SmarterPayments

Hey! Whose Money Is It Anyway?

2010-10-21T20:15:00.003-04:00

I finally got to reading some of my paper mail. My bank, a local CT-based bank, where I have kept my business account for almost 10 years, has decided to charge me $9.95 a month for keeping an average balance below $2500.00.

What? Huh?

I banked with them in the first place because they offered free business banking.

I was trained as a banker so I understand this industry and I certainly don't believe in paying for a checking account: it's MY money, not theirs, so why pay the bank for using my money?

And a hit of $9.95 a month? for balances under $2500.00?

I don't know about you, but it's my deliberate intent to wisely use my company's money and not leave it idle in the bank. I pay myself for all this hard work!

So I called to protest. No sympathy, as you would expect, from the automatons at the toll-free number. They'll notify management. Ho hum.

I called my usual branch manager. He left the bank a few months ago. Besides, I was told, my account has been moved to another branch because a few times I went to make a deposit there on my way to the highway. It's clear across town; my usual, and now former, branch is 1 mile away.

So I need to call the manager there, who won't know me, so I didn't waste my time or his/hers to call. Anyway, why did they take the unilateral decision to move MY account without any notice?

Ok, as you can tell I wasn't happy.

So this afternoon I made an appointment to go to the local branch of another CT-based bank and opened a free checking account with a delightful banking representative named Wadie. I get all the services, and more, that I am used to.

He assured me that I will never pay a monthly service fee for business checking. I guess I will have to believe him. He is now my personal banker.

$44.00 later for the 250 paper checks I had to order online, I am satisfied. (Yes, every so often an e-payments guy like me needs a paper check!)

Lessons:
1) Read your mail carefully for little notices that are BIG changes.
2) Bank where you feel welcome.
3) You don't have to pay ransom for your money in a business checking account!

Man of the People

2010-09-14T16:21:00.004-04:00

Once in a while, and quite rarely, you attend a presentation and you really GET what the speaker is conveying. He/she speaks to you on a higher level, creating that “Vulcan mind meld” that only Mr. Spock could manage, it was so true and strong.

I felt that message from David Volkman, (whose last name appropriately translates to “man of the people”). I heard him speak this past winter and I imagine I appeared to him to be a bobble-headed doll in the rear window of a car--my head kept nodding up and down in agreement with what he was saying. I am pleased to say he is now a good friend, colleague and trusted referral source.

David is an articulate, humble, honest individual; his primary business role is a financial advisor, but his self-appointed duty is show others how to engage in smarter, more effective networking, what he calls ROIT, as any financial maven would look at it as: return on invested time spent networking.

I recently interviewed him for 40 minutes, which you can listen to by clicking here and you’ll hear him speak glowingly of his simple, yet unique thoughts on creating an effective network, one in which your helping someone, who needs your assistance, becomes so strong a feeling that they voluntarily offer to help you back as a way of saying thank you.

The gist of his message: Imagine if an incremental sliver of the business world operated this way….then some would get on board to help others, the infection would spread. It’s a 180 degree reversal of what chambers of commerce, leads groups and speed networking meetups are teaching.

Start a relationship, ask in person to get involved in what that person’s business needs really are, then offer to satisfy their need by voluntarily introducing a person that you already know well to help them. They can do the same for you or someone else.

Brilliant, right? Networking to David is a cerebral activity, one in which we have to consciously remember to thank and return the favor. That takes extra brain cells.

Life Lessons
Self-made business entrepreneur in high school, the funds from the sale of the business he started in high school were used to put himself through college. David learned from his mother and grandmother some of the life lessons that became his philosophy: help others when you have the opportunity while you take care of your own family.

Fast forward…he was stopped by a rabbi after giving a presentation this spring for Harvard Business School to a combined overflow audience of 9300 people (as he says: “suddenly I became a rock star”) and reminded that his message at its most boiled-down essence is Talmudic: help out someone else without any expectation of receiving anything in return.
David’s message contains 3 core elements:
1. Do something nice for someone else. Add a nice smile (he has that!), charisma, engage someone in a way they were not expecting. This gets a memorable response.
2. Do something that makes you feel good in the process. That leads to a more honest and open conversation about who you know that can help them. They feel your sincerity and you come across that way as a volunteer of your trusted resources
3. Ultimately something that will be good for your business will result. They will remember you for your help and either offer to help you sometime or you can ask them.
Now do it again.

Working the room
David’s tactic of entering a room full of people he doesn’t know is to stand back a while and watch the body language: arms crossed in front, hand gestures, eyes trolling the room for the next prey. Identify only a few people whose stance, eyes and conversational abilities point to their being interesting and engaging. If he is asked for his card, he gives it; if not, he moves on. He’ll only spend time with the ones who appear experienced in powerful networking, likes attract. A good night is one in which he hands out 3 cards. Smart operating on his part: the rest of the people will never commit to more cerebral networking anyway so it ruins the ROIT.

Strategic Friends vs True Friends
Quoting him from the interview: “It’s the relationships that you have with your friends that add richness to your life. If you have the opportunity to help them-to truly help them-that’s where you’ll find your relationship catapults to a whole other level.” These true friends will always rally to your side vs. strategic friends who may not be reliable.

“If you can systematically do something where you put yourself in a position, or at least have a chance to do something like that {truly helping someone}, then the most amazing referrals will happen…What if you systematically did this? Suddenly you are not networking where it’s work…it’s now fun. You don’t want to stop doing that-it’s a way of life.” Pay it forward.

Elevator pitch: a wrap
Elevator speeches are just boring and too long. David’s wraps up who he is:
“I am an independent financial advisor. I help people organize their finances to help them get to a better place.”

I know David has helped me reevaluate my brand equity and connection assets to get to a better place. His sincerity and humility are admirable. His passion is infectious.

My suggestion for some time well-spent: listen, really listen, to the interview. Read more about him.

Knowing what you don't know: a followup posting to my latest one

2010-07-09T10:21:00.003-04:00

In my last installment to this blog I mentioned people who don't know what they don't know.

Once in a while I am fortunate enough to run into someone who says, "I need help with online donations and don't know where to start. Can you help?"

I was asked for help after I completed a presentation at a conference in May and yesterday visited with the Finance Committee of the Board to explain all that they needed to know about online donations. I brought an esteemed colleague who is an expert in an affiliated area in which they needed assistance as well. A dynamic duo!

The potential client was warm, honest, engaged and curious.

They admitted they needed to know. It was a pleasure to educate and inform rather than hear skepticism and misunderstood concepts perceived as fact. They were invigorating!

Don't know "squared"

2010-06-18T16:58:00.005-04:00

Don't know "squared." (If I could figure out how to make the superscript 2 on this, I would have!) That means someone who doesn't know what he/she doesn't know.

Now that the definition is out in the open, why bother blogging on this topic?
Because many people think it's perfectly acceptable to proclaim they know it ALL. And they try it all, sometimes not so successfully. Or at least they don't know how unsuccessful they have been until an expert lends a hand.

I certainly don't know it all. I don't perform dentistry on myself. Nor do I think I can figure out how to bury all the gremlins and demons that I encounter in my business and personal life. But I know enough to ask for expert advice from seasoned experts. I might have to pay for it. Paying a fair price for continual service and attention is part of what I expect to have to do.

Put another way, I am as good as my vendors so I keep great company. I choose who to represent. And...my clients get more than just plain service. They get 110% of me. Good service is already hard to find today. Great service is rarer.

For those who don't know what you don't know, I suggest you ask for, and try to get, experts with a little gray hair. Experience and expertise go hand-in-hand.

I can recommend a bunch of great experts. Just ask me if you need a referral to a great service provider in whatever area you need help.

PayPal wants your checking account PIN

2010-04-05T13:24:00.008-04:00

For shame! The invisible folks at PayPal now think that in order to verify your credit card payment/donation on a PayPal page, you should voluntarily give them your checking account number and personal ID number (PIN) to assure them you will pay.

I am not the only one taking exception to this.

The New York Times ran an article in the Sunday Business section on March 26th. They think it's foolhardy too.

Why would anyone ever give more personal information that is absolutely needed?

The combination of your street address, zip code (called Address Verification in the e-payments business,) coupled with the CVV (3- or 4-digit code on the back of Visa/MasterCard/Discover cards and front right corner of American Express cards, respectively) is plenty of identification in almost all cases, in my opinion.

The real effect of asking all this information PLUS your checking account number and PIN, is to drive e-tail purchasers and online donors, away from PayPal payment pages. While this appears to hurt ecommerce and online donations, to quote Martha Stewart, that's "a good thing!" for you. Really.

Why?
PayPal is expensive, allows no customization and lacks efficient client service (according to my clients). I have lots of other reasons too, acquired from former PayPal clients.

Now they want your personal ID number and checking account number! C'mon...

Eulogy for my father

2010-03-24T14:04:00.008-04:00

I am breaking my own rules by posting a personal matter on my blog. The blog is supposed to deal with smarter ways to get paid. But I wanted to record this for cyber-posterity so here goes. This is the eulogy I delivered on Monday at my father's funeral.

I wrote a eulogy in my head while driving down from Connecticut on Friday evening. It was a gush of random memories about growing up in Richmond and my father’s life, all played out in my mind like a collage on a mental screen. But putting it to words was harder.

When he died on Saturday afternoon I went back to his house and noticed a book on a bookshelf: Tom Brokaw’s “The Greatest Generation.” On the back of the paper cover there’s a quote:

“They came of age during the Great Depression and the Second World War and went on to build modern America—men and women whose everyday lives of duty, honor, achievement and courage gave us the world we have today.”

I foolishly looked for his name in the index. No mention.

So, with apologies to Tom Brokaw, here’s another brief chapter for the book in memory of my father.

Born in September 1923, to immigrant parents in New York City, and named after Oscar Wilde, , my father spent his high school years in the Big Band Era and was self-remembered best as a trombone playing kid with bow legs and wide spaces between his front top teeth.

In World War 2 he was shipped (literally) to Morotai in the South Pacific, and his service was not a romantic one like the Broadway play nor a courageous one like the TV series currently showing. He was an anti-aircraft gunner with a few hits under his belt, but his favorite story was being on sentry duty and hearing a rustle in the jungle, commanded in his best Japanese, “Stop!” to be ignored and have no recourse but to toss a grenade to kill the intruder. The next morning, the non-Japanese speaking wild boar was his first enemy ground casualty. Halperts are not especially warriors.

He returned to New York, looking for work and found a restaurant equipment sales position in Richmond, Virginia, of all places, in a period of racial segregation and post war economic opportunity. My parents were married in 1952. My mother followed him to Richmond (a culture shock for her) and soon reached that all-important milestone for first generation Americans raised in the city, bought a house on Mark Lawn Drive. We outgrew that house when Stuart came and moved to the classic 1960s split level in a suburban neighborhood on Kalb Road. My parents raised us as best they could always seeking better for their boys. Halperts were no longer apartment-dwellers.

He established a fledgling home business on the weekends and evenings, growing to a significant manufacturer of products no one else produced with the same quality. He brought my mother, Neil and Stuart into the business and named it Marston, an acronym of all our names. Halperts were now entrepreneurs.

In quickly ensuing years, the boys, and their children, all grew up. He was always most interested to hear of our successes and our children’s advancements, all the time he tried to keep up with Jewish events and Israeli news from his AOL account, he read cultural updates from the New Yorker, and produced the not-quite-ready-for-the-Pulitzer Prize 5100 Men’s Club newsletter until about 18 months ago.

Challenged by skin cancer and heart disease, he dodged the bullet more than most and healed. My mother’s pancreatic cancer and death in 1998 was difficult for him but he bounced back. He had to learn to do the laundry, shop for groceries and run a household, all truly alien to the archetypal 1950’s father.

Sarah finished with college, Mindy is finishing college, Dan and Adam are in college, Marissa is starting in the fall and Eric is soon to get ready to start the search. Halperts are on the move.

Another stroke 18 months ago threatened to stop him, but temporarily, and his greatest lament was that he had to use a walker as an 86-year old. I always reminded on our weekly phone call: 1) I want to reach 86; 2) I want to be able to stand at 86; 3) if I use a walker, that’s ok too. He never seemed to agree with me on the last point.

His physical therapy was counteracted by his fear of falling and he always needed that walker. He made an amazing rebound he made in 18 months. The final stroke this past Friday still had him reminding the staff at Beth Sholom Gardens and the ER to cancel a doctor’s appointment.

So back to Brokaw’s quote:
• duty: in the Army to his country and to his loved ones;
• honor: to manufacture the best product and do the best he could for his family;
• achievement: he took pride in his accomplishments and those of his family; and
• courage: as he had to fight his and my mother’s illnesses.

Another member of the Greatest Generation is gone.

And yet he was an eternally optimistic, intellectually curious without any formal higher education and to the end a headstrong Hungarian.

My brothers and I all thank you for celebrating his memory today.

what every consultant needs to hear

2010-03-17T09:07:00.004-04:00

This was received out of the blue yesterday after not having been in touch with a member of the Board of one of my existing clients for a couple of years (I guess all is going well!):

We have had such a good experience with ModPay at the {client name}, I would be grateful for information on setting up ModPay with a non-profit in Philadelphia... Would you be kind enough to call me at {phone number}?

Makes us proud to help and to be referred over and over again.

How else can I help you?

2010-02-12T07:43:00.008-05:00

A current client emailed me asking to help his sick family member raise money for hospital costs, asking if my services could provide fundraising.

No, I replied, unless you have a 501c3 and a bank account, and, and, and...

But back in my memory I had filed away www.chipin.com as a way nontraditional fundraising could be handled for needs that are too small for formal organizations. This was a great application, I thought. So, while I hate turning away an existing client who comes to me asking for fundraising help, I was able at least able to refer him to ChipIn.

I touched base with him this morning and asked how it was going.

His reply:

I am using Chipin.com...and have raised over $5000 in 48 hours…unbelievable and a renewed sense of the American spirit.

I am glad to be able to help in another way!

Speaking of LinkedIn...

2010-02-07T08:37:00.012-05:00

I am speaking a lot about LinkedIn these days. A lot. Everywhere I can, in front of groups, teaching in small virtual classes, and offering suggestions to those in my leads groups. LinkedIn, for me, is a PROVEN a way to access any number of the 55 million businesspeople around the world seeking community from the expertise that people truly engaged in social networking can provide.

And what's in it for him? you might ask, why the heck does he spend the time speaking about LinkedIn?

Because it opens lots of doors to generate new business and get my brand out there. As an example, a large nonprofit umbrella organization asked me to teach my hour-long "LinkedIn for NonProfits" to its member organizations and as I spoke and showed my LinkedIn profile, they saw the types of work I do.

The next week they called me in to advise on a much-needed redesign of its online donation and class registration, a project I won in December. Finished on time and within budget, they were thrilled with the end result. So much so that they referred me to a couple of other potential clients.

That's reason enough to evangelize on LinkedIn. The network grows...

BTW my LinkedIn profile can be found at www.linkedin.com/in/marchalpert

Good news?

2009-12-04T13:11:00.004-05:00

U.S. Economy Lost Only 11,000 Jobs in November

This headline from the New York Times today, seems like good news.

Only 11,000?

But ask any one of the 11,000 people how they feel to have lost their job during the holidays, "Isn't this great news for the economy?"

Stay focused, folks, reach out to those who have lost their job and try to help them connect with a staffing company or employer you know. It's one more way to help others by using your network!

Have a happy holiday season.

What to Say When You Are STILL Talking to Yourself

2009-11-05T07:59:00.015-05:00

When I first started in business for myself I was given the book "What to Say When You Talk to Yourself" by Shad Helmstetter.

It was perfect for me at the time: I had just left the big corporate culture in which people to speak to, and conversation with them, were abundant.

On my own, new in business, what do you say to yourself in the deafening silence?
"How do I keep my focus, outlook, and attention without any sensory inputs?"
What was I saying to myself?

Now, over 7 years later, yes, I still talk to myself. In between, the phone rings a lot, I speak publicly (next one 11/19 at AFP CT Philanthropy Day conference in Waterbury) and now I also give webinars.

Thanks to my colleague Geri Stengel at Ventureneer in NYC, I am giving my third free webinar on Wednesday November 18th from 2 to 3:15 pm ET, this time "LinkedIn for NonProfits."

As of last night we have 134 people registered. Wow. We may have hit a nerve out there: nonprofit social networking tips and techniques seems to be a hot topic, based on the registrations.

So as your webinario, I am ready to speak to the attendees that afternoon directly from my office, speaking into my headset and showing my presentation slides from my desktop. Right on your screen and into your speakers or phone.

Without the benefit of ascertaining facial reactions when I teach or make public presentations at conferences, the webinar will be the latest chapter in my continuing habit of talking to myself: 134 new colleagues will actually be listening to me as I talk to myself, no one else in my office, about something that may help them.

And...even if you cannot attend on the 18th, the webinar will be recorded and available on my LinkedIn page and Ventureneer.com. Funny: in that situation I will be speaking without even being present: my presentation coming at you 24x7x365 and I am not even talking to myself!...ah technology...

This is it (?)

2009-10-27T10:15:00.004-04:00

I have to marvel at the irony of Michael Jackson's unwittingly apt title for his last album and movie, "This is it."

I have to think the flight attendants who were rude enough to interrupt the "spirited" discussion going on in the Northwest Airlines cockpit thought: this was IT for them too: had the pilots all died?

No, the pilots were just brain dead-victims of getting lost in time and space behind their laptops.

Somehow I doubt they were just looking so intently at their workschedules...

So, finally please tell me, how come I am not supposed to use my cell phone behind the wheel of my car YET pilots can overshoot their destination while flying a multi-ton jet through US airspace, ignoring radio commands, while using their laptops?

Don't they have anything else to do up there?

Will paper check acceptance at retail locations become a thing of the past?

2009-09-22T07:19:00.003-04:00

Whole Foods is a leader in the retail food industry They may stop accepting checks at the point of sale-does this mean checks will become a dinosaur someday? This story in the LA Times may predict our future.
What do you think?

Now a few words from guest blogger Doug Campbell

2009-09-21T15:59:00.006-04:00

As a CEO Coach and Business Owner, I am constantly looking for ways to make businesses more efficient and easier to operate. About 9 years we began accepting credit cards for our tutoring business (Sylvan Learning Center in Darien CT). It seemed like a big step at the time, and it was also potentially costly because our average charge is $100+. Nevertheless, it has been widely successful. Within 6 months 70% of our clients were using credit cards, and it is now close to 85%. The time spent preparing bills and mailing each month has been cut by 6 hours. The money is in the account almost immediately each month. Cash flow is less of a worry, and the rent check can go out on the 3rd of the month.

If you are a small business and still not using credit, reconsider the benefits in time, administration, and cash flow when you think through your strategies. If you are using credit, you should also periodically review your vendor – we lowered our fees substantially after 3 years with the first vendor and now receive better service. There are also incredible new tools to help you with cash flow and profitability in your business that are constantly being developed. Don’t let your competitors get a leg up on you. Make the time to talk to a credit expert – you will be surprised on the upside.

All the best.

Douglas Campbell III "The Success Coach"
203-975-0320 cell 203-952-1161
www.thesuccesscoach.com

Speaker * Author * Entrepreneur * Executive & Career Coach

Coaching Top-Performing Executives & Business Owners to Achieve Even Higher Levels of Success

The Success Coach on Networking (7) http://www.youtube.com/watch?v=boKH8yfYFNk

Business Conference Speech http://www.youtube.com/watch?v=_b61rV19JAk

The Success Coach, Business Expert, for Wells Fargo Bank on Onboarding New Employees

https://wellsfargo.imaginationdigitalmedia.com/business-insights/?episode=C7 (5)

Author Where To Go From Here: Reinventing Your Career, Your Business, Your Working Life (2009). It is available through Amazon, at Barrett Bookstore (Darien), Elm Street Books (New Canaan), and through the author as a book or ebook.

Mary Travers, we will miss you

2009-09-17T19:44:00.001-04:00

The coo of Mary Travers' voice singing "I'm Leaving on a Jet Plane" was one of the most memorable tunes of my teenage years and one of my first 45s.

Her musical activism against the Vietnam War and racial inequality was a defining characteristic of the protest movement of 1960s. The history and the change she saw! She will be missed and the music will be treasured even more than before.

Why are some people so RUDE?

2009-09-15T16:50:00.005-04:00

What a week!

Obama is heckled and called a liar in the Capitol by an elected official! Imagine!

Pity the young singer at the music awards ceremony accepting an honor for her musical talent only to be interrupted and preempted by a rude and obnoxious celeb upset his favored singer did not win. At least the honoree kept her cool.

Not so in Flushing Meadow. Did you see the tennis player explode in anger and unsportsperson-like language on the US Open tennis court? $10K and an apology later, it's all but forgotten.

Today a former client called to let me have it, for nothing I did wrong. It was entirely her fault and she can't come to grip with the fact that she messed up. A shame.

Finally a friend was just laid off from her job and given 1 hour to clear out. No warning.

I sometimes feel like the world has gone mad and taken formerly polite people down with it. We all want what we expect is ours, and we want it now, in just the way we expect it to result. Dealing with our errors and disappointment is tough. But there is a proper way to do so, and with grace. Let's all try to find that grace.

Myself included, I suppose...

blog block

2009-09-02T17:38:00.005-04:00

From time to time people create new phrases that actually describe something I have witnessed yet searched for a term for its correct and concise description.

Blog block.

In the meeting this morning some of my colleagues expressed a reluctance to start their own blog as a means of marketing themselves. As if they were not capable of this (not the case), they had a block preventing them from starting, like the dreaded "writer's block."

My blog block comes from time to time. But in my case I want to express something and keep a regular schedule blogging but don't know quite what or how to say it in virtual words. Or I know I can't say it completely effectively and then just move on to something else more tangible.

Blog block.

I wonder if some of my colleagues and fellow bloggers also experience this, as misery LOVES company--do you ever get blog block?

Sage advice

2009-08-26T11:38:00.003-04:00

Aim with your heart, adjust with your head, and always, always, always, do all you can.

A new client sent this to me; thanks, Linda! It epitomizes what we all need to do better, continuously, in our business and personal lives.

No soapbox ranting form me. The words themselves say it all. Let's all practice this!

Optimistic

2009-08-13T20:21:00.003-04:00

Daughter moving to Seattle, spreading her wings. Anyone know any architecture or urban planning jobs out there?

Many irons in the fire for a busy August/September. Waiting...

4 speaking engagements booked for September alone.

Fall coming, change in weather, change in perspective.

Optimistic that new developments bring new experiences.

Twitter for Business 101

2009-08-07T08:23:00.007-04:00

The whole world seems a-flutter about Twitter and I have been a bit of a sitter on the sidelines, at least until now. I have been tweeting for a few months but am always looking for new ways Twitter can help my business.

Mashable ran a piece called Twitter 101 which is a great guide to ideas on how Twitter can benefit your business. Here it is in hopes it helps you somehow.

Let’s follow each other: I am @marchalpert

Optimists meet! Hope abounds!

2009-07-28T08:42:00.004-04:00

Can you imagine such a newspaper headline?
Or a talking head on TV saying "Optimists meet! Hope abounds! News at 11."

Well, it indeed happened last night, at a social event held by the Optimists' Tribe, in which a diverse group put names to faces and verbal promises of deeds to accomplish in 2009 that will make world just a little better place.

Sixteen quality people met, each with a view of the present and the future as bright and hopeful, in the spirit of social cause networking.

Join us on the website. It's free, or if you care to make a contribution that's cool too.

Optimism and how to get more of it!

2009-07-24T15:06:00.003-04:00

It's easy to be cynical or even downright pessimistic if you read the news: religious leader and mayors arrested for corruption, etc. etc.

I am not advocating suspending your newspapers subscriptions.

But I am suggesting finding optimistic open-minded people to mingle with and enjoy their energy. I am lucky I get to do this a lot.

Today I joined a new green business group sponsored by the local award-winning SCORE chapter. There were so many intelligent and sustainable business ideas in one room!

On Monday I am attending a social gathering of the Optimists' Tribe, a newly formed group that revels in an optimistic view of the present and the future. I am looking forward to an infectious evening of new contacts and positive friends.

I will report back soon.
Optimistically,
Marc

Would you like to save $4000 a year?

2009-07-20T09:50:00.006-04:00

It pains me to meet a nonprofit to find out that their credit card rates and other online donor services are so out of the market that they could realize savings of $4000 a year, that's a 50% savings! It happened again last week in Stamford.

Not that they are foolish or asleep at the wheel; on the contrary. It's just that my trained and objective eye can find new ways to give them the same functionality (actually better!) for less.

Once a controller came up to me after a presentation meeting at which I won their business and said, "You don't realize what you've just done-you saved us enough money to take one of our staffers and make her a full time employee."

Now that's good for the employee and for the organization. And it makes me feel good too, that I am able to help out in a new way.

What can we do for you?

Guest Blogger Lesley Mattos Tells Us How NOT To Be Treated as a Client

2009-07-08T14:57:00.003-04:00

From her blog Adesso Albums entitled,

"Authorize.NOT"

Friday, July 3, 2009 by Lesley Mattos

About 11:00 p.m. Pacific last night, there was a fire in the data center in Seattle, Washington where the credit card processing company for our e-commerce site is located. It was almost 12 hours before Authorize.NOT, as I like to refer to them now, resolved the issue but it took them 9 of those hours before they reached out to their customer base through Twitter.

The scary thing about this is that the Companys back up servers were impacted by the fire as well. Now I'm a very (VERY) small business compared to Authorize.net and even I know that redundancy means more than one copy of your important data and more than one place for it to reside. For God sake, they're the #1 credit card processing company in the world, you'd think they'd know that too!

Whoever is tweeting for them is now singing the praises of their response to the situation. The "tweet" - "Been on conf. call with the team for hours now. Impressed with how calm & meticulous they have been thru this entire event." Great. Next time try communicating that you've got it all under control the instant the issue arises so your customers aren't pulling up a blank website or calling a number that says the company is closed for the holiday weekend. Communicate with YOUR customers so that they can be proactive with theirs. It's not rocket science, it's just good customer relations.

Absent any information, here's what we did for our customers who were unable to complete purchases of our unique instant photo guest books to use for their wedding guest book, baby keepsake album, birthday or wedding shower guest book:

* We checked to see who had abandoned their shopping cart since the outage

* We sent an email to each of them, informing them about the outage and letting them know that we'd contact them again when the situation was resolved

* We offered them a 10% discount on their order when they did come back

The good news (and there always is some) is that I'd bet that someone has lit a firecracker under the "calm and meticulous" Authorize.NOT team are thinking long and hard over this holiday weekend about redundancy and beefing up their crisis communication plan. Let's hope so!

Guest Blogger Howard Levy with some great tips on direct mail fundraising

2009-06-25T07:49:00.009-04:00

I get to know some dynamic people who show great expertise in their fields. One of them is Howard Levy, who hails from Orange, CT but is providing sharp branding services for nonprofit out of Red Rooster Group, his marketing design firm in NYC. Howard is sharing a posting as my guest blogger today and I think it contains great tips that make paper mail solicitations much more effective:

"I just received a direct mail piece from Audubon that I think is effective (of course I don’t know what actual results were). Here are the elements and graphic techniques that I think make this piece appealing:

1. An enticing outer envelope. First, the package gets your attention. No mailing can be successful unless the recipient is compelled to envelope. This outer envelope is printed in full color with a lush image of an egret (which appeals to their members) and has a seal enclosure that looks like a label which gives it a special caché that elevates it above other fundraising appeals (the envelope flap is actually die cut). Also, notice that the offer to “Double your impact” is on the envelope.
2. An appealing offer. Due to a Challenge Grant by a large donor (made to several organizations), all donations made will be matched. Double your donation is a very compelling offer, especially in this recession.
3. Graphic demonstration of the offer. Not only does it tell that it will double your money, it actually shows you what those amounts are to make the offer more tangible. The piece is designed as perforated vouchers with the amounts pre-printed, no doubt based on the recipients’ previous giving levels to motivate donors to give a levels that are comfortable for them.
4. Repetition of the message. The Challenge Fund is presented in an elegant seal-like crest that makes the package feel special, with the words “Match My Gift” prominent on every voucher.
5. Effective design. Overall, the piece conveys an upscale look that reinforces the positive impression that Audubon is a professionally-run organization that will put the money to good use. Instead of many different fonts, lots of indents indents and use of yellow highlighting typical of fundraising letters, in this package the typefaces are kept to a minimum and the colors are restrained to Audubon’s signature green and an accent yellow to create an upscale, consistent look.
6. Comfort for the donor. Notice the Better Business Bureau logo on each form to provide an endorsement for the charity. Every bit of credibility helps when you are competing for funds."

Thanks, Howard!

Guest Blogger Arun Sinha always has something pithy to say...

2009-06-11T14:45:00.010-04:00

...and this time it is on one of my favorite subjects, cash flow:

Cash flow blues

A friend from one of my networking groups told me about a cash-flow crunch he found himself in, through nobody's fault. He has a 3-person firm, and like many small businesses, he gets the bulk of his revenues from one client. Currently, about 62% of his sales come from his largest client.

Sometime in December 2008 he sent this client his monthly invoice via email as usual. 30 days passed, and he hadn't received his check. Since this was a huge client, my friend was treading very softly around them. He didn't ask about his payment until another 10 days.

Client said, "We never got the invoice." There had been a glitch in their email system. Some incoming emails were lost, some weren't. Guess which email was lost.

So my friend sends the invoice out again. By now it's getting close to February 09. He has depleted his rainy day fund, so he draws on his line of credit at his bank so he can make his payroll and utilities.

Meanwhile, the client's business has slowed, so they don't pay in 10 days like they used to. They take the full 30 days. Which means my friend finally gets his check a little over 70 days after emailing his invoice. Then, because it's an out-of-state check, he waits another 7 calendar days for the money to land in his account.

There are a couple of lessons from this saga: Don't rely on one big client and one big check. Things can go wrong without malice on anyone's part. You always need more in your rainy day fund than you think.

I have had the pleasure of networking with Arun for over 6 years. I value his judgment and input. Arun's copywriting skills are shown well on his website http://www.AccessConsultingInc.com and his blogs are:
Envirobuzz and AccessNotes.

Both are worth subscribing and reading. Thanks, Arun!

Guest Blogger Adrian Miller writes on How to Screw Up a Good Introduction

2009-06-05T07:30:00.012-04:00

Before I let you read the guest blog post, I have to set the stage:
Have you ever met a person who exudes so much vitality and business savvy that you are left saying to yourself, "Wow, I REALLY need to get to know that person better. I have so much to learn from him/her."

Adrian Miller is unique in these areas. I am fortunate to know her and had her come make a great sales presentation to a private group of clients. My clients loved her!

She knows some amazing people and routinely networks people. I know this personally, she has connected me to the leader of a great group of nonprofit consultants in NYC!

Recently, she has started a unique way of bringing people together in virtual network sessions she calls Adrian's Network. Check it out!

Adrian recently posted a piece on Gotham's list-serve and I wanted to repeat it on my blog. It was that good.

It's called How to Screw Up a Good Introduction and since we are all guilty of this sometime, I thought it was worth distributing on this blog. Enjoy.

How to Screw Up a Good Introduction

Networking isn’t a short-term strategy. It’s not about power selling and moving onto the next lead. Smart networkers understand this concept.

Unfortunately, there are many misguided networkers out there that thoroughly don’t “get” the give and take of networking. They only consider introductions as opportunities to sell and irritate fellow business professionals with their short-sighted, myopic view of networking. They don’t take the time to explore all of the potential opportunities and feel that is more important to lunge ahead and aggressively sell to anyone who is put in contact with them.

If you’re having a lack of success with your networking efforts, it’s well worth your time to explore how you are approaching introductions. Some questions to ponder:

Are You Taking the Time to Get to Know New Contacts?
Relationships of all types, including those with networking contacts, require a period of discovery. How can you begin to explore how you can help each other until you understand each others needs, wants, capabilities, likes, and dislikes?

Are You Looking For Ways to Help Them?
Only after you have a good understanding of how you can possibly work together can you begin to offer suggestions. Use the information that you’ve gathered to find logical, thoughtful ways to help.

Are You Uncovering All Possible Opportunities?
Again, networking is a process not a one-time effort. Don’t stop at one attempt to assist a new acquaintance.

Are You Making Yourself Available?
Out of sight, out of mind definitely certainly applies to networking. Keep in good contact with your new networking acquaintance and provide them with all of your contact information so that they can reach you.

Start reading her blog.

I welcome your comments and war stories, and I encourage you to reach out to Adrian and get to know her and her work. Thanks for everything, Adrian!

what NOT to do

2009-06-04T07:28:00.008-04:00

Phishing and other scams are prevalent. I receive them from time to time.
In this real life story, one very intelligent friend of mine was duped, and her mistake is everyone's lesson in what NOT to do.

She received an email from Yahoo, her email provider, asking for your password, and thinking it was official, she replied. Mistake.

Yesterday morning I received this email from her (so did ALL her other email contacts, business and personal); typos in the quoted section appear as I received it:

I am in a hurry writing you this message i am sorry i didn't inform you about my urgent trip to London, i don't have much time on the pc here,so i have to brief you my present situation which requires your urgent response actually, I had a trip to London but unfortunately for me all my money got stolen at the hotel where i lodged due to a robbery incident that happened in the hotel.I had been so restless since last night cos i have been without any money moreover the Hotel's telephone lines here got dissconnected by the robbers and they are trying to get them fixed back i have access to only emails at the library because my mobile cant work here so i didnt bring it along,please i want you to help me with money so please can you send me 1,200 Pounds so when i return back i would refund it back to you as soon as i get home,I am so confused right now and dont know what to do,Please you can have it sent through Western Union Money Transfer so will get it immediately its sent but let me know if you can help me then i will make findings.please let me hear from you so i can give you my the address and name where you can send the money to today please.Its really urgent for me as i dont know what to do right now than to leave here soonest you send it to me and i'll pay you back immediately i get home..Thanks alot for your kindness,

I will really appreciate your quick response.

Best Regards
(I deleted her name to protect her innocence!!!)

I thought that a professional writer (which she is) would do a better job writing this and her husband would have sent the money if this were indeed a real situation. Besides we knew she was home and not in London.

But the annoyance of having to admit her error and the consequences to all her email contacts ruined her day. And don't you think she felt her online security was violated? Humor: she did admit that as a result of this scam email, she never knew she had so many friends who cared so much about her...silver lining?

Even if it seems official, forward that phishing email to abuse@(your ISP).com. They will track the bad guys down if they can. If they have time to...

So tell your friends, your kids, you parents, that what appears to be a legitimate, official-looking request for your email password is actually a scam designed to find one dummy in your email list who might just send the money to help you out in a panic, and enrich a scammer.
Be safe.

It's been a while

2009-05-18T17:21:00.003-04:00

Since my last blog posting, a few things have happened that are noteworthy.

First, my daughter's college graduation, magna cum laude from Tufts. My college son is home too and between the two of them, they are on the Hawaiian time zone, asleep at 4 am and up again at 12 noon.

Second, a number of new clients in the for-profit and the nonprofit spheres, which is always a good sign. Perhaps the economy is reawakening?

Third, new products virtually for free: a wireless credit card terminal for merchants who go to the client, rather than the traditional vice-versa way, and an IP-capable desktop terminal for retailers with the latest in VOIP telecommunications.

Finally, LinkedIn is kicking! Many new contacts and new ways of gaining exposure which is crucial in this industry. I am presenting in New York City to a group of accountants early this week; one of a number of presentations I am asked to make, which is outside my normal area of expertise, but helps me meet new people.

It's always been the networking that I really enjoy at the end of the day. People helping people. Til the next installment...

The Proper Care and Feeding of LinkedIn

2009-05-01T10:09:00.007-04:00

All living organisms, and some electronic things, need proper care and feeding. The seeds I sprouted in March in the windowsill are mostly surviving, despite my too-constant watering and transplanting. Some would say compulsive...

I have lost a few seedlings, and more tragically, some friends this past month. John was 53 and Jerry was 84. Both will be sadly missed.

The 84-year old came up with the name "The Proper Care and Feeding of LinkedIn" for a session I did for Jewish Family Services to help some folks in between jobs learn a few techniques for job searching using LinkedIn. Unfortunately he was in the hospital when I gave the session,. but would have been asking lots of questions as his mind was always clicking away...That's how I want to be at his age!

I am beginning to collect tips and ideas for an upcoming white paper for my clients, fellow consultants, friends and fellow bloggers, LinkedIn buddies called "The Proper Care and Feeding of LinkedIn."

If you have a great story, an smart tip, a savvy use of LinkedIn, a piece of business you won directly from LinkedIn, etc., please send it to me and I will pull together the top 50 (or 100) ideas and distribute to you. Insert the anecdotes into comments to this posting.

Adoption Adaption

2009-04-21T13:59:00.010-04:00

This week's spotlight is on Jewish Family Service. one of whose programs is a full-service domestic or international child adoption service.

The staff at JFS could not be more sincere in their desire to help couples adopt children. The experience was so favorable that a friend who used the JFS adoption services became a Board Member and cannot say enough about how well it all went.

Experienced, consultative, supportive and professional, JFS guides couples along the way, making a vulnerable emotional time much more enjoyable.

They remain engaged as the new parents adapt, the child flourishes and the agency has performed its mitzvah (good deed) for couples of all faiths and backgrounds.

What could be better? Encourage friends and family members thinking of adopting to contact JFS by phone at 203.366.5438 or via the website. Adoption and adaption all under one roof.

Female Soldiers: Forgotten Heroes

2009-04-17T09:54:00.009-04:00

Until I came in contact with Homes for the Brave in Bridgeport, CT I didn't know that:
1) that an estimated 7,000 – 8,000 female veterans are homeless in the U.S., the most in the nation’s history.
2) their numbers are expected to increase as more women return home.
3) women make up about 5% of homeless veterans, up from 3% 10 years ago.
4) a woman who has served in the military is up to four times more likely to be homeless than a nonveteran woman.
5) female veterans are more likely to experience severe housing cost burden than male veterans. They represent only 7% of veterans but 13.5% of veterans with severe housing cost burden.
6) lack of affordable housing is a primary catalyst for homelessness amongst all veterans.

Of the 8,000 soldiers from Connecticut who are deployed to Iraq and Afghanistan, 25 percent of them are women. With more veterans due to return stateside, there is an extreme shortage of transitional housing for female vets in CT. “Female Soldiers: Forgotten Heroes” would be the first transitional living facility for homeless female veterans in the state.

The urgency for supporting these homeless female veterans is extreme and your financial support is needed. Please contact Amanda LeClair at aleclair@homesforthebrave.org or 203.338.0669.

At a theatre near us

2009-03-27T11:34:00.007-04:00

The Community Theatre Foundation in Fairfield, a gem of a cultural attraction in the midst of Fairfield, CT is this week’s featured nonprofit client. It is a foundation, supported solely by movie ticket sales at well-below market prices, and donations from the people who love it. Unfortunately its expenses exceed its donors’ generosity and in these rough economic times, its needs have ballooned. Operations and maintenance expenses are sapping its stability.

Folks, this is a different kind of place. The seats are comfortable, the moviegoers are your neighbors, and the operation is staffed by high school volunteers who are getting great work experience.

For these reasons, I really don’t think it gets any better than this; they give back to the community and now need our help.

Donations can go to https://secure.modpay.com/vterm/vterm1.cfm?an&nan&ae=1&clientcode=1C65A547.
Please help.

Moooooove your kosher meat buying online

2009-03-27T10:50:00.006-04:00

Jewish meat eaters who relish glatt kosher meat know that the periodic trip to the kosher butcher as much as 2 hours away is a major pain in the rumproast.

Now you can order glatt kosher meat online while your salivary glands start into hyperdrive just looking at the online photos; a few days later you have the meat delivered to your door. It's the low-carbon footprint way of getting your glatt kosher meat.

Passover starts the evening of 08Ap09. That's soon.
Don't delay-tell your friends who buy kosher meat to have a look at The Golden West Cattle Company, this week's featured client. Special prices are on the website ahead of the holiday. And the website is fun to read as well.
Hag sameach (happy holiday in Hebrew)

What if they don't come back?

2009-03-18T10:50:00.006-04:00

The hard part of receiving online donations is getting the donors to come to your website. If you tell your story well, they will feel compelled to give online. You worked so hard to tell your story, but do you make changes to the website and in your marketing to keep it fresh?

An article in today's New York Times shows how nonprofits miss a great opportunity to keep their donors continuously interested and driven back to the website, where a fresh story, anecdote, video, etc. can make them feel the need to come back and contribute.

Couple a fresh face on the website with an email blast, a paper mail campaign, phone-a-thon, anything to get them to revisit the website...and you are using efficient marketing methods that businesses use all the time. It's all part of making your nonprofit act more like a business.

We love creating online donation pages, but it's up to our nonprofit clients to urge the donors to come back again and again.

We have some tools and experience in how others have made this successful. Please ask us.

Spotlight on...The Friends of PS 169

2009-03-06T14:16:00.006-05:00

This spotlight is on my new client The Friends of PS 169 in New York City. For over 50 years, they have been ensuring inner city special needs kids can go to summer camp in the country.

The Friends needed an online donation presence and it came to my attention at a luncheon in New York last fall. One thing led to another and they had 2 friends whose firms provided probono webdesign (Canfield Design Studios) and copy writing (Geraldine Newman Communications / NEWTHYNK). We added the online payment functions, and VOILA! it's up and running, accepting donations. Add mail and email blasts and some donor goodness and this should be another happy summer for a lot of kids.

Have a look at what can be done with marvelous teamwork to ensure a good cause continues its tradition of reaching out to assist those who can benefit most.
We are pleased to have had a small part int his effort.

This is the first of a series of spotlights on nonprofit clients when they have some news to share. If you want me to spotlight your organization, please let me know.

Charities are going bankrupt...

2009-02-23T18:41:00.007-05:00

Banks are spoken about being nationalized.
What's next?

The New York Times on 20Feb08 ran an article about the struggle nonprofits are enduring, forcing many to close, entitled "Charities Now Seek Bankruptcy Protection" by Stephanie Strom in which she said:

"While no one has compiled data on how many charities have turned to courts for protection, experts in the field say it has become more common as nonprofits have been pressured by donors to operate more like businesses."

That's what we do-help nonprofits think and act more like businesses, especially in their cash flow. Can we help you?

this one's for you

2009-02-23T08:45:00.002-05:00

This time, this posting to our blog is not about us.

It's about YOU.

Just have a good time watching this: Tim Conway and Harvey Korman at the dentist

You'll laugh so hard you will have tears in your eyes. Watch Harvey Korman's face throughout.

Just sit back and enjoy.

article highlighting us in a great client relationship

2009-02-20T09:39:00.005-05:00

We are pleased to be members of Gotham Networking (ask me about this!) and to help new e-commerce businesses get started the right way, out of the box.
See http://tinyurl.com/c47zgj

How can we help you?

from Nancy's Blog "Mom Knows Best"

2009-02-17T07:35:00.003-05:00

Mom Knows Best
So Much Technology, So Little Time

Posted: 17 Feb 2009 03:42 AM PST

Today's posting is unlike previous postings. Share it with your friends and family. This is fascinating! Check out Did You Know? on YouTube, researched by Karl Fisch, Scott McLeod, and Jeff Bronman.

Please Note: If you are reading a posting from this blog through sources other than the actual blog or a subscription to the blog, you can find additional postings from Mom Knows Best at:http://bloggermomknowsbest.blogspot.com/ where you will also find a link enabling you to subscribe directly to the blog.
Thanks.
Mom

You are subscribed to email updates from Mom Knows Best
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Exercise fosters thought

2009-02-17T07:29:00.004-05:00

The boost we all sometimes need

2009-02-14T07:26:00.004-05:00

I get such an energy boost from going to New York City, professionally and personally.

I am fortunate enough to belong to two great networking groups there and have met people involved in levels of their professions that are truly inspiring. That rubs off on me in very profound ways.

It's a benchmarking opportunity for me.

Many are trusting enough to refer me to others, even if it means a leap of faith in that they don't know from personal experience exactly how I work. Not to worry-I will never disappoint them or their contacts!

But the train ride home allows me an hour or so to reflect on the aspects of these relationships and how I can make them more meaningful and reciprocate.

An example: I try to bring the best-of-the-best I know to lead private seminars for my clients here in Connecticut. This has been successful. I refer them whenever possible.

It's the pay it forward concept. What goes around comes around. It's better to give than receive.

I have always believed in this and thank my colleagues who have referred me without concrete experience of how I can help their clients.

Thanks for letting me expound a bit. More like gush...

Fly with me

2009-02-06T10:23:00.005-05:00

I had a Brazilian banker a number of years ago who tried to help me understand the vagaries of financing in Brazil (during my previous incarnation as a corporate treasurer). When explaining something particularly creative, he said, "Marc, Fly with me. Let's see how we can make this work together."

I always remembered that.

When I see a potential client, as happened yesterday, who knows conceptually what she wants but not necessarily how to bring together all the mechanisms to accept online donations and sell items in a shopping cart, we "flew" together. I left feeling she really "got it" and she was all smiles as I left. I think she was experiencing the natural high of an executive director imagining more donations in a brand new way.

Tune in next week to the continuing saga of "Fly with Me."

It's what we do

2009-01-29T07:27:00.003-05:00

From time to time we get an email thanking us for what we do best: support the client....a radical concept in this world of outsourced customer support and just plain poorly run business!

We were actually surprised this week when we emailed a complaint to Suncast about a snow shovel that wasn't wearing well and they replaced the item with a brand new one in 2 business days--unusual. But we are digressing...

Such outstanding customer support can lead to referrals to new clients or to additional business with existing clients down the road. (Buy Suncast!)

This was one such week of satisfaction:
1) a compliment from a new nonprofit client for our recently completed project,
2) the offer from a client to use him as a reference at a later time,
3) a client referred us to someone starting a new e-commerce business,
4) and the best was a client supplementing the existing work we do with them with a brand new donation/shopping cart to support their product sales and new online fundraising and event planning needs in the early spring.

It feels good. My client feels good. The latter is more important than the former.

cool website

2009-01-27T08:37:00.003-05:00

Go to www.interesting.com
It literally caught my eye when a friend sent some holiday cards a month or so ago.
(Thanks Ellin!)

You can customize fine art work on an e-postcard and it really catches the recipient's attention.
I sent some to recent University of Phoenix graduates that I had taught and I think I will start using this to thank new clients for their business. Today I have someone to send a thank-you to.

LinkedIn is a gift

2009-01-26T07:32:00.003-05:00

If you aren't already optimizing your use of LinkedIn, you are missing a great opportunity. This is a relatively underutilized tool, as we are finding from the great people we already know and are actively linking to.

The LinkedIn site is easy to navigate and work. There are presenters who will come to your group (ask us about one guy in NYC in particular) and books (ask us about a great book that you can purchase online), so no matter how you prefer to learn about LinkedIn, there is a method out there for you.

Start at www.linkedin.com and create a profile.
Add your Linkedin profile URL to your email.
You can even post a PowerPoint presentation describing your business right on your profile! On Sunday a guy in California linked to our slide presentation. Still not sure why, but perhaps we have a prospective client on the West Coast...

Open yourself up to this online networking gift.

We already have new business directly attributable to our profile (http://www.linkedin.com/in/marchalpert)on LinkedIn and the great people we are connected to.

Fear of the unknown

2009-01-25T07:34:00.005-05:00

Franklin Roosevelt in his 1933 Inaugural Address said

"...The only thing we have to fear is fear itself--nameless, unreasoning, unjustified terror which paralyzes needed efforts to convert retreat into advance."

Fear of the unknown, the comfort of the old way, retard progress and make us fearful of change. This familiar quote (at least the first part of it; I find the second part of it much more intriguing) was printed on the wrapper on my free Starbucks coffee yesterday, free because I pledged to spend 5 (only 5!) hours to helping a community nonprofit organization.

A small commitment by each of us pays off in mighty ways, if more than just a few people make this promise. Go to http://www.starbucks.com/default.asp. Make a stand to make a change in someone's life that needs your selfless help.

Community groups and nonprofits have been hammered by the economy, Madoff, unemployment and malaise. I hear this everyday from my old and new nonprofit clients.

Stand up. Make a daring change to help for more than 5 hours, or even just 5 hours! It's more than about the free coffee. Sign up in any Starbucks store until January 25th. Do it now, because YES WE CAN make a difference, one by one.

Upsetting

2008-11-24T09:09:00.003-05:00

It's upsetting that some people out there purport to be helpful in givng you the ability to accept credit card payment, when in fact they are charging outrageous prices. Namely, (well, I won't really name names...)
1) There is a .com doing so at 5.5% on each transaction. That's DOUBLE what it should be!
2) There is another.com doing this for nonprofits alone, at 4.75% (a bargain, huh?)and they mail you a paper check once a month. That's not fair! They are earning money on the nonprofit's donations!
I am sure there are more.

Questions? Ask us.
Caveat emptor!

Thanks!

2008-11-21T16:01:00.001-05:00

First, I want to wish you all a happy Thanksgiving.

Be thankful for:

· the business relationships you have earned this past year,

· for the friends you rely on,

· for the family that surrounds you, and

· for those who are trying to make significant changes to preserve, and improve, our way of life.

Second, thanks to those of you who are my clients.

Finally and not insignificant in the least, thank you for the gift that is Gotham.

Thank you to those who have referred business to me (you know who you are and how special that is to me).

I value my entire network of business relationships, for whom I try to provide the attention and service we all deserve but seldom receive.

Have a great holiday!

Obama

2008-11-06T13:30:00.004-05:00

If Time magazine doesn't make Barack Hussein Obama its Man of the Year, I'm not sure who they could possibly pick who is more deserving.

No matter your politics, the challenge this brave and articulate man has ahead of him is immense.

We all must unite around him in order to assure we prevail as a nation.

Technorati Profile

tomorrow is a historic day

2008-11-03T07:21:00.002-05:00

new law

2008-09-21T07:50:00.008-04:00

On October 1st, 2008 a new law will be enforced in Connecticut.

In a nutshell, every business, nonprofit or other organization that requests private identification numbers

Social Security numbers

health insurance numbers

driver's license numbers

credit card numbers, etc.

must encrypt them on their systems, limit access to them by employees who are in a need-to-know status, and post a policy on their website, intranet and on employee bulletin boards saying this is their policy.

To download my white paper on ways to implement this law and to protect yourself from most breaches, go to: http://marchalpert.googlepages.com/whitepaper_new_law_in_ct_01oct08.

Please feel free to share with others.

Client seminars

2008-09-21T07:45:00.004-04:00

We just held our first, in what I hope will be monthly, free client seminars, in this case for my not-for-profit clients.
The repsonse was great as we filled the room, and the comments were even better, as this one was unsolicited:

Hi Marc,
Thank YOU. The seminar exceeded my expectations. I really did get quite a bit out of it. Thank you for that and for being a pleasure to work with.

I think it encapuslates that we can actually help you in non-monetary ways.
All the best.

reboot

2008-08-25T09:53:00.004-04:00

It's another computer term that may apply to us, now that the summer is almost over.

So many businesses slide along in the summer, not undertaking anything new.

They reevaluate and enact changes in September, thus rebooting themselves.

Change is constant and taking a few months off that affects cash flow improvements, delaying what could have been, is dangerous.

If you are thinking of making a change in business cash flow improvement, carpe diem! Do it now. Don't wait to reboot.

I can only imagine what they charge for a bounced check!

2008-08-20T13:29:00.003-04:00

Yes, folks, it's a real bricks and mortar bank in Tightwad, Missouri.

Finally, a bank that can make fun of itself instead of relying on us to do so!

In re the death of customer service-now hear this!

2008-08-08T17:03:00.004-04:00

I just received this in an email and thought it was brilliant:

Customers want you to listen to them. They want you to show them respect and listen to their needs. Don’t assume you know what they’re going to say. Let them tell you. And don’t interrupt them!

Customers want you to take responsibility. They want you to own them and their problem. Don’t pass the buck. Take care of them the way you would take care of your grandmother. See their issue through to completion. And then follow up with them and make sure they are happy with the outcome.

Customers want you to pay attention to the details. They want you to use their name when speaking to them, and call them back when you say you are going to. They want to feel important because they are!

Customers want you to remember it is their time and money. They don’t have to do business with you; there are other companies they can buy from. Remember, you are not doing them a favor. They are the reason you are in business. To serve them!

Give customers what THEY want, and they’ll be sure to come back! And they’ll tell others to come as well. And isn’t that what WE want?
I printed this and placed it on my bulletin board next to my office phone. I hope you will too.

This guy walks into a lawyer's office one day...

2008-07-22T14:06:00.003-04:00

...and walks out with a new client. The lawyer received the customary service quality. And the attorney sent him an email:

Many thanks. Appreciate your taking the time to clarify this information (and so promptly). Others might have said "just go read the papers you signed". Which I should have done, of course. Thanks for making this so easy and user-friendly.

I would definitely like to be available as a reference for you if you are in discussions with other lawyers considering your services. Or any other business, for that matter. And I will spread the good word to my professional colleagues about your excellent service any time I can.

This is a real testimonial. I am pleased he is pleased.

And you thought from the start of this blog posting was going to be another lawyer joke, huh?

Unbelieveable, almost!

2008-06-29T09:32:00.002-04:00

Do you need a new headset for your cellular phone? Mine was falling apart so I took advantage of the offer at http://www.freeheadset.org/.

Find your cell phone model, order the headset and pay, in most cases only for shipping, or a very reduced price for your Bluetooth or other premium headset.

From their website:
“Since December of 2003 we've been running a worldwide wireless phone safety program that distributes free cell phone headsets in an effort to promote safe driving. So far we've given away over 200,000 headsets and we'd like to give one to you too!”

The one I ordered was ONLY $3.94 for the shipping, and I expect to receive it early this week. Not bad at all! Compare that to a retail store!

I hope this helps someone.
Stay cool.

Customer Centricity

2008-05-28T16:34:00.003-04:00

A snippet of something someone said about us today in an email: "He’s great at getting back quickly."

That's nice to hear, because that's how we operate.

I hear horror stories about interminable wait times on so-called client service 800 numbers, lack of follow through by the service provider and the all-time worse: an emailed answer to a question you didn't ask, not answering the question you DID ask!

We are here for the client-that makes us client-centric!
Let us know if you need help.

podcast...cooooool

2008-04-30T20:36:00.003-04:00

I never did a radio show before but was thrilled when Liz Kopyscinski, Vice President Belray Asset Management, asked me to spend a half-hour on her weekly podcast about local businesses. It went so fast and when you enjoy doing something it's easy to speak about it! Thanks, Liz, for the invite and I hope all of you enjoy listening:

http://www.belraycommunity.com/radio/belray-radio.html

Free hugs

2008-03-24T07:32:00.003-04:00

I was in Cambridge Square on Saturday, home of Harvard University, outside Boston. Two students were holding signs offering free hugs.

My wife took one up on the offer, and my son another.

Jack Mitchell, owner of a specialty men's clothing store in Westport, CT and author of the excellent book "Hug Your Customers" has a sequel "Hug your People." His premise: people, whether they are customers or employees, need to feel appreciated. In this ever increasingly impersonal electronic world, he could not be more on target.

So, hugs, free, or as the result of buying a book, are important ways of acknowledging value and worth of the people who help make you successful.

I try to hug my clients. If you are my client and feel underhugged, please let me know. I do not charge for this part of my service. This is my electronic "free hugs" sign.

It really IS better to give than receive!

2008-03-21T10:29:00.004-04:00

Science proves what we have been helping nonprofits do for 6 years: receive from their donors in a smarter way.

Donors feel better (see article) and nonprofits keep more of the donations.

Everyone feels better this way!

Have a nice holiday weekend.

http://www.nytimes.com/aponline/us/AP-Good-to-Give.html?_r=1&scp=1&sq=better+to+give+than+receive&st=nyt&oref=slogin

We were asked to be a guest blogger

2008-03-19T15:42:00.002-04:00

... on bizriskadvice, a blog produced by HUB International in New York City.

Thanks to Michael Zeldes of HUB International, and a fellow Gothamite for the invitation.

I hope to add more value on this topic for his clients at another date.
http://bizriskadvice.com/blog/clients-who-pay-by-check-how-your-company-can-protect-its-cash-flow-with-new-payment-technologies.html

Who is gonna bail you out????!!!!????

2008-03-17T11:47:00.005-04:00

Citibank, Bear Stearns, who else? And there will be more.

When you need a financial bailout, who will come to your rescue? No one, right?
Don't wait until it's too late. Work on your cash flow NOW.

The key to business success is sound cash flow and actively managing that cash flow. You probably cannot do it alone.

Call us in to help, we have particular expertise and tools to optimize your cash flow.

www.greinvoice.com in the press

2008-03-04T08:21:00.004-05:00

Here's some recent coverage of www.greinvoice.com in the trade press in the payments industry. I expect more soon so come back later to see what the industry thinks of our new product.

see page 2 in http://www.cardforum.com/attachments/20080228NT50CPQN-1-February%2028,%202008.pdf
our press release reproduced on GreenSheet.com; this will be expanded to a spotlight on new products later this week: http://www.greensheet.com/newswire.php?newswire_id=8759

Happy Procrastinator's Week

2008-03-03T13:29:00.001-05:00

I will finish this posting later.

LEAP DAY!

2008-02-28T14:46:00.006-05:00

Happy February 29th. Leap Day.

At the local coffee shop, a cup will cost you 29 cents all day, with a coupon of course!

If you optimize your cash flow for your business, today is like finding a $20 bill in your pocket. How?

It would mean one more day to receive more money in your bank account. It would mean one more day to optimize your working capital and be more efficient.

The analogy I like to use is that cash flow is like blood rushing throughout your body. A clog in the plumbing can cause problems throughout the business. Efficiency of cash inflow and smarter ways to accept payments will make your business healthier. One extra day to receive money is a gift.

I hope you have a prosperous Leap Day.

Preparing your company for a recession

2008-02-25T14:02:00.005-05:00

An article dated 30Jan08 by Tim Reason on CFO.com entitled, "Preparing Your Company for Recession" and was subtitled "Face it: Financial Crises are Inevitable. To Emerge Strong, Companies Must Be Quick and Smart in Their Responses" spoke about 3 general ways to prepare for a recession:
1) seek ways to reduce costs
2) optimize working capital
3) measure your performance

How right he is.

I want to embellish some of his points hinting at how our services work to prepare any size company or nonprofit for the economic downturn we are in and will see continue for a while. But why wait for a recession to implement keener business and achieve smarterpayments (name rings a bell, huh?)?

1) How can you reduce costs that can be pared down, and use technology to do so?
Think anew about all your routine processes and ask: Is there a better way? Does it have to be done this way? Can technology, especially email and the internet, accomplish the same?

Consider paper invoicing, mailing and labor costs: could an invoice travel from you to your customer by email, be opened and paid all in one transmission? Sure. See this blog's most recent posting or cruise over to our greinvoice website, for details of a new service we offer: http://www.greinvoice.com. Imagine saving postage (goes up again in May!), paper and envelope costs (I cannot believe how expensive paper is getting), and getting paid faster right on the email/web-based invoice you send the customer. That gives you more time and money to do other things like optimize your cash flow or measure your business results while your payment is on its way to you. Win win.

2) Why not optimize working capital: that's an essential practice even in good economic times?
Have you tried to get a loan recently? Bank liquidity is drying up; I know, a bad pun, but you get the point. Bankers sleep best at night knowing their customers' working capital (especially their CASH FLOW) is as smooth and efficient as possible. After all, that's what's paying them back.

However, banks do not market all the best solutions. You need to go outside the banking industry to find out about ways to improve cash flow. Independent financial consultants offer new ways that banks don't offer. And each service should be tailored ot your specific needs. Like: faster cash in the bank account, no matter who helps you get it there faster, is what makes a lower interest rate on your loan, or whether the bank gives you a loan at all. If you don't do this, someone at the bank will measure your efficiency, which brings me to #3.

3) How and what do you measure? Who has the time????
Statistical measurement is anathema when your business is growing quickly. There's just no time to stop and measure. When business slows down, you are fixated on revving it up. Once again, no time or inclination to measure.

Certain services we offer provide historic totals and other ways at looking at your business graphically and seeing things in a new way. We made it easy to see a graph or chart, so you could gain new insight. If you do not measure your business, your banker will (see discussion in #2 above).

So, there you have it, another installment of how we can help you prepare for the recession. Just ask, or we may just suggest a few services.

Green B2B invoicing and payments

2008-02-11T16:07:00.000-05:00

Business invoicing has just gotten “greener,” resulting in more cash in a new, easy way to electronically send an invoice and receive payment, while conserving our natural resources. Beat the recession.

We just launched a new service called greinvoice, which allows businesses to send invoices to their clients by email, with a link on the email to open the invoice on the recipient’s screen, at which time they can pay the invoice by electronic check or credit card…no postage, paper, envelope or trash.

We brought together three best-in-class vendors in this unique service to handle invoicing and payments in a secure online environment. Additionally, we are pleased to be able to help the environment by reducing trash and simultaneously help our clients receive payment faster.

Perhaps we are ahead of the technology curve (as usual), but the simple economics of rising postage rates (announcement today of another one penny rate increase in May) and escalating paper costs and the looming recession make the focus on cash flow even more imperative. Our lower cost to use technology to deliver invoices and receive payment makes more sense now than ever.

We have shown companies, e-commerce sites and nonprofit organizations of all sizes, locally and nationwide, many other ways to improve their cash flow using new technologies and reduce the administrative effort and expense.

See the website, http://www.greinvoice.com/ and let us know how we can help you get more green (pun intended!)

Nice to hear-and a new product is coming!

2008-02-02T16:20:00.000-05:00

Where did January go?

As we tiptoed through the on-again-off-again recession, amid the political primaries, the gut-wrenching rise and fall of the stock market, as a rogue trader in France lost over $7 billion and no one seemed to notice until it was too late, I lost track of the blog.

But I am back. One of my most interesting clients sent me an email earlier today (excerpt):

Oh by the way the shopping cart is working out great! We have this international competition going on and a lot of people from overseas are having trouble sending the entry fee which is $40 so I told them that if they have a credit card they can go to our website and do a onetime donation and to specify that it is for footprint entry fee.

Another happy camper, and using our technologies for a purpose they had not anticipated at first. Nice to hear this-that makes me happy.

AND...

Keep an eye on the blog for an announcement of a brand new product coming out soon, using internet technology to get your invoices paid fast and inexpensively!

It's New Year's Eve-such a nice sentiment is attached below

2007-12-31T13:50:00.000-05:00

We have very good friends in Ohio who sent a New Year's e-card. The sentiment was so nice I had to repeat it for you:

The people you love
The places you're a part of
The memories you hold onto
And those unforgettable moments when you close your eyes and breathe in life with a smile
A new year is a reminder to celebrate all the things that are good in your world.

To all our readers: a happy, healthy, prosperous new year.

Back with more good news from a nonprofit

2007-12-07T07:29:00.000-05:00

I have been remiss in posting to the blog for the past couple of weeks.

Too busy installing new services at new customers, a nice problem I guess.

Here's an email I received yesterday from one of those new clients, a nonprofit:

Marc, you exceeded my expectations. We are very happy so far…….Thank you for everything, and I’ll be sure to pass along your name…. All the very best for a happy holiday season, L

That makes me feel good.

You can feel that way too, just ask us!

Flattery will get you everywhere

2007-11-23T09:48:00.001-05:00

Funny how things happen in pairs.

First, at the Thanksgiving table, several of us got into a discussion how bad customer service has become. We all agreed that our businesses would die if we gave the same lousy customer service to our clients that we receive as consumers.

Then, I received this accolade from Fred Klein, guru of Gotham City Networking, a nationwide social-business networking organization that he founded 10+ years ago and runs as a labor of love. His Thanksgiving posting on the Gotham blog was arranged as an acrostic, and I was mentioned in the "H" line (quoting Fred below):
...
As I have said many times, we are a social-business networking group which is more akin to a tribe than anything else. It is fun for me and I hope it is the same for you. We pledge to keep innovating,invigorating, pushing the envelope, waving the wand and one last note--feel free to make a suggestion (and you will own it).

Happy Thanksgiving to all of the Tribe from A to Z:
...

H-Marc Halpert for being our service obsessed credit card maven.

Thanks, Fred, for recognizing what we do differently than the rest, in front of over 500 other Gothamites, for the unique service quality we give to you as our client. AND thanks and for the opportunities Gotham has given me as a member of such a great organization.

Folks, just ask me about Gotham! Got an hour or so? As we say in Gotham, what goes around, comes around. Today, the thank-yous are flying.

We have been featured in FastCompany's blog today

2007-11-15T12:55:00.000-05:00

We were very pleased to receive a phone call from Ruth Sherman, a nationally-known training coach for speakers, whose expertise is in personal and business communications.

She heard we mail hand-written Thanksgiving thank-you's to clients.

Here's what resulted. http://blog.fastcompany.com/experts/ on Nov 15th. Thanks, Ruth!

It's just another way we are different than the competition....

Have a great holiday. Thanks for reading this blog.

November cash flow kickoff to the end of the year

2007-11-05T10:17:00.000-05:00

This is it-Thanskgiving is around the corner then Christmas and year end.

IF you have been procrastinating about making a change in operating procedures which would improve your cash flow, consider this a kick to get started now.

You want to improve your business or nonprofit and we have the techniques and tools to do so.

Ask us for help.

White Paper on the new law in CT

2007-10-29T15:59:00.000-04:00

Here is a link to the white paper we have just completed analyzing the effect of the new law in Connecticut on businesses and organizations doing business here:

http://marchalpert.googlepages.com/WhitePaperoct07.pdf

In a nutshell, the law states that if your organization or company is the source of a breach of personal data of any customer, you can be held financial liable to correct the banking loss of that person and his/her banks. Connecticut is the second state in the nation to enact such a law.

Please pass this to anyone who can benefit from it. They need to know the ways to remedy their exposure. Let us know if you have any questions.

A sense of place

2007-10-16T09:57:00.000-04:00

It's amazing how you come across new concepts, and this is one concept that I have always thought about, but never heard articulated: "a sense of place."

While at a lecture by a local historian/author, she mentioned that she shared a "sense of place" with the town she wrote of. These new ideas are useful inspirations for postings for my blog, so here goes another one:

I share the "sense of place" in electronic payments with a lot of people and institutions, some honorable, some not, often many have not fully explained something to a client. Thus, the overall need for this blog: education.

I sense the "bad guys" ruin it for the "good guys." But not only in my industry.

It happened to a potential client whose business type, while legal and honorable, was rejected by my processor and many others I referred them to as well, suffering guilt by association with the less-than-honorable competitors who make certain miraculous health claims.

What their competitors don't tell you is the number of people who buy and then return the items as useless. That makes credit card processors nervous, so the entire industry was placed on the "unacceptable merchant list."

Not that these guys are unacceptable as merchants, in fact they have a great concept and can truly help a lot of people-it's just the place they share with others is murky. They know they have these challenges, as do I in the industry I am in.

That's another reason to have this blog: to provide a level of service and explanation the other guys aren't, even though they can live with their consciences.

I welcome your comments on this topic. Help share my sense of space with your notes and opinions.

Blog Action Day-Environmental Theme

2007-10-14T06:12:00.000-04:00

Tomorrow, October 15th, is Blog Action Day, where blogs can comment on the environmental aspects of what they do.

Simply put, don't mail payments to people or have them mail payments to you! Save the gas, paper, and reduce carbon emissions associated with business as usual for the past 100 years:

don't create or mail paper invoices-email them with a link on the email to your website to accept online payment

don't create paper checks: pay electronically by creating an ACH (e-check) and crediting the payee-saves postage, time, effort, gas and waste

don't make your clients or customers expect that they have to mail you a check-accept payments electronically via e-check or credit card-and you can do that over the phone, e-fax (saves paper over regular fax), by email, or online

ask your bank and credit card processor to convert you to electronic statements-you get them faster and without wasting the paper for an envelope or a stamp

That's only 4 ways. There are so many more which we can explore creatively and effectively. Ask us. Challenge us. We will find a way to make payments more environmentally-friendly.

Response to our posting yesterday on the change of the law in Connecticut

2007-10-09T09:25:00.000-04:00

Here's a response we just received to our posting on the new law in Connecticut (see posting dated 08Oct07):

Hi Marc,
thanks for the update on the new bill. I printed it off and will review to make sure we are covered. I believe we are doing most of the suggestions already. Your blog is great.
SC

That's EXACTLY the type of response that makes us feel this blog is worthwhile-helping one client at a time...

Please tell others about this law. It affects all of us in one way or another and other states are adding the law to their books.

If anyone has a question about best practices, please contact us for a no-obligation phone consultation.

The law in Connecticut has changed

2007-10-08T07:29:00.000-04:00

Public service announcement to my Connecticut clients:
Connecticut Substitute Bill 1089 was enacted as of 01Oct07. It places the onus on each merchant, organization, or company to:

disclose any breach of personal financial data originating from your location to the authorities without unreasonable delay
that party shall be liable to a bank whose customers’ personal financial data was compromised, for any costs, to protect their financial interests, including :
–Cancelling credit or debit cards or accounts,
–Closing any account or blocking any transactions,
–Opening or reopening any accounts,
–Refunding any account,
–Any assistance to customers.

(highlighting added for emphasis)

HOW DO YOU KEEP THIS FROM HAPPENING TO YOU?

By adopting the credit card payment industry's PCI DSS compliance(Payment Card Industry Data Security Standard), you can make strides towards protecting yourself from this liability:

1. Install and maintain a firewall configuration on any computer to protect cardholder data-these are easy to get and free.

2. Do not use vendor-supplied defaults for system passwords and other security passwords-change them and make them as difficult as possible to guess or steal.

3. Protect stored cardholder data: lock up any receipts or paperwork that contains full credit card numbers and names, addresses, etc. When no longer needed, shred it!

4. Encrypt transmission of cardholder data across open, public networks-do not email this data under any circumstances.

5. Use and regularly update anti-virus software-this is obvious.

6. Develop and maintain secure systems and applications-document the security methods and stick to them.

7.Restrict access to cardholder data by business need-to-know: do not trust employees, in-house volunteers or temp workers with access to this information!

8.Assign a unique ID to each person with computer access-each employee should get an ID and password so you can track the access to this data if you had to.

9.Restrict physical access to cardholder data-lock it up or shred it

10.Track and monitor all access to network resources and cardholder data-again, be careful and question anything that looks suspicious. If you had a breach of security, the sooner you act on it, the better!

11.Regularly test security systems and processes-this helps protect you. Set a schedule to do this NOW so you do not forget.

12.Maintain a policy that addresses information security-write it down, have your employees read and agree to it.

While these steps will not completely protect you (nothing will), heightened awareness of the need to maintain security of personal financial data and documenting the precautions you have taken will avert the serious financial penalties you might otherwise face.

If you have any questions, please let us know.

Time flies...

2007-10-01T07:16:00.000-04:00

It's October 1st.

At dinner on Saturday night a friend was lamenting the end of the 3rd quarter and meeting his sales quota. I had lost track of time-I forgot it was the end of the 3rd quarter.

Then I remembered: In August during a summer evening in New York City, we were amazed the convenience stores had started to show their Halloween displays. That candy will certainly be stale at the end of October!

In October we start seeing Christmas and Hanukkah displays.

Soon it will be Thanksgiving.

What does that tell you? The year end is fast approaching.

If cash flow has been a primary focus for this year and you haven't gotten around to improving it, start now. No time like the present.

Ask us how.

National Customer Service Week

2007-09-27T12:05:00.001-04:00

The Congress, by Senate Joint Resolution 166, has designated the week of first week of October, as "National Customer Service Week."

I disagree-I think every day of every week should be customer service-oriented.

A client just emailed me with a problem. Knowing the right people to help, I referred him to the vendor (since this was an ID and password issue, it was not something I am allowed to fix, but I knew who could help).

In minutes, the problem was fixed and I received this email from my client:

Marc,
Thanks for the fast return. I was not expecting it so fast. It is all set and up. SUPER!
Thanks again

Paul

Customer service-It's just what we do. Every day.

Out of tragedy, sometimes good things can result

2007-09-11T07:52:00.000-04:00

Everyone remembers where they were that fateful day 6 years ago-how the horror of the September 11th terrorist attacks affected each of us personally: our emotions, our fears, our nascent feeling of patriotism, and the effect it had on our business and the economy as a whole.

It took a while, but as a direct result of the planes not flying for nearly a week, Congress enacted the Check 21 regulations allowing banks to submit electronic images of business and personal checks, rather than the archaic method of shipping the paper checks themselves as air cargo from bank to bank for final clearing.

This is a benefit for you in that it speeds your cash flow and reduces the work involved in presenting a deposit. Now check images from your desk can be batched and cleared electronically. It is not perfect for everyone, but for those with limited staff and higher volumes (anywhere above 100 checks a week), this is something worth looking into. We have it, just ask us how.

Wishing you a safe and introspective September 11th. Think of the many attributes of our society that are worth fighting for, in words, actions and good deeds, despite those who wish to dismantle our way of life.

I'll be there

2007-09-06T11:29:00.000-04:00

No, I won't sing this in falsetto like Michael Jackson.

I will, however, be there to support you as we approach the renewal of your merchant account contract ahead of its expiration. The idea is to keep you running with the best processor at all times.

But, price and quality go hand in hand.

Just because someone comes in and offers you a better price doesn't mean better service or support. Show me the better price and I will analyze it, describe what is being offered, and if it appropriate for your business or organization, I will meet it or beat it at the time of the contract renewal.

If I have done anything right during our relationship, I hope I have added integrity, high level of service and continuity to your processing, from contract renewal onward...

Please call us first

2007-08-21T13:18:00.000-04:00

I read with great amazement in the New York Times last week that Netflix was being complimented for improving its customer service. How? By adding humans in its Washington state call center rather than outsourcing to another company or to another country.

I was amazed because, as a service provider, Netflix decided adding a more human touch was important and Booz Allen Hamilton, a consulting firm, confirmed this suspicion: people hate customer service that seems not to be connected to them or to the service.

Here's a quote from a Booz Allen representative: "There’s so much more competition, this is something they’ve done to get closer to the customer, because without that, there’s really no connection a customer has to Netflix.”
(New York Times, Business section, August 16, 2007 "At Netflix, Victory for Voices Over Keystrokes " by Katie Hafner)

As my kids would say, DUH! How much did Netflix spend to come to that conclusion?
How many times have we all spent hours waiting on a queue to speak to a human only to find that the human had no idea what we needed or we wanted in order to solve the problem?

We have a vested interest in your being satisfied. Our clients get us as the first level in solving a problem. If we cannot figure it out, we will find the right person at the right level at the vendor(s) that can, often without taking any more of your time, saving you the headache, and later we confirm the solution has been finalized. This is one thing that separates us from our competition. Call us first, please.

I get by helping my friends a little

2007-08-16T15:59:00.000-04:00

Perhaps the Beatles said it better, but sometimes I help people and they let me know I made a difference.

The other day I ran into a friend who is starting her own company. She was waiting for the verdict from a soon-to-be client, she hoped, who was deliberating over her price and proposal for a piece of business. She was a bit scared she was going to be pushed into a corner, the client knowing she had just started out on her own, and the negotiation was going to go against her. He may have figured she's hungry for the business and he had the upper hand.

She asked my advice. I told her stick to your guns and your price and tell him "you get what you pay for." Quality costs money. Schlock costs a whole lot less. She did just that.

She won the business at her price (she was smart to add a small sweetener to the deal for the same price, which cost her very little and won her the business). You get the point.

The moral? Never buy services from the cheapest guy in town. Some corner is being cut and you will regret it. I will never be the cheapest but I will strive to be the best. You will never regret paying for my services. If you do, I want to know about it before any regret starts. It takes communication on both sides. I will quote you a price that will make you happy and earn the position of an effective provider.

Finally, and best of all, I am truly glad I was able to help her.

It's easier now being "green"

2007-08-07T07:56:00.000-04:00

Poor Kermit the Frog. He thought it wasn't easy being green. Now we all strive to be "greener" by saving gasoline or adjusting our thermostats to run less air conditioning, especially at peak demand times.

Have you thought how to make your business or nonprofit greener by using new payment technologies?

Here are a few observations:
1) stop mailing invoices. It takes gasoline and electricity to process the mail and it takes days (sometimes a week) for delivery; use electronic invoice presentation with a link to your web page to accept the payment far faster.

2) start accepting credit card and/or checks by phone, by fax or on your website; easy to implement in your office and makes your staff far more efficient. No more running to the bank (eats gas) by 2pm to make a deposit.

3) if you must process checks, do so electronically by feeding them through a specialized check reader and converting them to a data file. Then let your computer send them to a processor for clearing. It's called Remote Deposit Capture. No more adding machine tapes, deposit slips or trips to the bank, saving electricity and gas as well.

That's just three ideas. Let me know if we can help you think and act more green.

Lucy! You got some 'splainin' to do!

2007-08-01T11:47:00.000-04:00

I just visited with new prospects, a husband and wife who run a business. Each is very intelligent and articulate. Unfortunately when I asked to see their credit card month end statement. they were amazed when I told them how high their rates for nonqualified transactions were.

Why is this?

I believe the card industry as a whole does a poor job of providing a statement that is legible and understandable even to intelligent people. Statements should be, and in some isolated cases, are easy to read, not computer-generated data reports. After all, they ARE invoices that are paid by you automatically so you should be able to quickly understand what is being charged and why.

I am fortunate to be able to represent one such processor who has spent a lot of time making the statement understandable and clean.

If you need someone to translate your statement from jibberish to English, let me know. Just fax it to me at 203.549.0406 and I will walk you through it.

A little education can be helpful. That's what this blog is all about.

Often Wrong, Seldom in Doubt

2007-07-31T08:54:00.000-04:00

Each credit card or e-check transaction depends on all systems being at "go" all the time. The fact is, errors and glitches sometimes happen.

When they do, merchants suddenly are aware of the mechanics they think are at work in a transaction. It can go on for a few days unless we are notified of a potential problem. Or in a few cases, they get mad at the messenger. Then we are the ultimate bad guys.

It takes a dedicated customer service team to monitor all systems, even if the systems are fully not under our control. The fact is, once the card transaction is released to the "system" many parties are involved that we are not in charge of. We coordinate with banks, data centers, "front ends", "back ends," gateways, shopping carts, web developers of varying expertise, the Federal Reserve Bank (yes, they have problems from time to time too) and so many others.

So if something goes wrong, as the first level of customer service, we take the heat. That's OK, that's what we do.

We also provide the solution. We know who to ask for assistance. We get it done. So if one transaction goes wrong in any way, it is remembered by the merchant for a long time. But it was fixed, according to the rules and regulations.

Once resolved, there is no doubt, at least in our mind, that we have provided the best level of support and customer care. We check back to be sure.

We want to rekindle that confidence again in our merchants' minds. We are responsible for your cash flow. We take that very seriously.

Now, being pragmatic, let's remember all the transactions that went right too.

Demystifying Plastic Payments

2007-07-24T12:43:00.000-04:00

Plastic Cards: credit cards, debit cards, ATM cards, EBT (aka food stamp) cards, gift cards, loyalty cards and others.

Is your business already accepting plastic cards? If not, have you been tempted to accept cards but was told it's too confusing and expensive?

Mastering cards (no pun intended) is easy when you know the basics. The program needs to be tailored to your specific needs. Believe me, if landlords in NYC are accepting cards for rent payments and fast food stores are accepting cards for a $3 sandwich, there's a program out there that you can fit into! The card payments industry is amazingly resourceful when it comes to accommodating a business's need to accept plastic. Not a surprise.

The major card brands advertise like crazy to entice a consumer to use one card brand vs. another. Merchants accept them all, typically, so differentiation isn't the issue to the merchant. It's price. No surprise.

Today it is not uncommon for me to see a merchant have a MasterCard transaction priced differently than Visa. Close to each other but nonetheless differently. American Express has its own pricing model, and Discover prices based on the previous month's average ticket. Confused? Again, no surprise.

Basically, the pricing model is something along these lines: for a single credit card transaction, the merchant is charged

a certain percentage of the face amount of the transaction
plus a few cents per transaction.
There are other fees such as statements, monthly minimums, batch fees, address verification, additional fees for certain types of cards, etc. and it's not the time to get into these right now. We will.

The merchant receives the cash proceeds from the card sale in about 2 or 3 business days from the date the authorized transactions are batched together and transmitted electronically to the processor. The fees are either deducted upfront and the proceeds paid net of fees to the merchant, or accumulated and charged at the end of the month. Confusing? It can be.

The good news is that like many new things, eventually we all get used to the rhythm and timing of how credit cards work even if you have never accepted cards in your business before.

Next time, swiped vs nonswiped. "Swiped" is not a police term for larceny. Some might disagree..I'll tell you why in another blog posting soon.

Pertinent Negatives

2007-07-23T13:44:00.001-04:00

You don't feel well and some of the symptoms could at the worst case be serious. You decide this is worth going to the doctor.

After a series of questions and other examinations, she or he tells you what you do NOT have first, to ease your mind. Whew!

What the doctor tells you next is what you have is not serious and can be treated.

The expert tells you what you do NOT have: the "pertinent negatives." You just need adjustment of some sort.

Using this analogy, is your business cash cycle running slow and you do not know what to do?

Chances are your situation is not lethal and with a little treatment, the cash flow can be treated. Velocity of cash is essential: a factor of size and speed.

Ask an expert who has at least a few options to help you, not just "one size fits all," because a real professional knows that no two cases are alike and each needs the right type and amount of TLC to nurse the cash flow back to health.

Ask for help-there's nothing wrong with getting the help of a pro. Many times, the diagnosis is not serious and can result in improved cash flow.

Welcome to the Blog

2007-07-06T16:22:00.000-04:00

Welcome.
I have wanted to create a blog for a long time and kept putting it off. Why? It seemed too difficult. I was worried about the technology and the investment of time it would take.

But like many things we encounter, someone else (Blogger) made it easy to undertand and down came the obstacles I had (foolishly) placed in my own way.

The same is true of getting paid by your clients, using the smartest technology available:

you know there is a better way,
you need someone to help you plan how to do it,
you realize there are ways to eliminate the technology obstacles,
you want to be sure you understand it in simple English, and
that "someone" can help you implement, as a part of YOUR team.

That "someone" is Your Best Interest LLC, and we've been doing just that for the past 6 years.

So over the next weeks and months, as questions are posed to me that may help you understand the "black magic" that many people think is the case in credit/debit cards and electronic check payments, I will try to make sense of this topic and in doing so, help you understand part of the core of what makes your business or organization successful.

Come along for the ride. I am not sure where we are going, but it will be fun for both of us to twist and turn as we embark on a trip together. Of course, I would always welcome your comments and suggestions. just email them to me at ybillc@optonline.net.