April | 2015 | The Reluctant Strategist

Why We Need Inefficient Systems

Posted on April 20, 2015 by ayoibaru

It was about 11pm and another 16 hour day had come to an end. As usual we were exhausted, completely at our wits end and not sure if our efforts would pay off in any improvements. This had been the trend and the next day’s work would start at 4.30am the following morning. No shifts, same people and despite inefficient infrastructure, poor work flow design stretched by rising trade volumes, we managed to run one of the largest business operations shops in the country -and had respected awards to prove it.

To ice the cake, we were understaffed, pressed for time and always distracted by unending power plays, inevitably leading to client complaint after the other. For some of us, this was an unwelcome time to build capacity for handling uncertainty. For others, it was another misguided opportunity to have one more ‘interesting’ conversation about the competence of the boss.

Looking back, it’s almost impossible to see how else a consistent capacity for handling real business uncertainties (the type that sinks businesses) is developed. While I do not advocate poorly designed systems that just make life unbearably difficult for the customer; consider a 60 day sabbatical where promising talent are seconded to the most difficult divisions in the company and assessed for emotional stability, clarity of thought and accuracy in decision making under pressure. That way, a keen sense of business necessary for survival is developed.

Thing is, we can either wait for the inevitable business disasters to occur, or take the fight to the gates.

I suggest the latter.

Why Mistakes Make Sense

Posted on April 20, 2015 by ayoibaru

There is the drive to plan for every contingency.

Investors like such plans and so do company boards- after all, the sustainability of the business is at stake. Thing is, great ideas seem to come out of mistakes, unexpected places and plans gone ‘wrong’.

Maybe it’s time to take a chance on some new line of business, try out a new recipe, hire the misaligned applicant (with the necessary checks, of course).

But you get the point.

In today’s business world, every target must be hit. But what if they could be exceeded with consistency?

Do it Differently this Time

Posted on April 20, 2015 by ayoibaru

Businesses tend to start out with an idea which after much rework translates to a loyal customer base.

Over time and care, this base expands bringing increasing levels of success-unprecedented in some cases.

Herein lies the challenge of taking the environment for granted-suppliers, distributors and even employees- not treating them badly as such, but not treating them any better either.

As this behaviour is passed unconsciously from management to the customer, brand credibility gradually goes out the window, sales start to fall along with profits and the things necessary to keep a business in good shape.

We’ve heard this story too many times before. Resist the temptation to go with what’s convenient. Make the tough calls.

Do it differently this time.

What Works, What Doesn’t and Why

Posted on April 20, 2015 by ayoibaru

First, what will work as a solution to the current situation is not likely to be what worked before.

This is because things change – business environments, customer moods, Government regulations and the like.

Recall that it is not the strongest that survive, but those most adaptable to change.

Flexibility and staying open minded remain sound growth strategies because history shows that what worked before will not, in the near future.

Trying out the new ideas (yes, at the risk of losing part of current success), testing new theories (irrespective of where they may be found) and exploring fresh customer engagement models are basic for creating products and services that will connect with the customer.

Given the option, choose to be open.

Getting Better

Posted on April 20, 2015 by ayoibaru

This beats standing still. The rate of change on the outside is much faster than in the decades gone by.

Strategies change, environments adjust and industry standards get upgrades. You really don’t want to get caught flat footed.

Choose to get better before you have to. Sign up for that self improvement course, call up the dissatisfied client, test your ideas early, smile and you just might hit on the next big thing.

Pure joy when you’re ahead of the curve. Pure joy.

Go to Where the Light Is

Posted on April 20, 2015 by ayoibaru

Jeffrey Fox advises that when given the option, one should take a higher salary over a lower one, point being that more pressure (among other things) is associated with higher pay packages.

It appears the level of pressure we are able to sustain is connected to our value in the market place.

Pressure causes growth, whether it be from the regulatory environment, competition or from the start up down the street. Allow me to suggest that we create pressure for ourselves, rather than allow the market create it for us.

Why don’t you create a better process, a more useful product, a better decision making system or simply get a better venue for the company get together?

Are We in Competition?

Posted on April 20, 2015 by ayoibaru

The story is told of a military general who in the face of defeat sacrificed his son so that the gods would grant him victory. After this painful act, the enemy forces retreated and were never heard from anymore.

While I am no way supportive of sacrifices of this kind, I would readily approve going the extra mile for the customer.

Review the product, improve customer service, overhaul redundant machine or simply listen to the customer. Don’t wait until the ‘enemies’ are at the gates.

By the way, you should do this before the competition does.

Relationally Yours

Posted on April 20, 2015 by ayoibaru

By now it is common knowledge that businesses exist only after relationships have been formed.

Everyone should have more contacts as the days go by, adding value, meeting needs, free or paid. Go out on a limb and start conversations. Initiate contact. Take the risk and you will find that building relationships are not as hard as you think.

But you knew that already, didn’t you?

Loud and Far

Posted on April 20, 2015 by ayoibaru

Many businesses, many products, plenty advertising and so little time for the customer to decide in your favour. These are the foundations of a key problem.

Standing out.

The only real way to add value. Your message has to be louder, not from a point of sound, but from a depth of connection to the customer. The closer you are to adding value as defined by the customer, the better.

But you knew that already, didn’t you?