Does your bank or credit card company do this to you also?

For the third month running, the commercial bank where our company does business has included payments already received as outstanding balance and charged interest when none is payable.

On the first occasion, when the complaint was made, the bank’s representative promised to make the requisite adjustments. He advised also that in making the payment, just omit the interest charges as they were not applicable.

Second time around, not only was interest requested when none was due, but payments made already were recorded as both having been credited and as outstanding balance. So, the bank was asking not just for interest, but for the same bill to be paid twice. The response from their Customer Service to explain this muddle was that when the first complaint was made, the bank’s representative had not made the requisite adjustments to their system. So, second time around the bank confirmed on the phone and in a letter received subsequently the amount that was due (also reflecting previous overpayment), a promise to monitor the situation and a credit of £5 for the additional telephone cost to make the complaints. Of course, £5 could not compensate for the time already spent tracking our records to ensure there was not an oversight at our end and the irritation in dealing with the customer service representatives where the systems had to be checked and rechecked. Although, it is fair to say that on both occasions on the phone, the customer service representatives seemed puzzled as to why the problem had occurred.

As if twice was not enough, the most recent statement again comes with a request for payment already received and shown as a credit and, you guessed, even more interest.
Has anyone had a similar experience with a UK bank and what actions did you take to resolve it?


Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk/Events.htm
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The Apprentice Series 5 teaches us what not to do ....

Lots for food for thought in Gemma Middleton's article on Training Zone. In my view, the apprentices in the recent series provide useful lessons of what not to do especially when working in teams.

Having not paid only passing interest in previous series, but taking time this time around to watch the 2009 series of The Apprentice, I was surprised to find that it was listed in the Entertainment category on the BBC iplayer. However, having seen the first three editions, it became evident that entertainment was a primary objective, not education. The BBC does concede that the genres factual and money are applicable, with suitable links.

Importance of self, business values, limited research before launching into sales are some of the lessons shared so far. Years ago, there was a popular saying that there is no 'I' in team. The Apprentice shows that 'I' is most important even when part of a group labelled 'team', as it's winner take all -at all costs.

Veronica

2 for 1 –Finance, Accounts & Budgets workshop in London (14 May 2009)
Interactive workshop for small business owners and managers. Tel: 08450542870. www.executive-solutions.co.uk/business.



Executive Solutions (Training) Ltd, London, UK
www.tipsbookletsinternational.com

The secret of engagement –a perspective for trainers

Another timely and well thought out article packed with helpful tips for trainers on Training Zone (http://www.trainingzone.co.uk/cgi-bin/item.cgi?id=196942). I agree with Stephanie Sparrow on the importance of careful and detailed planning. Trainers need to be flexible to adjust and adapt in response to specific needs of delegates.

Sometimes, however, there is apparent confusion between planning and preparation. I have heard other views that thorough preparation will ensure effective learning. However, without considered thought to planning each aspect of the training and relating tasks and content to objectives and desired outcomes, much time would have been wasted in preparing materials that will not let delegates of all learning styles and interests get maximum value from training.

One of my favourites for follow up is have delegates use postcards to record two or three specific actions they will take as a result of the training/learning experience. They return their completed cards to me, then four to six weeks later I send them a reminder of that commitment.

Sometimes it's a gentle and timely reminder, sometimes it reveals more than just three follow up actions implemented.

Veronica


Understanding Finance, Accounts & Budgets -14 May 2009

NB. Businesses in London (5 – 249 staff) eligible for up to £1,000 training grant

You know the best recession busting strategies for business success? Join the poll://polls.linkedin.com/p/25526/lquxe


Executive Solutions (Training) Ltd, London, UK
www.tipsbookletsinternational.com

Networking -beyond the exchange of business cards

Excellent and timely article on networking by Roy Shepherd on Training Zone (http://www.trainingzone.co.uk/cgi-bin/item.cgi?id=196010).

A note of caution –it’s the quality of the interaction rather than the quantity of business cards that determine the effectiveness of networking.

On occasion two or three meaningful conversations can lead to one firm opportunity rather than a collection of six or sixteen business cards.

Some networkers suggest that when you meet someone, you should give them two of your business cards, rather than one, as they may then give your card to another of their contacts. There is a danger with the two card offer, as it can result in both your business cards being discarded, as the recipient has no interest in your business and decides against passing on your card. If, however, you are asked to give additional cards, as I was recently, this is definitely worth doing, as there is a high likelihood of your card being passed on, NOT binned. My recent request for additional cards came from a consultant I met a few months ago and we are both members of a business network. No bookings as yet from giving additional cards, but I would not be surprised with enquiries from this referral.

Continue to shake more hands, exchange more cards and -yes, improve the quality of our discussions when networking!

Veronica
Website: www.executive-solutions.co.uk

Understand your Finance, Accounts & Budgets -14 May 2009 (www.Eventbrite.com)
NB. Businesses in London (5 – 249 staff) eligible for up to £1,000 training grant

What do you think are best strategies for business success in a recession? Share your views at: http://polls.linkedin.com/p/25526/lquxe
http://executive-solutions.blogspot.com/

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Robert Peston at DeVere in Canary Wharf last evening

Robert Peston at DeVere in Canary Wharf last evening, 12 March 2009
East London Business Place (ELBP) hosted at event at the Canary Wharf venue of DeVere for small businesses -and what an enjoyable evening it was. Robert Peston of the BBC, from Financial Crisis/Economic meltdown fame, was the guest speaker.

Very instructive to hear in plain English the financial crisis explained and implications for business -and yes, there are opportunities.

Later, in conversation with another business owner, it was reassuring and refreshing to hear about many clients who are actively growing businesses at present, both in the UK and abroad.

There is some good news, despite troubling economic times.

Very enjoyable evening!

Veronica

PS. Does anyone else know of actively growing small businesses, despite the recession?



Are you worried about Your financial future? Here's the workshop for you:

Understanding Finance, Accounts & Budgets -Tuesday, 17 March 2009


Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Soft skills training for IT experts & engineers

In an article on learning styles, posted on the British Computer Society's website, Salama Shah, Director of Beyond, made an excellent observation:

“Industries such as IT and engineering are beginning to understand the benefits of personal development courses alongside upgrading technical skills. The performance levels of a self-aware, communicative, emotionally intelligent and a positive team are far greater than a group of technically brilliant, yet socially challenged, individuals”.
Salma Shah, Director of Beyond

Do you agree with Salama?


Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Excellent article on using Twitter from Business Zone

Ten excellent tips in an article from Business Zone on how Twitter can be used by businesses.

Here’s the link.

http://www.businesszone.co.uk/cgi-bin/item.cgi?id=193304&d=1095&h=1097&f=1096

It will be great to hear of any gems that you have on how social networking sites can be good for business.

Veronica


Are you on Twitter? Then say hello, please http://twitter.com/VeronicaBr

Speaking with Confidence (more than 80 useful tips in 30 pages)

Confident Communication and Professional Image Building, London -27 January 2009


Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com