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Digg it UP - Innovation, Working on your Business not in it
Checking the Better Business Bureau is good, but checking the person himself is better.Would you be willing to take an extra moment to check the background of your future employee? Who knows, you might discover some criminal past - people aren't always what they seem to be externally.Every serious business owner or employer uses background check services everyday, do you?If you don't then just think of all the news that we constantly hear about how a new na
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was i
Generally, shipping supplies include boxes, bags, anti-static materials, barcode labels and equipment, bubble wraps, edge protectors, envelopes and mailers, material handling equipment, safety supplies, scales, warehouse equipment, tubes, and moving supplies.The most important among shipping supplies are the different types of boxes. Boxes suitable for different uses and occasions in the ship are available. Corrugated boxes, mailers, slide loaders, and bulk cargo contain
I had the misfortune recently to be involved in a motor vehicle accident. Nothing too uncommon I am sure you would agree. I was lucky in that I walked away with only a few minor scratches and a bruised ego.
The accident however, gave me the opportunity to witness first hand, how innovation within a company can assist in getting its customer service right; and on further investigation it gave me the chance to find out exactly what the innovation behind the exceptional customer service experience was.
From the very first moment that I contacted the insurance company it was obvious they were an innovative organization. They actually had a real person pick up the phone. You would agree that in instances like this you just kind of expect to be given the run around and be frustrated by bureaucracy and inefficiency at every turn.
Thankfully my experience was a little different. I had just brushed myself off and I was still quite shaken, but I managed to pull myself together and begin taking care of things. I was definitely not in the mood to be interrogated with a multitude of questions. I just needed to get my vehicle towed and get myself to a doctor for a further check up. The friendly yet concerned voice on the other end of the phone seemed to know this instinctively and was able to set everything in motion quickly and effortlessly. Within minutes a tow truck was on its way, an ambulance had been ordered and my claim had been started.
And the impressive service did not end there. Throughout the vehicle repair process I was contacted regularly and given full and comprehensive updates on the status of my vehicle and was even asked when the most convenient time to be contacted for follow up service calls would be.
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was in
J. R. Baltiboi has observed that Bookkeeping is the art of recording business dealings in a set of books. Bookkeeping is the science and art of systematically recording, classifying and summarizing the financial transactions or events of a business in a set of books. A business transaction means the exchange of money or items of value between two or more persons. Anytime this occurs, bookkeeping comes into play.It has been noted that the process of accounting begins as t
From the very first moment that I contacted the insurance company it was obvious they were an innovative organization. They actually had a real person pick up the phone. You would agree that in instances like this you just kind of expect to be given the run around and be frustrated by bureaucracy and inefficiency at every turn.
Thankfully my experience was a little different. I had just brushed myself off and I was still quite shaken, but I managed to pull myself together and begin taking care of things. I was definitely not in the mood to be interrogated with a multitude of questions. I just needed to get my vehicle towed and get myself to a doctor for a further check up. The friendly yet concerned voice on the other end of the phone seemed to know this instinctively and was able to set everything in motion quickly and effortlessly. Within minutes a tow truck was on its way, an ambulance had been ordered and my claim had been started.
And the impressive service did not end there. Throughout the vehicle repair process I was contacted regularly and given full and comprehensive updates on the status of my vehicle and was even asked when the most convenient time to be contacted for follow up service calls would be.
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was i
Business phone systems can be purchased from telephone service providers, other manufacturers through their sales networks or through Internet. Most businesses usually need to have several telephones to run their operations and it is neither practical nor necessary to have each telephone connected to the external (service provider's) network. Communication systems containing internally operated switching systems are available that do not require connecting each telephone set to
Thankfully my experience was a little different. I had just brushed myself off and I was still quite shaken, but I managed to pull myself together and begin taking care of things. I was definitely not in the mood to be interrogated with a multitude of questions. I just needed to get my vehicle towed and get myself to a doctor for a further check up. The friendly yet concerned voice on the other end of the phone seemed to know this instinctively and was able to set everything in motion quickly and effortlessly. Within minutes a tow truck was on its way, an ambulance had been ordered and my claim had been started.
And the impressive service did not end there. Throughout the vehicle repair process I was contacted regularly and given full and comprehensive updates on the status of my vehicle and was even asked when the most convenient time to be contacted for follow up service calls would be.
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was i
In Part 2 we will discuss phones, monitors, desks and filing systems for our office of the future. So let's get started!Phones and Phone SystemsDoes your phone often find a resting place between your head and your shoulders called the neck. If so, you may discover that using a headset is much more comfortable and productive.You will not have that familiar neck ouch and will have both of your hands free while you are on hold, taking notes from your call or c
And the impressive service did not end there. Throughout the vehicle repair process I was contacted regularly and given full and comprehensive updates on the status of my vehicle and was even asked when the most convenient time to be contacted for follow up service calls would be.
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was i
Die Cutting is a procedure by which a material is cut to an exact design or shape with the help of a die. It is a creative process similar to cookie cutting. It involves the cutting of shapes from plastic sheets using a shaped knife and pressing the edge into one or more layers of sheeting. After completing the cutting, a certain pressure is applied using mechanical or hydraulic presses. Die cutting is sometimes known as dinking or blanking.For cutting a wide range of ob
This is quite different to the customer service experience I thought I would receive
Being quite interested in finding out what drove innovation in exceptional service businesses I decided that I would ask some questions of the staff whenever they contacted me regarding my claim. I was interested to find out what enabled them to provide a consistently exceptional customer service experience.
The answer I received from the staff with whom I asked the question was consistently the same. ‘This is the way we do it here’. On further questioning them on exactly what this meant. I was relieved to find that everything that I had experienced right from the opening dialog through to the claims processing and on to the final delivery of my repaired vehicle, was all part of their internal Innovative Processes and their Documented Operational Business Systems.
Every step, carefully thought out, the dialog to use for the phone conversations, the tone of voice and attitude of the claims staff, the back end processing of the claim, the follow up service calls. All integrated and consistent across the company, and all configured to provide the best outcome for me the customer.
So this is what it is about: This ‘working on your business not in it’, Business Innovation and Systemization if you will. While it may sound very structured and ordered and not flexible enough to work in every business. The truth is that is does work and can work for you.
Imagine your people having that flexibility to innovate within the well defined system that you have created with them. Everyone working together towards the defined goal, your goal.
Communicate to your staff -‘This is the way we do it here’ - Provide them with the required tools to allow them to Learn and Innovate. Watch them Grow; Watch them Thrive...
Copyright 2006 Business Systems Manager
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