Tuesday, 29 August 2017

The Ever Stretching Customer Demands and Expectations - A Small Traders Guide to Emotional Intelligence When Conflicts Arise.


INTRODUCTION


I am sure you have come across the many phrases which portray that the customer is always right and error always rests with the business owner or supplier. Possibly, you have numerous of these phrases you utilise yourself. Either way, we are not here to test the validity of such remarks. In this article, we are going to explore ways in which a small trader can successfully utilise Emotional Intelligence when confronted with conflicting situations with the customer.


What is Emotional Intelligence? One may ask. Several head cracking definitions exist but I will simplify Emotional Intelligence as,


The ability to consciously control your emotions in handling situations.

Why apply Emotional Intelligence and not the artificial spontaneous response we are so much used to? You may ask again.

Applying Emotional Intelligence in meeting your overstretched customers expectations will make the difference between remaining in business or losing your clientele.



You wouldn't want a situation where you blurt out your unpolished thoughts to a customer in handling a complaint otherwise it may cost you your business. Trust me, even the most chilled person has a limit to his or her temper if confronted with stressful circumstance, hence the need for applying Emotional Intelligence in meeting your customer requirements always.


Firstly, we explore some of the issues which the small trader faces which prompt the need for Emotional Intelligence. We then look at ways in which the trader can successfully apply Emotional Intelligence in handling the customer requirements.

CHAPTER 1 - THE "QUINTILLION" SMALL SCALE TRADERS HEADACHES

It is in the wee hours of the night, you are fast asleep and comfortable in bed with your spouse. Suddenly a loud knock is made on your bedroom window, "Excuse me, I need air time". How would you react?

You offer customised services, as such, raw materials are not readily available due to the varying needs of your customers. You get another unique order from a certain customer. It takes you time - two weeks for instance- to get the special materials required for this Job. You order everything as per the customer's requirements and complete the job. On delivery of the order, suddenly the customer advises, that's not exactly how she pictured the materials will blend with the finished product. "Please use different materials, I can't pay for this". I ask again, how would you react?

You sell perishables and you supply yet another order you are convinced to all extents that it is indeed fresh to your customers. A passage of time slips - for instance, two whole weeks. Only then, do you receive a complaint from one of your customers that the order you delivered was entirely bad when you supplied it two weeks ago. The story won't end there, the customer demands due compensation for "this faulty order". You inquire from your other customers who you sent the same batch of products only to be told they were fully satisfied with the product - they even add " It's probably one of the best orders you ever supplied to us!". I ask again, how would you react?

Admittedly, the above scenarios seem to be biased towards a certain direction. Why don't we make it more interesting and change the gear a notch higher!

You have just deployed your latest products to your customers. Based on your business model, all payments are made in advance with the extreme case of payment on delivery. Being the proactive entrepreneur you are, you have channelled all proceeds from your sales to your other business which will make returns at a later stage - leaving you broke in the meantime. It doesn't take the first day to end from the time you distributed your merchandise before all hell breaks loose. Customer complaints start trickling in, the batch you supplied is totally unacceptable. In short, you have failed dismally! Full refunds are expected from you for all your customers to urgently source alternative services elsewhere. Meanwhile, a catch 22 situation exists, you are not in a position to reimburse the monies - You are stone broke!. For the umpteenth time, I ask again, how would you react?

CHAPTER 2. A GUIDE TO EMOTIONAL INTELLIGENCE IN MEETING YOUR CUSTOMERS EXTREME DEMANDS

Remember the golden rule in customer satisfaction, Customer is King. Consequently, this makes you the business owner the slave! One wonders where this royalty and slavery relationship starts and ends. The answer is, it is ever stretching. As the business owner, you are always proactively looking for ways to exceed your customers' expectations. However, on the other hand, the customer is always looking for "a better service". Exactly how should you address situations highlighted in the above chapter? Well, the answer is definitely not from the one size fits all category. The suggestions below have been found to be useful in meeting some of these seemingly extreme demands from your customers when conflict arises.

  1. Take time to understand the real problem as the business owner. Although a quick resolution is expected in most cases from your customer, it wouldn't hurt much to ask for some time to process the complaint - a reasonable time frame of course!
  2. Never talk when emotions are flaring. The argument would end up being based on ego rather than facts of the issue at hand. You will regret it, trust me.
  3. Some of these seemingly extreme demands from your customers can be avoided. Specify the full details of your product before one purchases it, which means on purchasing, the customer will be in agreement with the product specifications.
  4. You have failed as the business owner and you accept it but you are currently incapacitated to provide the required solution by the customer. Why not engage the customer to highlight your plight and work around a mutual agreement. However, find ways to cool a temperamental customer first before outlaying this message. Other wise, it would end up being the classical case of pouring gasoline on the fire!


EPILOGUE

The article wouldn't be complete without your valuable input dear reader. Kindly add your contributions in the comments section below.

Are you interested in knowing more on this subject?
You may follow the following links for more interesting reads on the topic.
https://www.linkedin.com/pulse/20141002035925-759682-how-emotionally-intelligent-is-your-complaints-handling-team

https://www.livechatinc.com/blog/improving-emotional-intelligence-customer-service/

结束 Till the next article!




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Monday, 24 July 2017

IMPORTANT BUSINESS STATISTICS MEASURES

On a lighter note, the word statistics is deliberately cancelled in the heading - we don't want to scare anyone here! 😃 Let's now move to the story of the day.


Regardless of your business type, virtually every business is driven by statistics (or we can simply call them business measures). Let us start by detailing the importance of business statistics.


Statistics help your business to grow by assisting you in making the right decision at the right time.

How can you improve what you can't measure? A straight forward answer is availed to us by none other than business guru, Peter Drucker, "You can't manage what you can't measure".

If you read further -beyond this article- on this subject, you will realise that there are lots of these business measures. However, we chose to focus our attention on a few below which we feel make more sense to the small business owners.

Important statistics in business include:

1. How much did I invest in this product?

This information will assist you in pricing your product right, taking note of your expected profit and also competitors pricing.

2. How many sales did I make in the period under review?

This information assists you in your future budgeting. Sales (and expenses) for the next period may deviate greatly from this one but this measure is far much better than those wild predictions we usually make!

3. Which age group buys my products the most?

This information makes you able to serve better your customers based on age groups. You will get to find out which additional value added services to top up to each particular age group - cost effectively - which is commensurate to the profit they contribute towards your business.

4. Time-related statistics.

You have to note down times at which significant things happen in your business and make business wise decisions. For example;
- time of the day/ month/year when you make most significant sales.
- time of the day/ month/year you make the least sales.
this information is particularly useful for timing when to get raw materials/ business inputs and timing your products/ business outputs to meet customer requirements. For instance, it wouldn't make much sense to cook larger quantities of food after lunch time if the bulk of your sales take place during lunch time or stocking large quantities of ice cream during the winter period.

5 . Quantity related statistics.

These include;

- the most sales you have made or rather an average of your best sales
- the least sales you have ever made or rather an average of your worst sales.

This information is particularly useful for restocking purposes. You wouldn't want a situation where you overstock (thereby tying your cash in capital) and also understocking (resulting in your usual clients resorting for service elsewhere). Hence, a balance has to be struck between the above-mentioned extremes based on the historical quantity related statistics.

The above points may seem like basic common sense, but are you taking note of these. Assess your business how it performs before and after you incorporate the above measures in your planning and see the difference.
We guarantee you positive results if you consciously take note of the above measures in all business decisions you make!

La Fin! Till the next article.


Feel free to add other business statistics you feel we have left out in the comments section below!

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Thursday, 15 June 2017

MANAGING YOUR SMALL BACKYARD BUSINESS

INTRODUCTION.
Many big family businesses in existence didn't just start big or just bloom from nowhere, there is a common trend in their growth. To start with, a proper system has to be in place, whether your business is big or small and what differs would be the components of that system. The primary reason for a business is to make money! We are going to look at ways in which a small backyard business can thrive. Our main objective on this blog is to assist that small backyard broiler chicken farmer but business tips offered in this article are universal in the growth of almost any small business.

That being said, let's move on to how you can make your business grow!

1. INVEST IN THE BUSINESS FIRST BEFORE YOU START REAPING OFF PROFITS.

Most people use small businesses as a means to attaining life goals e.g. boosting capital to build the family house, growing money to send children to varsity etc. The business has to be timed right to make it go through various cycles of profitability before we start taking some of the business proceeds to cover our life goals. There is a great risk that if we start taking money from the business during the start of the business, we may end up starving the business of the much-needed restocking capital and hence collapse it. We may end up not having that much needed continuous money supply to attain our life goals if we fail to manage the business in this way.

2. ESTABLISH A PROPER BUSINESS STRUCTURE / ORGANOGRAM.

Sounds pretty confusing right! Don't worry we are going to illustrate our point here using a simple example here.

Like in most families, a typical family business will mostly be run by the family members themselves at the start and additional non-family members get incorporated as the business grows. In our example, we use a typical family comprising of both parents and two children.

Dad is gainfully employed elsewhere. Dad will provide the much-needed capital to run the family business - we call him the "Investor". He will inject money into the business so that it grows and gets reimbursed his money with interest of course at the end of the investment period. Remember our earlier statement, that we form these family businesses so as to make the limited money we have to grow in order to meet some life goals. Therefore dad will now bring forward the accumulated money at the end of the investment period to cover those family goals. Please note, Dad is not entitled to a salary on the family business he will only get all his money back together with interest at the end of the investment period.

Mum is unemployed elsewhere save for the family business. Mum is in charge of the day to day running of the family business - we call mum the "Manager". Mum should be salaried as she is also a worker here (who said being employed only means being part of XYZ company). Please note the salary should be representative of the business earnings. For instance, the salary should be a fraction of the business profits - to avoid crippling the business. Most family businesses collapsed due to this, i.e excess expenditure over the business earnings (typically called the black man syndrome in the street language!).

Mum and Dad will periodically sit together to find ways to make the business grow or keep afloat. We collectively call them "Directors". From the description above, mum is an executive director since she is also responsible for running the family business on a day to day basis. Dad is a non-executive Director by virtue of him not being able to intervene in the day to day running of the business.

We introduce the children. John, the oldest child in the family, a varsity student. Mary, a high school teen girl. John and Mary should be taught critical life lessons as the family business is run. The most important lesson in this example is money just doesn't grow out of nowhere, you have to earn it. John and Mary would need to be incorporated in the family run business doing some chores outside their school time - (take note having your children do practical work at home is also part of schooling which is very helpful as they grow up). We will call John & Mary casual labourers. Their pocket money will be allocated based on the tasks they perform in the family run business - i.e they are on a payroll.

If you have domestic workers, incorporating them in the family run business is a good way of increasing their salaries at the same time their additional services outside their usual scope of work benefiting you! Hence there is no significant monetary loss here to you when you increase their salaries in this way - its a win win situation!

3. Have confidence in yourself.

The big question: If you don't believe in the vision you created yourself, who will? I was inspired by a friend the other day in his narration of how some serial entrepreneurs were selling their business plan to him so that he chips as the sole investor. These guys were just coming from a bad patch and had lost almost all they had but they remained with one crucial piece of their integrity - they still believed in their potential despite the bad omen that had befallen them. Despite the brilliance of their plan, my friend inquired of the fallback plan in order to safeguard his investment and there, the most confident answer came, ..."Failure is not an option we are in this to win, we have to win and we are going to find ways to win!". An unexpected answer isn't it? The long and short of the story is my friend invested his fortune in these guys, the friend even sold his car to boost his investment and today is enjoying the rewards of his decision.What would you also have done receiving such an answer from visionaries like these and oozing with confidence? This answer doesn't come from anyone, It comes from men & women of substance - those that have seen the highs and lows of business and remain resolute and steadfast in their visions. Confidence just doesn't come dear reader! Be willing to try, stand to those hard punches as you try. Don't throw the towel, go back to the drawing board, analyse your mistakes (yes mistakes, not failures! Failure doesn't exist to those devoted to business), rise from your previous mistakes with great zeal to win and victory is ultimately yours! You will see an invisible path as you remain resolute to your goals, which will only be seen by only a few like minded people. Be ready to defend your vision to those vision-less discouraging individuals but to save yourself energy, you must know when to ignore them. Take time to justify your vision to other focused individuals - there is a saying which loosely translated from my native language goes like "mountains pass each other mist" i.e only like minded people can encourage and advise each other.

4. Avoid debts on starting up.

As people, we go through various phases of reality and it is normal - sometimes we daydream, sometimes we fantasise, sometimes we make wishes, sometimes we see illusions and the list go on and on. As any individual starts a business, it is usually based on expectations and not driven by experience. A lot can happen when you are positioned this way as an inexperienced someone in business - you may lose all your investment, you may not reach your intended returns, you may fail to attract those intended customers. In short, anything can happen in business which makes you incur losses and hence make you fail to pay back the debt obtained on starting the business. Have you ever heard the term debt is good and debt is bad? Debt is good for well-established businesses, they actually have ratios they term debt equity ratios they calculate in order to maximise profits using "cheap money". However, on starting up, based on the many uncertainties we have pointed out, you may find yourself unable to pay off the debt. As you advance in business you will reach a point when your business is now mature for debt. As a guide, we advise you take the route outlined above where you get yourself an angel investor ( family member or close friend to loan you money for starting a business and it should be a small amount for that matter). If you can be disciplined enough to pay off that angel investor his or her investment with interest, then you have the potential to borrow elsewhere. We also recommend you to start small in business - a dollar is enough to start a multi-million dollar business - (sounds like I'm pulling your leg right? Buy yourself a pack of freezits for a dollar (20 per pack) sell them all and you already have an extra dollar after you have sold them for 10 Cents each). Return all money to the business and buy more packs with all proceeds and continue like that after the 8th purchase your dollar business is already worth $128!).

5. Business requires sacrifice.

You have to walk away from your comfort zone in order to prosper in business. Refrain yourself from those unnecessary luxuries now and make your money grow, and only thereafter can you indulge yourself with all those luxuries without any pain - you will comfortably maintain that lifestyle then.

This is basically the "money working for you concept" found in the rich people vocabulary. You have to invest the little money you have to make money work for you, not you toiling all the while for money, i.e working for money (quite a simple lesson which is complicated by the middle class and the poor in society - it means what it means don't try to complicate it please!)


6. Make bulk purchases where possible.

Goods purchased in bulk usually have a discounted price. Be careful though of tying your capital in stock i.e the cash tied in capital principle - broken down as those excess business goods you have which drained your entire capital and preventing you from moving forward in making those other much-needed business transactions. You can also "kill two birds with one stone" - buy in bulk those business inputs you need at discounted prices and sell some to fellow businesses who require smaller quantities at a profit of course! You would have avoided tying your capital in stock here as well as creating an additional revenue channel for yourself.

For the fellow small-scale chicken farmer, we give an example of a common product known as stress pack. A 100 gramme sachet costs about $2. During periods when your chicken are subjected to high stresses e.g in very hot weather, you may need about 5 of these sachets i.e 500 grammes per batch of 100 birds. It would be wiser to buy a 1 Kg container of this stress pack which costs about $14 bringing down the cost per 100 gramme portion to about $1.40 as compared to the $2 price for the individual sachet!

7. Proper record keeping.

In any business, there is a need to know all the channels which drained your money and those channels which brought you money. In our theme of making your business grow, you can only grow if you can fully account for these aforementioned money channels i.e all receipts and all expenditures. As an emphasis, you can only improve "if and only if" you know your current position! It is therefore important to have a good logging system for all critical business activities.

8. Draft a budget for each period of operation.

A budget is simply a statement of expenses and revenues generated by the business. In order to grow or to at least remain in business, you need to have a budget for each operating period. In my own terms, a budget is a road-map for a business. The operating period depends on you, whether you want it to be weekly, monthly, quarterly etc. We recommend an operating period of a month.

Why budgeting?
- A budget shows you all the expenses you will incur in advance ( Don't forget to put a margin for overheads, those expenses you can't directly predict and budget for before they occur, for example, lunch bought whilst waiting for a delayed delivery of your business wares). In essence, a budget makes it easier to plan for your business.


9. Diversify

As your business proceeds increase, set aside a portion for diversifying - i.e start investing in another business line. e.g after making significant money selling freezits , start selling muffins for instance (Just thinking that many of us are busy yelling we are unemployed, we need jobs but do you know the muffins you bake in your house may be sold to someone else. The main theme here is that there is an option of being self-employed!). Many businesses which used to perform well just went through a rough phase and never recovered. Some businesses are seasonal as well. This encourages us "not to put all our eggs in one basket". A portfolio of different businesses minimizes your business risks.

10. Start with those perceived silly business ideas to learn crucial business lessons.

Don't underestimate business options i.e don't categorise businesses as some for the learned or categorise for whatever reason. Some learned person may do everyone else's business line but what counts is are you using your learnedness to make it grow! or does it show those are advanced business principles being used! (CHECKOUT THE BONUS POINT BELOW). Small businesses have the advantage of helping you learn the real business concepts at a low risk. They groom you to be able to handle those bigger, higher capital businesses. Just starting big has the greatest risk of making a big fall as well!

11. Be a reader for your continued self-development.

There is a saying that "Leaders are readers". You have to walk away from the limited knowledge group (where all lies are fabricated) to the advanced knowledge group (where real progress is made) for you to yield success. Get me right - I'm not saying get a PHD all any advanced school certificate you can get. All I'm saying is find any article you can to make yourself more knowledgeable in your line of business or just to be wiser in business. Reading (or listening or viewing) the news every day is a good initiative as a business person. More emphasis has to be put towards the business segment of the news for you to be more wiser in business. The general social issues on the news may also hint you towards a business idea!


12. Bonus point

You may learn as much as you can possibly do, up to PHD level, for instance, trying to get that dream job or for whatever reason but for as long as you are not using that knowledge to enrich yourself, your education hasn't started working for you but working for others instead. Have that side business to work for you and watch it grow using all those sophisticated concepts you learnt - this is life's practical lesson now. We know you have all those tonnes of theory already, just put them to good use now!

Remember the garbage in garbage out rule! these tools we have outlined to you entirely depend on your practice i.e your dedication to proper record keeping etc.

Adios, till we meet again in the next article!


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Tuesday, 25 April 2017

" I want to start a chicken business, what do I need to know"

Introduction
In this article, we are going to touch on the minimum information required by someone who is interested in rearing broilers as a business and is totally clueless on the issue. We are also targeting a small farmer with minimum capital. Detailed information is also found on this subject from your local chick supplier, inquire for brochures and assistance on your next visit. Please note that the feeds quantities and the indicated harvesting time of the birds by your supplier apply only under a dedicated set of conditions, be prepared to harvest your chicken at a later date and having used more feeds i.e budget for those additional expenses.


Why broiler chicken farming?

  1. Broiler chicken is one of the most commonly consumed meats in the world and hence a readily available market (despite the fact that there are many chicken farmers).
  2. Broiler chicken is easy to rear, provided you put the system right from the onset. 
  3. You can keep the chicken in your back yard hence no costly space requirements.
  4. You can use readily available materials to construct a low-cost fowl run to save yourself huge costs. (the construction should meet prescribed set of standards though as outlined later in this article).
  5. Harvesting time of mature birds ranges from 5 weeks - 7 weeks depending on the quality of the rearing process, therefore a relatively lower turn around time for profit as compared to other investments.
  6. Last but not least, you are keeping food! You are guaranteed of having meat as the farmer. Set aside a few birds to feed the body which works! (Don't eat all profits though)


Setbacks & Precautions


  1. Broiler chicken need careful attention especially when they are still young otherwise you may face challenges including mortality of the birds.
  2. Local whether patterns may hinder the chicken rearing process e.g very hot areas like Hwange which has average temperatures of late thirties in summer. (Don't despair though, there are economic ways to counter this challenge which we will tackle within our next articles).
  3. Broilers attract thieves as they easily have a ready market and sell easily. (the last time I checked you didn't need a police clearance to sell broilers unlike when it comes to selling other livestock like cattle). Have proper security to counter this threat (we will share economic security tips in our next articles). 
  4. Buy your chicks from a reputable supplier. Some diseases which threaten the life of your chicken are prevented from the hatchery and vaccines given there as well. (Pray & hope that your supplier does not make shortcuts in this area. There is no test you can do on receiving the chickens if this has not been done you will only see the consequences later on when it's too late !)


Now to the main story!


Capital requirements

We recommend that you should have enough capital to take you through at least the first 3 batches if you want to be a consistent chicken supplier ( you can start with what you have though but you may face financial challenges if your chicken fail to attract customers in time for the next batch according to your schedule). Below is a list of things you need to have


  1. A fowl run 
  2. Feeding containers
  3. Drinking containers
  4. Feeds
  5. The chicks
  6. Chicken chemicals (stress packs etc).

We will also tackle on these 6 points in detail within our next articles.

The direct cost of keeping the chicken mainly depend on the quantity of the chicken. Your nearest local chick/feed supplier usually has this figure. but take note of our caution of over-relying on those figures.



General upkeep of the chicken
The first thing you need to know as an aspiring chicken farmer is the type of infrastructure required to rear broilers depending on your local weather conditions. As a general guide, It is recommended to keep your broilers in a well-ventilated area but at the same time protecting them from harsh weather elements. Your local chicken supplier usually has brochures with the recommended design for a professional chicken fowl run. However due to cash challenges we recommend to have a ventilated fowl run which protects your chicks from harsh weather conditions using already available materials. However, avoid the use of materials like rubber (conveyors) as they excessively heat the fowl run in summer. Excessive heat in the fowl run can lead to stunted growth in chicken or even mortality.
It is recommended to have a fowl run which accommodates 10/ 12 birds per square meter (for grown birds).


Market


  • You may target local fellow residents but avoid credit sales as much as possible, you may face challenges in getting your money in time for the next batch. Most people were forced out of this business due to bad debts!
  • You may strike a deal with local fast food outlets. Be cautious again when it comes to debts. 
  • You may target events including church functions. They usually take bulk orders on cash!

Pricing


There is no universal price we may recommend, however, there are certain factors which determine your pricing.

  1. Your target market's financial status
  2. Your desired profit
  3. Competitors price 

Special notes and recommendations



  1. Start small in order to gain experience and have time to study your market requirements. 
  2. Your local feed supplier offers a good guide for feed quantities and maturity time for harvesting. Be careful of over-relying on these figures as you may end up using more feeds and rearing your chicken longer depending on your rearing method. Have a budget set to cover these additional expenses if this occurs. Disclaimer: we are not saying they lie but in reality, those values apply to exceptionally good farmers only under extremely good chicken rearing conditions which are difficult to achieve when rearing in the backyard. 
  3. We recommend that you should have enough capital to take you through at least the first 3 batches if you want to be a consistent chicken supplier.
  4. Avoid short cuts in feeds or substitution of chick feeds with other materials. Chicken lovers know the taste of a properly kept chicken! you may loose customers due to this practice.
  5. Don't forget chicken need a balanced diet too! You need to budget for vitamin packs and or stress packs to aid in their full growth. Otherwise, you may see your chicken down the line having malfunctions including paralysis! (the purpose of stress pack will be fully discovered within our next articles - this is a chicken farmer's best friend).
  6. Avoid unorthodox means to quickly grow your chicken. Besides this being unethical, you may harm your innocent clients (They have nothing to do with your own failures!). Your chicken may also end up looking big but not tasty. Chicken lovers notice this different taste trust me! Remember the golden rule: Don't bite the hand which feeds you!

You are now equipped with enough information to take you to your next step.


Thank you for reading. May you kindly post your contributions (including questions and additions to what I have posted) in the comments section below.

Don't be afraid of posting if you don't want your name to appear, there is an option to post anonymously - just don't put offensive comments, please!

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Let's keep sharing tips for us to grow together as chicken farmers information is power!


Happy Chicken Rearing & Sharing of Information From Rue Chicken!

Monday, 17 April 2017

Introducing Chicken Anonymous

Welcome to Chicken Anonymous.

Disclaimer: We will not substitute professional services e.g the veterinary services but we may avail a stop gap measure based on various experiences of the participants in this forum as you prepare for your visit to the professionals. 

Suggested Topics.

Below is a list of  topics suggested to be covered on this forum. You may send your contribution in addition to the below suggested topics to our facebook inbox @ https://www.facebook.com/ruechicken  or   directly to our blog address @ ruechicken.blogspot.com

  1. Rearing broilers in hot conditions
  2. Disease prevention 
  3. Disease control
  4. Top diseases in humid conditions
  5. Avoiding mortality
  6. Top products on the market
  7. Economic broiler production
  8. Money saving tips in broiler production.
  9. ANY OTHER TOPICS FORWARDED BY YOU PARTICIPANTS
***** INSERT YOUR CONTRIBUTIONS IN THE COMMENT SECTION BELOW  SO THAT WE KICK START ON ISSUES****

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