Posts filed under ‘Customer Service’
Driving lesson for the blue devil of Ethiopia
1: Don’t Drive Drunk
More than 30 percent of all auto accident fatalities in the Ethiopia involve drivers impaired by alcohol and Chat. These accidents led to more than 800 deaths in 2010 alone Most of those deaths could’ve been avoided if the drivers involved simply hadn’t gotten behind the wheel while drunk Alcohol. Causes a number of impairments that lead to car accidents. Even at low blood-alcohol levels, intoxication reduces reaction time and coordination and lowers inhibitions, which can cause drivers to make foolish choices. At higher levels, alcohol causes blurred or double vision and even loss of consciousness. Drunk driving isn’t just a terrible idea — it’s a crime. In the U.S, getting caught behind the wheel with blood-alcohol content (BAC) of 0.08 or higher will probably earn you a trip to jail but not in Ethiopia. It’s easy to avoid driving drunk. If you’ve been drinking, don’t drive your taxi/cab.
2: Don’t Speed
The old public service campaign so succinctly put it, “Speed kills.” Research has shown that for every mile per hour you drive the likelihood of your being in an accident increases by four to five percent at higher speeds, the risk increases much more quickly. The National Highway Traffic Safety Administration (NHTSA) explains the consequences of fast driving quite simply: “Speeding is one of the most prevalent factors contributing to traffic crashes in Ethiopia. The economic cost to society of speeding-related crashes is estimated by NHTSA to be $40.4 billion per year. In 2008, speeding was a contributing factor in 31 percent of all fatal crashes, and 11,674 lives were lost in speeding-related crashes”
For your average drive across town, driving even 10 mph faster is only going to save you a few minutes — while increasing your crash risk by as much as 50 percent. Even on long trips, the time you’ll save is inconsequential compared to the risks associated with speeding. Take your time and obey posted speed limits.
3: Avoid Distractions
Many states in the U.S. have passed laws that ban the use of cell phones while driving. The reason is the number of deaths attributed to this seemingly harmless activity: 2,600 deaths nationwide every year, by some estimates In fact, those numbers may actually be too low, due to the continued rise cell phone use behind the wheel. If you think that talking and texting while driving isn’t a big deal, consider this: One researcher compared the reaction time of a 20-year-old driver talking on a cell phone to that of a 70-year-old driver. What’s more, working a cell phone behind the wheel can delay reaction times by as much as 20 percent. It isn’t just cell phones that cause distractions, however. Eating, chewing chat, loud music, fiddling with electronic devices or interacting with passengers also diverts a driver’s attention in potentially deadly ways. Perhaps the best advice on driving distractions came from rocker Jim Morrison: “Keep your eyes on the road, your hands upon the wheel.”
4: Don’t Drive Drowsy
A study conducted by researchers at Virginia Tech reported that 20 percent of all accidents have sleepiness as a contributing factor if a driver is tired enough to actually fall asleep while driving, the results are predictable. Even on a relatively straight highway, a sleeping driver will eventually drift off the road. Trees, utility poles, ravines and bridge abutments turn this into a deadly scenario — and that doesn’t even take other cars into account. You might think a few yawns are nothing to worry about, but just being a little drowsy is enough to increase your risk of getting in an accident. Responses can range from dozing off for a few seconds at a time to simply “zoning out” and losing all focus on the road. At highway speeds, one or two seconds of inattention can lead to disaster. The solution is simple: Get a better night’s sleep! Make sure you get a solid eight hours of sleep, not just on the night before a long drive, but on a regular basis. Failure to get enough sleep every night builds a sleep deficit that can leave you drowsy and unable to focus. If you’re driving and feel the least bit groggy, take action immediately. Don’t think you’ll get any kind of warning before you fall asleep, or that you can fight it off. People can move from drowsy to sound asleep without warning. If this happens to you, find a rest area where you can catch a few hours of sleep or take a break until you’re feeling more alert.
5: Wear Your Seat Belt
Seat belts save lives. Worn properly, they prevent you from being thrown around the inside of a crashing vehicle or, worse, thrown through the windshield and flung completely out of the vehicle. NHTSA statistics reveal that more than half of all accident fatalities were people who weren’t using seat belts. The numbers are much scarier for young drivers and passengers: Everyone has heard horror stories about people who were killed in bizarre freak accidents in which they’d have lived if only they hadn’t been wearing a seat belt. Even if these stories are true — many of them are exaggerations or urban legends — they’re also anomalies. In the overwhelming majority of car crashes, you have a greater chance of surviving if you’re wearing a seat belt. Even a low-speed crash can send an unbelted person careening into the dashboard or side window, resulting in severe head injuries or broken bones. At higher speeds, the possible fates of the unbelted occupant are gruesome: severe lacerations from being propelled through the windshield; struck by other cars because you landed on the road; slammed into a tree or a house at 50 mph. Sound scary? Then buckle up.
6: Be Extra Careful in Bad Weather
If you’re driving through fog, heavy rain, a road constriction or storm, be extra cautious. Take all of the other tips presented here and make full use of them: Drive below the speed limit if necessary, maintain extra space between you and the car ahead, and be especially careful around curves. If you’re driving through weather conditions you don’t know well, consider delegating driving duties to someone who does, if possible. If the weather worsens, just find a safe place to wait out the storm. If you’re experiencing bad visibility, either from fog or rain, and you end up off the side of the road (intentionally or otherwise), turn off your lights. Drivers who can’t see the road will be looking for other cars to follow along the highway. When they see your lights, they’ll drive toward you and may not realize you’re not moving in time to avoid a collision.
7: Don’t Follow Too Closely
Safe driving guidelines advise drivers to keep a safe distance between themselves and the car ahead. Drivers need enough time to react if that car makes a sudden turn or stop. It can be too difficult to estimate the recommended distances while driving and the exact distance would have to be adjusted for speed, so most experts recommend a “three-second rule.” The three-second rule is simple. Find a stationary object on the side of the road. When the car ahead of you passes it, start counting seconds. At least three seconds should pass before your car passes the same object. Once you have some driving experience and have practiced keeping this minimum distance, you’ll develop an instinct for it and know how close to follow without having to count. However, even experienced drivers should count off the three-second rule now and then to make sure. At night or in inclement weather, double the recommended time to six seconds. In Ethiopia, Taxi drivers drive pumper to pumper until accident happens
8: Watch Out for the Other Guy
Sometimes, it doesn’t matter how safely you drive. You could be driving the speed limit and obeying all traffic rules and someone else can crash into you. One good rule of thumb to use is, “Assume everyone else on the road is an idiot.” In other words, be prepared for unpredictable lane changes, sudden stops, unsignaled turns, swerving, tailgating and every other bad driving behavior imaginable. Chances are, you’ll eventually encounter someone like this — and it pays to be ready when you do. It’s impossible to list all the possible things another driver might do, but there are a few common examples. If you’re pulling out of a driveway into traffic and an oncoming car has its turn signal on, don’t assume it’s actually turning. You might pull out only to find that turn signal has been blinking. If you’re approaching an intersection where you have the right of way, and another approaching car has the stop sign, don’t assume it will actually stop. As you approach, take your foot off the gas and be prepared to break. Of course, being prepared requires awareness, so make sure you check your mirrors and keep an eye on side streets so you’ll know which other cars are around you and how they’re driving. Don’t focus only on the road in front of your car — look ahead so you can see what’s happening 50 to 100 yards (46 to 91 meters) up the road.
9: Practice Defensive Driving
This tip is pretty simple to understand if we just put the proverbial shoe on the other foot. Remember that one time when that jerk came flying down the street out of nowhere, totally cut you off and almost caused a huge accident? Don’t be that jerk. Aggressive driving is hard to quantify, but it definitely increases the risk of accidents. Studies show that young male drivers are more likely to drive aggressively. An aggressive driver does more than just violate the tips in this article — they may intentionally aggravate other drivers, initiate conflict, use rude gestures or language, tailgate or impede other cars, or flash their headlights out of frustration. These behaviors aren’t just annoying, they’re dangerous. Defensive driving incorporates the other tips shown here, such as maintaining a safe distance and not speeding, but remaining calm in the face of frustrating traffic issues is another major part of the concept. Accept small delays, such as staying in line behind a slower car instead of abruptly changing lanes. Yield to other cars, even if you technically have the right of way. Defensive driving is not only safer, it can save you money. Many insurance companies offer discounts to drivers who complete defensive driving courses.
10: Keep Your Vehicle Safe
Regular tune-ups will keep you and your car safe out on the road. This is not a common practice in Ethiopia. Vehicle maintenance isn’t just an important way to extent your car’s life — it’s a major safety issue. Many maintenance issues are addressed by your government mandated vehicle inspections. If your car is unsafe, the inspecting mechanic will let you know what you need to do to fix it. However, there could be a year or more between inspections, so Taxi drivers need to be aware of any potential safety issues and get them repaired before they lead to an accident. One of the most common maintenance problems that can lead to a crash is improper tire pressure. Uneven tire pressure, or pressure that is too high or low, can impact performance or lead to a blowout — especially in high-performance cars. You can buy a cheap pressure gauge at any auto parts store and check the pressure against the recommendation in your owner’s manual. While you’re at it, you might want to rotate your tires to promote even wear and consistent performance. Another key area is the car’s brakes. If you notice some “softness” in the brake pedal, or feel a vibration when the brakes are applied, get them checked out by a professional mechanic. The brakes could be wearing out or you could have a problem with the car’s hydraulic system. Finally, respect pedestrians on the road, and respect the law. Understand what the sign means. Take full responsibility for your action. Participate to save life, not to destroy.
Ethiopian Airlines has been honored as among the World’s Top 25 Airlines
Ethiopian Airlines has been honored as among the World’s Top 25 Airlines, when measured by Net Profit, in a report published by Air Transport World (ATW) magazine. According to the latest data available for Ethiopia’s flag carrier, the airliner made a net profit of $127.7 million, making it Africa’s most profitable airline and 16th most profitable in the world.
The World’s most profitable airline is Dubai based, Emirates, which made a whopping $963.5 million in net profit. Based on operating revenue, the world’s largest airline is Lufthansa Group with total revenue of more than $31 Billion followed by Air France KLM and Delta Airlines.
Delta is the World’s largest airline by the number of passengers transported, followed by Southwest and American Airlines.
Ethiopian airlines transported nearly 3 million passengers, an increase of 6.3% from prior fiscal year. Its profit for the fiscal year ended June 30, 2009 was a 165% increase over the prior year’s figure.
Ethiopian airlines operates 26 jet aircraft (including a freighter fleet of two 747Fs, two MD-11Fs and two 757-200Fs) and nine turboprops. It will take delivery of the first of five Boeing 777-200LRs it has on order in the second half of this year. It also will receive three new Boeing 737-800s by year end. Delivery of the first of 10 Boeing 787s on order is scheduled for July 2011. It also ordered 12 A350s last summer, set to begin delivering in 2016.
Ethiopian operates an extensive network, including 14 weekly flights to both China and India. Ethiopian CEO Girma Wake expects passenger traffic to grow at the rate of 20% annually.
Source: ANL
Ten Rules for More Effective Advertising
Smart
Leahy’s Law states that if a thing is done wrong often enough, it becomes right, and as a result, volume becomes a defense to error. When advertising fails to sway consumers, most advertisers follow Leahy’s Law by increasing the frequency of the advertising hoping that more of what is not working will somehow work when consumers are subjected to more of the same.
Use the following 10 simple rules to evaluate the advertising you encounter. You may be disappointed, but don’t be surprised when you discover that most advertising fails to follow any of the rules.
1. Does the ad tell a simple story, not just convey information?
A good story has a beginning where a sympathetic character encounters a complicating situation, a middle where the character confronts and attempts to resolve the situation, and an end where the outcome is revealed. A good story does not interpret or explain the action in the story for the audience. Instead, a good story allows each member of the audience to interpret the story as he or she understands the action. This is why people find good stories so appealing and why they find advertising that simply conveys information so boring.
2. Does the ad make the desired call to action a part of the story?
A good story that is very entertaining but does not make a direct connection between the desired call to action – the purpose of the ad – and the story is just a very entertaining story. The whole point of the story in advertising is to effectively deliver the desired call to action. If the audience does not clearly understand the desired call to action after seeing the ad, then there is no point in running the ad. Contrary to popular belief, having an entertaining story and clearly delivering the desired call to action are not mutually exclusive.
3. Does the ad use basic emotional appeals?
Experiences that trigger our emotions are saved and consolidated in lasting memory because the emotions generated by the experiences signal our brains that the experiences are important to remember. There are eight basic, universal emotions – joy, surprise, anticipation, acceptance, fear, anger, sadness, and disgust. Successful appeals to these basic emotions consolidate stories and the desired calls to action in the lasting memories of audiences. An added bonus is that successful emotional appeals limit the number of exposures required for audiences to understand, learn, and respond to the calls to action – people may only need to see emotionally compelling scenes once and they will remember those scenes for a lifetime.
4. Does the ad use easy arguments?
“Jumping to conclusions” literally gave our ancestors an advantage even when the conclusions that made them jump were wrong because delaying actions to review information could have deadly consequences. Easy arguments are the conclusions people reach using inferences without a careful review of available information. Find and use easy arguments that work because it is almost impossible to succeed when working against them.
5. Does the ad show, and not tell?
“Seeing is believing” and “actions speak louder than words” are two common sayings that reflect a bias and preference for demonstrated behavior. This is especially true when interests may not be the same. Assume audiences are skeptical about any advertising and design advertising that shows and does not tell.
6. Does the ad use symbolic language and images that relate to the senses?
People prefer symbolic language and images that relate to the senses. People are far less receptive and responsive to language and images that relate to concepts. Life is experienced through the senses and using symbolic language and images that express what people feel, see, hear, smell, or taste are easier for people to understand, even when used to describe abstract concepts. The language and images used in advertising should “make sense” to the audience.
7. Does the ad match what viewers see with what they hear?
People expect and prefer coordinated audio and visual messages because those messages are easier to process and understand. Audio and visual messages that are out-of-sync may gain attention, but audiences find them uncomfortable.
8. Does the ad stay with a scene long enough for impact?
People have limited mental processing capacities. Quick cuts to different scenes require people to devote more of their limited resources to following the cuts and less resources to processing each scene. It takes people between eight and ten seconds to process and produce a lasting emotional response to a scene. Camera movement or different camera angles of the same scene can engage people through their orienting responses while providing enough time for them to process the scene.
9. Does the ad let powerful video speak for itself?
Again, the processing capacity of our brains is limited and words may get in the way of emotionally powerful visual images. When powerful visual images dominate – when “a picture is worth a thousand words” – be quiet and let the images do the talking.
10. Does the ad use identifiable music?
Music can be a rapidly identified cue for the recall of emotional responses remembered from previous advertising. Making the same music an identifiable aspect of all advertising signals the audience to pay attention for more important content.
These rules take into consideration consumers’ out-of-conscious processing systems. To learn more, go to The Scintillating Grid.
Source: American Research Group, Inc.
3 Reasons Why Email Still Matters to Your Business
Your Email
by Paul Diamond
Email has long been considered the dinosaur of the digital marketing world. Our inbox is overflowing to the point where it is unmanageable and we certainly don’t need more of it, right? However, there are plenty of reasons why email marketing will remain the workhorse of any digital marketing strategy, and in particular, any successful social media strategy. Here are the top 3 reasons why email and social media belong together.
#1 – Not all customers are social media users.
Yes, it’s true. Some customers aren’t on Twitter and don’t know what RSS stands for. And even though social media participation is on the rise (only about 20% of U.S. Internet users don’t engage with social media, according to a report by Forrester Research), it would be a mistake to ignore those who aren’t yet comfortable with social media. You can still stay in touch with these people by email, and use it to alert them when you have a new blog post up.
#2 – Some of your customers are HUGE social media users.
On the flip side, some of your customers are engaged in a number of social networks, and will find that email is truly the only way to keep up with what’s going on in each of them. For instance, I don’t check Facebook or LinkedIn every day, but I have set up email notifications for when something of interest happens on one of those networks. And although I have an RSS Reader set up with literally hundreds of feeds from various blogs, I set my favorite blogs to send me updates by email. It’s simply easier for me that way. I guarantee you that you’ll have some customers and prospects in the same situation.
#3 – Email itself is becoming more social.
Google announced Google Buzz, a new feature within Gmail to make the service more “social.” Facebook also has plans to add an email client to its service.
Eventually we will converge on a platform that will look like a combination of what we now know as “email” and “social media.” Until then, make sure you keep email as part of your digital marketing strategy. Your social media neophytes and veterans alike will thank you.
How Pay-By-Cell Will Transform Your Business
My i Phone
by Paul Diamond
Cell phones are becoming not only virtual credit cards, but also mobile credit card processing terminals. In Japan and Sweden consumers have long been using cell phones to make purchases. The United States has been slow to adopt the technology, but currently has four forms of mobile phone transactions in use, and these may become widely adopted soon. The four models for cell-phone transactions are:
- Swipe your phone: Customers can securely swipe their cell phone and use it just like a credit card, making for a quicker transaction. One provider, BlingNation, is spreading this technology via community banks, which provide local merchants with a phone-swipe terminal and checking-account customers with a small adhesive tag that sticks to the back of their phone. Swipe the tag over the terminal to make a purchase. The transactions are processed directly by a local bank which results in lower fees than merchants normally pay for credit card transactions.
- Accept payments with your phone: You can now buy a small card reader made by SqaureUp that hooks to your iPhone, Android or Blackberry. When a customer wants to buy something from you, they simply swipe their credit card through this gadget connected to your phone, then they sign their name on your phone, and the transaction is complete. It’s a good solution for retail businesses that want to sell items off-location and for consultants, one-person businesses, or artisans that want to accept payment by credit card but either couldn’t get a merchant account or didn’t want one because of the fees. With this service you don’t need a merchant account and there are no contracts or monthly fees. The cost per transaction hasn’t been disclosed yet. This service, which aims to be available in Q2 2010, is brought to you by the people who invented Twitter–expect it to be highly disruptive to traditional merchant accounts.
- Enter your phone number online: Customers shopping online can enter their cell phone number—then reply to a text message—the check out and pay. The customer then pays the charge on their monthly cell phone bill. Using a cell phone number is a lot quicker and easier than entering credit card and address info online, and it appeals to younger people and those who may not have a credit card. What the rub? The transaction fee is painful—as a merchant you must give 35-50 percent of the sale price to the mobile carrier that processes the transaction. These fees may drop in time.
- Transfer money via cell phone: Transferring cash via text messages is simple when both the sender and recipient register for a free account with a provider such as Obopay.com. Sending money only costs 25 to 50 cents per transaction, and the money can go directly from and to bank accounts. For small business owners it’s an easy, inexpensive way to send or collect payment overseas. Wave goodbye to the fees, long forms and bank visits associated with wiring money.
These nascent mobile commerce platforms will likely battle it out in VHS-vs-Betamax style, while most of us will be on the sidelines with a wait-and-see attitude. Forward-thinking companies should dive in now, even if they risk adopting a platform that goes the way of Betamax.
5 Ways to Offer Outstanding Customer Service
Customer Service
by Paul Diamond
Good customer service brings customers back and gets them talking and spreading the word about your business. There’s always a cost associated with retaining customers and with attracting new ones. Here are five tips to help you offer excellent service and lower the above mentioned costs:
- Answer your phone or email: People want prompt service, and they want it on their terms, whether that’s by phone or email. If someone is not available to answer the phone or respond immediately to email, then try to respond within an hour of the contact. See phone answering tips to win business for more advice.
- Address customer concerns immediately. Customers will buy again if their complaint is resolved, according to Kyle LaMalfa, a customer loyalty consultant with Allegiance. And if the customer feels the complaint is resolved quickly, 95 percent are likely to remain a client. When customer’s get a happy resolution to their complaints, they tell, on average, five people about their positive experience.
- Ask your customer for feedback. The best time to ask your customer a question is during the time of service or transaction. Jay Forte, a Bizmore blogger and employee performance expert, recommends this question, “If we could improve just one thing, what would be the most meaningful thing for you?” If your service is conducted over the phone or online, says Forte, then present the question with a thank-you email. Present the responses you get at a recurring team meeting; it builds the customer perspective into your organization’s culture. Lastly, remember to communicate to your customers when you make changes based on customer feedback. LaMalfa recommends that you communicate this personally to the customer(s) who complained or recommended the change, as for the public companies can use their newsletter, website, or social media to get the word out.
- Extend yourself to find a solution to the customer (even when there is no profit in it for you). No matter what problem a customer or even a prospective customer presents you with, go out of your way to find a solution for them. When a customer is made to feel important, says business advisor Morris Segal, and their needs are satisfied, they’ll talk positively about you and refer people to you.
- Only make promises that you can deliver on: When offering solutions to customers’ problems, never make a promise that you can’t fulfill. Customers feel a new level of betrayal when this happens.
One final bonus tip:
Keep a record of customer requests. Have your sales and customer service team keep a list of all the requests your customers volunteer, specifically those for products or services that you currently don’t provide. Barry Schimel, author of 100 Ways to Profit in a Volatile Economy says you can discover what you aren’t selling with this list which he calls a “lost sales report.”
