September 2011 Articles

Chick-Fil-A, A Company that GETS IT

Friday, September 30th, 2011

DannyOmalia

Two constant themes to any Customer Service program I present are “corporate culture” and “empowerment.” Not many companies get these right; thus not many companies give very good customer service.

One company/ culture I really admire (there are many, such as Nordstrom, Southwest Airlines, Outback Steakhouse to name a few) is that of Chick Fil-A. If you remember my last two articles on IndySmallBiz describing bad service at Sprint and Chase Bank, you’ll love the experience I had last week at the Chick-Fil-A restaurant on 86th east of Keystone in Indy.

I’d always had a great experience at whatever Chick-Fil-A restaurant I’d visited. Circle Center Mall. Westfield. You name it. This time they made a mistake. After all, we’re all human. But it was the way a young lady responded to the error that will keep me coming back.

I’d ordered a spicy chicken sandwich. When I opened the package, I had chicken strips. I didn’t want to wait in the car line again so I entered the restaurant. Luckily it was after lunch rush so the counter wasn’t too crowded. I Caught the eye of a young lady and explained my problem. She apologized, told me I’d have my sandwich very quickly (it was less than 30 seconds), insisted I keep the chicken strips and gave me a coupon for a free sandwich—all with a smile. I was back in my car within a minute after leaving it!

There are so many great elements at work here. Obviously the company hired a fine employee in this young lady. The trained her well. And they did the toughest thing—they EMPOWERED her to keep mistakes from turning into problems.

In my Power Point presentation, I use a slide that features a quote from Dan Cathy, son of Chick-Fil-A founder Truett Cathy. It’s a “CULTURE” quote. Dan says, “Our light shines brightest when it isn’t on”, referring to the fact that the chain closes its stores on Sundays. That’s the right thing for this particular chain to do. It helps bring it the kind of employees it wants. And its customers appreciate it as well.

Beyond that, the organization EMPOWERED that young lady to take care of the problem right then and there, as well as training her how to do it. Mary Kay Ash was once asked how she had become so successful. Her answer: “I tried to hire really nice people and then tried to let them be as nice as they could be” That’s what Chick Fil-A does.

Hats off to a great organization AND corporate culture!
For information on how to listen to Danny O’Malia’s program on Radio Indy Smallbiz next Tuesday afternoon from 4:30 to 5pm, link here for the Guide to the Radio Indy Smallbiz Schedule.

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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Radio Indy Smallbiz Update

Thursday, September 29th, 2011


 
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Here is the Radio Indy Smallbiz line-up with the host and topic for each program. Go to the specified link to connect either by phone or by web-based streaming audio.

Luke W. Russell – Friday, Sept. 30rd, 9-9:30am
Link to connect to Luke W.’s program

Luke will continue his interview with guest, Burrow Hill, Author of Talk Tools. The topic is: Marriages and Businesses – Keeping Both Happy and Healthy.

Noah Shabman – Friday, Sept. 30th, 4:30-5pm
Link to connect to Noah’s program

Noah will be discussing current computer and IT trends.

Wayne Brewer – Monday, Oct. 3rd, 9-9:30am
Link to connect to Wayne’s program

Wayne’s topic is “Vicarious Living: through Sports, Business, and Social Media.”

John Gifford – Monday, Oct. 3rd, 9:30-10am
Link to connect to John’s program

John will be discussing why and how small businesses should be working collaboratively with not-for-profit organizations and becoming involved in their communities.

Deseri Garcia – Monday, Oct. 3rd, 4:30-5pm
Link to connect to Deseri’s program

Deseri’s guest for the show on Monday is Ellen Dunnigan with Accent on Business.

Lisbeth Calandrino – Tuesday, Oct. 4th, 9-9:30am
Link to connect to Lisbeth’s program

Danny O’Malia – Tuesday, Oct. 4th, 4:30-5pm
Link to connect to Danny’s program

Danny’s guest will be Abdul Hakeem Shabazz, local radio personality (most recently, Abdul in the Morning show) for a “mid term” look at mainly the local mayoral race. but also to talk state and national politics.

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None Of Us Want To Come In Second Place

Thursday, September 29th, 2011

It seems that General Motors Co. wants to tie their union-represented workers’ pay to their work performance. This will be a major shift in how generations of auto workers have been compensated.

“We are trying to give hourly workers the same metrics as salaried workers,” GM Vice Chairman Stephen Girsky said Tuesday at the Detroit auto show. “There is a big pay-for-performance element going through the company and there is going to be more of it.”GM wants more flexible pay levels for workers as a way to encourage better performance and avoid locking the company into handing out big raises when the company isn’t performing well, company executives say.

If they change the system they will be able to measure their employees success immediately. I believe they will also build more productive employees.

Does this work ?

The Federal Government tries it on and deals with the conflicts, http://bit.ly/ns3JI3

You can use pay or other incentives to increase output, http://bit.ly/oAuwN5

Incentives can be customized for employees, http://bit.ly/nT1F1l

Linking employees pay to output does more than affect the bottom line of a business, It affects how an employee feels about his performance. Getting a pay check at the end of the week has more meaning when you actually see what you produce. Imagine how farmers feel when their seeds actually produce fruit?

Conceptually one and one make two but if you actually put two pennys in a child’s hand, it brings it to reality. Many children are taught at a young age that if they take out the garbage they will receive an allowance, this is linking pay to performance. When I realized the value of money I was enthralled with taking out the garbage and kept asking if there was something else I could do to get paid. I couldn’t wait until I was 14 to start baby sitting. As I “earned from doing” I realized that producing had value and I was capable of producing. I bet that many of you had the same experience. It was all good!

Why don’t more retail stores adopt the policy of performance based pay? I often hear there will be more competition and the customer will suffer–why would a salesperson wait on a customer if they weren’t being paid? I would say it’s part of their job! It’s not easy devising a commission based sales structure but it has a big pay off for the store and the salesperson.
For information on how to listen to Lisbeth Calandrino’s program on Radio Indy Smallbiz next Tuesday morning from 9 to 9:30am, link here for the Guide to the Radio Indy Smallbiz Schedule.

read full article »

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The Advantages of a Well-Conceived Buy-Sell Agreement

Wednesday, September 28th, 2011

Presented by T. Ray Phillips

In a previous article was made a strong case for creating a buy-sell agreement for co-owned businesses. To summarize, if owners agree in advance of any transfer event about how to appraise business value, and about the terms of payment, they can avoid the heated and often damaging negotiations that can occur when one owner leaves the company.

This article continues making the case by outlining several other advantages of a (well-drafted and recently-reviewed) buy-sell agreement.

1. Controls Transfers

A buy-sell agreement can control all transfers of business ownership to the benefit of both the owner wishing to transfer ownership and the other owner (or owners) wanting to acquire ownership. This agreement can assure a selling owner (or his/her estate) of a purchase for fair value and upon terms and conditions that are acceptable to all parties. Further, the agreement assures remaining owners that any transfers of ownership must be at least offered to them. This eliminates the potential for an outside party or a co-owner’s spouse or children to assume ownership of the business, thereby diminishing management, control and value.

2. A Valuation For All Reasons

A buy-sell agreement sets forth an agreed-upon method of valuing the business that applies to all transfers.

Your idea of your business’s value may be much lower than the IRS’s or a co-owner’s. If you rely on a “stated value” or on a formula-based value, you may run into difficulties with both the IRS and with other owners because value in privately owned businesses changes often and rapidly. If your buy-sell agreement is not revised every year, its valuation formula will favor either the buyer or the seller and provide ample opportunity for disputes. Avoid this by requiring a value determination by a certified business appraiser—even that provision needs to be carefully drafted!

Similarly, if you are buying a living co-owner’s interest, the value of his/her interest will likely be lower in your opinion than his/hers. If, however, your buy-sell agreement requires the involvement of a business appraiser, you can avoid this impasse.

It is best to agree—today—upon a method of valuing the business when no owner knows on which side of the transfer table he/she will be sitting. Not knowing whether one will be a buyer or a seller tends to ensure that all owners work to protect the interests of both buyer and seller.

If you don’t have an existing, binding process for valuing the business, ideally using a credentialed business appraiser, you can expect disagreements when one of the owners leaves the business. We strongly recommend that you take the reins and design a valuation appraisal process suitable for your company.
read full article »

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