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7 signs that your company is too comfortable

When a company gets too comfortable, the minor details are lost and what was once success becomes a failure. Here are the signs of any company becoming too comfortable.

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too comfortable

Companies of all size make this common mistake

No matter the size of a company, what commonly happens when you hit a certain stride is that comfort sets in. It isn’t always apparent, and it doesn’t always end in dramatic tweet-offs or Yelp battles, rather results in dissatisfied consumers and clients.

On this topic, Omar Aqel has observed seven signs that your company may be too comfortable and in need of a change. Aqel is the Co-Founder of PTel, one of the original no-contract wireless companies in the United States, and Co-Founder of newly created GIV Mobile, a new no-contract wireless service dedicated to giving 8 percent of a monthly Unlimited Everything Plan to charities of the customer’s choice.

Aqel asserts that no business leader should ever quit learning, so in his own words offers the following seven signs based on his company’s culture that will reveal whether or not your own company is too comfortable:

1. Letting Emotions Make Decisions for You:

Work can be stressful at times but that is no excuse for allowing emotions to get involved. Oftentimes employees or even managers make the mistake of letting heated conversations between themselves and customers reach the point where they act out of emotion. For example, by denying a customer the courtesy of waiving a shipping fee because the customer was rude, he or she potentially lost that customer’s business.

If nothing else, letting your emotions get the best of you once makes it easier for them to get the best of you again. We teach our employees to understand our customers first before seeking to be understood themselves. It’s very unlikely customers are contacting us with the intent to be spiteful. More than likely, they are looking for someone to help them with their problem. Remember, your hurt feelings will last a minute. A lost customer will probably be forever.

2. You Forget You Need Every Customer:

We train our employees to treat each customer as if they were our most important one because I honestly believe that’s true. The moment you lose this mentality and take the customer for granted is the moment your company begins its decline. On top of making each customer happy, this objective creates happier employees. If a customer representative denies a customer’s request to waive a fee, a charge, etc. this could be considered “good” for our bottom line. Objectively, our employee saved us money.

But the customer representative doesn’t get anything out of it, right? Instead, they got an uncomfortable, maybe even heated, conversation. By telling our employees to treat each customer as the most important customer, we give them the freedom to do right by them. With this practice, our employees never hesitate to pick up the phone, making happier employees and in turn happy customers. Your business will never fail if the customers are happy.

3. Companies Don’t Give Back:

Many companies these days make an effort to be charitable to their communities and employees. However, this giving often time dries up with added success. Whether or not a company becomes too busy, I believe companies stop being charitable at their own risk. For GIV Mobile, giving to charity is the cornerstone of our business.

I believe it’s our responsibility as a company to give back in an effort to better our community and in turn, the world. Giving back fosters a community of “people doing good,” which is what our company stands for. On top of boosting morale, giving back also helps us appreciate how much we have.

4. Outsourcing Customer Support and Becoming Out of Touch with Customers’ Concerns:

Everybody knows that many U.S. companies outsource their customer service call centers to different countries with the benefit of reducing overhead. However, there is a reason these call centers have developed a negative stigma. Oftentimes customers will call these centers looking for assistance and end up on the phone twice as long just trying to explain their situation. Outsourcing customer service to another company comes with the risk that the employees will not have the same level of knowledge or care as your own employees.

Our customer service representatives are part of our company in more ways than one. We do our best to treat our customer representatives like family and instill in them a sense of pride at GIV Mobile. If they can’t answer a question they will find the person who can. Our customer service representatives want to do everything in their power to make sure the customer hangs up happy. Companies should constantly research if their customers are truly happy with the customer service they are being provided – if not, immediately make appropriate changes so that the next time they call, they are 100% satisfied.

5. They Don’t Regularly Train Their Employees:

A lot of lip service is paid to training when a company is first established. Often there are training regiments and procedures in place to audit an employee’s performance. However, when a company grows quickly or aims to cut costs, training sessions can become less of a priority or even an inconvenience. When a company allows training to fall by the wayside, they are communicating that the service they are providing is just “good enough.” The real issue isn’t a busy schedule; rather the attitude that “good enough” is acceptable.

6. Lack of Discipline, from Top to Bottom:

The art of discipline cannot be overvalued in any company. A manager might avoid using discipline for fear of being seen as the “bad guy,” but more often than not he or she will come off as lazy, incompetent or apathetic. This can cause employees to lose respect for them. A lack of discipline can also translate into a lack of feedback, causing employees to feel stressed by not knowing whether or not they are doing a good job.

Discipline often gets harder the higher one climbs up the corporate ladder, but if a CEO can’t find it in his or her heart to discipline the managers, one can hardly expect managers to do the same for their people. Discipline always starts at the top.

7. They Forget to Thank Their Customers:

A friend of mine once told me an interesting story: her father never threw out his trash at a fast food restaurants unless the lid had “Thank You” written on it. Quirky, to say the least, but that story had a significant effect on me as a businessman. We always thank our customers. When customers call in, e-mail us or even if they are returning a product, we thank them.

Of course we want to show our customers gratitude, but by thanking them we are constantly reminding ourselves, as well as the customer, how valuable he or she is. Your customers don’t have to give you their business. If you’re selling socks, so is someone else. At GIV Mobile, we remind ourselves that appreciating and thanking our customers is essential to maintain a long-term relationship.

The takeaway

Becoming to comfortable is not synonymous with complacency – sometimes overlooking the simple details can cause a decline in the perception of your brand, and as Aqel said, every customer counts. Revamp your efforts today to keep your business successful.

Marti Trewe reports on business and technology news, chasing his passion for helping entrepreneurs and small businesses to stay well informed in the fast paced 140-character world. Marti rarely sleeps and thrives on reader news tips, especially about startups and big moves in leadership.

Business Entrepreneur

Is this normal (you wonder about your business)?

(ENTREPRENEURIALISM) It can be lonely not being able to openly ask potentially embarrassing questions about your business – there’s a way to do it anonymously…

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Entrepreneurialism is wildly rewarding – you are fully in control of the direction of your company, and you’re solving the world’s problems. But it’s also isolating when you’re not sure if what you’re experiencing is normal.

Sure, there’s Google, news networks (like ours), and professional connections to help you navigate, but sometimes you just want to know if something simple you’re seeing is normal.

Is Instagram Stories really where it’s at? Probably not if you’re a consultant.

Is it normal for an employee to attempt to re-negotiate their salary on their first day? Nope, but how do you keep the desirable employee without being bullied into new terms?

Do all entrepreneurs spend their first year in business as exhausted as a new parent? Sometimes.

You have questions, and together, we can share our experiences.

We have a brand new Facebook Group that is already wildly engaging, active, and you’d be amazed at how selflessly helpful people are – and we invite you to be one of them.

Want to anonymously ask a question about something you’re unsure is normal or not?

Click here to submit your question, and we’ll select as many as possible to discuss in the Facebook Group!

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Business Entrepreneur

Amazon on a collision course with politicians as they strengthen their monopoly

(BUSINESS) E-commerce has come a long way in the last decade, specifically led by Amazon, but are their controlling ways putting them on a collision course with regulators?

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In March, Amazon stopped replenishing weekly purchase orders for tens of thousands of vendors in a move that has stirred up some trouble. The tech giant has once flexed its power over first-party sellers over their platform. And it’s not the first time.

Amazon originally sent out to vendors as an automated message citing the hold up in orders as a technical glitch. The following day, vendors were told the change was permanent. The affected vendors were categorized as making $10 million or less in sales volume per year and not having managers at Amazon. Vendors selling specialized goods that were difficult to ship were also a factor.

The effects can have remarkable effects on the market as Amazon’s algorithms decide who is able to sell what to whom via their near-ubiquitous platform. According to John Ghiorso, the CEO of Orca Pacific, an Amazon agency for consultation and manufacturers representatives, the decision is driven by financial data such as total revenue, profitability, and catalog size.

In a response from an Amazon spokesperson, the change was made in order to improve value, convenience, and selection for customers. The mass termination of purchase orders and the delayed response from Amazon herald the transition to the One Vendor system, putting vendors in an exclusive relationship with Amazon. This system will merge the current Seller Central and Vendor Central.

Amazon’s message is loud and clear: they will do what’s in their best interest to mitigate the market for their convenience. One may be reminded of the anti-trust lawsuit against Microsoft in 2001.

The lack of warning didn’t do them any favors either.

While smaller businesses need to change for Amazon’s program, first-party business will revolve around larger brands like Nike with whom Amazon is maintaining a relationship.

Despite the streamlined platform Amazon is going for, the company wields power over vendors and customers alike. Capitalism is one thing, but monopolies are a whole other ball game, and politicians are finally paying attention.

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Business Entrepreneur

Culture Codes is the guide you need for company culture questions

(BUSINESS ENTREPRENEUR) One of the biggest sellers of a company to a prospective employee or customer is their culture. Culture Codes has compiled some the biggest companies cultures in convenient decks for you to study and align with.

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culture codes

Organizational culture is a hot button of conversation. While a variety of definitions exist, one way of defining Culture is the way businesses exist – a summary of values, rituals, and organizational mythology that helps employees make sense of the organization they work in.

Organizational cultures are often reflected in Mission, Vision, and Value statements of organizations.

What many entrepreneurs or new organization struggle with as well, is how to create a culture from the ground up. What kinds of statements and values do they advocate? What are areas of focus? Who are our competitors and what can we do to create a service, product, or quality advantage?

Building a strong culture can be challenging, but a good place to start is looking at the best cultures around.

A new resource by Tettra, Culture Codes, has everything you could want to know on different companies their cultures available for you to study up.

Over 40 companies employing over 280,000 employees have created culture decks and collected core values and mission statements. Companies like Spotify, Netflix, LinkedIn, and NASA have all contributed information.

This information is great for young companies or entrepreneurs to start building a schema about what kind of culture they want to create.

Or existing established companies can look towards peers and competitors and help decide what statements they want to engage culture change on.

For job seekers, Tettra can help potential employees gauge if they are a fit for an organization, or discover that maybe an organization they dream about working for has a culture they may not jive with. And perhaps most valuably, transparently showing off your culture and allowing it to be compared means that organizations can better compete in the talent market.

Recruiters should be obsessed with talking about culture – because it keeps people in the door.

The reasons why people leave employment: work/ life balance, poor treatment, lack of training, or relationship issues with a supervisor or boss; in many ways are a by-product of organizational culture. If you want to compete in the talent market, make culture a selling point and show it off in everything you do.

Even consumer’s benefit from learning about an organization’s culture – values that indicate a commitment to excellence in ethics make consumers feel good about supporting an organization.

It pays to have a good culture. I encourage you to head over to tetra.co/culture-codes and see how companies like Etsy are keeping it real, every day.

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