Build a team which accepts criticism and absorb pressure


One of the latest learning in my team building experience is quitting for criticism and bogging down for pressure….

Also this has happened with my top management and core team… From the beginning they were shielded from  facing criticism and pressure…

Once left open to face the reality they immediately bogged down and quit without even trying…

With this hard learned lesson we now decided to put people under pressure and  criticise even smallest deviation… In this method many people quirt and a handful of people stayed… Now we have a bunch of folks who could handle pressure and criticism…

Situations which needs to be addressed;

  • meeting commitments…
  • fixing process deviations….
  • pushing to accept change…
  • managing peer pressure…
  • breaking hurdles…
  • increasing benchmark…
  • increasing lateral thinking…
  • developing problem solving skills…
  • build go-getter attitude…

Planning to set a Stationary Shop


For sometime I’m looking at options and opportunities in setting up some shop either directly or a franchisee… Looking at options where investment is less and less risk… This is more to engage my dad post retirement…

Also I’m fond of entrepreneurship, trying and learning new things.

Yesterday my friend was telling me about setting up a Stationary Shop ti engage his dad or dad-in-law… He chose a Stationary Shop because he has his cousin who is already into the business for some time and knows the nuances of the trade. His cousin has also volunteered in helping in shop choice, setting the shop, introducing to dealers & vendors, guiding in customer spotting and creation…

Mostly by this week we might start with Business Plan and understand the risks and opportunities… As we did an oral planning it was low investment and low return business… But I’m thrilled as I’m entering into trade and retail…

Am very eager to prepare the business plan… Also friends if you have any subject experience or any ideas or thought please share it….

Tips for Customer Support Managers


1. Get Inside your Customers’ Skin
In order to align all the company’s functions with developing, maintaining, sharing and performing to detailed customer experience maps, the company needs to have deep personal relationships with its customers to truly understand them.

2. Relationship Determines Revenue
Customers often value relationship more than the product or service. Find out how to invest in stronger relationships, understand customer budget bibles and match their planning cycles.

3. Break the Technology Addiction
Technology doesn’t have all the answers and it can’t auto-service the customer. Technology is a tool and we must know when and how to use it in communications and analytics to create better decision outcomes. Invest in these tools, but don’t let them replace in-person conversations and relationships with customers.

4. Revenue requires a Village
Customer-centric organizations are not natural homes for lone-wolf, “hail-Mary pass” producing sales folks. Chief Customer Officers need sales, marketing and support departments to understand the holistic experience for the customer and deliver their individual components with the same tone, cadence and channels outlined in a unified experience map.

5. Pay for Relationship Quality
People do what they are financially incentivized for. CCOs that are supporting a customer-centric transformation are replacing NPS and customer sat scores with a measurement of each function’s role in delivering a customer experience that supports revenue. Instead of MBO, churn or close rates, consider performance metrics aligned with the customer experience story board, customer engagement and peer scoring.

6. Collaboration is your Lifeblood
Customer centric organizations are highly collaborative; it’s the secret sauce to delivering consistent, meaningful experiences and relationships. Only through enterprise-wide transparency, information sharing, proactive feedback, ideation and communication patterns that transcend hierarchical organization structures can teams respond to customer expectations and quickly resolve issues.

7. You’ll Never Know It All
One of the biggest challenges facing CROs transitioning to CCO is that they don’t know or have experience in all the functions – marketing, sales, distribution, and customer service/support. At best someone might have deep experience in two but not all. That also means CCOs need to let go of tendency to ‘command and control’ and lead by example, enforce highest of ethical behavior standards, enable employees to their jobs to the best of their ability, and focus on building healthy teams.

Courtesy: Forbes.Com

My next venture would be on BIO Fuel / Energy


These am intensely doing research on BIO Fuel and BIO Energy… Me along with a friend have decided to do a pilot project for next six months on this…

Today my friend visited me to Coimbatore and we had nice half day conversation… We collaborated all the information we have done till date…

Again we are meeting in Chennai during 1st Dec and we might. One up with a clear road map for next 6 months… In coming months will update you all about the nuances Bio Fuel & Energy…

Diet Water – a new business idea


Went to Subway to have a sub along with Kavi… When he insisted for a different joint I denied it telling him I’m on diet… By the time when we were billing there was a guy who ordered for a diet coke…

By this time we got a call from the friend who was waiting for us at Cafe Coffee Day which was was located on the parallel street… When we asked for his order he said he wanted a green tea as he was in diet…

After our meeting Kavi was thirsty and he got a bottle of water… He offered me if I wanted to drink? And I denied… He was spontaneous telling it was a diet water…

I was startled… We had a big laugh and then we thought there was a great market if we. Considering the DIET market we though DIET WATER for sure will have great market…

We even thought of a name DIET ACQUA… So how do we differentiate from normal water is we are selling H1O instead of H2O

We know it was a crazy and funny discussion… But who knows in this crazy world with a whole lot of crazy people a DIET WATER can be a reality in future :)…

Why indians are smart??


Three contractors are bidding to fix a broken fence at the White House in Washington D.C. One from Bangladesh , another from India and the third, from China.

They go with a White House office to examine the fence.

The Bangladesh contractor takes out a tape measure and does some measuring, then works some figures with a pencil. “Well”, he says, “I figure the job will run about $900. ($400 for materials, $400 for my team and $100 profit for me)”.

The Chinese contractor also does some measuring and figuring, then says, “I can do this job for $700. ($300 for materials, $300 for my team and $100 profit for me)”.

The Indian contractor doesn’t measure or figure, but leans over to the White House official and whispers, “$2,700.”

The official, outraged says, “You didn’t even measure like the other guys! How did you come up with such a high figure?”

The Indian contractor whispers back, “$1000 for me, $1000 for you, and we hire the guy from China to fix the fence.”

“Done!” replies the government official…

Wonderful Network Meeting


Today was the second session of the new Business Networking meet for which I’m one of the Founding organizer. It was a 6 member meeting during the first session and for the second meet there is a marginal increase to 14 entrepreneurs.

I’m very happy because for long I wanted to start a Group for entrepreneurs & this happened with less effort. Also people who have made it for the first time today are happy the way it progressed.

It so happened because of the offer we got from one of the friend who helped us in getting a meeting room. Even the second meeting which happened today was a casual one without any planning or preparation. These are some highlights about the group;

  • Group is named Go Network Grow
  • Meet happens on 2nd & 3rd saturday of every month…
  • Group is opened to entrepreneurs only…
  • It is a non-profit group…

Next meeting happens on 12th March 2011 & we are expecting a decent turn around… If you are an entrepreneur you are welcome for the next meet… Kindly ping me for an invite…

Paypal user emails RBI


Less than 12 months Paypal a Online Payment Gateway has changed its policy for Indian account holders several times… Leading to panic among the Freelance & Startup circles in India… Almost 90% of Freelancers & Startups use Paypal as the mode of getting payments from clients… A week back all Paypal users from India has got an email which has restricted many of its services to align with RBI’s guidelines… Though PayPal has lot of options; Reserve Bank of India must also relax its policies for the benefit of millions of freelancers & startup who bring sizable sum of money into the economy…

Here is a freelancer who has sent an email to all open forums to gather support to send a request to RBI Governor… So for all freelancers and startups who use Paypal can join hands with Naresh to showcase our concerns…

From: Nitin Naresh <naresh.nitin@gmail.com>
Sent: Sat, February 5, 2011 12:04:44 PM
Subject: Letter to the Governer of RBI for Paypal Issues

This email is sent to the Start-Ups in order to seek support and coordination and file a petition against RBI decisions jointly.

Respected Sir

My name is Nitin Naresh and I am a resident of New Delhi, India which is the state capital of Constitution of India.

I work as a freelancer and outsource web-developement project and online projects from other countries which are located in Continents of America, Europe, Ocenia and many other asian countries.

I am a small level worker which works online and get paid by  my clients online using the web money transfer service known as paypal.

Recently I received a letter from paypal stating that as per RBI guidelines they are changing their services in India under which a user can not purchase any online product and service using paypal and will have to withdraw the payment into the bank accounts and also for export related services the maximum onetime transaction cost can not exceed more than 500 USD.

Now i want to ask some very simple, very basic questions along with my opinions and viewpoints on the questions and statements from all you highly educated, highly intelligent and think tanks who are known as beurocrats of India and who runs the India with their high intelligence and thoughts.

1. What do you think who runs India- People like TATA, Reliance, Birla or Small entreprenuers and mid scale Industries??

In my opinion its small scale industries and not bilionaires in India also known as punji-pati.

Right now (6:02 PM, 29-january 2011) the population of India is 1,19,60,605,63 and out of which more than 58 percent comes under poverty line, 35 % are middle income group, 5 % are tribal and only 3 percent are known as millionaries or billionaries.

So basically the majority of earning people are 35 % which earns their livelihood by various works some work under government department, some work in private sector, some work indiually or also know as self employed and some are professionals.

Out of these 35 percent people more than 28% works in small or medium private department where most of the work is outsourced from other countries which lies in other continents.

The only way to send and receive payment quickly is online money transfer which are like paypal.

Have you ever though that your such kind of irresponsible decisions, guidelines and directives can really affect the business in India.

In the world of Globalization, you are cutting the hands of earning people.

2. Do RBI has records of any money deposited by politicians, beurocrates, billionaries in Swiss Banks??? What steps RBI has taken to ensure that this money which belongs to us should come back to India.

It has been made clear by wikileaks and also many swiss banks officials that there is a huge some of black money in most of the swiss banks which belongs to Indians and are never taken care of.

Why RBI has not taken any step to bring that money back to India, Here I would specially like to mention that this money is all sort of black money which is earned by scams done by our well wisher politicians, beurocrates and many high level government officials.

Why RBI again do not take action on these people, why goverment is silent, why CBI is silent and why there is no case again these people who are the owener of this money.

Why government of India always ruin the happy life of common middle class man.

3. What is the job prospects in India and what is the ratio of people getting good jobs in India.

As per the world bank survey- our job ratio in India is only 1 out of 10. It means if every year 1 crore students pass their college and complete their education, only 1 lakh will get the jobs that too in private sectors, if they want to get jobs in government sector they will have to pay a huge some as bribe to the officials or they must have very high approach.

and rest of the people like us works out something and do work online or in companies which work online for clients based out of India and get paid online. Have you ever though that what impact your guidelines will have on their life.

4. RBI claims that this is done to ensure that there is no money laundring in India and also to stop criminal activities.

Here I would like to mention few points—

Before giving any such claims, I would like to request you to kindly learn and understand how paypal works. Paypal charge the credit cards of the sender and money is withdrawn in the receiver bank account. Now in both the cases a terrorist can not be a credit card holder or a bank account holder as most of the banks verify the details before offering the credit cards and also at the time of opening the bank account. If he still owns the bank account or a credit card then its the lack of verificaion of the bank or a credit card issuing company and not paypal.

More over its the duty of the police, CBI to ensure that there are no terrorist activities in India and thats why we are paying 40% of our taxes which goes as salary of police and other law enforcement agencies.

Just because our police and law enforcement agencies are not able to work properly, RBI can not cut the throat of 35% Indians.

Paypal Also stated that with the money users can not buy any services or products online. In the world of digitizatio where most of the people want to have their business online how can RBI block such services.

How can you stop people from buying the services online- have you ever thought how Indians will buy domains, hosting, online products. There is no shop in India which sells hosting and domains per KG.

Do you think people will buy guns and bombs online and will start terrorist activities?? Are you aware of any shop that sells  guns, bombs, weapons online??

There are 10 times more paypal users in america, uk, germany, austria, france and many other american and european nations as compared to India- does it mean those countries  have more number of terrorist in their boundries, there is more money laundring. I would like to tell you that these nations are much much more peacefull than India.

Here I would also like to specially remind you about the september 11 attack on america- after that attack there were no further attacks on USA, even a single cracker never burst in america after that, their security system became very tight and they learnt from their mistakes.

Paypal is an american company- if their goverment also starts thinking like RBI thinks or works, I guess they will have to block paypal and would have to throw paypal company out of their country. ISnt it??

You people are intelligent, well educated, litterate- please do not act as uneducated, illeterate labour class people. You must think logically and have a entrepreneurship vision in order to calculate aftermaths of your stupid decisions. You people run India, Your one decision can change the way India work, have you ever tried to calculate after math of your decision on the common Indian man.

5. I would like to ask RBI and Indian government officials that how many entreprenuership grants RBI and our Indian government has given to startups and entreprenuers in the past 5 years. What was their ratio and percentage.

In my opinion it was only 2-3%, what about rest 98% Indian citizens, do you think rest should not work, if we are working ourself anyhow and earning our bread and butter and standing on our feet- why RBI is trying to cut our roots and make us fed up of this country, its government and settle in some other nations to start our business.

6. what is the percentage or ratio of people in India that owns credit card- Only 4-5 percent.

In other nations more than 65% people owns credit card and can make their purchase online but in India we are only left with the option to use paypal like services if we want to buy something online. Why do RBI want to stop the business?

I remind of an instance that in 1984 there was a leakage of MIC gas in bhopal- People were asked to find the point of leakage  to stop the leakage and were not asked to stop breating to prevent poision entering into the body.

And our government is asking us to stop breathing instead of checking the source of terrorist activities. Mere blocking of service will not ensure 100% peacefull countries, terrorist will still transfer funds by many ways, but what will happen to common man. Have you ever though about this?

Finally I would only like to request you that instead of blocking the services under the fear of money laundring and terrorist activities RBI must ensure that the law enforcement agencies of our country are well versed and active, they must work fast and should be more alert.

I am a part of many entreprenuers group which discuss and share their experiences and problems of doing business in India and this problems is not just my problem, this problem is the problem of every individual who have online business setups out of India.

Please think globally and logically and act locally.

regards

Nitin Naresh

Fallen for Deals Mania


Groupon has changed the way we shop on the net and it has created a platform which benefits the vendor & the buyer… For thouse who have no idea about the concept here is how it works;

Groupon.com is a site where in a vendor can display his product or service for a massive discount on a commitment of getting specific number of purchase.

Example if I’m a Vendor selling Jeans… I post a discount of X percentage (most cases it is more than 80%… I commit for that percentage of discount if 100 people commit to buy the product… Deal succeeds if number of people reach 100 else it gets cancelled…

Also there are some vendors who give massive discounts even if there is no minimum guarantee of purchase…

Since I run a Web Development company I got lots of request to develop a site similar to Groupon… I’ve been waiting for a long time to get something similar in India… Also I was following couple of sites based on Groupon concept… For last two months this wave has caught up in India… Following are the sites which I’m aware of;

  • SnapDeal.Com
  • DealIvore.Com
  • Sosasta.Com

Latest sensation among those 3 sites is Sosasta.Com which is acquired by Groupon.com for $10 million… But SnapDeal.Com must be the market leader because he updates atleast 2 new deals per day for almost all major cities… This month I’ve purchased 4 deals & I’m happy about the the deal I got from Big Brands…

  • Got a deal for Rs.299 for a Ayurvedic Massage from Apollo Ayurvedic Centre which was worth Rs.1650 from SnapDeal.Com…
  • Got a deal for Rs.149 for Salsa Classes for a month worth Rs.750 from SnapDeal.Com…
  • Got a deal for Rs.289 for 8 Classes to learn Hindi worth Rs.750 from SnapDeal.Com…
  • Got a deal for Rs.66 for Teeth Scaling & General Dental Checkup worth Rs.650 at Vasan Dental Care from DealIvore.Com…

I’m very much thrilled for getting such massive discounts and I’m expecting more such offers in days to come…

How Smirnoff Vodka Became The Best Selling Vodka


In the late 30’s the Smirnoff Vodka makers was looking to increase sales. In general they were ‘ok’, they were surviving but not really thriving. The company decided to hire an outside consultant for creating new marketing message. This consultant studied the Smirnoff Vodka in and out. He tried to understand every aspect of the vodka and what makes it unique. By doing this – he would be able to launch an effective marketing campaign for Smirnoff Vodka focused on Smirnoff’s unique selling points.

In his research he discovered one thing that was very unique: When you drink the vodka – you don’t have the smell of vodka in your mouth afterwards.

Based on this discovery, Smirnoff launched a campaign promoting this message and the company became one of the top selling Vodka companies in the world.

Message : Its all about finding that one little thing in your business thats a little bit better then your competitors.