Networking and Chinese Walls

Aerial view of the Broadgate Tower, London
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When I worked in the City of London in the heady eighties there was always some big financial deal going on. Perhaps a takeover bid or an IPO could be on the cards. One of the ethical problems was that different parts of the same company could be working on a project in conflicting ways because they acted for different parties to a particular deal, or even opponents in a takeover battle. For that reason, confidentiality had to be preserved even within the firm one worked for, so one couldn’t afford a careless word over lunch in the canteen or on the park bench. These special arrangements where we could not talk about our work with members of staff on another team were and are called Chinese Walls.

A similar situation might arise at a personal level. Cousin Bill might not get on with Aunt Agatha. We would like to maintain good relations with both so we just don’t mention one to the other when talking. Much better to keep quiet and keep both happy. It is not dishonest; just diplomatic and in that way we could help either if need be without any acrimony.

In our on-line and off-line networking we can find ourselves in similar situations where we find that one good friend or business acquaintance has some animosity towards another. We can stumble unwittingly into a problematic situation if we are unaware, but once we do know then we have to treat them like Cousin Bill and Aunt Agatha and just avoid referring to one in the other’s company.

I have found myself in an embarrassing position not being aware of a problem between a couple of acquaintances, but once I realised, brought down the Chinese Wall between them. Have you found yourself caught between two adversaries? What did you do?

© Jon Stow 2010

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Knowing when not to apologise

We all know that when something goes wrong in our business and a client or customer has not received the service he or she expects, the first thing we should do is apologise. Generally if we pay attention to our business this will be a rare occurrence; it might never happen. Still, the principle must be do apologise and move on when something goes wrong.

If we say we are sorry for things which are beyond our control or indeed for non-existent failures, we can sow seeds in the minds of our clientele that something has gone wrong when actually it hasn’t. Then they might tell their friends about some supposed problem and we will suffer.

I was put in mind of this the other day when waiting at the check out desk of our local aquatics store. The assistant at the till kept saying to each customer “Sorry for the wait”, yet no one had to wait more than a minute as far as I could tell. I only even thought about the length of the wait because I heard her apologise to the customer in front of me. I had the same apology but there really was nothing to apologise for, we could watch the fish during our brief pause; yet she might have people think that the till service was really slow.

In my business I could apologise for a client’s high tax bill, but as I don’t “miss a trick” in claiming allowances and available reliefs, I just tell people what they owe. If I apologise they might think it is my fault they have to pay so much to the Government.

Next time you think about telling your customer you are sorry, consider whether you have anything to be sorry for. Otherwise just give the facts, keep the customer in the loop, and don’t apologise.

(C) Jon Stow 2010

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Networking and raining on my parade

We have to accept that some networkers are very insecure. That would be because some people in general are insecure.

There can be a problem at some events which allow more than one of the same type of business to be represented. I do not feel threatened by other people in my general area of business. Actually I like to get to know them. I regard them as colleagues. I may be able to refer them if they and their businesses have strengths in areas which I and my business do not find profitable and interesting. At the same time we have the opportunity to share ideas and experiences. I have a rule never to try to tempt away a client from another business I know (known as tapping up). Actually I never ever criticise the work of someone else in my field. It would be very rude and unprofessional.

I was an an event a few weeks ago. I had the opportunity to mention my business briefly and in passing while giving a talk about something else. Later, an attendee representing a business in a similar field spoke at length about what their company could provide. It simply seemed that this person was trying to out-sell me and rather stridently too, even though I wasn’t there to sell and indeed had made no effort to do so.

My advice is that if you meet someone in a similar field, make sure you have a good chat with her or him to see if you might work together or co-operate. There is much more benefit from walking the same road in partnership than in trying to push the other person off.

Just don’t rain on someone else’s parade. That other person could be your key to more success.

© Jon Stow 2010

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Customer service? What’s that?

Mother’s TV breaks down. Her daughter telephones the local store of an electrical chain to ask them to send someone to collect it and mend it. She asks that they move the TV from the bedroom and set it up so that Mother can still view in the living room. They say they probably can’t.

Non-technical daughter moves bedroom TV to living room herself and leaves note asking chain store person to connect it when collecting the other one. They come, two of them, disconnect and take defective TV without speaking to Mother. They ignore note and leave other TV unconnected. Mother, who no longer reads much due to short attention span and memory loss, is left with nothing to occupy her.

The following day daughter and son-in-law visit to find unconnected TV. More technical son-in-law plugs in aerial lead, connects to mains, depresses switch and television works perfectly. Time taken? About a minute.

Why did our chain store visitors not connect the TV? It could not have been ‘Elf and Safety surely because they must connect and disconnect equipment in people’s homes all the time. I cannot understand why a simple act of kindness was beyond these men, even if they are not instructed in customer service.

The chain will have no future business from us. It is another example of employees damaging the reputation of their business. What is going on?

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Cold calls, warm calls and reputation

Recently I was called on our home telephone by a female person who immediately launched into a script along the lines of “I am calling from “Anonymous” Windows to tell you about our current special promotion if you order from us within the next month any new windows or doors”. As it happens I was still in the midst of some work for a client, so I said “Excuse me. I gather this is a sales call. My wife and I prefer not to have these on our home line and we have registered not to receive cold calls.”

The indignant response to this was “Well, your wife did enquire about one of our products last May. You are very rude, Mr. Stow” and with that she put the phone down.

Now, it turns out that my wife did indeed enquire about a new window in the porch (far too expensive and not good value), so the company has us on their calling list. Fair enough. However I may have my faults but I am always polite as I was to this person on the telephone. If she had stayed on the line we might have sorted out the misunderstanding and ended the call on a friendly note.

What happened was that the caller ended up being really rude to me. Of course she may have had a bad day, but she has guaranteed that not only will we not be buying from her employer in the near future, we probably won’t be buying from the company in the longer term. For all she knows I will be telling everyone I meet about the call and naming the company, which certainly won’t help them. I thought better of naming the business in this post because it might have an unfair impact on her fellow employees.

A few ill-chosen words can do so much damage to a business reputation.

© Jon Stow 2010

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Trust, networking and the black hole

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When we refer someone to a friend or colleague or fellow-networker, we do need to be able to trust the person we have recommended. That is obvious and should go without saying. Part of the way we can feel comfortable to refer someone is simply by being acquainted with them for a length of time.

Taking this further, that means we have to see the person we may refer regularly. We may have had a one-to-one (I hope we would have), but at least we need to see the person often at networking events. Turning up is very important because being there establishes reliability. Not being there indicates quite the opposite.

I like to refer the best person for the job. The best person is usually the one who turns up; not always of course because working with someone is a matter of comfort too for the person who needs the service or product. Mostly though we need to refer the person whom we know better than the others.

I cannot refer someone whom I don’t see very often even if we both belong to the same club or group. If I simply haven’t see a business owner for a year or several years, he hasn’t got a hope of getting business through my suggestion. If I haven’t seen the person in the last three years since she would have been the obvious choice, she might as well have fallen into a black hole as far as I am concerned. Of course I care about her well-being but I cannot stake my own reputation on her work even if I can find out how to track her down.

Did you know someone who had disappeared just when you thought of him or her?

© Jon Stow 2010

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The right market for a business start-up

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When we are starting a business it is easy to take on every prospect who comes to our door and every project we may be asked to do. It is easy for me to say that it is important to be selective, but I have been around long enough to know that we do need to be choosy.

Whatever business we are in we need to decide what our market is. It is very tempting to take on a lot of small value bits of business, but they tend to be fairly routine and unlikely to lead to bigger things and bigger fees later. Large volumes of small customers or clients also tend to be very labour-intensive. We are likely to create a treadmill for ourselves, especially if we offer a service which will be called upon over and over again. Repeat business is worth seeking out, but repeat business which occupies all our time tends to keep our income down.

If we are choosy we can look for clients and customers who appreciate the individual touch and a customised service. We can charge higher fees because we know our clients value us and value the service. Value is what a good client wants and appreciates. Value business is what allows us more time for seeking new and valuable business and even more importantly allows us some leisure.

Knowing what our market is, offering value especially in a niche area not only sets us out from the crowd; it allows us to leave the crowds behind when we need a little downtime.

Don’t you agree?

© Jon Stow 2010

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Using our window of opportunity in business

Wheat.
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I have a favourite walk just round the corner from home, where the footpath leads around a farmer’s field ( and past an ancient hornbeam wood, but that’s another story). In early August after a lot of sunshine and only moderate rain, it struck me that wheat which had been sown this year was just right for harvesting. I walked a couple more times around this field in the next few days and wondered why the corn had not been cut. Of course it might have been for waiting a turn with hired machinery, but everything seemed perfect; the condition of the wheat and the dry weather in particular.

Then August showed her fickle ways. It rained and it rained. When I took my next walk, a lot of the wheat was bent over or laid, and even the upright ears and stalks were turning black. The chance was gone, the hard work wasted and the money for that work all gone.

There are times when we need to release our inhibitions and just go for the opportunity. Usually we step back from taking action when we have the chance by giving ourselves small alibis for inaction. Sometimes rather than wait we must force the issue because otherwise our great plans and our hard work will come to nothing. As well as inspiration and enjoyment it takes courage to run a small business We must take our opportunities while we can.

Don’t you agree?

© Jon Stow 2010

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Remembering the few and many others

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As I write this there have been commemorations and memorial services remembering The Few, those who fought in the Battle of Britain seventy years ago, and without whom I probably would not be here running my business in a free society. It is almost unimaginable what might have happened to European politics and culture in the intervening period, and what suffering there would have been beyond the terrible things that happened back then.

Of course very little in modern society can quite compare with what The Few did, but we should be very grateful to those in the last seventy years who have helped preserve our freedom with their courage.

It struck me recently that there are so many people making all sorts of contributions to our society including the business fabric of the modern economy. They did their bit and are so easily forgotten. My Dad spent time in North Africa, the Middle East, Italy and Austria during the Second World War. If it sound a little lame to say “spent time” it is because he has never talked about it much. I know that those years were mostly pretty unpleasant. The desert was a very uncomfortable place to be. Dad was in Signals, but was still a target landing on the beach in Sicily. He did his bit. Later, he worked in the City for a well-known bank (not one of the infamous ones), but he retired a long time ago and no one there today would know about his contribution.

My wife’s Dad joined the Navy in the Twenties and to his chagrin was injured on duty before the start of the Second World War and he was invalided out. He became a salesman, and a good one. He was the first to sell the beer produced by a well-known (then just local) brewery to non-ties outlets, free-houses, clubs and so on. The company is now huge and international, but to give you a clue it all started in Bury St. Edmunds. His son, my brother-in-law carried on the good work, but it would be nice to think my wife’s Dad, whom I never knew, was still remembered by more than just his family.

We work with others through our lives and their efforts help our employers and often our own businesses thrive. We have learned from other workers from the day we started in the working world. We always must owe a lot to those with whom we have worked, and maybe we have made small contributions to their lives too.

Isaac Newton was perhaps thinking more in terms of science and maybe philosophy when he said “If I have seen a little further it is by standing on the shoulders of Giants” but everything we have in business and in our society is from standing not only on the shoulders of Giants but on the shoulders of the little people, many or most of whom are forgotten. I think we owe it to ourselves and to them to remember while we can how we have come to where we are.

© Jon Stow 2010

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Personality, marketing and business principles

Those who know me well are aware that I prefer a logical approach to my work and pay attention to detail. That is the nature of the business I am in, helping people with their tax problems and teasing out and rectifying problems people have in their businesses. I am not saying that we should not take a step back now and again and look at the bigger picture, but like any mechanic I know that a major problem can arise from just a small failure. It is finding what has gone wrong which is the key to getting on the right track with things ticking over smoothly.

I have a similar approach to running my own business and to my marketing. I test and test what works, and spend money where I think it is best applied. While I have a pretty decent web presence it is not through being flamboyant; just through making friends and trying to help others online which is also really nice even where it makes no money.

I am definitely not an arty person. I can’t draw or paint. I don’t make big gestures. I don’t bother about sparkly things. I don’t throw myself into big campaigns without having some certainty of outcome. Yet those who do launch into major projects blindly, or seriously big marketing or advertising campaigns may come up trumps.

I wonder if deep down our approach to business reflects our personality and we cannot change it. Both methods work; the showman Richard Branson and the understated Warren Buffett. Is it better to be a shining light in the firmament with a Mac and an iPhone and an eye for the bright lights, or like me, an XP, Windows 7 Android sort of person with a touch of Linux, but pretty plain vanilla. Is it all down to our personality Operating Systems?

What do you think?

© Jon Stow 2010

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