Monday Mornings with Madison

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Time Management

March 17, 2014

Clean Data is the First Step to Effective Sales and Marketing

Issue #312

What is the biggest source of waste for many businesses? Few would guess that at many companies it is ineffectual sales and marketing efforts resulting from poor database management. If the contact information for prospects and customers in a company’s database or CRM system is muddy, missing or just plain wrong, it cannot be used effectively for sales or marketing. Bad contact data also makes it impossible to effectively service existing clients. Data quality is crucial to operational and transactional processes within every enterprise and to the reliability of business intelligence and reporting.

Yet, maintenance of contact information for both prospects and customers is one of the most neglected, mishandled and inconsistent processes at many companies… and for good reason. Managing such ever-changing information is a tedious, difficult, thankless and never-ending job. Database managers are seldom praised or promoted for maintaining impeccably accurate records. Yet, if neglected or even ignored completely, dirty data can be the biggest source of waste at any company. Think of the wads of money and time that go down the drain by sending emails, letters, mailers, catalogs, promotions or newsletters to bad addresses… year after year. An unmaintained database will significantly reduce the impact of most marketing efforts and waste the time of every salesperson and leader. It is a shame to implement sound business development strategies for cultivating relationships with people who are ‘unreachable.’ The question is: how can a company achieve consistently clean customer data?
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March 10, 2014

How Are Smartphones Revolutionizing Business? – 2

Issue #320

It is a bit hard to believe that the first mobile phone was invented only four decades ago and smartphones have been around for only 22 years. Considering that nearly 80% of all adults in the U.S. are expected to have a smartphone by the end of 2015, practically no other technology in the history of the world can boast such lightning-speed adoption. For that reason, the future of every business today resides squarely in the palm of the leadership’s hands – figuratively and literally — in how well they embrace and adapt to the world of smartphone users.

Smartphones are quickly and deeply influencing and changing people’s shopping and buying behavior. However, the high-speed advancement of smartphone technology has understandably left many companies scrambling to keep up with the new opportunities and realities that smartphones present. Companies that aren’t on the mobile bandwagon already need to jump on or risk being left behind. But how exactly does a business become not just more mobile-friendly, but specifically more smartphone-friendly? This can be a challenge, especially for companies that are not selling widgits. How can businesses make information, services and support accessible on a computer screen that is typically about 2” x 4” wide? More importantly, how can businesses leverage smartphone use to reach customers in a more timely and personal way? Continue reading →

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December 30, 2013

The Power of Personal Involvement

Issue #310

As 2013 comes to an end and 2014 appears on the horizon, business leaders are thinking about how to take their company, division or department to the next level. Those leaders wanting to ‘kick it up a notch’ are thinking about processes, goals and objectives. They are looking at how to improve their staff performance, organizational structure and sales and marketing strategies. While that is all good, perhaps it is also time for some self-examination. The top brass might start by considering its own impact on the team.

After all, just how much impact does a leader or owner of a business have on the success of his or her team, staff and direct reports? Can the employees of a business or division be just as successful functioning on their own as with a leader interacting with them? Just how necessary and important is the top leadership to a team’s productivity? That depends on their involvement and presence. It turns out that one of the best ways an executive leader can help a department succeed is by being present and available. Continue reading →

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August 26, 2013

Embrace Office Organization

Issue #295

Organization and time management are two of the biggest challenges that people face day-to-day. Busy lives often result in messy lives. This is true both at home and work. In fact, lack of time often leads to clutter. At home, it might be the medicine cabinet that needs tidying. Or it might be the utensil drawer in the kitchen that needs sorting. Or it might be financial records that need organizing. For some, clutter is confined to one area. For others, mess is found in every drawer and closet… every nook and cranny. Lack of organization is not just irritating to the eye and stressing to the mind, it can actually cause real problems. For example, a person can’t take medicine if they can’t find the medicine. Bills not paid on time can result in a lower credit score or worse. Cluttered closets can hide resources that result in unnecessary purchases.

At work, lack of organization can also cause problems. A cluttered or messy desk can waste time as an employee searches for a needed paper or file. A disorganized supply room can cause staff to order additional supplies needlessly. Cluttered or misplaced records can even result in lost clients if key work is overlooked or deadlines are missed. Disorganized accounting records can wreak absolute havoc during an audit or at tax time. Given that organization is key to efficiency, economy of motion and effectiveness, how does a leader or manager ensure that all staff get and stay organized? How can a busy employee stay organized despite a heavy workload? Continue reading →

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July 8, 2013

The Best Time To Work: Early Birds, Night Owls and Intermediates

Issue #288

Virtually every organism on the planet — from bacteria to humans — has a circadian clock, a biological timing mechanism that oscillates with a period of about 24 hours and is coordinated with the cycle of day and night. And while it runs independent of external cues, it is influenced by sunlight, temperature and food availability. This internal ‘body clock’ guides the best time for many activities. The observation of this process in humans was mentioned in Chinese medical texts dating back to around the 13th century. Referred to as the circadian rhythm – from the Latin ‘circa’ meaning “around” and diem meaning ‘day’, this timekeeper guides activities of the body including the best times to eat and sleep.

Almost every function of the body oscillates during the day according to this clock. For example, body temperature is regulated in part by this internal clock. The body’s temperature is lowest around 5am, just before waking in the morning, and highest in the late afternoon. This may have some bearing on heart attacks, which are most common in the morning hours. There are indications that the circadian clock also helps to regulate metabolism. When altered or hindered, that biological clock can wreak havoc in the body. For example, people can experience fatigue and dizziness, known as jet lag, when crossing time zones. Others suffer from depression when living in places with minimal daylight/sunlight such as Alaska.

This internal clock seems to also impact a person’s chronotype; that is whether the individual is a morning person, a night dweller or somewhere in between. A person’s chronotype affects their productivity at work. How so? While a person’s chronotype may not seem like an important employment variable, it has a profound impact on every employee’s creativity, attitude, problem solving skills, and ability to socialize. And those variables have a direct impact on the bottom line of every business. It helps to understand how a person’s chronotype should fit with their work hours and demands.
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July 1, 2013

Managing Employee Requests for Time Off

Issue #287

Vacations are necessary for employees (and employers) to rejuvenate and recharge their batteries. For most, a summer vacation is a care-free time away from the non-stop grind of ‘work, work, work.’ But for business leaders and division or department managers, the summer means an influx of requests for time off. The same is true during holiday seasons such as Passover/Easter, High Holy Days, and Thanksgiving. While vacations and holidays may be a happy-go-lucky time for some, it increases the workload and stress level for others. Multiple requests for leave may arrive at the same time. Vacation requests may coincide with other requests for time off such as maternity leave, family reunions, jury duty, and/or sick leave for medical issues. Conflicts are inevitable. What is a boss to do?
Processing employee requests for vacations or leave needn’t be a nightmare. To minimize leave stress, the key is to set clear policies and plan well in advance. When followed, there are best practices which can help minimize problems with those taking leave and those who will cover for them while they’re gone. Some of these strategies may seem strict or even harsh but, in the long run, ensures the overall well-being of both the staff and company. Continue reading →

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June 24, 2013

Business Travel Tips

Issue #286

A half century ago, the average employee or manager at a company could go his or her entire life and never take a ‘business trip.’ Business travel was really just for top executives and traveling salesmen. That is no longer the case. Today, thanks to the Internet as well as and greater transportation options, companies have expanded their geographic reach. Local companies can provide their products or services regionally, nationally or even internationally, with the only restrictions typically from government rules and regulations. With such massive market opportunities has come a greater need for employees to visit clients and potential clients that are farther and farther away. Employees are also traveling more to conferences and trade shows to gain knowledge and hone skills. And, thanks to the expansion of travel choices – such as airlines that provide regular, non-stop flights to more cities and the expansion of fast rail travel — it has never been easier and more affordable for companies to send employees to far-away destinations for business. Likewise, companies are increasingly able to hire top talent in remote locations and have them commute to corporate headquarters as needed for meetings or training.
All in all, business travel made up over 48% of all air travel in the U.S. in 2012, which totaled over 460 million person-trips. However, although it is more affordable and there are more options, business travel comes with its own set of challenges for the person doing the traveling. Security considerations have made travel more tedious, exhausting and time-consuming. Time management is another challenge as employees look to make the most of travel time, and manage the impact of travel on family and personal life. For those new to business travel, it can be painful to learn the ins and outs of traveling. For those traveling for business more and more often, it can be just as challenging to lessen the impact of travel personally and at work. That said, there are ways to lessen the drain and maximize the value of business travel. Here are a few tips to make business travel a little easier.
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June 3, 2013

Time to Prepare

Issue #283

It seems that warnings to “be prepared” are everywhere. Across the central U.S., residents are being warned to prepare for possible tornados. Although tornado season had been relatively quiet this year — with only 72 tornadoes nationwide in April which was 70 percent below the 10 year average, — May brought a swath of tornados from Texas to Minnesota that included 16 twisters in a single day in North Texas and one that devastated the town of Moore, OK. Out west, California is already contending with forest fires in the Santa Barbara area and residents in fire-prone states are being warned to prepare for possible forest fires. States all along the Atlantic and Gulf coastlines just marked the beginning of this year’s Hurricane Season on June 1st. Last week was Hurricane Preparedness Week. Natural disasters lurk around every corner.

Just as individuals need to heed the warning to ‘be prepared,’ businesses are tasked with the same assignment. As the saying goes, an ounce of prevention is worth a pound of cure. Preparation is primarily about anticipation and avoidance. Prevent loss. Avoid damage. Minimize harm. Is your business prepared for the next possible disaster… natural or otherwise? That depends on how much you’ve anticipated what could possibly go wrong and spent the time, energy and resources to prepare. It is time to prepare. Ready?
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May 20, 2013

It’s Showtime… Almost!

Issue #281

Every serious profession in the world has a multitude of trade shows and conferences catering to the sales, marketing, networking and professional development of its members. While there are always local, regional and state shows, each national trade association has one monster annual show that is not to be missed.

Trade shows and conferences serve a multitude of purposes. They facilitate sales and sales pitches from a wide variety of vendors and businesses. Potential buyers can shop around while vendors get to show off what they have to offer. Attendees are also able to interact with many vendors of products and services in one concentrated location. Vendors also benefit from being in a place with so many potential customers. They have the opportunity to see what their competitors are doing, and if they are being successful at it. They can also gauge if new market trends are worth following. A business can create a new image or reinforce an existing brand. It also provides an excellent opportunity for vendors and attendees alike to gain new knowledge by receiving tips, tools, and strategies. For start-ups, trade shows and conferences are an excellent way for the business to make themselves known and for their leadership to learn more about the industry. Conference attendees are also able to attend a multitude of seminars and roundtables to help sharpen the saw.

That said, it is not enough to just show up at the show and soak up the ambiance in a scattered, haphazard way. To get the most from a conference or trade show, it is important to prepare for the show well and then leverage every opportunity once there. While it is usually clear what a vendor must do to prepare for a show, it may not be so obvious as to what an attendee should do to prepare for an important show Continue reading →

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April 29, 2013

Servicing the Internal Customer

Issue #278

Customer service is a topic that strikes a chord (often a sour note) with many. Some industries, such as air travel and cable / internet providers, are riddled with complaints about poor customer service. Their reputations for mistreating customers are the stuff of nightmarish legends. Other industries or companies are known for their excellent customer service. Apple. Ritz Carlton. Mercedes Benz. These companies consistently provide customers with five-star service. In fact, Ritz Carlton prides itself on delivering six-star service! Regardless of what a company does, builds, makes or provides, the ability to meet the needs of the client or customer is key.

However, if you ask most business people to identify their ‘customers’ or ‘clients’, 99% will inevitably point to the folks spending money to purchase their products or services. Those are the ‘external customers’. Most will not identify their own colleagues and coworkers as ‘customers.’ But, indeed, many of the people who work for a mid-sized or large company don’t actually deal with the external customers or clients who are buying the products or services. Most of the staff of any company are actually ‘behind-the-scenes’, cogs in the machinery that allow companies to function, such as accounting, marketing, HR, IT, production and operations. These people seldom, if ever, speak to or meet an external client or customer. Instead, they provide services that make it possible for others in the company to meet the needs of the external customer. They service the ‘internal customer.’ Unfortunately, internal customer service is even more replete with bad service. Yet, the internal customer is as important as the external customer. Why is that and how does one go about improving a company’s internal customer service?
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