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Thailand Fights Caller ID Spoofing by Scammers

You may have heard of phishing – the fraudulent act of sending out emails, which pretend to be from a reputable company, in an attempt to obtain personal information such as bank account details, social security numbers, or credit card details. But you may not yet have heard of vishing. Vishing or voice phishing is a similar type of scam but using telephone calls rather than emails, in an attempt to dupe unsuspecting victims into giving up money or confidential information. The practice is becoming common all over the world and has seen excessive activity in some countries, such as Thailand.

After a recent revival of vishing scams in Thailand, some of the country’s top Telecommunications companies have been instructed to jam 50 phone numbers which have repeatedly been used by fraudulent callers to con their victims out of money. The service providers have been allowed just eight weeks to devise a system to prevent caller-ID faking using Voice over Internet Protocol (VoIP).

The mandate was issued in January 2018 after a meeting was held between the Royal Thai Police, the Thai National Broadcasting and Telecommunications Commission (NBTC), and the Anti-Money Laundering Office (Amlo), as well as six major Thai telecom service providers. According to Thai authorities, the groups agreed on several strategies to protect consumers from transnational vishing gangs who have been using VoIP networks.

The groups of scammers have been trying to dupe their victims by using numbers that belonged to courthouses, police stations, and post offices. They were making the calls from VoIP networks and using software to conceal the original caller ID. The number that the recipient sees is a fake number.

The scammers pretend to be state officials, police officers, or bank clerks. They make false accusations against their unsuspecting victims about debts or drugs to try to intimidate them into giving up money or their personal information.

Though the six telecom companies have been ordered to block the scam numbers, they must also come up with a more permanent solution. Their answer is to create a system which will maintain a record of all calls made using VoIP networks and to detect the caller’s real identity. This system is supposed to be in place by the beginning of April 2018. Henceforth, all incoming calls using the VoIP network mush show their real caller ID so that people who receive the calls can verify them. Within two months, the whole system will be completely upgraded, and gangs using fake numbers will no longer be able to operate.

The six Thailand telecommunications providers involved in the task force are Triple T Broadband (3BB), CAT Telecom, TOT, Total Access Communication (DTAC), Advanced Info Service (AIS), and True Move. So far fifty numbers have been logged as being used to scam victims. Since December 2017, eleven Thai victims were conned out of a total of 8 million baht. Thai authorities were able to retrieve 1.6 million baht from the scammers and return it to the victims.

How the Thai Vishing Scams Typically Work

The scammer, posing as a bank employee or police officer informs the call recipient that he or she is suspected of having committed a money-related crime, such as laundering money. The scammer then asks the victim for information to verify their innocence and instructs them to go to an ATM to perform a “checking procedure.” The scammers tell the victim that the procedure is to prevent them from having their bank account frozen. However, the procedure results in the victim unwittingly transferring money into an account set up by the vishing gang.

The police warn that the gangs frequently change their tactics. Some of the more recent scams have involved the use of forged arrest warrants. The police have issued more than 200 real arrest warrants for members of vishing gangs, and so far, 162 perpetrators have been arrested.

In a related incident, the Thai police have been investigating several commercial banks after a 24-year-old Thai woman, Nicha Kiartthanapaiboon, allegedly had her identity stolen. Ms. Nicha reported that identity thieves used her ID card to open nine accounts within seven different banks. The scammers used the account to handle money which was obtained through a call center scam. Ms. Nicha was charged in connection with the crime, although she maintains her innocence. Thai authorities are investigating the commercial banks where the accounts were opened to assess if the financial institutions were negligent in following the proper authentication processes. If the banks are found to have flouted the rules, they can face fines of up to 1 million baht.

The New Wave of Vishing Scams

No matter what country you live in, you can still be targeted by vishing scammers. It is important to note that this type of scam is becoming more and more sophisticated. These days just by answering a scammer with a simple “yes,” can lead to unwanted subscription charges, call charges, and sign-ups that will be billed on your next monthly bank statement. The best way to avoid becoming a victim of caller ID spoofing is to know what to look out for so you can avoid giving your personal information to the wrong people.

How to Catch a Vish

Vishing scammers often offer services, products or fake prizes which are grossly exaggerated, before asking for your personal information to get money out of you. Red flags include:

  • An offer from a company you do not do business with, or you have never heard of
  • A notification that you have won a prize from a competition you did not enter
  • Assurance of unrealistic returns on your money
  • Pressure to make an immediate decision or to follow instructions such as:
  • Give money
  • Give up personal information
  • Give banking details
  • Give information about your business
  • Threats (such as fines or legal action) if you fail to provide the information requested
  • Unprofessional manner or language
  • Unsolicited calls with offers to help you with unpaid taxes or other debt

You can find out more about vishing, phishing, and other kinds of scams at the Federal Trade Commission (FTC).

Vacation Days and Productivity in the U.S. vs. Other Countries

Paid Vacation Days in the United States

The United States is the only developed country in the world where paid time off is not required.

Yes, you read that correctly. Though the average American takes off about ten days off per year, none of them are actually required by law. While The Fair Labor Standards Act (FLSA) does offer standard benefits such as basic wages and overtime pay, it does not entitle employees to paid time off. Not for vacations, not for holidays, and most disturbingly, not for those facing any illnesses.

Instead, employers have the option to make individual contract agreements between themselves and their workers. However, this tends to be problematic for a number of reasons. For example, under this system, two employees with the same amount of job experience can still have an unequal amount of paid leave. This opens the door to favoritism or prejudice. More than that, many people will often avoid using their paid vacation out of fear of losing their job.

U.S. Federal employees have situations that prove to be a little better than the rest of the country. Depending on seniority, the government offers a standard amount of time for vacations and breaks. In addition to that, they are all given time off for ten federal holidays a year.

Americans have been proposing Congress mandate a solution to this dilemma for years, suggesting a minimum of at least two weeks. However, experts agree it’s just not likely that this will be resolved in the near future.

Paid Vacation Days in Other Countries

In contrast, every single country in the European Union, including Sweden, Italy, and France, have at least four mandatory weeks of paid vacation a year. There are differences based on individual government mandates. However, countries that rank the highest in terms of satisfaction are generally in these areas. Here is a breakdown of some of the other more successful ones:

New Zealand: 30 days off
Italy: 30 days off
Belgium: 30 days off (after they work for their employer for at least one year)
France: 31 days off
Spain: 34 days off
Germany: 34 days off
Portugal: 35 days off
Austria: 35 days off

Austria wins the prize for the most amount of time off, with 13 paid holidays and 22 paid vacation days. Additionally, if a person has at least 25 years job experience, they are entitled to more.

There are other ways international businesses are attempting to make improvements for workers. For instance, France has had a 35-hour workweek since the year 1999. Recently they have introduced new legislation that encourages employees to turn off their work phones and avoid emails during their time off.

Sweden is also considering shorter working days for their residents. It is reported that their 6 hour work days could make people happier and healthier than ever.

Finally, other countries desire to take parental leave more seriously. While the U.S. offers no mandatory parental leave, Denmark provides nursery care for all citizens so that mothers and fathers alike can have a better work-life balance. New parents are given one year of paid leave after they have a child, or if they have adopted a child. Finland has also made it a law that parents of smaller children are able to use subsidized child care centers.

Vacation Days Directly Linked to Productivity

So what is stopping the United States from adopting these same laws and ordinances for citizens? It could be that employers fear that time off equals more expenses they simply cannot afford. This is especially true for smaller enterprises and startups trying to compete with much larger organizations. Some offices would need to hire replacements or have employees work overtime to make up for that “lost” time. But hundreds of studies prove that workers are overall more productive with increased vacation time.

In a study by the Society for Human Resource Management (SHRM) for Project: Time Off, HR managers believe that taking vacation time leads to greatly improved performance (75%) and better job satisfaction (78%). In other words, vacation gives a person the chance to “recharge their batteries” and mentally rest from their job. When they finally return to their desk, morale (and overall productivity) is improved.

Time away from an office setting also gives people a chance to tap into their creative side. This is especially important for those who frequently face complicated challenges at work. Rest can stimulate new ideas to solve old problems by helping individuals gain new clarity. It is an excellent way to refresh or renew motivation.

The Case For Businesses to Invest in Paid Vacations

It’s not just the employees who stand to gain from mandatory paid vacations in the United States. Organizations will also see long-term advantages. When they invest in time off for their workers, they see the results in terms of work quality after they return. Not only that, there are a lot of cost savings involved.

How does this work? Employees tend to feel more valued when offered a certain amount of time away from work. Organizations with happier workers will see less turnover. A high turnover rate incurs high costs. Every time you lose an employee, Human Resources must spend time with the process of interviews, onboarding, and training. This takes up not only time but also money. In fact, every time a business replaces a salaried employee, it actually costs them, on average, 6 to 9 months of that person’s salary. So even if that person was making only $40,000 per year, a business stands to lose at least $20,000 in resources.

When employees have the flexibility of paid vacation days, they are much less likely to “call in sick” at the last minute unexpectedly. They feel more empowered to take care of themselves and their personal needs in their own time.

Finally, paid time off gives employers a strategy to attract more experienced workers. For example, a company offering a standard three-week vacation will help you recruit the best and the brightest in the industry, especially if a competitor only offers ten days.

International Forwarding for Google Voice and Skype

If you’re someone who frequently travels overseas, particularly for business, you are probably familiar with the complications and expenses of your mobile service provider’s international roaming and data charges. While you might be able to disconnect when you’re taking a relaxing vacation, these days when you’re traveling overseas for business, having access to a reliable communication network is essential. Being disconnected during the middle of a business call is simply unacceptable. The problem is, most mobile service providers realize this so they hike up their fees for international plans. However, don’t think you don’t have other options. You don’t have to bust your budget to stay in touch when you’re abroad; the internet offers a couple of very affordable and efficient alternatives.

google voice

What are Google Voice and Skype?

Google Voice and Skype are both VoIP (Voice over Internet Protocol) phone services. As such, they send and receive calls via the internet between people who are on the same platform or between the platform and a landline or mobile phone.

Google Voice

When you sign up for a Google Voice number, you will be able to make and receive calls from within the Gmail platform. This service is also integrated with Google Hangouts. You can also send text messages from within Gmail, and it won’t cost anything. Here’s a rundown of Google

Voice features:

Video chat: this is available only with Google’s plug-in installation called Voice and Video Chat.

Free international calling: this service is not included.

Unlimited domestic calls: this service is available.

Single platform integrated voice, video and IM: this is not available in a single platform; you have to add Google’s Voice and Video Chat plug-in.

  • Free SMS: only domestic SMS is free.
  • Free voicemail: available.
  • Free voicemail transcription: available.
  • Free call recording: this is available for incoming but not outgoing calls.
  • Free call blocking: this is available.
  • Free individual phone number: this is available.
  • Requires a phone plan: You do need a phone plan to use Google voice, though you may use Google Voice and Video Chat for free if you are connected to the internet.
  • Free group video chat: This is available but only on Google+ hangouts.
  • Place 911emergency calls: this is not available.
  • The corporate version of this service: this is not available.

Skype

Skype is one of the most widely used VoIP platforms in the world, and it has been widely popular for almost a decade. Though there were other means of chatting and communicating over the internet before Skype, this platform really changed global communication for the better.

Skype has made it easy and affordable to communicate with others all over the world with the easiest access. It’s simple to use and offers a user-friendly and cost-effective way to stay in touch with family, friends, and colleagues, wherever you are in the world and whenever you are traveling overseas. You can use Skype on your Mac, PC, iPhones and Android devices. You can connect with other Skype users via the internet for free. If you are calling a landline or a mobile number there are varying fees depending on the location you are calling.

  • Video chat: Skype allows video conferencing.
  • Free international calling: only direct calls from one Skype user to another are free.
  • Unlimited domestic calls: you may make domestic calls for free from one Skype user to another, but you will have to pay for a Skype subscription to make calls to landlines and mobile phones. The rate will be charged per minute and will depend on the country you are calling.
  • Single platform integrated voice, video and IM: this is available.
  • Free SMS: you must purchase credits to send text messages. The rate will vary depending on the country you are sending to.
  • Free Voicemail: available.
  • Free Voicemail transcription: this will cost you 25 cents/ message.
  • Free call recording: this is not available.
  • Free call blocking: available.
  • Free individual phone number: in the U.S. you may purchase a number for a three-month period for the price of $18. The Skype Premium plan also allows users a 33% discount for three months on their numbers and a 50% discount for a year.
  • Requires a phone plan: this is not necessary because you can connect via the internet.
  • Free group video chat: this is not available. In order to have group video chats, you must subscribe to Skype Premium. The cost will vary depending on your country.
  • Place 911 emergency calls: this is not available.
  • The corporate version of this service: to obtain this you must purchase a subscription to Skype for Business. The cost will vary depending on the size of your company. This version features group calling, less expensive calls, contact with non-Skype customers and, collaborative functions.

International Number Forwarding

Google Voice offers free number forwarding using (Public Switched Telephone Network [PSTN] integration). Skype users have the option of call forwarding with certain paid subscriptions. However, if you wish to take advantage of international number forwarding, you will need to purchase a virtual international number from a third party and have the calls routed to your Google Voice or Skype number.

What is International Virtual Number Forwarding?

A virtual phone number is not like any other phone number. International number forwarding is most often used to forward calls to businesses overseas. As such, a virtual number is more of a redirect route which passes through a service, rather than an actual phone number. International forwarding allow you to connect with overseas customers without having to change your main contact number. It allows customers from all over the world to contact you via a local toll-free number, providing you with a virtual presence all over the world. This method is advantageous because it facilitates global communication and gives overseas customers confidence in your company and your brand.

No matter where in the world you are trying to reach out to, international forwarding will allow you to offer a toll-free number for clients to reach you, eliminating their need to use confusing international dialing codes and pay expensive international calling fees. Not only will you build your global presence, but you will also seem like a local company in many different countries.

Working in Different Time Zones

As more and more companies expand globally and source employees from around the world, working in different time zones is becoming increasingly common. Working with clients and employees in different time zones can be a challenge. It also requires making some changes to the way you think about conducting business. If you’re new to international business, this may take some time to get used to, especially when it comes to remembering everyone’s current time zone. Here are some tips and tools to help.

Benefits of Working in Different Time Zones

Multinational companies and large enterprises often have office bases in more than one country or location. This helps them grow their geographic coverage and sell to more customers across the globe. Even small businesses are trying to break out of geographical boundaries and increase international sales. So, why work across multiple time zones? Here are some benefits of expanding your company and working in different time zones:

  • Grow as an international business.
  • Establish a local presence for your business in multiple locations.
  • Improve business awareness and visibility.
  • Make it easy for global customers to connect with your business for sales or assistance.
  • Adopt a Follow the Sun model for global customer support.

Tools for Working in Different Time Zones

There are many services and tools available to make it easy for businesses to work across time zones and countries. These services and tools help improve communication, productivity, and collaboration:

  • Call forwarding and time-based routing to route customer calls coming from across the time zones.
  • Time zone trackers (more on this below) to be aware of different time zones.
  • Virtual voice and video communication tools to communicate effectively.
  • Project management software to track projects and tasks and support team collaboration.
  • Customer relationship management systems (CRMs) to keep track of customer information.

Besides using these tools and services, what can your business and teams do to make working in different time zones easier?

Working in Multiple Time Zones: Best Practices

Let’s looks at the best practices you and your teams should pay attention to when working across different time zones and dealing with global customers:

1. Mind the Time

Make the most of the clock features on your mobile phone or tablet. If you have employees or clients in multiple geographic locations, set up a world clock for each of them so you can see at a glance what the time is wherever they are.

2. Set Time Zone Boundaries

Each time you begin working with a new employee or client in a different time zone, discuss issues that may arise because of time differences. This is particularly important when arranging meetings, setting deadlines, and any other time-sensitive communications. You will need to decide whether to book the dates and times in your zone or theirs.

3. Be Considerate Of Time Differences

If you’re working with clients or employees in a time zone that is very different from yours, show some consideration. Don’t book meetings or set deadlines that are very early in the morning in their time zone unless they specifically request that. Bear the same thing in mind when you are texting or calling people.

4. Keep Communication Channels Open

If you are rarely going to meet with your clients or employees in person, it’s important to maintain regular communication. Otherwise, they will begin to feel left out of the loop. Schedule a Skype or Facetime call now and again so that your communications don’t become too depersonalized.

5. Offer 24/7 Customer Support

If you own an online company and provide products, services, or both and your reach is global, your customers will need 24/7 access to your customer service team. If you’re a small business and don’t have a call center, an easy and affordable way to get around is with international call forwarding. You can give your customers virtual, toll-free international numbers that are local to them, and the calls will be forwarded to the number of your choice at various times of the day.

Related: 5 Ways to Leverage Time-Based Routing for Global Expansion

6. Maintain Realistic Boundaries

Although it may be dinner time in your time zone, it might be breakfast time in your client’s region. Although you may be gung-ho about working 24-7, not everyone else can handle that kind of rigor, especially if they are part of a different culture. Remember that your employees and clients may have family responsibilities, and it is important to be reasonable with your expectations.

Tools for Managing Time Zones

Here’s a rundown of some tools and apps that can help you manage time zone differences.

World Clock Meeting Planner: Things can get tricky when you’re trying to schedule a meeting with three different people, each of whom is located in a different time zone. But it doesn’t have to get too confusing. This tool will let you pick a date and plug in your location and the locations of your clients. The app will then generate a series of suggested times that may be feasible for your meeting. It even color-codes the times into sleeping, non-working, and working hours to clearly find a suitable time for everyone involved.

Spacetime.am: Slack has become one of the most popular cloud-based collaboration tools available today. If you are one of the 3 million users, you might want to add Slack bot Spacetime.am to benefit your whole team. Each member of your group can add their location and schedule their work hours so everyone can see who is available online, when, and for how long. This tool also allows you to arrange meetings and automatically adjust the time zone to suit each user.

World Time Buddy: This tool has a three-fold application; it converts world clocks and time zones and can schedule meetings. You can plug in numerous locations, and each time you revisit the site, they will load up. The neat color-coding system helps you keep track of business hours and where they sync.

Every Time Zone: If you’re looking for a tool that can keep track of your time zones with a pleasing and easy-to-use overlay, this is the one. Wherever in the world you and your clients are, Every Time Zone makes it easy to see the location and the time and how they correspond.

Time Zone Converter: When you need a simple tool that quickly converts the time across any time zone, this is a great choice. It’s a great app for people who are constantly making business trips all over the world.

24 Time Zones: This app’s colorful interactive world map makes it easy for users to see where in the world it’s time for business and where it is nighttime. Just click on a city to see the time there.

Time.is: Designed for time zone management, this tool displays the atomic clock, which can be set for any time zone in the world. Other useful graphics accompany the clock. It’s also a good app for telling if your computer’s clock is slightly off.

Time Zone Abbreviations: Are you familiar with AEDT (Australian Eastern Daylight Time), CAT (Central Africa Time), and PYT (Paraguay Time)? Time zone abbreviations can be confusing, especially when you come across one you haven’t seen before. This tool provides a list of all of them, so you can easily look them up and avoid confusion. Now you won’t get mixed up between British Summer Time and Bangladesh Standard Time.

With more than 24 global times zones, it can be difficult to keep up with everyone if you’re conducting business internationally. Following these tips and using the suggested tools can help you keep your time under control.

To Conference or Not to Conference – That is the Question

Being active in your trade involves quite a lot these days. Pursuits such as continuing education and constant networking can really take a toll on the average professional, and conferencing may seem like one of these time-consuming activities. However, when done the right way, participating in regular conferences offers a return on your investment that makes it ultimately worthwhile.

A conference – also known as a trade show, seminar, or convention – often seems like a waste of time and resources. This is especially true if you spend a few days out of the office and shell out revenue for plane tickets, hotel reservations, and meals. Sponsors of conferences also set aside budgets for marketing materials. But you should know that if you have attended conferences in the past and have seen little to no results, you might be attending the wrong types of conferences. Read below to learn how you can purposefully choose a trade show to reach your business goals.

Choosing the Right Type of Professional Conference

There are many different types of events out there, and millions are planned on an international level every year. Workshops, for instance, are focused on educating professionals, while a consumer show is open to the general public. Not every event will be beneficial for your company, however. Here’s a list to guide you through the decision-making process.

  • Business goals – Before you begin searching for events this year, ask yourself these questions: “What do we want to get out of this conference? What are our goals?” For instance, you might be looking to generate new leads or meet new vendors. By keeping your ultimate goal in mind, it is easier to pick which will be best for you.
  • Cost – Add up the total cost of attending the event, and then consider your potential return on investment. If gaining just one or two new customers covers your cost, then it might be worth your time to go.
  • Attendees – Who is your target audience, and will they be in attendance at the event? For instance, if you are only looking to meet C-level executives, then an academic networking event is not necessarily the best fit.
  • Speakers and topics – Make sure that any topics covered are relevant to your field. It won’t do you much good to attend an accounting seminar if you’re in the auto industry.
  • Networking opportunities – Some conferences will have events specifically for down time and social activities. You need to decide whether or not these can be used as time for connecting with other professionals.

How to Prepare for a Professional Conference

Even if a conference lasts through a long weekend, it can still fly by pretty quickly. This is why planning everything ahead of time is absolutely essential.

This includes making the right travel arrangements. Consider reservations for hotel rooms, rental cars, and transportation. Sometimes conferences will give you a discount on specific vendors, so it doesn’t hurt to give them a call and ask. Because there will be hundreds of other attendees, you want to make sure you have all the accommodations in place beforehand. Otherwise, you will waste valuable time.

Right before you travel, gather all of the necessary travel documents and confirmation numbers. These should all be in one place for easy access. This is especially true when traveling with a team of other people.

Pack accordingly. Since you will be on your feet for most of the events, bring a pair of comfortable shoes for walking in. If the weather is cold, bring a few layers of clothing. Extra phone chargers and small snacks also come in handy. Just be sure to make a list of everything that needs to travel with you so you won’t run into surprises if something necessary is forgotten.

When it comes to the actual seminars, are you prepared to promote your business? This is a very common mistake for conference attendees. When a potential customer is interested in your products or services, and you don’t have anything to show them, this can cost you revenue in the long run. Instead, print out additional business cards and marketing materials like brochures (if relevant). Most companies order promotional items like keychains and pens ahead of time. Keep business cards with you at all times, because you never know when you will run into a new opportunity.

By the way, don’t forget to follow up with new connections as soon as the conference is over! Gather their workplace email, phone number, and website if possible. There are many opportunities to sell to a potential lead by offering a special discount simply because you met in person at a seminar.

How to Make the Most Out of a Professional Conference

Gain visibility with active participation. Become a presenter, facilitator, or volunteer for just a few hours. Organizers are always looking for an extra set of hands to help. This is a proven way to strengthen professional relationships and get in front of your target audience.

Our next tip is to make sure to choose the sessions that will benefit your business the most. There are many different types of sessions, ranging from skill-building to simple meet and greets. Each type of event will have a host of different attendees, so plan your time wisely. Ideally, your agenda should be fairly full. However, if you need to take a quick break away from the crowds, plan a time for rest during the “less busy” hours of the conference.

Finally, participate in the conference through popular social media channels. Major attendees and speakers will already have Facebook, Twitter, and LinkedIn accounts, so you can follow and connect with these accounts before the conference even begins. Have your social media coordinator write about the event and make several announcements about your attendance. This helps build excitement for the event.

Additionally, conferences should have a designated hashtag that everyone can use. For example, this year’s popular Consumer Electronics Show (CES) has the official hashtag #CES2018. Be sure to take plenty of photos and use this hashtag when you post them. Hundreds (or even thousands) of people will potentially view the hashtag, so your account will most likely get noticed!

The Importance of Effective Project Management

Companies of all sizes should know the importance of proper project management. As C-level executives become busier than ever and deal with the many responsibilities of leadership, funding, and keeping investors happy, they simply do not have the energy or space to handle projects on a working level. However, they do hire managers for a range of tasks and get the job done.

 

The ultimate goal of a dedicated manager is to oversee a project from the very beginning to the end. Managers measure and identify the right requirements, establish clear goals, and ultimately help the business succeed.

Resource Managing

“Resources” is a broad term. This can include anything from the number of people working on a project to the set of tools you use to complete it. Ideally, project managers will already know which of the company resources are at their disposal and how to use them. When resource management is done the right way, nothing is ever wasted.

Managers should also know not to “overspend” on small projects. For instance, if a team spends company overtime attempting to complete an unimportant task; this ends up being wasteful in a variety of ways. They guide not only their own resources but an employee’s resources as well. Here are just a few other examples of areas that suffer:

  • Financial resources, such as cash
  • Software, hardware, or any technical tools needed
  • Equipment or machinery
  • Property, such as a land, or a building site

If a team member needs additional help, resources, or does not know how to complete a task on their list, it is the manager’s responsibility to provide what they need. For instance, a workspace, computer, and general office supplies.

Alternately, managers should have enough experience to know what puts a project at risk. So if something goes awry, managers know how to manage expectations and change timelines and resources accordingly. This allows them to anticipate potential issues before they ever occur. This is seen as a proactive process rather than a reactive one. The difference is that you’re preventing fires, not constantly putting them out.

Employee Managing

It’s not just the actual project that needs overseeing. Higher level managers keep people and teams united and focused on the same goals. This is because conflict between individuals can truly kill productivity. Those with previous managerial experience, no matter the industry, will tell you that the most effective ‘best practices’ will include communication between team members as well as clear milestones and defined roles.

Great managers know how to encourage others to collaborate, share, and engage in teamwork. This is a cornerstone of making sure everyone is on the same page. However, one of the most difficult aspects of being a project manager has to do with keeping people accountable. When a task is not completed on time, or an employee is constantly showing up late, this may negatively affect other individuals’ tasks, perhaps derailing the project altogether. And when a project fails, the manager must accept full responsibility.

A true leader also provides a vision for every team member. If employees work on tasks without knowing anything about the “big picture”, there’s little to no motivation for them to do their best.

Give them the right information on why they are doing the work to give them better focus, as well as excitement for its successful completion. Along those lines, managers can offer incentives for completing work before the deadline. Gift cards from a local restaurant, for instance, is an excellent way to show appreciation.

Client Managing

Even if managers are not doing much of the actual legwork themselves, they should still be familiar with the many talking points of a project. Communication is key here. Managers must be able to update other key players about resources, budgets, the timeline, and more. Those involved could include:

  • Employees
  • Vendors
  • Stakeholders
  • Clients
  • C-level Executives
  • Human Resources (HR)
  • And Others

Since there are many individuals involved, it’s best to have managers be the assigned “point” person so there is no confusion. In fact, it’s a common practice for those on this list to “check in” to ensure the company’s goals are being met. And while they don’t always need every detail, it’s still necessary to provide a thorough rundown when needed.

Client managing is one of the most vital parts of the lifecycle of a project. Managers can set the right expectations with regular phone calls, meetings, or email so they stay up to date.

Mostly clients need to know what exactly is being delivered, when it will be delivered, and all of the different costs involved. Since all businesses are different, keep a running list of items clients want to discuss and make it a point to talk about each one during a dedicated time together.

Many people see managers as middlemen, and employees can save a lot of time by having the right managers in place to execute daily functioning. For instance, if a stakeholder had a question about a software program, they should not have to contact the developer coding it. The manager should be able to address it. This way, the developer can continue work uninterrupted.

Managing Changes

Sometimes clients will refocus a project and unexpected changes will occur. Unfortunately, this can happen at any point in a working timeline. When this does happen, however, a manager should be able to take a step back and refocus the list of priorities. After discussing the changes with the client and team, they can map out a new timeline with expected delivery dates. If a team is stressed out, the manager needs to be able to reassess resources as well so that no one is overworked.

The Necessity of Accurate Reports

When it comes to numbers, clients do not appreciate vagueness. Reporting is another aspect of a project manager’s job. Reports help track progress and they give special insights as to what tasks require the most amount of time and resources. This information is also useful for when a team completes a similar project later on.
Finally, after everything is considered complete, a project manager does not necessarily deliver it automatically to the client. Sometimes they must act as a quality assurance agent to ensure it is actually deliverable in its entirety, and nothing was rushed or remains incomplete.

What to do When you Make a Mistake with a Client

If you want your business to succeed, you know how important it is to provide quality service. But bear in mind that no matter how dedicated you are, accidents can still happen. You could be in the middle of working on a client’s project when your computer crashed, your distributor could have misplaced an order, or your billing department may have sent a client the wrong invoice. Now your client feels let down.

So what do you do now? One of the first things that comes to mind is to correct the problem so that you can prevent it from happening again with a different client. However, don’t just leave the disgruntled client hanging.

It pays to have a plan in place for when something like this happens so that if and when things do go wrong, you can fix them as efficiently as possible before you lose a client. What you should not do is to blame someone else to save your reputation, pass on a superficial solution to try and buy yourself extra time, or turn your back on the problem and hope it will go away. Remember, maintaining your integrity is important, and even if you’ve messed up, your client will respect your honesty.

What to do When You Make a Mistake

  • Accept it: There’s no point denying it, it’s not just going to disappear. You need to know exactly how and why this happened. Find out what your company promised your client, exactly what the client was expecting, and what the client got or did not get. Don’t make assumptions, talk to every member of your team who was involved in this transaction.
  • Don’t hide: If you find out about a mistake before your client does, be upfront about it and tell them. This can go a long way to restoring their confidence in you and increasing the possibility that they will use your business again.
  • Communicate: The first thing to do is to apologize. Then let the client know what you are doing to try to fix the problem. Let them know how long it will take you, and be realistic with your timeline. Always keep your word. If the client calls you and for some reason, you cannot answer, always return their calls promptly. If other team members have to answer the client’s calls, advise them how to do so.
  • Be empathetic: Put yourself in the client’s shoes. Don’t attack them even if they are angry, after all, it was you who made a mistake. If you take a fair approach to the client, you may even still be able to retain their business. You must re-earn their trust by fixing the problem promptly and continuing to deliver a great service.
  • Explain what went wrong: Don’t skimp on the details; your client deserves to know exactly what went wrong. Reassure your client that the situation is under control and that it will not happen again. Keep a positive tone but be realistic. Ask questions and be prepared to listen to what your client has to say.
  • Present options: Depending on the type of mistake and why it happened, the solution may not always be cut and dry. For this reason, it’s important to give your client some options. For example, you could offer a refund, an alternative service or a discount to make up for the impact of the error.
  • Maintain perspective: Sometimes it’s hard to keep a sense of perspective when you feel you’ve let your client, your team or yourself down. However, try to keep your reaction proportional to the mistake you’ve made; don’t make a mountain out of a molehill. Unless it’s a life or death situation, most mistakes can be corrected fairly quickly.
  • Create a protocol: Discuss the problem with your team. Learn from your mistake and create a strategy to deal with common customer complaints. You may have to make some changes to the way your company functions, with the technology you are using, or within the structure of your personnel. Don’t be stubborn, be prepared to make adjustments to improve the quality of your service and reduce the risk of future errors. Make sure everyone is on the same page.

Mistakes to Avoid When Interacting With a Client

  • Assuming the client is always right: If your client is requesting a product or service that you feel does not meet their needs, tell them. This can prevent things going wrong before you deliver the goods. If you remain silent and just go along with it, you may get blamed later and lose the client and potential referrals.
  • Not handling criticism: If an unhappy client is offering fair criticism, take it on board and learn from it. This is not the time to get defensive. Research shows that 90 percent of dissatisfied clients switch to a different service provider. Try not to let your client walk away feeling that they should never have hired you in the first place. A disappointed client can cost you more than you may think.
  • Not maintaining regular contact with your clients: When you have completed a transaction with a client, don’t think your job is done. You need to contact them from time to time, even if it’s just to see how they are doing. Keep them abreast of new products and services which may benefit them.
  • Avoiding answering questions: If a client asks you a question and you are not sure of the answer, don’t avoid it, and don’t provide an answer that may not be accurate. Admit that you are not sure and explain that you will find out straight away. Don’t leave them hanging, do your research and get back to them as soon as you can. Communication counts for so much!

Mistakes will happen; no business can be run flawlessly. The important thing is to learn from your experiences and ensure that you don’t make the same mistake twice.

Related: 23 Incredible Customer Service Tips for 2020

Five Customer Service Rules You Should Know

We may not realize it, but our lives are ruled by the companies that surround us. Whether we’re job seeking from our iPhones, sporting the latest sneakers from our favorite running shoe company, or rolling out our Lululemon yoga mat to get in some exercise for the day, we’re surrounded by brands. And when these brands don’t meet our needs or fulfill their promise, we turn to their corporate number for help resolving the issue. Often, our only point of contact with these companies is with their customer service representatives.

A strong, positive customer service experience often leads to repeat business, referrals, and loyal customers. Dealing with a cranky customer service representative can tarnish a company’s reputation, customer by customer, regardless of how good their product is. Here are some surprising statistics about customer service and its effect on customers:

  • 78% of consumers have, at some point, bailed on a purchase because of poor service.
  • After one negative experience, a customer needs to experience an average of 12 positive experiences to reverse their negative impression of a company.
  • People share negative customer service experiences 2.3 times more often than they share positive customer service experiences.
  • It is 6-7 times more expensive to acquire a new customer than to keep existing ones.
  • Consumers reported that 50% of the time, their questions were not answered by customer service agents.
  • 75% of consumers think it takes too long to get to a real agent on the phone, and 67% of customers last year hung up the phone out of frustration on this specific issue.
  • 70% of buying experiences are based on how the customer is feeling.
  • 81% of companies considered to have excellent customer service are outperforming their competitors.

What all of this means is that companies who put the effort into developing an excellent customer service team reap the rewards. They outperform competitors, save on customer acquisition, keep their names out of the negative reviews, and get more repeat business.

Even if your company has a reputation for having awful customer service, it’s never too late to turn it around. Here is a list of the five most important customer service rules to instill in your customer service team-members, and frankly in employees throughout your organization:

  1. Every Single Interaction Matters – No Exceptions. If you’re tired or having an off day, when the phone rings or an email pops up, you have to be able to turn it on. As a customer service representative, it’s important to remember that YOU are the face of the company to this customer.
  2. You represent the entire organization. You alone are responsible for how they feel when they walk away from the conversation. You have the power to make or break this person’s day.
  3. No Such Thing as “Not my Job” – Most companies known for their strong customer service instill an organization-wide mandate that no person is too good for a particular job. If help is needed, employees pitch in for the greater good of the company. Creating this sense of community and mutual reliance makes each team member feel supported and able to effect change.
  4. Autonomy and Empowerment– When customer service representatives are trusted to make decisions on their own regarding customer requests (refunds, compensations, giveaways, etc.), this sense of autonomy makes them feel able and excited to help. Rather than putting a customer on hold to “check with their manager,” an agent can decide if, when, and how much to give to keep a customer happy. Allowing employees the chance to get creative can also result in huge benefits. Empower your people to do good work, and they will!
  5. Incentive – As much as we hope to find a job we enjoy so much that we would do it for free, this isn’t the reality of work for most of us. So,
  6. Incentivize your employees! Offer customer service representatives a bonus or reward for positive customer feedback. When incentives are combined with a good company culture, employees show greater workplace satisfaction.
  7. Listen – One of the most frustrating things when you’re on the phone with a customer service representative is repeating yourself over and over again, and getting the same response. Good customer service representatives know how to listen, and actually hear what you are saying, and then respond accordingly and appropriately. Feeling heard is often the only thing we really need when we feel a company has fallen short or taken advantage of us. To feel heard can often validate a disgruntled customer, and soften their feelings of anger.

These five rules of customer service will help you build customer loyalty, avoid losing sales and build a good reputation for your product and company name. These aren’t hacks or tactics, they are consistent behaviors that the company and individual employee have to live by each and every day. There isn’t a shortcut for excellent work, but by putting in the effort to train your staff to listen, make decisions, and be empathetic, you will see the reward in your profits.

There are countless instances where companies go above and beyond for their customers and made lasting positive customers for life. One customer service representative ordered a pizza to the office of the man she was on the phone with because she overheard employees in the back say that they were hungry. An airline passed out free tickets to over a dozen passengers for answering trivia questions correctly. A representative from a shoe company sent flowers to a woman after hearing that she was undergoing health issues – AND she upgraded the woman to VIP customer status for life, for free.

There are dozens of stories like these online – proof that a little bit of kindness and extra care go a long way with customers. Answering the phone and being ready to handle anything on the other end with grace and understanding is something that can never be replaced. When it comes to customer service, maintaining this understanding of your customer can be enormous in not only acquiring customers but retaining them as for years to come.

The 7 Different Types of Managers – Which are you?

When you’re first thrown into a management position, how do you handle workflow, delegation, and conflict resolution? Managers have different styles for taking on some of the more difficult aspects of leadership while others “let things be.” But how do you know which style is right for your team?

Quality leadership involves finding a balance between knowing when to be “tough” on team members with deadlines and when to offer flexibility.

Effective managers know how to improve efficiency and morale at the same time, and when it’s done right, top executives and bosses notice. To help you find ultimate career success, here are the 7 different types of managers and how you can decide which is best for you.

1. Autocratic

This one is considered the most “old-fashioned,” so we’ll get this out of the way right at the beginning. This is a leader who is in complete control over everyone else, leaving little room for flexibility or input from others.

There are benefits to this style. Decisions are made rather quickly, and deadlines are more likely to be met. Resources and instructions are very clear and there is little to no confusion in following orders. This doesn’t mean that ongoing training and education isn’t provided for workers, however, and it also doesn’t mean they don’t have opportunities to grow.

Unless there is a special circumstance, any instructions given by autocratic leaders should be followed to the letter. In many cases, this truly could mean the difference between life or death. For instance, when a Head Surgeon is giving directions to a surgical student there is absolutely no room for error or veering outside of the strict structure of the requirements. Employees who seek creative positions are far less likely to respond to autocratic leadership.

Who uses the autocratic management style?

  • High ranking military officers
  • Police officers or first responders
  • Medical professionals overseeing students or nurses
  • Leaders in manufacturing and heavy industry

2. Affiliative

For a business to be truly productive, there must be a certain amount of trust in a fellow co-worker. In opposition to autocratic managers, affiliative managers are more relationship-focused. They are best at resolving issues or conflicts between team members and keeping up employee morale.

Affiliative managers are also good at recognizing the skillsets of each individual. So if a project goes off the rails, this type of manager can identify what tasks a person is best at and assign new roles or responsibilities as needed.

Extroverts particularly thrive in building relationships in the office. They know how to guide others through stressful situations to preserve a harmonious and happy work environment.

Who uses the affiliative management style?

  • Human resources managers
  • Therapists, counselors, and psychiatrists
  • Mediators

3. Coaching

Coaches aren’t just for athletics. Professionals know how to use coaching techniques in the workplace to bring out an employee’s natural strengths.

This style relies much on encouragement, but also plenty of feedback as well. Sometimes an individual needs to know where they can improve performance, and a coach can skillfully explain where a person went wrong and how they can make it right in the future.

For this management style to truly work, employees must be willing to learn, change, and try new things. Otherwise, coaches will face pushback or even defiance.

Who uses the coaching management style?

  • Any management position that requires training employees
  • A “life coach” or personal development coach
  • An athletic coach or personal trainer

4. Democratic or Participative

This style of management involves everyone. Democratic leaders allow each team members’ voice to be heard at work.

This style allows for the highest level of feedback from workers. There are many ways to do this, including brainstorming sessions on how best to complete a task. When used occasionally, it is very effective. However, when used too frequently, a lot of time is wasted in the discussion process instead of actually accomplishing anything.

The concept of teamwork is key here. Ultimately, however, it is the manager who has a final say in all decisions, usually lending itself to the majority. Democratic leaders often find that this allows for more loyalty from the group.

Who uses the democratic or participative management style?

  • Office supervisors or coordinators
  • Branch leader or team leader
  • Operations manager

5. Pacesetting

Pacesetting follows the concept of “leading by example.” In this setting, managers set a high standard for employees by working hard and meeting the needed deadlines themselves.

If not done correctly, pacesetting can lead to a poor work ethic or a decline in company culture. This is because employees must work at a certain “pace.” Instead, these managers should set clear, but achievable short term and long-term goals.

More than that, it is vital to prevent the “burnout” and high turnover rates that sometimes occur when this is put into practice. Healthy work schedules and balance gives the best results for pacesetting.

Who uses the pacesetting management style?

  • Managers who oversee sales positions
  • Team leaders in retail and food service
  • Directors in hospitality

6. Visionary

Do you like to inspire others? You might be a visionary. Visionary leaders motivate their teams to perform well. They accomplish this through the concept of making work meaningful for their employees. Because everyone is working towards a shared vision for the company as a whole, this empowers everyone involved.

Those who use this style should use caution and pair a visionary style with real, tangible goals and timelines. This keeps employees grounded and rooted in the company’s expectations as well as goals for success for the future.

Who uses the visionary management style?

  • CEOs and other C-level executives
  • Learning and development managers
  • Public speakers or presenters

7. Laissez-faire

If there was a style that was a perfect opposite of autocracy, it’s Laissez-faire or “hands-off” management. In this case, the leader is more like a mentor than a true manager.

Laissez-faire is all about delegation and allowing your team members to step up and make decisions for themselves. While there is little guidance, Laissez-faire managers must also provide the needed tools for success.

While this is the most “relaxed” form of management and is popular among workers, researchers say that this is also one of the least productive methods of leadership.

Who uses the Laissez-faire management style?

  • Startup companies
  • Creative firms, such as advertising agencies
  • Leaders in art, photography, and graphic design