Twitter Cash Kit is an old scam in a new skin. The pitch is the same...you pay a small shipping and handling fee to get "free access" and that also starts your seven (7) day trial period. If you do not cancel appropriately your credit card is charged $47 or more. I found two names associated with this program: Prosper University and Mary Steadman. I share the names here so you can do your own research but the feedback I found was not good.
I looked at several Twitter Cash Kit and Easy Twitter Profit pages and they all had the remarkable earnings stories (READ THE DISCLAIMER BEFORE YOU GET TOO EXCITED) and then a dozen or more testimonials extolling the merits of this program. Word to the wise here....tread carefully and take everything you read on a testimonial page with a grain of salt.
There are several red flags on these pages that should alert you to stay away. Do your due diligence and think twice before joining programs like this that bill you monthly. At a minimum make sure you use a safe shopping credit card for online purchases.
If you decide to try it and learn its a rip-off, please take note of the name of the marketer that promoted it and post your results on sites like scam.com and rip off report so others can be alerted to the marketers behavior.
Update: One of the pages promoting this questionable program was made to look like a newspaper article. It said: "City CHRONICLE Serving the area. Balanced news. Breakings news. The ONLY news." This`is not a real newspaper...its a fake!...that alone should tell you to stay away.
Thursday
Pot Pie Girl Marketing Course
My wife liked her style so we bought the course. I will give a more detailed review in my 'Don't Scam Us' newsletter but for now let me say that its an ok course. Much of what the author talks about is her Squidoo strategy. I enjoy the information but I think most of it could be found without buying the course. I gave the course a 'C+' because it saved me some time looking stuff up(yet,nothing that makes you go- Wow I never heard of that!) and based on what I have seen the $47 price tag is high. The other parts of the course are a one week plan and checklist and a transcript of a forum dialogue with a newbie.
Tuesday
Manifestation Meditation
I got an email the other day inviting me to buy a product that will help me realize everyone of my needs, wants and dreams. Yes you heard right, it did not matter if I wanted to heal myself or someone else, miraculously receive 10 million dollars, get elected to be President or find the love of my life. They say,
Part of the Don't Scam Us mission is to pull back the curtain on product offerings so consumers can make an informed decision about a product. To help people cut through the hype and get to the facts. So as Paul Harvey would say, here is the rest of the story.
Many of these programs go back to books like Norman Vincent Peale’s , “The Power of Positive Thinking”. More recently, when the book "The Secret" came out it was a huge seller. It discussed the same topic-the law of attraction. Today, you will find stories of people claiming miracles others crushing disappointment. I won't debate the merits of this "law"--that is up to each of us individually. What you will learn after doing some research is that just about all that is in this offering is available online for free....or at the used book store for a fraction of the price. What you should know when evaluating offers like this is:
1. The program is not scientifically tested. Some related aspects maybe (like meditation etc) but not this exact program. See number 3 below. Many sales pages promoting health or fitness products try to add credibility to their product by association with related research. If the consumer associates the product with the research, even though they are not directly related, then all the better for the sales pitch. That is disingenuous and a good reason to move on.
2. A quick Google search shows you that there are hundreds of these “think it, pray it” whatever you want into reality schemes. As is the case here and in so many others the process is to get the consumer to make a small buy in and then get the larger money in a monthly subscription. The longer you hang on for some success the more money they collect. In this case its $97 PER MONTH. If you have money to burn then have at it but don't be surprised if you get a pig in a poke.
3. This is misleading marketing at its best. It’s all there; the allure of easy riches; no work required; anyone can do it, etc. They even do a bit of misdirection by referring to research at various universities. I wonder if I call the universities referenced on the page if they will be so quick to make the same “guaranteed” claims as this product does? I think not.
4. The sales page, to the savvy consumer, is full of red flags that this is not all it appears to be. I'm sure he is meditating on me giving him some of my money. I am going to save my money, and not get on his marketing list. And if you have an interest in learning more about meditation and all its benefits then seek out the folks that are not internet marketers but professional, trained practitioners.
5. The sales page says,
6. Another interesting factoid. Several of the testimonials are from other internet marketers. If this program is run like others of its kind there is a good chance they are making some money on this. As a consumer you may like to know if an advocate has a financial interest in your purchase decision. Carefully looking at how testimonials are used, or what claims are made etc on a sales page can tell you something about the character of the marketer.
7. The Manifestation Meditation page invites you to download the audio CD (the "free" one -excluding shipping and handling- mentioned at the top of the sales page) but once you click to get it you have to give them your first name and email... No download yet. Then on another page you must provide your last name, mailing address and a phone number--still no download. Once you have gone through those steps you have to give them a credit card for the $9.95 needed for shipping and handling...no download. So why promote a download and then not provide it? Instead, you are asked for a lot of private information. Why do I need to pay S&H when I am supposed to be signing up for a download? Very fishy! Calling the toll free number I learn that the download is no longer available and that I must open an account and pay the S&H to receive the CD. OK, pass.
8. Beware of payments –even small ones. Here is the problem I have with this. Unless you use some safe shopping techniques you may find yourself having trouble canceling and you will get hit with the monthly charges you agree to pay when you go through this sign up process. Guarantees, “easy” downloads and service numbers are all very common-make sure you do not accept them in lieu of your due diligence. Until you know the vendor is credible and honest make sure you do your homework.
One last word on purchase terms that is related to this--no refund return policies. It’s not a bad thing, in and of itself, if a product has a no-refund policy. You will see this from time to time and so long as you know the product and it makes sense for that type of product then you can go forward. For example, with a”How-to Guide” or other perishable information product it is difficult to accept returns. These are often no refund because, unfortunately, there are buyers that will order the book, read it and then return it-effectively getting it for free. Some would argue stealing it. After you have read and consumed the information you can’t very well ask for a refund.
9. The privacy policy refers to terms and conditions but those terms and conditions are not available on the page. Not good. Any time you are asked for personal information and/or credit card information and you cannot read all the terms and conditions and privacy policy do not do anything further on that site.
10. The sales page did not provide any samples or a clear understanding of what exactly I would be buying. So, I did some research on the various terms I found on the page. Here are some sites with sample Entrainment sounds and music: http://www.soundfeelings.com/free/music_medicine.htm And another: http://www.mindwaves.co.uk/entrainmentmp3.htm ....and still more: http://www.musicmefree.com/
After listening to these samples it answered one question I had after reading the web page: Why weren’t there any samples? I think I know why. Perhaps consumers would not be as impressed or amazed as the copy tries to make them feel. Sounds and music are very subjective things and maybe they did not want to let the consumers know what they were getting until they made at least a small sale? Regardless of the reason the research showed that I can get samples before I buy and I can purchase similar products for less money.
The take away here is do your due diligence before buying into an online offer, especially when you know very little about the person or company selling the product.
… you can automatically manifest health, wealth, love & happiness and immediately ignite the law of attraction to rapidly achieve your goals all on autopilot... working for you... even when you're asleep or on vacation enjoying your life by using this secret, scientifically tested and designed, manifestation tool that I discovered and tested years ago!
Part of the Don't Scam Us mission is to pull back the curtain on product offerings so consumers can make an informed decision about a product. To help people cut through the hype and get to the facts. So as Paul Harvey would say, here is the rest of the story.
Many of these programs go back to books like Norman Vincent Peale’s , “The Power of Positive Thinking”. More recently, when the book "The Secret" came out it was a huge seller. It discussed the same topic-the law of attraction. Today, you will find stories of people claiming miracles others crushing disappointment. I won't debate the merits of this "law"--that is up to each of us individually. What you will learn after doing some research is that just about all that is in this offering is available online for free....or at the used book store for a fraction of the price. What you should know when evaluating offers like this is:
1. The program is not scientifically tested. Some related aspects maybe (like meditation etc) but not this exact program. See number 3 below. Many sales pages promoting health or fitness products try to add credibility to their product by association with related research. If the consumer associates the product with the research, even though they are not directly related, then all the better for the sales pitch. That is disingenuous and a good reason to move on.
2. A quick Google search shows you that there are hundreds of these “think it, pray it” whatever you want into reality schemes. As is the case here and in so many others the process is to get the consumer to make a small buy in and then get the larger money in a monthly subscription. The longer you hang on for some success the more money they collect. In this case its $97 PER MONTH. If you have money to burn then have at it but don't be surprised if you get a pig in a poke.
3. This is misleading marketing at its best. It’s all there; the allure of easy riches; no work required; anyone can do it, etc. They even do a bit of misdirection by referring to research at various universities. I wonder if I call the universities referenced on the page if they will be so quick to make the same “guaranteed” claims as this product does? I think not.
4. The sales page, to the savvy consumer, is full of red flags that this is not all it appears to be. I'm sure he is meditating on me giving him some of my money. I am going to save my money, and not get on his marketing list. And if you have an interest in learning more about meditation and all its benefits then seek out the folks that are not internet marketers but professional, trained practitioners.
5. The sales page says,
"When your brain is given a certain stimulus, through your ears, eyes or other senses, it gives off an electrical charge as a response, called a Cortical Evoked Response. These electrical responses travel throughout the brain to become what you "see and hear"."This is almost an exact copy of what is said on the Transparent Corp company sites that reads,
"When the brain is given a stimulus, through the ears, eyes or other senses, it emits an electrical charge in response, called a Cortical Evoked Response... These electrical responses travel throughout the brain to become what you "see and hear"."Looking at their website I see they have an affiliate program--perhaps they give affiliates permission to use copy off their web site.
6. Another interesting factoid. Several of the testimonials are from other internet marketers. If this program is run like others of its kind there is a good chance they are making some money on this. As a consumer you may like to know if an advocate has a financial interest in your purchase decision. Carefully looking at how testimonials are used, or what claims are made etc on a sales page can tell you something about the character of the marketer.
7. The Manifestation Meditation page invites you to download the audio CD (the "free" one -excluding shipping and handling- mentioned at the top of the sales page) but once you click to get it you have to give them your first name and email... No download yet. Then on another page you must provide your last name, mailing address and a phone number--still no download. Once you have gone through those steps you have to give them a credit card for the $9.95 needed for shipping and handling...no download. So why promote a download and then not provide it? Instead, you are asked for a lot of private information. Why do I need to pay S&H when I am supposed to be signing up for a download? Very fishy! Calling the toll free number I learn that the download is no longer available and that I must open an account and pay the S&H to receive the CD. OK, pass.
8. Beware of payments –even small ones. Here is the problem I have with this. Unless you use some safe shopping techniques you may find yourself having trouble canceling and you will get hit with the monthly charges you agree to pay when you go through this sign up process. Guarantees, “easy” downloads and service numbers are all very common-make sure you do not accept them in lieu of your due diligence. Until you know the vendor is credible and honest make sure you do your homework.
One last word on purchase terms that is related to this--no refund return policies. It’s not a bad thing, in and of itself, if a product has a no-refund policy. You will see this from time to time and so long as you know the product and it makes sense for that type of product then you can go forward. For example, with a”How-to Guide” or other perishable information product it is difficult to accept returns. These are often no refund because, unfortunately, there are buyers that will order the book, read it and then return it-effectively getting it for free. Some would argue stealing it. After you have read and consumed the information you can’t very well ask for a refund.
9. The privacy policy refers to terms and conditions but those terms and conditions are not available on the page. Not good. Any time you are asked for personal information and/or credit card information and you cannot read all the terms and conditions and privacy policy do not do anything further on that site.
10. The sales page did not provide any samples or a clear understanding of what exactly I would be buying. So, I did some research on the various terms I found on the page. Here are some sites with sample Entrainment sounds and music: http://www.soundfeelings.com/free/music_medicine.htm And another: http://www.mindwaves.co.uk/entrainmentmp3.htm ....and still more: http://www.musicmefree.com/
After listening to these samples it answered one question I had after reading the web page: Why weren’t there any samples? I think I know why. Perhaps consumers would not be as impressed or amazed as the copy tries to make them feel. Sounds and music are very subjective things and maybe they did not want to let the consumers know what they were getting until they made at least a small sale? Regardless of the reason the research showed that I can get samples before I buy and I can purchase similar products for less money.
The take away here is do your due diligence before buying into an online offer, especially when you know very little about the person or company selling the product.
Sunday
More Google Cash Type Scam
This is an old scam that seems to reappear every so often under a different names. The pitch is simple: learn how to make several hundred dollars per day with Google.
The pitch never provides any substantive detail. No how-tos or detail about what the customer has to do. You the reader are asked simply to spend $1.97 to learn the secrets that will make you rich!!....but that is NOT the whole truth.
The site says you get:
Items
Fortune Kit (What is in it? What is required to be successful?)
Online Tutorial (This is not specified...no details about what you get.)
Unlimited Customer Support (woooohooo! what ever this means?)
Subtotal
Processing & Shipping Fee... for $.99 Wow what a deal....not if you don't read the small print.
Here is an excerpt from the terms of condition page:
The sad story here are the number of people who try to call, who try to cancel, and run into some problem or another that hinders getting the cancellation done in time. The result is they get their credit card hit with outrageous monthly fees. The squeeze pages may mention Google Starter Kit, Google Cash System or the latest I have seen, the Google House Profit. Get the facts!
As we recommend in our ebook,take some time to do some due diligence. Do not buy into the marketing hype, get the facts and do not get scammed. There is much about this program that is not revealed to you until you have given your credit card number and are in the system. We suggest that you do not put yourself into this position.
The pitch never provides any substantive detail. No how-tos or detail about what the customer has to do. You the reader are asked simply to spend $1.97 to learn the secrets that will make you rich!!....but that is NOT the whole truth.
The site says you get:
Items
Fortune Kit (What is in it? What is required to be successful?)
Online Tutorial (This is not specified...no details about what you get.)
Unlimited Customer Support (woooohooo! what ever this means?)
Subtotal
Processing & Shipping Fee... for $.99 Wow what a deal....not if you don't read the small print.
Here is an excerpt from the terms of condition page:
"By submitting an order, You automatically receive a 5-day trial to the Google Start up Kit. Your 5-day trial begins immediately upon placing your order. You will be billed $0.99 up to$1.97 at the time of order submission. Once Your trial is active you have 5-days to decide whether to accept Your Subscription. Prior to the expiration of the 5-day trial period, You may cancel Your subscription by calling toll-free at 1-800-440-4397. Should You fail to cancel Your Subscription within the 5-day trial You will be billed $84.84 at the completion of the 5-day trial and $35.47 every month thereafter for continued services and hosting of your internet web tools software unless canceled by You."
The sad story here are the number of people who try to call, who try to cancel, and run into some problem or another that hinders getting the cancellation done in time. The result is they get their credit card hit with outrageous monthly fees. The squeeze pages may mention Google Starter Kit, Google Cash System or the latest I have seen, the Google House Profit. Get the facts!
As we recommend in our ebook,take some time to do some due diligence. Do not buy into the marketing hype, get the facts and do not get scammed. There is much about this program that is not revealed to you until you have given your credit card number and are in the system. We suggest that you do not put yourself into this position.
Monday
Carbon Copy Pro et al
I get asked a lot about how to figure out what is a good opportunity and what is a scam? Even though its been around for several years I was asked about Carbon Copy Pro and whether or not they should get involved with this program. In my ebook I give several red flags to look out for and share how to do due diligence that covers most of the questions but I thought a brief posting here would be helpful.
The only information my friend had about Carbon Copy Pro (CCP) was what he had read on the sales page and picked up from reviews--or at least that is what the author called them.
I hope the following thoughts will help you decide about what programs to join/buy. You can also read my article on Ezine.
So lets get started. There are dozens of pages on Hubages, Ezine, Squidoo etc promoting Carbon Copy Pro (and other programs) and many claiming to be a review( supposedly an objective description and commentary on the product or offering). However you will find that most of these "reviews" are really promotional pages.
In this posting I want to give you some things to look for so you don't get suckered by these fake reviews. For this purpose I am using carbon copy pro as an example. Clearly it is a real opportunity but the level of candid and straight forward information on the program is all over the board.
If you Google "carbon copy pro" you can find several articles, webpages and videos about the business. Many tout the opportunity but most only give a partial picture of all that is involved. What is missing from most reviews are answers to fundamental questions:
1. What product are you selling? Is it a real product or are they just trying to get others to buy the program (some even have a token product to comply with some of the laws controlling MLM programs)
2. What are ALL the costs involved? If you find that they tell you there is a cost of $X and later learn that there are additional costs not disclosed up front--pass!
3. Is it turn key or do you have additional work to do? What marketing do you have to do? Do you have to right articles? Do you have to do any social media campaigning?
Most "reviews" of this program and several others do not provide a professional well researched review. By way of example here is one that comes close:
http://ezinearticles.com/?Internet-Entrepreneurs---CarbonCopyPro-And-Wealth-Masters-International&id=1057093
The review lets the reader know what companies and people are behind the program- who they are and what is their interest in the program. The article let's you know there are recurring charges (missing from many sales pages and articles) and additional charges for marketing support. Most reviews do not give the reader this detail, therefore they should be discarded as marketing material and not research material. This article provides insight into what the additional charges are. Information that you should know up front before spending any money.
Another critical factor is getting visitors to your business site. Money comes with visitors, you need to drive traffic to your site and that is the most challenging part of an internet business. Even if a company provides materials for a site, or even gives you a finished site, you still have work to do to drive traffic to your site. If consumers are not coming to your site then there is no way they are buying. This is a significant factor to the average online failure rate of 90% plus.
Once you understand the details of the program your next task is to evaluate your ability to drive traffic to your site. Looking back at the referenced article, the writer advises that only experienced marketers should consider joining this program. This is good advise. Someone new to online marketing could loose their shirt waiting for visitors to convert to buyers. With programs and clubs like CCP, you have fixed costs each month ($149 for the program plus hosting etc) and if your site is not converting sales right away you are loosing money. So make sure you fully understand all the costs, know what red flags to look for and then do a thorough job of estimating costs and sales. Good luck.
The only information my friend had about Carbon Copy Pro (CCP) was what he had read on the sales page and picked up from reviews--or at least that is what the author called them.
I hope the following thoughts will help you decide about what programs to join/buy. You can also read my article on Ezine.
So lets get started. There are dozens of pages on Hubages, Ezine, Squidoo etc promoting Carbon Copy Pro (and other programs) and many claiming to be a review( supposedly an objective description and commentary on the product or offering). However you will find that most of these "reviews" are really promotional pages.
In this posting I want to give you some things to look for so you don't get suckered by these fake reviews. For this purpose I am using carbon copy pro as an example. Clearly it is a real opportunity but the level of candid and straight forward information on the program is all over the board.
If you Google "carbon copy pro" you can find several articles, webpages and videos about the business. Many tout the opportunity but most only give a partial picture of all that is involved. What is missing from most reviews are answers to fundamental questions:
1. What product are you selling? Is it a real product or are they just trying to get others to buy the program (some even have a token product to comply with some of the laws controlling MLM programs)
2. What are ALL the costs involved? If you find that they tell you there is a cost of $X and later learn that there are additional costs not disclosed up front--pass!
3. Is it turn key or do you have additional work to do? What marketing do you have to do? Do you have to right articles? Do you have to do any social media campaigning?
Most "reviews" of this program and several others do not provide a professional well researched review. By way of example here is one that comes close:
http://ezinearticles.com/?Internet-Entrepreneurs---CarbonCopyPro-And-Wealth-Masters-International&id=1057093
The review lets the reader know what companies and people are behind the program- who they are and what is their interest in the program. The article let's you know there are recurring charges (missing from many sales pages and articles) and additional charges for marketing support. Most reviews do not give the reader this detail, therefore they should be discarded as marketing material and not research material. This article provides insight into what the additional charges are. Information that you should know up front before spending any money.
Another critical factor is getting visitors to your business site. Money comes with visitors, you need to drive traffic to your site and that is the most challenging part of an internet business. Even if a company provides materials for a site, or even gives you a finished site, you still have work to do to drive traffic to your site. If consumers are not coming to your site then there is no way they are buying. This is a significant factor to the average online failure rate of 90% plus.
Once you understand the details of the program your next task is to evaluate your ability to drive traffic to your site. Looking back at the referenced article, the writer advises that only experienced marketers should consider joining this program. This is good advise. Someone new to online marketing could loose their shirt waiting for visitors to convert to buyers. With programs and clubs like CCP, you have fixed costs each month ($149 for the program plus hosting etc) and if your site is not converting sales right away you are loosing money. So make sure you fully understand all the costs, know what red flags to look for and then do a thorough job of estimating costs and sales. Good luck.
Who cares just buy this
Today I received an email in one of my network groups telling me about an absolutely marvelous opportunity. His email said that this opportunity was,"...great, it was a real money maker, he made ten gazillion dollars in a month..."
Had he read my scam ebook he would have known that all he accomplished was to send an email with examples of scam red flags. The link "howimakeinternetmoney" was a rehashed version of a program that claims to tell you how to make tens of thousands of dollars off of Google and all you have to do is pay $1.95. It has several names, the last one I saw was called "Google Cash". To make a long story short, do the research and you will discover it is a program you should avoid. As one posts said you don't make any money online you make money trying to get someone else to buy into the program.
I posted this because it is a perfect example of how online marketers pay lip service to customer experience (how are you the consumer going to fare in this deal?)and are really focused on making money by hook or by crook.
Had he read my scam ebook he would have known that all he accomplished was to send an email with examples of scam red flags. The link "howimakeinternetmoney" was a rehashed version of a program that claims to tell you how to make tens of thousands of dollars off of Google and all you have to do is pay $1.95. It has several names, the last one I saw was called "Google Cash". To make a long story short, do the research and you will discover it is a program you should avoid. As one posts said you don't make any money online you make money trying to get someone else to buy into the program.
I posted this because it is a perfect example of how online marketers pay lip service to customer experience (how are you the consumer going to fare in this deal?)and are really focused on making money by hook or by crook.
Friday
Customer Experience is about being genuine
Do you want to do more business? Would you like to have customers that valued your relationship with them? Of course you would. Well if that is the case why don't companies do a better job of building a relationship? Doesn't it take more than using someone's first name in an email? Let me demonstrate. I received the following follow up email to a quote we requested for a customer:
Hi Steve :
As we have not heard from you since we sent you our quote, we wonder whether you require further information before deciding to place an order. Your feedback is very important to us because we want you to receive the personal attention and best possible advice on our products.
We look forward to hearing from you and hope that you will afford us the opportunity to provide you the best products and also excellent service.
Thank you!
We look forward to working with you!
Looks ok doesn't it? Sure. But here is the problem, this is the 7th or 8th time I got this exact same letter without any phone follow up or acknowledgment of the information I had sent to them about the project. So what's the lesson here?
1. An auto-responder is fine for an initial response but any personalization loses its effectiveness when it's clearly rote. In cases like this where they are dealing with a specific project, reference the project shows you are in touch with what is going on.
2. Get your facts straight. In this case they have received 2 emails and 2 phone calls in response to their quote. So this email leaves me, the customer, wondering who is minding the store?
3. The letter tells me that MY feedback is important but then they keeping sending the same letter and do not mention or address the issues we included in two previous responses. This leaves the customer thinking they don't care and do not understand the project.
4. They affirm that they want to provide "personal" attention yet do nothing to make that personal connection. To have a viable customer experience practice in your business you must strike a balance between cost saving automation and personal contact with the customer. This is a must!
5. The last response that was sent to them had some very specific questions about the specs of the display and how we can cool the unit in our outdoor application. Questions are an opportunity to serve and wow the customer. In this case my inquiries were followed up with 4 or 5 identical form emails paying lip service to "excellent service". The end result is they loose ground rather than building a relationship.
We've all seen the comic set up of when one person is talking to someone who is clearly disinterested in who is talking and what they are saying. Yet when asked if they are listening, they give a nod as if to say, “yes, fascinating, please continue”... only to drift away again into abject apathy. They can make it funny on TV but in real life no one likes this and it will hurt your business.
Next week if you want to impress your customers, then:
1. Respond to inquiries quickly
2. Be responsive to acknowledge their reply and answer questions fully.
3. Follow up with a call.
4. Follow up correspondence should affirm your understanding of their needs and your commitment to meeting those needs. A business relationship is defined in the details.
Hi Steve :
As we have not heard from you since we sent you our quote, we wonder whether you require further information before deciding to place an order. Your feedback is very important to us because we want you to receive the personal attention and best possible advice on our products.
We look forward to hearing from you and hope that you will afford us the opportunity to provide you the best products and also excellent service.
Thank you!
We look forward to working with you!
Looks ok doesn't it? Sure. But here is the problem, this is the 7th or 8th time I got this exact same letter without any phone follow up or acknowledgment of the information I had sent to them about the project. So what's the lesson here?
1. An auto-responder is fine for an initial response but any personalization loses its effectiveness when it's clearly rote. In cases like this where they are dealing with a specific project, reference the project shows you are in touch with what is going on.
2. Get your facts straight. In this case they have received 2 emails and 2 phone calls in response to their quote. So this email leaves me, the customer, wondering who is minding the store?
3. The letter tells me that MY feedback is important but then they keeping sending the same letter and do not mention or address the issues we included in two previous responses. This leaves the customer thinking they don't care and do not understand the project.
4. They affirm that they want to provide "personal" attention yet do nothing to make that personal connection. To have a viable customer experience practice in your business you must strike a balance between cost saving automation and personal contact with the customer. This is a must!
5. The last response that was sent to them had some very specific questions about the specs of the display and how we can cool the unit in our outdoor application. Questions are an opportunity to serve and wow the customer. In this case my inquiries were followed up with 4 or 5 identical form emails paying lip service to "excellent service". The end result is they loose ground rather than building a relationship.
We've all seen the comic set up of when one person is talking to someone who is clearly disinterested in who is talking and what they are saying. Yet when asked if they are listening, they give a nod as if to say, “yes, fascinating, please continue”... only to drift away again into abject apathy. They can make it funny on TV but in real life no one likes this and it will hurt your business.
Next week if you want to impress your customers, then:
1. Respond to inquiries quickly
2. Be responsive to acknowledge their reply and answer questions fully.
3. Follow up with a call.
4. Follow up correspondence should affirm your understanding of their needs and your commitment to meeting those needs. A business relationship is defined in the details.
Monday
Work From Home? Be safe. Be smart.
There is some encouraging news coming out that perhaps, just maybe, indicates there is some light at the end of the tunnel and its not another train coming. Still customers are struggling today to make ends meet.
Over the weekend I saw several work-from-home and start-your-own-internet-business ads. Customers can take steps to help them get value and a good customer experience and not get taken for a ride.
1.When you see these infovideos, sales pages etc take each and every word with a huge grain of salt. Many successful internet marketers are the 21st century's version of snake oil salesman. They have a program for whatever ills you. They have made excellent livings selling "secrets", "special programs", and "revolutionary systems" to an audience desperately looking for some financial security. Some may have merit but a lot do not. Many times its a recording of their musings and thoughts rather than solid, actionable teaching. Understand their job, like a carnival sideshow barker, is to get you to sign up and spend some money. It is very much a buyer beware world.
2.Carefully run the numbers. If you are considering joining a membership site calculate the cost and the breakeven point to do business. I saw an ad for a new program called Affiliate Jump. It seems to have a reasonable monthly fee but newcomers would be wise to wait and see if the payout is there or will this be another flash in the pan program that really never delivers for the majority of its subscribers. Newcomers must understand that so many of the seasoned marketers endorse and hype up programs of fellow marketers with little concern for the customer experience and subsequent results. It's up to the consumer to do the due diligence. It is a sad truth in internet marketing that thousands of people spend $39, $49, $59 or more each month hoping to build an online business only to find themselves swimming in red ink. So what should you do? Get the full story of what is being offered. Try to get references in your area to talk to-- at a minimum get someone from the program on the phone to talk through the details. Lastly, do research online about the offering.
3. Manage YOUR expectations. Even good programs cannot guarantee your success; and, add to that an already busy schedule, it is easy to get flustered if you are not seeing the progress or results you were hoping for. Do not blame the course or someone else, stay the course and keep your focus on being successful. I recently joined the ListBuilding Club and was not impressed with the content and I did not like the amount of up selling I was having to deal with. They charge $97 per month to have access to information I have seen elsewhere for less or free; so, I decided to move on from that club. A good learning experience but a bad program based on my expectations from the sales materials I saw. NO gripes with the company and so long as they process my cancellation properly we will separate and each go our own way. I am sure there are members that consider the club a good value and others that don't--the point is be proactive about getting help and manage your own expectations.
4. Lastly, if you have bought into a program that was more hype than substance, after you have gone through the right procedures to get your money back--win or lose--spread the word about your experience. Send me the details. Get the word out about who has acted poorly or dishonestly? Who is trying to sell a pig in a poke? By being proactive you are going methodically expose the charlatans and help others find legitimate help.
(here is an interesting read on the expression "pig in a poke"--enjoy. http://www.phrases.org.uk/meanings/a-pig-in-a-poke.html)
Over the weekend I saw several work-from-home and start-your-own-internet-business ads. Customers can take steps to help them get value and a good customer experience and not get taken for a ride.
1.When you see these infovideos, sales pages etc take each and every word with a huge grain of salt. Many successful internet marketers are the 21st century's version of snake oil salesman. They have a program for whatever ills you. They have made excellent livings selling "secrets", "special programs", and "revolutionary systems" to an audience desperately looking for some financial security. Some may have merit but a lot do not. Many times its a recording of their musings and thoughts rather than solid, actionable teaching. Understand their job, like a carnival sideshow barker, is to get you to sign up and spend some money. It is very much a buyer beware world.
2.Carefully run the numbers. If you are considering joining a membership site calculate the cost and the breakeven point to do business. I saw an ad for a new program called Affiliate Jump. It seems to have a reasonable monthly fee but newcomers would be wise to wait and see if the payout is there or will this be another flash in the pan program that really never delivers for the majority of its subscribers. Newcomers must understand that so many of the seasoned marketers endorse and hype up programs of fellow marketers with little concern for the customer experience and subsequent results. It's up to the consumer to do the due diligence. It is a sad truth in internet marketing that thousands of people spend $39, $49, $59 or more each month hoping to build an online business only to find themselves swimming in red ink. So what should you do? Get the full story of what is being offered. Try to get references in your area to talk to-- at a minimum get someone from the program on the phone to talk through the details. Lastly, do research online about the offering.
3. Manage YOUR expectations. Even good programs cannot guarantee your success; and, add to that an already busy schedule, it is easy to get flustered if you are not seeing the progress or results you were hoping for. Do not blame the course or someone else, stay the course and keep your focus on being successful. I recently joined the ListBuilding Club and was not impressed with the content and I did not like the amount of up selling I was having to deal with. They charge $97 per month to have access to information I have seen elsewhere for less or free; so, I decided to move on from that club. A good learning experience but a bad program based on my expectations from the sales materials I saw. NO gripes with the company and so long as they process my cancellation properly we will separate and each go our own way. I am sure there are members that consider the club a good value and others that don't--the point is be proactive about getting help and manage your own expectations.
4. Lastly, if you have bought into a program that was more hype than substance, after you have gone through the right procedures to get your money back--win or lose--spread the word about your experience. Send me the details. Get the word out about who has acted poorly or dishonestly? Who is trying to sell a pig in a poke? By being proactive you are going methodically expose the charlatans and help others find legitimate help.
(here is an interesting read on the expression "pig in a poke"--enjoy. http://www.phrases.org.uk/meanings/a-pig-in-a-poke.html)
Wednesday
Never too big to help
It seems that we are back where we started from and find ourselves dealing with politics as usual. No change that makes any sense for the good of the country, no change in politics as usual...but I am hopeful. I hope that as we focus on whats important we'll move forward and be a better people, a better country.
The following is a story that I think is very pertinent today and a lesson for our elected officials-the corporal in the story.
A group of colonial soldiers were repairing a section of a defensive position during the American War of Independence. The leader of the group was barking orders and strutting across the battlements with some air of authority and a very distinct sense of self importance. A man, wearing civilian clothes, rode past the soldiers. He took notice of the leader shouting instructions but doing nothing to help the others. He asked the leader why he was not helping with the work that needed to get done. The leader pushed out his chest, set his chin high and replied with great fanfare, “Sir, I am a corporal!”. The rider, acknowledging the corporal, stepped down from his horse, asked what he could do to help and began to help the visibly exhausted soldiers.
When the job was done the stranger got back on his horse and remarked to the corporal, “May I suggest that next time you have a job like this and not enough men to do it that you go to your commander and get more help. If he cannot find more men I will come and help you.” The corporal responded, “…and who shall I say ask for?” The stranger, as he rode away, answered over his shoulder, “ George Washington”.
The following is a story that I think is very pertinent today and a lesson for our elected officials-the corporal in the story.
A group of colonial soldiers were repairing a section of a defensive position during the American War of Independence. The leader of the group was barking orders and strutting across the battlements with some air of authority and a very distinct sense of self importance. A man, wearing civilian clothes, rode past the soldiers. He took notice of the leader shouting instructions but doing nothing to help the others. He asked the leader why he was not helping with the work that needed to get done. The leader pushed out his chest, set his chin high and replied with great fanfare, “Sir, I am a corporal!”. The rider, acknowledging the corporal, stepped down from his horse, asked what he could do to help and began to help the visibly exhausted soldiers.
When the job was done the stranger got back on his horse and remarked to the corporal, “May I suggest that next time you have a job like this and not enough men to do it that you go to your commander and get more help. If he cannot find more men I will come and help you.” The corporal responded, “…and who shall I say ask for?” The stranger, as he rode away, answered over his shoulder, “ George Washington”.
The grease to make the wheels turn better
In the closing days of World War II, General Patton's motorcade was heading down a raised dirt road, not much more than a berm really, on his way to a military parade. He was festooned in his full dress uniform with all his metals and ribbons—quite a site to see. (If you saw the opening of the movie Patton, with George C Scott, you have the right picture in mind.)
Back to the story. Patton’s motorcade was stopped by a tank half in the ditch and half on the road. The driver of the tank was trying, without much success, to get the tank out of the ditch. Patton ordered his car to stop and stepped out to see what the problem was. The air was filled with the smell and black smoke of the diesel engined tank, dirt sprayed up on the road into a pile where the tank tracks had done an efficient job of moving dirt and nothing more. Hearing the soldier’s dilemma he instructed the driver to get out of the vehicle, the staff was shocked, jaws gaping widely, as General Patton climbed into the dirty, diesel smelling tank to see what he could do to help.
A few tense minutes ticked by as soldier and general staff wondered what the General was doing in the tank. The silence was broken when the tank motor gave a load, strained roar--the engines tachometer racing into the red zone-- and then, in the blink of an eye, the General popped the clutch and the tank leapt out of the ditch and came to rest in the middle of the road--the motor purring quietly.
The soldier, forgetting who he was talking to, yelled out a colorfully worded compliment to Patton. The General smiled and asked, “Do you see how its done?” Proudly nodding his head in affirmation he climbed onto the tank. But he was not quick enough because before he could get a firm grip the tank was thrown into reverse, dumped the soldier on the side of the road, and placed right back into the ditch. Dusting himself off, the soldier looked up as Patton passed by, adjusting his uniform,saying, “Good, now you do it”. The motorcade went on its way and the driver to this day probably still tells the story about when the Tank General gave the tank driver his best driving lesson.
I have always enjoyed this story because it reminds me that the best leadership is leadership by doing, leadership by example, and not by show or posing. Our government and corporate leaders would do well to follow Patton’s example and get into the ditches with those doing the work and lend a hand.
Back to the story. Patton’s motorcade was stopped by a tank half in the ditch and half on the road. The driver of the tank was trying, without much success, to get the tank out of the ditch. Patton ordered his car to stop and stepped out to see what the problem was. The air was filled with the smell and black smoke of the diesel engined tank, dirt sprayed up on the road into a pile where the tank tracks had done an efficient job of moving dirt and nothing more. Hearing the soldier’s dilemma he instructed the driver to get out of the vehicle, the staff was shocked, jaws gaping widely, as General Patton climbed into the dirty, diesel smelling tank to see what he could do to help.
A few tense minutes ticked by as soldier and general staff wondered what the General was doing in the tank. The silence was broken when the tank motor gave a load, strained roar--the engines tachometer racing into the red zone-- and then, in the blink of an eye, the General popped the clutch and the tank leapt out of the ditch and came to rest in the middle of the road--the motor purring quietly.
The soldier, forgetting who he was talking to, yelled out a colorfully worded compliment to Patton. The General smiled and asked, “Do you see how its done?” Proudly nodding his head in affirmation he climbed onto the tank. But he was not quick enough because before he could get a firm grip the tank was thrown into reverse, dumped the soldier on the side of the road, and placed right back into the ditch. Dusting himself off, the soldier looked up as Patton passed by, adjusting his uniform,saying, “Good, now you do it”. The motorcade went on its way and the driver to this day probably still tells the story about when the Tank General gave the tank driver his best driving lesson.
I have always enjoyed this story because it reminds me that the best leadership is leadership by doing, leadership by example, and not by show or posing. Our government and corporate leaders would do well to follow Patton’s example and get into the ditches with those doing the work and lend a hand.
Tuesday
In Bad Times Prep the Soil for Spring
It was a good weekend working in the yard so please excuse the gardening lead in. The point to be made is that when times are tough it’s easy to get fixated on what is not going well or what’s wrong rather than taking actions that will lay the ground work for better times.
As you work to survive add one element to your plan, take time to focus on your customers, be involved with their business and show concern about what is going on with them. They know...that you know...that they are not buying right now, so when you continue to be there for them and add value, without a pending sale on the table, you will reap (sorry, there I go again) tremendous amounts goodwill and customer loyalty. Regardless of what market you are in there are some things you can do to prepare your customers for better times.
1. Be available to them….stay in touch and ask about their business. Talk to your customers about their plans and expectations for the coming months. We all have experienced the benefits of having people around us to help us think through difficult times. Also, if you were Johnny on the spot when times were good and they were buying but now, when the money is not flowing, you are nowhere to be found, your customer WILL notice your absence and they will remember that when it is time to reward a good vendor with an order.
2. Share ideas that you pick from others that may help them. Recently, a friend of mine told me about his landscaping company that gave him a great marketing idea. Sure it needed some tweaking but it helped him come up with a new idea to sell more products.
3. Help your customers’ to network. If you belong to some networking groups invite a customer to come with you to the next meeting and introduce him to others that may be able to help him.
4. Lastly, research tells us that 90% of businesses do not have a proactive customer experience process in place. Help your customers by helping them to get focused on customer experience. Share your experiences. At our company we give feedback to our customers and vendors. It’s a win-win to help customers be better customers (manage expectations) and vendors be better vendors.
We know that single digit improvements in employee retention and customer loyalty pay double digit dividends in total revenues. When the economy is down, use the down time to invest in your customer relationships let them know that you are a true and caring partner.
As you work to survive add one element to your plan, take time to focus on your customers, be involved with their business and show concern about what is going on with them. They know...that you know...that they are not buying right now, so when you continue to be there for them and add value, without a pending sale on the table, you will reap (sorry, there I go again) tremendous amounts goodwill and customer loyalty. Regardless of what market you are in there are some things you can do to prepare your customers for better times.
1. Be available to them….stay in touch and ask about their business. Talk to your customers about their plans and expectations for the coming months. We all have experienced the benefits of having people around us to help us think through difficult times. Also, if you were Johnny on the spot when times were good and they were buying but now, when the money is not flowing, you are nowhere to be found, your customer WILL notice your absence and they will remember that when it is time to reward a good vendor with an order.
2. Share ideas that you pick from others that may help them. Recently, a friend of mine told me about his landscaping company that gave him a great marketing idea. Sure it needed some tweaking but it helped him come up with a new idea to sell more products.
3. Help your customers’ to network. If you belong to some networking groups invite a customer to come with you to the next meeting and introduce him to others that may be able to help him.
4. Lastly, research tells us that 90% of businesses do not have a proactive customer experience process in place. Help your customers by helping them to get focused on customer experience. Share your experiences. At our company we give feedback to our customers and vendors. It’s a win-win to help customers be better customers (manage expectations) and vendors be better vendors.
We know that single digit improvements in employee retention and customer loyalty pay double digit dividends in total revenues. When the economy is down, use the down time to invest in your customer relationships let them know that you are a true and caring partner.
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