Nuts & Bolts

Do you have customer complaints ? Whenever I posed this question to senior leaders or business owners, a good majority of them shared that there might not be scope for complaints in their business but certain times customers might be sharing their feedback. In case further probed they tended to say that in the unlikely event of complaints, they definitely received the attention they deserved and so those complaints must have got resolved! In all these instances as above I had felt that those businesses did not have a clearly defined process for handling customer complaints. They didn't have any means of tracking customer complaints and their follow up status. Neither they had the opportunity of looking at the root causes and acting on them. They probably felt it important to cover up complaints for managing their reputation or image or customer perception. They believed acknowledging complaints and transparently addressing them could lead to loss of face, loss of customers, and

Small businesses generally do not maintain any dedicated HR person or team for structured HR practices. HR practices in most small businesses center around meeting payroll and statutory compliance requirements. As these tasks are repetitive and calculation oriented, the accounts teams are commonly to handle these tasks. So the need for a separate HR function or team is  not easily recognized in such organisations. Is this arrangement sufficient for continuing business success? No! A business organisation is made of people. For growing a business and its operations, additional manpower become necessary sooner or later. There could be employee turnover too. These two basic situations can give rise to the following work Recruitment - Advertising for vacancies or selecting and engaging placement agencies, defining and explaining job specifications, screening CVs, organising interviews, selecting and finalising right candidate(s), finalising pay, making offers, preparing offers and