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I may be a little biased, but I am still surprised on a regular basis in calling on businesses that have, shall we say, a less than professional way in which their employees answer the phone. We have all experienced it, you catch someone on an ‘off’ day, or the person who answers is reading from an all-too-obvious script; or worse yet, you get stuck in the dreaded voice-prompt menu when all you want is a live person.

As consumers and business professionals, we simply want a polite, sincere and helpful ‘live’ voice on the other end of the line to help us conduct the business at hand. Why is that so often not the case?

What I don’t think many businesses realize is how their phone etiquette can have a significant negative impact on revenue over time. Almost all companies, big and small, have an established phone answering procedure and voice-mail system. The issue is, they do not review this on a regular basis and do not explore options in this area that can separate them from the crowd and create revenue generating opportunities.

Most employees in today’s belt-tightening economy have more responsibilities and fewer resources than ever, including the office managers and secretaries who are often tasked with phone duties during normal business hours. The result? A lot more opportunities for your prospects and clients to have a negative experience with your company

There are many details that must be included in a continuity plan. When you’re creating one, it’s best to start with the important elements to serve as an outline, then add the details as your specific needs are identified.

Each company has different needs depending on the type of business, facility needs, and equipment requirements. But all need to 1) assign responsibilities to management and staff so communication happens immediately, how and to whom, 2) have access to their information, 3) determine a temporary location, and 4) routine updates of the plan.

PEOPLE and COMMUNICATION

The most important element of your plan is your staff and an easy-to-execute communication plan. They go hand-in-hand because without a good communication plan, the designated people will not be able to execute their assigned tasks.

How quickly and precisely they can communicate after a disaster will set all the other elements in motion. Without immediate and precise implementation of your plan, there might as well be no plan at all. Management and staff members must have designated responsibilities, with backups in case those assigned are not available due to vacation, illness or being otherwise unavailable.

Some of the elements to put in place are a call tree so all employees are notified quickly. Other communication procedures will involve notifying customers, vendors and suppliers. Depending on the type of disaster, you might also need to contact public safety officials, your insurance agent and local utilities.

How does one measure an organisation’s value? Quantitatively, this value is measured in terms of the revenue and profits generated while qualitatively, it is reflected in the quality of its products, services and overall customer experience the organisation provides. In order to increase the value of a firm, one needs to bring significant improvement in one or more of the above mentioned areas.

Corporate coaching makes an impact not only on the profitability of the firm but also on the critical qualitative factors. It enhances the quality and value of the most important asset of an organisation which is its employees thereby, increasing the overall organisational value. A motivated and empowered workforce contributes to the organisational performance and strength.

To make an impact on the profitability, coaching targets the productivity of employees and cost reduction through effective employee retention. A 2001 study by Manchester supported this fact with 22% of participants reporting an improvement in bottom line profitability and 14% in top line revenue, other areas of improvement being productivity (53%), cost reduction (23%) and reduced turnover (12%).

In the same study, the impact on qualitative factors like customer service (39%), quality (48%) and organisational strength (48%) were also highlighted. Other intangible impact areas included relationships with direct reports, peers, clients and stakeholders, reduced conflicts (52%), improved teamwork (67%) and high job satisfaction (61%).

As with anything else in life, if you want to get good at carpentry you need to practice. The easiest method to learn how to screw quickly and efficiently would be to repeat the exercise over and over, until you find a method which works best for you. You can find, however, a few tips that should help speed your journey towards becoming a master craftsman.How To Screw Into HardwoodHead chewing or shearing can be a problem when trying to drive screws into  hardwood. This is where the top of a screw is either stripped out (very common problem with Phillips-head screws) so there is no socket left for your screwdriver to gain purchase on, or when the head is broken away completely. The simplest way to avoid these types of occurrences is to pre-drill a pilot hole into the hardwood, allowing your screw an easier point of entry. Hardwood pilot holes have to be approximately half of your screw’s diameter, while softer woods will only need a quarter (if any).If you still have problems once you have made a pilot hole and the screws still doesn’t want to go through, then you’ll need to use lubrication on your screw. A simple way to do this is to use a little paraffin wax along the threads (never use grease/oil), although this might be a little time-consuming if you have a lot of screws to get through. There are a variety of specialist screws that you can buy which come pre-lubricated for your convenience along with a    number engineered specifically for use with hardwood decking. A double countersunk head will reduce the chances of head shear, and square or hexagonal heads are better suited to driving into extremely resistant surfaces.

  How To Maintain Screw TightnessScrews are usually harder than the wood in which they sit, so they have a tendency to shudder loose every once in a while when the wood is put through vibration. One common mistake would be to simply remove a loose screw and replace it with a bigger one; although this may supply a temporary remedy, the same thing is likely to occur again (and in all likelihood in a shorter period of time). Rather than attempting this, it may be worth re-drilling the hole and placing a glued dowel, then re-screw into the dowel for a reinforced tight fit.