Hub You - Business

Customer Loyalty: Investing In Relationships
Most businesses are like African baboons – these furry fellows race through the cornfields, picking corn and stuffing it under their arm. As fast as they stuff the corn under their arm, it falls out the back, but they keep on picking and stuffing! By the time they get to the edge of the cornfield, they are carrying one corncob and they’ve left a trail of corn on the ground. This is how many entrepreneurs handle customers. They’re so busy getting new ones that they neglect and lose their existing customers out the back door. Attrition spirals out of control and yet they continue to spend more money on finding new customers.We know it’s far more affordable to resell existing customers than to get new ones. We know that it’s better to retain our customers and to encourage referrals throu

try requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

4. Consistency: when a decentralised, verbal training needs analysis system is replaced by a centralised online process, the training survey issued is the same for all employees and comparison of like-for-like results made easy.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audi

Young Beef Cattle Bull Notes and Reminders
Yearling bulls should be well grown but not too fat. The energy content of a ration should be reduced if bulls are getting too fat. Fat bulls may fatigue rapidly, contributing to fewer cows conceiving.For a yearling bull to be used successfully, he should have reached puberty 3 to 4 months before breeding time. The age of a bull at puberty depends on several interrelated factors, but size or weight and breed are probably the controlling factors.The production of semen by a young bull largely depends on his overall growth as well as the development of his testicles and other reproductive organs. The size of testicles and volume of semen produced are positively correlated.Research at Kansas State University has illustrated that young "gain-tested" bulls have normal fertility

To most organisations, the benefits of investing in ongoing staff training are clear. They include:

Process improvements: reduced duplication of effort, less time spent correcting mistakes, faster access to information, etc.
Cost savings: lower staff turnover, lower recruitment costs; reduction in bad debts; reduced customer support calls; reduced help desk calls; reduced need for supervision; reduced downtime; increased staff productivity; fewer machine breakdowns; lower maintenance costs, etc.
Improved profitability: increased sales; more referrals due to better customer service; new product ideas; improved customer satisfaction and retention, etc.
Performance improvement: in quality, quantity, speed, safety, problem solving, etc.
Behavioural improvements: in attitude, ethics, motivation, leadership, communication, reduced staff conflict, etc.
Increased staff satisfaction: Well trained staff tend to be happier, stay longer, and are more loyal.

Furthermore, research undertaken to uncover the financial impact to an organisation of investing in staff training shows a clear and quantifiable link between an above average investment in staff training and superior bottom line performance:

Based on the training investments of 575 companies during a 3-year period, researchers found that firms investing the most in training and development (measured by total investment per employee and percentage of total gross payroll) yielded a 36.9% total shareholder return compared with the 25.5% weighted return for the S&P 500 index for the same period. [1]
Firms that invest $1,500 per employee in training (per year) compared with those that spend $125 experience an average of 24% higher gross profit margins and 218% higher revenue per employee. [2]
Just a 2% increase in productivity has been shown to net a 100% return on investment in training. [3]
A Louis Harris and Associates poll reports that among employees with "poor" training opportunities, 41% planned to leave within a year, whereas of those who considered their company's training opportunities to be "excellent", only 12% planned to leave within the same period.

So, if we accept the findings above that support the case for investing in a formal staff training program, how does one go about identifying staff training requirements and putting a suitable program in place?

Enter The Staff Skills Audit:

If a company's strategic plan involves doubling the workforce size within 3 years and opening two completely new divisions during that period, then you would hope that the company's HR Management team have a good handle on what skills the company currently has, and what new skills it needs to obtain in order for the company to meet its business objectives. As such, a staff skills audit (uncovering current situation) and training needs analysis (guiding future direction) is a vital first step in obtaining company-wide quantitative data on what skills an organisation's workforce currently has, and (based on the company's business objectives) where the skills gaps lie.

Whilst conducting face-to-face meetings with a select few staff members to discuss training requirements, or ensuring training needs are raised with staff at their annual performance reviews can both be a worthwhile exercise, neither approach will give you an accurate company-wide picture of the organisation's skills status and future training requirements at one point in time. As such, an annual or bi-annual online staff training needs survey is becoming an increasingly popular approach to address this requirement.

When assessed against the alternatives of paper-based or face-to-face training needs analysis surveys, we find the online approach has a number of clear advantages. These include:

1. Speed and ease of reporting: online survey results are generated instantly, and anyone given authorisation can access the results from any web browser in the World, at any time, with the data securely held on encrypted servers. If the same survey is used results can also be compared from month to month, or year to year to help spot trends and assist with budgeting and planning. The online approach also saves significant time with distributing and administering the survey as a survey link is simply e-mailed to employees.

2. Data entry time/expense/errors: the online survey quickly stores the exact data and scoring entered by each employee. Management's data entry requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audit

How to Handle Irate Customers
Customer service would be one of the most difficult positions in a company mainly because the majority of people miss the point of it. You see the definition of customer service is servicing customers. Normally, when a client calls your hotline or helpdesk, they want clarification on a matter that wasn’t clearly explained before purchase, or let you know that the product they bought is faulty, or find a way to solve their problem.The majority of people call a helpdesk in the hopes of getting their problem resolved quickly. Having competent people at your helpdesk to solve these problems makes a huge difference in how well your customers are handled. Most people don’t like to complain and hope their issue will get solved promptly.When you get aggressive customers, it is easy to become

shows a clear and quantifiable link between an above average investment in staff training and superior bottom line performance:

Based on the training investments of 575 companies during a 3-year period, researchers found that firms investing the most in training and development (measured by total investment per employee and percentage of total gross payroll) yielded a 36.9% total shareholder return compared with the 25.5% weighted return for the S&P 500 index for the same period. [1]
Firms that invest $1,500 per employee in training (per year) compared with those that spend $125 experience an average of 24% higher gross profit margins and 218% higher revenue per employee. [2]
Just a 2% increase in productivity has been shown to net a 100% return on investment in training. [3]
A Louis Harris and Associates poll reports that among employees with "poor" training opportunities, 41% planned to leave within a year, whereas of those who considered their company's training opportunities to be "excellent", only 12% planned to leave within the same period.

Enter The Staff Skills Audit:

When assessed against the alternatives of paper-based or face-to-face training needs analysis surveys, we find the online approach has a number of clear advantages. These include:

2. Data entry time/expense/errors: the online survey quickly stores the exact data and scoring entered by each employee. Management's data entry requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audi

Branding and Business Identity - Image is Everything!
Underestimating the importance of image is a common marketing mistake. When we talk about image in business, it encompasses a broad spectrum. We’re talking about overall image of storefront; interior design, marketing materials, website and even your people, (staff members). All of these elements determine how your business is perceived. They also tie in with your overall brand and help people decide if they will do business with you, or not.The heart of your business identity is your logo. It represents who you are and what you do. The image of your business is the foundation of your marketing and advertising efforts. If your logo and identity package is weak, your advertising and marketing efforts will not be as successful as they could be. If you aren’t familiar with the term “identity pa

upport the case for investing in a formal staff training program, how does one go about identifying staff training requirements and putting a suitable program in place?

Enter The Staff Skills Audit:

When assessed against the alternatives of paper-based or face-to-face training needs analysis surveys, we find the online approach has a number of clear advantages. These include:

2. Data entry time/expense/errors: the online survey quickly stores the exact data and scoring entered by each employee. Management's data entry requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audi

The Employment-at-Will Doctrine - Another Euphemism as our Language Fades into Irrelevance
States that have adopted this standard as a way of attracting businesses, have managed to do so without an outcry by the vast majority of voters, employees. After all, why should there be an objection? It sounds so fair and evenhanded on the surface. If you, the employee, no longer want to remain in your position, you simply move on after giving appropriate notice. No reason need be given, though you’ll no doubt be asked and will probably offer the least offensive one you can muster.So, doesn’t it follow that your employer should have that same right? If he or she decides one day they no longer want you around, shouldn’t they have the option of sending you out into that big world with all its opportunity? Of course there are limits imposed by law on the reasons they can sever the relat

either approach will give you an accurate company-wide picture of the organisation's skills status and future training requirements at one point in time. As such, an annual or bi-annual online staff training needs survey is becoming an increasingly popular approach to address this requirement.

When assessed against the alternatives of paper-based or face-to-face training needs analysis surveys, we find the online approach has a number of clear advantages. These include:

2. Data entry time/expense/errors: the online survey quickly stores the exact data and scoring entered by each employee. Management's data entry requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audi

Scanning And Printing Services
There are establishments that undertake both printing as well as scanning. Scanning means professionally processing the pictures you have included in your layout for printing. Scanning for professional printing is done at high resolutions of 1500 dpi or more. This ensures that the pictures are printed life-like and of high quality.Before you even approach a printing or scanning service you need to know clearly what are known as the specifications of your job. These include: how many black and white images, how many color images, if color, what level of quality, the size of pictures, bleeds, registration, and so on.If you provide all the required information along with printing specifications, the printing and scanning service will be able to give you an estimate. This will be the basi

try requirement is removed.

3. High cost: compared with the paper or face-to-face alternatives, the online TNA process has been shown to cost up to 80% less, and reduce decision making time by up to 90%.

5. Interviewer bias or interpretation errors: the 'interview' is in the form of an online survey and what the employee types is exactly what HR report on.

Once the company-wide survey has been conducted, the next steps in the training strategy development process include:

Analyse the survey results.
Create a staff training profile.
Develop a training development plan.
Communicate the training development plan to all employees.
Implement the training.
Evaluate the training effectiveness. [4]

It is recommended that this process be conducted on a 12 monthly cycle at a minimum. In short, a well constructed skills audit and training needs analysis process will provide a fast and accurate snapshot of workforce training requirements, assist with training vendor selection and budgeting, and ultimately help improve employee retention levels and overall staff satisfaction.

Research sources:

1. American Society for Training and Development (ASTD).

2. Laurie J. Bassi et al., "Profiting From Learning: Do Firms' Investments in Education and Training Pay Off?" American Society for Training and Development, 2000.

3. "The 2001 Global Training and Certification Study," CompTIA and Prometric.

4. EOWA.gov.au - 'Training Needs Analysis and Skills Audit'.

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If you own a business, sooner or later you are going to run into a situation where you screw something up. This situation can be an opportunity or disaster all depending on how you handle it.

Invest in yourself and your happiness. Find your niche, or place, in the business world. It could be as easy as re-discovering yourself.

Put yourself in the shoes of the employer for just a minute. He or she is faced with one of three choices after interviewing you: 1. Hire you 2. Continue interviewing others, or 3. Reject you Your job is to get the employer to hire you!

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