Consider students for work experience
March 14, 2010 - 10:48 am
It is easy to become submerged in the day to day work of keeping a business going. The continual pressure to achieve things focuses the brain on nothing else and makes stepping back to get the overall view harder.
Shortly, schools will be asking employers to provide two weeks work experience and it might be worth giving this at least two minutes thought before dismissing the idea.
If you have a member of staff they may be prepared to take a student under their wing for two weeks. Your employee will get a bit of help and might be glad of the company.
The school will be glad of the placement and your firm will gain a brownie point for doing its bit in the community. If it is difficult to look after the student on a particular day your local virtual office may be prepared for them to sit with the receptionists to get a good idea of providing customer service.
There is no doubt that this will need the investment of some time, and the student will need supervision to ensure their safety. The payoff though, will be exposure to new ideas and attitudes.
Your own staff (or those of the virtual office) will develop as well. Taking responsibility for someone is a useful skill and training someone in even simple tasks often results in questioning whether there is a better way.
A little bit of ‘feel good’ never does any harm and anything which encourages you and your staff to review the way things are done is always useful.
Plan for time off at Easter
March 13, 2010 - 3:31 pm
After a long dark winter, the warmer longer days generally make people happier. This really is the time for renewal, optimism and enthusiasm so make the most of Spring and the first Bank Holidays of the year.
Easter Sunday is one day of the year that large shops are not allowed to open so take advantage of this and find a real way of relaxing. A brain cleared of the clutter that work forces into it will work much better and be more creative.
The good thing is that a virtual office will often remain open over the break, albeit with reduced hours or staff, and over the four day break customers will not be expecting to carry out business.
When you return on Tuesday it is likely that business will still be quiet so take advantage of this. Leave the phone messaging with the virtual office and ease yourself back into the business by working to clear out your own desk and office.
Now is a good time to get rid of things which have been hanging around and which serve no purpose except to get in the way and look untidy. If you have to keep them then they should be filed away ready for the right time.
If you recognise that you are never going to realise a ‘nice to have’ project then let it go. There will be plenty more new opportunities and ideas coming up to consider.
By Tuesday lunchtime you should have an impressively clear office, feel immensely satisfied and be raring to go. If so, treat yourself to a large chocolate egg.
So many ways of wasting time
March 13, 2010 - 10:29 am
There are indeed many ways of wasting people’s time, but running a meeting badly is possibly the worst.
UK meetings generally start promptly so people arrive a few minutes before to settle. The chairman should of course be there sooner to ensure everything is in order – including equipment and refreshments. A conference room attached to your virtual office will have all this arranged.
All participants should make sure that they are free from interruptions by arranging for the virtual office staff to take their calls.
For a meeting called to brainstorm a subject people will expect a general and free exchange of ideas – ranging from bizarre to practical. The agenda will be loose and a general creative approach encouraged.
However, for a meeting with the aim of reaching a decision and choosing between various options, the participants will expect more advance preparation. With this done, it will be much easier and quicker to make judgements on the various courses of action and eventually make a choice.
The worst meeting is one which should be reaching a decision but no-one has been given sufficient information in advance and the chairman starts off by attempting to pull ideas together. This will guarantee that various members will switch off at best, or become destructive and argumentative at worst.
To save time, therefore, and get the best out of people:
• Send out a clear agenda showing the topics for discussion, expected outcomes and preparation needed
• Make sure the room is fit for purpose
• Arrive promptly – and instil this culture in others
• Stay focussed on the agenda
The variants of the English language – be aware of your audience
March 12, 2010 - 2:18 pm
The adverts in an old newspaper show that long ago people were accustomed to read far more wordy stuff than they are nowadays.
In this information technology age the general trend is now for much pithier comments to convey a message.
Attention spans seem much shorter and patience in arriving at the point is considerably less. The result is that if a document is too long winded it will not be read.
When producing marketing material bear in mind the target audience. You might not like its apparently sloppy grammar but anything intended to appeal to young people needs to be written almost in phrases with the minimum of words. Beware that attempting to use words which might appear ‘cool’ may be counter-productive.
Technical marketing can be more detailed, but if it is to appeal it is probably best to make sure that it is well classified and with appendices to provide a ready source of information.
The spoken word is equally important in business. To affect aristocratic tones or street slang would come over as ridiculous.
Receptionists in your virtual office will have a welcoming professional rather neutral voice to ensure callers get the right impression. You will also notice this if you have a meeting in the virtual office conference rooms.
When you give a presentation or having a meeting, using a similar business-like tone and content will be the most productive.
As with much else, being at a level with the customer and mirroring them will help to get the favourable response.
Making up your mind to progress
March 12, 2010 - 10:17 am
When it comes to making decisions common faults that can make life difficult for a business are being too hasty initially, not planning or communicating later on or of changing direction without thought.
Any major decision, particularly one involving significant investment or change of direction, needs careful analysis. So book some quiet time, make sure the virtual office do not put any calls through, and start to consider the options.
For each, draw up a summary action plan to help think around the subject. List the pitfalls, advantages and the financial implications.
You can then make an informed choice between the various options, knowing the risks and potential benefits. At this stage, if have not already done so, consult a friend or colleague. With less emotional attachment they can point out matters you may have missed.
With the decision made, you now have more hard work to make it all happen.
As before, careful and quiet preparation is the key so the virtual office should again take your calls so you can plan.
Treat this as a project and make sure that all concerned know their roles and the timescales. Your job is to monitor the overall picture progressing.
Keep to the plan. After all the analysis and preparation only change course if things are heading for disaster. If an opportunity to improve on the plan appears midway then give it the same careful thought as at the beginning. Latching on to an apparently good idea may not give the best long term result.
Keeping a level head throughout is the answer.
Corporate Social Responsibility – Business in the Community
March 11, 2010 - 4:54 pm
‘Corporate social responsibility’ – these are fine words but on a smaller scale such values are equally important. Communities are usually supportive of their local organisations as they provide employment – either directly or to local suppliers – and income. This gives a customer base that is comparatively easy to service and sell to.
It makes sense then, to nurture this relationship and even for a small business this is simple and need not be costly.
First consider where the organisation is based. If there is a head office then the answer is obvious. If the business uses a virtual office then as that appears on the publicity and this is where the receptionists are employed then this could very well be the locality you should use.
Of course, if there is a factory elsewhere that is known for supplying a particular product then it would be sensible to use this as well as any other office, virtual office or otherwise.
Support can take many forms and may depend on the nature of your product or service. Sponsorship of the local football team would be good fun but is comparatively costly.
Advertising in local community magazines or directories is cheap and is seen as supportive as well as being a source of potential customers. If the product is attractive then providing prizes for local charity or educational raffles can be effective. Offering to speak at a local function could be good for networking.
If you have employees then supporting an organisation they are involved in always enhances the ‘employee relationship’.
Apart from any business benefits local support can be an interesting experience in itself.
Playing it safe; analyse the risk
March 11, 2010 - 10:53 am
Business owners are programmed to take risks – but these should always be calculated and analysed before commitment.
Opening four new shops around the UK or contracting with a factory to make a new product that is unproven in the market can mean an exciting life and these certainly act as motivators for success.
Taking risks on statutory regulations though, is not worth considering as if things go sour they could be fatal to the business and the personal life of the owner.
There is little entrepreneurship or intelligence involved in such false economies as:
• Not putting staff on the payroll
• Not paying tax or NI deducted from staff
• Being uninsured – public and employer liability particularly
• Scrimping on fire, safety and intruder equipment and procedures
• Not registering as being self-employed
• Failing to produce company accounts when required
Being legal is relatively simple and need not be over costly or onerous. Contracting out services moves the administration to others.
Instead of employing a receptionist, a virtual office will handle all calls for a fraction of the cost and without the worry of tax and NI considerations. A virtual office may also delay the need to acquire premises rendering some fire and safety procedures (and building insurances) unnecessary. Accountants will not only handle the book keeping but also provide useful business advice as well as keeping things legal.
The message is clear then: hand over the boring bits and keep the exciting strategic and operational jobs for yourself. Playing it safe can also be more fun.
Dealing with difficult people – watch the professionals
March 10, 2010 - 5:49 pm
When it comes to dealing with ‘awkward customers’, the best training is readily available and, when carried out perfectly, can be magnificent to watch in action.
Any customer service counter in a shop, a surgery reception area or a busy arena ticket office before a popular show is due to start will all be staffed by people who are used to dealing with people focussed on their own needs and being under pressure from such people.
Receptionists in offices, virtual offices or otherwise, shop assistants and others dealing with the public are likely to have a calmer existence but still have to handle aggression, distress or ignorance occasionally.
The ways that these professionals handle difficulties usually involve a combination of:
• Keeping calm and professional
• Wanting to help the customer as far as they are able
• Stating the business viewpoint and working within the guidelines of this
• Telling the customer what their options are if there is a major problem
• Telling the customer how to take the matter further if they are not satisfied
• If necessary calling their manager in and briefing them calmly before the manager takes over
At all times, by remaining calm and informative the assistant projects the professional approach required by the company.
If your business has its own reception or has contracted this out to a virtual office then such members of staff sometimes are put in difficult situations. By using a virtual office, you can be assured of a professional approach because the virtual office does all the staff training for you.
Owners and managers have a lot of skills but learning to deal with people can always be improved and observing the professionals at work is a good start.
The young know nothing, right?
March 10, 2010 - 3:49 pm
It is common for people to assume that young people lack experience and therefore bring little to the business table at first. Indeed, young people may lack traditional business experience but they can bring a fresh approach to a company, particularly when using technology.
If you are asked to provide work experience, do so with an open mind and you may find the time invested more than pays off in other ways.
Alternatively if you have a long outstanding project consider recruiting an undergraduate student for the summer. With careful selection you will take on an enthusiastic person, willing to learn (and earn!) while offering considerable benefits.
Any young person would get the basics of good customer service by working with a professional receptionist. With a virtual office your reception duties may be taken care of but even so, there are plenty of admin duties they can help out with.
You will want something in return though, for providing experience and possibly a salary so give them a project to match their own experience.
If your business needs to engage a younger audience then your student is likely to have a lot of frank feedback. It may be that for a particular campaign he/she could set up a Facebook group for you. If he/she feels the project is worthwhile (and possibly slightly cool) then they may also invite their friends into the group and get the message out.
What the young know is not quite nothing. It’s just different – and potentially very helpful.
Preparing to present – everything at its best
March 10, 2010 - 8:54 am
For any presentation – whether it is to a bank manager or potential customers – the key word for success is ‘preparation’. You must absolutely be on top of what you are talking about. Your body language will tell much more than your words or slide so you have to exude a calm confidence and enthusiasm.
It is almost more important to get the fundamentals of speaking right than the subject matter itself. Actors will say that if things go wrong on stage the last thing to go is their poise. Audiences will not notice wrong lines but will instantly detect panic.
So, find a quiet time, have your calls taken by the virtual office, and rehearse.
Obviously you know the subject and have marshalled your thoughts into coherence.
Practice delivering them until you can proudly enjoy sharing the details.
Some tips towards this include:
• Keep still
• Engage with the audience – this means looking at them
• Smile when appropriate
• Speak clearly without rushing, and naturally with graduations of tone
• Don’t fiddle – keys and pens are dangerous for giving away your nerves
• Know your subject so you could continue without your slides or props if necessary
• Know when to stop
When you are practising you have to visualise the audience and present to these. If you have a PA then run through your presentation with them. Ensure they give frank feedback – it may be painful but it will be helpful in the long run. If you have a virtual office, use it to ensure you have time to concentrate.
Preparation is all; ask any actor.
Be prepared for the worst and trust it never happens
March 9, 2010 - 8:42 am
Businesses can suffer disaster with devastating effect – the owner is likely to survive but the business might not. Having arrangements in place ‘just in case’ is vital.
Drawing up a disaster recovery plan is best done over a period of time and with others’ input as it needs creative thinking.
The starting point is a list of what might happen. For premises, fire and burglary are the obvious risks and the insurance company will have worked with you to minimise these and provide cover.
A shop fronting a main road could be hit by a lorry out of control or a country pub could lose half its access if floods destroyed a nearby bridge.
With a disaster list drawn up, plan what would need to be done for the business to carry on. In the case of a fire, for example, could the records be better protected in the first place? How would the business carry on while it was being rebuilt?
Ensuring continuity should be a primary aim. Being ready to hire a virtual office to have calls and mail diverted to would be an obvious solution. These virtual offices can be found throughout the UK and will take over the communications of your business while you concentrate on the rebuild.
Having duplicate data will be the next priority. If all paper has been scanned, and the system data is backed up regularly, then it only remains to source an emergency network supplier.
Listing the risks with plans for recovery and keeping all under review will help you ‘Keep Calm and Carry On’.
Getting publicity to the right people
March 8, 2010 - 3:38 pm
Marketing is not scientific and it is a difficult judgement between saving advertising money and using it elsewhere in the business, or spending significant sums in the hope that people are aware of the product’s benefits.
There are some basic principles which will help make sure that marketing costs are used as productively as possible:
Firstly, as with almost everything, decide what you want to achieve – whether it is to make people aware of your company or promote a specific offering – possibly at a reduced price, for example.
Consider the target audience:
- having flyers handed out to city commuters advertising a mobile dry cleaning service or gourmet sandwich office deliveries could well be fruitful.
- A Manchester car showroom is probably best advertising on the car pages in the local newspaper.
- Make sure the design will appeal to those it is aimed at
- Decide how much you can afford to spend on a particular campaign and work within this. Small companies have limited budgets and need to stick within them.
Ensure the messages are clear and make an immediate impact:
- What is being offered and its benefits
- Price outlining its value
- Where to get the product
Contact details for product and ordering information:
- website
- virtual office address and phone number (Remember to advise the staff in the virtual office the details of what you are planning.)
At a suitable time afterwards, review the effect and cost of the campaign before planning the next one.
Step out of the fast lane when necessary
March 8, 2010 - 11:38 am
There cannot be many people still working who remember the days when the boss dictated a memo, checked and signed it, sent this off in the post and then waited a week for a reply; even for a relatively trivial matter often requiring just a two line response.
Now, such procedures would consign a business to oblivion faster than a second class stamp. Managers are expected to use technology for fast communications and decision making.
The disadvantage is that it is not always possible to process all the information that is available, yet informed decisions are still expected. The danger is that, despite the availability of data to help inform the process, only a superficial analysis of any situation is carried out and the wrong decision made.
The remedy is clear but a manager needs to be firm:
- Firstly, recognise when time needs to be taken to think or gather more relevant information
- Insist on taking time – despite pressure to do otherwise – to consider the outcomes of the options available
- During serious thinking time ensure that the virtual office staff take all calls to allow the best concentration. If a virtual office is not available, then switch the phones over to voicemail for a short time or do the serious brainwork after office hours
- Leave any major decision at least overnight so the subconscious brain can process what it has taken in
- For important or complex decisions, always remember the overall aim – whether it be a particular outcome or the business mission
Challenge opinions with facts
March 7, 2010 - 8:26 am
Many people make their mind up on a matter and then, no matter how irrational, use this to guide their lives.
They will not use the A449, for example, because it is ‘always full of traffic restrictions’. This is despite the fact that the dreaded cones, which made life hell for 15 months, disappeared over five years ago.
A few moments thought will produce other examples – you may have your own prejudices which are no longer founded on actuality.
Years ago the concept of a virtual office was looked down upon as being the resort of someone who could not afford a proper office, or get a position in a large company.
That is certainly not the case now as being able to provide a full call-handling service and having a professional business address, all at affordable prices, is now seen as an ideal model for many smaller businesses.
Without the major huge investment in a permanent office, and personnel, there is neither long term commitment nor considerable additional employment and service costs to act as a continual brake on the profits.
The virtual office will also provide much better customer service. Calls will be handled personally and, where it is not possible to transfer these, the receptionists will take a message. Customers no longer have to suffer an answer phone, or the dreaded engaged tone.
With a professional reception service, business address and associated serviced offices for occasional hire; virtual offices are recognised as the best solution for a growing number of businesses.
And that is fact. Ask the accountants.
Would a £5,000,000 cash injection change your business?
March 6, 2010 - 8:57 am
Some wealthy individuals seem prepared to fund a political party for very large amounts – presumably for personal benefit, whether that’s a peerage or expected tax advantages.
Businesses are not usually so fortunate – cash injections are pure investments for longer term growth. This is certainly how the bank manager sees a loan to a business start up.
So, whether the amount is £500 or £50,000, a plan needs to be drawn up to show how the money is going to be spent, and what return the investment can be expected over the next five years.
For this it is vital to draw up a detailed set of accounts going forward. A spreadsheet is ideal for this as, for example, a page with a row showing each area of cost and income against 12 monthly columns can be replicated over the forthcoming years. Totals in the bottom line will show the profits and cash flow.
With the outline spreadsheet set up, a new business owner can insert his estimated costs and make decisions, such as whether he can afford an office with its attendant costs. Certainly at the beginning it is likely that the considerably lower costs of a virtual office, with a call answering service and postal address, will help the bottom line result.
The manager can use the spreadsheet to monitor the actual figures against those that have been forecast and, in time, can plan for a head office in the provinces and a virtual office in London.
No five million pound windfall perhaps, but considerably less public scrutiny and more professional satisfaction.
Virtuality takes off
March 5, 2010 - 2:34 pm
Virtual offices have been established for many years. Catalogue and online retailers have been running their telephone sales operations for just as long. Concert and theatre tickets sales are usually handled by a separate agency.
Ringing the number shown in a brochure, flyer, website or sales catalogue in the evening gets an answer from a very courteous and efficient individual, usually working from home.
The system works well and saves organisations money whilst providing better customer service – usually over extended hours.
Airlines have long shared flights or contracted out individual flights to other operators to get economies of scale and avoid half empty aeroplanes.
Faced with a strike which could deeply wound the business, it seems a logical step that a major airline should take every possible step to mitigate the effects of any stoppage. Extending the process of buying in services, from whatever quarter, would be a rational way of keeping the customers.
Requesting volunteers from other parts of the business, chartering other planes and using competitor airlines to take passengers committed to particular destinations are all part of pulling in additional resources on a temporary and cost effective basis.
It may be that the planned action is not needed but it is a nice demonstration of how the concept of virtual offices can be widened and be a sensible means of running the business.
Keeping customers, and giving them the certain customer service they need is as important now as it ever was.
Virtual offices. Virtual airlines. What next?
Not letting go when ‘letting go’
March 5, 2010 - 10:34 am
One of the most unpleasant and potentially costly tasks any manager has to carry out is a dismissal.
Whether the dismissal is for bad behaviour, or because the person concerned is not up to the job, it must be done properly. Following basic procedures and being professional will help contain any emotional undertones. More importantly, it reduces the risk of being sued for unfair dismissal (which in time alone is expensive).
Before starting, get legal advice to ensure that you take the necessary and ‘fair’ steps. A tribunal will assess your procedures as well as well as the reasons for dismissal.
If you work from home, have the meetings in a suitable place. Using a noisy hotel lounge could prove false economy compared with hiring a serviced office from your virtual office provider. If the process is examined by a tribunal it is difficult to argue your professionalism when it turns out your dismissal discussions were overhead by a waitress cleaning the table.
For the same reasons, to maintain your concentration and to be fair to the employee, ensure that the virtual office is taking your calls so you have no telephone interruptions.
Allowing the dismissed person to retain some sense of dignity, however much you may feel otherwise, can ease the process and reduces the chance of a vindictive claim against you.
This is a time when it is necessary to play matters by the rulebook, sticking to the facts and rising above personal feelings.
Remember, you never know when people are going to come back into your life.
Procrastination ideas for those who work at home
March 4, 2010 - 9:41 pm
It’s so easy to put off getting on with the job. In case creativity is lacking here are a few ideas:
• Make a cup of coffee before you start
• Just check your personal emails
• Check your LinkedIn page – this moves you towards thinking about work so feels good
• Remember that you need to drop an email to a friend
• Take the dog for a walk – to help you clear your mind before you get down to it
• Scan the newspaper your just bought for any business leads – this also feels good
• Open your personal post which has just arrived and pay the urgent bill
• Make more coffee before starting work
• Knock up a sandwich so you can work through lunch
• ………..
This is not exactly productive so far.
If you can tick off five or more of the above you clearly are well suited to the freedom of being based at home. Nevertheless you must keep constantly on guard against the temptation to get on with the job.
If you feel that you are letting the virtual office make life too efficient by screening your work calls and passing on the messages at the end of the day then contact them and ask for all calls to be transferred to you. That way the bombardment of junk callers and other timewasters will help keep you diverted.
When you work from home, it is easy to procrastinate and become distracted. Use a virtual office to ensure you are clear of distractions, ensure you have a dedicated place to work and a task list to work through to make sure that your home based business is successful.
Break down a project for success
March 4, 2010 - 1:40 pm
How best to fulfil a large, intricate and wide-ranging project involving many people?
First remember that people differ in how they like to be informed. Some prefer to see the whole picture first of all and somehow assimilate everything into this. Only when they have managed this can they get down to the details.
Others will be put off by the scale of the undertaking and will instantly decide that it is not possible. These are best given the briefest of overviews – in long range idealistic terms – and then moved straight into smaller tasks.
In all cases, though, for a large project to be successful it needs to be broken down into pieces small enough to be realistically achievable.
Someone needs to take an overall view – in larger organisations this is often a ‘steering committee’ – and then the individual projects going towards the whole need to be managed separately. The roles may be shared in a small organisation but they still need to be done.
Any large project needs time and concentration so use your virtual office receptionists to achieve this. They will take calls and pass messages on to you subsequently. The virtual office will also give you an address which could be particularly useful if the project details need to be kept apart from any other business.
With time and attention devoted to the overview and the detailed planning the project should be successfully achieved no matter how long the timescale. Be sure to break your project into small digestible chunks.
Homeopathic treatment for offices
March 4, 2010 - 1:10 pm
To many, homeopathy is a practice of dubious medical value as it makes no scientific sense. Its adherents believe that the repeated dilution of an active substance in water until it is no longer detectable leaves a soluble ‘memory’, which can cure a problem.
Both sides argue strongly and there is some evidence that homeopathic treatments can work – although possibly for purely psychological reasons.
One way a business can cut its costs drastically is to scale back its office functions to take out this significant expense and hire a virtual office replacement.
The costs of the original office such as heating, lighting, rent, rates and security would be much reduced but, in contrast to homeopathy, it would be possible to detect a very real and useful service.
The business would have its own phone number to use on its promotional materials and all calls to this number would be answered personally by the team of receptionists. Calls would be transferred directly where this was possible or messages would be taken and passed on for later attention.
The virtual office could also provide an office address to receive all mail for collection or forwarding.
The costs would be greatly reduced by this treatment (in much the same way that the strength of the medicine is diluted in homeopathy) and the result is an excellent cure towards any financial problems. A likely side effect is that the customer service and perception of the company would be enhanced.
With a very tangible result the merits of moving to a virtual office are clear – no argument.
Stand out by being professional
March 3, 2010 - 8:35 pm
Something like the Latin motto ‘Nil satis nisi optimum’ certainly stands out.
Some might say that the saying is not very well known or that the grammar is not quite correct. There is no doubt, though, that it catches the eye and possibly also interest in the company.
When the business world is as crowded as it has been with organisations jostling to secure attention and convince the world that their product is the best, sometimes a strange or gimmicky device is necessary to stand out.
To complete the picture though, the company needs to present a picture of pure professionalism – and then deliver the promised service, of course.
Alongside any visual ‘pull’ needs to appear the name of the company, the service offered and the contact details. These should be on any vehicles, company literature, website, invoices and business cards.
In the contact details should be the address, telephone numbers and email address. A small organisation that cannot justify the expense of a full office could usefully hire a virtual office. In simple terms this gives a professional looking address in a town or city centre from which you can have your mail forwarded or kept for your collection – and a telephone number that is answered professionally in your company name.
The appearance of these will clearly send out the right message and the virtual office staff will provide the excellent service you need to impress any clients.
For a fraction of the cost of a full office you can clearly live up to ‘nil satis nisi optimum’ (nothing but the best is good enough).
Add some stability to a nomadic working existence
March 3, 2010 - 4:33 pm
Anyone whose business covers the UK, or further afield, will need to spend time travelling to meet clients or monitor the business or market.
Initial thoughts that this is a glamorous existence soon disappear. The reality involves a lot of time spent in the car or train, overnight stops away from the family in generally characterless hotels and balancing a laptop on whatever space is available.
Finding a way to make the experience bearable in the long term is vital for those whose work necessitates this lifestyle. One trick is to introduce areas of stability that make life comfortable and where decision-making is unnecessary.
In working terms having a virtual office goes a long way towards this as you can rely on the staff there to take all your calls and forward these to you when this is possible or take messages as necessary.
The virtual office will have serviced offices in major UK locations and you can use these to meet clients or even just have a comfortable base to do concentrated work. The staff here will take care of your requirements and you can rely on having a temporary base when you need it.
For your moments of relaxation find a restaurant in every town where you know you will be welcomed and cosseted and then stick with it. If you do the same with a hotel then you will have set up a ‘home away from home’.
With the ‘domestics’ in place you only need to spend mental energy on the business.
‘Second office’ status available and advantageous to all
March 3, 2010 - 2:33 pm
It is not necessary to be a Lord, Member or Parliament or a fantastically rich tax exile to take advantage of having a second address.
There are significant cost benefits, including tax implications, to using a second address as the main address for a business. This virtual office is then used to receive all mail and incoming calls and presents the public face of the organisation.
The financial advantages are that hiring a virtual office costs only a small part of that necessary for a traditional set up. It is not necessary to include in the business plan expenses any allowances for premises rental and rates, utilities such as electricity, gas and phone connections, furniture, equipment, cleaning, security and insurances. These will all be included in the considerably more affordable hire costs (which themselves can be allowed as a business expense against taxable profits).
Yet the advantages are not merely financial. The virtual office adds a credible professionalism to the business’ image by providing a reputable business address to receive all mail. This can be subsequently collected or forwarded as required.
Furthermore, the business will have its own phone number, usually non geographic and local cost, and calls to this will be answered by a team of receptionists who will transfer the calls or take messages as required.
By using such services then, ordinary businesses are able to enhance their customer service in addition to saving money.
Gather information widely for interviews
March 2, 2010 - 7:55 pm
Filling a vacancy with the right person is critical. Getting it wrong can be costly, wastes time, upsets the team and damages a manager’s credibility. For the best information, use as many people as you can so you can share judgements. Two interviewers are ideal but three is not too overwhelming.
Beforehand you will need to agree the qualities and skills necessary and presumably will have used these for the initial sifting.
During the interview, discuss the candidate’s achievements against your requirements and make notes. Afterwards, discuss your findings and form a joint view on each candidate.
By involving more people you can get a wider view of each candidate. If you are meeting applicants in your own offices, ask the receptionist her opinion. An arrogant know-all may not feel he has to put on an act for her and be rather rude. If you have hired a meeting room from your virtual office supplier the receptionists will be equally helpful.
If time and circumstances permit, a potential colleague could show the candidates around or explain the position in more detail. Although this is easier in your own premises, an imaginative approach could also work in a virtual office. As with the receptionists the candidate could drop his guard and be more open and relaxed allowing you to see the real person.
By being apparently more helpful to the candidate you will double the opinions you need to enable you to make a more balanced judgement. You will also be involving your own staff in the process which will have its own benefits.
‘It’s not easy’ or ‘yes we can’, which sums you up?
March 2, 2010 - 6:53 pm
If you were to take a walk around Cuba you may frequently hear ‘No es fácil’ (It’s not easy). It reflects the general attitude to life of Cubans who have been ground down by continual shortages. The saying is used as a matter of course and shows a generally pessimistic view, accepting that nothing will get better. It is also often an excuse for inaction.
In contrast, Barack Obama’s motto ‘Yes, we can’ summarises the optimism that change is possible and was a major factor in his being voted in as US president. For survival and even growth in this recession, being optimistic is likely to be the better bet.
Make sure that you mobilise all in your organisation – and this might just be you in your own business – with the positive message. Agree that trading conditions are not perfect and that competition is tough. However, make it your mission that everyone knows that there is a way through and the recession will eventually turn back into growth.
Everyone should be included – especially those in the front line facing the customers. The salesmen and receptionists, even those in your virtual office if you have taken advantage of this service, should feel that they are part of a positive organisation and should show this in their dealings with potential clients.
Obviously, keeping touch with reality is necessary but every customer’s call to your base or virtual office should receive a ‘Yes, we can help you, I’ll put you through’ response.
Business life will continue to be challenging but you will find yourself saying ‘It’s easy, we can do it.’
A cost effective way for service to make a great first impression
March 2, 2010 - 3:50 pm
Sometimes customers can be immune to service levels. They either expect it to be terrible and make no complaint or they say nothing when they receive excellent service far above what might be expected.
It is a delight then, to receive first class treatment that stands out from what might be expected. A butcher who understands the best cuts and knows where the animal was farmed; the girl in the café who turns down the music knowing you don’t want the distraction; the guy in the waste tip who helps sort your rubbish. These offer more than necessary just so they might achieve their own high standards.
Despite increasing internet use people still deal with companies by phone. Why are the public treated so shabbily when calling? How can being answered by a machine, forced to choose options and held in a queue be regarded as customer service?
Small business owners can choose between the extremes of employing someone to take their calls or answering the phone themselves. Neither is ideal as the first is costly and the second is inefficient. Both also allow engaged tones and missed calls.
The middle road is ideal: the manager hires a virtual office to take his calls. Not only will he pay considerably less than a member of staff but the team in the virtual office will ensure that every call is answered personally.
For a fraction of the cost, then, it is possible to have a complete reception service which will probably surprise and then impress every caller.
A simple key to keep standards high in successful team management
March 2, 2010 - 1:42 pm
You might have noticed in your local medical centre a sign announcing the – usually large – number of people who missed appointments in the last month or some other period.
This is intended to encourage patients to ring and cancel an appointment so that someone else may have it. The effect may very well be the opposite as the better behaved could infer that those failing to cancel appointments get away with it. The ultimate outcome is possibly a lowering of standards – and maybe even an increasing number of wasted appointments.
If you manage a team in which some members are less productive, think twice before sending out a note to everybody on the lines of ‘It has come to my attention that some people are ……….’ You might find that the group’s overall effort falls to the lowest common denominator.
It is better to isolate the poor performers and deal with them separately. For example, if you realise that some incoming phone calls are not being answered as promptly by your own staff as those in the virtual offices in other locations then ascertain which particular department or individual is responsible. Deal with the minimum number of people to maintain morale and hence standards amongst the rest.
This way, the efficiency of the rest of the staff should remain equal to that of those in the virtual offices and that of the others should be corrected.
This little bit of psychology may take just a little more effort but will be more productive.
Be clear with messages
March 2, 2010 - 11:41 am
When giving instructions managers often temper the way they outline their requirements. They generally do this so they sound as though they are nicer people but the effect is often to cloud the message. Worse, it can give leeway to the staff by showing them that they could get away with not doing the job or by doing it on their own terms.
For instance, when a manager has an important and complex task to do that will take a couple of hours he may decide not to take any calls to allow him better concentration. He could ring his receptionist or the staff in the virtual office who handle his calls and say something like:
“I’ve got quite an important job on for the next couple of hours or so and really don’t want to be disturbed. Could you take all calls please? Of course, if you think they’re urgent you’d better put them through.”
This pleasant message does not convey his total need not to be disturbed. It also gives quite a bit of leeway to the receptionist as to whether she puts the calls through or not.
A better instruction for the manager to give, whether to his PA or to virtual office staff, might be:
“I need to concentrate on the budget without interruption between 2.00 and 4.00 this afternoon. Will you take all calls please? I’ll ring you when I finish it and be available then.”
The message is no less pleasant, but is considerably clearer and definite. By giving more useful information it is also more helpful.
Review your instructions and see if you can make them clearer for better results.
A tip for modern living – work backwards
March 1, 2010 - 6:55 pm
Despite cutbacks, recession and no growth – or maybe because of these – life is considerably packed. Whether in the office or the home each day has a seemingly endless list of tasks all of which have to be completed by nightfall.
Starting off the day with a list of tasks to do is fine but interruptions make it difficult to focus on any task. The tendency is to flit from job to job so that by mid-afternoon little has been achieved and stress is the result.
Try working backwards! Start with the last task to be done before you can relax and gradually work backwards from that. There is little logic as to why this works but more is achieved with much less stress. Perhaps working on the important last job keeps the mind more focussed. Start your day by prioritising your work list.
At work, control the interruptions by asking your PA or the staff in your virtual office to take messages for all but the most urgent. At home, in the absence of assistance or a virtual office, let the calls go to the answer phone and deal with them later.
If your life is extremely full and involves a lot of travel and activity you may need to plan many days ahead. The same trick works: pack the work and gear you need for the furthest appointment and then work backwards until you have come back to the present.
Strangely, this simple trick of working backwards will allow you to move forwards more easily. Try it.
The recovery will come – be prepared
March 1, 2010 - 11:48 am
It may be counter-intuitive but now is the time to start planning the expansion of your company. Many businesses had probably already planned the next step over a year ago but financial turmoil overtook the business world and they joined thousands of others in the long hard battle for survival.
At best some businesses just trod water happy that they did not need to cut back too much. More likely they had to reduce activity and possibly staffing to survive. Some people may now be working alone from the spare bedroom and with no administrative support.
Hopefully, and having got this far, these people are in the position to see the rest of the recession out. Now is the time to plan for when the commercial world becomes more active – whenever that may be. Initially, it is unlikely that a sole trader will be able to recruit a full time assistant as they need to attract a lot more business to support this.
A good first step will be the hiring of a virtual office. With a virtual office, a business can have its own phone number that will be answered by professional receptionists. They will either transfer the call to you or take a message depending on your instructions. For a low cost, a manager can have a lot more uninterrupted time enabling them to plan and work more on securing new business.
The virtual office could also provide a business address if needed to help give potential clients the positive message that you are well established with a long term future.
This optimistic approach will give you a lift in your dealings – which certainly can’t be bad.