What are the 5 biggest turn-offs for customers?’

Read this short e-article recently by Jurek Leon of Terrific Trading.




"I am always wary of media questions relating to customer service that are likely to highlight the negatives. I responded by saying, “How about I give you my five biggest turn-ons for customers and from this the turn-offs will be clear as well?” The five biggest turn-ons I came up with are:

1. To be listened to. When you listen to someone your body language is saying, “You are important.”



2. For service providers to do what they say they are going to do when they say they are going to do it.



3. To be kept informed especially when things go wrong.



4. To get someone who takes responsibility rather than ‘You’ll have to do this’ or ‘You’ll have to do that’.



5. To have someone who genuinely appreciates your custom and doesn’t prejudge you. "

You can sign up for his monthly newsletter at:



http://terrifictrading.typepad.com/terrific_trading/free-newsletter.html

When is discrimination not discrimination?

The Brumby Labor Government will better balance the right of individuals to be free from discrimination and the right to religious freedom under changes proposed to the Equal Opportunity Act, according to Acting Premier and Attorney-General Rob Hulls.

Mr Hulls said the changes would narrow the scope of the current religious exemptions to ensure that religious groups can no longer discriminate on the grounds of race, disability, age, physical features, political belief or activity, and breastfeeding.

But religious groups would continue to be able to discriminate on other grounds including sexuality or marital status if it was in accordance with their beliefs.

“These proposed changes follow consultation with religious bodies and have the support of the Catholic Church,” Mr Hulls said.

Here's the link to Mr Hull's press release:

http://www.premier.vic.gov.au/attorney-general/religious-freedom-to-be-protected-under-equal-opportunity-changes.html

All I have to say is to remember these words from WB Yeats:

"Once you attempt legislation upon religious grounds, you open the way for every kind of intolerance and religious persecution. "

Creating a single voice for NFPs

An interesting article from the The Boardroom Report , the ezine of the
Australian Institute of Company Directors (AICD).


The article notes that ABS figures show that the NFP sector contributed 4.1 per cent to Australia’s total gross domestic product in 2006/07. During that year, NFPs received income of$76.6 billion and held $138 billion worth of assets. They also employed 889,900 people and used over 4.6 million volunteers. The article goes on to say:

The not-for-profit (NFP) sector would benefit from having
a Federal Government minister, as well as a peak industry
association, overseeing its interests.

These were the views of senior executives from a diverse group
of NFP organisations who attended a recent forum in Sydney
to review their common issues. The aim was to create “a single
voice” when responding to the draft report expected to be
released in early October by the Productivity Commission (PC)
on its inquiry into the contribution of the NFP sector.

New figures released by the Australian Bureau of Statistics (ABS)
last week show that the NFP sector contributed almost $50
billion to the Australian economy in 2006/07. Yet, according to
Paul Gallimore MAICD, a director of CTC Consulting Group, this
sector remains fragmented and thinks of itself in silos.

“At present, there is no Federal government minister to oversee
the sector. It is monitored by an Upper House member, Ursula
Stephens,” says Gallimore, whose company convened the forum.
“We are not saying that there has to be an exclusive government
minister portfolio for the sector. It could be one among other
roles, but if you want change, you need someone to listen to you.

“The minister would also need access to sufficient, detailed
and quality data to make decisions and progress the sector. The
forum agreed that there was a need to set up a working party
to review how data is collected and how the process can be
improved. Ultimately, this would require an industry authority or
peak association to do the job.”

Forum attendee Richard Jones, general manager of the
Westpac Rescue Helicopter Service, says: “Given the size and
contribution of the NFP sector, I believe that with more current
data and someone to oversee it, we could get better results for
the communities we all serve. There also needs to be some
rationalisation in the sector and having someone overseeing it, or
who we could talk to directly, could assist in that process.”

Rob Oerlemans, executive officer of Lions Australia, says while
his organisation will make a direct submission to the PC, he
attended the forum because he was interested in working with
other NFPs to get a greater recognition of volunteering and the
contribution of volunteering around the country.

The ABS released its 2006/07 Australian National Accounts:
Non-Profit Institutions Satellite Account on Friday, but Gallimore
says these figures are released on an ad-hoc basis and there is no
government commitment yet to continue compiling them.

In effect that is what PLVN, through the Statewide project: "Building Knowledge for Library Advocacy" is trying to achieve. Presenting a single voice that can quantify the economic benefits of public libraries in Victoria to all levels of government.

Australia Defined - Top 5 Themes

Recent analysis by Mark McCrindle (McCrindle Research Pty Ltd) examining Australians' attitudes and feelings towards their own country have revealed five key themes: Pride, Fun, Teamwork, Community and Freedom.

I wonder if our libraries reflect these attitudes, or do our "attitude" and policies stifle them.

Here's a link to Mark's report:

http://www.mccrindle.com.au/broadcasts/PDF/SNAPSHOT_AUSDEFINED.pdf