Tag Archives: Business Consultant

A message from richard Cooper – Treat me how I want to be treated, right?

Virtual Office - Customer Service Image

Treat your  customers how you would like to be treated.  That’s right isn’t it?  After all we all want to be treated well when we buy products and services from others.

I have always lived by this philosophy and found that I have been extremely successful in business as a result.   In my last blog I spoke about my Honeymoon in Thailand and the difference in the culture and approach that I experienced.

I began to think about their concept of customer service.  It was somehow different.  They treated my new wife and I exceptionally well but I wondered if they were treating us how THEY would like to be treated themselves.   From my observations, their culture and lifestyle wasn’t based on the same materialism that we take so seriously here.  So what was it that made their service different?

Then it dawned on me.  Some of the best companies I know all over the world DON’T treat their customers how they would like to be treated themselves.  They treat their clients how the CLIENT would like to be treated.   I felt special because I was treated in accordance with MY expectations not the perceptions of the person I was buying from.

I remember a long time ago – at least five years – at a conference hearing a speaker talk of this and to be honest, it went in one ear and out of the other.   After all I was providing great service and it was working.

What I now realise is that whilst my service was and is still one of the best in the virtual office industry, there are no limits to the way in which we can take our business to the next level by adopting the principle of treating the customer how THEY would like to be treated.

In your business, it’s likely that you will want to grow and build a company.  This will mean adding to your team of employees or, indeed, taking on your first member of staff.  How much simpler will it be to coach them to listen, empathise and treat the client how the client wants to be treated.

We are all different and the way that my team want to be treated as customers will often be very different to mine as will the expectations of our clients.  Therefore one of our company goals this year is to treat our clients just how THEY would like to be treated.

If you “get “this, then I know it’s something that you will see as amazing value to your business.  If you don’t it’s OK.  Sometimes these concepts take time.  Come back to this particular blog in around three months, it may be the right time for you then.   Remember I first heard this concept over five years ago.  That’s how long it’s taken me to understand the true value in this concept, and it was at a time when I least expected it.

As always if I can ever be of any help in relation to anything you read on my blogs then just contact me through this site.  I am happy to help you achieve your goals.

Have a great week.

Richard Cooper -Virtual Office Visionary

Follow me @holdeverything1

Happy New Year from Richard Cooper….

I hope you had an amazing festive season.

As we begin a new year I am pleased to announce (for anyone who doesn’t know) that I married in December.   A day I will remember for the rest of my life.

It’s fair to say that in the run up to the big day, there was a huge amount to plan and it was a very stressful time for both of us and even our families.   But the day went perfectly, and we enjoyed an amazing honeymoon in Thailand.  For anyone who hasn’t visited Thailand, I highly recommend it.

The thing about being on a break is that I usually have my best business ideas when I finally stop to relax.  This break was no different, but that isn’t what I want to share today.

What I found in Thailand was an extremely service orientated culture.   Nothing was too much trouble. There wasn’t one person I met who didn’t go out of their way to make sure my break was the very best it can be.    The people I met weren’t cash rich or money orientated which surprised me even more.  I spent a lot of time thinking about how they do this, because it looked so effortless.      I really wondered how they managed this balance, and genuinely meant their kindness.

I met  with one of my suppliers on my return and was explaining this to her.  I asked her if she had any ideas as to how such a calm outlook on life, and business could be achieved, even when it was clear that in some areas, they lead a life that some of us would look at and consider very simple, possibly even underprivileged.    She looked at me and said “Maybe they don’t sweat the small stuff – and you know, it’s ALL small stuff”.

Asking where on earth she got this phrase from, she shared that she had read a book entitled exactly that.  “Don’t sweat the small stuff – and it’s all small stuff”. By Richard Carlson. I have now started to read this book.

It’s based on simple ways to stop the little things taking over your life.  My supplier was right.  The people I was privileged to meet didn’t sweat the small stuff!  They didn’t “sweat” anything!  They seemed to have this understanding that life is more than profit, money, and stress. Ironically they had a profitable life as a result.  The culture, the relaxed atmosphere and the impeccable service was perfectly balanced.

My goal for 2013 is to learn from the Thai culture and build this into my business. I truly believe that business can profit and also be laid back.  If you had told me this before I went on honeymoon I would never have believed you.  Now I can see the vision.   How about you?

 

Read this book, enjoy and make your business better for it.

Happy New Year

 

From Richard Cooper – virtual office visionary

Follow me @holdeverything1

 

EXCLUSIVITY !

Christmas Lights on Oxford Street

As London begins its Christmas lights switch on this week – Monday saw the switch on of Oxford Street lights.  What was different this year was that it was a ticket only event.  The organisers have taken a public street, sealed it off and issued tickets.   Now before you all comment about profiteering, money making and the like, these tickets are free!

So why bother with all of the hassle?   Well, think about it.  They are creating an exclusive event.   Anyone can attend but only if they have a ticket.    It doesn’t have a monetary value, but yet it has created a desirable event and by the looks of the forums practically begging for tickets… its worked!

Similarly someone I know has recently had a break at Center Parcs.   They have taken the concept of creating value and exclusivity and applied it to their business fantastically.   The prices for their accommodation are not budget but one thing that is practically guaranteed is exclusivity.  I had a really good look at their website and through networking also know a client who has worked with them.

You can’t just walk onto a Center Parcs village and you can’t even visit for a day (unless you pay and you are visiting someone who is on holiday there).  They don’t hold public open days and even their fireworks display is strictly for their customers on site only.   They have themes such as “winter wonderland” and events to tie in with the time of year such as Halloween, Bonfire Night and so on.

That’s why they can charge what they do and why people return year after year because they have the exclusivity and have created a product of value.

So, think about your business.  Do you have a product launch or an event?   Are you networking like crazy to get people through the door to buy your service or product?

My advice this week is to create exclusivity in your business.  What do you do that you can make exclusive.   I have a client who has completely changed one of her business models that she will only take on recommended clients and if you aren’t recommended directly by another client, then she won’t take your business.   Sound crazy?   That business is the most profitable it has been in five years!  It’s also Financial Services, which is extremely competitive.

It may take some thinking.  Many business mentors and coaches can support you with this, but if you are looking to grow your business, maybe its time to think “exclusive”.

Until next week

Richard Cooper and the team at Hold Everything

Follow us @holdeverything1

 

More Perspective?

Many of our clients are small businesses and something that I feel particularly passionate about is perspective.

Whilst we have an established team here are Hold Everything HQ, many business owners work alone and the thing about this is that often, there is a different level of perspective.

I remember when I was starting out alone in business. It was me against the world.  My business was my life (and in many ways still is!).  The trouble was that because I worked only with one part time member of staff,  sometimes the pressure of everything all at once felt a little bit too much.   I would feel alone and that there wasn’t anyone I could turn to.  

As the business has grown, this has become less of an issue, however when I speak to a client who is wound up about something that really isn’t as bad as they think it is, I remember being there.

My top tips for you if you ever find that things are getting a little too much are:

1) Take a five minute break.  Sounds obvious?  Sometimes just moving about and taking a deep breath can make that difference. Ask yourself “in the great scheme of things is this really as bad as it seems.

2) If you have received a “bad” email, message or voicemail – wait 24 hours before responding. Your replies are permanent. Don’t do damage by biting back, no matter HOW tempting.

3) Find other businesses in your position.  I met numerous great businesses through business networking.   If you’re just starting out there are many that are free to go along to.   Having others to talk to really helped me to realise that things aren’t as bad as I sometimes thought.

If you are a bigger business dealing with smaller companies:

1) Remember that just because something that isn’t important to you, it doesn’t mean that it’s not essential to someone else.

2) Can YOU take five minutes to listen to a small business? What are your business doing to support start up mentoring?

3) Stay professional at all times regardless of how someone else is behaving to you and if you have been in that position, remember how it felt.

There are so many terrible events going on in the world and sometimes we need to step out and see the bigger picture.  Theres always an answer.

This week our thoughts go out to those affected by the awful events in the USA.

Until next time

Richard Cooper – Hold Everything
Follow us @holdeverything1

 

Don’t Jump!!

I’m guessing that this is something that more than one person said to Felix Baumgartner on more than one occasion before he made the supersonic jump and leapt into the history books.

So why did he do it?I mean, this was extreme.Speculation was rife in the media that he would explode, combust and be most likely to die doing this?

I read a really interesting article in the Guardiananswering some of these key questions about the jump and the effect on him.Questions about the effect on his body, through to whether he was single.(sorry ladies he isn’t!)The burning question now is what next for Felix?He says he is retiring now and going to fly a helicopter or something similar and help others.What a way to retire and what a way to bow out!

Seven years in the planning, with a number of issues and postponements along the way.WHY did he keep going?Was it the fact that even in the face of what many people said, he believed without a shadow of a doubt that he would do it?In order to achieve this success you would absolutely have to have cast iron faith in yourself and your ability.When Felix was in the capsule, and about to jump, at the end of the day it was just him.That final achievement was just him and his belief.

Next time you have a dilemma in business or life, it may be worth remembering this jump and how one man, when many said it couldn’t be done, went ahead and did it anyway.

What could you really achieve if you had absolute one hundred percent belief in yourself.Because at the end of the day, that leap to success can only be done byyou with absolute knowledge that you will land safely.No one else can do it for you. More importantly, no one else can stop you when you decide it’s your time to shine!

Have a great week.Until next time

Richard and the team @ Hold Everything

Follow us @holdeverything1

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