Baselining


One of the most distinctive and helpful features of single system research involves collecting information on the client’s problem/situation before intervention actually begins. This is called baselining. The period of time over which this information is collected is called the baseline. The information or data that you collect is called the baserate, which involves systematic collection of data on the client’s problem prior to the implementation of your intervention program. The data that you collect during baseline continue to be collected throughout your intervention program. They provide an important basis for evaluating your effectiveness, since the baseline is almost always the first phase of your design.

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.

Attitude and Customer Liaison


Attitude is not always easy to understand, train or instill. It is generally defined as a positive, enthusiastic and helpful attitude – somebody that seems more alive and dead, it means somebody who seems to enjoy what they do or enjoys dealing with customers, not just somebody who happens to do this as a job to earn a living. Even though this may be true, a good customer service experience is one where the customer service person pretends if nothing else, that they enjoy their job – they like doing what they do and they are pleased to see the customer. If the customer representative can do this, the customer will pretend to enjoy buying from them and pretend enough that they will probably come back.

One of the most important aspects of attitude is when the customer is dissatisfied. The customer will then seem to view life through a telephoto lens and every detail or every aspect of the interaction will come under scrutiny. Therefore, the attitude must be to look at a glass of water as half full, instead of half empty.

One of the most important and outward expression of attitude is the verbal and non-verbal behavior that people use at critical times. Simple expressions, such as: ‘I can do that’ or ‘There’s nothing I can do’ or ‘That’s our company policy’ or ‘I only work here’ or ‘You’ve come through to wrong extension,’ only frustrate the customer. Some of these factors, of course, may not be because of anything the person can do; however, it is their attitude that will often create more of an annoyance with the customer than the policy itself. A simple solution to this is that whenever somebody has to be told they can’t do something, within the same sentence they have to know what they can do or may do.

The attitude that will work, if you can instill it, is that every single customer is your most important customer. Instead of seeing a customer for the transaction value that they spend at that time or for the nature of their enquiry, see the customer as a million dollar customer, somebody who has access to large revenue, either through their direct spending or indirectly through referrals and repeat business.

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.

Preparing for Implementation


The best participation for smooth and effective implementation is through work on the first phases of the change effort together with extensive communication among all participants about the intent and the direction of the change effort. Assuring that all participants know the expectations and parameters of the change episode enhances clarity and control. Concrete and specific objectives, planned design and structure, and resource commitments provide the basic blueprint for implementation.

Also helpful in preparing for implementation is attention to two facts of the context: change residue and overlap between planning and implementing systems. The change agent will find analysis of residue help in anticipating possible obstacles to the transition from planning to operation. Assessment of overlap—or the absence of it—will contribute to understanding communication needs.

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.

Determining Total Purchasing Power of the Market Area


A thorough market survey determines the total purchasing power of the market area. The average income, found by studying population characteristics, is most helpful. Occupations carry certain income ranges and can assist in determining total purchasing power.

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.

The Blue-sky Laws


Government regulation and intervention is very pervasive in our daily lives, especially in business activities. That intervention is both supportive and restrictive. Also, it is constantly changing. The intent of government is generally to provide justice, orderliness, and fairness. A realistic observer may also perceive a governmental desire to play Robin Hood. Some entrepreneurs will find themselves the objects of Robin’s beneficence. Most owner-managers see too much of his ever-present Merry Men.

Entrepreneurs usually don’t concern themselves much with the creation and enforcement of government regulations. Being realistic, they just want to know the rules. They ask how it works and then go on about the business of building their enterprise. Because entrepreneurs need all the help they can get, they will use the rules and regulations that can in any way help the business. If the rules are not helpful they will avoid getting into a position where the rules interfere with the progress of the business. The problem for entrepreneurs is that the regulatory bureaucracy is so massive and complex that they have trouble understanding the rules.

The specialists who devote their professional lives to understanding rules and providing guidance to the rest of us must concentrate on a small segment of the rules to be able to keep up with the changes and the latest nuances in interpretation. This results in the need for many specialists. Despite the burden on time and financial resources, however, it is most prudent to obtain sufficient advice and guidance at least to avoid the wrath and interference of the regulators.

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

Responses to change


Responses to a major impetus for change vary. Although some persons think that resistance to change is “natural,” everyone seeks some change. The key is whether or not the change is perceived as being helpful, neutral, or hurtful. This is an important point, because it indicates that resistance to change is only a sympton. It only tells us that the individual or social systyem resisting the change perceives it as being on balance, harmful rather than helpful. Thus, resistance can be viewed as a signal that further diagnosis is required rather than something automatically to be overcome. The conclusion is not shared regarding the need for a major change and all of the risks this entails.

 

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 contact www.asifjmir.com, Line of Sight

Previous Older Entries