Archive for the ‘Business News’ Category

Facebook bugs and why they annoy me

Business News, Client News | Posted by Katie
Mar 16 2012

This week I have spent a significant amount of time setting up new cover images and sorting timelines, apps and other admin sections of customers Facebook business pages.  Whilst I love the majority of the new options the sheer obstructive nature of Facebook has annoyed me more and more.  Oh and did I mention bugs in the title?  Riddled with them!

At one point after trying to upload a profile image 6 times I gave up… went away and made a cup of coffee, came back and there it was as if nothing weird had been happening at all.  Also with all these new and improved features why oh why does Facebook still not realise that there are people outside the USA using it, and therefore don’t want to put their price in as $’s or have full stops put in their telephone numbers.  But the most annoying of all, when did Facebook decide that the about us section of a business page will not actually be about us unless we change the category to something innocuous like ‘company’ rather than the reality which is many of our customers are hotels.  Just sheer frustration all week.

However, I do like to end on a positive note – the ability to change the images on the apps is a welcome addition, as is the ability to pin and highlight posts but why do I get the impression Facebook are giving with one hand and taking away with the other?

Anyone else feel a rant coming on that they would like to share?

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So you have your social media in place – what now?

Business News | Posted by Katie
Feb 09 2012

So, you’ve got your Twitter account, your regularly posting on Facebook, you’ve uploaded all your photos to Flickr – what now?

Well there is nothing more frustrating for us going to see a customer we have been working with who doesn’t let their customer know that they are on all of these social media platforms.  As we all know, we are now living in an instant gratification world these days thanks to the nearly immediate actions you can take online, so for example if I am sitting in your hotel room with my smart phone and I am loving the tea and coffee making facilities, I may be tempted to talk about you on Facebook with my friends….. now what was your hotel called again?  I put the search in my Facebook on the phone and it gives me 10 different options based on your hotel name and I have no idea which one you are…. right, won’t bother then.  The same applies to Foursquare and to Twitter.

We know that you don’t want to cheapen your look by being on a constant sales drive, but we also know that customers rarely open bedroom folders, or look on the back of menus, or look at your company brochure for this type of information.  You need a simple, cost effective way of getting that kind of information across.  So our ideas are as follows:

  • Tent cards with small icons and your profile name next to them on every table in your business
  • A proper email signature that goes out on absolutely every email you send that includes the icons and your profile name
  • Business cards with all of your contact details, social media icons and profile names rather than a picture of your business logo, scattered about the place or put in an envelope with every mailout you send
  • Anything that electronically leaves your business, i.e your newsletter – make sure you always include the social media icon with your profile name

We used to find ourselves saying all the time, what is the point of having a lovely website if no one finds you on Google?  These days we find ourselves saying, what is the point in setting up all of this social media and making sure you use it if no one knows you are on it?

If you want to find us you can like us on Facebook, follow us on Twitter, view screenshots of our work on Flickr, view our website, and we don’t have a YouTube chanel because us talking about SEO will send you to sleep!

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Communication is the key – how to go on holiday when self employed

Business News | Posted by Katie
Nov 28 2011

We’ve just been on our first ever two week holiday and we closed the business during that time!  I know, it sounds crazy yes?

Don’t get me wrong, we have come back to overflowing in-boxes and more than one telephone message, but the to do list makes it all manageable but what I am really blogging about is that how just a little bit of communication really has made all the difference to our state of mind and our customer’s expectations.

Everyone needs a holiday, if you are to work effectively with renewed vigor it really is worth recharging those batteries, but as I have blogged before, being self employed doesn’t lend itself to holidays, especially not when you work with your other half!

So what did we do differently this time that enabled us to get away for such a long time?  We let our customers know when we would be away and what to do in an emergency – not that Internet marketing or SEO is ever life or death you understand!  How did we do this…. well I used Mailchimp to set up an above board, fully legal mail out to our address list.  I then added in subsections to our database and emailed out specific information to specific groups of customers informing them of what to do and who to contact if their website went down or their email stopped working.

And do you know what – no one had an emergency after all and by letting everyone know that we were out of the country and that we weren’t turning our mobiles on they didn’t get in touch even though they knew we were away.  Having had time off in the past when people still thought it acceptable to ring at 10pm on a Sunday night, these two weeks have been a revelation.

Having taken the time to work with Mailchimp and find out all the wonderful things it can do, we are going to be offering newsletter set up and management out to customers so do let us know if you are interested and when we are ready to offer a package we will be in touch.

So, now we are back from our travels (NYC and a wee cruise on the QM2) we are raring to go, fully recharged and extremely happy with our self serving customers ;-)

 

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My Blackberry & Vodafone Crumble

Business News | Posted by Katie
Oct 19 2011

The RIM outage last week that rendered our Blackberries useless was to be honest the final straw for us.  Having spent the last two years defending our reasoning behind having BB’s instead of iPhones – you know, that phrase, we are using them for business not for pretending to be teenagers – we have now decided that we need to ditch the berries and head off into the realms of HTC or iPhone.

So, what do we do?  We call our friendly Vodafone helpline, who after 10 different button push choices tell us that we can’t speak to a human but we can use the online chat facility.  That’s fine, my typing speed is quick and my Internet connection for the minute seems stable enough to cope.  I explain our problem to 1st chat representative and ask if we can change our contract onto iPhones, you know send our BB’s back to them, stay on the same enormous tariff that we don’t use all of the minutes, texts or data usage for anyway, so they are still making money out of us – I am kind of thinking this is sounding quite familiar to many of you.  Oh and did I mention that we have been with Vodfone for probably 12 years, loyal service blah blah blah.

Well, 1st Vodafone chat representative said there was no way we could get out of our current contract, nor could it be downgraded, but don’t worry, we could purchase new phones from Vodafone and they will change the tariff over from Blackberry to iPhone.  Job done…  ‘I will transfer this chat to our sales team’…. ok.  2nd Vodafone chat representative joins the conversation and I have to give him 15 minutes to read through previous chat and that he will get back to me.  15 minutes later and his first question is ‘so you would like to buy an iPhone’.  This is going great, yes is my answer and we will sell back our Blackberries to Vodafone in order to help pay for them.  Silly silly me – what was I thinking?  This now leads to a full discussion and a repetition of everything I have already typed and he has supposedly read, and for him to keep telling me not to sell our phones because did we know we were in a contract?  Did we also know that we can’t upgrade until next November?  Not sure I have ever experience online chat rage before, but I have now!

So to cut a very long story short, we are now left with two options, pay £500 each to have a new iPhone – not going to happen, or stick with our current over priced contract of which we only use half of the allocated service using phones that are now deemed unreliable and work only when they feel like it.  And before I get inundated with the comments such as ‘good old Blackberry giving Steve Jobs a fitting send off’ or ‘you should have got an iPhone in the first place’ I am genuinely interested to hear if other people have had similar problems and what you did to resolve them?

I will be sad to see my Blackberry go, but what is the point in having a work tool that isn’t reliable?  Not even sure if I am convinced I want an iPhone and perhaps HTC is the way forward, but right now, we are stuck in a rut with Vodafone refusing to budge an inch….

Answers and suggestions on a BBM…

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Moral dilema | business decision – when do you say no?

Business News, Everything Else | Posted by Katie
Aug 02 2011

You know that saying ‘you learn from your mistakes’?  Well, sometimes you do learn but it doesn’t mean the decision making is any easier.

So, the dilemma is:  what do you do when your customers don’t pay on time even though you have had discussions, you have agreed a way of working out the payments and then all of a sudden they stop taking your calls or not responding to emails?

Well, in the past this was the situation we were in and we naively thought that the customer in question would clear his debt and all would be well again.  How silly were we?  He ended up leaving us, still owing us a considerable amount of money, was verbally threatening on email and telephone and was so horrid that we ended up giving him the information he required to set up his website with someone else just to get rid of him.  That was a year ago and to this day we have still not received the money even after spending more money asking a debt collection company to get involved.

So, you can imagine how awkward we now feel when we find ourselves in a similar situation with two more customers.  Long standing customers, one of them is relatively local, and we are in the position where if we take the websites down we are effectively cutting off one of the major streams of income to their businesses.  Whilst this pains us and makes us feel uncomfortable, from a business point of view we are in the position of if we take their website offline then we are almost guaranteeing that the relationship is now beyond repair and we are probably going to lose their business.

Well, we had to toughen up, one website went offline yesterday – and amazingly enough the customer has got in touch – the other website is due to go offline tomorrow – we will see what happens then.  In the grand scheme of things, it is not cost effective having to spend time chasing payments so what do you do as a small business owner who doesn’t like to upset people?

I don’t know the answer!  As always, keen to find out how you deal with this situation because I am sure we are not the only ones.

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