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A personal story about quality control

Berkonomics

As my enterprise computer software company which produced innovative lodging systems for hotels and resorts grew quickly, we found ourselves straining to keep up with the hiring and training of good customer support representatives, a critical part of the equation then and still so today in the 24-hour environment of hotel front desk operations.

Training 156
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Are you being watched at work?

Berkonomics

We lose both when we catch someone, especially someone above us, acting differently than his or her self-proclaimed rules, or even violating company rules. Examples can seem surprisingly insignificant. Why have rules, or a company handbook, or new employee orientation sessions if the actions don’t match the words?

Examples 156
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Why should you explain WHY?

Berkonomics

In my early journalism classes, I was taught the five “W’s” of good news stories, and that most should be in the first paragraph at that. I’ve recently experienced an example of this. Remember the five “W’s?”. Who, what, when, where and why are the five, with sometimes a “how” thrown in for those followers of the macabre.

Journal 156
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Can you defend your pricing niche against your competition?

Berkonomics

There are five major classes or niches a company should examine and make its own in calculating positioning in the marketplace. Companies that compete on price rarely compete against others who emphasize service or quality. Here are a few examples to help you. So, here comes the lesson and your challenge…. Innovation.

Pricing 226
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When to pivot from your original plan?

Berkonomics

My favorite example of a world class pivot comes from the CEO and board of one of my most successful investments. And it built a billion-dollar market and then some – where the original vision and plan might have restricted the then-small company to a tiny percentage of that. My story of a great pivot.

Resource 156
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Do you really want to be the first to market?

Berkonomics

Over the years, as I managed my several computer companies as CEO or executive chairman, I made the decision to go to market with a brand-new product that had never before been exposed to my customer’s marketplace. Apple as a surprising example. For argument’s sake, let’s credit the iPhone with igniting an entire product class.

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Entrepreneurs: Employment law is not on your side!

Berkonomics

Small companies most often scrape by with borrowed or invested funds, doing everything possible to grow and prosper with limited resources. So, it is like a punch in the gut when an employee makes a claim against the company for a perceived or actual but unintentional violation of a law or regulation. So, my advice is simple.