The Joys of Sharing- The Chirstmas Season

The time of year when the whole world, sets in to a joyous mood. The reasons can be plenty and one is of course the season of Christmas.
So on this day, way2anand wishes all the readers, a Very Happy And Merry Christmas. May Peace Prevail..Spreading Joy and Happiness Across the Globe!

XOXO-Anand

How to use WhatsApp from your computer- Introducing the WhatsApp Web

Are we tired of only being able to access WhatsApp conversations only on the phone? Now, WhatsApp can be made available on the PC/Laptop using WhatsApp Web.
The new service makes it possible for a user to link a website accessible to his or her WhatsApp account. Browsers such as Safari and Internet Explorer are not supported. WhatsApp Web is a computer based extension of the WhatsApp account on your phone. The messages you send and receive are fully synced between your phone and your computer, and you can see all messages on both devices.

To get started with WhatsApp Web you must first pair your phone and computer. The steps involved are amazingly simple as given under:

1. Visit web.whatsapp.com on your computer. 
2. Use your mobile handset and open WhatsApp. 
3. Open WhatsApp on your phone and go to Menu > WhatsApp Web. The method for launching this section of the app is a different based on the platform you're using, but directions are listed just under the QR code.(Circled in the image to show how to access WhatsApp Web for Android) 
   
4. From the Menu, choose WhatsApp Web. (Image given under is for the Android phone)
   
5. Scan the QR Code on your computer. And the connection is established. 
   

Important points to note:

1. The first requirement to being able to use WhatsApp Web is an active WhatsApp account on your smartphone
2. You must use the latest version of Chrome, Firefox or Opera web browser to use WhatsApp Web. Other browsers such as Safari and Internet Explorer are not supported.
3. At this time, WhatsApp Web is available only for Android, Windows Phone 8.0 and 8.1, Nokia S60, Nokia S40 Single SIM EVO, BlackBerry and BB10 smartphones.
4. The phone should be connected only. Disconnecting the phone network will disconnect the Web application. Hence, to avoid data usage charges on your phone, it is recommend that you are always connected to Wi-Fi when using WhatsApp Web

You can log out from the WhatsApp Web application on the browser by clicking on the three-dot menu icon and selecting Log out on the Left hand pane on the Web application.(Cirlced in Green in the image)

Thank you for the patient reading. 

Why are my contacts not displayed in WhatsApp?-Solved

If your friend does not appear in the Select contact list, please do the following steps from 2 Options:

Option 1:

1. Ensure that your friends is a contact in your phone address book
2. WhatsApp will show contacts only if they are using WhatsApp. Please check that with your friend
3. In your Android phone book, make sure that all contact accounts (i.e. SIM, Google, Phone) are "visible" or "viewable".
4. In your Android phone book, ensure that all contact groups (i.e. Friends, Family) are "visible" or "viewable".

It is recommended, you make your contacts "not visible" and then "visible" to force a refresh. After doing this launch WhatsApp >  > Menu Button > Refresh.

Option 2:
Alternatively, you can use all your contacts, not just the "visible" ones. To do this go to Menu Button > Settings > Contacts > Show all contacts.

Step 1: Select Settings from the WhatsApp front page

Step 2: From the Settings Menu, choose Contacts

Step 3: Select Show All Contacts

Happy WhatsApp-ing :)


Disclaimer: The use or mention of any Trade Names / Logos / Trademarks / Brands / Service/Service Marks featured are property of and belong to their respective owners

Leadership Through Trust

Team members look towards a “People Manager” and not a Task Manager. Though Leadership can take various forms based on the situation the team and leader is in as discussed in my earlier post, the basis of any leadership is Trust. Leadership involves people and people work on trust. Though there are numerous definition on trust and “the right thing to do” to create trust, both in print and online, I have summarized the key 3 traits of creating a trust bond between leader and his team as under. I look forward for leaders with these traits and I, as a people manager, have implemented these to garner trust.

1.       Believe in the Team- Quoting Marissa Mayer on choosing a leader “..work for someone who believes in you- because when they believe in you, they'll invest in you”, leaders must bring in the thought that he/she believes in the team. Belief is trust which is expressed by investing the energy for the team and motivating them to do what otherwise seems impossible.

2.       Be Open, Honest and Democratic- When a leader opens up, the team is enthralled. Successful leaders have always shared ups and downs with the team which brings in the oneness. A closed door leader creates an environment of team working in silos which is eating into most corporates. A leader who lies, will be lonely.  The trust factor is lost and camaraderie vanishes. A democratic leader appreciates everyone in open and corrects individuals in isolation. This creates the bond and opens up the team to take on challenges.

3.       Take the Blame and not Expose the Team – Throwing a team member under the bus is the last thing a true leader can imagine. There are outcomes which may not be in the best interest. Rather than exposing the weak link and walking out of the mess, a leader must take the hit. When team members see that you are willing to take the blame for the good of the team, they start to trust you.  As leader you need to accept the responsibility for both the good and the bad.

Leaders are not born but developed. Today’s team members are tomorrow’s leaders. Set the example for leadership through trust and this will create a team prepared to face challenges and on high motivation levels to drive for results. 

Secret Wishlist from a Salesman to a Customer

Salesmen have all the rules and customers have none. Well at least not on record. Here I pen my secret wish list of an ideal customer I am yet to meet- in the form of a virtual letter. :)

Dear Customer,

Thank you for giving me the opportunity to meet up with you. Even as I write this letter to you in anticipation for a favorable outcome; I have a few points to make which could make our transaction easier.

I am a well-oiled selling machine with a smile so charming I should have sold tooth paste instead. Call it your bad luck, I have been taught, trained and hammered with techniques which will ensure your order comes to me. And I have a long mental checklist of what to do and what not to. Hence, as a professional, I too have some expectations from you -as a customer. Why is that I have rules and you have none! If you are the king, well it’s me who has to make you feel so. Anyways to earn the King title I request you behave like one. Win my heart and I will do anything to get you the best deal and service thereafter.

My submissions for you to be a Good Customer are:

1.Please honor the time of appointment- Yours and my time are precious and please don’t feel amused to see me sit outside your cabin reading those outdated magazines.

2. You have a Need and I have the Solution- Please treat me as a solution provider. Your need is well analyzed and my product should do the work. Else be specific on what you need. I am not here to be a Sherlock Holmes.

3. Let me Talk- My sales pitch is different. Listen to what I say.  Let me explain the value proposition. There are numerous products out there in the market. Let me explain the value I can deliver.

4.You have Googled- Google has made everyone intelligent. You have a list of negative remarks on my product. Please note throwing negative remarks will not make me succumb. Please read all those positive reviews too. That should help you understand the product better.

5. You Behave To Be Price Sensitive- How come budgets are cut only when it comes to negotiations. Please share with me your budget; I will pitch in the right product which will not burn your pockets.

6.Veiled Threat to Speak to my Manager- Please don’t use that on me. It will not help. I am empowered to give you the best deal. Talking to managers usually end up in me deciding what is right for you and the company I represent.

7.Aggression is the short cut for a price cut- Well no. Aggression will lead you to incur higher medical bills but no price reduction from me. I will ensure to keep you calm, but if aggression is a tactic, I am out of the game.  Reading point 5 once again will help.

8.Read Points 1-7 once again- Last but not the least, please read the 7 points. You will love following what I have said. You will not only get the right product at the right price but also a friend for life who will go to any extent to support you, at any cost.

Yours Truly, 

The Salesman

When To Say- No- To A Customer

With over a decade of experience in automobile retails, I have had my share of situations which are exciting and pleasant, stressful, embarrassing and sometimes irritating. As I gathered years of experience, I got the most valuable skill which any one in Sales should have which is "Saying No To A Customer".

A lead or a prospect is as valuable as a precious stone for a sales man and the Customer- A God. The salesman is on the lookout for that "Win-Win" situation which will break the lead into a customer. But not always. There are situations, where in, saying No will be good for both parties involved. I have summarized the situations broadly into 2 as under:

Customer with an impossibly high expectation and demands- We as salesmen are bought up with the thought customers are always right. But when a customer becomes demanding in terms of product, specifications, deadlines or delivery which by  all means a company cannot honor, take the call to say a polite No. Be polite and also ensure to explain the reason. From my experience, 50% of customers would agree to your terms once regret is expressed. However, as a salesman you need to introspect.

·      Why did the customer expect so high? 

·      Have you at any stage over committed yourself during your frenzied sales pitch?

·      Take corrective steps immediately to avoid a recurrence.

      Customer on a high price negotiation which affects profits- A sales materializes when customer sees value in the product or business proposition. However, most of the time price negotiations take much time in a sales process which according to me is due to customer not finding value but has a need. At times negotiations will turn to worse when customer demands more price reductions, or freebies, which will affect the profits. Businesses employ salesmen for generating profits. If the very profit seems badly affected, take the call once again to say No. Saying No in this context saves yours and customers time, reduces the stress on the salesman (which,for a rookie, will be on all time high) and will actually give you an opportunity to get back to the customer at a later stage. However, walking out from a price negotiation is tricky. Situations for heavy negotiations could be

·        Either the customer is genuinely cash strapped and needs your help or

·        Is bargaining just to squeeze the best deal.

It’s depends on the judgment of the salesman to find which category the customer falls. A genuine customer if supported will give more business at a later stage. However, the latter can be just ignored with the No. The points for introspection are

·         Has the salesman at any point try to sell on price and not on value?

·         Has he/she shown the option that prices can drop if escalated?

·         Has he/she shown desperation for the deal?

Selling is probably the oldest profession known to mankind. It can be made stress free by understanding, creating and delivering value. But it’s easier said than done and negotiation pitfalls can create undue pressure on the salesman’s life. Make sales simple. Say the No at the appropriate time but politely. Even though the walk back to the office will be painful, rest assured the head is held high and all likely the customer will still get back to you at a later stage.

Customer Service and Barking Dogs

Barking Dogs Seldom Bite is an idiom we all are so familiar with. I remember having heard an extension to this- "I know, you know, but does the dog know" Well for all the humor, the statement carries, the concept of barking dogs not knowing it won’t bite and customer service has a link. A link so decisive it can create customer loyalty.

A complaining customer barks. And ask any customer service executive, especially associated with aviation and telecommunications, and they would vehemently, agree to this. Purchase of a product or service involves emotions. Marketeers employ various mechanisms to trigger the emotion to purchase their product or service. And the same emotions come to play during a complaint phase.

The biggest threat to big and small organizations today is customer migrating to competition. As per Accenture global customer satisfaction report 2008-Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service.

So if an organization takes complaints lightly, it is looking down the barrel of a gun. There are numerous facts and figures given online which talks about how existing customers can deliver more than acquiring new, and how retaining existing customers who are acquired with much difficulty is profitable to the organization. Hence customer loyalty and customer complaints are closely linked. As per statistics gathered the facts and figures on customer complaints are as under: (Source http://ianhoughton.com/statistics)

F    1. For every customer complaint there are 26 other unhappy customers who have remained silent
2. 991% of unhappy customers will not willingly do business with you again.

3    3. 70% of complaining customers will do business with you again if you resolve the complaint in their favor

Hence when a customer complains it’s a wakeup call for the organizations. From point number 1 it is important to note that only 1 in 26 customers complain. Hence this one “barking” customer is an asset. This customer is the pointer to know things are not in place as it is supposed to be for an organization and an interesting observation I have made is:

“Customers complain because they want to be associated with that particular service provider. Others simply churn”

There lies the underlying fact. Hence the angry customer however loud he/she be is venting their emotions but unknowingly has the confidence of a resolution from the organization.

Don’t let them down. Treat this customer well, listen, don’t argue and then organizations will see this “barking dog” evolve into a loyal customer. The one’s that bite were those customers who churned out, silently.

Disclaimer: Thoughts and observations shared are strictly personal.