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By Antwan Richardson

 When I began my working career, drug testing was not even a word combination. I had never been exposed to drugs beyond the point of alcoholic beverages and then only on special occasions and holidays. To contemplate daily usage of some foreign substance was beyond my realm of possibilities. I was not alone. That was twenty-five years and many drug issues ago.

Today, if you apply for a job of any kind, you will be drug tested. Why? Because a lot has changed in twenty-five years. Today, the prevalence of drug abuse in every level of our society has grown beyond anyone’s belief. Drugs have infected our teens, our adults, the rich, the poor; even the sanctuaries of our churches are no longer exempt. If you can manage to reach the age of thirteen without exposure to marijuana, hallucinogenic substances or the common place alcoholic beverage, you are an exception. With so many opportunities for experimentation, it’s no wonder that we have a problem with drug addiction in our workplace. Once a young person becomes addicted to a drug, the chances of abstinence are low, until it begins to affect their ability to generate an income or interact in relationships.

The point of intervention for most employers is to simply prohibit the employment of an individual that tests positive for drug use. The cost to employers for employees with drug or substance abuse problems is staggering. Employees will cost them twice as much in medical bills and workmen’s compensation claims. Drug related crime is the second largest expense to an employer. Lost productivity for victims and lost employees due to incarceration for drug crimes accounts for the bulk of the drug related expense.

Thanks to the advent of drug testing in the workplace, drug use rates have continued to decline since 1992 and remain stabilized today around 7%. Implementing a drug testing program in your place of business has never been easier and the cost is minimal. Businesses have access to many hundreds of companies that are drug testing administrators. These companies will provide your business with everything you need to drug test all employees or randomly test a few employees. You simply notify the administrating company when you’re ready to test and they handle the rest. The administrator performs onsite interviewing and testing, proceeds to having the tests processed and provides you with the results.

Drug testing for the most common illegal drugs is readily available and some of the more difficult testing options can be incorporated at the customer’s request. Drug test kits for the most common tests require the individual being tested to supply a certain amount of urine in a tube, vial or small cup. Introduction of a fairly new test strip further ensures the laboratory that the urine provided is not “borrowed” and brought into the testing facility. Other common forms of test methods are saliva, hair and blood. Generally speaking, however, urine provides the most reliable results at the most economical price.

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Managing Customer Relations

By Antwan Richardson

 The catch phrase of the 1990s, Customer relationship management, was an instant darling of large and medium business houses, which in theory promised to develop and manage a happy and cordial relationship with customers. Now a decade and more into customer relationship management, organizations are slowly realizing that the unwieldy process is no longer easy to handle easily, as they initially thought, and forging a relationship forever is not gaining ground.

The reasons for the slow progress of this magnificent management tool are not very difficult to understand, although it has taken years to dawn on the organizations. However, fundamentally, the theory of CRM, customer relationship management, is still the wonderful formula for insuring your customer base. Let us see the two biggest stumbling blocks on the road to successful customer management relationship.

Two of the Biggest Stumbling Blocks to CRM

1.The success of customer relationship management depends on whether each interaction of customers with the organization was satisfying enough.

2.The cumbersome process is cost ineffective and unfriendly to maintain and track product and user data accurately

However, software managed databases are coming close to inject efficiency with advanced features to track have changed the face of CRM vastly. Nevertheless, the recent advent of internet technology has proven to take CRM to an altogether different plane wherein customer can instantaneously interact with automated answer banks and/or a customer support executive.

So, What Is the Basic Structure of Automated CRM?

To make things simple, let’s take the three core structural elements of an automated CRM. These three can be enumerated as: 1) Operational structure, to automate the fundamental business processes like marketing, sales, and service;

2) Implementing analytical technology to support customer behavior analysis and finally,

3) Cooperative approach to ensuring customer contact through media such as web, phone, SMS etc.

Software based CRM brings in certain cutting edge advantages.

1. Round the clock and 365 days information delivery on products/services, usage, problem solving over the web.

2. Automated scheduling of sales and service calls

3. Automatic guidance to typical problems

4. Interactive web tools allow customer define quality and/or problems

5. Easy tracking of repeat customers facilitate quicker identification

Still There Is Shadow beneath the Lamp

As business world is moving towards ironing out lacunae, there still remains lot of things to attend to. Not all the customers who emailed to customer departments are satisfied. The general complaint is the quality of service remained the same despite interactive websites. Whosoever is answering the emails still has the traditional supportive back office works to do. Another point that could be sighted here is the bane of automated email reply.

The bottom line, however is, come what may, CRM is here to stay.

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An Honest Look at Your Team Building Activities

By Antwan Richardson

 Team building has become one of the newest buzz words in the corporate lexicon. In fact, for at least the last decade surveys of business leaders in every industry have shown that the prime characteristic they look for in new hires is the ability to work with a team. And why not? Research has shown that when people work in teams, they can accomplish far more than a group of individuals working together. But not all team building activities are created equal. Over the last few years, some industry experts have leveled criticism at the ‘quick-fix’ attitude that has been adopted by many companies who attempt to create or sponsor their own team building activities.

In order to be effective, say experts in corporate teams, a team building event must:

- Be integrated with real work goals.

o It’s not enough to plan a fun day of activities for your team. The team building event that you plan should help focus the members of the team on what’s not working and what needs to happen for the team to work together.

- Be part of an overall company goal.

o Plan team building activities and events as part of the company’s overall plan for success. That means more than just a one off event to go buggy riding. Team building events should be an ongoing, annual or semi-annual event.

- Be planned by a team.

o After all, the goal is to promote teamwork. The planning team should model the behavior that you expect it to promote.

- Be followed up with real work integration.

o A one off event that has no follow up in the work world will be seen as a holiday at best - and a cynical attempt at manipulation at worst. To be meaningful, team building efforts must continue beyond the event day.

- Be reinforced by rewarding teamwork and team behavior.

o Once you have a team that’s working as a team, you need to reinforce that behavior by rewarding it. Recognition of teams that are working exceptionally well, specialcorporate events to mark team accomplishments and notice in the company newsletter are all ways to reinforce and reward teamwork within your company.

If planning an event that will do all that seems daunting, keep in mind that there are companies who make this their business. A corporate events planner can offer your company custom team building activities that are designed to help your employees and coworkers focus on the importance of working together as a team by providing focused activities that require each participant to work as part of a team. Don’t just hire on a company to throw a do for your organization. Seek out a real professional with experience and expertise in building exercises that build teams.

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