Business Link

Archive for August, 2011

Excellent team members are not the only ones who are sought after in every industry. In fact, great leaders are also in high demand and one proof of this is Mr. Charles Phillips Infor has. This man proved those not only are the small and good players are taken in by companies but the big ones who boast of great leadership skills as well. He shows that people like him are also fought-for and won-over despite the stable background they already have with them.

This is all because Mr. Charles Phillips Infor has had recently joined his new company despite being one of the highest officials in his former company. He moved at Infor during the latter half of 2010 after receiving much acclamation and judgments. He came from Oracle, where he worked for 7 years and had served as one of its presidents during most of his stays.

People like him are often deemed unmovable and unapproachable, but Mr. Charles Phillips Infor has had shown that not all huge corporate players are the same. Because of this, it may be said that people like him truly deserve great amounts of respects. After all, these are people who are exposed under watchful eyes of critics and supporters, and such move takes a lot of courage for them.

The decision of Mr. Phillips to leave Oracle was a huge one, and it had created a lot of reactions from the industry. People at Infor took the announcement of Jim Schaper, the man Phillips succeeded, as a rebellion. Other than that, the rest of the industry relived the time when Philips had left Morgan Stanley for Oracle. To some people, Infor had re-employed Phillips again, but this time from the clutches of Oracle.

A man-like Mr. Charles Phillips Infor has is undeniably the type who’ll be sought after by enterprises in the industry. After all, he has an excellent track record that any company would definitely want to utilize. The extent of the effort exuded by Infor would never be known, but it is undeniable that Phillips moved based on his own decision. Everyone just needs to face that even leaders seek new paths to explore, to grow on, and to conquer.

The essentials which go to make up a good business letter may be divided into two classes – mechanical make-up, and contents. Before a letter can come into existence the mechanical side must be attended to. The subject matter may be pertinent and well composed and yet the letter itself be so arranged typo-graphically and so disposed on the page that the unity of the whole is lost.

The display as a whole should balance. Before the stenographer starts the address, calculation should be made as to how many lines the letter will run and as to how it should be disposed on the page. The body of the letter should neither be crowded near the top nor bottom of the sheet, but should be so placed that, viewed in connection with the letter head, it presents a well balanced and artistic effect.

This effect is often underrated, being in fact passed by without a thought by the average stenographer, and the ordinary business man is so busy seeing that his dictation is correctly transcribed that he gives little thought to this essential. Harmony of color effect should be observed. A yellow paper bearing the firm announcement in blue, the letter in green and signed with purple ink is not to be recommended.

Letters blurred in copying and wet from the press or otherwise violating the rule of neatness cannot help but produce an unfavorable impression. Orthography and capitalization, particularly of proper names, should be exact and uniform.

A misspelled word in the body of a letter, particularly if a mere transposition of letters in typewriting, may occasionally slip in and do no particular damage, but the misspelling of the name of the party addressed may lose an order, and cannot help but militate against the general effect of the letter. Neatness uncompromising neatness – that should be the first effect of a letter, giving the idea that the firm putting out the writing is thorough master of the minor (as well as the major) details of its business.

Contents

In letter-writing, contents may be divided into subject matter and expression. The subject matter is, broadly speaking, what the writer says. This should coincide with two other things:

(1) what the writer wants to say, and

(2) what the one addressed wants to know.

Something which is the a b c of life and a mere matter of routine to the writer in a certain line may be abstruse and complicated to a non-technical reader. To avoid an offensive simplicity of language on the one hand and excessive technicality on the other is one of the tests of a good business correspondent. There is a tendency to slight simple questions asked by different inquirers day after day, which must be avoided by putting oneself in the place of the one asking the question, and giving the knowledge for which he is looking.

One of the most, if not the most, important essentials of a good business letter lies in correct expression. The one thing which causes more failures in business correspondence than any other, is the incorporation of personal peculiarities in a letter. There may be called to mind, in fact, more than one established business backed by ample capital, having a broad field and financed by capable and conservative business men, that is at the mercy of a poor correspondent. This is ably expressed by Forrest Crissy, who says:

“So apparent must be the importance of this branch (tact and tone in business letters) of business systematization, that scarcely a word of argument is needed to enforce its necessity. Very recently a large whole-sale merchant said to me:

‘I have recently been obliged to discharge the head of my credit department – my confidential man. He is honest, conservative and shrewd, but recently I have been awakened to the fact that his incapacity to write a letter which does not leave a sting, a chill, or at least a sense of lofty indifference, is hurting my business more than would some downright reckless blunders. When he writes a letter granting a good customer a larger line of credit he gives it a twist that somehow makes that customer wish he hadn’t asked for credit and thus placed himself under added obligations. And if he refuses to meet the request for such a favor the refusal is so put that it seems a studied effort to conceal a strong unwillingness to give any credit at all.

Yet this man has always considered him-self an adept in letter-writing – and for a time he completely hypnotized me into that view. But at last the steady withdrawal of patronage and the occasional out-spoken retorts which his letters provoked forced upon me a recognition of the real condition of affairs. Then I went out after a man who could write a business letter that had just the right ring to it; that was neither so sloppy that it sounded hypocritical or so stiff and stilted that there was no tone of good hearty business friendliness in it.

I have found him. He comes high, but the difference in results is remarkable. Of course, there are other things required than this form of literary ability – that’s what you’d call it. He must have business experience, business judgment and all the other cardinal business virtues; but the addition of this peculiar capacity to write business letters that hit the mark is a rare gift and makes him a star man.’ “

Simplicity and clearness as an element of expression cannot be rated too highly. The saying of a thing in the plain language of the common people, not only adds to the style and dignity of a letter, but has the most vital element of being understandable. As Chas. R. Weirs says, “Eloquence, either real or imaginary, has no place in a business letter.”

Whatever else may be neglected in writing, courtesy should not be slighted. A man may be told nearly anything face to face – it is qualified by the bearing, tone of voice, manner and earnestness of the speaker. A sentence may be given an entirely different meaning by a tone or gesture – it may even be diplomatically changed after partly spoken, to make it conform to the unconscious demand of the listener, and most of all spoken speech is transient. What is written, on the other hand, is put down in black and white to stay. The record is permanent. It can be offered in evidence, can be dug up years afterwards from a musty file, and discourteously written can queer, not only an immediate sale, but the sales of a decade.

Length

Letters often tend to verbosity from the fact that they are dictated instead of written. Were a man to write his letters himself with pen and ink he would study brevity and conciseness of expression, but having letters written for him, he will dictate more than he would write. Brevity is not always desirable. Some people – particularly those receiving few letters – like to receive lengthy correspondence. Getting few letters, they wish those long and newsy.

A letter is an event to some patrons and cannot be too long for a careful perusal. In this class of letters the party ad-dressed may be often appealed to in conversational style; as, “Judge of the goods yourself, Mr. Brown,” “We ask you, Mr. Smith, if we have not treated you fairly?” etc. At the other extreme is the business man, particularly the city business man. To him, brevity to the point of curtness is always welcome. As someone has alliteratively said, the formula for a business letter to a busy man is: Sir: Say it. Stop!

Judging the Other Man’s Letter.

One of the pre-requisites of a good correspondent is the ability, inherent or acquired to judge the general character and status of the writer by means of his letters. Until the last few years the letter-head of a firm was a considerable guide to the standing of the company putting It out, but good printing is now much more common and many one-horse concerns put out conservative, well-gotten-up stationery.

Ability to recognize the efforts of an amateur or schoolboy inquiring for a catalog with no intention of buying and to treat the writer accordingly, call for almost occult powers. The president of one of the large machinery companies putting out a cement mixer selling at $850.00, relates that one of the company travelers visited Detroit in response to an apparently good lead and found a twelve-year-old boy wanted a dozen cement mixers “to go into the mail-order business with.”

Some companies putting out expensive catalogs write a letter asking a doubtful inquirer to fill out an information blank before sending a catalog. The correct interpretation of the personality of a writer means the saving of dollars of expenditure as well as the ability to write him correctly. In a fire insurance concern employing hundreds of agents it would be easy for a manager to inform himself through his special agents as to each agent’s nationality, education, experience in the business, etc., and vary his correspondence accordingly, while a mail order house might have no means of judging a man but by his bare letter.

Form Letters

A form letter is one of a series of letters, to be sent on similar occasions. Such letters are usually in imitation typewriting with blanks left for the name of the party addressed, and when carefully executed are a close imitation of a typewritten letter. Form letters vary from those not to be distinguished from actual typewriting, to the stock letters of collection agencies, in which no attempt is made to imitate the machine. Some writers use a number of short forms or inserts which they use in dictating to avoid a repetition of dictation.

Letters of Recommendation

The promiscuous writing of letters of recommendation has done much to cheapen the effect of recommends. Many firms refuse such letters entirely. Perhaps the best plan is to have an employee, when leaving, use his former employer’s name as a reference.

The world of business is getting increasingly competitive. Companies are doing all that it takes to improve efficiency and generate better returns on investment. Many of them have realized the advantage of using call centers as a means of providing reliable customer service. After all, good customer service can play a big role in building customer loyalty.

Big multinationals have the requisite resources and money to have their in-house customer care call centre. However, for small and medium-sized enterprises, outsourcing their services to an Australian call centre is probably the most feasible option. Financially, it is much cheaper option than setting up your own call centre, and if you find a reliable service provider, customer service becomes an easy area to take care of.

It is always advisable to choose offshore call centres, especially in countries such as Australia, India, China, or Philippines. These regions not only offer cost-effective options, but are also known for the effectiveness of their call centre services. Whatever you choose, it is vital that you monitor call centre operations to ensure that customers are getting quality service. If you train your staff properly, there is no reason why an offshore call centre services provider cannot be successful for you.

Offshore call centres allow companies to focus on their core business by saving them time that is spent on handling customers and sorting out their problems. Moreover, calls centres can also be used for brand building as well as generating positive word of mouth for your business. It is therefore imperative that you choose the right Australian call centre for your business. When looking for a service provider, do ensure that:

•The call centre has the necessary infrastructure for the job •Your contact centre has a proven track record, verified by ex-clients •Their network is secure and can protect your sensitive data By providing top quality customer service, your call centre can help in boosting revenues and retaining your customers. Omni Support is a prominent Australian call centre that offers complete outsourced call centre services. The company helps its clients by handling and resolving their customers’ queries in a cost-effective and efficient manner.