Sorry, not going to be sorry anymore.
The Pantene adverts are getting it just right. Their latest advert is striking a cord.
Click here to view the advert
I am in total agreement that we apologise too much, and not only women, but South Africans in general. Don't get me wrong - basic etiquette of apologising is important, and I do also appreciate that it is a cultural thing - which can be quite endearing when someone else does something stupid, hurt themselves or break something - you feel compelled to apologise for them, the situation, and for everyone who may have been anywhere close by.
Apologising - for everything - has become part of our DNA and pretty much happens automatically. Why is this?
We automatically put ourselves on the back foot, take a submissive stance and then represent ourself as a second-rate citizen when we apologise for everything that we do. First world countries, and truly successful business people are not so apologetic about everything. By no means should we become bullies or arrogant, we can keep our dignity, head up and grace without being sorry for everything - in fact I believe that we will get more repect if we weren't so apologetic - take another look at the video, and the difference it makes.
Again, I too am quite guilty of this, and am challenging myself and everyone else to be a lot more cognisant of the amount of times you catch yourself unnecessarily apologising during the day.
So, sorry - not going to be sorry anymore - who is with me?
Friday, 25 July 2014
Thursday, 24 July 2014
Customer Service Part II
As I am growing the
business, I am constantly learning and seeing how all the theory and books are
falling into place. In any business there are a number of stakeholders that you
need to build and foster relationships with.
For me, two of the most important groups are the people you
work with to deliver a product or service, your employees; and the people you
work for, your clients. Today, I’m going to continue on from last week's theme of customer service.
We hear to infinitum the importance of customer service. We all know that it is important, but surprisingly, or should I rather say, sadly, too many companies (not only the automotive industry - see last week's post) are forgetting about the importance of their clients. The acquisition fee to get new clients is so much more than keeping current clients happy.
A couple of months ago, I had two
situations where the blatant “couldn’t-care-less-about-you-as-our-client-of-many-years” attitude stunned
me.
The first is a media monitoring news clipping service – we had invested hundreds of thousands of Rands for their service over the last eight years. For various reasons, we gave notice, I only received an email asking for the reason; pretty much to tick-a-checklist exercise. At minimum a phone call and some attempt to try and find out why and to try and change my mind to remain a customer would have meant something. Clearly my support over the years meant nothing. I am pretty sure that that the Managing Director of this company has firstly no clue who their clients are, and secondly there are clear issues if I look at their incredible staff turnover, especially of late. There was never a proper handover given to their new recruits, so each time we had to form a new relationship and brief the account manager from scratch. Interestingly I got a mail from this company yesterday letting me know that they have launched a new product. They did not show any appreciation for our service; or remotely interested to keep us as a customer - so what is the likelihood that I will now even consider giving that mail or company a second thought?
The second was an online flower and gift ordering service, manned by the ever flamboyant "Harold". Another company we have invested a substantial amount in for various special occasions. Recently I ordered my Mom some flowers when the sub-standard bunch arrived, there were dead flowers in the bouquet! How embarrassing! When I saw the replacement bouquet the next day, my blood pressure revved into scarlet - the tiny bouquet of white lilies, gip (a bigger version of 'Baby's breath' and a hit in the '80's), one chrysanthemum and two pink roses left me aghast, and hugely worried as to what quality our other clients had been receiving in the past. When I phoned, the operator indicated in a "well-it-has-been-replaced-what-is-your-problem?" attitude. I reminded them to look on the system to see that we are not a once-off client, and the investment from our side would be drying up. I was promised a phone call from the manager...still waiting for this call.
Customer service is really important to us on all levels and making sure that we listen to what our clients say. It really is about the detail, and the small things that make a difference - wouldn't you agree?
We hear to infinitum the importance of customer service. We all know that it is important, but surprisingly, or should I rather say, sadly, too many companies (not only the automotive industry - see last week's post) are forgetting about the importance of their clients. The acquisition fee to get new clients is so much more than keeping current clients happy.
The first is a media monitoring news clipping service – we had invested hundreds of thousands of Rands for their service over the last eight years. For various reasons, we gave notice, I only received an email asking for the reason; pretty much to tick-a-checklist exercise. At minimum a phone call and some attempt to try and find out why and to try and change my mind to remain a customer would have meant something. Clearly my support over the years meant nothing. I am pretty sure that that the Managing Director of this company has firstly no clue who their clients are, and secondly there are clear issues if I look at their incredible staff turnover, especially of late. There was never a proper handover given to their new recruits, so each time we had to form a new relationship and brief the account manager from scratch. Interestingly I got a mail from this company yesterday letting me know that they have launched a new product. They did not show any appreciation for our service; or remotely interested to keep us as a customer - so what is the likelihood that I will now even consider giving that mail or company a second thought?
The second was an online flower and gift ordering service, manned by the ever flamboyant "Harold". Another company we have invested a substantial amount in for various special occasions. Recently I ordered my Mom some flowers when the sub-standard bunch arrived, there were dead flowers in the bouquet! How embarrassing! When I saw the replacement bouquet the next day, my blood pressure revved into scarlet - the tiny bouquet of white lilies, gip (a bigger version of 'Baby's breath' and a hit in the '80's), one chrysanthemum and two pink roses left me aghast, and hugely worried as to what quality our other clients had been receiving in the past. When I phoned, the operator indicated in a "well-it-has-been-replaced-what-is-your-problem?" attitude. I reminded them to look on the system to see that we are not a once-off client, and the investment from our side would be drying up. I was promised a phone call from the manager...still waiting for this call.
Customer service is really important to us on all levels and making sure that we listen to what our clients say. It really is about the detail, and the small things that make a difference - wouldn't you agree?
Friday, 18 July 2014
Infinitely happy
Customer service, or let me be more specific, the clear lack thereof especially within the automotive industry has been, to say the least jaw-droppingly disappointing.
For the last eight months I have been on the market to acquire a new set of wheels. It's been quite a journey. As much as I really loved my little Diesel (the clothing brand not fuel) Fiat 500c (limited edition), it was time to upgrade. When I first got it, there were very few on the road, and I really liked the 'funkiness' of them; but now, every second car is a Fiat 500 and it's lost its uniqueness and appeal. I did not have to buy a new car, but if the right one came my way, then I would consider investing in it.
My first port of call in December last year was Mercedes-Benz (Claremont); my perception of this 'luxury' brand has been shattered into a million pieces. There were a myriad of things that went wrong from the start, e.g. when I arrived for the test drive that I had booked, they did not have the car that I had requested. Clearly their sales are high enough that they don't really want or need to get dynamic businesswomen into their cars. Understandably, (or so they say) the vehicle I had my eye on (CLA) will not be brought into South Africa anytime soon, apparently November 2014 would be the soonest. Interestingly, they did not try and give me a deal on any of their other models, surely a salesman | dealer principal (trust me I spoke to them ALL) worth their salt would try and get me into one of their other models or at least keep their (eager) client in the loop and make a potential investor in their brand feel somehow fostered. I made it very clear that I was very eager to invest in a Merc - not even this lit a fire under them.
I had to get over my disappointment, so test drove a number of other brands and again received luke warm receptions. Interesting. I discussed this with a number of people who said that they had experienced the same treatment. So, made peace with the fact that I would not be investing in a car anytime soon.
...then, an 'aaaaaaaaah' moment - I was driving out of Hout Bay, and it was as if the skies opened and a sun beam shone on one of the most beautiful cars I had ever seen, and the little dwindling embers in my gut to buy a new car re-ignited and I was ready to pursue the car-hunt again.
Upon some frantic Google searching it was apparently the Infiniti-brand that I had seen; I called on the help of the better half to help with further investigations and research (he is amazing with this) - and booked a test drive online.
Within less than a day I had a call to confirm the test drive at the Infiniti dealer in Green Point.
When I called the dealer, purely by my voice, the lady on the other side of the phone said, "Oh hi, yes Ms le Roux..." she new my name, before I even said that it was me! This in itself may have been the selling point for me (never under estimate the power of that first phone call!).
To make an extraordinarily long story short (there were email hiccups / people being quicker off the mark to sign up for exceptionally good deals than me etc. etc.) - but Leslie Blake-Taylor, always made a plan to get me a really good deal. He even drove all the way to Hout Bay to hand-deliver an email when our e-mail systems did not want to 'talk' to each other. I had said to him at the beginning that I was not in a rush to buy, but I would always be interested in a good deal. He made this happen.
The whole experience of the handing over of the new car was on another level, details really are important, isn't it? The purple draping with ribbon, the goody bag and even two caps for when the roof is down, were super touches!
Thanks to Infiniti I have (somewhat) regained my trust that there are companies out there that foster good relationships, and see customer service as a key driver to building their businesses.
For the last eight months I have been on the market to acquire a new set of wheels. It's been quite a journey. As much as I really loved my little Diesel (the clothing brand not fuel) Fiat 500c (limited edition), it was time to upgrade. When I first got it, there were very few on the road, and I really liked the 'funkiness' of them; but now, every second car is a Fiat 500 and it's lost its uniqueness and appeal. I did not have to buy a new car, but if the right one came my way, then I would consider investing in it.
My first port of call in December last year was Mercedes-Benz (Claremont); my perception of this 'luxury' brand has been shattered into a million pieces. There were a myriad of things that went wrong from the start, e.g. when I arrived for the test drive that I had booked, they did not have the car that I had requested. Clearly their sales are high enough that they don't really want or need to get dynamic businesswomen into their cars. Understandably, (or so they say) the vehicle I had my eye on (CLA) will not be brought into South Africa anytime soon, apparently November 2014 would be the soonest. Interestingly, they did not try and give me a deal on any of their other models, surely a salesman | dealer principal (trust me I spoke to them ALL) worth their salt would try and get me into one of their other models or at least keep their (eager) client in the loop and make a potential investor in their brand feel somehow fostered. I made it very clear that I was very eager to invest in a Merc - not even this lit a fire under them.
I had to get over my disappointment, so test drove a number of other brands and again received luke warm receptions. Interesting. I discussed this with a number of people who said that they had experienced the same treatment. So, made peace with the fact that I would not be investing in a car anytime soon.
...then, an 'aaaaaaaaah' moment - I was driving out of Hout Bay, and it was as if the skies opened and a sun beam shone on one of the most beautiful cars I had ever seen, and the little dwindling embers in my gut to buy a new car re-ignited and I was ready to pursue the car-hunt again.
Upon some frantic Google searching it was apparently the Infiniti-brand that I had seen; I called on the help of the better half to help with further investigations and research (he is amazing with this) - and booked a test drive online.
Within less than a day I had a call to confirm the test drive at the Infiniti dealer in Green Point.
When I called the dealer, purely by my voice, the lady on the other side of the phone said, "Oh hi, yes Ms le Roux..." she new my name, before I even said that it was me! This in itself may have been the selling point for me (never under estimate the power of that first phone call!).
To make an extraordinarily long story short (there were email hiccups / people being quicker off the mark to sign up for exceptionally good deals than me etc. etc.) - but Leslie Blake-Taylor, always made a plan to get me a really good deal. He even drove all the way to Hout Bay to hand-deliver an email when our e-mail systems did not want to 'talk' to each other. I had said to him at the beginning that I was not in a rush to buy, but I would always be interested in a good deal. He made this happen.
The whole experience of the handing over of the new car was on another level, details really are important, isn't it? The purple draping with ribbon, the goody bag and even two caps for when the roof is down, were super touches!
Thanks to Infiniti I have (somewhat) regained my trust that there are companies out there that foster good relationships, and see customer service as a key driver to building their businesses.
.jpg) |
| Proud ! |
Friday, 11 July 2014
Book review - Steve Jobs by Walter Isaacson
It is not often that I find a book that draws me in from the first page. Embarrassingly, actually sadly, I knew very little about the life and accomplishments of Steve Jobs.
He wanted to change the world, and wow did he manage to shift humankind with his art and genius through the Mac, Pixar, iPod, iPhone and iPad.
I am in awe - clearly he was not the easiest person to work with, but what inspires me is that he knew what he wanted and did not compromise on quality or his vision and pushed individuals and teams to achieve in fact over-achieve, things that nobody ever thought possible. Even though he was not an easy soul to work with, those working with him pretty much new where they stood; he had no problem to let those around him know if something sucked, or the best thing in the whole world - being honest was more important than being liked.
The author - Walter Isaacson has captured the story with great sensitivity - it is however funny how he zooms in on specific details, e.g almost every time he refers to Steve's house he mentions that it was not furnished.
The life of Steve Jobs does make you reflect and wonder what you are doing with your life - what is the legacy that you are leaving that will change the world?
Highly recommended book 9/10
Friday, 4 July 2014
Have I told you lately how much I love my team?
Our team is growing – all the better to serve you with!
Because our reputation matters, we have a rigorous recruitment process to make sure that we employ only the best people to look after your reputation.
I would like to take this opportunity to introduce you to the latest two additions to the Reputation Matters family to you.
She is currently showing her
mettle by working very closely on a strategic internal communication engagement
with one of our key clients in Gauteng. No task is too big, and Lara eagerly
takes on any challenge bowled her way.
We are so thrilled to have her on
board with her industry and academic best practices knowledge. Lara is a
true people’s person and enjoys interacting with people from all walks of life,
she loves the outdoors and has a soft spot for animals – especially the fluffy
kind.
Another BCom Honours (Communication
Management) Cum Laude graduate
that we are very proud of is Zydèlia. Also from the University of
Pretoria and bitten by the academic bug, she has a keen interest in the impact
of crisis communication on reputations. Her honours thesis investigated the use
of social media during a crisis within the petroleum industry.
Zydèlia is currently working
towards her M.Com degree, ‘Exploring Leadership and Communication Approaches in
Support of Employee Personal Development Goals’. She is a nature lover and
(unlike me) loves to go camping in her spare time.
No one likes a crisis – but they happen.
We'll be sharing how to navigate through them; make sure you don't miss out
SAVE THE DATE –
Clients are warmly invited on a complimentary basis to attend our information
session about crisis communication earmarked to take place on the morning of 06
August 2014 in Midrand, Gauteng.
If you are not a client (yet) -
tickets cost a minimal fee of R250 (excl. Vat).
YES -
Please book a seat for me for the crisis communication session in Midrand.
Watch
this space for details about Cape Town and Durban sessions.