But there are segments of every business that have no contact with customers so it is difficult for them to develop a customer service mentality.  And if the business itself is not structured to deal with the public or have conventional “customers”, that approach to the business world can be lacking in the workplace.  That is why a big business trend in all type of business settings is to change the work ethic internally so that workers view those who use their work as customers.

When properly implemented, each employee actually begins to view each other, their bosses and especially people who rely on their work in other departments as customers or clients. In theory, this approach has as its objective to build that customer service mentality even in workers for whom the outcome of their work is only for internal
departments or other workers in the company.

Its an innovate approach to changing the corporate culture of any business.  By altering the mindset especially of an office worker to that of someone who comes to work with that entrepreneurial or retail oriented outlook, the employee is freed to become more creative, more aggressive about completing quality work for their “customers” and get a greater feeling of satisfaction from satisfying their internal customers.

It’s a noble effort to try to alter the traditional culture of an office based business setting.  The traditional culture of a “cubicle farm” type of office setting often resembles the comic strip Dilbert.   That strip can be painful to read if you are a manager trying to keep a creative and proactive team moving forward in a business setting.  But Dilbert does point out some of the communication problems that are common in an office setting.  The distrust of management, the tendency by employees to drift toward unproductive attitudes and behavior and the low morale of many office settings is lampooned by the strip.

The client coworker business concept attempts to empower the employee to strive to perform to his or her best even when only performing duties for the department or another department internal to the company.  The client customer model calls for viewing that other department as a customer and providing customer service to that internal relationship with the same “eager to please” attitude that is necessary when serving external customers whose revenue drives the company.

There are some real values to be had by introducing a customer service attitude even to internal support functions within the company.  When combined with other empowering techniques such as process improvement and open communications with all levels of management, it can unify an office and put some real life into your staff.

However, the negatives of the client customer model have to be avoided.  This approach can create animosity between coworkers and hard feelings when one employee feels that he or she is not being treated like a customer by another.  The client customer model can create distance between peer employees and reduce comradery which has a great deal of value in a team oriented corporate culture.  But a wise manager can implement the client customer model to a business setting and harvest from it the productivity gains while skillfully avoiding the pitfalls.

Many travelers have a firm ethic about not checking bags.  The result is you see almost a comical effort by travelers to drag huge bags onboard and jam them into overhead bins.  As a business traveler, your ability to relax and pass through the airport system with little fuss is paramount.  When you take bulky bags on board on an airplane, you exchange the time at baggage claim for a huge hassle in getting your bags on and off that airplane.

It’s best to balance what you really need at your destination with the problems of taking too much on board.  To reduce your anxiety about baggage claim, leave plenty of time between your travel plans and your business appointments at your destination.  If you have several hours or a day before you must make your business contacts, you can relax and go through the baggage claim process without anxiety.

The other problem with baggage claim is lost luggage.  So to assure you will have the basics when you get to your hotel, lost luggage or not, pack a very small bag to take on board.  In that bag, only take your basic requirements.  Include your medications, contact lens supplies, sample sizes of toiletries, underwear and one change of clothes.  Then you have what you need for one night and the next days meetings while your baggage catches up with you.

To pack light, do a good inventory of what you really do need.  There are some economies you can utilize to greatly reduce the bulk of what you are going to take without sacrificing your needs and ability to look good when you make your business contacts.

*    Wear a basic outfit.  If you have a suit or other garment you know will be your anchor piece, wear it on the plane.  You can also wear a coat or jacket that you might need there and then fold it and use it for a pillow on the plane thus keeping it out of your bag.  That coat is not considered part of your carry on but it helps you reduce your baggage bulk.

*    Economy of space in your bag.  Compress what you pack and use every empty space.  Pack socks into shoes and roll your clothing rather than lay them flat to squeeze the empty air filled space out of them.  You can always iron and get pressed any outfits that get wrinkled in route once you are at your destination.

*    Mix and Match.  Take outfits that can be used over again with a different pant or shirt combinations.

*    You can get it there.  Don’t take anything that won’t get guaranteed and frequent use.  If there is something you might need, remember, you can buy it there in a drugstore or nearby store.  So don’t let anxiety make you over pack.

These steps can reduce your packing problems and result in a workable travel system that will reflect that you are well organized and ready for the road.  And there is no better feeling than to come home and realize you used everything you took and needing nothing else while you are on that important business trip for your company.

It is our job as responsible adults to think about the dangers that could happen on an upcoming business trip and assess that danger and either approach the business objective differently or prepare accordingly.  The first step if you suspect that your next business trip may be hazardous either from political unrest, bad weather or other reasons, is to do an honest review of the importance of this trip.  If you can accomplish he goals of the trip without putting yourself or your business associates in harms way, that would be preferable to a potential disaster on the road.

If it looks like the trip is still a go, be sure you learn all you can about your destination, recommended safety precautions and the nature of the potential danger.  The US State Department keeps their web site up to date on the nature of potential security risks at http://www.travel.state.gov.

The next step for preparing for a business trip that may be hazardous is to double and triple secure your documentation.  You can make copies and scanned images of your important personal documents such as your passport, visa, driver’s license and other crucial identification cards that you must have overseas.   By leaving copies of these at home where a contact person can access them and uploading digital copies to a public folder that you can access anywhere you can find the internet, you give yourself a safety net should those documents disappear.  Also review the status of your travel documents and get y our renewals done now if there is any chance one of them will expire as you are out on the road.

If you are traveling to one or many foreign countries, make yourself familiar with the location and phone numbers of the US embassies in those countries.  By having that information on your person as you move from country to country, you are ready to move swiftly should you need to call on them to help you out of a jam.

If you do encounter trouble and require medical help, you should have on your person your crucial personal data that can be used to quickly get you help.  You can print up a card with your name, names of who to contact in an emergency, blood type, medical details such as allergies that should be noted, important medicines that you may have that can help you if you are in physical need and anything else a lay person might need if you are in a far away place in critical need.  For even more security that this card is able to communicate your critical data, you can have it translated into the language of the country you are visiting so there is no delay as local health or public service persons work to get you help.

The more you do to prepare for your trip, the better prepared you will be to respond to trouble or even avoid trouble entirely if it occurs.  By understanding the local customs and what to do in an emergency situation overseas, you can respond calmly and quickly to crisis and secure yourself, your business associates and property early and quickly.  Then if danger does rear its head, you will be well prepared to lesson its impact on you.

The trend in strategic business planning is to incorporate an aggressive “virtual marketing” plan with your traditional plans.  So it makes sense that eventually the move to virtual resources would reach human resources with the availability of virtual employees.

In the last two or three years, virtual employment has taken off and become a very real resource for businesses wishing to tap into valuable experience and subject matter expertise that cannot be found locally.  Agencies such as Team Double Click and Rent-A-Coder provide an army of ready to work professionals that can step in and get a job done quickly and efficiently for an employer.

The obvious first application of virtual workers is to subcontract to an online employment agency certain task specific projects that have a short beginning, middle and end.  Building a new function into a web page is a good example of a project that can be packaged into an understandable project and signed over to a virtual consultant to perform the work and return to the online employer.  The handling agencies collect funds via escrow so neither the employer or the consultant are at risk and the handling company claims a percentage of the fee as part of their pay for facilitating the partnership.  Everybody wins.

But the concept of virtual employment is going beyond providing another variation on outsourcing to a consultant.  Many virtual employment agencies provide administrative assistants, sales support and many other functions normally associated with a full time employee but those services are done “virtually”.   A virtual office manager can have calls routed to his or her remote phone, emails redirected and conduct office meetings and negotiations with vendors via email or instant messaging.  Using these modern tools, a virtual assistant can provide almost every function an on site assistant might be able to do but do so at a lower cost to the employer.

The virtual employment trend in business has obvious benefits for businesses that are in need of qualified help.  It opens the door to recruitment sources that can supplement the local talent pool.  Many times virtual staffing agencies may have on their “employee roles” people with a specialized background or skill.  The agency is skilled at defining exactly what their client businesses need and matching up the right virtual employee to the job so the business has the right skill sets where they need them, when they need them and only for as long as they need them.

In addition to the benefits that virtual employment has for businesses to fill needs for skilled workers, it’s an excellent resource for talented workers who want to make a contribution to the business world on their own terms.  Virtual workers almost universally work at home or where they chose to work.  Often the work is task based with a deadline so the worker can select the hours that fits their family and personal schedules best.  And, like working for a temp agency, the employee can build a resume with the agency that improves the quality of work they get over time.

Virtual staffing is a trend that has been a success for all involved as it has matured in the last few years.  We can look for this twenty first century methodology for bringing in talented workers to continue to grow as more and more businesses get comfortable with staffing their employee ranks “virtually”.

Sometimes it’s good to read the business news in your local paper both for information and with an eye on the question – “Did the business being discussed work to get this article printed about them in the paper?”  In some cases, it is blatantly clear that the business went to great lengths to get noticed.  Many businesses actually employ public relations and advertising professionals to tailor how they will be viewed in the press and to court public favor by romancing the right kind of press coverage for the business.

There are some solid business reasons behind such aggressive work being done by the business community to have good press coverage.  On the surface, it might seem like the intent of managing public approval for a business is just a desire to be a good citizen and so that public opinion is favorable and everybody thinks of that business as a bunch of “good guys”.  But the motivations for courting public favor for a business are far more complex and entrepreneurial than that.

*    A good reputation means better sales.  Public opinion is a funny thing.  If a retail company gets a bad reputation in a community, it will have a tremendous impact on their bottom line.  But the business that is well regarded at the neighborhood level will be one that sees strong customer loyalty.

*    A strong reputation makes for better business dealings.  Running a business means entering into dozens of business relationships, making deals and drafting contracts with other businesses in town.  If your business is well regarded in the public eye, that will reflect favorably when you need a deal to fall your way at the negotiating table.

*    Investors like to see a good public image in a business.  Investors like to know that the business they are interested in partnering with will be able to complete its business goals and endure year in and year out.  Part of that stability means that the business can live up to its mission statement and its statement of values.  When the business the investor is interested in has a strong public image, that reflects that this is a business that conducts itself with integrity, is interested in the public good as well as private profit and is looking for the long-term gain as well as the short-term profitability.  These values translate directly into dollars in an investor situation.

*    A strong relationship with city and state government is important to long-term business health.  Many businesses seek concessions or to enter into a relationship with local government so they can have a clear path to get building permits or conduct other business that impacts the public good.  A local or state government can be a businesses best friend or stop your projects in their tracks and keep them stopped.  But the thing that pleases the political world is public opinion and the public good.  So if your business has a good public profile, that translates to votes for the politically minded people at city hall.  And that means influence which can help a business go a long way toward completing its long-range plans.

*    A good public image impacts recruitment.  When you put an advertisement in the local paper to recruit talent, how you are viewed by those looking for jobs will directly influence if they will respond to your recruitment efforts.  Many a business got a bad reputation locally and saw dismal responses to recruitment efforts which can mean a less talented staff and poor performance of the business in general.

These are solid reasons for a business to put some energy and capital into courting a good reputation in town.  Whether that means a strong representation on United Way weekend or holding blood drives once a month, the business that has a reputation for reaching out to the community will be a business that prospers.

But those of us on the business side of the corporate landscape depend on the computer folks to let us know how things are going with that highly valuable asset that we have in our IT systems, hardware and software.  Most medium to large businesses run very high capacity computers or multitudes of computers connected through a network and those systems must perform at top capacity each day to accomplish the goals of the business.

The upgrade and maintenance budgets for the computers that run your business no doubt represents a fairly sizable percentage of the corporate budget each year.  But because those systems are what make you competitive in the marketplace, that investment is worth the money to assure that the mission critical jobs those powerful systems do get done on time each week and month.

When a computer begins to show signs of straining under the load of work, we are giving it, that can be a cause of significant concern for a business.  If your business paradigm dictates that the load of traffic or system resources could be pushed to beyond what the computers can do with their existing computing power, that weakness in the IT infrastructure represents a significant risk to the company should the system become overloaded when there is a large body of work to be done by these machines.

What not every business person knows is that there may be a hidden goldmine of computing capacity already resident in your IT resources that simply is not being tapped to its fullest.  You know that it isn’t uncommon for your IT professionals to report that your systems are at 80-90% capacity and must be upgraded to handle the next big increase in business.

That hidden goldmine is a discipline that has actually been around for quite sometime but is infrequently tapped in the modern business world.  That discipline is called “capacity planning”.  By implementing a capacity planning office and monitoring function, you can put the tools and the talent in place to precisely measure scientifically if your computer systems are at capacity of if there is just a need for system tuning or realignment of computing schedules to get more out of the systems you already own.

Recently a large oil company in the Midwest noted that many of its mission critical functions were being delayed in processing, seemingly because the computer systems were overloaded and in dire need of an expensive and time consuming upgrade.  Capacity planning measurements were taken and the system was diagnosed to determine what the real problem was and it was found that job priorities of new functions were not tuned to the load of the system at critical time frames.  The adjustments were made by talented systems administrators and the IT infrastructure continued to perform at top-notch capacity and the delays were eliminated with no additional hardware or upgrades needed.

By utilizing capacity planning software tools and enabling your IT team to take advantage of this highly scientific computer measurement and prediction method, the business can get the most out of its computer resources and use its corporate resources to further the business objectives of the company.  And that benefits everyone.

The first major challenge that cyberspace brought to the music business was a complete shift to how music would be sold to music fans worldwide.  In what can only be described as an avalanche, the music buying public virtually abandoned conventional record stores and retail outlets and took the majority of their music purchasing business online.  But this mass influx of business could not be tracked to any one web site that was executing the revolution.  Because of a revolution in how bands and Indie record labels do business online, the music audience followed and began buying their CDs and even concert tickets directly from artists or record labels online and getting those products instantly via downloads.

But as drastic as the market changes this paradigm shift in consumer behavior represented, it was nothing compared to what the internet had in store for the music world.  The next wave of change represented a threat to the music business so serious that it had the potential of putting the music industry out of business forever.  When music consumers began to share digital music electronically over the internet using file sharing software such as Kazaa, Limeware and BitTorrent, suddenly it was possible for a music customer to access all the music they wanted for free by simply downloading this music from another internet user’s computer.

The plummet in music sales as result of these two forces was drastic and traumatic to the music world in general.  At first, the music business executives were at a loss of exactly how to go about stopping the widespread file-sharing phenomenon.  They tried to shut down the software services that provided the networks to users with lawsuits and other punitive actions.  These litigations took a long time and cost a huge amount of money and all the while the flood of free music going out over the internet continued to increase.  Worse of all, when they did slow down one file sharing network, it seemed many more cropped up to replace it which began to look like a nightmare scenario of constant lawsuits against a never-ending and constantly growing enemy.

Public pleas to the music loving public were another attempt to appeal to the conscience of the music world that if artists could not get paid, there would be no more new music.  But the opposite seemed to be the case.  As more and more Indie musicians began to capitalize on file sharing and using it as a method of marketing, the quantity and quality of good music only seemed to increase in this new music marketplace.

The final attempt seemed to be this technology called DRM.  DRM is a digital “lock” that would be required to go on every piece of music released on the internet.  Music with DRM would not be playable except to customers who had a legal right to use it.  At first, this seemed like a viable solution.  But even DRM didn’t stop the flood of lost revenue through file sharing.  And hackers seemed more than happy to learn to undo any technical locks the music industry could come up with.

So as we move into the last half of the first decade of this century, the music industry is learning to work with this new music marketplace rather than fight it.  And by learning lessons from the Indie labels and how to serve customers in a digital world, there seems to be a new solution on the way but one that is dictated on the customer’s terms rather on the terms of the big music labels.  Somehow, that seems like it is the way it should have been all along.

The truth is that those on the inside of the oil business know full well that the oil business is tremendously cyclical.  That means that the old adage, “whatever goes up must come down” definitely applies to the oil markets domestically and around the world.  The current high prices are more a reflection of problems with refineries and with supply due to tension in the Middle East than it does with the profit objectives of the oil companies involved.  In truth, oil companies have to cope with sweeping shifts in supply and demand and it impacts how they plan their economic futures as much or more than it affects the average consumer.

This upswing in the price of gas is not the first time the oil business has seen huge profits and gains in their returns.  And anyone who has been in the oil business for a few decades knows full well that the current high profitability economy which is benefiting oil companies tremendously will turn the other direction at some point.  Just as there is a shortage due to problems with repairs or temporary shut downs at the nation’s refineries, there will come a time when all refineries are producing at full capacity and there will be a glut on the market which will drive prices down.

Similarly just as oil shortages dominate the market and are on the minds of consumers because of Middle East tension, oil supplies can shift dramatically.  A new discovery in Asia, The Soviet Union, Europe, South America or off shore in America can suddenly send a glut of supply into the market that will send the price of crude oil plummeting and with it, gas prices worldwide.

This is not just pie in the sky forecasting but an industry trend in the oil business that is supported by years of experience, research and tracking by the businesses most impacted by sudden supply and demand turns in the markets, those big oil companies.  The oil business is so used to the roller coaster nature of the market that even though the market is good now for the oil companies, they are already preparing for the next downturn and how they will survive when supply exceeds demand and prices drop leaving them with big adjustments to make in how they do business.

As with any smart manager of a business or investor for that matter, diversification is the way to prepare a strategy for handling volatile markets like we see in the oil business.  And that has been a cornerstone of the strategies that have kept the oil companies able to ride the ups and downs their industry undergoes on these huge swings in supply, demand and profitability.  While the oil industry is enjoying unprecedented prosperity now, there is coming a time when they will see their profits drop and they will have to brace for a downturn of unknown length and survive it until the next swing of the pendulum back out.

Even now, you can bet that every big oil company in the world is already investing heavily in diversified business interests that can generate revenue to keep the company afloat when oil revenues are not as lucrative as they are now.  Those investments will be in real estate, the stock market and even in far flung unrelated industries such as retail or the entertainment industry.  The more diversified a company can get, the more prepared they are to ride out the roller coaster oil market.

And this shrewd business practice is a good signal to those who are investors in the oil industry as well.  Just as the companies who are fattening up our portfolios now are strong investments, we should know that the downturn is coming and diversify while times are good.  Then we can ride out the next oil slump just as handily as the companies that live or die by the oil markets do year in and year out.

But for every success story of how an AD agency took a business to the next level of success, there are plenty of horror stories of terrible advertising campaigns.  A bad advertising strategy not only fail to escalate the sales and success of the business, it may damage the business in the eyes of the consumer and cause damage that could take years to fix.

There comes a time in the life of any business when the decision is made to either employ the business’s first AD agency or to change agencies to find one that can fit the marketing objectives of the company.  To be sure that this process results in one of those success stories and not one of those horror tales, some precautions are in order such as…

§    Nail down the company’s marketing objectives before you meet with candidate agencies.  Don’t allow the AD agency to dictate what your marketing goals are.  By taking charge of what you want before you begin the process, the chances of finding just the right agency are vastly improved.

§    Put together a review committee for the search process of finding the right agency.  This team is well informed about the company objectives and the marketing goals that lead to the decision to bring an AD agency on.  They can be kept together throughout the selection process so you have wisdom from many different parts of the company management structure to guide the process.

§    Nail down the budget for the project before you put the invitations out to AD agencies to bid on your business.  If you know exactly how much you can spend, that will help in the selection of the right agency and in setting their limitations early in the relationship.

§    Establish the schedule of how long you have find an AD agency and then the time frame they have to put a campaign together, get it approved, produced and activated so the outcome is in sync with the company objectives.  If you have a major product announcement coming along, the time to start finding an AD agency is months before the week when the product goes public.  By timing the project so adequate time is allowed for each step, you don’t rush the process and end up with an inferior promotion which will result in unsatisfactory results.

§    Make sure the AD agencies you invite to bid on the business understand your business, what you do, the product to be promoted, your market and your business image.   They should also be aware of previous marketing efforts that were done by the business.   If the previous efforts were successful, there may be a strong tie in to the next promotion that would work well.  If that last promotion was bad or needs major improvement, the AD agency should know that so they can steer clear of the same mistakes.

By doing some planning up front and being ready when you begin to bring AD agencies in to discuss your goals, you will vastly improve your chances of selecting the right firm.  And by finding the right AD agency, you vastly improve the success your advertising will bring to the company which can be a tremendous boost to the corporate profitability.

Of the many business and market trends that have changed the paradigm by which business is done in the new century, internet marketing ranks near the top of the most drastic and sweeping change that virtually every business has had to adapt to in order to survive and thrive in the new business world.

At first, most in the business world considered the internet to be a toy and perhaps a good communication tool.  But in the last decade, the power of internet marketing and the need to compete in that marketplace has never been more evident.  And just as business learns new marketing and communication methods when they enter a new market such as learning to do business overseas, the internet has brought with it entirely new tools and weapons that the modern business must learn to use skillfully to succeed in a cyberspace business environment.

Of the many new acronyms that have been added to the business vocabulary, “SEO” is one that is central to success in the internet marketing world.  SEO stands for “Search Engine Optimization” and it is an entire discipline unto itself.  By learning to utilize well developed SEO methods, a business can learn to dominate their particular market niche even in a cyberspace business world.

Just as in the conventional business world, to be successful with a particular market, you have to go where they are and learn to get noticed and get your message to the consumer even as your competition is doing the same thing.  In the world outside of cyberspace that may mean various methods of advertising, promotional campaigns, good customer service and a long term promotional strategy that will grow the businesses market presence over time.

All of these business objectives remain the same in the world of internet marketing, but the “places” customers can be found are profoundly different.  As such, it becomes critical that a business builds a modern and up to date web site that appeals to the customers perceptions of what they will expect when they come to shop with you and that stays up to date continuously s the internet continues to change and evolve.

But it isn’t enough to just have a state of the art business web site up for modern internet business web site to succeed.  Just as to be successful in the physical world, customers must come to you or you must go to them.  And the primary method of letting customers know who you are and drawing them to your well designed web site is to connect to them through a search engine such as Yahoo, Google or MSN.

Search Engine Optimization methods are powerful techniques that can be used to assure that when your customer looks for a business such as yours, they will notice you first and your competition second, or not at all.  That means when the customer “searches” for your product or service on Google or another search engine, your business comes up on the first page of selections that the search engine finds.

SEO takes time, investment of funds and talent and skill to work with the search engines so your business gets that kind of attention.  But it is worth the investment because the outcome can be an internet business presence that bring the kind of success every business wants.