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Personal networking – a different perspective

June 11, 2014 by Brenda Leave a Comment

‘Personal networking as a Business Tool’ is the title of a workshop I presented recently for the Durban Chamber of Commerce and Industry.  This session emphasized the importance of building positive relationships which, in turn, help us to become the person of choice, firm of choice or business of choice.  

Positive relationships also generate an ‘absence of malice’.  When things go wrong, as they often do in business, within an existing positive relationship, we are more likely to be given the benefit of the doubt.  So while acknowledging the importance of social media, the focus of this workshop was on the benefits of building positive relationships.

L-R:  Iqbal Sheik, Harold Sampson, Vidhaan Deolal and Zanele Nzaza.

L-R: Iqbal Sheik, Harold Sampson, Vidhaan Deolal and Zanele Nzaza.

 In summary, the consolidation on some of their ideas on the benefits of personal networking are: 

  1. Personal networking is beneficial within groups and organisations and externally as well.  We need to carefully identify where we play roles and who our stakeholders are.  In other words, whom do we serve?  And which entities or people have power over our organisations or over us?  The benefits of fostering those relationships are enormous.
  2. Business expansion can be gained through personally engaging in a range of different activities.  We thus interact with a wide range of people.    For example, by playing cricket and getting to know the other cricket players and their supporters, opportunities for new avenues of communication through their networks may be recognised.
  3. A greater connection between personal passions and building networks which can benefit us in the work situations.  For example, where we have an interest or capability, by offering to serve on committees or boards, or taking other leadership roles, we become more ‘visible’, and are also ‘in the know’ regarding developments or other information which could be helpful to us or to others, if appropriate to share.
  4. ‘If you grow yourself, you grow some-one else.’   Within an organisation, if we improve our product, service or the way we operate, we can more easily complete processes, enhance the over-all performance, thus lifting standards for everyone.  Quality conversations play an important part in this.
  5. By having a ‘finger on the pulse’, we can notice issues and problems as they arise and thus solve them more quickly and easily.
  6. By keeping track of people, and knowing about their new positions and developments, we can create opportunities for them, for ourselves and for others.
  7. Willingness to help is reciprocal.  If we have an attitude of ‘what can I do for you?’ others will be influenced by this.  When we need help, others are more likely to notice and offer to help us.
  8. When we are searching for new staff, if we have positive relationships with others, we are more confident in accepting referrals from them.  Thus, gaining the right people for positions in our organisations can become less onerous and the positions are more likely to be filled with ‘the right person for the job’.
  9. As networking involves connecting people with people, people with information and people with opportunities, the more we network, the more likely we are to recognise and be able to optimise opportunities on a larger scale for ourselves and for a wider range of people.  Our networks become broader and broader.
  10. People get to know us, our products and our services.  And we know more about others and their current and changing business needs. Thus we can more easily match our products and services to their actual needs.
  11. Although we all know that networking builds trust and positive relationships, the more we network, the more we are reminded of this and able to recognise and optimise opportunities.
  12. Through networking we are exposed to new ideas which we can transfer to our own situations.  In addition, being able to test our ideas within trusted relationships creates opportunities for us to try new things, take prudent risks.
  13. Networking helps us to set new goals and create focus on what we want to achieve.
  14. Elements of time management are significant.  We get things done a lot faster by knowing who to go to. And this isn’t always the decision-maker at the top.  Sometimes, by having a good relationship with say, the CEO’s personal assistant, we are more likely to get the appointment with the CEO.  
  15. By allowing more time for the important or strategic activities, there is more time available for a work/life balance.  By having more quality time with family, we are able to concentrate on the important things at work and growth is more likely.
  16. Life is more enjoyable when we work with people we know and trust. And this applies in our formal work positions, with our families and in our community engagements, too.
  17.  By guiding others, we develop our own leadership abilities and become recognised for those.  This opens further opportunities for us and for others.
  18. By developing our own potential further, through networking, people begin to perceive us as an expert in a field.  Thus they come to us for advice and this often makes us ‘lift our game’ and we in fact may become that ‘expert’.
  19. We develop our field of influence.  And this can apply at a micro (internal) or macro (external) level.

For more information on our personal networking training programmes or keynotes please contact Brenda on brenda@146.66.90.172 or +27 82 4993311.

150: Service Excellence at the Oyster Box Hotel

January 24, 2014 by Brenda Leave a Comment

When your business has incredibly high levels of service excellence, how do you consistently sustain your standards?  Of course, leading by example, having the right tools and resources and effective training play a huge part in this.  In addition, how do you continue to add value, to exceed expectations?  And once people are all focused on effective outcomes, how do you connect with the hearts of your clients, customers or guests?  It is the "people factor" that I am emphasizing in this article.   

Let's set the scene and put the "people factor" in context.  The Oyster Box Hotel, Umhlanga Rocks, KwaZulu-Natal is an outstanding example of service excellence.  Let me give you an example: for a special wedding anniversary this week we decided to spend three nights at our favourite hotel which definitely has a soul.  I work for hours in the Clock Library – and in those beautiful surrounding, it certainly doesn’t feel like ‘work’.  I enjoy a movie in their quaint cinema with popcorn and sweets ‘on tap’.  We were allocated our favourite sea-facing room which provides one of the most magical views imaginable.

The view from our window.

The view from our window.

And of course, we had delicious meals, too.  My favourite meal in the whole world is the breakfast served on the Terrace.  Guests can ‘mix and match’ food to their heart’s content.  Sometimes we are delighted to hear the gong ringing and when that happens everyone rushes outside to watch the dolphins in the surf.  But here again, it is the warm and sincere hospitality imbued in every staff-member that makes this the ultimate in enjoyable experiences.  The "people factor" make everything else possible.

I’d like to talk more about this concept of going beyond just making guests believe that they have made the right choice from a cognitive perspective.  The people in the organisation add the warmth, the extra touches that bring the experience to life.  And at the Oyster Box Hotel, Wayne Coetzer, the General Manager, one of the most characterful people I’m privileged to know, spreads his warmth and caring to the staff, guests and all those with whom he interacts.  In fact, he is so ‘nice’ that I often forget his competence and ability to run this magnificent, many-faceted hotel. Of course he is ably supported by his deputy, Tyler Liebenberg, executive chef Kevin Joseph, personal assistant Barbie Hamilton and a team of dedicated managers and staff.  But he is the one who has the uncanny ability to connect people with people, people with information and people with opportunities.  Wayne, I salute you as one of the greatest networkers I’ve ever been privileged to meet.  

Part of his networking this trip involved introducing me to the iconic ‘Mrs Tollman’ who happened to be staying at the Oyster Box Hotel.  She and her husband, Stanley lead the Red Carnation Group internationally.  What a privilege it was to meet her!  I can sense how her warmth, caring and competence have a ripple effect, impacting on every aspect of their business enterprise.  So here you see a very strong ‘heart’ connection.  And, Mrs. Tollman you have captured my heart, too!  (How I’d like to be more involved in your businesses!) 

Let’s go back to Wayne:  Another way in which he more than ‘went the extra mile’ was in organising number plates for Ed’s ‘Sportscar’. (This was the topic of a previous blog post).  Innovators have the ability to firstly recognise (cognitive) and then optimise (action) opportunities.  And Wayne is a master at finding creative, appropriate solutions.  You should just see the number plates!  We absolutely love them (heart)!  So the outcome is effective because head and heart are aligned and this provides the energy for appropriate action!  It wasn’t just a case of ‘here are some number plates’ and we would truly have been impressed and grateful at that point.  But part of the process involved the great kindness and consideration with which Jonathan Olsen, Maintenance Engineer orchestrated the fitting of the number plates to ‘Sportscar’.  Thank you, Jonathan! 

Jonathan Olsen, Maintenance Engineer, Ed and ‘Sportscar’.

Jonathan Olsen, Maintenance Engineer, Ed and ‘Sportscar’.

Please look carefully at the wording of the number plates.  These have been great for starting conversations both while Ed proudly tootled around the Oyster Box Hotel and also when he is out in one of the many shopping malls he frequents.  So that is generating further action and connection, too. 

So, there is a huge ripple effect spreading outward from the essence of a true spirit of service, whether it be from the customer service strategy in place, the effectiveness of the leadership or the passion for the quality of service that everyone involved in the Oyster Box Hotel seem to possess.   

Readers, in aiming at service excellence, observe how cognitively your internal and external customers are viewing your service and products.  But we also need the ‘heart’ connection and you and your teams are the ones who should build those relationships.  Capture the hearts of your staff, clients, customers, guests, patients, members and the impact and ripple effect will be huge if you ‘take action’ in an appropriate and timely manner.  

For more information on Sustainable Customer Service Strategy, Customer Service training or Executive Coaching, please contact  Brenda on brenda@146.66.90.172 or +27 82 4993311.

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