Archive for October, 2008

A manuscript entitled “Ways Your Business Can Use Direct Mail” has been produced and released by the United States Postal Service. This is a testament to the advantages of direct mail advertising for many types of businesses in Miami FL and anywhere in the United States. The document can help companies maximize the advantages of direct mail advertising for their own growth. It tells them how to use postal services effectively for business mailing services and bulk mail advertising and marketing. If a company does not have enough people to do fulfillment services like presort services for catalog mailing, it can hire the services of a professional mail house to do this.

More than $31 billion dollars are spent on direct mail advertising every year by companies in the United States, including companies in Miami FL. This data is also from the United States Postal Service. Direct mail advertising is preferred by companies because of its better cost effectiveness as compared to other advertising and marketing campaigns. While other campaigns are more general, direct mail advertising can zoom in on specific individuals in Miami FL , for example, who correspond to the exact criteria of a campaign. The revenue brought in by every dollar spent is, therefore, superior.

The United States Postal Service points out that business mailing services can be tweaked according to the business needs and direct mail advertising and marketing campaigns of various types of companies including manufacturers, retailers, service companies and professionals. They can be designed to meet the needs of certain locales, too, like Miami FL.

Business mailing services can be used by manufacturers to announce their new product offerings to their existing distributors and clients. When current customers learn of new products from a company they are already patronizing, the tendency is to also try the new products since they already trust the brand. In fact, the current customers would appreciate such information, as well as information on product upgrades and new accessories for existing products. This translates into more sales and higher revenue. Product samples could also be mailed.

Business mailing services can be used by retailers to inform their target market of new products as well as special offers and important news such as changes in shopping hours. Postcards containing incentives like discount coupons or early news of a sal can be sent to preferred loyal customers. A catalog mailing campaign is also very appropriate to increase sales of retailers.

Business mailing services can be used by service companies for both long term clients and prospective customers. The companies could send newsletters to strengthen their relationship with old customers and to entice new customers and establish a relationship with them. The newsletter should be useful to the target market, filled with news on the service industry and tips in relation to the service. Service companies could also send incentive postcards. Another strategy would be to exchange mailing lists with a complementary service that shares the same target market. A massage spa could, for example, exchange mailing lists with an aromatherapy store.

Business mailing services can be used by professionals to strengthen their credibility and increase the trust level of their clients in them. They could send out newsletters with informative articles and news related to their profession, including changes in their staff or office hours. They could also send out promotional flyers or brochures.

If the United States Postal Service itself is endorsing the advantages of direct mail advertising for businesses in Miami FL and all over the United States, perhaps it’s time your business should profit from it. You can design your own direct mail advertising and marketing campaign for Miami FL.

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The Business

Ron Cherry, a ref that calls it like he sees it. See how he explains this penalty during Maryland vs North Carolina State.

REQUESTED BY TAYLOR (: Lyrics to Misery Business: I’m in the business of misery, Let’s take it from the top. She’s got a body like an hourglass it’s ticking like a clock. It’s a matter of time before we all run out, When I thought he was mine she caught him by the mouth. I waited eight long months, She finally set him free. I told him I couldn’t lie he was the only one for me. Two weeks and we caught on fire, She’s got it out for me, But I wear the biggest smile. Whoa, I never meant to brag But I got him where I want him now. Whoa, it was never my intention to brag just steal it all away from you now. But God does it feel so good, Cause I got him where I want him now. And if you could then you know you would. Cause God it just feels so, It just feels so good. Second chances they don’t ever matter, people never change. Once a whore you’re nothing more, I’m sorry, that’ll never change. And about forgiveness, we’re both supposed to have exchanged. I’m sorry honey, but I’m passin’ up, now look this way. Well there’s a million other girls who do it just like you. Looking as innocent as possible to get to who, They want and what they like it’s easy if you do it right. Well I refuse, I refuse, I refuse! Whoa, I never meant to brag But I got him where I want him now. Whoa, it was never my intention to brag just steal it all away from you now. But God does it feel so good, Cause I got him where I want him right now. And if you could then you know you would. Cause God it just feels …

In order to see if your business is indeed bringing in your wanted profits, you need to monitor your business. However, it is quite daunting for you to constantly check everything yourself. Thus, you need to set up your own business management system.

Setting up such a system can be very easy. However, depending on the size of your business, the actual system may range from simple pen and paper record keeping to whole computer networks keeping track of every branch of your business. Also, you will find yourself changing from one system to another to cope with your demands.

The first step in setting up a management system is determining the individual sections that you need to include. Note that, although you need to monitor every part of your business, not all need to be put under a management system. This is to make the set-up simpler, since some tasks can be handled easily even if not part of your management plan.

The most important parts of the business that you need to focus on are accounting, personnel management and financial matters. These are the ones that play a big part in business operations. You need to determine the size and scope of each area before you can set up an efficient system. Hiring business consultants can help you in identifying these more correctly.

Once you have identified this, you then need to devise the actual management system. This includes deciding on what method to use, implementing it and checking its progress . As have been said before, your decision will be determined by the actual scope of the areas that needed to be covered.

However, you also need to consider if you have the resources to implement such a system. For example, if you don’t have that much money to buy a computer, you will have to stick with pen and paper spreadsheets to do your accounting work. On the other hand, if your business is quite large or has several branches, it would be a good idea invest in a computer system.

Once implemented, you need to maintain the system in order for it to work. Again, with a small business, you can take this task to yourselves. In a larger one however, you will need to hire additional personnel to take over these duties. Remember that you also need to take this into account when planning beforehand to avoid running into problems during implementation.

The last thing that you need to do is assessing the performance of the system. You need to keep a regular report of the business’ progress in order to determine if the management system is indeed working. If you find that something is not going according to your plans, remedy them immediately to avoid the larger problems that they might bring.

Top Ten Tips To Build a Superior Service Culture

Another Customer Service Training Article from Ron Kaufman

1. CREATE A UNIQUE SERVICE PHILOSOPHY

Promising to provide “excellent service” is no longer enough for your customers or your staff. Excellent at what?

Excellent service in a hospital is warm and caring, but that’s not what you want at a computer store or car wash. Some restaurants are fast and inexpensive, but that may not be what you want when you go out for dinner.

The Japanese have twenty different words for “quality” – each with a different meaning: durability, craftsmanship, design, efficient use of materials, packaging, presentation and more. Your customers have as many different words and meanings for “service”.

Find out what version or style of service your customers VALUE most, and then match your service philosophy to meet their needs.

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2. CONSTANTLY EXPLAIN AND PROMOTE YOUR SERVICE PHILOSOPHY

Build it into your Mission, Vision and Values, your newsletter, training, recruitment, orientation and rewards program.

Singapore has been working for years to upgrade service skills and uplift the service mindset in the nation. There is even a national movement called “GEMS: Go the Extra Mile for Service”.

But service providers also need uplifting goals and a motivating rationale. So we wrote the “Singapore Service Champion’s Pledge”.

Take a look at http://www.UpYourServiceSingapore.com

You are welcome to adapt this Pledge for yourself, your group or your organization.

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3. HIRE PEOPLE WHO ARE COMMITTED TO YOUR SERVICE PHILOSOPHY

Everyone must be committed to live your service values every day.

UP Your Service! College has three core values. You can read them at www.UpYourServiceCollege.com

As the College grows, Sim Kay Wee coached me to insist on new staff alignment with these values. He warned that high-performers who are not aligned with the values can damage your reputation and hurt the morale of your team.

So what do you do with a high performing salesperson or brilliant technician who behaves contrary to your values?

You help them change, or let them go.

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4. ORIENT YOUR NEW STAFF TO SUPERIOR SERVICE

Texas Instruments conducted an experiment to measure the impact of new staff orientation. One group got the usual induction: workplace rules, employment benefits, office equipment, passwords.

A similar group received the same, plus two months of occasional meetings with service leaders, top customers and senior managers.

Twenty years later the two groups were compared. The second group scored higher in every category, including positions, promotions, pay, longevity and contributions to the company culture.

Make the early investment. Make sure new staff experience the best of your service culture in action during their first months on the job. Buddy them with your best service providers. Introduce them to your best customers. Take time to mentor, manage and motivate the new service players on your team.

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5. CONTINUOUSLY TRAIN AND RETRAIN YOUR SERVICE TEAM

When you train someone to use a software package, they tend to get better over time. When you train someone in a technical procedure, their performance will improve the more they use it.

But why does “customer service training” tend to wear off? Why do customer service workers need continuous training and retraining?

Because providing customer service requires that you work with other people, not only with software and procedures. Other people can get angry, or be in a bad mood, or simply not appreciate your efforts and the service you provide.

That means “wear and tear” on the service provider. That’s why top service organizations continuously train and retrain their team members and support them with a robust service culture

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6. RECOGNIZE AND REWARD SERVICE PROVIDERS

In a strong service culture, “recognition and reward” must come frequently from the company. Why? Because it doesn’t come very often from the customer.

A service provider who calms an angry customer, listens patiently to his complaint and acts quickly to resolve the issue surely deserves appreciation. But how often does an angry customer say, “You did a great job of calming me down and taking care of my needs. Thanks for such great service!” (Answer: Not very often.)

Recognition is a powerful form of reward. Salespeople respond to financial incentives. Product engineers work hard to prove a new technology. But most service people are “people people”. Personal recognition from their managers and peers means a lot.

Recognition can be given many ways: in private or in public, in person or in writing, with or without a physical or financial component.

Recognition can be given to external service providers, for most customer compliments, extra-mile efforts, best service recovery.

Recognition can also be given to internal service providers, for most improved department, most helpful colleagues, best effort to upgrade service, systems or standards.

Recognition can be given to others, too; best service from a supplier, most appreciative customer, most helpful and responsive government agency, most supportive family members at home.

Want your team to give better and more creative customer service? Then get better and more creative with your service recognition and rewards!

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7. BRING THE VOICE OF YOUR CUSTOMER INTO YOUR ORGANIZATION

In a strong service culture, everyone understands what customers need and value. They know what customers want to achieve; their hopes, dreams and ambitions. They know what customers want to avoid; their concerns, anxieties and fears.

Excellent service providers know that all customers are not alike. And they know what each type of customer prefers, and their priorities, in different service situations.

This deep understanding of customers does not happen by chance. It comes from bringing the voice of your customer deeply into the organization, and bringing members of the organization frequently to your customers.

Customer contact should start from the very beginning. Southwest Airlines involves loyal customers in their staff selection process. Singapore Press Holdings sends new staff to interview customers during their management orientation program. Emirates Airlines invites new and old customers to participate in company activities, staff service awards and other special events.

Customer complaints and compliments are the real-time voice of your customer. These outspoken comments should be heard throughout your organization.

Singapore Airlines publishes customer compliments and complaints in every issue of their monthly newsletter. Compliments boost morale and remind everyone what actions must continue. Complaints are even more carefully read! Every staff member reads each month what must be changed, updated or improved.

There are more ways to bring the voice of your customer into the body of your organization. * * *

8. CREATE & SUSTAIN A SUCCESSFUL SERVICE SUGGESTION PROGRAM

A superior service culture requires a constant flow of good ideas to improve internal and external service. Everyone in your organization can be a potential contributor.

But how many people will take the time to think through and then submit their best ideas?

In many places the “Staff Suggestion Program” has earned a bad reputation. It’s the empty “Suggestion Box” hanging on the wall. It’s the “Suggestion Hotline” that no one ever answers. It’s the mandatory requirement of “one idea per person per month” that rips all spontaneity out of the process.

It doesn’t have to be this way.

Leading service organizations create more effective programs. Here are some best-practices you can use:

1. Give your suggestion program an appealing name. Singapore Airlines calls theirs “Staff Ideas in Action”, or S.I.A. That’s the same acronym for the airline itself.

What is your program called?

2. Make it easy to submit a suggestion. Put “Suggestion Cards” and collection boxes in the pantry, lounge or cafeteria. Set up a web page or blog with examples of previous suggestions. Dedicate an e-mail address. Set up a voice recorder and publicize the telephone number.

How many channels do you have open right now?

3. Set up categories to help people think with greater focus: Improving Customer Service, New Service Idea, Rewarding Loyal Customers, Recapturing Lost Customers, Better Internal Procedures, Welcoming New Staff, Saving Company Costs, Boosting Sales, etc.

When was the last time you asked for suggestions or ran a contest on any single topic?

4. Respond to suggestions quickly. If the answer is no, say so. If the answer is yes, say “by when”. If the answer is maybe, then provide an explanation.

If your staff submitted a suggestion last week, are they still waiting for an answer?

5. Publicize the suggestions you receive, and your responses. Each idea can lead to more ideas. Every response can trigger new and better thinking.

Where are the best suggestions you received in the past six months? Posted on the Intranet, or buried in a file?

6. Reward great ideas. Give $50 for the best idea, $20 for second, and $10 for 3rd, 4th and 5th. Want to accelerate the process and completely shift your culture? Then give out these awards every week! And celebrate your winners with more than money; them give recognition, prizes and praise.

How much have you spent to encourage and celebrate suggestions in the past 12 months? If you double that amount, would you get more than twice the value?

7. Implement good suggestions quickly. Nothing makes staff feel more powerful and effective than seeing their own good idea come to life.

Can you name three changes in the past three months as a result of staff suggestions?

8. Invite customers and suppliers to participate in your program, and reward them along with the staff.

Wouldn’t your customers and suppliers have a different point of view? When was the last time you asked for their suggestions?

Are there more ways to build a successful suggestion program where you work? Of course there are. What’s YOUR best suggestion?

* * *

9. WALK THE TALK. LEADERS MUST BE EXAMPLES OF EXCELLENT SERVICE.

It is essential that leaders, managers and supervisors be SEEN giving excellent service to customers and to staff. Employees may know the Vision, read the Mission and memorize the Values, but they will only BELIEVE in your service culture when they see it and hear it from the people at the top. (And they will mock your proclamations if they don’t.)

The manager who tells the team “Get out there and serve!” while he stays comfortably in back is not a service leader at all. The real service leader gets out on the frontline to help whenever she can, especially when times are busy, customers are angry or staff are overloaded.

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At a leading hotel in London, the General Manager spends one day every three months dressed in a bellman’s uniform and doing the bellman’s job. Here’s what happens:

1. The General Manager meets customers in a completely different way. He asks real questions, and gets honest answers. The bellman hears a lot of unvarnished feedback that guests may be reluctant to share with the General Manager.

2. The General Manager gets a first hand taste of what it’s like to work on the frontline. He wears the uniform, stands by the door, carries the bags, and eats in the staff cafeteria. This first hand experience means small things that might irritate staff get noticed quickly, and fixed quickly.

3. Most of all, the hundreds of other staff working in the hotel see their General Manager doing frontline work with dignity and respect for the customers, and their colleagues. This respect is returned with a shared dedication to providing superior service.

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The country of Singapore is striving to upgrade quality service and improve the image of service providers. Singapore wants “giving service to others” to be embraced as a noble profession.

This is important because Singapore’s future is a service future. Many manufacturing and back-office jobs have migrated to China, India and other lower-cost locations. Meanwhile, more resorts and entertainment, universities, financial, research and medical facilities are coming to Singapore.

To motivate local service providers and encourage professional pride, service awards are given every year; Gold Awards, Star Awards, Extra-Mile Awards.

After each awards ceremony, the service winners enjoy tea with top government leaders. There are many smiles for TV cameras and photographers from the newspaper.

Here’s one way Singapore’s leadership could “walk the talk” and shift the national attitude towards service overnight:

At the next awards ceremony, have top Government Ministers “serve tea” to the frontline service award winners.

This simple gesture of respect from the very top to the very best at the frontline of service would make everyone in the nation take notice. It would become a national talking point and a terrific example of the nation’s most senior leaders “walking the service talk”.

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What is your best idea to “walk the service talk”? How can you build a stronger service culture where you work?

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10. CREATE RITUALS TO REINFORCE YOUR SERVICE CULTURE

Every strong culture has rites and rituals. These activities anchor individuals to the collective and reinforce what the group deems acceptable, admirable and important.

Think “National Day”, “religious service”, “dining habits”, “wedding ceremony” and “tribal dance” to see how deep, diverse and enduring our rituals can be.

World-class service organizations create strong rituals to constantly reinforce the importance of providing excellent service.

At Raffles Hotel, the daily “line-up” briefing is not to remind waiters about what’s on the menu. It’s a daily ritual to reinforce SERVICE as the main ingredient of their success.

At Singapore Airlines, the “round-up” with cabin crew before each flight is not to remind them where the plane is going. It’s a carefully scripted, participatory ritual requiring every member to offer a SERVICE tip and commit themselves to fulfill it.

At World of Sports, a brass bell hangs near the cash register. A colorful sign invites customers delighted with the service they received to “Ring the Bell!” and express their satisfaction. Every time that bell rings, this customer-involving ritual reinforces the staff’s passionate commitment to SERVICE.

One business manager told me her staff enjoyed when someone left the company because everyone held a “going away” party in their honor. What kind of cultural reinforcement is that?!

A more constructive ritual would be to hold a party welcoming new staff members. Or a gathering to acknowledge staff members on their anniversary of joining the company, thanking them for giving another great year of SERVICE.

There are many ways you can reinforce your culture with rituals: “Service Hall of Fame”, “Compliment of the Month”, “Service Provider of the Week”, “Uplifting Service Awards”, “Dinners with Our Service Winners”.

You create it, you name it, and you build it up by repeating it again and again.

Do you want a stronger service culture where you work? Then create better rituals to promote and reinforce your SERVICE.

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Want bring your business international?

It’s easier than you think with a Manhattan virtual office from VH International Business Solutions!

Do you have big plans for your business? Of course you do! The Internet has made it easier than ever to market to a global audience so why wouldn’t you take the opportunity to expand your business? It’s a fabulous idea but many business operators have found that while they can reach prospective clients all over the world with their advertising, getting overseas clients to advance to the stage of placing an order is a different matter, particularly if you don’t have any overseas offices. Here are three of the main reasons for their reluctance:

1. People like to shop locally. This can apply to corporate clients as well as individuals.

2. When you’re ordering from an interstate or overseas business, there’s a nagging doubt that you’ll receive the product or service promptly. When you don’t have a street address people can relate to they can have difficulty forming an opinion on the size and professionalism of your business. When in doubt, they’ll revert to a local supplier.

3. Credibility – if the business is run predominantly online, is based overseas or interstate and has no street address displayed, it raises doubts as to whether it is a legitimate operation. At the very least it raises the concern that if you pay your money and your product or service doesn’t arrive there is no way of tracing the perpetrator.

Of course, setting up physical offices overseas is a major expense and one that is out of reach for the majority of business operators – but there is a viable alternative. A Manhattan virtual office from VH International Business Solutions is your answer. Starting from just $25 a month you can have a Manhattan office. You’ll be able to use the prestigious office address, and have mail sent to your Manhattan address and forwarded to you. You can even take advantage of a Manhattan phone number that diverts to your number or to a message service. Live call answering is also available for your overseas Manhattan office! And if you’re ever in the situation where you need to meet clients in Manhattan, you’ll be able to book office space to use at your physical Manhattan office address.

If you’re planning to go international, a Manhattan virtual office will get you off to a great start without costing you a fortune.

www.weforum.org 29.01.2010 “Management is doing things right; leadership is doing the right things.” – Peter F. Drucker (1909-2005) What are the pressing global, industry and societal issues that business leaders must address in the wake of the “Great Recession”? Stephen Green, Chairman, HSBC, United Kingdom Rosabeth Moss Kanter, Arbuckle Professor of Business Administration, Harvard Business School, USA; Global Agenda Council on the Role of Business Indra Nooyi, Chairman and Chief Executive Officer, PepsiCo, USA; Member of the Foundation Board of the World Economic Forum; Global Agenda Council on the Role of Business Eric Schmidt, Chairman of the Executive Committee and Chief Executive Officer, Google, USA; Co-Chair of the World Economic Forum Annual Meeting 2010 Wang Jianzhou, Chairman and Chief Executive, China Mobile Communications Corporation, People’s Republic of China Chaired by Robert Greenhill, Managing Director and Chief Business Officer, World Economic Forum

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After World War II, Cleveland was booming, thanks to its leadership role in heavy industry and a business-friendly climate. Today, the citys high taxes and onerous regulatory demands make it nearly impossible for new businesses to set up shop while choking the life out of existing companies. While relatively laissez-faire cities such as Houston are growing even during the current recession, Cleveland remains stuck in a rut. How can city officials make the city a more welcoming place for entrepreneurs to thrive? Reason Saves Cleveland with Drew Carey is written and produced by Paul Feine; camera and editing by Roger Richards and Alex Manning; narrated by Nick Gillespie; music by the Cleveland band Cats on Holiday. This is the fourth of six episodes that will air March 15-19, 2010. Approximately 10 minutes long. Go to reason.tv for iPod, HD, and audio versions of this video. Subscribe to Reason.tv’s YouTube channel and receive automatic notification when new videos go live.

Having a successful home based business is a truly wonderful experience and most home based business operators have no desire to move into office space at all – but the fact is that having an office address can give your business greater credibility and the illusion of being a more professional operation, and boost your turnover. Most home business operators could use a little of that!

The good news is that you can have it all. For less than $30 a month you can have a New York virtual office, from VH International Business Solutions, at a fabulous street address that you’ll never have to go to. For a little extra you can have a New York telephone number that will divert to the comfort of your home or a message service from which you can collect your messages when it suits you.

Imagine having a prestigious New York office address, a New York “presence” for your home based business – and still being able to slide out of bed just when you like, eat a leisurely breakfast then stroll into your home office dressed just as casually as you like. You’ll check for messages from your New York office, then get to work!

You’ll be able to use your New York business address on your cards and website, giving prospective clients an excellent impression.

If you have prospective clients in New York you can even arrange to meet them at your virtual office address! Simply book an office for the nominated time and set yourself up comfortably in there – your clients will be greeted at our reception area and escorted to your office. When you’re done, it’s back home to the casual clothes and flexible time schedule you’ve come to love!

Seriously, who’d want to work in an office full time when you can have a home based business and a New York virtual office from VH International Business Solutions?

discussing financial regulatory reform and the Fed

For businesses that do not have the necessary skill to manage bookkeeping and accounting services correctly, outsourcing bookkeeping services can be of great use.

Outsourcing bookkeeping companies who are expert to manage such bookkeeping and accounting tasks uses the latest technology, bookkeeping software and accounting tools in order to offer reliable results.

In general, bookkeeping services tasks includes recording business assets, liabilities, income, and expenses in the daybooks, journals, and ledgers chronologically. No matter your business is big or small, you require professional and expert bookkeeping services to manage records.

For small businesses, it is often an annoyance to find a qualified dedicated in-house bookkeeper at realistic rates. In such scenario, it is always helpful to outsource it to certified bookkeepers that will offer more precise bookkeeping and less year-end pains at the time of tax preparation.

Without doubt, bookkeeping services are in reality boring in nature and time consuming. Though, you cannot afford to take it lightly because it is vital for your business. It mirrors the accurate financial position of any business. In order to run a successful business organization, you must have to keep a proper financial record of all income and expense related to your business. Also, all the records need to be updated periodically.

Outsourcing bookkeeping service providers are skilled and able to handle all kind of bookkeeping and accounting software available in market. Thus, it is a wise idea to outsource the bookkeeping. By outsourcing bookkeeping, you will enjoy benefits like reduced cost of labor, more flexibility, and better quality of work.

Most of the businesses today are outsourcing their bookkeeping and accounting because it assists them to handle their books in an organized manner at low costs. Furthermore, existing employees can be used more effectively.

All businesses regardless of size can make use of outsourcing services. Actually it is the best option to focus on core business activities.