Objects in the Mirror are Further Than They Appear

Definition From http://www.merriamwebster.com -- "Virtual: - being such in essence or effect though not formally recognized or admitted."

Virtual Businesses offer Real World Profitability

Let's face it, most of the Fortune 500 companies are doing it. When you press five for customer service and you imagine a department on another floor, you are actually being routed, sometimes overseas, to a remote call center. These days, virtual or remote departments and workers exist in every aspect of business. In an online article called Good Times for Call Centers, at Network World Fusion (www.nwfusion.com) , a quote By Toni Kistner states "Customers include 1-800 Flowers, several marquis-name catalog and e-commerce retailers, as well as several retailers that sell direct via TV infomercials." Another article about Cisco advertising ventures at www.cisco.com states, "Thanks to Cisco, we keep a small group of our best people working effectively, when and where they want to while also empowering us to bring in specialists from around the world, if and when needed to support our 15 person staff. These people work virtually as if they were in the office next door."

"Virtuality" is the hottest trend in business today. The recognition that four walls are not needed to establish a company presence has sparked the imagination of virtually everyone. But no one wants to admit it! Does the call center mention that they are located in Taiwan? You have a problem and you want it solved. As long as the end result is accomplished you, as the customer, are satisfied. If this result is accomplished pleasantly and efficiently, you are more than satisfied, you are now an assured repeat customer.

Making a Virtual Business Work

As an employee, you want to feel confident in your product knowledge, an integral part of the company and included in its vision, mission and results, and not treated like an outsider. Being left in the dark is not only a death knoll for employee loyalty, it can eventually erode your company! The efficacy of virtual departments and companies is evident. They can work. What is the most important factor? Having worked with cutting-edge companies that embrace and utilize "Virtuality", I have seen successes, situations that need improvement, and total failures.

My observance of this has led me to the following conclusion: That communication is the absolute key to success in such ventures. The quality of communication between employees as well as customers will determine your future success, period. Your employees cannot be effective unless they are informed and have a feeling of belonging. They must be knowledgeable about the company mission, values, goals and products. They must be excellent with troubleshooting but without communication how effective can they be? Their feelings are most certainly conveyed to the client or customer. If they feel connected and informed, it comes through.

Start with a Virtual PBX System

Great technology can most assuredly help in the area of communication. A phone system that keeps you all connected, seamlessly is the beginning. There are many products on the market, but my personal experience with one in particular has been most satisfactory. Virtual PBX, a system available through Access Direct, (www.messagingservice.com) is wonderful. A local number (or 800 number, depending upon your preference) is established. For a virtual company, having a staff (for example) of say six virtual employees, the auto attendant will go down the line "for John Doe, press 1, for Mary Doe, press 2. You are then seamlessly routed to your party, whatever that employee's preference; cell phone, landline, etc. The employee is then alerted that the incoming call is from the company with an announcement of "To accept this call, press 1, to return this call to voicemail, press 2)". If the call is routed to voicemail, not only will that message be waiting in your voicemail box, it is also routed to your email address, so they can click and listen through their desktop computer speakers or, we can send a brief e-mail text message to their cell phone, letting them know a new message is waiting. This system not only works beautifully, it's affordable.

Teleconferencing is the Way to Go!

Weekly or monthly staff meetings will foster camaraderie amongst the staff, keep everyone in touch with what is going on in the company and personalize relationships. Using a "bridge line" is great for this. Eagle Teleconferencing (www.eagleconf.com) is a great company to use. For companies that can afford video conferencing, this is the piece d' resistance in the world of virtuality. This is the perfect vehicle for enforcing or updating the company mission, values and goals and also to listen to and address employee concerns and needs, not to mention the next best thing to being in front of your customers. But we are getting away from what matters most because it's not really about the equipment you use. Even if it's just the landline phone or the dreaded snail mail, communicating with everyone, often, is the key.

The Personal Touch goes a Long Way

Having someone to touch base with your customers, adding the personal touch (thereby eliminating or at least lessening, the impersonality fostered by technology) can create customer loyalty.

A customer outreach program - - someone to call just to say hello, update contact information and keeping your company in the face of customers can have a direct impact by increasing business because you have placed yourself in the forefront of their minds and they may possibly make an order right there. Sending a useful, yet inexpensive gift or a thoughtful card can help. Terrie Williams, of the Terrie Williams Agency, has built her success on the foundation of "The Personal Touch" which is also the title of her book. "? you can learn to succeed by taking the time to know the person you're trying to contact or deal with-even those with whom you've already established a relationship."

Doing something a little extra can go a long way with your employees as well. First, knowing something about your remote employees, and sending little personalized cards or gifts accordingly, will foster loyalty. If you really want to go over the top, here's a suggestion. Know the location of your remote employees and research the local deli or restaurant that provides delivery. Order coffee and Danish from each, paying via credit card and have it delivered at the time of a weekly or monthly staff meeting. It takes a bit of effort to be "personal" but the rewards can affect your bottom line in keeping the loyalty of employees and customers alike.

How can you find the time to be personal and run a company when there aren't enough hours in the day? Spending 15 minutes a day to come up with creative ways to value your staff and customers isn't much when you think about the return on your investment. And if you still have no time, get a virtual assistant to help.

Gayle Santana is the owner of The PVS Network and The PVS Network Virtual Call Center helping business owners everywhere focus on the bottom line! http://www.pvsnetwork.com (718) 977-0092

---

Leadership Style: What Makes A Good Boss?

In today's competitive environment, companies realize that a good boss... Read More

Use Noncompete Agreements To Protect Your Business

Q: One of my former employees has launched an online... Read More

Tales From The Corporate Frontlines: Job Security in Todays Workplace

This article, Job Security in Today's Workplace, was part of... Read More

Why Would Anyone Do That in My Meeting?

Imagine that you open a meeting by saying, "We need... Read More

Managers Who Spend PR $$ Wisely

If you are a department, division or subsidiary manager, your... Read More

Is Your Brain Getting the Memory Full Message? 5 Ways to Free Up Room on Your Brains Hard Drive

Lynn was tapped to head up the project team for... Read More

Creating a Team Working Environment

TEAM DECISION MAKING: Managers who invite participation believe that people... Read More

Manage Communication to Add Value

Management guru Tom Peters says white collar workers and managers... Read More

Character: Is It Necessary In Leadership? (Part Two)

In the first part of this two part article, I... Read More

Experiences of Management Coaching (Part 2)

In our experience, we have found that there are several... Read More

Efficiency Around The Office

Nearly every office, be it commercial or home-based, may have... Read More

Office Politics

Office politics! It's just another way of saying: "The employees... Read More

I Cant Use This Approach Unless My Boss Does - Power, Accountability, and Consequences

People who work with us often struggle with this dilemma:... Read More

Sexual Harassment Policy Guidelines Part I

Sexual Harassment Policy Guidelines ? Part IPermission is hereby granted... Read More

6 Simple Steps to Dealing with Difficult Managers

The challenge of managing difficult managers can be rather daunting,... Read More

7 Strategies for Sustained Innovation

The need for constant reinvention is a given in today's... Read More

Why Outsourcing Could Be The Best Thing You Do For Your Business

While it's probably not true to say that the traditional... Read More

Problems with Group Decision Making

DECISION BY AUTHORITY RULE: Many groups start out with-or quickly... Read More

Communicating with Case Studies

A few weeks ago, a couple of colleagues and I... Read More

Time Management and Team Development - The Yes and No of It

Sometimes.In fact making some small changes to the circumstances when... Read More

Got A Meeting Planned? Ask This Question

Meetings ? they are a fact of our business lives.... Read More

Five Strategies for Profitable Services Growth

In today's era of Professional and IT Services competition and... Read More

Reducing the High Cost of Absenteeism

Employers pay a high price for absenteeism, often more than... Read More

Selecting A Collection Agency

If you run a business, you are sure to have... Read More

6 Steps to Effective Communication

Effective leaders are known for being excellent communicators. Here's what... Read More

Four Ways To Make the Case For Outsourcing

How do you convert outsourcing leads into clients? You may... Read More

Top Ten Things About Creating a Business Vision

To visualise where you are going, is deeper and more... Read More

Appraisal Systems - Not Living Up to Their Objectives

Almost, if not all organisations have them, they've been around... Read More

Why We Judge

Judgment is the process of forming an opinion of something... Read More

10 Steps Towards A Stress-Free Introduction Into Management

Becoming a manager for the first time can be an... Read More

Tales from the Corporate Frontlines: Finding The Perfect Balance

This article relates to the Work/Life Balance competency, which investigates... Read More

The Seven Essentials of Business Communication

There are seven essential elements to successful business communication:StructureClarityConsistencyMediumRelevancyPrimacy/RecencyPsychological Rule... Read More

Creativity and Innovation Directors, Consultants and Managers

Creativity and Innovation is essential for competitive advantage, yet the... Read More