New Year Resolutions You Ought To Make for Yourself and your Organization in 2018
Text Credits : Jayadev Menon Image Credits: www.refinery29.uk
There’s something peculiar that happens at the end of each year. As we draw near the end of our 365-day cycle we are all overcome by this overwhelming sense of purpose. With every passing year, we realise that the days are numbered and that we have lesser time to set out and do the thing we’ve been putting off and better ourselves. It’s that time of the year again, when we open a new page in our diary, probably buy a spanking new notebook and pen, then find ourselves a comfortable chair and gaze into the distance with a sense of purpose and a thoughtful look in our eyes – we are brimming with the intent of turning over a new leaf! Almost always with the arrival of the new calendar at the doorstep come thoughts regarding changes – new directions, new actions …. New Year Resolutions!
In an age when you spend 90% of your adult life sitting in an office hammering away on a laptop, it would be no surprise that your New Year resolutions include many “to do’s” for your professional life and your company. Yet how many of us make realistic goals and keep them?
Been there?
Have you gone back to that page written at the end of 2014 or 2015 or 2016 to check your success rate or at least the degree to which you followed through with the stated intent?
So, as we draw to the close of 2017 what resolutions have you listed for your business this time around? Here are a couple pointers for your work-life New Year resolution list for the coming year – minus the usual ones related to Sales and Marketing, Revenue and so on.
Customer Centricity
We hear so many business owners and head honchos declare in public forums that “Our customers are the cornerstone to our business!” but as a nation, we have an extremely poor track record in Customer Service and Customer Centricity. You only need check industry–wise Customer Satisfaction records and the number of complaints floating around on social media to get the real picture.
The Cochin dealership of an auto major sat on a customer complaint for ten days and then solved the complaint in 2 hours when the customer called their national hotline and vented his anger. Why wait for a wake-up call? What stopped them from giving the customer prompt service before the issues was escalated?
A recent WhatsApp video showed a patient in Trivandrum expressing his agony about the treatment meted out to him by a local hospital. Over a lakh of rupees spent and the problem hadn’t been resolved. He had to undergo the surgery in another hospital abroad to get rid of the problem. This is just one instance; hundreds of other similar cases go unnoticed because businesses give service short shrift. The video will be seen by thousands of people and cause major negative publicity for the hospital.
Businesses in the country are blessed with an immensely large addressable market. If a few customers are lost they can easily be replaced by others. But, can that be used as an excuse especially when the credibility of one’s brand is at stake? Can the business survive if customers aren’t satisfied?
Can you do something in the next calendar year to make your business more Customer Centric? You ought to.
Business Networking
While the formal process for business development takes place it is important for business owners and corporate managers to network with the business community to create a market, visibility and positive word-of-mouth.
“Whom you know” and “Who knows you” are determinants of success, the latter being more important. Not just being visible at the right places and in the right company, but making the right impression in the group and creating value for others.
In the next year try to network more purposefully.
Digital & Social Media Presence
The internet has been available for public use since the early 1990s but it was only in the early 21st century that companies really started using it to the fullest extent of marketing and sales. The arrival of the Smartphone and Social Media ten years ago and the widespread availability of broadband services have provided companies direct access to billions of customers globally. The young and vibrant Indian market can’t live without the smartphone – they learn, work, do business and shop using the device.
As a company looking for a share of this immensely large segment of the Indian market (which is larger than the population of USA), you need an attractive online presence.
What has been your online strategy so far? Is a significant percentage of your sales won through your web presence? Have you checked the online presence of your nearest competitors? How do you compare?
It is not enough that you have a website or social media pages – you need to present information about all your offerings in such a way that the prospect customer takes decisive action. It isn’t a one-time activity, there is need to update information regularly.
In this connected world, presence on the web and mobile are essential for survival and success.
People Policy
Don’t they say that charity begins at home? If you want your customers served right, you need to treat your people right. You can’t ill-treat your employees and then expect them to be nice to customers.
In 2018, try to include a few activities that prove to your employees that they have a caring employer. Don’t keep all the profit to yourself, share a bit of it not just by way of increments but in the form of incentives, team outings or surprise rewards for good performers in the team. Have a team lunch, go to a movie or just a simple office party.
How much time do you spend on the development of yourself or your team? When was the last time you underwent training or coaching? How much time do you spend on training your team?
How much time do you spend listening to your team – let them share their thoughts and concerns. In the beginning, a lot of it could be complaints and problems, but as time goes on you will hear good suggestions and valuable ideas too.
Organisations grow only when the people involved growing. It would be a worthwhile investment.
Next steps:
1. Don’t make a laundry list
– 2 or 3 resolutions would be realistic and honest. Beyond that it’s self-delusion!
2. Prioritise and Be realistic
– Focus on the important and essential; things that can impact business the most.
3. Make your resolutions actionable
– What will be done, by when and by whom? What is the measure of completion?
4. Work on the plan every day
– Set aside time to create a plan and to implement it – check status regularly!
Do make too many resolutions because chances are they won’t get done – long lists can be self – defeating. If you have been diligent in implementation and even managed to complete the first set then you can make a new list of 2 or 3 resolutions – who said that you have to wait till New Year to make a resolution.
So, go ahead, make your list and then implement it… and win big in 2018! Change beckons!