Nearly ten years into a new government and South Africa has quickly established itself in the global arena. Some of the world’s leading business icons have jumped onto the local retail and service stage: McDonald’s, Gucci, Levi’s, Kookai, Microsoft, Chick-fil-A, Crabtree & Evelyn, IBM, Alfred Dunhill, Sheraton Hotels, Condé Nast, DKNY and Hyatt Hotels are just a few of the world’s leading players which have set up local operations.

And many South African companies have been hugely successful in their global forays: South African Breweries, Nando’s, Biggie Best, Sweets From Heaven, Woolworths, the Sweet Factory, Brazilian Coffee Shop and Steers are all expanding into new territories at a rapid rate.

   
Successful people are being transformed out of necessity. They’re reinventing themselves, flying in the face of tradition, rejecting rules that have paved their way to success in the past. They’re refocusing their mindsets, redefining the nature of their businesses and flattening corporate structures. Indulge, baby. Without the bulge!

The rules have changed. It’s time to get it together – to get it ahead. The timing is right. South African consumers are quickly catching on to superlatives like slickest, fastest, cheapest and best. Common sense prevails, because it all boils down to doing the right things – at the right place, for the right price. I hope you enjoy Good News For the Modern Manager – it’s designed to get you on track and in the groove. Think of this book as your business driver’s manual, its designed to keep you moving. I’ve kept the brain-breaking reading for your lectures and study clubs, opting for quick-hit lists. I love the notion of writing lists: you can make a one-sitting meal of them when you’re starving, or tuck in for a nibble if you’re feeling mentally peckish.

Some points might seem repetitive at times. But any overlap is because the ideas naturally dovetail into one another. Cohesive themes, for example, where leadership creates a motivated staff which results in stronger customer relations …

Learning is an interactive process – whatever information you may have gleaned from my speaking engagements at your company is matched by the knowledge I’ve picked up from your feedback and queries. I hope to grow this process.

 
 

   It’s all very well writing about the world of business – issues ranging from customer service and motivation to delegation and empowerment. But a difficulty arises not only in providing a logical sequence of steps under each heading, but in putting the main categories into some sort of order, too.

Let me take you through my thinking, and show you the route I’ve taken …

Survival depends on staying ahead of the competition. Think of it as a Business Bus: if you cruise, you’re passed. If you coast backwards, you’re bashed. The only constant is change – you gotta keep moving. Get your bus on the road to success with the desire to change and advance – it makes for a healthy, open-ended business design. When you create the right business design, you create a fast-lane to success. You’re gonna arrive safely and on time. Stick to your schedule and map: meet your planned deadlines. Share the driving with your colleagues in order to tackle the long haul – by delegation and empowerment. Delegation empowers both the staff and you, creating a strong team and leader in the process; the leader creates a motivated staff. Your trip will be faster and so much more pleasurable. In turn, the motivated team creates stronger customer service. Result? Happy passengers. It’s a cyclical upward growth curve. That is, if you get it right … Think of this book as your Business Bus driver’s manual; it’s designed to keep you moving.


Enjoy the trip!

 
 

                     
 

Who’s in your way? Be tough on yourself. Play to win. Pick a mighty opposite. Don’t make little enemies with whom you disagree for petty reasons. A good, tough enemy forces you to improve yourself and your business. Prepare to do battle with the smartest biggies who make your life hell.
   
mental vitamins to kick-start success …
     
1. Cut loose the workers’ creative energy.

2. Power to the people.
3. Skills, skills and more skills.
4. Rewards.
5. Surpass their wants and needs.
6. Channel discovery: new products and markets.
7. Go global.
8. Go for bust.
9. Duck and dive and roll with the punches.
10. Be open-minded.

 


Your employees are the frontline in the corporate defence.
 


 
 
moral spy tactics when you’re creeping with the enemy …
   
1. Buy-buy … Check out their business through their customers’ eyes. Buy their stuff. See how they do business.
2. Stock shock … Become a shareholder to access their reports.
3. Talk to their clients … See what works, what doesn’t. And why.
4. Beef up your knowledge … Thoroughly immerse yourself in your industry.
5. Sniff ’round … Comb through newspapers, government records and annual reports.
 
 
   
 
questions to help direction when seeking market pointers …
 
   
1. What are your product’s core benefits?
2. Why do customers buy from you?
3. Where is your product positioned in the market?
4. Are your products being used (perhaps unintentionally) in ways not originally planned?
 
 
 


Start small for big victories.
 
 
 
 
sure-fire way to ignore the norm: don’t wait, innovate! …
   
   
 

The world is full of unused ideas. Think about it. The thought of yet another person talking about weight loss drives you mad? Open a fat-free or low-fat supermarket. Perfect: the consumer won’t have to think as every single product has been pre-approved by the Fat Police. Or develop a bank that’s open until the realistic time of 6pm. Or invent a Beggar Blind that says “No Thank You” for local motorists to pull down when they stop at intersections. Listen to what people say – what they moan about, what makes them laugh. And then go for the gap!

   
   
rules to keep you cool and keep the competition sweating …
   
1. Chillsville, RSA – leave the freaking out to your competitors.
2. Relish the opposition – Boring is the world without competition.
3. Keep the spirits up – Keep the team smiling and confident. Pep talks and bite-sized strategies do wonders.
4. Face the facts – If you’ve got a staff of three, you’re not going to deliver a million units in a week. Get real, or you’re setting yourself up (along with your team) for disappointment.
5. Customer first – Tailor your work towards your customer’s needs and desires.
6. Specialise – Go after the mini-market gaps. If the sushi trade’s getting too competitive, break it down. Try kosher or halaal sushi, if it’s right for your market.
7. Informed, in touch – always know your competitors’ strengths and tricks of the trade.

 
 
things to mentally file before you get satisfaction from your action …
   
1. Go for the gap … look at the market’s openings and hone in.
2. Complement the competition … Are you in the chicken game? Good move, as it’s one of the world’s favourite fast foods. But go for a healthier, low-fat 1990s interpretation.
3. Target action … Know where you’re going before you board the ‘Action Bus’. Have a clear view of your desired destination or end-result before you embark.
 

 
 


                                

Prepare yourself for the new business order. The good old times of multi-layered management have had their day. And they’re gone forever. Gone are the days of division of labour. Anyone who dares utter the words “That’s not my job“ should be FIRED!
     
tell-tale signs that there are cracks in the corporate dam …
   

1.

No one is concerned … It’s not my business. I only look after the paving.

2.

The checklist is arbitrary … Emphasis is placed on the water level, but no one checks the foundations.

3.

Gang goes bang … Encourages the lowest common denominator – “Why should I check the dam wall on my night shift? I think they check it during the day, and we’re all getting the same pay-raise anyway“.

4.

It never happened before … the dam’s been OK since 1947. I’m sure it’s fine now.

5.

Day-to-day goals lost in bureaucracy … “Johnny can’t inspect the dam wall. He doesn’t have the qualifications and he doesn’t have a G7 clearance.“

6.

She’s the boss … Mary owns the dam. And she says it’s fine.

7.

Pay and pray … David and Shelly are each earning R1 200 a month. David is distracted, trying to organise school fees for his kids. Shelly’s running a business on the side to make ends meet. And if they weren’t so busy they’d be resentful.

8.

Diary paralysis … Non-stop meetings with impossible goals. But, hey, the coffee’s good.

9.

Unplugged power … The dam owner makes all the decisions, even though there’s a crisis committee. Too bad it’s one person’s opinion, when many more are needed (and sadly, available).

10.

Staying in line … “Why bother to do an experimental sonar check? It’s against the rules.“

11.

Priority scramble … Checking on the trivial aspects of dam administration, when there’s growing leak in section A3-459.

12.

The corporate vulture … Hierarchy’s rules encourage mediocrity’s fools.

13.

No one told me … Staying in traction until the boss shouts ‘Action!’

14.

No power to the people … All the power remains in a few select rooms at corporate head office. People at the coalface stand around waiting for the chosen few to give a nod.

15.

Quality control’s quality control … People earning a salary just to make sure that no one mucks up. A bad sign – kind of like a driving instructor’s driving instructor.

16.

The Baaaa Brigade … People are intimidated and behave more like sheep than individuals.
 
 
   
 
steps to guarantee millennial failure …
   

1.

Go bureaucratic … Let a million people get involved in the process. Draw it out while waiting for answers.

2.

Go autocratic … Use Stalin as your role model. Push people around. Be inflexible and ready to intimidate.

3.

Nuke the inside … Keep your employees in the dark. And don’t reward them.

4.

Nuke the outside … Keep your customers waiting. And let your frustrated, nuked employees deal with their queries and complaints.

 
 
 


Do the right things right
 

 
typical corporate make-over syndromes
   

1.

The wake me up when it’s over syndrome … Good things take time. And you might find some employees who’d be terrible doctors during times of change – they don’t have any patience. But stick with it and plod on. It’ll pay off in the end.

2.

The million house syndrome … Also known as the slow start syndrome. It’s relatively easy to whip people into a frenzy. But much harder to keep momentum – especially when they don’t see immediate change. It takes time to get systems in place before speed picks up. You can keep this syndrome in check by getting people involved in the process. It’ll be less abstract when they helping implement the changes. And don’t keep things under a management-only lid – try to keep the process as close to grassroots level as possible.

3.

The natural born moaners’ syndrome … They’ve tried it before and it didn’t work. They’re not willing to listen because they’re concentrating on what might go wrong. Concentrate on working with the natural born winners.

4.

The bitten-off-more-than-you-can-chew syndrome … Potentially paralytic. It’s OK that you’ve bitten off more than you can chew. Let some of the food fall back onto the plate. Cut it into bite-sized pieces. And try again.

 

 
theories on why people are allergic to change…
   

1.

Human nature … Although man’s life-span has been one of continual evolution, he just can’t seem to accept it.

2.

Paralysis … Just like the inability to get out of bed on a cold winter morning.

3.

Status quo … “But I’ve always driven like this! I’m not doing lessons at age 48!“

4.

Time Factor … If I ain’t ready for it – mentally, physically or emotionally – huh, I ain’t changin’.

5.

Fear … Don’t even open that door!

6.

Me first … what can I score from it?

7.

Laager mentality … “But everyone else says so…“

8..

Tradition … I’ve always done it this way. There must be some mistake …

9.

Maybe for them … OK, so it worked in Brakpan. Doesn’t mean we have to try it… does it?

10.

Us – Them … Our way’s the correct way. Whaddaya expect from a bunch of……….
 

 
Business Commandments…
   

1.

What thou giveth is what thou gets.

2.

To stoppeth one is easy. To stoppeth 100 is not.

3.

What shall goeth, shall cometh.

4.

Thou doeth what one must.

5.

To get it one doth want it.

6.

Thou can fooleth the fan, but not the player.

7.

Raiseth thy bottom and thy top shall too rise.

8.

If thou set thy target, thy shall hit it.

9.

If nobody taketh notice, thou shall not care.

10.

The top shall reap change downward.
   
 
 
 
reality-shattering myths … new thinking for the new millennium …
   

1.

Size doesn’t count, speed does ….  In an increasingly fast-paced world, the luxury of size loses its allure. People are after fast solutions. If it’s simple info they’re after, no one’s gonna schlep to the shop (no matter how nice and / or well-stocked it its) to buy the latest 200-page copy of Vogue, when they can instantly download their fashion news from the internet.

2.

Specialisation gives way to multi-tasking … The world’s economy is changing. Time-saving and cost-cutting are its new key words. Putting out a publication? Why hire a designer and a writer and a print manager for R10 000 each, when you can someone who can do all the jobs for R25 000? Hence the profusion of coffee bars in bookstores, nightclubs with retail sections and themed shopping centres with entertainment – people are increasingly rushed for time and want one-stop solutions.

3.

From Big Brother to fusion and innovation …  New thinking for old concepts, often the result of different groups working together. Hence the profusion of private-public partnerships like the drive to turn South Africa’s international airports into multifunctional destinations.
 
 
 


Rather a million spaza shops than one Home Affairs
 
 
 
ways to rattle the cushy cage
   

1.

Learn, burn and earn … Change the mindset regarding pay.

2.

Press for stress … No need to take out employee timeshare at Tara or Valkenberg, but keep ‘em jumping.

3.

Siege squeeze … You’re under attack in the marketplace. Develop an ‘us’ and ‘them’ attitude regarding the competition. Don’t hide the cold, hard facts of business.

4.

The power of empowering … offer support – courses, seminars and skills – to make ‘em soar.

5.

Risky business … encourage them to take chances – and don’t punish them for it.

6.

Ready, aim, fire! Set goals for each individual job or task that needs to be done.

7.

Non-stop stretching …  Complacency kills: individuals, performance and companies.

8.

Equal opportunity action … less chiefs, more Indians. Everyone’s responsible.

9.

Dream teams … Organise employees into small, long-term action teams.

10.

Pay per view …  Incentive action creates satisfaction. On both sides.

11.

You’re out! Liken your office to a commercial air flight, where every employee is a suitcase full of potential goodies. And any excess baggage will be dumped.

12.

Bricks and bats … Winners are publicly rewarded. Losers take note.

13.

Compete to the beat …  Create an atmosphere of competition.
 
 
 


Don’t ask what your company can do for you, but, rather, what you can do for your company.
 
 
 
 
ways to get the new face with minimal pain – time for a corporate face-lift?
   

1.

Share the reasons …  Wrinkles. Sags. Low self-esteem. No longer turning heads in the street. It’s as simple as saying “Here’s the problem“ and “here’s what we plan to accomplish by changing.“ Make it clear, and don’t hold back.

2.

Start at the top … get the top players involved and excited. They’ll be able to better motivate those who report to them.

3.

Check the vital signs …  Is the patient strong enough for change? Does everyone approve … and buy into it? Check it out – speak to them. Monitor their feedback, applying some of their suggestions.

4.

Start spreading the news …  Communicate the latest updates through meetings, e-mail and newsletters.

5.

Assemble the corporate surgery teams …  Get everyone involved, from management-level ‘doctors’ to on-the-floor ‘nurses’ – and don’t forget the cleaning staff.

6.

Have a plan of operation …  both literal and figurative. Put it on paper, so it’s tangible. Set the dates for pre-surgery, surgery and post-surgery action. Ensure you have everything you need to make the operation a success.

7.

Counselling and projection … Ensure that the patient is prepared for the end-result. What are the patient’s post-surgical goals and dreams? Are they realistic? Does the patient have the necessary built-in support to deal with the changes? Ask the patient. And then ask others.

8.

Speak to the market …  What are the patient’s pre-surgical strengths and weaknesses? How will they be affected by the corporate face-lift? Have the market provide a complete rundown of expectations and experiences. Speak to the market, and compare the patient against the competition – is surgery necessary?

9.

Who does what? And what’s the impact?  It’s time to analyse what the patient can provide – and what must be pulled together by the patient’s support group. Are there ways to cut costs without harming the end-result?

10.

Plan B …  Before you go the whole hog, on a head-to-toe revamp, perhaps consider doing one section at a time. It’ll calm the sceptics and help reassure everyone that you’re moving in the right direction.

11.

 But that’s only the beginning … What’s a corporate face-lift without continual changes? Start investigating accompanying, complimentary changes to keep improving.


 
   
ways to pump up sales …
   

1.

Discover things that’ll make your customers use your product more often.

2.

Look into ways of maximising the use of your product. Can you dishwashing liquid be used on countertops? Does your doggie bone whiten human teeth as well?

3.

Discover ways to build up orders from your distributors.

4.

Find out the most fun your customers ever had with your product.

5.

Is there a way to build that fun into regular usage? Like through promotions or sponsorship.

 
Create a need.
 

An American jeans wear company pushed for a national casual day on Fridays. Think about it. With 270-million Americans having access to an optional casual day, it made sense that many would wear blue jeans to work. The company did research into the concept and its suspicions were confirmed: the study found that more than half the workforce backed the idea. The media grabbed the idea, generating more than 3 000 news stories. The company even set up a toll-free hotline to handle queries and then put together a Casual Day Info Kit for human resource managers, picking up the tab for distribution.

 
ways to whip up support and get activists on your side …
   

1.

Take it to the top …  Keep management up-to-date and plugged-in to your vision.

2.

Comprendes Senor Senior? Do they understand your vision?

3.

Gentle reminders … Things are so easily sidelined, especially in big organisations. Keep pushing for change. A few people might refer to you as a pain in the side. But most would call you tenacious.

4.

Get into gear …  Prove that things need to be done. Highlight gaps and weaknesses and propose realistic solutions.

5.

Take the first step … Is Cairo the delivery end-goal? Don’t talk about the flawless, faultless trip you’ve planned. Drive to Messina, quickly and safely. Go through passport control. And start heading towards Harare … It’s as simple as delivering the goods, bit by bit.

 
 
 
ways to get ‘em involved in the process …
   

1.

Don’t be weak when you seek … Work with people you can trust and be open with. Winnie Mandela wouldn’t seek out PW Botha to develop her campaign strategy.

2.

Keep it open… Don’t lead with “We have to …“ or “We must …“ Open with “What do you think about? …“

3.

Work the system … Don’t hide your plans. Make ‘em known far and wide throughout your company. Seek feedback through meetings, internal newsletters and posters.
 
 
 


Change is like a steamroller. If you are not on it, you’re probably under it.
 
 
 
 
ways to get your company maxed to the limit …
   

1.

Open the grapevine … Get the info into the offices, boardrooms, hallways, break rooms and even the toilets. Keep people plugged in to what’s happening around them. Let them know what’s going on … and why.

2.

Reconstruct and develop … offer training to everyone, at every level. Fill their minds and expand their roles. There’s a lot to learn. Teach it to ‘em!

3.

“I can help you, sir“ … Nothing to scare off a customer like, “I’ll have to speak to my manager, sir.“ Let your employees make simple decisions. Running a restaurant? Service slow? Let the waitress decide whether to charge for the Cokes. Or you can save R10 while she gets the manager. While the customer fumes. Empower your staff to make meaningful, responsible – and on-the-spot – decisions.

4.

Get ‘em while they’re hot … Ja, it’s great that old Johnny got his lifetime achievement award after serving the company for 42 years. The perky new employee just can’t wait. If you see something amazing being done right now, reward right now. How about something like a ‘Newcomer of the Year’ award for the most promising players? And spread those perks, giving everyone a piece of the pie if it’s so deserved. They’ll claim their stake in your company … and its success.
 
 
   
 
tip-top tips to build a dream team, not a scream team …
   

1.

Leave bureaucracy to the bureaucrats … Keep things moving. Have stand-up meetings if need be. But don’t let people loose momentum by forcing report-backs, officers, excessive hierarchy and the like.

2.

 Location, location, location … One team, one office block. Don’t try to link far-flung elements into one happy family.

3.

Don’t make Jack a dull boy (or girl) … There’s a time for lightness. Do it. The social aspect is important. Remember to celebrate victories.

4.

Outside in … Call in your customers. Everyone can bond. And it’s free market research.

5.

 Democracy rules … Team captain? It might be Jack. It might be Jill. Or both. Or none Let the team decide.

6.

Avoid the “I’ll have to ask my mother“ syndrome … There’s a reason why petty cash is called petty cash. Empower your team by filling its financial fuel tank, within reason. Don’t make ‘em ask permission every time they need a bit of dosh. It slows down the creative process and kills the spirit.

7.

The Big Picture … One success should lead to the next. If you’ve got a strong team who’ve just wrapped a winner, give them another challenge to meet. But don’t let a winner leave your department – let the bigger corporate structure poach its next rising star from a recruitment agency. And let your team get on with its work.
   
   
goal-scoring tips to get that final score: Success 3, Failure 0 …
   

1.

Rise to the challenge … Funny people, South Africans. One of our favourite born-to-lose sayings is “It’ll never work. The market’s too small.“ But tell that to the folks at Nando’s. They first perfected a product – right here in South Africa, for South Africans – by applying world-class packaging to a local product. And then took it everywhere from Australia and Israel to England and Canada. The market’s too small? Funny, it hasn’t stopped Woolworths, Sweets From Heaven, Biggie Best, the Sweet Factory and Steers from perfecting their local acts before stepping into the global arena. Go for it. Identify your strong points; if need be, throw money into R&D and then perfect, expand or change your product accordingly before moving on to bigger and better things.

2.

Stay on the main road … Don’t diversify into unknown territory. You can’t be everything to everyone. Stick to what you do best. Which is why McDonald’s does burgers and Pizza Hut does pizzas.

3.

Lead, don’t bleed … It’s great to be one step ahead on the path to success. But if you get too far ahead in your quest for innovation, your market might get left – or stay – behind. Remember Avenue, the cutting-edge magazine for the urban and urbane South African male? You’re not alone if you can’t remember, because it folded after a few issues. Great mag. But ahead of its time. However, it opened a door which allowed Directions and Men’s Health to thrive in the same market more than ten years later. Hold back, if need be. And do it right, at the right time.
 
 
 


Kiss conflict and you may get hurt. Avoid it and you will…
 
 
 
 
short-cuts to innovation …
   

1.

Have the diners flip the burgers … Get your customer on the other side of the counter – mentally-speaking that is. Chances are they’ll be flattered (Who could resist something like “Go on, tell us how you’d run this business if it was yours“). But you might be swopping burgers for sushi in no time ‘cos talk on the street is always faster than talk in the boardroom.

2.

Copy the tune, change the lyrics … In the 1980s seafood restaurants were always the poor cousin of the family steakhouse. Until a very clever person decided to serve fish in a frying pan. The seafood idea wasn’t new, but its packaging was. And the idea took off faster than you can say fishmonger – a new twist on an old plot.

3.

Change the tune, keep the lyrics … Bookstores were bookstores until Facts and Fiction introduced the coffee house-cum-bookstore concept. The books and magazines are still there, but now customers linger over a cuppa and cake. Are they there for the Cosmopolitan or cappuccino? Both, really – and the fact that they can leaf through the mag at no cost. Expand your core.

4.

Change the tune, change the lyrics … You’re essentially doing the same thing you’ve always done. You’ve just changed the packaging – and more importantly, the perception. Movies were sommer old movies until Ster-Kinekor developed its Cinema Noveau chain-within-a-chain. Now ‘select’ viewers don’t go “to movies“, they go “to Rosebank“ (or Cavindish or Musgrave or Brooklyn). It’s a loaded phrase that implies one didn’t take in the latest Leon Schuster. ‘Select’ viewers have their snob appeal rewarded – and Ster-Kinekor still gets the cash. Everyone’s happy, or, as they’d say in Rosebank (with subtitles) Stanno Tutti Bene.
 
 
   
ways to break away …
   

1.

Don’t think it the proven way … Few single people chomp through a bag of lettuce in one sitting – the end-result is that it goes vrot after a few days in the fridge. Woolworths’ solution? Packaged lettuce, still growing in a pot of soil. It costs about 50 cents more, but lasts more than a week out of the fridge.

2.

Don’t do it the proven way … Some of the most effective neighbourhood watches in South Africa are those with domestic workers running the show. They have a vested interest in their employers’ safety and security – and are quick on the draw due to the power of the grapevine.

3.

Don’t apply it the proven way … McDonald’s has popularised fast food from Chicago to Cape Town, but it’s never too big to learn. It’s taken a proven winner – the milkshake – and reinvented it for a specific market. Its Buenos Aires outlets have a uniquely flavoured milkshake tailored to the markets’ preference.


 
 


Train to win
 
   

 
 

                       
 
Build a system that works. Develop a guiding vision so that you can define exactly what you want to achieve, when you want to achieve it – and exactly how you intend going about doing it. When you work towards a precisely-defined target, you work smarter … and you work more productively. Remember that the effectiveness of a decision is the quality of that decision multiplied by its acceptance.
 
   

 


Don’t hit the road without a map, Jack.
 

 
steps to guarantee millennial bliss …
   
1. Make a plan, Stan ...plan your strategy with military precision. And stick with it.
2. Keep moving … Have everyone involved, from the top down. Don’t stop to rest.
3. Group think … Keep your employees plugged in, working towards a common purpose. And reward them. As a team.
4. Be holistic …  Face it. There’s no fat pill. The most successful weight loss comes from the constant and continuous combination of a number of factors: changed eating habits, increased motivation and exercise. If you apply the fat pill approach to your business, you’re setting everyone up for disappointment and cynicism. Rather, let a number of your successful programmes work together, building as you develop …

 
   
 
rules to use as tools when reaffirming your firm …
   
1. The destination’s equal to the journey … Think of the end-result. Know what you’re going for and work backwards. If you own an airline you’ll need passengers. Say one of your frequent fliers has missed the last flight home and was trapped out of town. What’s in place to sort out the mess?
2. The one-man show … Mentally cut the company redesign team to one person. What could you do to maximise his or her impact? Think fast-track: cutting corners (but not quality); cutting red tape (but not details).
3. Jump-start your thinking … Get rid of old thinking. The quickest way to get in touch is to be in touch. Real life. In the street. Not on a boardroom chart.
4. Become a techno-raver … Surf the net. Become a cyberhead. Check out what modern toys can do for you … and your company.
5. Hop on the other side of the counter ... Take a walk in your customer’s shoes. Is it a comfortable stroll in the park? Or a sprint through a minefield?
 
 
 


Proper pecking orders do wonders to stop the back-pecking
 
 
 
tips to stay ahead of the pack
   
1. Become the Pied Piper of Success …  Walk yourself through it. Talk others into it. Keep ‘em going and be ready to jump with the changes.
2. Become a chancer … There’s nothing like a calculated risk to jumpstart the heart. If you don’t take a chance, there’s only one thing that’s guaranteed: stagnation.
3. Get an ‘Evil Mirror’ …  Shouldn’t be hard to recruit: someone who’ll tell you the bitter truth. Even when it hurts.
4. Count on counter-culture … Antagonisers tend to increase options, to ground the high-flying and lift the flagging.
5. Confidence is contagious …  the power of positive thinking.
6. “You’re simply the best “…  Encourage your employees to deliver 110 per cent.
7. Become a Prophet of Zoom …  Get plugged-in to the outside world, what’s happening and where it’s going. Learn to project, not reject – for your company’s sake.
8. See the Big Picture …  Don’t cut corners for the here-and-now. Look beyond and stick by your guns.
9. There’s no harm in harmony …  Somewhere between labour law and consumer rights lies reality. Find it. And get the balance right – one side can’t survive without the other.
10. Create a House of Synergy … Create strategic alliances with complementary companies. Link up. Think up. And grow up together.
 
 
 


Channelled organisations are streamlined organisations
 
 
 
 
ways to beat the clock when you’re on deadline
   
1. Get more info.
2. Get more help.
3. Put it down on paper. And stick with it.
4. Make a flow chart and enforce it.
 
 
   
 
rules to get it done on time …
   
1. Act like a journalist …  Answer the big pre-start questions: who, what, where, when, why and how.
2. Scale and scope …  Know your limits regarding money , deadlines, targets and impact.
3. Straight from the top …  Find out how much support you’ll have from your company’s Big Cheeses.
4. Order! Order! Reschedule your diary and delegate other jobs to make your project priority numero uno.
5. Dead on the line …  When’s the deadline and can you make it? Also, how, how often – and to whom – do you report progress?
   

 
 


                            

Get rid of artificial barriers that isolate people and functions. Organise teams to work on a limited number of core projects. Empower each team to complete the project or process. Give them everything they need and let them get on with the job. Reduce top-down supervision. Eliminate tasks that don’t add value to your product or service.
 
fear-induced syndromes that don’t let people delegate. Don’t be a scaredy cat: you gotta have faith!
   
1. The I’m in charge Syndrome … If you delegate, they might take over.
2. The I’m afraid Syndrome … If you delegate, you might not know if it’s not done properly.
3. The Spotlight Syndrome … If you delegate, they might get credit.
4. The ‘Pressure Syndrome’ … You don’t have time to delegate.

 
excuses why people can’t delegate …
   
1. My employees don’t know what they’re doing / have enough experience.
2. By the time I’m done briefing them, I could have done it myself.
3. We can’t afford any mistakes.
4. I’m faster.
5. It’s too important to pass along.
6. They don’t have time.
7. They don’t see the big picture.
8.. They couldn’t handle it.
9. I’ll lose control.
10. I’m afraid.
11. I don’t want anyone else to make decisions for me.
   
   
 
times it’s OK to delegate …
   
1. It’s routine work … Fine, you can send out the post to your parent company in Sweden. After all, you’re the only one who can spell the town’s name, Archendrosturren. So, you’re a bit of an expert. But since it’s being done twice a day, why not let someone else give it a bash? Chances are they’ll catch on, leaving you time to get on with your thing.
2. It’s small-detail work … Let others get on with your catering, planning, fact-checking, research and typing. You carry on with the big stuff.
3. It’s a meeting … The curse of the modern office: “Today’s agenda is to go over the things we never finished from our last 14 meetings.” Let someone else sit in on your behalf. They can report back to you.
4. You’re planning responsibility … Let people get involved in the things that effect their long-term future. Maybe let them project their ideals and then report to you. You build responsibility and you’re both winners for it.
 
 
 


Power to the people.
 
 
 
 
times it’s NOT OK to delegate …
   
1. You’re delegating delegation … impossible to keep tabs as to what’s going on; a recipe for disaster
2. It’s personal … for obvious reasons.
3. You’re planning strategy … you’re plugged into the company’s long-term plans. Keep your finger on the conceptual pulse.
 
 
   
textbook cases of who’s who in the workers’ zoo …
   
1. GUAVAs … Growing Up And Very Ambitious types are the first ones to arrive at the office in the morning, and the last to leave at night. Their lives are defined by their careers. Like the former Soviets, they tend to talk in Five Year Plans. For maximum results, keep them hopping at work and stretch them a bit beyond their limits. They might privately grumble, but chances are they’ll secretly love you for doing so.
2. Nine-to-Fivers … You know the type. They’re the type found in government departments from London to Washington, Pretoria to Moscow. But they’re also common in the business world. Competence without passion and it shows in their work: “if you take care of me, I’ll take care of my work (between nine and five, at most).” They tend to be loyal to their companies, in exchange for security. You can pile on the work, but don’t expect them to volunteer for a Saturday morning in the office.
3. Slackers … Slackers are always ready to leave the office at a quarter to five. That’s because their hearts and souls aren’t in their job. They’d rather be having a beer at the Randburg Waterfront. Not that they’re jollers, mind you. Repeat programmes on daytime telly would also be preferable to being in the office. In fact, anywhere but the office will do. You can spend time trying to find out which of their secret jump-start buttons to push, but your energy is better invested in the GUAVA or Nine-to-Fiver.

 


New managers are the weakest delegators.
 

 
 
Tips from the Delegator’s Planning Guide …
   
1. Get the right frame of mind …
Learn to relax your grip.
Take a chance.
Have faith.
Take a mental Valium: chill
2. Learn to give it up …
Pass it on whenever possible.
Give everyone a chance.
3. Don’t choose a loser …
Match the task with the right person.
Keep their spirits high.
4. Walk ’em through …
Brief ’em tight, with realistic deadlines.
Map out potential muck-ups.
Set goals.
5. Power to the people …
Set the limits.
Make sure they know their boundaries.
6. Be their backbone …
Let them know each other’s responsibilities.
Be available, and let them know when to approach.
Share your structure and equipment.
7. On top, in tune …
Make sure they’re on top of it .
Ask for feedback.
8. Be at the finish line …
Check their time vs. the previous records.
Coach them through it.
Keep the communication flowing two-way.
   
 
 
 
tips to make sure your wheels don’t come off the Delegation Bus …
   
1. Behind schedule –  you’re so busy picking up stray passengers that you’re falling behind schedule. Or you find yourself on scenic detours, putting you behind schedule. You end up doing overtime in maintenance.
2. Bad timetables and maps – No one can understand you due to poor communication, now they’re off schedule and running late.
3. Falling behind – everyone’s getting cheesed off due to the mess and not giving it their 100 per cent.
4. Brain drain – people are starting to jump off the bus, with ominous departure speeches containing phrases like ” … in search of stability.”
5. The cleaner got the job – you snoozed, you loosed. You might have been better at it, but you’re so busy putting out fires – as opposed to fire prevention – you’ve been declared a National Disaster Area.
 
 
   
 
ways to give authority …
   
1. Get the balance right … The perfect balance lies somewhere between “Do whatever you like” and “It’s best I double-count the number of pages.”
2. Never say: “I’ll need to check that after it goes … ” And chances are it’s too late – either the person has what it takes. Or doesn’t. Learn to trust … and let go.
3. Never say: “Thanks for the raise, but I’ll get John to explain the process to you …” Either you did it. Or you didn’t. But don’t dish out the work and hog the credit unless you’re writing a book called How To Lose Friends And Discourage People.
4. Never: Giveth and then taketh away... It’s as bad as alternating a teen’s curfew from 8pm to midnight and then back again.
 
 
 


Bad delegation is bad management . You lower expectations.
 
 
 
ways to mess up the delicate art of delegation (or how to pass the buck, but not the promotion)
   
1. Busy! Busy! Busy! … No one works more than you. At least that’s the image you’re trying to project. You’re in at 6.30am, you do your own admin, make your own appointments and run your own errands. You never take lunch. No time. In short, you’re a wonderful worker …. and a terrible manager.
2. “If you want something done, you’ve got to do it yourself” is your weary sigh-cry. Gosh, best you address those envelopes yourself – someone might put the wrong postcode somewhere and they’ll NEVER reach their destination. Your name is Perry Noid and you’re always afraid to pass along a task – for no one could possibly do it as thoroughly and professionally as you. Hmmm … wonder why you get so little work done?
3. “There’s hell on my heels!” You identify with the film All About Eve, where Anne Baxter plots to take over Bette Davis’ career, husband and life. You fancy yourself in Bette’s Margo Channing role – and every seemingly helpful employee is a conniving, back-stabbing Eve. Loosen up! If they want your job, they’ll get it. Particularly if don’t start delegating and keep them busy. So what if they do a good job – it’ll only reflect well on you.

 
 
ways to develop your staff and give the power to the people …
   
1. “Today’s chair is …” – Allow them to run meetings.
2. “What do you think?” – Ask for their two cents’ worth.
3. Add their names to official correspondence, for many forward-thinking junior staff this is the office equivalent of seeing their name in lights.
4. Use “we” not “I” talk.
5. Find out what perks would turn them on. Ask them, don’t guess.
6. Be there for career counselling, for matters big and small.
7. “What can you do?” – ask ’em how they’d like to chip in.
8.. Be at their side, not on their back.
9.  Supa groupa – set goals for teams.
10. Pass the luck – learn to delegate.

 
 


                            

Make things happen. Blow up self-satisfied corporate cultures. Get personally involved in the action. People would rather be shown how valuable you are; not told.
   
 
lessons of success for speedy leaders …
   
1. First on the scene of the sublime … Unless there are dramatic circumstances (like being in jail for 27 years), rising leaders never wait. They’re first on the scene, pumped up with excitement. They never wait to be told what to do, or ask to do it. They’re on a mission.
2. The Evita factor … Leaders evoke the kind of passion that makes people rally for their sainthood. They fire up the crowds, coming across as someone to do business with. Here, people look for qualities (strength, honesty, commitment). And true leaders have staying power – they don’t back down or change their tact according to the latest Markinor poll.
3. Future perfect … Leaders keep an eye on the future and rally the troops to embrace it.
4. Emotional role model … Your ideals and spirit are in step with that of your followers. And you spark off your followers’ dreams as much as they spark off yours.
5. No solo mio … Your support base and team must have a strong belief in you – and are willing to work to reach your vision.
6. Deliverance … Pipe dreams are cool. Go ahead, share ’em. But so what? But if you’re a true leader, you deliver the goods. No use talking about stamping out hunger and the need for education, unless you’re delivering food and building schools.
7. It’s a can-do role … Leaders aren’t born. They’re created. And the strongest leaders are usually self-created. So, whether you’re the secretary or the MD, you can be a leader in your sphere. It’s up to you.
   

 
ways to earn star quality ...
   
1. Self-confidence. When you walk in a room, all eyes are on you. It’s an inner-glow from confidence. And an attractiveness from your warmth and approachability.
2. Passion. A passion for your craft. And a passion for life.
3. A people’s person. From the little guys to your co-stars. You’ve got a friendly word to say to everyone. But you also possess an air of mystique – you’re not available for every single photo or public outing.

 


Do it, don‘t preach it.
 

 
ways you rehearsed for your role in ‘Leadership’ …
   
1. You didn’t think about the autograph seekers and caviar. You were worried about being at the set on time.
2. You tried different interpretations of the character. Until it was done right.
3. You worried about the studio’s audience targets and box-office expectations. And performed as if your very life depended upon it.
4. You appreciated your co-star’s qualities. But never wanted to be like her. And you expected 100% dedication to the project from your co-stars.
5. You appreciated – and played up to – your co-star’s strengths.
6. You lived like a star. Even off-screen. You’ve strived to do things the right way. More emphasis on personal imagination. And less on perceived image.
 
 
   
 
reasons why your ‘Leadership’ co-stars love you …
   
1. Because you’re never too old to learn … you’re even willing to consider suggestions from first-time players.
2. Because you never act like a star … you’ll take directions from others.
3. Because you’re always willing to chip in… no matter how menial.
4. Because you hook up the underdogs … you let them spark off each other to improve their performance, even though you’re the ‘star’.
5. Because you get everyone motivated and working towards a common purpose …
 
 
 


Title means zip.
 
 
 
 
most important lines when you’re getting ready to accept the Oscar for your role in ‘Leadership’…
   
1. “I roll up my sleeves and do the dirty work.“
2. “I’m not popular, but I get things done.“
3. “Keep an eye on me. I’ll show you the way.”
4. “I never did it for the rewards. I did it because it had to be done. Properly.”
 
 
songs usually sung by illustrious leaders …
   
1. “I can see clearly now” … Leaders know where they’re going. They know where they’ve been. And it’s tangible to others.
2. “It’s a love thing ” … They love what they do. So much they’d do it for free.
3. “Only the strong survive” … They know their good points and their weak. And never try to kid themselves.
4.  “Trust in me” … They communicate it. They inspire it.
5. “Have no fear” … a sense of adventure, a sense of daring. And the level-headedness to carry it off.

 


Leaders  grab attention, channel it and focus it. And then turn it into reality.
 

 
 
scripted medicines for the mild-mannered ...
   
1. Face the facts, especially when they’re bad … You’re the captain of the Titanic. You’ve hit an iceberg. There aren’t enough lifeboats for your passengers. Admit it. You’ve made a right royal stuff up. So stop telling yourself it’s gonna be alright. It’s not. And the sooner you face the facts, the better.
2. Take responsibility … A nifty way to please the others … and impress them at the same time. Not everyone can say, “Hey, it’s my fault. I shouldn’t have been in the clubroom having a drink. I should have been on the bridge and I might have seen that blerry iceberg!” It takes a really brave heart to be so blunt. Sometimes there’s not much you can do, except take responsibility. It might not undo the situation, but your bravery will sure as hell impress ’em!
3. Get down to the nitty-gritty … Don’t gaan aan en aan. Keep it simple and quick as in “One: We’ve hit an iceberg.”, “Two: we’re gonna sink.” and “Three: I want you to get in the lifeboats. No pushing. Women and children first.” Do it with the speed and clarity of a hostage negotiator.
   
   
 
hot tips for a fast-moving manager …
   
1. Be a bodyguard … Not the bash-’em-in-the-face kind of bodyguard – but a benevolent older sibling kind of protector. Keep an eye on your charge for undying loyalty.
2. Be an angel … Hey, no one can fault perfection. You’ll be a perfect role model and get your way at the same time.
3. Make ’em smile … Flash those pearly whites, be well-mannered and put a spring in your step. People will be drawn to your positive energy.
4. Pull back … It’s OK to duck if need be. Think of it as your ‘don’t alienate, hibernate’ tactic.
5. Pull a James Dean … Be a rebel with a cause. You’d be a role model for the timid. Sigh.
6. Go on the warpath … flex your aggro side, if need be. And develop one quick if you don’t have it. Or one of these days their boots are gonna walk all over you.
7. Follow the rules … play by the book and there’s nothing to worry about. Bill Clinton types please note.
8.. Be a human computer … Don’t dramatise, analyse. Take a deep breath in crisis situations, and then run the info through the left side of your brain.
 
 
 


Top leaders have the might to match their sight.
 
 
 
 
rules to keep your cool (and not be a fool) …
   
1. Listen to your gut feelings … it comes from confidence, experience and wisdom. You know when you’re right. Never ignore it.
2. Face the facts … Don’t pass the buck. When you succeed, pat yourself on the back. When you fail, admit it.
3. Learn to multi-feel … Be a realistic dreamer. A cautious fool. A callous humanitarian. And an adventurous wimp.
4. Face the future looking back … To know where you’re going, you’ve gotta know where you’ve been. Tap into past action, process it, and apply it to future.
   
 


 
 
smooth moves for the leader of the pack. Vroom! Vroom!
   
1. Get on the right track … focus on specific targets and start moving. You’ll need a solid feel for the target, so that you’ll buy into it with every fibre of your body and soul. That’s the only way you’ll be able to sell your vision to your colleagues. They need to get fired up before joining you on the path.
2. Get into the groove … make sure everything and everyone is working together to hit that target. You have to start whipping everyone into a ‘group think’ frenzy, where team members start thinking like a pack.
3. Get into a trance state … the group think and your target should start fusing into a tangible whole – it’s a kind of powerful ‘mob rule’ thinking, almost primal and instinctive. Just be sure to harness positive energy for maximum impact.
 
 
 


Real leaders lead by maximising, not belittling.
 
 
 
 
ways a leader wins trust…
   
1. Be a fearless leader … No matter how bumpy the road, keep cracking the whip and moving it forward. Vasbyt! South Africans who live in Perth are not your role model.
2. Be a model leader … Practice what you preach. Walk your talk. And keep it consistent. Allen Boesak is not your role model.
3. Be a reliable leader … Be a pillar of strength. And a shoulder to cry on. Saddam Hussein is not your role model.
4. Be a trustworthy leader … Stick to your word. And never back out. Bill Clinton is not your role model.
   
 
ways to maximise finesse …
   
1. Today’s teacher is … Tap into your company’s built-in mental wealth. Let the different department heads lead a course.
2. Product power … The history of Product X since 1981. Have you ever asked a colleague a seemingly obvious question to be met with “I’m not sure. I’ve only been here two years.” Your company – and its products – should be known by your employees. Intimately. It’s the quickest way into the customer’s brain – answering questions, needs and expectations.
3. Cross-train … Let everyone have a taste of the different department’s area of work. Certainly helps if someone gets run over by a cross-town bus. And the increased understanding explains that old ‘cog in the wheel’ theory, helping people understand exactly where they stand in the big picture.
4. Greater expectations … Walk them through the big picture. Slowly and by hand, if need be. They need to understand the scheme of things and exactly where they fit in.

 


Strong leaders are optimistic leaders. And optimistic leaders are good leaders.
 
 

 
 


                                

Recruit the right people. Read people right. Look for people with independent minds. Become a performance coach. Don’t cast your employees in your own image. Rather strive for balance. After all, people don’t come to work to fail. They come to work to succeed. Cultivate a sense of fun.
   
   
 
ways to activate and motivate …
   
1. Rush to slow down … Too busy to chat? It’s the quickest way to alienation. Make time to talk – big talk, small talk … get plugged in.
2. Learn to listen … You have two ears and one mouth. There’s a reason for that. Spend twice as much time listening.
3. Get real … Don’t be a legend in your own mind. Save the performing for your amateur night audition. You might live in Egoli, but chances are you’re not starring in it.
   
   
hot tips to get them hooked on a feeling and develop passion …
   
1. Uncle Sam wants you … Include them in your projects and ask for input.
2. Getting to know you… Know your employees as people – their likes, dislikes, hopes and dreams. Develop an interest in them.
3. Thank you, well done … Four words. One hundred smiles. Repeat often.
 
 
basics to help you know the diff … or difference …
   
1. Know the diff between what you can do and what you want to do.
2. Know the diff between what turns you on and what turns your career on.
3. Know the diff between your work life and your personal life.
4. Work out these three differences – and decide if you know the diff between wanting to meet these challenges and being able to.
 
 
things that make ’em smile – keeping up the Joneses (and van der Merwes and Mhlungus) …
   
1. Recognition – Let ’em know you’ve noticed all their hard work.
2. R – E – S – P – E – C – T – Aretha Franklin was right.
3. Freedom – Employees want to do their own thing; let ’em do it when possible.
4. Mental timeshare – People want to be part of it all – problems, solutions and decisions
5. Pride – Most people want to do their best. No one rocks up at work to fail – people, ultimately, want to succeed.
6. Balance – Heavy helpings of work, but time for family, friends and relaxation or jolling too. Keep it in mind next time you hear someone grumble “You know, I do have a life outside this joint.”
7. Mental security – Not just cash, but the feeling that they’re taken care of and won’t be eating dog food in their old age.
8. Growth – Most people want to stretch and develop.
 
 
 


Be a ray of light, not a cloud of darkness.
 

 
 
ways to win their eternal love … bond with them, James, bond!
 


 There are a thousand ways to become closer to your employees.
 I’ll give you nine of them…
 

1. No fear… People can’t work in an place of fear. So save the screaming and punishment for the ill-behaved brats at home. We’re in the adult world here. Of course, not every employee’s gonna act like an adult, but strive to create an environment where freethinking adults can thrive. Losers will ultimately work themselves out of a job; so rather concentrate on the 95% of the employees who’ll work better under ‘no fear’ conditions.
2. Communication: a two-way street … It’s usually easier and quicker to run around a city that has two-way streets. Communication’s the same. Don’t just talk down to your employees; encourage two-way communication. Speak to them in their terms, not boardroom banter, and while you’re at it, learn to listen, or you’ll be missing out on a virtual National Library of Info.
3. An eye to an eye … Nothing beats face to face communication, finished and klaar. Sure, it might be a little more time-consuming than an e-mail or phone call, but nothing beats it for nice ‘n easy communication. Eye contact, body language and all that stuff.
4. Save the judging for the Supreme Court … if you want a bunch of yes-men and women, don’t listen and be dismissive of others’ ideas. What the hell, you already know everything anyway … But you might want to start packing, ‘cos your career will be kaput. In a phrase: don’t judge; learn to accept other people’s opinions, backgrounds and reference points.
5. Become Dr Know … Get to know your employees as real, live people. That means knowing John loves bowling and that Jane is a bonsai freak. So what, you ask? Well, ’empathy’, for starters. And ‘understanding’, just as importantly – wouldn’t you want to know that the captain of the Titanic wouldn’t know what to do in an emergency before you boarded the ship? Likewise, give your employees the opportunity to get to know you. No need to share the fact that you’ve got whips and chains under your bed, but small details move your relationship onto a more human level, for sure.
6. In trust we trust … Trust is imperative to a good working relationship. But since it’s unlikely that you’re gonna trust a stranger, see point 5.
7. Swear to tell the truth, the whole truth and nothing but the truth … This is a point which can be easily abused or misused. Strive to develop an honest working relationship and, although it should be fairly obvious that no one is asking you to share confidential, top-level information (“Hey, John, figures are looking shaky and the Big Guy says we’re gonna dump some staff …”), but empower your employees with the truth. Especially if you expect it from them (which you should).
8. Feeling groovy … Once all these factors start working together, your relationships should become more interactive. Everyone should be a bit happier, more secure and productive – feeling good about themselves and the company they work for. Into the groove.
9. Flying high … Once everyone starts getting into the groove, you’re ready to advance their development as people and employees. Slotting people into the right tracks will encourage them to soar!
 
 
 


The best driver can handle all kinds of conditions – not just smooth roads and clear weather.
 
 
 
 
skills to hand out helping them find their thrill on Success Hill …
   
1. Pass the power – Give up a little of your power; it builds a sense of responsibility in others.
2. Expand their portfolio – Develop your employees’ potential.
3. Expand their mind – Learn about each other’s cultures and lives.
4. Don’t just sit there – Make change happen.
5. Say it – be clear and say what you mean.
   
   
 
glaring signs that you’re a motivational downer …
   
1. Do or die blues–  If it’s fiesta time on deadline and siesta time the rest of the time, you’re probably being a downer. Five-minutes-to-midnight action is a bad sign – you’ve gotta ask yourself why they ain’t gettin’ on with it the rest of the time.
2. Downer talk – the hints

“Love the career, pity about the nine-to-five grind.”
“The stress is outta control. I’d love a holiday in Kosovo.”
“We’re always stuck with the rubbish. Team A gets to work on so-and-so’s account. “

Upper speak – the hints

“I can come in on Saturdays until the project’s done.”
“We’ll give it a bash.”
“Deadline’s Friday? Plenty of time, you’ll have it on Wednesday. “
 
3. Peak, oh boo boo! Once the job’s in the bag (or so it’s thought), and people start coasting. People should only peak after a pat on the back at maximum work levels.
4. Well done, now get back to work … If you run your workplace like a gulag, chances are your employees will try to escape. If a job’s well done, take the time to crack a beer.
5. Optional Fridays … If you proposed a Monday to Thursday workweek (with matching pay) and found an empty office on Fridays … well, gosh, perhaps you oughta relook a few things. Upbeat types still deliver the goods … even if they don’t have to.
 
 
 


Good losers are ….losers.
 
 
 
 
tips to coach the top sports …
Only a purist would care whether the Boks played a “neater, tighter” game if New Zealand won. Most folks are looking at the final score. The same applies to business – go for the results, not the method.
 
1. Train on the field, for a specific match…  Don’t train just anywhere, for the heck of it. Train for specific results-orientated reasons. And why train on the beach for field work? Keep it in the office, unless the environment is chosen for a purpose, like creative impact.
2. One step at a time … Don’t overload the poor folks with too much info – keep the themes finely tuned, and don’t make ’em last too long. Think of it as a kind of meal: go for the in-out, results-orientated quickness of the McDonald’s drive-thru, not the three-meats-and-a-dozen-veg-now-I-can’t-get-off-the-couch feeling that comes from an all-day Festive Season lunch.
   
   
 
principles to make your training train into a bullet train …
   
1. Hello, reality! Would you hop on an aeroplane when the pilot’s only trained on a simulator? Exactly! Don’t just have them read it; have ’em do it!
2. Comprehension … Give a little crash course on the who, what, where, when, why and how – so they truly understand what’s going on. Think of that pilot on the flight simulator: don’t just say “This button controls the craft’s speed.” Explain the consequences of your concepts in a language they’ll understand.
3. One step at a time … Explain your concepts in bite-sized pieces. Again, would you jump on that plane knowing the pilot’s learned everything in one day? Doubt it. It takes time to absorb info. And people learn best when they learn one concept at a time. Cut corners at your own long-term peril.
4. Follow through with follow up … There’s a reason why flight safety procedures are presented before every take off – it’s for the crew’s drilling and recall as much as yours. Follow through – and repeat – to make sure you’re understood. Invite feedback.
 
 
 


If you’re gonna win, you’ve gotta know you can lose.
 
 
 
golden rules to keep your training train on the fast track …
   
1. Who’s the boss? You are, you clever person, you! There’s a reason why you’ve been chosen to train your colleagues. You’re clever, authoritative and experienced. And you’d better be (or, at least, able to fake it for hours on end). Employees get off on knowing that the presenter’s “been around the block a few times.” Tie in your personal experiences with the subject at hand, so you’re not just teaching some long-winded abstract theory.
2. Learn, baby, learn … Likewise, the trainer gets off knowing that people are paying attention. Avoid the one-sided Lecture Method (just as well play a videotape); rather, keep the process interactive and lively through role-playing and exercises.
3. Keep it simple … The thorough comprehension of a somewhat perspicacious mind can be difficult … Say what?! Exactly: why use big words for the hell of it? Or, as mentioned above, try to keep the lingo simple to be properly understood.
4. Keep it real … The training should be based on the employees’ real needs and lives, not abstract concepts.
5. Make ’em work for it … Have them sweat a bit. Passing around photostatted notes at the beginning of the seminar is like putting the finishing line at the beginning of the race. Rather, have the employees be involved in the process of learning.
6. Application … It’s no use teaching the pastry chef to wash dishes. Sure, a cursory overview, that’s fine. But a three day course on the History of Dishwashing From The Beginning of Time is rather excessive. Make sure the training is applicable to the employee’s job – you’ll save everyone boredom, frustration and time.
7. Feedback … The perfect time to find out that the pastry chef was in the dishwashing lecture. A good idea is to have evaluation forms – and it’s a two-way process where the employees ‘dis’ the trainer and vice versa. It’s the grand summary in the quest for zero defect!
 
 
 


Fear breeds success.
 

 
 
 
ideas to get them jumpin’ faster than jumpin’ jack flash …
   
1. Mini prizes, maxi noise … No need to hand out 3 000 company shares. Rather hand out public affirmation.
2. Avoid the “I might be dead by then” system … Avoid the annual rewards effort. Try quarterly rewards, even if it feeds into an annual event. It’ll keep the good-mood-ball rolling.
3. Redistribute the wealth … Rather give ten R100 prizes than one R1 000 prize.
4. Avoid the Comrades method … If they cross the finish line, they get the prize. Don’t dish out to the top ten; if 16 people met their targets, reward all 16.
   
 
ways to get smiles … Hark! Is that laughter in the workplace?!
   
1. Don’t be rude, include … Turn your company into Fiesta Headquarters RSA. No need to have larney catered affairs. But a simple informal get-together like an open pub night can do wonders. And, although it’s not a free-for-all (it should have some structure), it’s also not a managers-only rave. Make it a group effort where employees loosen up and add their two cents to the rewards process. Guide the flow, but don’t control it. Prod (“How’d you meet the target so quickly?”), and then applaud.
2. Think dash, not cash … Think before you stink. The rewards process can be sticky, so careful. Time to get creative. A token R50 gift voucher from Woolies can be just fine. Unless the employee single-handedly put R3 405 534 into the company bank account. So, place the emphasis on the message, not the medium. Have the show be the focal point, not the cheque.
   
   
 
ways to take care of your team and get them clean …
   
1. Work your net … Work your group from top to bottom, from the cleaners to the MD. Don’t look up or down. People often ignore the bottom-rung staff; do so at your own peril – particularly long-serving employees. They’re often the first to know things – or how things operate on at the company’s most basic levels. You know what it’s like to get through the Power Secretary – the MD’s a cinch, once you get through the outer perimeter which is better guarded than the Berlin Wall circa 1973. Sometimes the power sits in less-than-obvious places.
2. Freedom charter … Don’t keep your employees in rigid little boxes – unless you want a right rigid rebellion. Think of your teen years – freedom promotes growth. For a change, let them learn their lessons the hard way, and be there to back ’em up when they come crying.
3. Hang with the winners … Losers are always complaining. Saying things like “The only fringe benefit is that lousy pub night once a month” or “Can’t believe we didn’t get a bigger increase” To avoid! You’ll be pulled down faster than the Titanic. Try to develop those who look on the lighter side of corporate life. They’re going places. Much faster.
4. Please be patient, your call will be answered … Bloemfontein wasn’t built in a day. Let the mentoring relationship evolve. Don’t push it in a desperate rush to forced maturity.
5. Whaddya say? You’ve often heard the criticism “He talks too much.” But I bet you never heard some complain ‘He listens too much.” Zip your lip and listen to what employees have to say. Besides learning lots, you’ll be surprised. And don’t always go for the obvious, train yourself to read between the lines. “Gosh, John’s new three series is so cool” could mean “John’s swiping money from the till” (considering he’s earning R1 200 a month) or “John’s happily married to that heiress.”
6. Chemical reaction … develop a personal rapport with your employees – it’s a beeline to success for both of you. Think of it as a mutual vested interest.
7.  Put it on paper … With this ring I thee mentor … it shouldn’t be a 49-page legal document. But a formal mentoring arrangement spells things out. This way goals and expectations are planned out, so no one’s bummed out by a ‘raw deal’. It’s the perfect way to lift expectations … and avoid any bitterness.
8. Outta bounds … No matter how close mentoring relationships become, there are no-go areas. Like your boss’s salary. Be smart. Be upfront. Be frank. And establish those parameters.
9. Mentoring is a two-way street … Both of you will reap rewards. No matter who’s in charge, you’ll learn, grow and stretch together – just like Bonnie and Clyde, Monica and Bill or Nelson and Graca.
   
   
 


People tend to hit 50 when the target’s either zero or 100.
 

 
ways to be a Rock of Gibralter …
   
1. Being there … People have a hard time moving forward when they’re worrying about the little things in life – whether at home or in the office. Be a shoulder to cry on, a pal to laugh with and an example to follow.
2. Coach ’em… Provide tips and feedback – the fuel that keeps careers moving.
3. Map it out … Keep employees plugged in to the company’s bigger picture, where it’s been and, most importantly, where it’s going.
4. Save the lamb from slaughter … Lead them through the maze of office politics, rituals and traditions. It could be as simple as “The best time to approach the Big Guy is on Friday afternoon when he’s had a few too many” or as complex as walking them through the minefield of who to avoid and who to seek out at office parties.
5. Become a career counsellor … You’d be insane to think this bright spark’s going to be at your side from here to eternity. Don’t be afraid to offer a bit of long-term career counselling; the results will be applied to the here and now once the employee feels they’re on a path to success. And don’t hold them back when it’s time for them to move on.
6. The Centre Stage method … Don’t keep your protégé in the dark shadows. Encourage ’em to bask in the limelight. Give credit where and when it’s due. And that includes in front of the Big Cheese too, if deserved. It’ll only reflect well on you. Empower them and enable them to move on.
 
   
 
ways to maximise rewards …
   
1. Get the balance right … tailor the reward-giving to your company’s needs. Some companies are structured towards the Big Picture, where everyone’s working for that gold watch at retirement. Other, faster-paced companies prefer the weekly perk. Is your balance right? Throw a kink into the system to shake it up. Try a quarterly system if your company works on a yearly programme. Or an annual blast if you’re company’s in a fast-paced grind. Hone it until the balance is right.
2. Creative awards … reward the freethinking spirits who are the lifeblood of forward-thinking organisations. If a concept is wacky and offbeat, all the better. Reward those Natural Born Leaders who are brave enough to colour outside the lines, provided their bottom line is covered. It builds confidence and is the perfect example of success for the less inspired.
3. Set new standards … Say you’ve got a toothpaste factory where the average employee takes one minute to hand-screw a cap onto the tube. The moment you publicly reward Mr 45 Seconds is the moment 45 seconds becomes your new norm. Watch your employees set new standards for themselves – building constant, consistent improvement.
4. Smells like team spirit … the quickest way to cause a stink in the workplace is to reward one person when more were involved in the process. Doesn’t matter if there’s a designated leader in a group. Reward the group and you’ll build teamwork and dream-work.
 
 
 


Adventurous types strive on a bit of stress.
 
 
 
 
easy steps to victory …
   
1. Games people play … hand over a tacky kitsch trophy to the winning work team. Rotate monthly. Chances are it might not be taken seriously at first. Check the clamour for glamour in a few months though.
2. Party hearty … have a little victory bash every single time you have cause to celebrate. No one can resist a compliment.
3. Reward the odd squad … Reward teams, not individuals. The stronger will begin lifting the weak. But don’t get too heavy – tension might mount faster than parents’ blood levels at a ‘easy-going’ interschool gala.
4. Hone in or groan out … go for a few annual goals which include a half-dozen elements.
   
   
 
wrongs that won’t make it right …
   
1. One for all and all for one … the same reward will make everyone happy.
2. I sleep, they sweep … nothing’ll piss off a fast mover more than equal rewards for all – including the slackers
3. Rushing roulette … Late rewards aren’t worth as much.
4. Wait not, want not … ‘Once in a blue moon’ rewards – like December bonuses or ‘Star of the Month’ awards – don’t make a difference.
   
   
 
free ways to motivate …
   
1. Turn ’em on … try to keep them happy by providing ‘happy work’ – granted, a bit difficult for morticians, but learn to package it as ‘happy’. And you won’t have half the problems if you guiding your employees to reach for their dreams.
2. Tune ’em in … Keep them up-to-date in the info channel and kill the grapevine before it hatches.
3. Pull ’em in … Get them involved in their job process. Let them help set targets and goals; they’ll be more willing (and able!) to surpass ’em.
4. Free ’em up … Force ’em to come in at 9am on the dot, chances are they’ll be outta there at 5pm on the dot (and check the attitude and work-flow if they’re forced to stay). Treat ’em like adults and expect them to act like adults.
5. Hone in on ’em … Celebrate success with verbal and written thanks. Better yet, begin to thank them in small, informal get-togethers. Builds team spirit and individual pride.
 
 
 

And the winner of the Best Idea Award is Marjorie Franklin’s Carrier Pigeon Proposal … Sure, some ideas might be dof, but never, never discourage proposals. The top man at a Japanese company said he received more than 193 000 ideas from his 1 500-member staff … in one year! If only one per cent were worth investigating, he’d still net 1 900 ideas, more than one per staff member. Now, imagine paying an outside consultancy for a similar amount of suggestions. Exactly. Now, Put that Best Idea programme into place. Now!

 
 


                              

Serve your customers. Grow them. Delight them with dazzling service. Under-promise, over-deliver. Become a performer. Today, there should be no such thing as “I’m no a people’s person, I’m just a backroom boy”. Make your work entertaining. Turn your business into a theatre. Your customers and those who work with you will love you for it.
   
tips to get curves … nice curves … growth curves …

Give ’em bang for their buck … It doesn’t take a rocket scientist to figure it out – people want value for their hard-earned money. Think about it. Which would you choose: a burger for ten bucks? Or a burger, chips and cool drink for ten bucks? Chances are you’d go for the latter. It’s as simple as that: provide your customers with good value, and you’ll see them again. Build customer loyalty and watch your growth cycle kick off.
 

1.

With more customers, your market share and cash flow increase. But don’t put the money under your mattress, or put in it in a Swiss bank account. Once you’re on to a good thing, plough the money back into your company to grow it even more.

2.

You’re paying peanuts? You’ll get monkeys. Once you’re in a growth phase, go for the Super Employee. Quicker, smarter and more secure, Super Employees give better service, attracting even more customers. Which means more growth, and more growth, and more growth …
 
 
preliminary questions to ask if you wanna nab customers …
   

1.

 What’s your bottom line? Well, if you’re a publisher, it could be a number of things – printing, informing, advertising, educating … the list is endless. If you’re in it for the money, you have to ask what you’re really good at. Find your area of expertise, your bottom line – and aim for it.

2.

 What’s your future hold? Develop a long-term plan. And stick to it as much as possible. Review and renew. Regularly and accordingly.

3.

 Who’s your competition? And what do they have that you don’t?
   
   
 
burning questions to ask about your customers …
   

1.

 Who’s your target market? Are you on top of it? Say you’ve got a steakhouse with a heavy evening trade – are you still selling the 200g cut as a “Ladies steak” when it’s mostly ordered by health-conscious male diners who prefer lighter dinners?

2.

 Are you plugged-in to your product’s full usage? Have you developed a high-energy health drink for gym goers, yet 40% per cent of your sales are to ravers?

3.

 Are you keeping up with the times? Are you a banker keeping traditional hours? And then wonder why your Saturday mornings are full of stressed-out, pressurised clientele?
   
   
ways to get smiles from your service …
   

1.

 Go to the top… It’s no use having all your passengers hyped up about road safety if the driver doesn’t have a clue. It’s the same with service in the business world. Your company’s top dogs have to be committed to good service. They have to want it bad – enough to develop a plan of attack. And apply it. The first step is to put it on paper – but there’s no room for the dreamy stuff. It must be realistic and applicable. Once it’s presented and thoroughly explained, enforce it.

2.

 Get everyone involved… Think of it as an all-out propaganda war. And you’ve got the bullhorn. Don’t let anyone escape your vision … or grasp. Introduce the service concepts in meetings, training courses and bosberaads. And have department heads apply it to their own departments.

3.

 Beef up the frontline… Who in your company offers the first impressions to the outside world? Switchboard, reception, drivers or sales reps … it could be anyone. Start a bit of training and role-playing to get the frontline fired up. Your company only has one chance to make a first impression.

4.

 Sniff ’round… Ever hear a farmer talk about surfing? It could be scary stuff – or helluva interesting, especially if you get a surfing farmer. But you’ll never know unless you ask. Use your employees’ built-in diversities to gain insight into what they think. Crabby receptionist? It could be the phone system. What makes people act the way they do? You’d be a fool not to enquire.

5.

 Reward ’em! Everyone love them. But you need a new system, something with a twist. Don’t use the old employee meeting method where a manager makes an uninspired speech before handing over a certificate that’s met with polite – and uninspired – applause. Try something like an in-house game show with offbeat, but meaningful, prizes like a bottle of plonk or a half-day off.

6.

 Grow ’em! Flip the manager-employee mind-set. Change the baaskap mentality where values flow only one way: from manager to employee; try developing teams. Turn it into a two-way street where employees can also offer feedback. It’ll stretch both the employees and managers.

7.

 Eat the feedback… Customers can offer invaluable feedback. Chase it. It could be as simple as checking out any letters of complaint or compliments to hiring a research company to conduct focus groups. And get everyone involved in the process.

8..

 Prioritise… Switch your thinking. Look at everything from a different angle and put the customer first.

9.

 S.P.A.C.E. out! Speed. Personalisation. Accuracy. Cooperation. Economy. Five words to get your customers grooving.

10.

 Just beat it! Be quicker than your competition. And add extra value.
 
 
 


Customer satisfaction is out. Customer loyalty is in.
 
 
 
ways to shine in the service wars
   

1.

 Break faster than CNN … Let your customers know everything – first.

2.

 Promotion commotion … Have special savings and gigs just for them.

3.

 Freebies … Add some extras at no cost – deliveries, gift-wrapping, follow up and support services.

4.

 I’ll vouch for that … dish out gift vouchers from complementary businesses; if you make plastic cups, link up with a cool drink manufacturer.

5.

 They get what they want … and when they want it.

6.

 ‘Feel free to call me at home up to midnight ‘… Make yourself into a draught beer and be on tap. At all times..

7.

 The ‘X’ factor … develop a unique selling point.

8.

 Instant smiles … Dish out bonuses, prizes and gifts. For no reason. And without fanfare. You’ll create positive havoc.

9.

 Get the names, James … people cannot resist being called by name. Know who they are.

10.

 Let ’em join you … Develop affinity and loyalty programmes.
 
 
 
ways to meet your customers
   

1.

 Send in the Big Kids – get your crack team in the streets.

2.

 Live the life – don’t just sell the running shoes; get out there in the marathons. Don’t just sell the fruit; go into the kitchens to see how it’s used. You gotta get out there to see your product in action. And it’s an opportunity to gain some serious bonding points.
3. Keep that door open – Whether it’s by internet or snail-mail, a toll-free line or an open day, make sure your customers have access to you. It improves communications and bonding opportunities.

4.

 The white lab coat method – From soul-searching internal research to hands-off contracted studies, get into the brains of your customers. Drain their brains.
   
 
point fast-track to happy customers.

Focus groups – One of the best ways to check out the pulse of your customers is through focus groups. After its focus group, a mid-sized Johannesburg travel agent found customers wanted the following:

 

1.

 The best price – consumers want to know that the agency is delivering the best prices on airfare, ground transport, hotels, cars and packages.

2.

 A ‘No Worries Mate’ attitude – consumers want any queries or problems dealt with a positive manner – they don’t want to hear “I don’t know” or “I’m not sure”. They want to hear “Not a problem” and they want it said with a smile.

3.

 Personalised care – they want their packages and arrangements to be personalised and tailor-made.

4.

 No mistakes – they want things done quickly and correctly

5.

 Long-term relationships – they want to work with one agent on a regular basis over time; to develop an interactive relationship, ultimately to the customer’s benefit so that he/she doesn’t need to explain non-smoking preferences after seven years..

6.

 Information – customers want access to info and they want the info offered without asking for it.

7.

 Up to the minute treatment – consumers want the latest info, particularly if it can save money. And they want the flexibility to be able to take advantage of specials or last-minute changes.

8.

 Follow through and follow up – they expect the agency to be helpful and to take responsibility and correct its mistakes quickly and efficiently.
point fast-track to happy customers.

 


If you provide inefficient and bad service, there’s no need to worry about the competition.
 
 
 
 
tips to get you in touch, in tune and interlinked with your customers …
   

1.

 What are the five main reasons customers buy from you?

2.

 Use your records to note the biggest spenders.

3.

 Take the big spenders out to lunch – and see what they’re all about. Why you? Thoughts on the competition. What could you improve?

4.

 Compare notes from points one and three.
 
ways to get them addicted…
   

1.

 Help ’em live their lives – take it beyond the two-sides-of-the-counter relationship; get involved in their lives outside your business. Support their private dreams and efforts. Be a backer of community projects. This is the dawning of the age of Aquarius, not the selfish 1980s.

2.

 Plug ’em in – there’s a Spanish slang term ‘enchufar’ which means ‘to plug in’ – become an enchufador, or someone who connects people. You’re doing a world of good to be the central nerve in the network as it empowers your contacts while strengthening your position.

3.

 Burn to learn – Never assume you’ve learned everything there is to know. Once you think you’ve reached the peak, you begin to stagnate, exposing your soft belly to the sharpened fangs of the competition.

4.

 Little things mean a lot – Look at the small details that separate the cool from the fools. And don’t think it’s cool because your mom says it’s cool. Learn to be objective and self-critical (the two are not mutually exclusive).
5. Take the blame – If you own an airline and lose someone’s grandmother (it’s happened right here in South Africa) there’s only one thing you can say that’s worse than “Hello, Mr Jones? We’ve lost your grandmother …” and that’s “Hello, Mr Jones? We’ve lost your grandmother, but it’s not really our fault …”
6. The manners invasion – you’re the General and there’s only one thing that’ll win the war of good manners – many tanks. Never stop thanking and go beyond the obvious verbal method: signage, treats, notes, cards, faxes, e-mails … A freelance journalist who moved to South Africa recently bumped into the director of an employment agency who he met seven years prior. His opening line was “You probably don’t remember me but …” The reply? “Of course I do! In my 20 years in the game, you’re the only applicant who ever sent a note thanking me for my time.”
7. Learn to listen – Read between the lines. Study your customers’ written verbal and non-verbal communication. They’re constantly telling you what they’re after, even if it’s not immediately obvious.
8. Walk a mile in their shoes – Kit yourself up in a hectic disguise (or have a friend or relative do it for you) and check out what it’s like to be a customer of your organisation. You might be willing to rally for change once you’re put on hold for 15 minutes only to be disconnected in the transfer.

9.

 Empower your customers – Keep ’em informed, ply them with info. A tuned-in consumer is a turned-on consumer. Don’t just sell the chicken – sell the chicken and throw in a ‘100 Ways With Chicken’ recipe book. You’ll catch on in no time.
 
 
sure-fire ways to stay on top.
   

1.

 Follow the high-life code … Make time for the little things that add quality. Snatch a weekend in a small town – somewhere in the Karoo or Free State – pretend you’re a foreign tourist and get to know a few of the locals. Fresh perspectives. Fresh energy.

2.

 Stay loose and laugh a lot … think of the movies: nothing like a fast-paced comedy – especially compared to one of those drawn-out tear-jerking romances. It simply feels better to laugh.