Tuesday, July 30, 2013

What are the secrets to top-notch customer service?

Crain's Chicago Business asked this question, and came up with this answer:

MASTERS OF CUSTOMER SERVICE; A 'servant's heart,' a clear vision: 5 standouts reveal the keys to transcendence
Source: Crain's Chicago Business. 35.40 (Oct. 1, 2012): p0017.
Document Type: Article

Full Text: COPYRIGHT 2012 Crain Communications, Inc.
Byline: Lisa Bertagnoli
Hire good people, treat them like family, let them work their magic with customers. Then watch the accolades--and the dollars--roll in.

If customer service is that easy, then why isn't every business in Chicago like Vive la Femme in Bucktown, which has 103 glowing Yelp reviews? Or like the Waldorf Astoria Chicago, rated the 22nd best hotel in the world? Or Fleet Feet Sports, where fitness nuts pay full retail for the newest in running shoes?

The first: focus
 
"It takes focus," says Ken Blanchard, a San Diego-based management expert and author of "Raving Fans: A Revolutionary Approach to CustomerService." "It takes focus and energy and you can't have a lot of mistakes."
By "focus," Mr. Blanchard means deciding what experience a business wants to deliver to what kind of person. "You have to set parameters for what you're trying to do," he says, and that, by definition, means not being all things to all people. There's the first secret of customer service.
The second: zeal.

Tuesday, July 23, 2013

Affordable Care Act 101 Weekly Webinar Series


The Small Business Administration has created a webinar to help small business owners understand the Affordable Care Act and what it will mean for them.    Each week, SBA representatives will walk through the key pieces of the law so that small business owners can understand the facts and make the most informed decisions they can about providing health insurance for their employees. This free series will focus on both federal and state provisions to help small business owners understand how the law will affect them. 

SBA.GOV site - U.S Small Business Administration
The Affordable Care Act 101 will take place every Thursday from now through the opening of the marketplaces in October.

Wednesday, July 17, 2013

New York Times Business Bestsellers for July 2013



July 14, 2013
This Month    Hardcover Business Books
1
LEAN IN, by Sheryl Sandberg with Nell Scovell. (Knopf.) The chief operating officer of Facebook urges women to pursue their careers without ambivalence.  (Also available as a downloadable eBook or Audiobook).
2
ELEVEN RINGS, by Phil Jackson and Hugh Delehanty. (Penguin Press.) An autobiography by the coach who led the Chicago Bulls and the Los Angeles Lakers to multiple N.B.A. championships.
3
THE DUCK COMMANDER FAMILY, by Willie and Korie Robertson with Mark Schlabach. (Howard Books.) Behind the scenes at the A&E show “Duck Dynasty.”
4
COLLAPSE OF DIGNITY, by Napoleon Gomez. (BenBella.) The head of a Mexican miners’ union describes the explosion that killed 65 miners in 2006, and his subsequent fight against corporate greed and political corruption. (Not currently available in library system.  Can be borrowed by Evanston patrons via Interlibrary Loan.)
5
RUMSFELD'S RULES, by Donald Rumsfeld. (Broadside.) Leadership lessons in business, politics, war and life, from the former defense secretary.
6
FINERMAN'S RULES, by Karen Finerman. (Business Plus.) Advice for women on making good decisions both personally and professionally.
7 * THE ONE THING, by Gary Keller with Jay Papasan. (Bard.) Narrowing your concentration and becoming more productive. (†)
8
FOR WHAT IT'S WORTH, by Les Gold. (Portfolio/Penguin.) Business advice from the Detroit pawnbroker and reality TV personality.
9
YOUTILITY, by Jay Baer. (Portfolio/Penguin.) A marketing plan to provide free, useful information as a way of building customer relationships. (†)

Monday, July 15, 2013

Have you thought about hiring an English major?

In a recent article published on Open Forum, a business-to-business website owned and operated by American Express Travel Services, Inc., contributor Bruna Martinuzzi outlines a persuasive case for hiring English majors and other holders of degrees in the Humanities.  See if you agree:

Why English Majors are the Hot New Hires

Author, Presenting with Credibility: Practical Tools and Techniques for Effective Presentations


After years of emphasis being put on math and engineering degrees, here's why English majors may be in high demand.

Years ago while interviewing an English major, I mentioned that—for many reasons—I liked hiring individuals who have a degree in the humanities. When I finished speaking, I noticed that the applicant was slightly choked up. He said, "You are the only person who has made me feel good about my degree." It's not uncommon for English majors—or anyone majoring in the humanities for that matter—to get a bad rap. Even Marc Andreessen, founder of Netscape, not too long ago said that people should get math-oriented degrees; otherwise, they will end up working in shoe stores.

We place a great value on a STEM education (degrees in science, technology, engineering and mathematics). But are the tables turning? Are hiring managers beginning to see the value that a liberal arts education—and an English major in particular—brings to the workplace? Recently, some high-profile businesspeople came out in favor of hiring English majors. Bestselling author and small-business expert Steve Strauss, for example, has admitted that "English majors are my employee of choice." And Bracken Darrell, CEO of Logitech, had this to say: "When I look at where our business is going, I think, boy, you do need to have a good technical understanding somewhere in there, to be relevant. But you’re really differentiated if you understand humanities."

Thursday, July 11, 2013

Booklist's Top 10 Business Titles of 2013

The following list was first published July, 2013 in Booklist, and was compiled by Brad Hooper.


"The economy surrounds us like a fog. Whether or not you really understand the theories and mechanics of what makes the economy work, it’s a part of all of our lives: death and taxes and the economy. Many dimensions of the ubiquity of the economy are discussed in the following excellent books, all reviewed in Booklist from July 2012 to June 15, 2013."

The Art of Selling YourselfThe Art of Selling Yourself: The Simple Step-by-Step Process for Success in Business and Life. By Adam Riccoboni and Daniel Callaghan. Tarcher,
The authors present the components of a business philosophy that they posit as the fundamental and overarching key to success, based on the sentiment that “learning how to ‘sell yourself’ is the most important skill you can have in your working life.”

Bend, Not Break: A Life in Two Worlds. By Ping Fu and MeiMei Fox. Penguin/Portfolio
As founder and CEO of Geomagic, a “3-D digital reality solution company,” Fu speaks to the need for humanity to practice love in business relations in order to avoid inflicting pain on future generations.

The Betrayal of the American Dream. By Donald L. Barlett and James B. Steele. PublicAffairs.
The authors address key elements in the betrayal of the American dream (including globalization, outsourcing, and taxes) and offer suggestions for reversing them, including fair trade and progressive tax reform.  (Also available as a downloadable eAudiobook.)

The Click Moment: Seizing Opportunity in an Unpredictable World. By Frans Johansson. Penguin/Portfolio.
Consider this book the millennial response to carpe diem, along with pretty explicit instructions on taking advantage of Lady Luck; Johansson emphasizes following one’s curiosity to reach personal momentum and high intensity levels.

Wednesday, July 10, 2013

Startup Institute Chicago


[From the Chicago Tribune, July 09, 2013|By Wailin Wong | Tribune staff reporter]

A new program for training startup employees is launching in Chicago this fall, joining a growing collection of local resources seeking to match talent with growing technology companies.

Startup Institute was founded last year in Boston at TechStars, a startup bootcamp with locations across the country, including Chicago. Co-founder Katie Rae, managing director at TechStars Boston, said officials realized that "most founders and early-stage startups are strapped for time and don't have time to train people," especially new employees that lacked prior experience at entrepreneurial ventures.
To address the training gap, Startup Institute offers an eight-week intensive course in one of four tracks: marketing, software development, product and design or sales and business development. The program is now accepting applications for its inaugural Chicago class, which will start in October with about 60 students. Startup Institute has so far graduated three classes in Boston and has kicked off its first New York class.


Monday, July 8, 2013

Bloomberg's Recommended Business Books, June 14, 2013 (Part 2)

End This Depression Now! by Paul Krugman (Norton). The Princeton economist makes his case for more government spending and less austerity. You can almost hear his teeth gnash as he takes on the “Austerians.” (Also available as a downloadable audiobook.)

Engines of Change by Paul Ingrassia (Simon & Schuster). Ingrassia, who shared a 1993 Pulitzer Prize for writing on management turmoil at General Motors Co., presents a quirky history of American culture as seen through 15 cars.

Finance and the Good Society by Robert J. Shiller (Princeton). The influential Yale University economist argues that finance, for all its manifest failings of late, remains a force for good in society.

Financial Turmoil in Europe and the United States by George Soros (PublicAffairs). This is a compilation of op-ed articles that the billionaire investor wrote as the euro crisis boiled up. As a retread, it displays Soros’s knack for assessing market linkages and psychology on the fly.

Getting It Wrong by William A. Barnett (MIT). Poor monetary data were a root cause of the financial crisis, argues Barnett, a University of Kansas economist and former Federal Reserve Board staff member.

Hedge Hogs by Barbara T. Dreyfuss (Random House). Brian Hunter’s out-of-control trading in the natural-gas market led to the collapse of Greenwich, Connecticut-based hedge fund Amaranth Advisors LLC. Dreyfuss does a great job of providing the historical context.

The (Honest) Truth About Dishonesty by Dan Ariely (Harper/HarperCollins). We like to think of ourselves as honest. Yet experiments show that we all cheat, says the behavioral economist. (Also available as a downloadable audiobook.)

The Hour Between Dog and Wolf  by John Coates (Fourth Estate/Penguin Press). During his 12 years at Goldman Sachs Group Inc. (GS), Merrill Lynch & Co. and Deutsche Bank AG, Coates began to wonder whether testosterone and other hormones were impairing the judgment of traders -- and fueling bubbles and busts. So he retrained as a neuroscientist and conducted tests on trading floors. He synthesizes his findings in this highly speculative and absorbing book.

The Idea Factory by Jon Gertner (Penguin Press). A rich history of Bell Labs, a hothouse of 20th-century innovation.

Lean In: Women, Work and the Will to Lead by Sheryl Sandberg (Knopf). The Facebook executive offers advice to women, urging them not to pull back from career challenges years before having children. (Also available as a downloadable eBook and as a downloadable audiobook.)

Luck by Ed Smith (Bloomsbury). Serendipity molds everything from sports to politics and finance, argues the former cricketer.(Not held by Evanston Library, or any library in the consortium.)

A Nation of Deadbeats by Scott Reynolds Nelson (Knopf). The U.S. was founded by bankers who used their political connections to make lots of money. Sound familiar?

The New Geography of Jobs by Enrico Moretti (Houghton Mifflin Harcourt). A persuasive look at why some U.S. cities have prospered in recent decades while others have declined.

Octopus by Guy Lawson (Crown). Hedge-fund manager Sam Israel, who faked suicide in 2008 to escape a prison sentence for running a $450 million Ponzi scheme, was himself the victim of a con artist.

Other People’s Money: Inside the Housing Crisis and theDemise of the Greatest Real Estate Deal Ever Made by Charles V. Bagli (Dutton). Buying Stuyvesant Town/Peter Cooper Village was an ill-advised deal for Tishman Speyer and BlackRock even before the financial crisis. Bagli recounts the horror story with clarity and authority.

Plutocrats by Chrystia Freeland (Penguin Press). “Being self-made is central to the self-image of today’s global plutocrats” Freeland says. “It is how they justify their luxuries, status and influence.”

The Power of Habit by Charles Duhigg (Heinemann/Random House). Dipping into neurological case studies, Duhigg explores how our brains form habits and how we can change them. Examples range from murderous sleepwalkers to Goldman Sachs.  (Also available as a downloadable eBook, as a downloadable audiobook, and on CD.)

The Price of Inequality by Joseph E. Stiglitz (Allen Lane/Norton). Economic growth and democracy suffer when the top 1 percent of Americans earns a fifth of the country’s income and controls more than a third of its wealth, the Nobel Prize-winning economist says.

Red Ink by David Wessel (Crown Business). The Wall Street Journal economics editor presents a slim primer on the people and politics driving the U.S. budget war. (Also available as a downloadable eBook.)

Wait by Frank Partnoy (Profile/PublicAffairs). From F-16 pilots to speed traders, the best performers are those who learn to delay their responses, argues Partnoy, a former Morgan Stanley (MS) banker. (Also available as a downloadable eBook, and as a downloadable audiobook.)

What Money Can't Buy by Michael Sandel (Allen Lane/ Farrar, Straus and Giroux). The Harvard University professor who wrote “Justice” explores the moral limits of markets in civil society, from baseball to death bonds.

White House Burning by Simon Johnson and James Kwak (Pantheon). A survey of how the U.S. government, ignoring Alexander Hamilton’s precepts, piled up more than $15 trillion in debt.

Winner Take All by Dambisa Moyo (Allen Lane/Basic). China has embarked on a “commodity crusade,” making it the pre-eminent buyer of resources ranging from metals to food, says the former Goldman Sachs banker. The result may be “famine, conflict and worse” for everyone else in the decades to come.

“Why Nations Fail” by Daron Acemoglu and James Robinson (Crown/Profile). Why do some nations prosper while others remain mired in poverty? The answer lies in politics, the two economists argue in this compelling and readable study.

Wednesday, July 3, 2013

Illinois SBDC/Duman Entrepreneurship Center



The Illinois Small Business Development Center (SBDC) at the Duman Entrepreneurship Center knows that by helping small businesses launch, expand and improve their profitability, they are also helping them create jobs in the Chicago area.  And that helps everyone. That’s why they offer support and educational training programs for all entrepreneurs, including veterans, ex-offenders and even home-based businesses.

Some upcoming events:


Financing Your Small Business with SBA-Backed Loans, presented by Celtic Bank 


Tuesday, July 16, 3:00 p.m. - 5:00 p.m.
Come learn about the SBA-backed loans that Celtic Bank offers to help you grow your business:  Whether you are a looking for a Patriot, Export, Small Loan Advantage II, Express, or other type of SBA loan, Celtic can help.

Harold Washington Library, 400 S. State Street

Lower Level, Multipurpose Room A and B, Chicago, 60605
FREE.  Register here.


Tuesday, July 2, 2013

Bloomberg's List of Best Business Books, June 14, 2013 (Part 1)

Here’s a partial list of Bloomberg.com's recommended business book titles, as of June 14, 2013:


After the Music Stopped: The Financial Crisis, theResponse and the Work Ahead by Alan S. Blinder (Penguin Press). Blinder, a former vice chairman of the Federal Reserve, proves adept at making accessible the complex events leading to the financial crisis and the ways in which policy makers responded.

Antifragile: Things That Gain From Disorder by Nassim Nicholas Taleb (Random House). The author of The Black Swan returns with a book about thriving amid disorder. He focuses on systems that aren’t resistant to stress but actually profit from it. The human body, for example, gets stronger with the stress of exercise, weaker with indolence. Also available as a dowloadable eBook or AudioBook,

Are You Smart Enough to Work at Google? by William Poundstone (Little, Brown). A guide to brain-bending interview questions asked at Google and other innovative companies. “You are shrunk to the height of a nickel and thrown into a blender,” one begins. What do you do in the 60 seconds before the blades start whirring?

The Art of the Sale by Philip Delves Broughton (Penguin Press/Portfolio). The journalist who brought us
“Ahead of the Curve,” a chronicle of how he earned an MBA at Harvard Business School, uncovers the dark arts of sales -- a discipline absent from the HBS curriculum.

Bailout by Neil Barofsky (Free Press). The former special inspector general policing the $700 billion Troubled Asset Relief Program lifts the lid on the U.S. Treasury and settles scores in this angry yet illuminating memoir.

The Battle of Bretton Woods by Benn Steil (Princeton University Press). This masterful account dismantles the idyllic picture of the 1944 Bretton Woods international economic conference, situating it firmly in the tense atmosphere of the final months of World War II.

The Billionaire’s Apprentice by Anita Raghavan (Business Plus). The Galleon Group insider-trading scandal involving Raj Rajaratnam and Rajat Gupta featured arrogance, greed and, ultimately, prosecution. To Raghavan, that’s a sign that Indian-Americans have finally arrived.

The Buy Side by Turney Duff (Crown Business). A memoir by a former Galleon Group trader details his drug and alcohol-fueled implosion while providing a timely window into sleazy practices that have become the focus of federal prosecutors.

A Disposition to Be Rich by Geoffrey C. Ward (Knopf). Ferdinand Ward, the Bernie Madoff of the Gilded Age, comes to life in this elegant and perversely fascinating biography of the swindler who ruined Ulysses S. Grant.

Down the Up Escalator: How the 99 Percent Live in theGreat Recession by Barbara Garson (Doubleday). Garson writes less about the terrible things that have happened to Americans since the crash than about the resigned/resourceful ways they’re coping.