In Touch March 2015

IN TOUCH page 1

IN TOUCH MARCH 2015, VOL. IX, ISSUE NO. 26

fcu and associates

I N T O U C H a newsletter for our partners and friends

The Importance of Ethics in Organizations By: LUANNE KELCHNER, DEMAND MEDIA

CONTENTS

The Importance of Ethics in Organizations

PAGE 1

10 Ways to Make Your Customers Fall In Love

With Your Business

PAGE 2

The 3 Biggest Obstacles To Entrepreneurial

Success

7 Tasks Successful Leaders Never Delegate

PAGE 3

Congratulations to Our Newly-Certified Clients!

PAGE 5

DIS/ISO 9001:2008 Orientation

Meet Our New Clients

PAGE 6

FCU in Action

PAGE 9

FCU Team Goes to Thailand

PAGE 12

Jokes Corner

From the Editors

PAGE 13

ON THE WEB

Visit our Facebook page at:

http:www.facebook.com/fcuandassociates

thics are the principles and values an individual uses to govern his activities and decisions. In an organization, a code of ethics is a set of principles that guide the organization in its programs, policies and

decisions for the business. The ethical philosophy an organization uses to conduct business can affect the reputation, productivity and bottom line of the business.

LEADERSHIP ETHICS The ethics that leaders in an organization use to manage employees may have an effect on the morale and loyalty of workers. The code of ethics leaders use determines discipline procedures and the acceptable behavior for all workers in an organization. When leaders have high ethical standards, it encourages workers in the organization to meet that same level.

EMPLOYEE ETHICS Ethical behavior among workers in an organization ensures that employees complete work with honesty and integrity. Employees who use ethics to guide their behavior adhere to employee policies and rules while striving to meet the goals of the organization.

ETHICAL ORGANIZATIONAL CULTURE Leaders and employees adhering to a code of ethics create an ethical organizational culture. The leaders of a business may create an ethical culture by exhibiting the type of behavior they'd like to see in employees. The organization can reinforce ethical behavior by rewarding employees who exhibit the values and integrity that coincides with the company code of ethics and disciplining those who make the wrong choices.

BENEFITS TO THE ORGANIZATION A positive and healthy corporate culture improves the morale among workers in the organization, which may increase productivity and employee retention; this, in turn, has financial benefits for the organization. Higher levels of productivity improve the efficiency in the company, while increasing employee retention reduces the cost of replacing employees.

Source: http://smallbusiness.chron.com/importance-ethics-organizations-20925.html

E

By: BRIAN HONIGMAN, THE HUFFINGTON POST

Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important.

At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. That's why it's even more important than ever to create an excellent experience for your customers to help develop your company's relationship with them into love.

A customer-focused culture of this nature is a business opportunity that should not be overlooked. Most businesses are failing when it comes to the customer experience, which is your opportunity to swoop in and enchant those same customers into falling for your company. Here are 10 ways to help make your customers fall in love with your business:

1. Treat your Customers Right - Genuinely Interact. Happy customers who get their issues resolved tell 4 to 6 people about their experience. So that's a way to significantly influence the word of mouth about your business. Don't act as a nameless or faceless business; genuinely talk with your customers as a person representing the business. Address your customers by name, and tell them your name at the very beginning of your interaction.

2. Don't Come on Too Strong - Respect Your Customers. A third of consumers say they experience rude customer service at least once a month, and 58 percent of them tell their friends. This is exactly how word of mouth can work against your company's reputation for the long term. It's very important to be respectful of a customer's mood

when trying to resolve an issue they have with your company.

Keeping your patience is key to giving your customer the time to air out their issue. And, in turn, it creates the opportunity for you to help resolve the issue and make them comfortable. The more comfortable the customer is the more likely they'll share valuable feedback that can help prevent similar issues from occurring again in the future.

3. Always Listen - Hear What Your Customers are Saying. At a time when it's easy to have a two-way dialogue with your customers, it's important to truly listen. When listening to your customers, take into account what changes your organization should make from this feedback, and then follow through. Your customers are the lifeblood of your organization, and not dealing with the reasonable requests could cause backlash.

Use the following methods to gather feedback from your customers:

Surveys Focus Groups

Observation

Point of Sale

Customer Service

Social Media

Communities and Groups

Email and Web Forums

(Continued on page 4)


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Walt Disney said it best, "Do what you do so well that they will want to see it again and bring their friends."


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WORRY As an entrepreneur, worry comes with the territory. In fact, over a third of entrepreneurs told Gallup they worried a lot about yesterday. While worry is a quotidian experience, it is not productive. You have to make peace with the things that concern you, and not let them stop you from taking action and pursuing your dreams.

To achieve success as an entrepreneur, you must embrace action and let go of perfectionism, fear and worry. You have the power to transform your future by giving up on these three biggest impediments to reaching your goals.

Source: http://www.entrepreneur.com/article/243143

(Continued on page 4)

By: PAIGE BROWN, ENTREPRENEUR MEDIA

need to just go for it, foregoing your perfect business plan and winging it with a five-page deck instead. The hardest part of giving up on perfectionism is to own your decision. While it is never going to be easy, if you let go of perfectionism, you will achieve better results.

FEAR Entrepreneurs resolve is tested from the very first step of starting a business. In fact, one of my entrepreneurship professors compared starting a business to jumping off a cliff and assembling your parachute on the way down. While it is that scary, if you succumb to your fear and never take the plunge, you have zero chance of succeeding. In addition, entrepreneurs must overcome the fear of rejection. Heres one exercise: Send out applications for awards, incubators and programs for which you are afraid you might not be qualified. It worked for me. I took a chance and applied for the NYSE Big StartUpSM competition in 2012 and soon found myself standing on the podium ringing the Closing Bell. Not giving in to fear of failure or rejection was the secret to my success.

W hile many people dream of starting their own business, not everyone takes the plunge. Meanwhile, among those who do embark on an entrepreneurial pursuit, many face the difficult reality that 50 percent of new businesses will fail within five years. Sometimes, success or failure depends less on external factors and more so on an entrepreneurs mindset. Indeed, as economists have noted dating back to the 1930s, psychological factors have major impacts on economic behavior. Here are the three biggest psychological impediments to entrepreneurial success and how to overcome them:

PERFECTIONISM For entrepreneurs, practice doesnt make perfect; action does. You simply cannot wait until you are 100 percent ready before you take action. I remember thinking that I needed to write out 25-page business plans before I could do anything. After all, thats what I was taught in school. In reality, by the time your perfect business plan is out of the printer, its already dated. We always want to think things all the way through, but sometimes you

The 3 Biggest Obstacles to Entrepreneurial Success

I ve made the point before that knowing when and how to delegate is a trait of good leaders. It shows trust in your employees and ensures that you are focusing your own time and skills in your zone of genius the tasks that only you can do.

But Id like to argue that there are some things that should never be delegated because they will make you too far removed from your team, open you up for criticism, or ultimately paint you in a bad light.

If youve delegated any of the following tasks, I suggest you

7 TASKS SUCCESSFUL LEADERS NEVER DELEGATE By: BERNARD MARR, LinkedIn

move these back into your zone of genius:

1. Core functions or responsibilities Neither a company nor an individual employee should ever outsource their core competencies the tasks that add the most value. As an employee, if you outsource these tasks, your boss may wonder why he needs to keep you around at all.

2. Praise and discipline These tasks are two sides of the coin. People will

naturally trust and be more loyal to the person who doles out praise and incentives, and the higher up you are in a company, the more important it is to do these

10 Ways to Make Customers Fall In Love With Your Business (continued from page 4)

4. Continue to Satisfy - Offer Ongoing Support and Specials. The #1 reason for customer attrition is dissatisfaction with customer service. Do everything in your power to provide excellent service to your customers on an ongoing basis. Respond quickly and enthusiastically, and be ready to present a special offer or discount with the hope of up-selling the customer to buy more.

5. Treat a Customer Like a Valued Partner - Communication is Two Way. As previously mentioned, take your customer's feedback seriously and act upon reasonable requests. What's the point of listening if you're not going to act on that feedback? Make sure it's clear that you want your customer's feedback and that your business truly values them as a partner.

6. Build Trust - Alert Customers to Large Scale Changes, Good or Bad. It takes 12 positive service experiences to make up for 1 negative experience. This is how sensitive trust is between a business and its customers. No matter your size, keep your customers in the know when it comes to positive and negatives changes to your products and services that affect them.

7. Be Transparent - Honesty is Crucial When it comes to Mistakes. Being transparent in the digital age is a must. Much like the principles discussed above, transparency is a critical factor in building trust, satisfaction, and love from your customers. What does it mean to be transparent?

Transparency means that you are not afraid of feedback. Transparency means that you have nothing to hide.

Transparency means your employees' personal and work persona blur.

8. Follow Through on Your Word - Follow Up on Promises. Your word is your bond. Following up on your promises helps show the transparency of your business, while helping to build a feeling of trust and dependability with your audience.

9. Recognize Responsibility - The Customer is Always Right. No matter the circumstance, the customer is always right. This is a rule to guide your business through its growth, from customer service to user experience to product development. To help set this in motion, create a customer service policy to

show your customers they are always right.

10. Always Say "Thank You" - Kindness and Gratitude will Take You Far. Last, but certainly not least, always say "Thank you." As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer's business is an undeniable way to further enchant them for the long term.

Craft every thank you sent out from your company to be specific to the customer, relevancy is key. Be as appreciative as possible to your customers for taking the time to go through the process of resolving their issue. Finally, follow up with a good old fashioned "Thank you."

Source: http://www.huffingtonpost.com/brian-honigman/10-ways-to-make-customers-fall-love-with-business_b_2838322.html


7 TASKS SUCCESSFUL LEADERS NEVER DELEGATE

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(...continued from page 3)

activities yourself. Likewise, while disciplining employees is possibly a managers most unpleasant task, it shouldnt be passed off to a subordinate.

3. Team building and talent nurturing Perhaps a managers most important job is building, training, and nurturing his or her team, which is why its vital not to completely outsource these tasks. Bringing in the right talent, putting together a team that works well, and understanding which members need training, mentoring, or incentives are the tools for success.

4. Fundraising and investor relations Especially if youre a CEO or entrepreneur, you cant completely delegate these tasks. Investors want to hear from the person in charge whether the news is good or bad.

5. Mission, vision, and company culture As with team building, you cant outsource the core values that bring you together as a team. Whether you are the CEO or a team leader, maintaining the vision that drives your team cannot be forgotten or outsourced.

6. Crisis management No matter how big the crisis is in the grand scheme of things, your presence is required. Its important to show all parties that you are monitoring the situation and involved in finding a solution. It doesnt matter whether your organization is negotiating a hostage situation or trying to salvage your biggest account; a wise leader will be present and involved.

7. Traditions and etiquette There are just certain situations that require your presence out of politeness and tradition. It would be unthinkable to send your assistant to the funeral of an employees relative or a team members wedding. Go or dont go, but dont delegate this one.

The most powerful leaders in the world understand the power of delegation. But the best leaders will make a point of keeping these items on their personal to do list, no matter how important or powerful they grow to be.

Source: https://www.linkedin.com/pulse/7-tasks-successful-leaders-never-delegate-bernard-marr


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A.B. Taylan Construction and Development A.J. Taylan Construction Corporation

APD Construction

Kenneth Construction and General Merchandise Rabbit Construction and Development Corporation

WEE Builders


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Ascentia Construction, Incorporated

Asset Builders Corporation

Elgrade Incorporated

Greenlight Power, Incorporated

Greenmetal Electric Manufacturing Corporation

Lourel Development Corporation

Mega Philippines, Incorporated

Quadcore Construction & Development Corporation

Quadstruct Incorporated

Universidad de Sta. Isabel Health Services Department (Mother Seton Hospital)

MEET OUR NEW CLIENTS

DIS/ISO 9001:2015 ORIENTATION

October 24 2015

Legaspi City, Albay


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December 1,2014, Metro Manila


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December 5,2014, Cebu

December 11,2014, Davao


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NYP New Year s Party

FCU IN ACTION


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FCU IN ACTION

Strengthening our Team


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Sharpening the Saw

FCU IN ACTION

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F C U T E A M

goes to

T H A I L A N D


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JOKES

CORNER

WHO ARE YOU TALKING TO?

A man joined a big Multi National Company as a trainee.

On his first day, he dialled the kitchen and shouted into the phone: Get me a cup of coffee, quickly!

The voice from the other side responded: You fool; youve dialled the wrong extension! Do you know who youre talk-ing to?

No replied the trainee.

Its the Managing Director of the company, you idiot!

The trainee shouted back: And do you know who YOU are talk-ing to, you IDIOT?

No! replied the Managing Director angrily.

Thank God! replied the trainee and kept the phone down.

FACTORY WORKERS

In a small town in the US, there is a rather sizable factory that hires only married men.

Concerned about this, a local woman called on the manager and asked him, Why is it you limit your employees to married men?

Is it because you think women are weak, dumb, cantankerous or what?

Not at all, Maam, the manager replied.

It is because our employees are used to obeying orders, are accus-tomed to being shoved around, know how to keep their mouths shut and dont pout when I yell at them.

DIFFERENCES BETWEEN YOU AND YOUR BOSS

When you take a long time, youre slow.

When your boss takes a long time, hes thorough.

When you dont do it, youre lazy.

When your boss doesnt do it, hes too busy.

When you make a mistake, youre an idiot.

When your boss makes a mistake, hes only human.

When you take a stand, youre being bull-headed.

When your boss does it, hes being firm.

When youre out of the office, youre wandering around.

When your boss is out of the office, hes on business.

When you have one too many drinks at a social, youre a drunken bum.

When your boss does the same, he appreciated women.

When youre on a day off sick, youre always sick.

When your boss is a day off sick, he must be very ill.

When you apply for leave, you must be going for an interview. When your boss applies for leave, it s because hes overworked.

READ BETWEEN THE LINES

What these words on yearly performance reviews really mean:

OUTGOING PERSONALITY Always going out of the office

GOOD COMMUNICATION SKILLS Spends lots of time on phone

ACTIVE SOCIALLY Drinks a lot

INDEPENDENT WORKER Nobody knows what he/she does

USES LOGIC ON DIFFICULT JOBS Gets someone else to do it

HAS LEADERSHIP QUALITIES Is tall or has a louder voice

EXCEPTIONALLY GOOD JUDGEMENT Lucky

CAREER MINDED Back stabber

LOYAL Cant get a job anywhere else

OF GREAT VALUE TO THE ORGANIZATION Gets to work on time

EXPRESSES THEMSELVES WELL Speaks English

RELAXED ATTITUDE Sleeps at desk

All I Really Need to Know I Learned in Kindergarten

Dear Friends,

This years first issue of our newsletter features the importance of ethics in business. Business ethics are the code of values and principles that direct the actions of persons about right and wrong. We make decisions everyday and our actions can affect the lives of others. We believe that youll find our articles helpful because ethics and character are critical to the success of every business.

Enjoy reading and stay In Touch!

- Cherry and Sukh

FROM THE EDITORS

http://www.jokesduniya.com/3055/factory-workers/http://www.jokesduniya.com/2869/differences-between-you-and-your-boss/http://www.goodreads.com/work/quotes/2399046

Documents

In Touch March 2015