Indicators of Poor Listening


In the customer service environment, you cannot afford the luxury of failing to listen to your customer. Periodically, you should do a self-check on your listening style to see if you need improvement. If any of the following events occur, you may need to refocus.

  • Customers  specifically request to speak to or be served by someone else.
  • You find yourself missing key details of conversations.
  • You regularly have to ask people to repeat information.
  • You walk away from phone calls or personal encounters not completely knowing what action is required of you.
  • Customers often make statements, such as, “Did you hear what I said?” Are you listening to me?” or “You are not listening.”
  • You find yourself daydreaming or distracted as the customer is speaking.
  • You miss accompanying nonverbal cues sent by the customer as the two of you communicate.

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.

Communications: Compliance


Compliance results through a power relationship between the participants in the communications process. That is, a receiver complies with persuasive efforts of the source because the source has the power, legitimate or otherwise, to administrator rewards or punishments.

Because the powerful source controls rewards and punishments, he or she can often induce compliance to his or her advocated position. However, compliance is relatively superficial in the sense that a compliant individual does what he or she is forced to do and does not necessarily adopt the complied-to position as a matter of personal desire or preference.

Sales representatives sometimes possesses a degree of power over buyers, especially in a seller’s market where demand exceeds supply and buyers are dependent on their vendors for supplies of raw materials, parts, or merchandise. Purchasing personnel may feel that if they do not comply with a sales representative’s requests, their orders may be delayed or cut off completely.

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.

Customer Needs


Using communication skill techniques engage customers in dialogue that  allows them to  identify what  they really want or need. If you can tell what a customer’ behavioral style is , tailor your communications strategy as necessary. Keep in mind that some of their needs may not be vocalized. In these instances, you should attempt to validate your impressions or suspicions  by asking questions or requesting feedback. Gather information about customers from  observing their vocal qualities, phrasing, nonverbal expressions and movements, and their emotional state.

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.

Silence as Acceptance


As a generalization, the offerer can never consider silence by the offeree as an acceptance. In some cases the offerer attempts to bring about a situation of this kind by a statement in the offer to the effect that failure to reply will be construed as acceptance of the offeror’s proposal. Usually, the offeree is under no obligation to reply to any business proposal. However, if the offeree requested that goods be shipped on approval, or there is a prior business arrangement or understanding between the parties, silence may be fairly construed as acceptance. These cases are exceptional, however.

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.

Objective of a Supply Chain


The objective of every supply chain is to maximize the overall value generated. The value a supply chain generates is the difference between what the final product is worth to the customer and the effort the supply chain expands in filling the customer’s request, for most commercial supply chains, value will be strongly correlated with supply chain profitability, the difference between the revenue generated from the customer and the overall cost across the supply chain. Supply chain profitability  is the total profit to be shared across all supply chain stages. The higher the supply chain profitability, the more successful the supply chain. Supply chain success should be measured in terms of supply chain profitability and not in terms of the profits at an individual stage.

Having defined the success of a supply chain in terms of supply chain profitability, the next logical step is to look for sources of revenue and cost. For any supply chain, there is only one source of revenue: the customer. All flows of information, product, or funds generate cash within the supply chain. Thus, the appropriate management of these flows is a key to supply chain success. Supply chain management involves the management of  flows between and among stages in a supply chain to maximize total supply chain profitability.

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.

 

Generating Meaningful Response from Customers


To generate meaningful response from customers, you must be conscious of the following points:

  1. Avoid Criticism: Don’t appear critical in the way you ask questions. Nonverbal messages delivered via tone or body language can change the meaning of your spoken words from positive to negative.
  2. Ask only positively phrased questions: You can ask for the same information in different ways, some more positive than others.
  3. Ask direct questions: You generally get what you ask for. Therefore, being very specific with your request for information can often result in more useful information. It can also save time and effort.
  4. Ask customers what you can do to better serve them: There is no better or easier way to find out what customers want and expect than to ask. They will appreciate it and you’ll do a better job serving them.

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.

 

Goodbye Industrial Economy, Hello Global Knowledge Economy


Goodbye the state running things, hello Global Joe Citizen empowered by the technology-driven changes in the first decade of the 21st Century and with a mobility beyond the wildest dreams of those who brought us into this world. Yes, I do mean us, fellow global citizens.

The 20th Century was all about us having to rely on governments to deal with those issues beyond our personal capacity to influence, regardless of how much concern and anxiety were personally invested. Simply put, this has all changed.

Just as the world landscape is now determined by a new order of collaborative arrangements, so the time has come for us all to seize control of our choices and pursue new personal value-led collaborations.

Together you and I must make it work for all our fellow global citizens, not least the 800 million who will go to bed hungry tonight. If the values, beliefs, ideals, and ethics that we take with us to work each day do not result in our business environment adding rather than detracting from the sum of global cooperation, our long-term personal and corporate business goals are doomed to failure.

But what we do have is a business environment pregnant with possibility and unfettered by past constraints of geography and technology. It is up to us as individuals to nurture an atmosphere where value-led decision making thrives.

Corporate culture looking beyond traditional business horizons is the agenda item of the moment. The public scrutiny and disapprobation flowing from corporate scandals on a global scale request and require a re-evaluation of compliance with ethical, environmental and social imperatives. A new collective, caring culture is no longer just an attitude of mind rather than depth of pocket; it makes good business sense.

Therein is your desirable future: you are the engine that drives new connection between global business and your community. Integrity is the fuel that drives both the engine and the process. Take control of your choices and root them in the eternal triangle of truth, trust and peace. Without truth there can be no trust and without trust there can be no peace. Adopt this landscape for mapping your relationships. Until people trust you, they will not change with you. So many of today’s leaders now fail to fulfill their ambitions for this very reason. Never underestimate the power of good intent. When you change, the world changes with you.

The more your ambitions are aligned to the benefit of humanity as well as your business, the more relevant the product of your labor will be. In turn, the more valuable you become in the market place, the greater your capacity to take control of your choices and your future. A values-led approach and entrepreneurial spirit advancing an enterprise culture are not mutually exclusive.

On the distant future day you finally retire from your business world, your peers, looking back, will judge you on your actions and achievements not just on your beliefs.

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.

 

Production Management


Production is the use of people and machines to convert materials into finished products and supply these products to customers. Production includes three key stages: product development, purchasing, and manufacturing.

The development of a new product involves six steps: idea generation, screening, business analysis, product development, test marketing, and commercialization. Roughly, one in 58 new product ideas becomes a commercial success.

When the product development department designs a new product, a make-buy decision determines which components will be bought from outside suppliers and which will be made by the firm itself.

The six steps in purchasing raw materials and semi-finished and finished parts are 1) recognizing what is needed, 2) developing specifications, 3) requesting bids and selecting a vendor, 4) following up with the vendor, 5) receiving the order, and 6) evaluating the vendor.

Mass production and automation have revolutionized manufacturing methods and have made higher quality, standardized products available at lower prices.

The three classifications of manufacturing operations are standard versus custom manufacture, continuous versus batch process, and analytic versus synthetic process.

Once final products are assembled, the transportation section must ship them to customers on time and in good condition. The managers here use one of the five modes of transportation: highway, rail, air, water, and pipeline. Developments such as piggyback service and containerization allow a business to use two or more transportation modes to move shipment over long distances.

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.

Corporate Giving


One of the most visible ways in which businesses help communities is through gifts of money, property, and employee service. The corporate philanthropy or corporate giving demonstrates the commitment of businesses to assist the communities by supporting nonprofit organizations.

Some argue that corporate managers have no right to give away company money that does not belong to them. According to the line of reasoning, any income earned by the company should be either reinvested in the firm or distributed to the stockholders who are legal owners. The charitable contributions are one additional way in which companies link themselves to the broader interests of the community, thereby advancing and strengthening the company rather than weakening it.

Companies also help local communities through the substantial number of business donations that are not recorded as philanthropy because they are not pure giving. Routine gifts of products and services for local use often are recorded as advertising expenses; gifts of employee time for charity drives and similar purposes usually are not recorded; and the costs of soliciting and processing employee gifts, deductions usually are not recorded as corporate giving. Still, they add value to the local community of which the company is part.

Many large US companies have established nonprofit corporate foundations to handle their charitable programs. This permits them to administer contribution programs more uniformly and provides a central group of professionals that handles all grant requests. Foreign-owned corporations use foundations less frequently, although firms use highly sophisticated corporate foundations to conduct their charitable activities. As corporations expand to more foreign locations, pressures will grow to expand international corporate giving. Foundations, with their defined mission to benefit the community, can be a useful mechanism to help companies implement philanthropic programs that meet corporate social responsibility.

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 Personal Touch


  • People like to buy from people
  • You build a business one customer at a time, one purchase at a time
  • Use the customer’s name in all written communication
  • Courtesy, manners and politeness are keys to building trust, respect and loyalty
  • Use names regularly in conversation
  • Accommodate the customers special requests wherever possible (impossible is a subjective statement)
  • The first sale you make is yourself
  • Rapport is a skill that can be learnt
  • No-verbal communication is the most important and quickest route to reaching people
  • Get to know your customers—all of them
  • One hundred percent attention at all times
  • Make every customer feel like your most special customer (not your only customer)

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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