Systems are important for business. In previous posts I have mentioned that as we have grown we have tried to find ways to improve our systems constantly so that we can continue to maintain the service levels we aim to.

Any business owner knows this can be hard.

As your business changes sometimes you don’t change enough to see it at the same time, and have to keep stepping back to check what is and isn’t working.

Recently I was lucky to be provided some feedback by one of our customers that highlighted where the system had broken down for her, and that was worth gold!

Today I experienced it (I see it lots) at another business.

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So here is something which is hard for all service businesses. Losing a customer, or customers who want to cancel their subscriptions. Remember that customers who choose to go elsewhere, or just have no need for your service anymore are not necessarily lost forever.

We recently chose to use a Search Tool called Keyword Spy to do some strategic reviewing of a campaign. We subscribed for a couple of months, which was great, and got great value out of it.

But in good systematised cost control, my Chief of Search (yes that is his title), came and said we can cancel that sub for now because it isn’t needed at present. We regularly do this as we use possibly 50+ tools to keep up with a whole bunch of areas to do with Search Optimisation and Marketing, so hibernating the ones we aren’t using at present is part of the beauty of Software (or tools) as a Service (SaaS).

That is when the problem started.

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Been sold, have the t-shirt and yes I have my new Blackberry Curve.

So not really one to get too hung up over phones it was a tough call on whether to wait and try an iPhone or not. I love the ‘play’ factor with the iPhone, but wasn’t fully convinced it was going to replace my old wee Blackberry as a functioning email device over here in Australia just yet.

If you have seen any of my odd frustrated Tweets about my slowly dying old Blackberry you would know it was time to replace or pull all my hair out. The curve site uses “Brains and Beauty” as the tag lines, of which I have few of either, so I just hoped it had enough for the both of us!

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I have been through an interesting experience this week which caught me a little by surprise. During a meeting with a prospective client to assess each others suitability to work together I had the misfortune to have to sit across the table from a successful business person who was offensive, sexist, rude and basically boorish.

No, I am not suggesting this person was unique, I have experienced a few in my time, but in this example I was caught back by his overt sexist comments in front of one of my female staff. This caught her and I off guard and we should have taken immediate action but took some time to react.

Obviously we have complained about it and advised we wish to have nothing to do with this business, and I have discussed with all of my team how we should react and handle such situations in future. Firstly remove the offended parties from the room without hesitation and immediately - then deal with the person offending.

This post is not about the actual best way to handle such a scenario as a professional business we have processes in place to deal and respond to such issues. This post is about the ignorant / arrogant behaviour that still exists, in this era, by people who have some power (real or not) to exert over others.

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I was a guest today at the official launch of the 2008/09 Queensland Leaders Program. This program is now in its second year and by all accounts has been a huge success for the participants.

In short the program supports 15 individual companies based in Qld to assist them access mentoring, capital and training to enable them to become best of breed international corporations, enhancing the business future of Queensland.

From their site- Vision:

Build the head office infrastructure and networks in Queensland

Generate economic and employment opportunities at senior management level

Further develop industry sectors around key organisations

Further develop and diversify the Queensland State economy

Increase local management skills and connectivity

Increase business investment into the State

Harness the strength & resources of our business leaders

The luncheon was addressed by the State Treasurer Andrew Fraser, and industry speakers. Notably Richard Suhr, Enterprise Lead at Google Australia & New Zealand, discussed the modern technology that matters (from a Google perspective anyway).

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