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

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

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...

...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

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

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

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

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.