Recent Posts by Learning Entrepreneurship

Covid Customer Service- Part 2

(This article is based on extracts from Uncle Ralph’s Random Ramblings in DON’T DO IT THE HARD WAY - 2020 Edition)

Make it personal

In this period of Covid pandemic protocols we are being required to meet new challenges and obstacles to deliver outstanding customer service.

The pandemic frustrations have heightened anxiety and stress for everyone. Customers are in no mood for tolerating poor customer service and employees are equally fed up dealing with impatient and unsympathetic customers.

Customer service has always been the ultimate test for choosing our suppliers and business partners, brands, products and services. How did your own last purchasing decision go?

Add the personal touch to the online experience  

In the pandemic world of 2020, we’re all doing more business online and missing the personal touch that always makes a difference. But making it personal does not mean displaying your messy office as background on a ZOOM call, wearing unprofessional attire as well as needing a haircut. And a barking dog in the background or a cat on the keyboard do not help. (Unless you really want to project the image of eccentric aunt Gertrude.)

And please don’t do the automated customer survey and ignore the feedback. Don’t just track the statistics, respond to the comments. You asked for it, right?

You’ll see, “Your service sucks and I’m taking my business to your competitor!” Or maybe, “Doreen and Nestor were excellent! Answered all my questions, upgraded my service plan and reduced my monthly fees. I’m giving you a shout-out to my 20,000 followers on social media.”

Both deserve a prompt personal response.

These are challenging times. Enlightened Entrepreneurs will lead the way.

Be better. Do better.

Del Chatterson, your Uncle Ralph

Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.

 

Read more articles at: LearningEntrepreneurship Blogs

 

Covid Customer Service

 (This article is based on extracts from Uncle Ralph’s Random Ramblings in DON’T DO IT THE HARD WAY - 2020 Edition)

 Empathy on steroids

In this period of Covid pandemic protocols we are meeting new challenges and obstacles to delivering outstanding customer service. It’s time for new levels of empathy and understanding. And customers are likely to be in no mood for tolerating deficiencies.

 

The pandemic frustrations and isolation from normal social and business activities has heightened our levels of anxiety and stress to the point of explosion at the slightest disturbance.

Customer service has always been the ultimate test for Enlightened Entrepreneurs – demonstrating how well they treat their employees by how well their employees treat the customers. It’s the final decision-making factor in how we vote with our purchasing dollars, both as consumers and as business-to-business clients.

This period presents a severe test.  

How well are you responding to the fears and obstacles arising out of the Covid-19 pandemic – meeting protocols for hand sanitizers, maintaining social distance and wearing masks? How do you handle people who don't behave; who refuse to follow the public health guidelines or who are not at all sympathetic to the current restrictions on your normal levels of staffing, facilities and services? Are your staff well informed, well trained and prepared to respond appropriately? Will you retain existing loyal customers or gain new ones? Or both.

These are challenging times. But with sufficient compassion and understanding we can take care of each other and get through this together. Enlightened Entrepreneurs will lead the way.

Be better. Do better.

Del ChattersonYour Uncle Ralph

Maybe autocratic leadership is better

 (This article is based on extracts from Uncle Ralph’s Random Ramblings in DON’T DO IT THE HARD WAY - 2020 Edition)

As we observe political leaders around the world getting their way, dictating arbitrary policies, behaving badly and revising the rules of play, it would be easy for business leaders to conclude that autocratic dictatorship is a better way to manage.

Democracy doesn’t work

These cult-like leaders seem able to persuade their fanatical followers to believe whatever they say, forgive every failure and do whatever is demanded of them, even against their own self interest. “Stick a fork in your eye to prove your loyalty to the cause.” Yes sir! Absolutely.

And democratic methods are so cumbersome, inefficient and difficult to manage to the conclusions we want. Even if the majority wants the same thing. Democracy is too easily manipulated by corrupt politicians and the people behind the scenes spending enormous amounts of money to protect their power and privileges.

Don’t be fooled

You will not be a more successful leader as a dictator and your business will not do better because of it. But I don’t recommend democratic decision-making in your business either. The misinformed, disinterested, angry or unhappy employee or customer is not likely to vote for the right solution. It is always more complicated than it appears and requires the right combination of knowledge and experience with rigorous analysis and good judgement. You’ll still be wrong often enough.

I do recommend participative management. An Enlightened Entrepreneur will involve the management team, staff and front-line employees in the decisions that affect them, as they have a vested interest in getting it right. They also may know more than the owner or the senior managers about the specifics of the problems and the planned solutions and can make a valuable contribution to the process of doing better for themselves and the business.

The downside of cult-like leadership is that it attracts followers who are not willing to accept responsibility for their grievances and or more willing to do as they’re told than to make a contribution to making things better.

Don’t be a dictator.

Be better. Do better.

Del Chatterson, your Uncle Ralph 

Learn more about Enlightened Entrepreneurship at: LearningEntrepreneurship.com

Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.

Read more articles at: LearningEntrepreneurship Blogs

Time for a new plan

Everything has changed.

 (This article is based on an extract from The Complete Do-It-Yourself Guide to Business Plans - 2020 Edition)

Rethink, Review and Rewrite

The Covid-19 pandemic has changed everything – in our lives and in our businesses. The only questions that remain are – What exactly has changed?  By how much? For how long? What happens next?

We don’t yet have all the answers and the ones we do have keep changing. But there is no question that we have to change our plans and to stay resilient and creative to survive. It’s time for a new business plan, but the standard checklist has changed.

Can you answer these questions clearly and concisely?

  • Have your personal plans and objectives changed?
  • Has the purpose of your business changed?
  • Do you want to retain past customers or attract new ones?
  • Do you need to change your business model?
  • What is the revenue required to be profitable now?
  • Are your planned changes temporary or permanent?

Simple questions that need to be answered before you revise your business plan.

Remember the objective is to develop a road map for you and your management team to survive this period of crisis and eventually return to profitable growth.

Now is the time.

Rethink, Review and Rewrite your Business Plan for this pandemic period and beyond.    

Be better. Do better.

Del Chatterson, your Uncle Ralph

Learn more about Enlightened Entrepreneurship at: LearningEntrepreneurship.com

Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.

Read more articles at: LearningEntrepreneurship Blogs

 

Speaking of Enlightened Entrepreneurship

Listen to Del Chatterson, your Uncle Ralph, on Business Talk Radio

Please  tell your friends, family, and business associates to visit and listen.

Click on the link:  https://businesstalkradio1.com/studio-two/  or

Tune in Thursday, October 8th at 12:28 PM-EST.  

https://tunein.com/radio/Business-Talk-Nationwide-s281640/  and the broadcast can be heard live on the day (or replayed later). 

How to be a successful Enlightened Entrepreneur

 

An extract from the Staples Spotlight Event, August 19th, on ENLIGHTENED ENTREPRENEURSHIP.

 

The full one-hour ZOOM recording is also available online with Staples at:  https://share.vidyard.com/watch/km8duQnk3bjrBsy1ZSCZwM?  

You can scan quickly through the presentation to the specific slides or topics that interest you most. Enjoy the “real” experience with other participants.

What is an Enlightened Entrepreneur?

Someone building a sustainable business based on loyal, long-term, profitable customer relationships while recognizing and respecting the needs of  Employees, Customers, Business Partners, Communities, Society and the Planet

How to be a successful Enlightened Entrepreneur

·       Have a Purpose and a Plan

·       Avoid the Big Mistakes

Three steps to Success

1.     Design and Build

2.     Produce, Package & Promote

3.     Sell like Hell!

Simple principles leading to success as an Enlightened Entrepreneur. Yes, you can do it too.

I hope you are staying well and succeeding with your challenges. I look forward to you joining us in supporting and promoting Enlightened Entrepreneurship.

Be better. Do better.

And please take care of each other,

Your Uncle Ralph, 

Del Chatterson

 

Where did that come from?

Explaining sales is hard to do

As a wise marketing agency executive once said, “I know that half of our advertising works, I’m just not sure which half.”

I have the same impression of my own efforts at sales and marketing. Something’s working, I’m just not sure what.

So how do you keep doing what’s working, if you don’t know what’s working. You keep pushing, testing, monitoring and adjusting to continue getting better results. It will never be a straight line between cause and effect.

When you toss a message bottle in the ocean the ripples ricochet and send it in many different directions. It may touch the shore miles away or bump a passing boat at sea before it’s picked up and the message is read. And that person may not even care. Will they toss it back or send it to someone you intended it for? I hope you threw a lot of message bottles into the ocean. (It’s a metaphor. Please, no more plastic bottles in the ocean.)

It’s worth remembering the mysterious magic of The 4Ps of Effective SalesmanshipPatient, Persistent, Polite & Persuasive and applying those principles yourself.  They still work for me.

As you may have noticed, I’ve published several books recently for entrepreneurs and about entrepreneurs and I’m trying to follow my own advice. Be Patient, Persistent, Polite & Persuasive in applying the sales and marketing tactics that are most appropriate to the product and the target customer/reader. But it's strange how sales work.

Here’s an example.  My royalty statements recently showed a sale of 152 E-Book copies of my novel, Merger Maniac. That was unusual, so I drilled down into the details.  Apparently a bookseller in South Africa bought them from my U.S. distributor for re-sale to an online education site in the U.K. I hope they didn't think it was a text book on mergers. It’s a novel! About crime and corruption in the international computer business of the 1980s. I haven’t seen the reviews yet. And I haven’t been able to track down the buyer or the 152 new readers.

So I don’t know what buttons to push to make it happen again. I’ll just keep pushing the same buttons and hope I’m hitting the ones that seem to be working. Reviewing results and tracking down the details to improve performance wherever I can.

You should continue to apply the same tactics to your own sales and marketing efforts.  And enjoy the results even if you can’t explain them.

Be better. Do better.

Del Chatterson, your Uncle Ralph

Learn more about Enlightened Entrepreneurship at: LearningEntrepreneurship.com

Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.

Read more articles at: LearningEntrepreneurship Blogs

 

The secrets revealed! How to be a successful Enlightened Entrepreneur

Thank you for your interest in the STAPLES SPOTLIGHT EVENT , Wednesday evening, August 19th, on Enlightened Entrepreneurship

 

Be a successful Enlightened Entrepreneur

Have a Purpose and a Plan

Avoid the Big Mistakes

I wanted to follow-up with this article and also to provide the ZOOM meeting recording for your review , in case you missed it.

If you chose on registration to Opt-in to future mailings, I have added your email address to the current list for my occasional newsletter, Ideas for Entrepreneurs.  You may, of course, Join our mailing list now or Opt-out anytime.

The full -hour ZOOM recording is available now.   Check out the video at: https://share.vidyard.com/watch/km8duQnk3bjrBsy1ZSCZwM?

You may wish to quickly scan through to the specific slides or topics that interest you most.

I hope you are doing well with your own challenges as an entrepreneur and will join me in the cause of supporting and promoting Enlightened Entrepreneurship.

Thank you for your interest in how to be a more successful Enlightened Entrepreneur

Be better. Do better.

And please take care of each other,

Your Uncle Ralph, 

Del Chatterson

 

How to be a (more successful) Enlightened Entrepreneur

Two simple principles - Have a Purpose and a Plan. Avoid the Big Mistakes.

Join us and learn how to be a (more successful) Enlightened Entrepreneur.

Two simple principles - Have a Purpose and a Plan. Avoid the Big Mistakes.

August 19th, 2020 - 7:00 PM.

To learn more and register for the event see more details at: EventBrite - STAPLES VIRTUAL EVENT

Two simple principles explained:

  1. Have a Purpose and a Plan.
  2. Avoid the Big Mistakes.

Learn more from Your Uncle Ralph's new 2020 Editions of his two books for entrepreneurs, see: Business Books at LearningEntrepreneurship.com

What is an Enlightened Entrepreneur?

  • Building a sustainable business based on loyal, long-term, profitable customer relationships
  • While recognizing and respecting the needs of Employees, Customers, Business Partners, Communities, Society and the Planet

D-I-Y Business Plan

Fail to plan, you plan to fail.

Remember

  •  It’s about the Process, not the Product.
  • To succeed you need – a solid Business Plan
  • For Startup, to manage Growth & to Exit

The Seven Biggest Mistakes

  1. Too Entrepreneurial
  2. Lack of Strategic Direction
  3. Focus on Profit
  4. “Let’s do it again!”
  5. Neglecting Key Relationships
  6. Poor Marketing and Sales
  7. Personal Distractions

How to Avoid Them? 

Balance!

  • Entrepreneurial Instinct with Planning & Analysis
  • Strategic Vision with Operational Detail
  • The Logical Head with the Intuitive Heart
  • Short-term Profit with Long-term Value
  • Personal Priorities with Business Objectives

Two simple principles - Have a Purpose and a Plan. Avoid the Big Mistakes.

August 19th, 2020 - 7:00 PM.

To learn more and register for the event see more details at: EventBrite - STAPLES VIRTUAL EVENT

 

Thank you for your support during pandemic protocols

Boston Pizza demonstrates Enlightened Entrepreneurship

Recently tested over a pizza and a glass of wine, Boston Pizza restaurant staff showed exceptional empathy and understanding of how to be a socially responsible business and build loyal customer relationships.

It started with a decision to try patio dining at a Boston Pizza restaurant on Montreal’s South Shore commercial strip after a pleasant drive in the countryside. We observed all the cautious protocols of wearing a mask, using hand sanitizer and sitting far from other guests before we ordered. Wait staff were appropriately masked and respectful.

Then shock and dismay – there was leftover lipstick still on the wine glass! Not appreciated anytime, but especially disturbing during pandemic paranoia and our hypersensitivity to any deficiencies in cleanliness and sanitation meant to reduce the risk of spreading Covid-19. The wait staff immediately understood our alarm and three of them came individually to our table to personally apologize and reassure us that they were very aware of the concerns and they were doing absolutely everything possible to keep customers safe and comfortable.  They insisted on cancelling the full $43.00 cost of the meal.

We were grateful and impressed with their immediate personal attention to customer care.  They made us feel comfortable again and cemented our loyalty to Boston Pizza. The most remarkable lessons for entrepreneurs?  Delegate decisions to front-line staff and let them make it personal. The character they demonstrate reflects your corporate personality, be sure it’s what you want it to be.

All business management will be tested during these challenging times, but good management will be rewarded by the support of loyal long-term customers. It is the essence of Enlightened Entrepreneurship – building a sustainable business based on loyal, long-term profitable customer relationships while recognizing and respecting social responsibilities to all employees, customers, business partners, the local community, society and the planet.

Are you an Enlightened Entrepreneur?

Be better. Do better.

Del Chatterson, your Uncle Ralph

Learn more about Enlightened Entrepreneurship at: LearningEntrepreneurship.com

Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.

 

Read more articles at: LearningEntrepreneurship Blogs

 

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