Last Friday I had an extremely interactive discussion with a medium sized company’s owner about his Branding & Marketing processes. Whilst, he had done some innovative things, the basics were still lacking. Having convinced him of them, decided to pen down those thoughts.

Product and promotion

Offline:
• Branding
• Image through communication
• Image through medium used

Online:
• Branding and colors on the site
• Branding and colors on the newsletters
• Branding and colors used for any new application or module

Place and physical evidence

• Sign board at the entrance of Office, Stores
• Entrance to be maintained consistently
• Reception, needs to be clean & maintained so there are posters, reading material of relevant products –
necessary to get the visitor to feel that he/ she has come to a great place!
• Security to greet customers well
• Receptionist to greet customers well and cater to the basic courtesies – ask for tea/coffee/water; ask what
they have come for; keep the area for brochures and newspapers in order.
• To keep the reception area well stocked with brochures and any reading material so that the customer’s wait is
pleasurable and worthwhile.

People in service

• The concerned person should not keep the customer waiting for long
• Each and every employee to make the process easy for the customer
• Every employee to adhere to dress code so a uniform and desirable image is formed
• People to adhere to the selling process steps strictly while attending a customer.

Process in service

• Whether it’s online or offline, every department to make the process easy and pleasurable for the customer

I am sure this is not a complete & comprehensive list. But it is the bare minimum. It is extremely easy to get a lot of ideas, however to execute ONE of them takes a lot of effort & time. All products, companies that are BRANDS today are because of CONSISTENCY.

It is an addiction, study shows a third of office workers were stressed by the volume of message & that’s only email.

Trust me, Being ‘always on’ does affect productivity & create stress.

With your notebook, multiple phones, that constantly beep, it is very difficult to switch off. And when you switch off the office work, there is Face Book, Twitter that needs your attention or else you are not with the times.

It is funny to see 3-4 friends sitting over coffee or drinks & 2 of them are texting, whilst the others are speaking on the phone; then why meet? You could might as well do that on the phone.

I am constantly asked “How do you manage official work, email, Linkedin, Facebook, Twitter, Partying & even writing a Blog”.

And I say “EVERYTHING IS FINE IN MODERATION”

Some of the rules that I follow to disengage & recharge myself, at the same time have me time:

1) I check & respond to your emails just 3-4 times a day, this includes laptop & smartphone.
2) As for FB; Linkedin, Twitter I just go cold turkey.
3) I leave my phone behind when I go on the gym floor.
4) I use Tech to the maximum - program email, blog, phone to garner maximum productivity.

Because, I believe - Be the one to control devices & not the other way around.

Last month I of all the people along with @chhavi was asked by Techtree to discuss the popular social media trends they expect to see in 2010. You can watch it here

And then in the same week, CNN IBN featured me amongst a lot others in Virtually yours. You can watch it here.

Do let me have your comments:)

All of us who have worked for quite a while, always have to give the Pink Slip many a times, reasons too vary. It is never an easy task to do this but it has to be done. Over the years I have had to do it personally a lot of times & believe me it is never easy.

However, over time I have realised that doing so with “Grace” is the best way & have also personally drawn up what I refer to as Appropriate etiquette for communicating bad news/handing out pink slips.

Bad news in face to face meetings only with Human Touch - I never ever believe in giving bad news by telephone, email or via. As the Boss Man to your direct reportees, it is their right to hear it from you straight & without embellishments AND never use 3rd person…’Management has decided; Boss has decided etc’. It just demeans the whole communication and relationship.

Privacy This is another important criteria whilst imparting bad news. Yes even in these days & age of open offices also. If need be take him/her out for coffee or wait till the office is empty.

Spend time Nothing is cut & dried that you announce, get up & walk away. Spend some time, share good thoughts.

Extend Support Unless it is a ‘Termination’ for serious offense, always extend support in terms of reference, help to connect with people etc. It really does not cost anything much.

Keep in touch This is one thing I believe in strongly. There is no need to be apologetic about the whole thing & avoid facing or meeting them or even avoiding their calls. They are your good will ambassadors and there is every chance that a time may come when they would be able to assist.

What are your thoughts on this? Do share and add to these.

I am always asked, how do you manage to recruit people without paying them the Sun, Moon & earth - that too in Retail.

I do not have many points or gyan on this, except that I am Upfront:

I tell people you’re in a very competitive industry.
I am always honest with them.
I tell them that I am Not right everyday, neither do I expect them to be. As long as they are 6/10 times and keep me informed about the others, it works for me.
The reason this works, because in the retail business, you’ve got to be right every single day. There is extremely high day to day intensity associated with retail.

The last couple of weeks have been really tough in terms of bringing Projects up to speed. There has been a constant back and forth where my expectations and deliveries were a complete mismatch. A couple of colleagues kept asking, ” How do you make Project work” especially when I kept pushing the 90 day turn around. And this is what I shared with them.

Build your team (existing or new)

List all the people who are part of the project team
Factor all the skills that are required
Talk to each member about his/her skill set
Match people to the skills & tasks required

Once this is ready, it is important to list down:

Steps to schedule Management

1) Know which deadlines are sacrosanct (hard and fast) and which have some flexibility
2) No task should last longer than 4-6 weeks
3) Don’t schedule more detail than you can yourself oversee
4) Develop schedules according to what is logistically possible
5) Record all time segments in the same increments such as in days or weeks
6) Have some flexibility in project schedule for handling problems that might occur later

Believe me this works wonders for execution. If you feel something more can be added, please comment & I will update the post.

These questions are not nuclear science or invented by me, but learnt along the way of my professional journey, read in a variety of books, articles of Management gurus, still relevant in today’s world.

1) What is the new opportunity that we as an organization are not seeing?

2) How might we learn from others - competition & non competition?

3) Can new trends in how people work/communicate open up ways to improve our organization?

4) What is my ‘Best’ today & how do I enable my team to do their ‘Best’ today?

5) If we were starting from scratch, how would we design it?

6) When a meeting is flat & perfunctory - What’s on people’s mind that is unsaid? What’s wrong? What’s going on?

7) What’s the craziest idea that just might work?

What are the most damaging barriers facing us & how do we obliterate them?

9) What do I need to ensure my team understands my driving philosophy & passion?

10) What’s possible today that was not possible last year/month?

11) Is my team focused on doing what matters the most?

I would love comments & additions to the list to make it more comprehensive & encompassing.

Lately on twitter I have experienced spam follows - who use a variety of apps to follow/unfollow to improve numbers, grade & supposedly climb the social media ladder!

To add this sabzi mandi (confusion) there are those mavens, gurus, experts who discuss Social Media Gyan with links, analysis, articles which are repeatedly RT (re tweeted), most of the times without being read, understood in the Indian context.

Any decision on twitter is fraught with SWOT issues, which one would not really need to think whilst taking a JV (joint venture) or business decision.

I intend making some changes in my following list basically at my convenience. It is nothing personal & hidden. I have learnt it the hard way in the past couple of months that People do not like being unfollowed; there is some unsaid rule on Twitter that says following must work both ways etc.

I believe that Life is serious! Reading about it in news, watching it on TV, hearing it being discussed in office is already an information overload for me. I just need less people just talking about serious, political, news, cricket on twitter.

Some other basics of my personal policy/philosophy:

I may follow you if you talk to me, have interesting updates, participate in conversation, are helpful.

I will not/discontinue follow if, you are tweeting only RSS feed of your blog or just RT & links of foreign gurus who have no clue of Indian Social Media. I shall not follow anyone who does not have DP or has a blank bio. Neither shall I follow those stupid trending #hashtags.

I am not looking for everyone to agree with me, to endorse my ideology, work, thoughts but intelligent dissent is always welcome.

Over the past couple of months, on twitter, I have made good friends, faced hostility, received invitations to play, party etc. which I have least interest in.

One of the most important things, being urged to follow someone, interact on some political, sports, technology feeder that I have no or little interest in.

Having said that, there are still those persistent people who believe that they need to be connected to me on Twitter, Facebook, Linkein besides email!

To put things in the right perspective -

Linkedin - My professional profile that says everything I want the world to know.

Facebook - My personal, family, friend connect where I know everyone & may have lost touch but now reconnected.

Twitter - Great exchange of thoughts, helpline, just being you.

Blog - Sharing of thoughts, gyan, communicating at length.

All of this means etiquette is different everywhere & it is a learning process all over again, one of the main reason for confusion amongst the Grey haired! Internet has thrived on the principle of free information with little censorship, certain ‘Netiquette’ rules that I think relevant:

Profile - If you are following me/want to follow me on Twitter, why do you ask me Questions? And this too from the young <30’s who are technologically savvy.

Invitation - If you do not know me, have not interacted with me, do not send useless invites for Farming, Mafia etc. It is an e-handshake & needs to create a good impression so invest time on it. A standard invite always gets ignored & someone who just wants to grow their network to impress others.

Network - Establish who you want and why you want them, so it becomes easier to network. A lot of us accept invites from people who are real friends or people they have worked/communicated with in the past.

Quality vs Quantity - One of the most irritating aspects of internet networking. Professional networking should never be a race to see how many you can notch up, but connecting with few, concentrating on converting these into relationships.

Unknown People - You need to make sure that you have a good reason to accept requests from complete strangers, as you are always known by the company you keep.

Communication - Do we ask a favor immediately on being introduced to strangers at a seminar/event. No then why should internet be any different.

Keeping business & personal lives separate - Already covered in detail above & sooner people realise, better it is.

This is something I had read some years ago, in the book ‘Execution’ by Larry Bossidy & Ram Charan (confirmed by Soeb yesterday) followed it ever since, quite successfully.

1) Know your people & your business
2) Insist on Realism
3) Set clear Goals & Priorities
4) Follow Through
5) Reward the Doers
6) Expand People’s capabilities
7) Know Yourself