Sherie Griffiths

November 22, 2011

Better the devil you know? – how do you feel about change?

We humans are creatures of habit. Like it or not, as a rule, we aren’t mad keen on major change. In business, of course, we have to embrace it – because if we don’t evolve, we’re dead. Entrepreneurs are a weird subspecies of the human race – and I count myself as one of them. Among our number are those who buck the trend completely. They constantly change what they do or how they do it, just for the hell of it. Take Rupert Murdoch for instance (what was that…? ‘Yes, please – take him!’???! Yes, well, that’s another topic, for another blog…). I once heard from someone who used to work for him that he would implement an idea on Monday – and by Thursday it would have been replaced by something else – just because he could; but for most of us – even if we’re mad enough to go into business for ourselves –while we might see some kinds of change as opportunities, others aren’t so welcome.

I’ve been thinking a lot about this recently because I’ve made major changes, at work and outside. On the work front, there was the rebrand a few weeks ago – the best thing I ever did, incidentally, but quite a scary prospect beforehand.

Personally, I’ve just changed what I drive. No, I’m not talking about swapping a Ford for a Mercedes. I’ve just decided that after twenty-five years of driving Labradors (guide dogs), it’s time to switch to a long cane. What’s the difference? Well, it’s like driving an automatic for years, then suddenly moving to a manual gear box. When you drive an automatic, you still have to know where you’re going and pay attention to what you’re doing and to other road-users etc (as you do with a dog), but there are things you don’t have to worry about. Behind the wheel of a manual car – and behind a long cane – you’re responsible for absolutely everything! Right now I feel I should have L-plates – but this time, I’ll make it work. I’ve tried before and given up – because I didn’t have the motivation to make it work with a cane. This time, for reasons I won’t bore you with, I really want and need to make it happen – so I will.

Coming back to business, I’ve just started reading ‘Fusion: the new way of marketing’ by David Miles and David Taylor. The book is, in a very small nutshell, all about how, whether we like it or not (and those of us over a certain age may like it slightly less than our younger counterparts), our websites must now be at the heart of our marketing and social media has to be a main artery through the body of that marketing.

Last Thursday, at the CEWE conference, organized by the University of East London, I met members of the next generation of entrepreneurs, including two new graduates whose dissertations were business plans. We’re now following each other on Twitter. For them, the need to use Twitter, Facebook etc to promote their new business is as obvious as it was to my generation that we needed a website, or to the previous that they needed to produce leaflets.

Plenty of us who are a little older are getting into social media, of course – it hasn’t been the preserve of teens and techies for some time – but we need to get to grips with using it intelligently, strategically. Without giving too much away, if you’re around my age, you have at least twenty years of working life to go – so, like me, you’re way too young to get left behind.

On that note, I’m off to tweet about this post – and put it on Linkedin … and Facebook … and the website … and …….

November 1, 2011

Do your clothes still fit?

No, I’m not getting personal.  I don’t want to know about the size of your girth – I’m talking about your business’s clothes.

On 1st august, I wrote a blog called: ‘My baby eats cash and poohs paper’, about the similarities I could see between bringing up a child and growing a business. One of those similarities is they both grow out of their clothes.

The last time mine got a whole new wardrobe was when it came into the world, in 2008 – until yesterday.

I’ve been quite personally attached to the name, ‘Savvy Business’, ever since it came to me in a flash of inspiration, in the shower, in 2008; but a few months ago, I realised we’d outgrown it. When we started, it worked with all the podcast series we were doing: – ‘Law Savvy’, ‘US Savvy’, ‘People Savvy’ – you name it, it fitted.

Since then, though, our horizons have broadened. Podcasting is still a very important part of what the business does (teaching people to do it themselves, or doing it for them), but there’s so much more to it now.

The fact is that the company which started out as a business network making podcasts has evolved into an organization specialising in helping people to talk business in the 21st century – live presentation, doing business on the phone and using on and offline media –that includes podcasting, of course, as well as traditional radio.

So the time had come to kit the company out with a new outfit – a new logo, a new website – and (scariest of all!), a new name.

It’s a big decision, to move away from a name everyone’s familiar with. It’s backfired on certain large organizations (remember the Post Office’s attempt to rebrand?)

I’ve taken the pragmatic approach though – far better to take my growing business out in clothes that fit and that reflect ‘who’ it is and where it’s heading, than to go on squeezing it into what it wore as a newborn, just because ‘it’s familiar’.

So, as of yesterday, the trading face of Savvy Business Communications Ltd is Speak For Yourself. The new name, and the new logo and website that go with it, are much more suitable to its personality now – and there’s plenty of room for growth!

Have you ever gone through a major rebrand? What prompted it? – and how did it go? Or perhaps you’ve thought about it and shied away from the idea, in case you lose the mindshare you’ve spent years building up within your market? Either way, I’d love to hear from you. Drop me a line – at my nice shiny new email address!

A lot of what I’ve been doing over the last couple of months has revolved around branding – mine and other people’s – of which, more next time.

May 11, 2011

The Battle of the Bolt – Consistently Inconsistent Customer Service

If you follow me on Twitter, you might have seen my mini-rants over the last month or so, about the problems of replacing a broken bolt for my cross-trainer. ‘What’s that got to do with a blog about business communication?!’ I hear you cry! Well, read on and all will be revealed…

My cross-trainer has never been one of those that stands in the corner, gathering dust and guilt. Since it arrived in January 2009, I’ve used it nearly every day. So you can imagine my frustration – not to mention mild shock! – when I was ‘ski-ing’ away one evening – and the left ‘ski’ suddenly gave way! Had I fallen into a virtual snow hole? No, the pedal hinge bolt had sheered off.

So the next morning, I went in search of a new one. I started with the manufacturers (who I won’t name). Yes, they said, of course I could have a replacement. No, they said, it wouldn’t cost me anything. I could claim on the warrantee – provided I had the serial number. This, I was assured, I would find on a sticker on the machine.

I didn’t. I looked everywhere – I even turned the thing upside-down – no mean feat, I can tell you!; but the only sticker I found just repeated the information about make, model number etc, which I’d already seen in the manual.

So I rang the manufacturers back. ‘Oh dear!’ they said, ‘well, without the serial number, it’ll cost you twenty-five pounds for a new bolt.’ Twenty-five quid?! The whole unit only cost about £250! Were they seriously suggesting one simple bolt was worth ten percent of the total?! ‘Why is it so expensive?’ I wanted to know. ‘Ah, well,’ said the representative sombrely, ‘you see, we have to import them from China.’… Hang on a minute…I might be wrong here, but don’t we import stuff from China because it’s cheaper…?

Trying a different tack the following day (after yet another hunt for the all-important digits), another rep explained, ‘Well, if anything’s going to go on those things, it’ll be the pedal hinge bolt. Takes all your weight, you see.’ He’d said I could have a spare screw I needed for next to nothing, ‘because we stock those. We just don’t stock the bolts.’So why, I wondered, if the pedal hinge bolt was the most likely thing to give way, didn’t they stock those as well? Surely it would be easier and cheaper for all concerned? He couldn’t answer that.

He eventually referred me to Argos, assuring me they would have the serial number on their home delivery records.

The short end of a long story is that after several circuits of Argos’s telephone network, I finally spoke to a very helpful rep, who said she could give me every number I could possibly want re my cross-trainer – except the serial number. They gave me another number to try, saying it would take me to a different department within the manufacturers – but it actually took me to another department within Argos – which I’d already visited more than once on my trips around their phone system!

It was no good, I thought. I was just going to have to bite the bolt and pay the twenty-five pounds.

Resigned to my fate, I rang the manufacturers again.

This time, when I gave a potted history of the mystery tour which had brought me to this point, the latest rep said, ‘Oh, well, I think we can let you have one of those. If it was a computer you needed, we’d have to charge – but one bolt isn’t going to be a problem. It’ll be with you in seven working days.’

It arrived this morning – WHOOOPEEEEEE!!!

So what’s my point? Well, almost everyone I spoke to, at both Argos and the manufacturers, was friendly and helpful – and it’s great that the last man was able to solve my problem – but why couldn’t someone have taken that approach a month ago – before I ran up my phone bill – and nearly did my back in, looking for that serial number? Of course I’m not suggesting there should be a free for all when it comes to warrantees, but if you can prove purchase (which I can), it’s clearly possible to be flexible. It’s just a pity that not everyone on the customer service team is aware of this.

Over the last several months, I’ve been working with Ivan Newman of Living Inside The Brand, on a series of audio-visual downloads about customer service (check them out on YouTube).  The subject of consistency has come up – well, consistently.

Why haven’t I named the manufacturer? Because if my eventual saviour bent the rules for me, the last thing I want to do is highlight that fact and get him into trouble. To be honest, I think he deserves a commendation!

March 25, 2009

Get Business Savvy

I’ve set up this blog on behalf of my colleagues at Savvy Business Ltd – the team of organizations which form the core of the Savvy Business Community and enable us as a company to set and maintain very exacting standardsacross everything we do – and our “Savvy Professionals” – The Savvy Business Community’s professional members. These are the experts who help us to make business information programmes and also provide specific help and advice to our commercial members and guests. I look forward to introducing them all to you in time.

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