IS CORPORATE SOCIAL RESPONSIBILITY MANDATORY?

IS CORPORATE SOCIAL RESPONSIBILITY MANDATORY FOR COMPANIES

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http://newtimes.co.rw/index.php?issue=14396&article=4702&week=39

Is Corporate Social Responsibility Mandatory for Companies?

Companies are often recognised as a group of different agents that have a relationship with shareholders, suppliers, citizens, competitors, customers and the community as a whole. Even though companies are created primarily to make profit, they are also required to be an integral part of the development of the community.

While meeting a potential sponsor of the next issue of The ServiceMag, we had a very interesting debate on this issue of corporate social responsibility. Though we found this person’s arguments relevant; we needed him to understand the concept of the magazine as an educational tool in developing the business community here in Rwanda.

At this point, I must acknowledge that our arguments paid off as the new issue of the magazine will be out on Wednesday September 30th 2010.

The World Business Council for Sustainable Development (WBCSD) defines Corporate Social Responsibility (also known as CSR) as “the commitment of the company to contribute to the sustained economic development by working with employees, their families, the local community and the entire society in order to improve life quality”.

This definition simply indicates that companies are also responsible for the social, economic, cultural and even political aspects of our community. It is no secret that the values of a good company go beyond its staff or customers’ satisfaction but also to a large extent on its contribution towards the development of the entire community.

In Rwanda, we see certain organizations here and there making donations to orphans once in a while. Can we describe this as part of corporate social responsibility? Yes…. Is this enough?

Maybe, maybe not.
We discussed this issue with some friends and they think that the frequent donations (most at times simple commodities such as sugar, oil, foodstuff etc) are rather a way for many companies to offer themselves some free publicity through the media.

Examples were given of companies that organise for television coverage while they are at Umuganda (mandatory communal work activities undertaken every last Saturday of the month).

Well, I have also seen television coverage of companies digging ditches, sweeping roads or compounds or making compost. There are also those who build houses, clear the terrain, pay school fees or simply engage in any other activity that helps develop the country and its population.

At this point, a question emerges in my mind: do these companies or their top management have any responsibility, obligation or commitment concerning the population?

The answer is definitely yes. Every company, big or small, has a responsibility in creating and developing values such as protection, sustainability and acting responsibly and economically in offering a better economic environment to the public at large.

Corporate social responsibility in other parts of the world has become such an important issue and a real competitive differentiator. It is time this became a reality in Rwanda.

It is time the business community understood its role of impacting on everything that can contribute in developing the economic environment.

I believe that the eight Millenium Development Goals, (MDG’s), do not solely rely on our governments but also on everyone and other organizations. Educating, eradicating extreme poverty, reducing child mortality rates, fighting disease epidemics such as AIDS etc;;; are all goals that should be embraced by the business community.

Let’s all be responsible and participate in improving the lives of people in our communities. I would like to take this opportunity to thank once again all the companies that sponsor not only The ServiceMag but also the other events in town (culture, sports, fashion, arts, health, dance, educational, etc) .

I am convinced that if business owners in Rwanda integrate CSR into their strategies and daily operations, this will go a long way in creating a good reputation for their businesses and promoting the development of the country as a whole.

The Author is a customer service consultant working in Rwanda

www.theservicemag.com

Managing Corporate crisis

Know home to manage corporate crisis by Sandra Idossou

http://newtimes.co.rw/index.php?issue=14394&article=4635&week=38

WEEKLY » Business Times » Ways of managing a corporate crisis

Ways of managing a corporate crisis

I recently received, on behalf of the Service Mag, a letter from an unhappy customer regarding Rwandatel’s internet services. The issue was on the interruption of internet services some two months ago caused by the malfunctioning of an undersea cable from Dar es Salaam to Mumbai, and on to Rwanda.

I can guess this situation was a very serious and complicated one, not only for Rwandatel customers but also for the entire management and staff of the company.

In any business, crises such as these are bound to occur. It could be a very serious power cut, sickness or death of an employee, natural disaster such as a flood, fire outbreak, product default, accident of a customer on company premises, or even consistent negative publicity in the newspapers.

Much as you cannot always prevent certain crises, it is important, as a manager or a supervisor, to consider customer service strategies that could help in minimizing business disruptions.

Corporate crises can threaten you, your employees, your organization, your reputation, your clientele base, your career, your future etc. Therefore regardless of the gravity of the crisis, the tips below should help you to maintain and protect your relationship with your customers.

1. Accept that there is a crisis

One of the most difficult steps in crisis management is making the decision to accept that there is a crisis. Most business people take time before accepting the inevitable. Holding it off till it is too late might not help you save the sinking ship. If possible, bring the media on board by means of frequent briefings. Let the press know exactly how you are handling the crisis. That is the only way you can bring them on your side. Avoid hiding information that might be of interest to your customers.
Even if this seems absurd, emergency cases should be handled in an extraordinary manner.

2. Let your staff know exactly what is happening and take responsibility

In the case of a crisis, your staff - especially those in direct contact with customers - are going to be the ones facing the customers. So let them know exactly what is happening so that they can take ownership of the situation. Blaming others, denying the crisis, pointing fingers at others are all reactions that should be avoided.

3. Employees should show some empathy

In a time of crisis, customers require or expect that your company demonstrates leadership with excellent customer service that can respond with accurate, real-time answers to their questions. Employees should therefore be empathetic. Employees should, for a moment, place themselves on the other side of the counter so as to better understand the pains that customers have to go through. Employees should know how to manage stress so as to avoid mistreating customers in such situations.

4. Be frank with your customers

It is often said that “Honesty is the best policy” so no matter what is going on, be frank to your customers. Avoid making false promises as this will make them angrier in the long run. In most crisis management scenarios, the outcome heavily depends on what you do and say to the public during the first few hours of the crisis.

5. Compensate customers

After the problem or crisis is solved, look for ways of making it up to your customers. Send a “Thank You” letter or publication in the newspaper for their understanding. Compensate and offer discounts where possible. Can you imagine that after all the troubles the customer went through with that internet breakdown for two weeks; he still had to pay the usual amount on the bill, as if nothing had happened?

We can all admit here that dealing with corporate crises are real challenges for many business owners. It is for this reason that as a business owner or manager, you will need to establish specific and clear guidelines to which your employees can conform in cases of crises.
Think about the old cliché “what doesn’t kill you makes you stronger”. If you handle your crisis professionally, you will ultimately make your customers become loyal to you and stick by you no matter what happens...

sidossou@theservicemag.com

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Are you a Gazelle or a Lion?

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http://newtimes.co.rw/index.php?issue=14382&article=4563&week=37

Are you a Gazelle or a Lion?

By Sandra idossou

“Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn’t matter whether you are a lion or a gazelle - when the sun comes up, you’d better be running.”

I received this quote from a motivational website and I found it extremely interesting and worthy to share with you. Forgive me if I feel like adding my own words to the last part of the quote: “It doesn’t matter whether you are a lion or a gazelle - when the sun comes up, you’d better be running, and taking into your hands your own destiny.”

I wish many Africans could understand that they hold their destiny in their own hands because their future doesn’t depend on others. Running, in my opinion, implies that we take responsibility and go for what we believe in. It also refers to working hard towards a brighter future.

Many live from one day to the next, and do not always feel responsible for their destiny. They blame almost everything on others or on circumstances. They have excuses for everything. If their businesses collapse for instance, they blame it on jealousy, hatred, the huge taxes, the challenging economic environment, the weather, even their spouses or parents.

Your columnist often meets young people who just wait for miracles to happen. Most of these job seekers sit patiently at home, waiting for their phones to ring.

Even though I believe in God, I do not think (the biblical) manna falls down from heaven anymore. God never encouraged laziness but rather endorsed hard work. I strongly believe that somehow, good things happen to those who work for them.

There is a quotation from a Roman philosopher that has inspired me so much; “Luck is what happens when preparation meets opportunity”. So while we wait for greater opportunities or doors to open for our businesses, our nations, our personal lives, let’s be prepared. Let’s improve on the way we do things. Let’s make ourselves ready because diligence is the mother of luck.

Pride, laziness, not going the extra mile, not upgrading one’s knowledge and skills, accepting mediocrity, being satisfied with the minimum, being irresponsible, etc., are some of the many reasons why many are not able to rise to great heights.

So people of and in Rwanda, our destiny depends on what we actually do today. Our daily personal actions and attitude will determine our achievements as a nation. It is as simple as that.

If you want to be a prosperous business person tomorrow, work towards it today. Adopt positive attitudes today. Do not accept mediocrity even if everyone else does. Accept to differ. If, for instance, everyone comes late to work or to appointments because it is a common practice, decide to be the exception.

Today, many of us are so happy with what is happening in Rwanda and I trust the future will be even brighter…but again this depends on how we all decide to begin our days; either as a gazelle or a lion. However, regardless of our business or activity, we all have something to run for. Let’s not waste time. Time is precious and every hour that is wasted can never be regained.

Let us wake up early, prepare, work hard, read, research, practice, improve and upgrade our skills and attitudes.

sidossou@theservicemag.com

Know How to Overcome Objections

In Case you are into Sales, please read the following ling

http://newtimes.co.rw/index.php?issue=14375&article=4464&week=36

Overcoming objections during a sales process

By Sandra Idossou

Throughout the last four weeks on this Monday column, we have emphasized the fact that most of us almost always have something to sell; an idea, a vision, a thought, a project, a point of view, a reputation and for many other people, their companies’ products or services.

One of the most frequent reactions we all have to deal with is overcoming objection. Objection may be likened to a curse among many salespeople as in most cases; we do not know exactly how to react.

Objections often arise when customers respond in a negative or hesitant manner by giving excuses or other reasons why they cannot buy our ideas, products or services. Objections amount to sales resistance, which should give us the opportunity to clarify doubts, offer further information and reassure the customer.

At times, the objections are hidden or implied. This is why we need to be constantly on the look-out for certain details while speaking with the customer; especially nonverbal communication such as facial expressions, eye movements, body language, etc.

It is fundamentally important to smoke out all hidden objections because an objection that is not discovered and dealt with appropriately is a lost sale. So if you happen to be in sales, here is a 4-step process to help you handle them better:

Listen

Take time and listen. Do not jump to conclusions as this may cause further objections. Do not interrupt customers.

Use active listening methods; nodding and physically showing interest. Your customers’ objections will help you sell to them so thank them for voicing their fears, apprehensions, misunderstanding, misconceptions etc. If possible, write them down so as not to forget.

Rephrase the objection to make sure you have really understood it

Get to the crux of the matter by asking questions and showing you are interested. By rephrasing the objection and finishing with “is that what you meant?” you will be able to uncover the real objectives of that objection. By answering that question, your customer will clarify better his or her objections.

Answer the objection

If you tell the buyer you will deal with the objection later, then forget about it or worse, ignore it, you are sending a message that you do not care or are simply ignorant.

In case you do not have the exact answer to the objection, be honest enough to tell the customer while you look for a supervisor or someone who can clarify. In any case, answer the objection by showing the benefits of your product or service.

Close the deal

Finally, check to see if you have answered your customer’s question. You can even ask if they have any more concerns. Handling objections is a prelude to closing a sales deal. So finish up and close the deal. An objection that is well tackled might reveal other hidden ones. So be ready for more. Note that objections go hand in hand with sales so there is no way you can avoid them.

It is true that most objections fall into 3 categories; they are either true objections, or assertions simply designed to sidestep the real objection, or they are simply misinformed. You can easily address all the three by highlighting aspects of your product or service that may address them.

The next time you are confronted with one of the three, do not panic or stress yourself. Be calm and poised. No matter how you sell, you shall often face objections. How you handle them will determine whether you make the sale deal or not.

sidossou@theservicemag.com

Master the different stages of a succesful sales process

Master the different stages of a successful sales process

By Sandra idossou:

Two weeks ago, we started these series on ‘Sales Techniques’ because no matter how good your products or services might be, they need to be sold by people who know how to sell them.

In last week edition, we emphasized on the importance of preparation. Preparation for every sales person is mental, emotional and physical. Preparation also implies that we do our homework by knowing the features, advantages and benefits of the products/services we are offering.

Let’s assume today that we have mastered all those two pre-requisites. How then do we create that first contact with the customer when he enters our shop or our office? What are the different stages of a dynamic sales process?

Though there are tones of articles and books on sales techniques, your columnist will like to share with you some one of the simplest techniques. Some call it the 7 stages of sale, others call it the 4 C’s of a sales process. The 4 C’s are the following:

1. Contact

This is where you decide right away if you want the prospect to feel welcomed or not. Whoever enters your shop or office should be acknowledged within seconds. Whether you are busy or not, whether you will be ready to provide service in one or twenty minutes or not; the first contact in crucial to the process.

An early acknowledgement is a minimum requirement. Your acknowledgement says “I’m glad to see you and I value your coming here”. It also means, “Please wait a second; I will help you as soon as possible” or “Thank you for your patience.” Your acknowledgement might often be just an eye contact, a smile or a hand gesture.

2. Connect

Smiling and greeting the prospect who enters your shop or office sets the tone for the rest of the sale’s process. Even though greeting might look so obvious to many, it is rather unfortunate that this has become one of the missing ingredients in most sales interactions here.

Do not just sit there and stare. Connecting with the prospect will start with a “Good Morning Sir/Madam” or “Karibu”.

The next stage of the “connect” is to ask the famous question “How may I help you?” As a salesperson, learn to ask many questions. This helps in uncovering your prospects needs. You should listen at least 50 percent of the time.

Asking questions implies that you learn to listen carefully. Listening is a key selling skill, in that without good listening skills the process of questioning and understanding the exact needs of customers will be rendered totally pointless.

3. Convince

As a sales person, you are like a consultant or an advisor. The customer wants you to be the expert in describing your products/services. You can only convince when you know everything concerning that offer. Convincing will require cordiality and a great sense of enthusiasm. If you look dull and hesitant, you are probably killing the sale.

4. Conclude

The last stage of the selling process is as important as the first. You need to make sure that that the customer leaves with a positive impression; even if the discussions do not lead on to a sale. Rephrase the order, thank the customer and follow up.

I have practiced this sales process hundred times before and I can assure you that it works. But the, do not just take my words for granted. Test it yourself and you will see the results on your bottom line.

sidossou@theservicemag.com

How good are you in sales?

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http://newtimes.co.rw/index.php?issue=14371&article=4417&week=35