Adding Frosting to the Cake


Smart people in all fields add some frosting to the cake they sell. Putting frosting on the cake means giving people more than they expect to receive, and it begins with simple things. A smart business manager never places negative people in upfront jobs, such as telephone operator, receptionist, check-out stand cashier, and ticket seller the customers and clients a business serves rarely, if ever,  see the firm president or a key manager. They judge the business rightly or wrongly by the way they are treated by the ‘unimportant’ people.

Experienced travelers stay at hotels where the reservations are polite and positive; people choose restaurants based on the attitudes of people who seat them, serve them, and take their money. How good the food tastes is always less important than the service in building repeat patronage. And the companies that deliver packages know courteous, friendly service is their best competitive weapon in beating the Postal Service where, generally, counter-personnel are negative in attitude.

Words and phrases as ‘please’, ‘thank you’ and ‘you look good today’ are free frosting that make sales and build businesses. Call your business or office. If you don’t hear a wonderful, “I am really glad you called” voice, train or replace the person. Have a friend stop in at your business. If he doesn’t get great service, take corrective action.

Success-oriented people ask, “How can I give others more than they expect? What kind of frosting can I put on the cake I’m selling?”

A cake—the product or service you offer—is just baked dough. But when you put some frosting on it and give it a little post-sale service, you’ve made the dough delicious. Try it, and enjoy the rewards.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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Thinking about Processes


Many people don’t really think about the process they use, but why process planning is important:

  • You want to make products that satisfy customer demand;
  • The products must, in some way, be better than competitors;
  • The process makes the products;
  • To make better products you need a better process.

You can make most products by a number of different processes. If you make tables, you can use craftspeople to build them carefully by hand; you can buy parts and use semi-skilled people to assemble them; you can use automatic equipment on an assembly line; or you can mould complete tables from plastic. Each process gives a product with different characteristics. Process planning designs the best process for delivering any particular product.

It’s especially important to design the process for services, as you can’t really draw a line between the product and the process used to make it. How, for example, can you separate the service given by a bank, theatre or taxi from process used to deliver it?

There’s a huge variety of processes. It is easy to design a process for baking a cake; but if you want to bake 100 cakes for a garden party you will use a different process; and if you want to bake a million cakes every week, the best process is different again. Unfortunately, many managers don’t take their processes seriously, and can hardly describe them in coherent terms.

You can start thinking seriously about your processes by recognizing them and describing the details of each. Make everyone in the organization aware of the processes and their importance. Then you can see how well the processes are working and look for improvements. Your processes are at the heart of your organization, and you really should give them the attention they deserve. Emphasize your processes, which consist of all the operations needed to make your products.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight