Chad Wilke – 
In early 2008, Indian Newslink Editor Venkat Raman came to see me to gauge my interest in a new project.
For some time Venkat had thought that the Indian business community in New Zealand needed encouragement to adopt new thinking and modern business practices. His proposal was to commence a Business Awards programme open to all Indian-owned and managed businesses in New Zealand.
The entry requirements were to include a realistic test of a business’ plan for growth and success, and a qualified and independent panel of judges to evaluate the entries and provide feedback.
Improving businesses
The objectives were to provide a path to business improvement processes, as well as the opportunity to celebrate successful Indian businesses.
Over the years since the Awards programme started, the Indian population in New Zealand has increased from about 115,000 to about 180,000 today.
Whilst accurate research has not been carried out, it is anecdotally thought that the number of Indian-owned businesses could be in the 5000 to 7500 range throughout New Zealand, and include some very big businesses as well as the usual number of very small businesses -in other words, similar to a slice of the broader non-ethnically selected business community.
Important lessons
The lessons we have learned are therefore like those that apply across the business world in New Zealand.
First, there are many small and medium-sized businesses which have grown rapidly in their first years of life and now need help to move to the next level.
We know from previous research that about 64% of New Zealand business do not have a written strategic plan.
Their growth is constrained by trying to do more ‘BAU’ (business as usual) without considering other strategic options.
Often this is because the business founder is personally very busy in the business and does not have either the time or access to new ideas and people.
Feedback from the Awards’ judges often suggests the need to involve an independent person whose knowledge and experience is different to that of the founder of the business. This could be an experienced mentor, or perhaps an independent board member.
Customer Service Excellence
One of the most popular categories of the Indian Newslink Indian Business Awards has always been ‘Business Excellence in Customer Service.’
Of course, the best proof of this is ongoing and repeat sales.
However, the judges frequently find that there are no formal processes for measuring customer satisfaction nor for dealing systematically with complaints. We sometimes hear that there are no complaints. This simply stretches credulity.
Handling complaints
Complaints are a reality of doing business. And complaints are like gold.
There are few other means of getting such honest and useful feedback on the quality of service.
One business that stands out for me had a manager who insisted on receiving all complaints and gave himself the challenge of 24 hours to not only sort the issue out, but to turn the complainant into a repeat customer and referrer of further business.
I am sure that he also followed the basic rules for dealing with complaints – listen, acknowledge, apologise and find a mutually satisfactory solution.
This year, the judges again have had the pleasure of reviewing the entries for a number of splendid businesses and picking great category finalists and winners.
For those who entered and didn’t get to be a finalist or a winner this year, try again.
Our experience shows that businesses that enter often take the first year to spot some of the gaps in their business plan and in years two and three, they progress to be finalists and maybe winners.
Tenth Anniversary
And next year, 2017 will be the year to be sure to enter the awards. It will be the 10th anniversary year for the Indian Newslink Indian Business Awards and Venkat promises a celebration of which you would want to be a part.
Chad Wilkie, Executive Director of Ignition Partner, is Chairman of the Panel of Judges of the Indian Newslink Indian Business Awards and is an experienced adviser to chief executives on shaping businesses for growth and structuring deals to achieve business growth.
