Contingency programs that are not cost-effective

Contingency programs that are not cost-effective usually have three characteristics: The most costly mistake that a business can make in developing its program is to have it aimed at keeping technology running instead of keeping the business running. 1. Program focus is on keeping technology running rather than on keeping the business running. 2. No one worked with functional supervisors to develop alternative procedures to support vital business functions until normal processing capability is restored. 3. The program fails to recognize that businesses could continue to function for a week or two without normal computer processing capability. Like, Comment & Share our page! Visit our website at www.unite.com.ph

Survey: BPO employees setting market trends in PH

MANILA - Business-Process outsourcing (BPO) employees, with cumulative compensation of about P250 billion annually, are now more influential in setting market trends than the average Filipino, according to a study conducted by Nielsen Philippines.

In a statement, Nielsen Philippines Managing Director Stuart Jamieson said the BPO employees’ income has more to do with it than anything else.

“Being well paid than most Filipinos, BPO employees are formidable members of the growing middle-class population of the country. The spending habits of BPO employees reflect an affluence that is more than the general population, spurring consumer spending,” Jamieson said.

In the Nielsen Outcall report, which provides a 360-degree view of BPO employees, BPO employees are able to alter their lifestyle to fit the demands of their job. They also change their purchase and consumption habits, helping set market trends.

With this, Jamieson advises marketers to tap BPO consumers by forming retailer collaborations around BPO offices. 

This is specifically advantageous for convenience stores and fast- food coffee shops that are frequented by call-center employees.

In terms of food products, BPO employees consumed more processed and pre-packed food during breakfast and breaks, while for dinner, their diet included other alternatives, such as pre-packed food, or dining out. They also showed high consumption of breakfast cereals, hard candies, gum, biscuits and chocolates.

“In some in-depth interviews which were used to complement the survey data, respondents say they prefer instant breakfast cereals because they can be eaten quickly at home or out of home. While consuming candies and gum help them to be alert and awake during night shifts, BPO employees rely on biscuits to keep them full in between main meals,” Nielsen said.

The Outcall report also disclosed that BPO employees drink beverages such as iced tea, energy drinks, ready-to-drink juices and milk more frequently than most Filipinos. It was learned in the interviews with BPO employees that consuming these drinks is their little daily indulgence as these satisfy one or more of their consumer needs.

There was also a higher consumption of alcoholic beverages among BPO employees. Data showed that 76 percent of BPO respondents admitted that they consumed alcoholic drinks in 2012 compared to 40 percent of the general population.

Nielsen said BPO employees considered alcohol as a facilitator in establishing teamwork. They claimed that for spontaneous or after-shift drinking, they buy alcoholic drinks from convenience stores and places which are open 24 hours.

“For a planned drinking session, they go to grills and watering holes. These planned drinking sessions happen usually on paydays, when they have money to burn. BPO employees said they also drink during their day-offs in their homes or neighborhoods,” Nielsen said.

When it comes to technology adoption, BPO consumers are more likely to own gadgets more than the general market. 

This is a strong indicator of the improving socioeconomic class of BPO employees.

Compared to the general population, more BPO employees own postpaid subscriptions, with significantly higher monthly spending than the total market.

The in-depth interviews say that mobile phones are essential in their lives because they enable them to manage their busy work schedules and, at the same time, cope with maintaining their relationships with family and, friends. They also use their mobile phones as a tool for entertainment to break the monotony of workdays.

“By being constantly on their mobile phones and staying online through their high connectivity and multiple- connection points, BPO consumers are more accessible via the Internet. BPO consumers live multiscreen lives. They watch TV while they have a tablet or mobile phone on hand,” Jamieson said.

“This gives advertisers and marketers huge opportunities to drive innovation and interest to various categories, such as consumer goods, pharmaceutical products, telecommunications and financial services,” he added.

© ABS-CBN NEWS

  

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Produced by the International Contact Center Conference & Expo (ICCCE) is the premier learning and networking event for the contact center industry. It is, by attendance and scope, the largest contact center conference and expo in the world!   That combines an industry conference tackling major industry issues and trends, a training and development program for contact center professionals, and an exhibit of the latest products and solutions.  
 
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What is Business Continuity means?

Ensuring that essential business functions can survive a natural disaster, technological failure, human error, or other disruption. Reviewing and updating district-wide business continuity plans and assuring essential business functions are adequately staffed per Base Plan. Plans for continuation of IT services, communications, and essential business functions in the immediate aftermath of an incident.


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Trivia: “Take an extra effort in understanding customers to serve them well! “

 “Take an extra effort in understanding customers 
to serve them well! “

Customer is every company’s core business because without the customers, a company’s products or services are useless. This is one of the distinguishing factors between private business and public service, which pushes private businesses to work harder in caring about customers compared to public organizations that tend to forget that the public they serve are their principal sources of funds from whom they get their mandate and their salaries. Because of which, private companies need to take an extra effort in understanding customers to serve them well. One approach to do this is to think like a customer in order to anticipate the needs, requirements, and wants that a customer needs to address or satisfy in availing a service or purchasing a product. 

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IBM sells off Customer Service BPO business for $505 million

IBM, quoting low margins and profitability, has decided to sell off its customer service BPO business to Synnex for $505 million. The acquisition will be fully integrated under the Concentrix brand, a wholly owned subsidiary of SYNNEX.

As part of the transaction, SYNNEX will enter into a multi-year agreement with IBM, and Concentrix will become an IBM strategic business partner for global customer care business process outsourcing services. Synnex will pay approximately $430 million in cash and $75 million in stock for the IBM business.

IBM has sold off the business unit to focus on innovative and high value areas that allow for larger profit margins. “This agreement is good for IBM as it furthers our focus on growing our software and cloud-based CRM [customer relationship management] solutions as part of [our] continuing shift to high value and innovative spaces,” said Lori Steele, general manager of IBM Global Process Services”.

IBM still retains a significant portfolio in other BPO areas including HR, logistics and procurement.

“We are very excited to bring together these two great teams, each recognised by their clients as leaders in providing outstanding and innovative solutions,” said Kevin Murai, President & CEO, SYNNEX Corporation. “This acquisition will significantly extend our portfolio of offerings and delivery capabilities that will make Concentrix a global Top 10 player in this growing market.”

The acquisition should provide Concentrix and its customers significant economies of scale, leveraging a range of technology platforms, people and services to support high-value customer interactions.

Through the acquisition of IBM’s customer care business process outsourcing services business, Concentrix will provide customer care services for clients in more than 12 industries.  Concentrix will significantly expand its global footprint across six continents to approximately 45,000 staff and 50 plus delivery centres.

While the transaction is being completed, the companies will continue to operate independently and IBM customer care business process outsourcing services will continue to be sold and delivered as usual.  IBM hasn’t commented yet on how that will affect operations here in Australia and New Zealand and whether this will see Concentrix setup offices locally.

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"Call centre business gains momentum"

Call centre business is gaining momentum as a number of large companies have outsourced work to third parties recently.The Business Process Outsourcing (BPO) industry, including call centres, is now worth around $12 million, of which 50 percent is accounted for by the domestic market, according to its trade body.

The local demand for such services is growing by around 20 percent every quarter, said Ahmadul Hoq Bobby, president of Bangladesh Association of Call Centre and Outsourcing (BACCO). He said a positive trend in the business is that big companies are becoming confident of local service providers. He said mobile operators Airtel and Citycell have recently outsourced their call centres to local companies, while Robi has outsourced work to an Indian company.

Biman Bangladesh has also outsourced a part of its call centre, Bobby said. At the same time, companies in the fast-moving consumer goods and health sectors are signing up local call centres to maintain their back offices. Bobby said the operations of domestic companies should be outsourced first to local call centres, then international contracts would grow.

Bangladesh provides several BPO services such as customer services, telemarketing, telemedicine, back office operations, virtual assistance and CCTV monitoring. The country has potential in several other sectors such as legal processes, human resources, supply processes, finance and administration, and will grab the market soon.

Bangladesh Telecommunication Regulatory Commission (BTRC) has recently encouraged the industry by easing the licensing process.

Among the challenges the sector faces, Abdur Rahman Shawon, executive coordinator of BACCO, said internet prices are still high compared to the competing nations.

A second submarine cable is required and bandwidth connectivity is still a problem, he added. Shawon also said a tax-break for at least 10 years is required to attract foreign clients and investment. The World Bank is going to fund a $70 million ICT project for institutional support for call centre training programmes. Over 50 call centres are now members of BACCO and as per BTRC statistics, around 70 call centres are in operations.

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News Update:
SM Investments Corp., one of the largest business organizations in the Philippines, is supposedly securing several office properties in Bonifacio Global City (BGC) in Taguig. The move is seen as an effort to gain access to thegrowing business process outsourcing (BPO) industry.

Meanwhile, the IT and Business Process Association in the Philippines (IT-BPAP) predicted that by 2016, the BPO industry will post revenues amounting to $25 billion from $13 billion last year.

Source:
http://business.inquirer.net/

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Ways How to Boost the Confidence of Call Center Agents.

4 ways how to Boost the Confidence of Call Center Agents.

3 of 4: Create a positive environment.

Another way to approach counseling is to focus on creating a positive environment for the agents. Instead of seeing hatred and desperation, agents should be able to see the positive side of things. Apart from providing positive feedback and counseling, this can also be achieved by providing fun at work. Managers and supervisors should think of creative ways to make work fun and something to look forward to by giving concrete incentives and awards to agents.

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Confidence or the belief on oneself is very important in any endeavor including at work. In a call center company, an agent’s confidence is crucial because it constitutes part of the nature of customer service. Confidence is important in communication in order to impart messages with clarity and sincerity. This is especially true because agents usually communicate with foreign clients who could be intimidating and demanding. Boosting the confidence of call center agents is therefore an essential function of managers and supervisors.





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How to Boost the Confidence of Call Center Agents.

4 ways how to Boost the Confidence of Call Center Agents.

2 of 4: Peer Coaching.

One can supplement the training of agents in building the relevant skills need for effective customer service and communication through coaching. A buddying technique helps a agent to have a peer with whom one can receive advises and tips. Agents tend to be more responsive with peers because they can immediately relate to their experience.

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Conversation tips for agents on chat support outsourcing.

Listen to what they need.

The customer may be asking for a product’s specifications, looking for discounts, or having problems checking out their cart. Understand what your customer is after, ask questions to get down to the significant details, and reply accordingly. Avoid pitching sales if unnecessary.

Most importantly, the agent must comply with the business’ guidelines on chat sessions and follow the provided scripts. Following these tips can help agents effectively engage the customers on chat support.

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4 ways how to Boost the Confidence of Call Center Agents.

1 of 4: Provide training.

The most apparent way to boost confidence level of agents is through training. Training allows agents to reach a certain level of communication skill which makes them comfortable in communicating. Training can also be used to directly address deficiencies that can cause an agents low level of confidence. The best training that can help agents gain confidence in communicating with foreigners is a practice training in which agents actually talk to foreigners.

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Contingency programs that are not cost-effective usually have three characteristics: The most costly mistake that a business can make in developing its program is to have it aimed at keeping technology running instead of keeping the business running. 1. Program focus is on keeping technology running rather than on keeping the business running. 2. No one worked with functional supervisors to develop alternative procedures to support vital business functions until normal processing capability is restored. 3. The program fails to recognize that businesses could continue to function for a week or two without normal computer processing capability. Like, Comment & Share #UniteMember #PhilContactCenter visit our website at www.unite.com.ph/

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Are You Gaining Success for Your Small Business?

Gaining Success for Your Small Business

“4 tips on how to sustain and live it up”

3 of 4: Plan & Build Ahead.

Most Entrepreneurs spend most of their precious time wearing many hats, worrying and handling the day-to-day tasks. However, this means that they are not actually working on building out the business’ long-term viability. And under this scenario, it is very hard to grow or move from where your business is right now.

So create a dedicated time in your schedule to work “on” your business. Work on your long-term vision for the business and determine how to get there. Demonstrate your survival instinct and focus on your long-term strategies to ensure that you can remain in the business for years to come.

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Discussion: "The Non-Taxable Compensation"

The general rule is that the more compensation you earn, the more taxes you pay. Hence, most companies provide what they call as the “tax shield” to minimize effect of taxes on the compensation of their employees. To hide the “tax shield”, they work around some expenses to make it appear as allowable deduction. The problem with this is that the accountant and HR have to work closely to monitor and hide this taxable compensation from the books.

Why do all the hassle and headache when you can actually provide non-taxable benefits without violating BIR regulations?

Here is a list of some non-taxable compensation companies can maximize:

Mandatory SSS, Philhealth and Pag-Ibig contributions, and union dues of individual employees;
Premium payments on health and/or hospitalization insurance not to exceed 2,400/annum, provided that annual combined gross income of the family does not exceed 250,000;

Thirteenth (13) month pay & other benefits not exceeding P30,000.00
There is also what we call as deminimis benefits. These are the benefits of relatively small value and are qualified for tax exemption. Very few companies maximize the tax advantage of deminimis benefits. Providing this additional non-taxable compensation is legally allowable. It is compliant with DOLE and BIR regulations.

As provided under Revenue Regulations No. 10-2008, 5-2011, 8-2012; the following are the non-taxable deminimis benefits allowed under the tax code:

Monetized unused vacation leave credits of private employees not exceeding ten (10) days during the year;
Medical cash allowance to dependents of employees not exceeding P750 per semester or P125 per month per employee;
Rice subsidy of P1,500 or one (1) sack of 50-kg. rice per month amounting to not more than P1,500;
Laundry allowance not exceeding P300 per month;
Uniforms and clothing allowance not exceeding P5,000 per annum;

Gifts given during Christmas and major anniversary celebrations not exceeding P5,000 per employee per annum;
Daily meal allowance for overtime/night shift work not exceeding twenty-five percent (25%) of the basic minimum wage;

Actual medical assistance, e.g. medical allowance to cover medical and health care needs, annual medical/executive check-up, maternity assistance, and routine consultations, not exceeding P10,000 per annum; and,Employees achievement awards, e.g. for length of service or safety achievement, which must be in the form of a tangible personal property other than cash or gift certificate, with an annual monetary value not exceeding P10,000 received by the employee under an established written plan which does not discriminate in favor of highly paid employees.

All other benefits given by the employers which are not included in the above enumeration are subject to income tax as well as withholding tax on compensation or fringe benefits tax.

“Deminimis” type of benefits, given in excess of the ceiling prescribed in regulations, shall be taxable to the recipient-employee only if such excess is beyond the P30,000.00 threshold.

Every person can also claim personal and additional exemptions from taxes. Personal exemption of Php50,000 and additional exemption of Php25,000 per dependent for a maximum of four (4) dependents. This will lower the taxable income.

Transportation, communication and meals liquidated and supported with receipts are treated as ordinary expenses of the company. If not liquidated, nor supported with receipts, these allowances become part of taxable compensation.

The BIR also allows a reasonable Entertainment, Amusement and Recreation Expense, also called representation expense, not to exceed 1% of revenue for companies engaged in sale of services or 0.5% of the revenue for companies engaged in sale of goods.

Every company should hire an excellent tax consultant and plan out their taxes before the beginning and end of each fiscal year.

To know more on how to save taxes legally, you may send an email to jesteban@aims.com.ph or visit our website www.aims.com.ph.

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4 tips on how to sustain and Live it up

2 of 4: Shift from Self-Reliance to Delegation

Being the owner of a small business does not mean that you need to do everything yourself. It’s not always easy for highly driven entrepreneurs to give up the reigns, but it’s critical to grow your business and avoid burnout. As the owner, your job is to run the business, once you start delegating, your business can grow. Hire people, whether a virtual assistant, part-time, or full-time employee, to help you take care of the busy work or the tasks you hate.

Another important aspect of a successful small business is the accounting side of things. Outsource complex issues to specialists; find an excellent accountant to help in the proper setting up of system,bookkeeping, filing of taxes and other paper works. You should no longer dedicate significant chunks of your valuable time to become an expert in accounting or tax laws, rather stay focused on core strategic, revenue-producing activities.


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Are You Gaining Success for Your Small Business?

4 tips on how to sustain and live it up.

1 of 1: Collaborate & Market

A growing business involves interacting with many people and building strong relationships. This is crucial for survival and growth. An entrepreneur must interact with others to secure resources, engage with potential customers and suppliers. Small businesses usually

Share a different culture where there are fewer bureaucratic layers and list of consultants standing between the owner and customer. Join up with fellow small business owners to co-promote, cross-network, support, and inspire. Fill your marketing plan with relationship-building opportunities and exercises. The enthusiasm & positive it brings make easier for others to interact with you.


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Know more about Membership Benefits from UNITE!

You will build a reputation for others to see by getting involved in discussions, attending webinars, commenting on other professional’s submissions, rating articles and registering for training classes. You can also start or join a Knowledge Exchange Group, which is a vibrant online community where contact center professionals interact with other serious professionals. All UNITE members will receive our e-newsletters that address current trends, strategies and metrics for contact center management.

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Be a Unite Member.

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How “Unite” Supports us?

We do not have to face business challenges on your own. Membership in Unite can make a big difference to our daily business processes & needs to improve our opportunities.

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UNITE understands the value of in-person meetings that provide an environment for professionals to gather and share information. UNITE members are committed to supporting local groups whose mission is to educate, and improve the skills and practices of the Contact Center industry.

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“Knowing Customers: A Key to Successful Telemarketing Services”

What makes them feel good when buying?

Does your customer feel satisfied and accomplished when making a new purchase? Does a gleeful greeting make them feel at ease to buy? Know some of the factors that encourage them to close the deal.


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Suggestion tips to Outsourcing Industry: “Surviving the graveyard shift”

Set a schedule for personal errands.

Some agents prefer doing errands after work, since this is less tiring and would not affect attendance or performance in the workplace. Other time-consuming or physically exerting social and entertainment activities are best done on weekends.

Ultimately, working in the graveyard shift in the Philippines’ outsourcing industry is about good time management. By allotting sufficient time for work and play, one can work to high standards and still have enough time for other activities outside the office.

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Philippine call center outsourcing: Country’s edge in the healthcare sector

 

As the world’s leader in outsourcing call center services, the Philippines has established its stronghold in voice-based operations and continues to expand its reach to various areas, such as healthcare.

The growth in healthcare outsourcing is attributed to the increasing global demand, and the country’s capacity to leverage its assets, including its workforce, among others.

 

© Open Access BPO

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“Knowing Customers: A Key to Successful Telemarketing Services”

What do they expect from you?

Being exceptionally accommodating or providing fast delivery may be what they’re expecting from you. Making good habits in your service constant can help gain more repeat transactions.

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Importance of Outsourcing – An ethical perspective.

Social Responsibility.

When evaluating a perspective provider you need to look at what they do to help the local communities they operate in. Are they involved with projects that address basics like housing, education and clean water? You will find that successful BPOs with quality reputations will be socially and environmentally responsible organizations.

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News Update: “Philippines capability in healthcare outsourcing!”

One of the strengths of the country in providing health information management (HIM) services lies in its large pool of healthcare professionals. International firm Everest Group reports that the country has around 200,000 nurses in total. These nurses come with an educational background that is largely patterned after that in the US, and have sufficient medical knowledge to work in the healthcare BPO as a career alternative.

The Philippines has unique advantages in terms of its culture, labor market, and people. These assets are harnessed by the local industry to seize global opportunities in the healthcare sector and attract international clients who wish to cut healthcare costs and provide superior healthcare services. Consequently, there is promising projections for local outsourcing, as it is expected to grow into a $1-billion industry by 2016.

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Poll Question:

“Which business functions are necessary to fulfill legal and financial obligations and maintain cash flow? “

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Trivia: “Outsourcing - An ethical perspective”

For many, the term Outsourcing is synonymous with corporate irresponsibility. The media loves to focus on the horror stories such as the garment workers in Bangladesh, the Nike workers in SE Asia or the Apple workers in China. For organizations caught up in these scandals, significant damage can be done to their reputation and brand. But there is a positive side to the story.

It is now fairly well accepted that outsourcing is not just an inexpensive labor arbitrage tactic, but also a strategic business decision. It’s about growth, global expansion and adding
Values.

 However, ethics and outsourcing continue to be burning issues for many businesses, government and the general public in western economies.

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Knowing Customers: A Key to Successful Telemarketing Services

What do they think about your competitors?

It might sound nosy and sneaky, but knowing your customers’ opinion about your competitors can help you know where your company currently stands in the market competition.

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Recovery Priorities for Cost-Effective Business Continuity Planning:

5 of 5: Classifying Business Functions.

After documenting and considering all business functions, their impacts and recovery time objectives, assign a recovery priority classification to each — high, medium, or low (or

any set of rankings you choose as long as each level is clearly defined). The classification should be based on how quickly the function needs to be restored and the long-term problems that could arise. Keep in mind, as the interruption time increases, a business function that was categorized as a low priority rating may eventually become a higher priority.


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Recovery Priorities for Cost-Effective Business Continuity Planning:

4 of 5: Possible Business Impacts

Remember in every situation, the negative consequences are likely to become greater as time passes unless you can take specific steps to manage the situation. Therefore, the objective of your planning should be to restore critical business functions fully within the time frames identified, or to identify steps ahead of time that will keep potential problems from overwhelming your ability to recover once critical functions are restored.

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Importance of Outsourcing – An ethical perspective.

Focus on Quality:

Quality, control and cultural differences are issues that will never go away when one talks about the risks of outsourcing. Cultural differences between the West and Asian countries are huge, and are often a cause for worry in an outsourcing relationship.

But these can be bridged by understanding the cultural sensitivities and how they can affect the outsourcing relationship. This needs to be done early in the relationship to avert any issues that can crop up later. Ensure your provider has strong programs for cross cultural training and coaching in place.

© The Sauce
BPO News That Matters

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Importance of Outsourcing – An ethical perspective.

Work environment and security.

Poor working environments and unfair HR practices are often cited as a consequence of meeting the West’s outsourcing demands. In some cases this may be true but all quality BPO Service providers adopt ‘best practice’ when it comes to HR management and provide their staff with comfortable and modern working environments.

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BPO News That Matters

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Recovery Priorities for Cost-Effective Business Continuity Planning:

3 of 5: One of the advantages of using Open for Business is the guidance it provides to help identify critical functions that might not appear obvious because they are completed daily without much thought. Open for Business® provides worksheets and training tools to help complete this recovery priority analysis, and step-by-step instruction is available in the online training session “Developing Continuity Plans.”

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Trivia about “Outsourcing – An ethical perspective”

Work Environment and Security.

Poor working environments and unfair HR practices are often cited as a consequence of meeting the West’s outsourcing demands. In some cases this may be true but all quality BPO Service providers adopt ‘best practice’ when it comes to HR management and provide their staff with comfortable and modern working environments.

© The Sauce
BPO News That Matters

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Recovery Priorities for Cost-Effective Business Continuity Planning:

2 of 5: Identifying Important Business Functions The starting point for disaster planning is completing a risk and vulnerability assessment. The next step is identifying your most important business functions that will become recovery priorities. These priorities should be the main focus when planning how to minimize damage to your facility and operations. Read more Interesting Articles at www.unite.com.ph/latest-news/ Please Like, Comment & Share our page! Thank you.

Trivia: “The Power of English & The Rise of the Global Citizen”

The information revolution has connected the world online and opened the door to the most explosive era of content creation and distribution in human history. We live in a global marketplace. Incredible knowledge is freely available at the click of a mouse. Anyone can make blockbuster movies, produce professional quality music, and publish bestselling books from their home… and bring them all to the world instantly!

This unprecedented era will belong to the Global Citizens, the new masters of information and languages who can utilize and manage the gifts of the information revolution. Global Citizens speak fluent English, the language of international business and politics, and at least one other language fluently. They also understand technology and are experts at connecting people with information.

3rd post Global Citizens are ideally positioned for success in the new economy, and they embrace the changes in our world. Their unique skills and passion will drive them to dominate industries, as entrepreneurs and business leaders, and power the growth of companies as essential employees.

Smart organizations all over the world are recognizing the importance Global Citizens. MORE THAN ONE THIRD of businesses are aggressively hiring people specifically for their language abilities. Non-native, fluent English speakers can significantly increase their potential for promotions and expect salaries 25-30% HIGHER than those who can’t speak English in many industries. Their potential for overall financial success is also greatly increased as they can work and build businesses in nearly any country on earth!

Global Citizens also enjoy attractive personal benefits. By speaking English and an additional language fluently, Global Citizens travel the world with confidence, make international friends more easily and learn additional languages more quickly. These speakers of two or more languages also show increased mental aptitude for multi-tasking, memory, overall mental health and focus. They even decrease their chances of mental impairment by 400%!

Students who study a foreign language for four or more years OUTPERFORM their classmates academically, and the children of bilingual couples are more likely to have better memory and overall intelligence.

The most exciting and hopeful statistic about Global Citizens is that ANYONE can become one! For the first time in history, technology has made it possible for anyone, regardless of income, age or location, to improve their technical skills and language ability to achieve lasting success. Unfortunately, many people never build the skills to become Global Citizens because they’re missing the most important key to success…

The one thing that makes everything else possible…