BETTER BUSINESS
Issue Three, November 2005
In this months issue:
With the increase in media reports regarding a possible bird flu pandemic, it is worthwhile considering how this might affect your business. While the current incidences have occurred outside
If you are an employer then you should take into consideration the need for employees to look after family members or even an unwillingness to risk exposure by being in the workplace. All businesses are advised to review work-from-home arrangements and forward planning in consideration of a possible high absentee rate. We also recommend reviewing your health and safety policies ensuring the workplace is regularly (and thoroughly) cleaned, is well stocked up on hygiene supplies and that any staff member who exhibits influenza symptoms is required to stay at home.
If you have any concerns or require assistance in safeguarding your business from any possible outbreak, do not hesitate to contact one of the HWI Directors.
How are you treating your customers? Around 2/3 of clients stop dealing with a business even though they were satisfied, because they feel the business was indifferent towards them. It has been long recognised that customer treatment is a primary driver of business success. Customer treatment refers to the manner and consistency with which businesses treat their customers across multiple contact points.
Customer satisfaction research is not a means to an end but rather helps to see where a business stands in the eyes of its customers and should be one component in a strategy to improve customer satisfaction levels. Others components could include:
- Top management commitment (actions speak louder than words).
- Recognition (monetary or otherwise) of employees who contribute to customers' satisfaction (management putting its money where its mouth is).
- Incorporation of customer satisfaction skills into staff training programs (breeding for success).
- Measurement of and plans for improvement of employee satisfaction (happy employees mean happier customers).
- Changes in staff recruitment practices (certain types of people will do a better job of satisfying customers than others, regardless of training, remuneration and recognition).
The HWI Christmas closedown period for this year will be from lunchtime 22 nd December 2005 until 16 th January 2006,
however, there will be skeleton staff able to assist with any urgent matters from Monday 9 th January 2006.
We hope you have a pleasant and safe festive season.
This is the best starting point for any business wishing to know more about the bird flu issue and any possible steps that could be taken as part of future planning.
Disclaimer
Information contained within this document is of a general nature and does not constitute advice. Readers are cautioned not to act or reply on it without first seeking professional advice.
