Archive for the ‘outsourcing’ Category

Secrets to making your customers happy – prioritize and outsource, including your blog

Monday, June 25th, 2007

Stephen Covey said it to great applause. That you’re most effective when you properly prioritize your time. And the way I remember it, his proposition seemed intellectual and complex…that big box divided into four sections with so much explanation for each! But the gist was, do important and urgent things first.

He’s right, of course. And all good things flow therefrom–including excellence in customer service. You’ll find several intriguing formulas in this new book for maximizing high personal effectiveness (note: not high efficiency, which just means doing more stuff), The 4-hour Work Week. Timothy Ferriss suggests if you truly want to become more effective, ONLY do the quadrant I stuff. And that means learning to delegate…and outsource.

Among other things, Ferriss says you must write your employees an email saying, “Keep the customers happy. If it is a problem that takes less than $100 [you pick the amount based on what your time is worth] to fix, use your judgment and fix it yourself.” Do you recall the times when a service person said something like, “Oh, I’m sorry, sir/madam, let me fix that for you right now”? Of course you do. Those are the golden customer service moments of our lives. You tell all our friends. You might even blog about it…

Assuming of course you’ve hired the right people–supervisors and employees with brains who care about the company and the customers–this alone should gain you a significant amount of time…time that you would have spent answering questions and giving permission. I love this quote, “It’s amazing how someone’s IQ seems to double when you give them responsibility and indicate that you trust them.” If it doesn’t work that way with somebody, hire someone with whom it does.

Great advice: Set yourself up as information-free as possible–a huge challenge in today’s multimedia-ed assaultive world. Do you read newspapers and/or watch television news? My long-time personal favorite–stop. You’ll gain that time every day. And you’ll discover that if there’s anything you should know, you’ll find it out anyway. Set up specific times when you’ll read your email and check your voice mail–let people know what those times are, and then stick to them.

He also suggests outsourcing parts of your life–and mentions a Smart Money article that talks about using an overseas resource for outsourced virtual assistance–Brickwork, based in Bangalore, India. I haven’t tried it yet, but this book gives a great case study.

The point is that your customers get better service when you’re not the bottleneck. And you can apply this principle to your blog authorship–hire an expert–if you follow certain mandates:

1. Make sure the person knows how to listen carefully to you–as much as possible it should be your voice out there.

2. Do a bit of painless market research. Ask your customers, vendors, colleagues, what they would like to hear/read in your blog. 

3. Develop an A-list of sources for your writer–sources you personally read and those your colleagues, vendors and customers read.

4. If yours is a complex industry or there are areas that require extreme care and/or privacy, work out a general list of topics and cautions so that the writer can research and create without consulting you every time.

5. Email your own thoughts for the blog as they occur to you. You’ll never remember to tell your writer unless you pass it on as soon as you think of it. 

There’s no more powerful online public relations tool than a blog that reflects your voice and gives readers valuable information. Since the presence of a business blog has also now become an accepted part of a solid search engine marketing strategy, there’s no reason not to get started. Questions? Want to start one now? Email me here.

Respect for internal customers goes far

Saturday, May 26th, 2007

Not surprisingly, this study reveals that hospitals with understaffed ICU units have higher incidences of infection and patient mortality. What a perfect metaphor for businesses of all kinds–when you overwork your employees to the point of stress, the results for your customers suffer. The Deming quality studies from decades ago confirmed this understanding, yet we continue to disregard it in our organizational imperatives.

Why is there such a severe nursing shortage? No doubt lots of factors count, but clearly these are biggies: nurses are consistently overworked and, compared to medical doctors, underpaid, and women now have other options where they can count on receiving a) similar or better money, b) far less stressful working conditions, c) get more respect from employers and have more opportunities for pleasant interactions with coworkers (being around disease and illness is taxing), and d) not have to work excessive overtime.

So it seems reasonable to conclude that we don’t necessarily have fewer people who care about nursing. Seems more like the practitioners don’t get the respect they deserve. And it’s the patients–that’s you and me–who pay the price. And nursing is one industry that can’t be outsourced.

If you treat your employees with the respect they deserve–fair pay, benefits as reasonable as you can afford, opportunities to learn and advance–that kind of thing is worth bragging about on your corporate blog. So go ahead–point out the good things you do for your employees. Not only will your customers respect you for it–they’ll also get better service.  Because in the area of treating people with respect, what goes around, comes around. Even when some of them work overseas…