Airlines are not Cruise Lines
This may seem like the most obvious statement of the year; however I am speaking with regard to the difference in customer service…which is becoming my favorite blog topic! If you have ever flown or taken a cruise – you will identify immediately. This recent firsthand experience I hope will present a clear example of superior customer service versus the lack thereof and offer some simple but very important clues to improving customer service in any business.
However, it is time that someone offered some proper and constructive criticism of what is probably the worst customer service possible; which is typically offered to each of us when we take a flight. This may not apply to all airlines but without mentioning names – the world’s largest airline is leading the way in customer dissatisfaction.
But let’s start with what I can honestly say was the best example of ongoing customer service I have ever experienced. Given my business and pleasure travels – this is no small remark and the “fun ships” and all their staff should take pride in exceeding my expectations and actually anticipating my needs and fulfilling them. From the moment the airline funnels you out of the gate like a heard of cattle – the representatives of the cruise line are there with open arms to greet you and give you clear and direct information and guide you to the ship. You feel appreciated with the first “hello!” From this point forward; you will encounter attention and service from people who actually address you by name and remember what you like and dislike – from your stateroom to your meals – BRAVO! You know you have been given great service when you feel as though you are leaving friends when you disembark. This was exactly the case and I am certain that some cruise lines are better than others – but this being my first cruise we simply give credit where credit is due. Imagine receiving a smile when you request a service and having it applied faster than you can conceive. Imagine paying gratuity ahead of time and then wanting to give more after your experience….yes all true. Friendliness, cleanliness, efficiency and courtesy were all demonstrated by the entire staff from housekeeping to wait and bus staff. Take my advice….take a cruise.
Now let’s talk about the airline who offered us little to no service; including information. Every time I fly, I am reminded of just how little the airlines care about their customers. From small seats and bag charges to awful food and hardly any appreciation for the $300 to $500 spent for a short domestic flight; the overall airport experience is seldom a positive one. When arriving at the gate to depart we saw a sign posted saying that our flight was delayed. There were no airline representatives present to assist with questions about that flight and connecting flights – so long story short; after calling the “help” line three separate times – I was finally told that we were stuck and there was no solution that day and we would either sleep in that airport or the connecting one or find a hotel. We ended up finding our own hotel and took a next day flight which connected to a destination 1000 miles out of our way in order to connect with our home airport. To throw salt in the wounds – that flight the next day was delayed by over an hour as well. Now, I clearly understand that weather can delay and postpone flights and I am perfectly fine with that scenario. I also am a citizen who appreciates the security controls currently in place and we always arrive two hours before to accommodate such regulations and I applaud them for making flying safer. However, when the airline waits until well after you have missed your connecting flight to give information – well that’s not acceptable. The air and attitude reflected in the personnel is clearly one of “take it or leave it”. In fact we were told at other gates that it was not their problem. Well at least we got peanuts!
The only way to change these tactics which are clearly a demonstration of a provider taking advantage of a captive market is to funnel complaints to the FAA as well as the Better Business Bureau. (Remember how you have been treated when your government offers bailouts to these companies for their internal inefficiencies as well. Yes we all know its coming!) If you have had such an experience – please pick up the pen or start tapping the keys. Flying the “friendly” skies? No thanks – think I’ll cruise! Or drive or walk!
The Best Business Skills – Hard or Soft?
Well, if you want to achieve lasting business success; you should possess both. What do we mean by hard skills and soft skills? Why are such skills so important and vital to both personal and company performance? Why are soft skills harder to develop than hard skills? Which is more important?
A good example would be as follows: Bob has a very important sales appointment with a prospect which could bring much success to his company. He has prepared diligently and has all his facts and numbers ready. His presentation is professional, well versed and persuasive. However, when his client arrives for the meeting a half hour late; Bob demonstrates his disappointment by displaying a negative and impatient attitude which undermines his presentation and leaves the client with skepticism about his ability to handle conflict and change. Bob loses the deal. All of his work and preparation (hard skills) was defeated by his lack of (soft skills) – in essence a lack of understanding and consideration.
This gives us a good opportunity to define the two: Hard Skills – are technical or administrative procedures related to the organization’s core business. They are easy to observe and quantify. It is relatively easy to teach hard skills through a formal training approach. Computer skills would be considered hard skills. Bob’s research and technical data can be interpreted as hard skills. His education and training helped him to develop those skills and he applied them in his presentation. They would also include such abilities as working with spreadsheets, operating machinery or speaking a foreign language. Soft Skills – are sometimes referred to as people skills. They are not easy to quantify and are sometimes best described as intangibles. They can include any or all of the following principles: professionalism, optimism, common sense, responsibility, sense of humor, integrity, time management, motivation, empathy, leadership, communication, good manners, sociability and the ability to teach. Although hard skills are more tangible – it is usually quite easy to identify someone with strong soft skills since they possess a natural ability to work effectively with others. While hard skills can be obtained over a definitive period of time – say through a class or seminar; soft skills can take a lifetime to develop and demonstrate consistently. Soft skills are obtained through life and personal experiences. Most people either begin to develop soft skills long before they start a career or are hindered by the lack thereof.
Everyday in business we can see how a fine balance of both is probably the best scenario. A professional who has a good technical grasp of things but still possesses good interpersonal skills will be a more effective employee both internally and externally. If Bob had applied soft skills to control his emotions and exercised more patience with his client – he would have closed the deal. So are soft skills more important than hard skills? Probably not – since demonstrating one without the other will not be an effective way of handling clients and coworkers. We have all encountered people with a great deal of knowledge; yet they seem to possess little or no people skills. We have also witnessed the other side of the equation where a person is not knowledgeable but puts on a good image and through their personality they appear confident but aren’t. The point is that the most successful professionals seem to have a balance of both soft and hard skills. They are both knowledgeable and personable. It is often said that hard skills will get you an interview but you need soft skills to get and keep the job.
Safe Boating: The Delaware LLC Way
Filed Under: Delaware, Limited Liability Company
Tags: Delaware, Limited Liability Company
When cruising or sailing the waterways of America and the world, it is quite common to see many vessels which are registered in Delaware. The reason our state has attained such a vast number of boat registrations is due to a very secure option which exists for those boat owners. A Delaware Limited Liability Company protects an individual fom personal liability for damage which can be created by the vessel or its activities. Also, the members or owners of the LLC are not typically personally liable for the LLCs debts and obligations. Sheltering the vessel under a DE LLC will generally also give privacy and tax benefits as well. We assist many clients with their LLC formations specifically for the holding of boats and yachts and many inquire as to the procedure to register the vessel in Delaware.
After some research and a phone call to the Delaware Dept. of Natural Resources (DNREC); I have compiled some basic facts which will hopefully assist those who wish to pursue such registrations in Delaware.
1.) DNREC – this is the place to start – Delaware Dept. of Natural Resources – they can be reached at 302-739-9916 or by web at: http://www.dnrec.state.de.us/fw/boatregs.htm
They are very friendly and professional and will be happy to assist with any questions or issues.
2.) State of Delaware Boat Registration Application – this is necessary to renew a boat registration in DE and can be accessed online at the DNREC site. For those registering a new vessel; typically the registration is handled by the sales agent or directly with the DNREC office. The information required to renew or register an existing vessel will include: Proper Bill of Sale and or title or certificate of origin, boat type, description of the vessel including length, hull construction, type of use, sanitation devices, method of propulsion, type of fuel and manufacturer – factory or home built.
3.) The vessel must be kept in Delaware or Delaware waters for a minimum of 60 days per year in order to maintain a valid DE registration. The DNREC officers will check the data of existing registrations and inspect dock slips and marinas to verify. Enforcement of those who are not in proper standing can result in fines and loss of registration. Obviously, all Delaware registered vessels must adhere to both Delaware Maritime Laws and U.S. Coast Guard rules and regulations as well.
4.) Fees are based on vessel size and any additional requested permits or certificates and can be reviewed online.
The Delaware LLC provides a very safe and secure shelter for boats and many other assets. If you are considering such a registration call Harvard Business Services, Inc. to file your LLC and contact DNREC for the details on the registration of the vessel. Safe boating to all!
Clarification of Foreign Qualification
The topic of Foreign Qualification needs some further clarification so our clients understand its meaning and importance. We find that there are a few false assumptions concerning operations in other states with a Delaware entity. That’s why we offer reliable information to those clients who form and file in Delaware but then operate or bank in another state or states.
Delaware may be the best state of incorporation – but this does not mean that you can simply file here and avoid other states’ compliance obligations. This is probably the biggest misperception we face and address. At Harvard Business Services, Inc. we strive to offer service and support for clients before, during and after incorporating. We offer complete foreign qualification services in all 50 states.
Many corporate activities are national in scope and they cross state boundaries with great frequency. Corporate mobility can be cause for some confusion regarding compliance. As Delaware filing specialists; we file most entities in Delaware and then advise each client as to the qualification process in their home state or state of actual operations. This process is similar in most states and involves an application process to the state government and a fee.
Delaware offers the benefit of no income taxation to those who file in our state but operate and create revenue elsewhere. In this statement we find the primary reason for the necessity of qualifying the Delaware entity in other state where the company operates, hires people or owns real estate – TAXATION. They say that there are only two sure-things in life – death and taxes. By qualifying in the states of operations the Delaware company becomes taxable in those states. All states require businesses actually operating in the state to register there and pay taxes, and most states charge penalties and back taxes when they catch companies operating within their borders without paying taxes.
The other necessity achieved through the process is one of – LEGALITY. Upon formation, the corporate entity is only legal and valid in the state of filing. This means that if the company is mobile and it desires to be recognized as legal and valid in the actual state of operations – it must comply and qualify. Failure to do so will result in undermining the primary reason for incorporating in the first place – security from issues of liability and protection to the individuals involved. In essence the company may not withstand a legal challenge in a state of operations if it has not qualified there.
Another issue addressed through qualification is one of financial concerns – BANKING. Most banks require the valid Certificate of Authority (achieved through qualification) in order to open an account to those who show record of filing outside that respective state. The bank account is the point where revenue is channeled and is considered part of a company’s operations.
Another misperception concerns companies that seem virtual in nature, such as dot coms. This group may feel that since there is no brick and mortar or physical address associated with operations – they can avoid qualifying. The answer to this issue is typically NO – again we go back to where banking and revenue trail are occurring and where the servers are actually located.
Incorporating in Delaware is the best first step for your business and will ensure a very stable and secure state of origin; however failure to realize and adhere to the compliance issues in other states will leave the company unstable and vulnerable. Harvard Business Services, Inc. is happy to support clients with the Delaware filing and agent service as well as the qualification in other states. With our expedited qualification service there will be a timely resolution to compliance issues. If you have questions concerning your home state – contact us today!
A Small Business Forecast: Let’s Try Optimism!
As I draft this blog after the epic 2010 blizzards, it becomes easy to see how challenges can make us all feel a bit “snowed in.” Thirty inches of snow will hinder even the best of plans and intentions. Much like a recession can hinder the success of many small businesses. Will 2010 be better for business than 2009?
There is much information on the web regarding the trends and concerns of small business and all seem to agree that the major issue is the economy. The top five concerns facing small business are all regarding costs. The cost of Health Care and Social Security, the cost of increased federal and state taxation and energy costs are all at the forefront. These major issues along with the other expenses of operations are still a major snowstorm for business to navigate through. Optimism will be a key to small business success.
A recent survey of businesses with 5 – 499 employees showed that business optimism is currently at a twelve month high. Most would agree that this level is at its highest point since 2007. The survey which is ongoing was conducted by the American City Business Journals. It shows 75 percent of business decision makers thought at the end of 2009 that their prospects would be better for the next twelve months. Perhaps the most positive sign was that the number who felt the overall economy is turning around jumped from 28 percent last August to 40 percent currently. However, it must be stated that the level of optimism was still overshadowed by some rather dark clouds.
The survey also showed an increase in overall concerns about business safety and survival. This is a natural reaction to a severe business climate. This is also reinforced by the high percentage of business owners who still have concerns about the overall US economy. However, another sign of optimism was clear shift of concern toward employees; 47 percent of current business owners were more concerned about finding and keeping employees compared to just 27 percent less than six months ago. That movement is typically seen as a positive trend for the whole economy since it indicates a more robust job market. A higher rate of unemployment can produce this effect as well. Seems there are almost as many negatives as there are positives.
Winston Churchill once said “I am an optimist. It does not seem too much use to be anything else.” There must be an emphasis on this type of positive thinking if small business is to survive. Just as I will have to dig out today one shovel at a time….so too will small business have to grasp a positive outlook and dig deeper to find solutions to the trials ahead. This is not a time for pessimism but a time for action. Small business should channel its focus on how to take advantage of an improving economy. Revisit your business plans, are they working or not? Measure and evaluate your customer satisfaction. Reexamine costs, personnel and equipment as well as infrastructure. Work smarter and harder and from positive energy will come success.
Will 2010 be better than 2009? Let’s stay OPTIMISTIC!
