good!  The true reality is that she is incredibly talented and her potential is huge and she is limited only by her own perception.

The lesson here today is that we, as individuals need to be positive, not only in our own lives but also in the lives of the people whose lives we touch.  We need to encourage and uplift the people around us.

In essence, we need to let them look at themselves through our eyes.

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 - A Job is Just A Way to Pay the Bills

 HR 101 - A Job is Just A Way to Pay the Bills

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

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

Would you believe me if I told you that for millions of employees out there, not only in South Africa but also all over the world, they think that “a job is just a way to pay the bills’”

How sad is that – and I am saying that from experience!  There have been moments in my life when I felt trapped in a job that I did not particularly enjoy but, hell it paid the bills, and I was too scared to walk away from it because to some extent, it was a comfort zone.

What about your staff – are they passionate about what they do or is it for them, “just a way to pay the bills”.

Wait a minute, let’s look at this from a different perspective – as employers, are you hiring people “just to get the work done, or fill a gap” or are you hiring people who have every intention of becoming skilled in whatever job they are in, in order to make it into a career?  Do you encourage your staff to move in the direction of making, whatever it is that they do into a career?

Again, I speak from experience when I tell you, you need to hire someone who wants to make something of their lives, people who are passionate about being the best that they can be in whatever field that they are passionate about – be it as the tea lady or the cleaner or the warehouse worker or the accountant or the salesperson.  If you want them to do whatever the job requirements are to the best of their ability, with passion, with thought and with love – then don’t be hiring someone just because they look good or because at a push you can “squeeze” them into whatever you think the job you have on offer is.  I promise you all that you will bring upon yourself is irritation, challenges and often loss of sales, stock, clients and even money, never mind respect.

Your employees need to see what the opportunities the job you have on offer are, they need to see that they will grow as individuals and they need to see that you will train them properly (or help them get trained properly) and in return, they will, more often than not, serve you well.  

Staff who are not passionate about what they do, won’t be passionate about your business, which means they will not perform well, which means that productivity will be shot to hell and the quality of their work will be “just enough to get by” and all of this will impact on your business, your sales figures, your clients.

So think carefully when you hire staff – think about what they can do to your business or for your business.  Choose wisely – the success of your business may actually depend on it.

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

HR 101 - A Job is Just A Way to Pay the Bills

 HR 101 - A Job is Just A Way to Pay the Bills

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

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

Would you believe me if I told you that for millions of employees out there, not only in South Africa but also all over the world, they think that “a job is just a way to pay the bills’”

How sad is that – and I am saying that from experience!  There have been moments in my life when I felt trapped in a job that I did not particularly enjoy but, hell it paid the bills, and I was too scared to walk away from it because to some extent, it was a comfort zone.

What about your staff – are they passionate about what they do or is it for them, “just a way to pay the bills”.

Wait a minute, let's look at this from a different perspective – as employers, are you hiring people “just to get the work done, or fill a gap” or are you hiring people who have every intention of becoming skilled in whatever job they are in, in order to make it into a career?  Do you encourage your staff to move in the direction of making, whatever it is that they do into a career?

Again, I speak from experience when I tell you, you need to hire someone who wants to make something of their lives, people who are passionate about being the best that they can be in whatever field that they are passionate about – be it as the tea lady or the cleaner or the warehouse worker or the accountant or the salesperson.  If you want them to do whatever the job requirements are to the best of their ability, with passion, with thought and with love – then don’t be hiring someone just because they look good or because at a push you can “squeeze” them into whatever you think the job you have on offer is.  I promise you all that you will bring upon yourself is irritation, challenges and often loss of sales, stock, clients and even money, never mind respect.

Your employees need to see what the opportunities the job you have on offer are, they need to see that they will grow as individuals and they need to see that you will train them properly (or help them get trained properly) and in return, they will, more often than not, serve you well.  

Staff who are not passionate about what they do, won’t be passionate about your business, which means they will not perform well, which means that productivity will be shot to hell and the quality of their work will be “just enough to get by” and all of this will impact on your business, your sales figures, your clients.

So think carefully when you hire staff – think about what they can do to your business or for your business.  Choose wisely – the success of your business may actually depend on it.

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

CPA – Consumer Complaint Procedure – Part 1

 CPA – Consumer Complaint Procedure – Part 1

By Nikki Viljoen – Viljoen Consulting (Pty) Ltd 

Please note that this pertains to South African Legislation.

Much has been written and said about the CPA (Consumer Protection Act) that was introduced to South Africa in 2008.  Many have seen it in a positive light (and I am included in these), but many have seen it in a negative light.  Regardless of how you choose to see it, the very real and harsh reality of the matter is that it will affect you and have an impact on your life, one way or another.

Let’s face it, we have all, at one time or another had a bad shopping experience and have felt frustrated and abused or even bullied by a supplier – I know I have, but now you can actually do something about it.

Let’s go through the process together.

Firstly there are three different types of solutions to your consumer complaint.  They are:-

Class Actions;

Damages; and

Discriminations (remember though that discrimination complaints can be brought to, both the Equality Court or the National Consumer Commission, who will, in turn, refer it to the Equality Court).

Now, let’s go through the process one step at a time.

The first thing that you need to do if you have a complaint about a product or service is to approach the service provider.  Obviously, if you can resolve the problem at this level, between the two of you, this would be first prize.  Remember to document everything as this will obviously assist.

There are, of course, some suppliers who will not be willing to play their part in the dispute negotiation and so at this point, you would need to refer the matter to the DRA (Dispute Resolution Agent), who will attempt to resolve the matter in a fair and impartial manner, through an ADR (Alternative Dispute Resolution) process.  Remember, the more information that you give them, particularly documented, the easier it will be for them to prove or disprove the situation.

From there, so-called “minor matters” will go to a provincial office, where the dispute will be forwarded to the Provincial Consumer Courts.

At this point, it will become the responsibility of the Commissioner or the Tribunal to resolve the matter.

At this level, each complaint will be thoroughly investigated by the National Consumer Commission, who will, in turn, refer cases to the Consumer Tribunal.

The buck stops with the Consumer Tribunal who have the authority to decide whether the Consumer Act has been contravened or not.  They can and will, order changes in the practice of “how things happen” in the supplier’s business or they could also make the supplier pay a fine or even implement a process in the supplier’s business to ensure that things happen differently next time.

As you can see, this is quite an onerous, complex process – so don’t be thinking that it will take all of five minutes.

The bottom line of course is that finally we, as consumers have a voice that we can make heard.  Conversely, if we are service providers who don’t do things properly, our clients too, have a voice that can now be heard.

As usual, though it is a process that has to be followed correctly, so again, please understand that it will not happen overnight and if you are a “knee jerk” type of individual like I am, you will have to wait patiently while the wheels of justice turn.

You also have to understand that the CPA is not something that is unique to South Africa, it has been introduced in several countries across the globe, so it’s not the S A Government out to get you.  

Next time we will continue with the process.

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/2019/04/cpa-101-consumer-complaint-procedure-part-2/

Part 3

http://www.viljoenconsulting.co.za/2011/10/cpa-101-consumer-complaint-procedure-part-3/

Networking 101 - Some More Networking Tips for Introverts

 Networking 101 - Some More Networking Tips for Introverts

By Nikki Viljoen of N Viljoen Consulting (Pty) Ltd

Following on from last week’s offerings on Networking for Introverts, here are some more tips for other Introverts.

When I first started Networking for my Business, I was like a kid with a new toy.  If there was a Networking event, I was at it.  I could not get enough!  Not only would I be at every single networking event, but I would also scurry around frenetically trying to touch base with every single person at the event.  I wanted every single person’s card or contact details because each person, each card, each contact detail was an opportunity.  It was madness personified!

Many of the individuals were not really interested in meeting with me but felt obliged to give me their business cards or contact details.  When I contacted them to set up a meeting, they hummed and ha-ed and finally agreed to a meeting and then on d-day, despite me having confirmed the meeting, they just did not pitch!  It wasted time for both of us and a somewhat disillusioned me!

You see, the bottom line is that not everyone “gets” the whole networking concept and as the old saying goes, you can lead a horse to the water, but you cannot force it to drink.  In my enthusiasm, I had automatically assumed that everyone would be as excited about networking as I was.  Well, they aren’t – so deal with it, get over it and move on!

Nowadays, I am a lot more sedate about networking.  Don’t get me wrong, I am still as passionate about it as I ever was – I just look at it and deal with it a whole lot differently.  

I no longer feel the need to attend every networking meeting on the planet – two or three a month are more than enough.

I no longer feel the need to obtain every single participating person’s business card or contact details.  Now I “cherry-pick” a few individuals who I think I may either have synergy with or who I feel “drawn” to meet (yes I go with my gut feel!) and I touch base with those who seek me out.

I no longer get stressed out if people don’t pitch for a meeting, now I take work along with me and get on with it, recognising the fact that everyone is not automatically on the same page as I am.

My diary is still full with meetings sometimes booked as far as two or even three months in advance, but I no longer have this intense need to make a difference in someone’s life.

You see, building relationships takes time and commitment, and although networking gives you a foot in the door, the relationship still needs to be built and that is not something that should be rushed, and quite frankly running around frenetically is not only exhausting, but it is also very time-consuming.

So take your time, accept your limitations and the limitations of others.  Go to fewer events but make them quality events.  Meet with fewer people, but make sure they are people who value who you are and what you do and make those meetings count and finally, be gentle with yourself, don’t push yourself too hard and too fast.

Oh . . . . . and 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 www.viljoenconsulting.co.za