Don’t Miss Out on Holiday Savings!!!

You don’t want to miss out on savings right?  Don’t forget to take advantage of the holiday promotion that we are running from now through January 15th!!!  All of our loyal partners and many new partners have received a holiday mailer in the mail with a fun scratchoff to reveal the promotion!

Holiday Promo can be used on all new accounts set up during the promotional period and the promotional pricing will be applied to each partner’s current pricing structure.

$2.00 off of Exchange Hosting

$0.50 off of ExchangeDefender

If you have any questions, want access to the holiday savings, or need the coupon codes just let me know and I will be happy to help!!

Stephanie Hasenour
VP Marketing, ExchangeDefender
stephanie@ownwebnow.com

Times Have Changed…

The I.T. field has changed. I wish I could say that it has been to your benefit, the partner; but I can’t. The recession of 2007 hurt many many businesses. Some of you felt the effect immediately, while others felt it 18 months later. Unfortunately, some of you are still experiencing it. But is that what is really hurting your I.T. business? In my opinion the answer is “No”!

I think this is because the I.T. business is evolving into “monkey proof” solutions. What I mean by that is larger companies such as Microsoft, Google, Dell, etc. are making it easier for your clients to run their technology. They no longer need to purchase I.T. solutions from you. Even security companies are making software and hardware based solutions easier to implement, maintain, and protect their resources.

“Oh, but “I offer monitoring?” So does X Company.

“I have backup solutions?” Yep, X Company does that too: Onsite and offsite.

“My clients are special… They need blah, blah, blah that only I offer!” Whatever.

So where does this leave you and your humble I.T. business: Unemployed and out of business—respectfully speaking. Am I saying you need to close up shop and find another trade offered at your local community college? Not at all… What I am saying is that you need to make implementing, maintaining, and repairing technology a secondary offering. The majority of your time needs to be dedicated in showing your clients HOW to use technology to make their work easier and their business run more smoothly. This process requires you to start asking more business questions and less technology questions.

Ask yourself: “Does this company have a proper business workflow process that is efficient and effective?”—and yes, there is a difference between the two. They are not synonyms.

Now comes the commercial portion of this post. I would be remiss in my training from Vlad Mazek if you expected anything less. We spent a lot of time, a lot of energy, and a lot of money redesigning Shockey Monkey v.3 to greatly assist you in creating and working in a solid business workflow process. We have added modules that address Human Resource needs, Marketing needs, and Sales needs. And this is just the beginning. As we wrap up development for Shockey Monkey v.3, we are already looking into the future to make future updates and releases even more robust but without all the clutter that tends to be associated with growing a business platform. If you haven’t done so already, visit us at Shockey Monkey and see what you are missing. Try it out today, it’s FREE!

Michael D. Alligood
Partner Sales & Support, ExchangeDefender & Shockey Monkey
michael@ownwebnow.com
(877) 546-0316 x707

Show Me the Documentation!

Usually my blog tends to be more technical than dealing with the human side of support. That’s because usually high resource usage in support is caused by not researching reports or lack of understand of the technology. But there are a few every now and then that are an exception to the rule. We came across a difficult scenario a couple of days ago where a customer is having issues with a service. So of course we ask for documentation. Instead of providing the information requested, instead we get the “can’t you just fix it?”, yes we can if we can decipher what is wrong out of thin air.

One of things we sell to our customers as what separates us from the rest is support. I stand by that. We’re not the biggest fish, yet. But that allows us time to spend on fixing your issues, if you help us. Like a doctor or mechanic, we need to know where it hurts or where it smells like oil.

Going back to this case, so talked to the partner again, hey we’re standing by to help you can you give us anything? The second reply was, I just got yelled at over this! At this point we’re really empathetic and trying to explain to the guy, if you can’t tell us what is wrong and show us we can’t review it.

Guys I can’t emphasize this enough, I understand the emotions that come from getting chewed out. While some of you forget that while you post “You’re not getting it in the ear like we are!”, you’re doing it to us and I’m ok with it, it’s part of support. I understand. But if you could mix in the facts of the issue with some documentation so we can see or read what you’re seeing, you’d find that we can resolve your issues in a faster manner.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737

Creating Lists and Organizing for Maximum Efficiency

In business there are many tasks, issues, and fires that come up in the typical workday, from the mundane to the extraordinary. It can be difficult to manage all of aspects of the business and at the end of the day feel a sense of satisfaction that everything was accomplished.

There are some simple steps that can be taken to maximize efficiency and to feel a sense of accomplishment.

Plan Your Day– It is easy to get to the office and immediately begin going through the barrage of emails. Instead start your day by making a simple list of items you would like to have completed, in order of their priority.

Close Your Day- Just as it is important to begin the day by creating your list it is just as important to end your day by crossing off completed items and moving incomplete items to the next day. This will assure that you have finished important items and can follow up with incomplete tasks.

Become a Creature of Habit– The only way lists work is if they become routine. If you start and end your day the same way then there will never be any question. Of course there are always exceptions to the rule, but the more you can create a repeatable workflow the more efficient you will become.

There are many task-based programs that you can use to help with organization. Some of these programs allow you to create reminders and follow-ups and some even integrate with mobile devices. A PSA/CRM tool like www.shockeymonkey.com can provide integrated task organization as well as business management. Whether you utilize software or just pen and paper; creating daily lists can help you achieve your goals and give you a better sense of accomplishment when you close the doors and turn off the lights after a long day.

Frank Gurnee
VP, Channel Services, ExchangeDefender
(877) 546-0316 x4777
frank@ownwebnow.com

Holiday Promotion!!!

Check your stockings!!! Or at least your mailbox  !! We are having a holiday promotion to celebrate with all of our loyal partners the holiday season!

Once you receive your postcard mailer there is a scratch off section over the gift box. Scratch it to reveal what your holiday savings will be!

If you have any questions or want access to more holiday savings please give us a call, (877) 546-0316!!!

Stephanie Hasenour
VP Marketing, ExchangeDefender
stephanie@ownwebnow.com

Listening

“The ear of the leader must ring with the voices of the people.” — Woodrow Wilson

Recently Dr. Ernesto Sirolli, founder of the Sirolli Institute, gave a speech at TEDxEQChCh called, “Want to help someone? Shut up and listen!” In his speech, he reminisced about his humanitarian work while in Africa in the ‘70s. Dr. Sirolli, explained that despite the best intentions of mice and men, every project that he and his company implemented to assist the people of Zambia failed. How could this be? They were well-educated humanitarians. Their plans have been thought-out and their purpose true. They only wished to help the Zambian people—who showed very little interest in receiving it.

The answer to why they showed disinterest came in the form of a parable. The summary of the matter was Dr. Sirolli and his team had their own ideas and did not take the time to listen to the Zambian people on what they thought or if the ideas could even work. It wasn’t that Dr. Sirolli devalued their opinion or thought less of them as people. It was because Dr. Sirolli and his companions thought of themselves as the provider of solutions, and thus required no assistance in giving assistance.

“What you do [to provide better aid is] you shut up. You never arrive in a community with any ideas,” quoting Dr. Sirolli. If they would have listened to the natives of Zambia, they would have learned that the beautiful garden full of vegetables they spent all their efforts to nurture and grow—the same garden the Zambian people wanted no part of—would ultimately become the feed grounds for the local Rhinoceroses!

“Why didn’t you tell us this would happen?”

“You never asked.”

Some of you still reading are now asking yourself, “Why am I reading about Rhinoceroses in Africa on a tech blog?” And if you are that person, move along—I cannot help you. However, if you deduced that a person’s good work is not enough to succeed; then I congratulate you. Most of the time, you simply need to be quiet and listen. Simply NOT talking will yield you the best results. I am not suggesting that you become a mute during the entire encounter. What I recommend is allowing the other person the power the conversation vehicle while you steer it down the road you desire. By listening, you improve the possibilities of uncovering additional opportunities.

The next time you find yourself sitting at the table with a potential client, let them do the talking. Do not come into the meeting with ideas of what you can do for them. Actively listen to what they are saying to you. In the end, you may discover unrealized opportunities or hidden landmines.

Michael D. Alligood
Partner Sales & Support, ExchangeDefender & Shockey Monkey
michael@ownwebnow.com
(877) 546-0316 x707

Managing Distribution Groups in Outlook

We have had a few requests from different partners to allow clients to manage their distribution groups through Outlook. While we prefer that partners use our control panel to allow there to be an actual tracked and managed configuration, we do extend the ability to clients by setting a “Distribution Group Manager”.

To set up a distribution group manager open a support request with the email address of the Distribution Group and the new manager.

Once configured Users would open the Address Book in Outlook, find the distribution group and go to Properties. Once inside properties the manager would click “Manage Members”.

Travis Sheldon
VP of Network Operations, ExchangeDefender
(877) 546-0316 x757
travis@ownwebnow.com

Standardizing For Success

IT Solution Provider and MSP businesses typically utilize software to help manage and maintain their client networks as well as their own day-to-day business. This software helps to create efficiencies that may have never been realized in the past, but requires continued and repeated use to create such efficiencies.

Many successful sales organizations employ similar methods and software in order to drive more sales. CRM solutions provide ways to organize but companies need to go beyond their CRM and develop standard practices across their teams in order to get the most sales.

It’s all about Standardization

Sales people in general are loners; they like to do things their way, which can be good and bad. Whether a sales person likes it or not, getting the team on a standardized routine will be better for the organization in the long run. The job of a sales manager is to assure that standard practices are followed but many times the practices are overlooked when a salesperson is bringing in sales.

This is the Inherent Problem

Many managers turn their head when numbers are good and the result is sales people that do not follow standards. Sales organizations typically have higher turnovers, as sales people generally like to chase the money and will many times take any better opportunity. This is another reason for implementing standard practices within the organization.

Some of the common items that should be standardized for all sales organizations are as follows:

Documentation– Quotes, Proposals, marketing materials, and contracts should all have a similar design and format allowing anyone to takeover for anyone else and any stage in the sales process

CRM– All salespeople must update the respective CRM after every appointment, call, or touch.

Sales Tracking and Reporting– Along with CRM updates sales tracking, pipeline and projections must be updated religiously.

Appearance– It is important that sales staff has a standardized dress code this provides a professional representation of the company.

Creating standardized practices is the easy part; implementation and management to assure compliance is the tricky part. Managers must not let sales numbers negate responsibilities. It is the job of the sales manager or owner to assure that sales people are following required practices. The benefits are far reaching and will result in more sales, easier transitions, and accurate forecasting.

Frank Gurnee
VP, Channel Services, ExchangeDefender
(877) 546-0316 x4777
frank@ownwebnow.com

Happy Thanksgiving!!!

From all of us at ExchangeDefender, Happy Thanksgiving to you and yours!!!

Sincerely,

-The ExchangeDefender Team

Incentives that Motivate

Many business owners believe that employees are completely motivated by money. Though money does motivate, it is what we would consider a short-term motivator and should be treated as such. There are many ways for employers to incentivize employees. The best way to get the most out of any incentive is to have a plan.

Monetary Incentives

*Raises – Monetary incentives whether they are bonuses or raises should be tied to specific goals. This assures accountability and keeps expectations in check. Raises should generally tie into a review process. If long-term goals are met, than a raise can be given. This method keeps a raise as a long-term motivator.

*Bonuses– a bonus is definitely a short-term motivator. It is used to boost output and drive a specific result. Bonuses are often used in sales but can also be used in many other aspects of the business. The key is to structure the bonus based on the expected end result. Do not waiver from the initial goal and by all means do not provide a bonus if the goal is missed. Even if a goal is missed by a small amount, rewarding based on a missed goal sends the wrong message.

Non-Monetary Incentives

*Promotions and Title Enhancements– are good incentives that leave a lasting impression on employees. It is good to coordinate promotions with additional responsibilities and expectations. All promotions or title enhancements do not have to be tied to a monetary raise but when major additional responsibilities are expected, a promotion without a raise may be a de-motivator.

*Praise– The biggest and easiest motivator (though can be the hardest for some) is periodic praise. Employees are driven by doing well and being a part of a team, they want to know they are appreciated and want to feel good about what they are doing. By providing true heartfelt appreciation to your employees you are not only driving them to continue to do great work but you are also giving them a sense of accomplishment and belonging.

There are many incentives and plans that can be put in place to motivate employees. Make sure any plan is just that “a plan.” Set realistic and obtainable goals to help drive employees to the desired end result, and be sure to incorporate employee praise into your routine, the return on your investment will be easily realized.

Frank Gurnee
VP, Channel Services, ExchangeDefender
(877) 546-0316 x4777
frank@ownwebnow.com