Showing posts with label World. Show all posts
Showing posts with label World. Show all posts

Wednesday, 10 August 2011

World Class Service - In a Car Dealership?


When we think of world-class service, images of luxury hotels and country clubs usually fill our minds. What about car dealerships? I know what you must be thinking..."surely he means a Bentley dealership or some other top-line car". Not so...I am referring to a basic car dealership that sells and services medium-priced vehicles, like what you'd find in most neighborhoods. In this case, the car dealership is five minutes from where I live, and they never cease to amaze me with how professional and service-centric they are.

This month's service management tip is "any leader in any industry can develop a team of service professionals". That's right...it doesn't matter if it's a grocery store, a mall retail outlet, or in this case, a neighborhood car dealership. To no one's surprise, the dealership's General Manager (GM) is the leader I am referencing here. A few Saturdays ago, I took my car in to get its quarterly service, and since they were pretty full that day, the service associate empowered himself to offer me a rental car for the day while my car was being worked on. I was then escorted over to the sales side of the operation, where I was offered a seat. While waiting for the sales agent to start the paperwork for the complimentary rental, I witnessed something very powerful. The GM summoned for the entire team to gather around for their morning "huddle". In this huddle, the GM thanked his team for their ongoing commitment to service excellence and cited specific examples of team members going out of their way to create memorable experiences. He then explained the importance of "connecting" with each customer and making them feel welcomed, appreciated, and cared for. This was followed by asking if everyone had their nametags. After noticing that about four team members did not have it, he promptly asked them to leave and get them (message: your service standards are non-negotiable). He then spent the next five or so minutes conducting role-plays with each team member on providing a warm welcome.

At the end of the huddle (which didn't last more than 10 minutes), everyone was excited to engage each other and the customers. Most importantly, the mantra of service excellence was driven as hard as it could be from the top leader. When I asked one of the team members if the huddle is done everyday, she replied, "absolutely". Not surprisingly, this dealership's walls were adorned with numerous awards for service.

From my perspective, here are a few elements that stood out in the service experience, and how much they likely cost the dealership to deliver:

- Using my name = $0.00

- Handshake = $0.00

- Team member giving me their personal phone extension, looking me in the eye and saying "please call me if you need anything else" = $0.00

- Saying "wait here while I bring your car around" = $0.00

- Remembering me and proactively asking about past car issues to verify that they are no longer a hindrance = $0.00

You get the picture, most service standards that create world-class service don't cost a thing. The only price is the senior leader committing to him/herself to hold service excellence as the ultimate reflection of organizational success. In good times and bad...in slow times and busy times...expectations must be clear and accountability has to be solid. If the climate is set by the leader, the workplace engagement and service delivery become much more engaging and fulfilling for all involved.

My challenge to you is to commit to being the service benchmark in your industry. There is absolutely no reason why that can not be attained. With the right commitment, whatever gets focused on eventually improves. Let 2007 be the year where you focus on selecting service-centric employees, orienting them the right way, let them know what's expected of them, and provide ample feedback along the way (please don't wait until the annual appraisal to do so). Involve those closest to the action in developing/revising your service standards and be sure to reward excellent performance...remember, the best way to replicate excellent performance is to focus on excellent performance.

Written by Bryan K. Williams




Be sure to order your copy of "EngageMe...the Voice of Customer" at http://www.engagemenow.com This short video and attractive poster have been getting rave reviews worldwide. They are being used in settings like customer service training and department meetings.

Find more articles relating to service excellence at http://www.bwenterprise.net Also on the website, you can subscribe to the official B.Williams Enterprise emailing list. You will receive announcements, newsletters and other excellent resources.

About the Author

Bryan K. Williams is the Chief Service Officer of B. Williams Enterprise, LLC. He is a seasoned service expert, who has facilitated workshops and delivered keynotes all over the world for various companies. Bryan speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement. As a consultant he works closely with companies to design, develop, and implement sustainable service strategies.

About B.Williams Enterprise, LLC

B.Williams Enterprise, LLC is a consulting and auditing company which focuses on service excellence. The goal is to assist organizations to enhance their levels of customer service to world-class levels. This can only be achieved by focusing on service excellence as a way of doing business, rather than an "initiative of the month". Service excellence must be weaved throughout the organization...at every level.

-We exist to serve others so they may better serve the world.-

Email: info@bwenterprise.net





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Saturday, 30 July 2011

Mobile Internet cost around the world [Infographics]

How much does 2 GB of mobile data cost around the world? Folks from Android Fanatic took a look and presented their results in this infographic. Not surprisingly, Japan, Sweden and South Korea — three of the most advanced wireless societies — have the lowest bandwidth prices, and they all are offering what is being dubbed 4G wireless broadband.

cost of mobile internet

Provided by Android Tablet Fanatic via Textually

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Tuesday, 26 July 2011

State of the Internet: What are the fastest cities in the world

The Internet continues to grow bigger and bigger, thanks to growing number of Internet subscribers and Internet connected devices according to Akamai, which is about to release its latest State of the Internet (for Q1, 2011) report. The Internet’s expansion is accompanied by steady growth in bandwidth and connection speeds, Akamai’s research shows.

Here are some factoids from the report:

Nearly 60 percent of South Korean broadband connections had speeds of above 5 Mbps.South Korea also achieved the highest average connection speed at 14.4 Mbps. Hong Kong had an average connection speed of 9.2 Mbps, and Japan came in third with 8.1 Mbps.More than 40 countries/regions saw average connection speeds increase by 10 percent or more in the first quarter, a healthy sign for broadband adoption overall and even better news for startups building applications that consume a lot of bandwidth.Nearly 72 percent of all broadband connections in the state of Delaware were faster than 5 Mbps.Delaware also had the highest average connection speed, at 7.5 Mbps.Based on data collected by Ericsson, mobile data traffic saw 130 percent yearly growth in the first quarter and is now more than double the measured volume of voice traffic.During the first three months of 2011, there was a 5.2 percent increase in the number of unique IPv4 addresses connecting to Akamai’s global network. US, China and Japan were the top three countries in terms of unique IP addresses.

Akamai estimates that

Japanese cities of Tokai, Shimotsuma, and Kanagawa were the three fastest cities in the world and had an average connection speeds of 13.2 Mbps, 12.9 Mbps, and 12.2 Mbps respectively.Lyse, Norway at 8.1 Mbps is the fastest city in Europe.Riverside, California had the highest average connection speed in North America of 7.8 Mbps.Asia had two-thirds of the top 100 fastest cities with Japan alone accounting for 61 cities. Eighteen cities from the United States and three from Canada made the list while Europe accounted for a dozen cities.



Akamai data shows that:

Delaware had an average broadband connection speed of 7.5 Mbps, followed by Rhode Island with 6.8 Mbps and Wisconsin with 6.0 Mbps.Riverside, Calif., Staten Island, New York, and San Jose, Calif. are the three fastest cities in America with 7.8 Mbps in average broadband speed.Five out of top ten broadband cities are from the East Coast, thanks to the presence of Verizon’s FiOS and Comcast.

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Saturday, 23 July 2011

PHOTOS: The wild world of art meets connected devices

The Museum of Modern Art in New York will open up an exhibit about the art of connected devices, called Talk to Me, on Sunday. It’s got around 200 pieces that are anywhere from thought-provoking, to weird, to beautiful, to hilarious. (I posted some of the more sustainable-oriented ones here).

Flip through the slide show below to see pieces like a choking cell phone, a sneezing radio, the Avatar Machine, anonymous peer-to-peer sharing USB ports injected into walls, and an expressions dispatcher to help aid your emotions in the age of reliance on digital screens.

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Friday, 22 July 2011

The Top 10 Businesses to Be in During a Recession - Real World Recession Strategies


Top Ten Businesses in a Bad Economy

According to One Coach the following businesses tend to succeed during a recession:

1. Business Coaching

2. Business Networking

3. Alternative Fuels

4. Environmental Services

5. Health Care

6. Nail Salons

7. Discount Retailers

8. Luxury Products

9. IT and Technology Services

10. Credit and Debt Management

It is debatable whether Nail Salons and Luxury products truly do succeed in a recession. Item #9 in my view should be ranked higher in the list as businesses utilize technology to become more efficient and profitable during tight, recessionary periods. #3 and 4 are great forward looking businesses, but they carry a premium and subject to positive government policy and regulations. Just know you need to be prepared for the long haul with Alternative Fuels and Environmental Services as demand will ebb and flow directly associated to the whims of the White House and Congress. In addition, during down economies, you will need to aggressively sell how much these businesses can save consumers and businesses money in a significant, quantifiable way, since the offering will be products and services that carry a price premium. Glad to see my business at the top of the list! Businesses find out they need a business consultant and coach during downtimes-the smart ones know this before they get in trouble!

Real World Business Recession Tactics and Strategies

Some areas which Sara Wilson keyed on in the December '08 Entrepreneur Magazine Article, "Trend: Economy", which makes a lot of sense in this Economy:

1. A Business Idea that is Working right now: CouponMom

a) Stephanie Nelson started a website that teaches consumers how to save money buying groceries using coupons.

b) 2008 Revenue has doubled and the site had over 1 million unique users in July.

2. Local Scope: Due to financial pressures and an uncertain economic outlook, consumers are spending more time at home and closer to home.

a) Consumers are frequenting local restaurants and entertainment establishments, which are more low key and less expensive.

b) Instead of traveling to Disneyworld, families are utilizing "staycations", enjoying local area parks, lakes and beaches.

3. Green Business: Organics are and have been exploding in growth and the outlook is very good. People want to eat healthy and feed their family healthy food even when things are tight financially. Green conservation is another growing business niche.

4. Web Business: Why spend large start up dollars on a brick and mortar Business, when you can run the same or similar business from home, utilizing the internet?

a) Web businesses are very competitive and the learning curve is significant if you aren't familiar with web marketing techniques.

Sara Wilson had another good article, "How are Franchisees Dealing?" in the January '09 Entrepreneur Magazine that interviewed four different franchise business owners on how they were dealing with obstacles during this current economic slump:

1. Floyd's 99 Barbershop: The franchisee, Jay Palmer, couldn't find a loan for a new store. He tried using his home and his parent's home as collateral and no luck with banks, including trying to obtain an SBA or Corporate loan.

a. The Solution: Mr. Palmer found a personal investor (Angel Investor). The investor came into the shop for a shave and a haircut when Mr. Palmer wasn't around so he could get a good feel for the business. He ended up investing $150,000 after seeing a steady stream of happy customers and happy, energetic employees. This was a great move on Mr. Palmer's part, using a track record of success and clearly showing a sharp investor the real deal behind the potential success of his future business opportunity: great service, great product, happy customers and content, energetic employees. In just one site visit and the positive experience with the business' services, the investor was ready to supply the needed capital even after multiple bank turn-downs.

2. Kitchen Solvers: Franchisees, Carrie and John Borden Kircher, customer niche based changed. Their customer market became price orientated, and the business offers premium kitchen and bath remodeling. Leads dropped 19% and sales are down 25% over the last two years.

a. The Solution: Their solution is rebrand their vans, get new signs; increase letters to past customers; leave a gift with a customer after a job is complete; and working with their franchiser on the operational side of the business. Ok, as a Business Consultant I am going to give my two cents on the Borden Kircher's proposed solutions:

i. Rebranding Vans and New Signage: In my experienced opinion, this is a waste of money. I would instead spend this money on a new Marketing Plan which concentrates on two areas:

a) How to target higher wealth clients in the market area.

b) How to sell price based customers on why premium services and products can save them money in the long run. Once the new Marketing Strategies bring in profits, then it is a good time to upgrade signs and re-brand with those growth dollars.

ii. Increase Letters to past clients: Ok, but what is the purpose of a letter? The time to ask for referrals is the day the job is completed. When the client is happy with their new Kitchen or Bath. A newsletter with examples of completed jobs and customer testimonials, along with a preferred customer discount coupon, may be more effective in obtaining an add-on sale with an existing customer. A newsletter can also be a forum to introduce other services to current customers which they may not be aware, such as, having an article on the Design Services that Kitchen Solvers offers. The most cost effective, normally highest bang for your marketing buck, are continuing sales to existing customers.

iii. Leaving a Gift Basket with a Customer Post Job Completion: The Borden Kircher's are looking to implement better customer service and they believe customers are looking for the "Wow" factor. Leaving a gift is not customer service, and the wow factor should be as a result of a beautifully completed job. A Gift Basket will get neither. Customer Service starts at the Sales and Design Stage and continues throughout the job. The business owners showing up on the job to check on things and talk with the client is good customer service. Meeting with the customer in person after a job is completed to go over everything and ensure the client is happy is good customer service (and a great time to drop off the latest company newsletter and ask for several referrals). Customer Service is showing up on the job when the client is unhappy with the contractor's work. This type of highly motivated customer service will create the Wow factor for Kitchen Solvers, along with a quality, premium, beautiful look in the finished kitchen or bathroom, leaving a lasting impression.

iv. Work on the Operational Side with the Franchisor: This is one of the fantastic advantages a Franchisee can leverage: utilizing the experience and resources of the Franchisor. Some Operational Tips I would make as a Business Consultant:

a) Analyze product costs and see where you can cut costs yet still retain a premium, high-end image with quality products and value added results.

b) Work on a Supplier Business Plan which strengthens your relationship with your suppliers, tapping their assistance, experience, resources and expertise to bring better product offerings to your customers.

c) As previously stated re-work the Marketing Plan, along with making the resulting key changes in the Strategic Plan to better anticipate future market trends and adapt operations more proactively to those indicating trends.

d) Examine the Operational Aspects of the Business Plan to see how you can better bridge the gap between the design sale stage and the install. Customers are more prone to pay a premium for a smooth, effective transition from concept and design to install and completion.

e) Incorporate add-on selling into your Strategic Sales Plan for existing customers. A happy customer is more apt to stick with the same company to continue remodeling, so be sure to have a built in process which engages customers and shows them other remodels you can accomplish for them. Add-on selling takes very little marketing cost for a big return and ties in well with solid customer service.

f) Have the Franchisor witness some sales and installs to see if areas for improvements can be identified. Incorporate these improvements into your Business Plan.

b. My Best Advice: Find a way to sell a premium product and service to higher wealth clientele and offer a product/ service which has a premium look and finish, yet appeals to price conscious customers. Search for innovative suppliers who can help accomplish this mix. Follow-up this new business model with strong customer service throughout all the sale and install stages. Concentrate on a post-completion walk-through which asks for referrals and start the add-on sale process. Follow up with a monthly newsletter which contains add-on ideas and offers a loyal customer discount. The Borken Kircher's have a lot of challenges in this economy, and as they said, "you can't just sit around waiting for people to call." Use this rough patch as a learning experience in staying ahead of changing market trends, analyzing costs and making new plans for future success. A premium product + great customer service + a quality install + great value = a viable business model in any economy. Just don't wait two years to make changes.

3. The Melting Pot Restaurant: The challenge Franchisee Michael Frampton was facing during the Real Estate Crash in California was establishing the restaurant in a new shopping center when 10 other centers in the area were all opening at the same time. On top of this significant challenge, property taxes went up from $500 a month to $2,500, which meant $2000 a month cost comes straight off the bottom-line, never being budgeted for.

a. Solutions: Mr. Frampton shows why he is going to be a successful business owner. Clear steps and strategies to overcome the current situation:

i. Loyalty Cards: This is a fantastic move. Appreciate your regular customers during the hard times, and they will keep your doors open.

ii. Mass Mailing: Targeted within a 10 mile radius as there are so many competing restaurants in the immediate area. Targeted mailing is measurable, which is key during tough times.

iii. Analyze where you are spending money and the areas which can be controlled (not necessarily cut): Mr. Frampton actually saved $500 a month in focusing on linen costs for towels used to clean the restaurant. He also analyzed energy cost: when they turn on equipment and the length of time it's used. A third major cost area for restaurants is staffing, which Frampton cost analyzed as well.

iv. New Business Opportunity: He started opening for lunch on Sundays. Why? Probably because customers come after church with their families to enjoy an upscale meal, as do the late weekend risers searching for a good brunch close to home. One of the best analyses a restaurant can perform is looking at the average customer flow, food sales, alcohol sales and costs for each day of the week it is open to determine what days are best to be open and the reasons why. Armed with that information, you can adjust staff schedules, open hours and food prep costs much more strategically. Mr. Frampton apparently thinks the added costs of being open for lunch on Sunday is worth it, based on good cost analysis.

4. EmbroidMe: Wendy and Todd Diskin own a franchise that specializes in promotional solutions for businesses, which includes decorating apparel and screen printing. Their challenge has been rising costs from their suppliers. They have experienced a 5% increase in the Cost of Goods over the last year.

a. Solutions:

i. Competitive Pricing vs. Solution Based: The custom product industry is price competitive. With rising costs, the Diskin's have provided a more solution based approach so the buying decision isn't just made on the quote. For instance, if one of their customers is trying to increase readership, they figure out how EmbroidMe products or services can help the client achieve that goal and come up with a program to do so. Then the decision becomes one of "risk and reward and ROI instead of price..." Selling solutions alongside your product and service offerings is a way you can separate your company from the competition and still retain premium pricing in a price based market.

ii. Continuous Marketing Software: This program sends letters and emails so the Diskin's can "stay in front of their customers on a regular basis without a ton of effort...." This software program keeps the company engaged with customers, giving EmbroidMe first opportunity to make another value added sale or track how customer market trends may be changing.

iii. Vendor Relations: Leveraging a strong advantage franchises have, EmbroidMe Corporate negotiates the best pricing and strategic relationships with suppliers for their franchises. This is a huge advantage as it is a time consuming task and volume pricing from a Global Corporate level is much more advantageous than negotiating on your own as a single business unit. So it is apparent that although COGs has risen, EmbroidMe is still very competitive and successful, even in a recession.

Conclusion:

This article used real world examples and combined it with the business experience of a 20 year veteran Business Consultant to provide you with real world examples and strategies to use in order to start, run or adjust a new or existing business in a struggling economy. In a recent article I discussed Recession Survival Planning, and how it is a must and utilizes good Strategic Planning, Diversification Techniques, Contingency Planning and Cost Management. In another article I discussed various Recession Finance Techniques for your business which are particularly good during a Recession, which include Networking, Supplier Finance, Lease Finance and Local Business Loans. To conclude in this article, I identified certain types of businesses which excel in an Economic Downturn and why they are successful. My best advice for starting or operating a business during Recessionary times is as follows:

1. This Recession will have an impact for at least 3 years. So keep that in mind when planning for your business.

2. Track record, Experience, Niche Market Identification and Cash Flow are keys in raising funds for your business.

3. Solid, Comprehensive Business Planning, along with realistic, accurate Market Planning and Financial Forecasts are very critical during challenging economic times. An effective Strategic Plan is integrally important in bridging the gap between a Marketing Strategy and Realistic Financial Forecasting.

4. Out of the box thinking: For Brick and Mortar Companies, key on strong local areas and/or utilize the web to efficiently bring a product or service to the market.

5. Price Competitiveness becomes less important if you sell value-added business solutions to your customers and have tight controls on costs.




Frank Goley is a business consultant and business coach, and he works for ABC Business Consulting. He is an expert in developing, writing and implementing business plans, business funding plans, marketing plans, strategic plans and business turnaround plans. Frank is author of The Comprehensive Business Plan Workbook - A Step by Step Guide to Effective Business Planning, and he writes the Business Success Strategies Blog.





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Friday, 8 July 2011

Redefining Business Creativity - Ten Businesses Who Are Changing The World


In recent years, business has been given a bad rap. Global warming, war, environmental destruction, refugee displacement, and erosion of human and worker rights, and child hunger and starvation can all be traced back to the behavior of business driven by the profit motive. However, for every business who falls into this category there are, literally thousands of others whose activities make a significant contribution to the well-being of their staff, communities, ecologies and planet.

The common thread between these businesses is not always immediately obvious. They come in many different shapes and sizes. They include large corporations, family businesses, local cooperatives and collectives, cottage industries, not-for-profit organizations, and simply those individuals with an idea whose time has come. These businesses are also diverse in their focus, vision and activity ranging from carpet manufacturing, to cosmetic sales, accounting services, community art, software developers and news services.

Rather than purpose or structure, the common thread between these organizations is that, together, they are redefining the concept of creativity in business. Traditionally, creativity has been seen as something to do with innovating new products and services. These businesses however, reflect a much more thoughtful uptake of creativity and are driven by creativity as a set of principles. These businesses engage ten principles of creativity not as something to be exploited in pursuit of the next big profit, but conversely as the purpose for which we ultimately seek to make our profits.

Principle 1 - Consciousness & The Body Shop

Creativity starts with consciousness - a willingness to be present and aware of this moment in all of its glory and all of its horror. There is perhaps no greater example of a business who applied the principle of consciousness than the Body Shop.

When the first Body Shop opened in Brighton (UK) during the 1970's, the global cosmetics industry was based on a chain of supply that depended on the exploitation of people, land and animals on an unimaginable scale. The willingness of the Body Shop not only made cosmetics its business, but also made it their business to be completely conscious of the source of its ingredients. This was, at the time, almost unheard of and critics forecast that seeking to base a business on consciousness would never survive.

Over 40 years later the Body Shop is continues to be one of the most significant players in the cosmetics industry, and still retains its focus on supply consciousness and public awareness. The Body Shop pioneered what it means to be fully present and acknowledge the sometimes harsh reality of current business practices - rather than covering it up with glossy brochures. The consciousness of the Body Shop established an imperative for creating new possibilities so strong that innovation and change was inevitable. Businesses who are willing to acknowledge the genuine reality of current circumstances establish fertile ground for creating change.

Principle 2 - Courage & Greenpeace

When we think of courage in business we typically revere the Donald Trumps of the world who take risks with big money that mostly seem to "pay off". However, courage in creative businesses has a different meaning.

Perhaps there is no more obvious example of genuine courage in business than Greenpeace. This work of this not-for-profit business focuses on peaceful action that gives voice to, and protects, those living in our world who do not have a voice of their own.

Greenpeace upholds the type of courage that gives rise to genuine creativity. Creative businesses such as Greenpeace are not willing to stand by and say "that's not my problem, that has nothing to do with me". Courage is not about only about taking risks, but is reflected in the sorts of risks that businesses are willing to take.

Like Greenpeace, businesses who are creative have the courage to take full ownership of their own part in humanity, of their desires, their fears, their passions, their responsibilities and their possibilities. Creative businesses have the courage to do their work that does not come at the cost of their connection to the communities that they belong to.

Principle 3 - Connection & SimpleSavings

Businesses with the courage to take ownership of their own thread in the fabric of humanity, open up possibilities for connecting themselves to people and communities on a level that matters. This connection creates a wholeness that is not possible otherwise, providing the basis for creativity that has meaning, relevance and integrity.

SimpleSavings is a small web-based business run by a stay-at-home mum. This business provides a platform for a community of individuals sharing ways of saving money and reducing consumerism in real terms. This business now has over 40, 000 customers and over 8.500 unique saving and spending strategies in their ever-growing "vault".

SimpleSavings is an example that when one business has the courage to take ownership of the issues that matter, they generate a deep and profound connection with people. This connection provides an essential element for creativity in business because genuine creativity is a collaborative process that is enriched through diversity and participation.

Principle 4: Conscience & Australia Zoo.

A business that is made up of people who form an authentic connection to the world around them establish the basis of business conscience.

One of the most inspirational examples of a business with conscience is Australia Zoo, founded by the parents of the late Steve Irwin. As well as being a fully commercial tourist attraction, the conscience of this business sparked probably an immeasurable impact on changing the world. Profits from this business are funneled back into wilderness rehabilitation and the establishment of sanctuary. Importantly, this business has also been a pioneer in conservation education, and it is likely that the full impact of Steve Irwin's legacy is yet to be fully felt.

When business conscience is based on guilt, it creates a drain on both the finances and energy of businesses. Australia Zoo demonstrates that instead of guilt, the conscience of a truly creative business is based on passion. Conscience in this context provides the spark and energy required to reveal the creative possibilities beyond the every-day.

Principle 5: Compassion & Amnesty International

Finding genuine compassion is probably one of the greatest challenges for businesses in realizing their full creative potential. Sympathy for people or issues considered a "worthy cause" is easy pickings for businesses. However, genuine compassion emerges out of a willingness to do what it takes to be inclusive and encompassing. Genuine compassion requires more than a grants chequebook.

Amnesty International has made its business out of genuine compassion, This not-for-profit business responds to issues that are neither popular nor attractive by seeking an end political oppression and violence in all of its forms. These guys tackle the hard issues of human rights, including for people who society would prefer to forget. Amnesty International is often the only voice representing people who, for whatever reason, have been deemed unworthy by societies or governments. Amnesty International provides the same attention to women and children oppressed by gender-based violence, as they do to convicted murders on death row.

Amnesty International shows us that the true test of compassion is when business is asked to apply it to people who are "not worthy". The finding of common ground with those we see as "the Other" is essential to businesses who are creating futures that are free from conflict and oppression based on race, gender, age, economic status or any other characteristic.

Principle 6: Commitment & Inclusion Press.

When genuine compassion is found (as opposed to "giving" sympathy to "worthy causes") it can often be overwhelming for businesses. Commitment is the quality that allows businesses to set about creating their vision despite its enormity.

Inclusion Press is one business who demonstrates a humble commitment to creating their vision. This business develops and publishes resources, tools and workshops that support schools, families and teachers working to include all children, including those with "disabilities". Their vision is for schools that are child-centered, rather than centered on curriculums and standards.

Like Inclusion Press, all creative businesses have a vision which seeks to address fundamental needs of humanity over the long term, rather than quick profits or quick fixes. This type of creativity therefore depends on a commitment to be in it for the long haul, even when the end is not always easily in sight.

Principle 7: Confidence & FotoKids

Confidence is a peaceful stance that invites - rather than coerces - others to join and participate in creating the vision for the business.

FotoKids is a fully functioning business that seeks to create new possibilities for children growing up in the city slums of Guatemala. This business is run by the children themselves (some as young as four years old), who undertake photography classes and produce documentaries and art works for galleries. Money generated by the sale of photographs, is used by the children to fund their education and family income.

Rather than seeking to "convince" others, or to limit the space available to competing voices, creative businesses have a focus on opening up and creating dialogue. The confidence of a creative business is reflected in its willingness to trust its own voice and the voice of the people who have a stake in the vision.

Principle 8: Contribution & the Creations out of the Blue Ltd.

Rather than an identity of entitlement, creative businesses see themselves as contributors whose role is to give something of themselves. For creative businesses the size of the potential impact is no deterrent to contribution.

Creations out of the Blue Ltd. is a small community cooperative nestled in an isolated area of NSW, Australia. Located in a community where rates of drug addition, domestic violence and unemployment are amongst the highest in the state, this business makes all the difference. Run by 12 local women, the business provides a place where the women can contribute their art and craft skills to others, and generate an income from the sale of their works.

Creative businesses are not limited by the notion that contribution has to be big and grand, or that it only happens in board rooms. Like Creations out of the Blue, a creative business actively sets out to identify and mobilize the strengths available to it. A creative business has the talent for recognizing potential and talents in situations that others see as "hopeless". These businesses create real change in the world by recognizing the importance of their own contribution, and the contribution of the people who it is connected to.

Principle 9: Commune & Imajica.

The principle of communing expands from the principle of connection to others, and encompasses connection to whole environments and across time. Businesses who employ the principle of communing understand that creativity arises out of a sense of knowing where we came from and what our place is in the world today.

Imajica is a small sailing charter business operated by Jesse Martin, off a remote island to the north of the Papua New Guinea mainland. Jesse first came to attention when he became the youngest person to sail solo around the world. With Imajica Jesse continues to change the world by providing people with the opportunity to remove themselves from the distractions of modern life, and reconnect with their true nature.

Businesses like Imajica understand that creative potential emerges best when people have the space both to go within, and to connect beyond. The principle of communion challenges each business to reexamine its physical spaces and its relationships with the built and natural environments, in order to both generate creativity and to create change.

Principle 10: Celebration & Circus Ethiopia.

The ultimate reason that creative businesses work toward their vision is, presumably, to bring about a way of life that is worth living. The change that many creative businesses dream of may not come within one lifetime. The principle of celebration serves to remind us what we are working toward, and of the progress we have made so far.

The Ethiopian Circus is a shining example of a business who understand the role of celebration in creating change. In stark contrast to the environmental and political setting where they are located, the circus is a place of joy and excitement. Its cast is made up entirely of children, and the business started out by teaching its performers to juggle with stones.

Circus Ethiopia is a wonderful reminder that it is joy that gives meaning our lives and purpose to our work. In turn, it is joy and meaning that are the staples sustaining our creative potential, our courage, and our commitment to change for the long-haul.




This article provides only a brief overview of a tiny sample of the thousands of creative businesses working to change our world. Any number of businesses could have been included in this article. The Creative Life Website is dedicated to providing support, resources and inspiration for individuals, families and businesses working toward a more creative, authentic and hopeful future. If you know of a creative business, let us know and we will be only too happy to include them as a detailed case study on our website.

For 18 years Mary has worked with communities, families, schools and organisations affected by poverty, war, child abuse, torture, geographic isolation, natural disaster and displacement to transform their futures. She is the author of The Ten Principles of a Creative Life [http://www.creativelife.citymax.com/books.html] and the creative life website.



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