Jun

03

For Want of a Nail (an episode in customer service)

Strategy

You may be familiar with this old proverb

For want of a nail, the shoe was lost

                For want of a shoe, the horse was lost

                For want of a horse, the knight was lost

                For want of a knight, the kingdom was lost

Maybe another way to put this would be, little things can mean a lot. Here’s my case in point for today. In my area, the big box hardware companies have invaded with a vengeance. There are five Home Depot stores within 10 miles of my house. There are also three Lowe’s units. One HD and Lowe’s are about three blocks apart and there is a big building going up between them that is going to be another big regional chain (Menards). It’s hardware city in that stretch of road.

Still, I’ve been willing to drive even a couple miles further to go to what I would call a “mom and pop” hardware store. My preference for this has been twofold.

First, I worked in just such a store for some of my college years. It was a place where you didn’t really sell products, you sold solutions. People came there not really knowing what they wanted, just knowing what was wrong or what didn’t work. It was our job to know what they needed to fix the problem, and to explain to them how to do it (or even, in some cases, to drop by after work and fix it for them).

Second, I like the idea of “buying local” and doing business with smaller businesses. As a small business owner myself, I like to think that others work like I do, trying to give the best personal service possible, being available at odd hours, taking time to really get the right job done and not just relying on volume sales of mediocrity to make money.

In any event, I was in the local hardware store a couple of days ago, buying a few odds and ends (hardware stores and office supply stores are particularly good for that), and here is what happened. My total bill came to $12.01 and I handed the cashier a $20. Seeing her reach into the change compartments of her cash register I said somewhat facetiously (I thought) “Oh, sorry I don’t have any change, but I could go out to my car to get that penny. I’d rather do that than leave with a pocketful of change.”

To my surprise, she said “O.K., I’ll wait.” Seriously. Being a person of my word, I left the store, went to my car in the parking lot (it wasn’t THAT far), got a penny from the console, brought it back in and completed the transaction. Then I left the store for the very last time.

That’s right, I will never go back in that store again. The one cent that that cashier apparently felt that she couldn’t just write off may be the most expensive penny that passed through their hands in the past few months or even years. When you hear about businesses (like Nordstrom’s) whose employees are authorized to take back any item and give a refund, even things that weren’t bought at their store, or businesses like the Ritz-Carlton, whose employees are individually authorized to spend up to $2,000 to make a customer happy, to think that there is a business that wouldn’t just forgive a penny seems crazy. I have been in checkout lines where I saw the clerk reach into a pocket or purse and put their own penny in, obviously to keep the drawer balanced.

The thing is, it really isn’t about the penny, it’s about the mindset. My conclusion is that this particular “mom and pop” business does not have a customer service mindset, or at the very least that they don’t value customer service enough to infuse that value in every employee.

So, now the store has lost all of my future business. They have also lost the future business of anyone I may have sent their way in the future, like I have so done in the past. I can’t really recommend a place I won’t shop at to others – right? Who knows how much all of this potential business is worth? I know it is way more than a penny. In fact, they are already in the hole. Even at minimum wage, I figure I spent about 20 cents worth of that clerk’s time via the delay while I fetched that penny from my car.

I’m sure some people will feel that I have overreacted, but seriously I can buy anything that store sells – and a whole lot more – at any of the big box stores. Usually for less money too (I saw one item on the local shelves for $5.99 and it sells at Home Depot for $2.39). If one of the good reasons, maybe the main one, for shopping with a small “s” is the feeling that you will get treated more personally, even like family, I have been disabused of that notion in this instance by this event. Enjoy the penny!

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Apr

20

Crowdfunding…Is It Right For Your Nonprofit?

Development / Funding / Strategy / Technology

As if things weren’t already challenging enough for most nonprofit organizations, what with government funds being cut off in midstream in desperate budget-balancing attempts, and increased competition for grant dollars, there are also recent reports that revenues from “big events” like golf tournaments and galas are slipping. Even some of the biggest, most venerable efforts like the American Cancer Society’s Relay for Life (- 12%) and the Susan G. Komen Race/Walk for the Cure (-38%) recording distinctive funding drop-offs.

It is becoming clear that a nonprofit interested in sustained progress in mission fulfillment must invest some time and talent in determining ways to diversify their funding sources, and pursuing new pathways to finding the money needed for the future.

With the continuing trend of online Social Media related tools seemingly eating everything alive, it is not unexpected to find that various online tools are moving into the forefront of many organizations’ fundraising methodology. One idea that is being seriously considered and increasingly utilized by nonprofits is crowdfunding. It may be time to consider if this strategy is right for your organization.

In case you have been living in a digital “safe house” for the last few years, here is a short primer on crowdfunding.  In simplest terms, crowdfunding refers to the practice of soliciting, usually via the Internet, smaller donations from large numbers of people, as opposed to looking for “big hitters” who can write fat checks to support or invest in a venture. The principles are generally the same for any effort, and may seem deceptively simple. Have a good idea, determine what type of effort you will mount (examples include reward/premium based campaigns, equity projects, and charity efforts), tell a good story, get people to share the message online, and rake in the cash! Of course, it is far from that easy. Each of the steps just listed has its own challenges and putting them all together may not bring the hoped for results. Kickstarter (see below for more information) notes that about 12% of projects never raise a penny, and most of their successful efforts have brought in under $10,000 – usually by design. The company also notes that nearly 80% of their hosted projects raise more than 20% of their goal amounts.

These concerns aside, crowdfunding has been used successfully by artists, filmmakers, and entrepreneurs of all stripes. A few campaigns have been singularly successful. In 2012, the Pebble Watch attracted more than $10 million in donations, and an online game development company is currently continuing to attract crowdfunded investments which are reportedly in excess of $70 million as of last report.

It does appear that crowdfunding is becoming a well-established means of raising money, and because of this, it is important that nonprofit organizations consider this tool as one which might belong in their toolbox for now and the future. Before you jump in with both feet, here are some considerations.

Evaluate crowdfunding platforms

There are a variety of platforms available for nonprofits to consider using the “host” their fundraising event. The best known of these is probably Kickstarter, which has been the destination for over 80,000 campaigns and has helped raise over $1.6 billion dollars since its establishment in 2009. Other notable platforms include Fundable, Indiegogo, Fundrazr, and SeedInvest, and more platforms are appearing all of the time. Deciding which is right for your nonprofit may require you to do some investigative work, evaluating things like ease of use (for you and your donors), cost, visual appeal, integration with other Social Media platforms and so forth.

Learn the Tricks of Successful Crowdfunding

Telling a good story is crucial to successful crowdfunding, as you may only have one shot at convincing a viewer that your effort is worthy of their contribution. The visitor will want to know what your organization stands for, whether you are viable or not, what you intend to do with the money, and how you will assess and report your successes. Deciding whether, and what you might give out as a premium or reward in exchange for contributions can also be important. Some groups will offer giveaways like t-shirts or ball caps, or written acknowledgment of the contributor, while others rely on the “good feeling” approach that often accompanies charitable donations – the giving of the gift is reward in and of itself.

The biggest contributor to success is attracting eyeballs, since the more visitors to your crowdfunding site, the more likely it is that you will reap rewards. Most organizations will be well advised to insure that they already have an established Social Media plan and presence, including a Twitter account, Facebook page, and LinkedIn presence. Robust email campaigning is also valuable in attracting visitors and ultimately, donors.

If you have access to traditional local media, such as newspapers,  or radio and television outlets, use these as well to announce your fundraising efforts and provide the information consumers need to link to your crowdfunding site. The vast majority of fundraising for most nonprofits is still local despite the ubiquity and universality of the Internet.

Consider Using External Resources

A crowdfunding effort requires a certain level of investment of time, and some funding. One thing many organizations will need to consider is the available resources, particularly human capital, they currently dedicate to fundraising. If you choose to try crowdfunding, who is going to do the work and – more importantly – what will they NOT be doing because of the time commitment to the crowdfunding effort. It might be in a nonprofit’s best interests to outsource the work to a consulting organization rather than divert their in-house experts from other critical tasks.

Of course, nonprofits should stay alert to the seductiveness of fundraising fads. One-off ideas like the “ice bucket challenge” or the Livestrong rubber bracelets are fun and can even make some significant revenue, but these strategies – and crowdfunding may be one of them – do not result in a sustainable funding strategy – and sustainability is a very important part of any nonprofits strategic planning.

If you need to know more, please contact us at Innovaision, and we will be happy to talk to you about the “fitness” of crowdfunding for your nonprofit.

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Apr

02

Podcasts for Creative and Innovative Listeners

Strategy / Technology

Are you PodLearning yet? Podcasting is “trending hot” now, with literally thousands of choices available for you. If you aren’t in on this yet, it’s time to get savvy. Podcasts are most often audio, sometimes video files which can be downloaded and listened to or watched at your leisure. The ability to choose what you want to tune in to, to listen on your own schedule, and to pause and come back to later makes the podcast a very desirable alternative to commercial radio or television, and the low cost of producing a podcast allows most developers to offer them for free – sometimes with a brief “word from our sponsor(s) at the beginning. The options on your iTunes and related I”players” (I use and iPod nano myself), as well as the prevalence of a variety of podcatchers as apps or software for your laptop allows you to download multiple streams, listen to episodes in serial, and keep up to date via feed subscriptions.

People are listening to podcasts when they awaken and are getting ready to start their day, at the gym, jogging, and driving in their cars. My iPod plugs into my car radio (USB) and I use it so often I am probably going to discontinue my satellite radio subscription! It’s great for long trips or commutes in particular.

As you might expect, the majority of the most listened to podcasts fit into the general category of entertainment. One hot entry, Serial, about a murder and subsequent investigation, leaped to the top of the popularity list last fall. It was produced by staff from This American Life, the number two most often accessed podcast. Others include Radiolab, Freakonomics, and the humor/quiz show Wait, Wait, Don’t Tell Me!

Still, there are many podcasts that are not necessarily chart-toppers, but have solid following, and a lot of these are more educational, instructional, or (dare I say) cerebral. Several of them should be of particular interest to those who are looking to feed their creative side, or energize their innovative spirit. Here, in no particular order, are seven that you should look into. The links below will help you see what is available and decide if you would like to tune in, but to listen you may have to load the podcasts on your ITunes or your Podcatcher. Happy Listening!

Innovation Hub  From Public Radio International (PRI). The “thinkers, researchers, authors and visionaries who are crafting our future.”

The Accidental Creative  Generally featuring interviews with very creative people.

Innovation that Sticks  Particularly geared to those who are interested in how innovation and technology will affect healthcare.

Killer Innovations  Former HP executive Phil McKinney talks about developing prize winning products and technologies.

HBR Ideacast  From the Editors of Harvard Business Review, some of the best information about how business is being reinvented every day.

The Everyday Innovator  “Practices and Ideas for Product Managers, Developers, and Innovators”.

Stanford Entrepreneurial Thought Leaders Series  Produced every week throughout the academic year.

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Mar

16

Optimize Your Online Time

Strategy / Technology

There are numerous guides to organizing and systematizing your social media activity online. “How to Maintain a Killer Social Plan in Only Five Minutes a Day” might be a typical title. While I would not immediately swear to the validity of some of the claims these articles make – I think that it takes a wee bit more of an investment to carry out a legitimate strategy – I certainly agree that having a planned, structured way of going about your online business will save you time and insure a more comprehensive approach becomes routine.

What is not often mentioned in these tutorials, however, is the importance of maintaining your interface in a way that supports efficiency and allows you to make the best use of your time. There’s nothing worse than sitting down at the keyboard to get some serious work done and finding that your computer is working sluggishly, web connections are sluggish, and you are constantly waiting for something to load so that you can move on to the next step.

Here are a few tips which, if followed consistently, should help you make the most of the time you spend in front of your monitor. I’ll warn my Apple using friends that I am a complete MS/Android user, so you may need to adapt some of this advice to your system.

Check Your Connection

The speed of your internet connection may not always be what your service provider advertises it to be. A lot of factors can go into this, including cable integrity, hardware connections, use of home wi-fi networks, and so forth. However sometimes there may be problems at the provider end, and you won’t be getting the signal you expect. These problems can be resolved with a phone call (my provider will reset your connection from their office if you call and ask) of if extreme, a service call. One way to find out what your actual connection speed is at any time is to use Speedtest, a quick online program that will show you your “Ping” rate (basically, how quickly you are connecting to the Internet backbone), download and upload speeds. If you connection speeds are quite a bit different than what you expect them to be, call your provider for assistance.

Close Programs You Aren’t Using

It sounds simple and logical, but how often are you switching tasks between your web browser, email tool, word processor, and favorite online game? When you click out of one window into another, the programs you left behind don’t just stop running, they continue to operate in the background even though you have moved on. An easy way to check what’s running on your computer at any time is to open Windows Task Manager, which you can do with the CTL-ALT-DEL key shortcut combination or via you Control Panel. When you see how many programs are running (and using the tabs on Task Manager, you will also see the CPU and RAM usage) you may decide to start closing those programs instead of just minimizing the windows. It can work wonders for your machine’s performance!

Clear Browsing Data

Whenever you use a browser – Chrome, Firefox, Opera, Safari, Internet Explorer – it stores information for later access. Cookies, visiting history, and a variety of other information may be going into your browser’s memory cache, and the more information that accumulates, the slower your browser may respond. It is good to clear unnecessary information regularly, I recommend that it be the first thing you do each time you start your browser, particularly if you have been on some extended Web sessions. For a list of links to browser cleaning instruction sets, see this helpful collection from Indiana University.

Re-evaluate plug-ins and extensions

The availability of a wide variety of plugins and extensions for your web browser can truly optimize your online experience. I wouldn’t want to live without my Pocket and Evernote buttons (for short and long term savings of valuable web sites), and I have a few friends who would wear the “P” off of their Pinterest icon if it were physical and not virtual! However helpful they are, every extension or plug-in that you add to your web browser extracts a price in terms of performance. So, use plugins and add valuable extensions, but periodically (monthly at least) review what you have added on. If you aren’t using a feature any more – or rarely – uninstall it and reap the benefit of better performance.

Install updates

I know, Installing Windows Updates and Security Patches can be a real pain – it always takes longer than we think it should. There are some very good reasons why you should regularly update your system though, including protections against malicious people whose main function in life seems to be to find and exploit weaknesses in the operating system code. The frequent patches that are delivered to us are often a response to such attacks. Updates also address general fixes and bugs in the Windows OS, and deliver new features that are being developed all of the time.

If you do not often take your computer with you when you leave the house, you are probably safe to allow automatic updating, which will result in updates being downloaded and installed as they are made available. If you need to restart your computer to activate a change, you will be given the option to do so. You can also turn off automatic updating, which gives you more control but also creates a responsibility on your part to check for updates from time to time (weekly is good!) and install those  you want to activate. For more instructions, see the Windows help site.

Use Disk Cleanup

The Cleanup tool is already installed on your computer if you are using a Microsoft OS, now you just have to use it from time to time. It will find temporary files and others that are no longer in use, empty your recycle bin, and perform other services designed to reduce the clutter on your computer. Follow these simple instructions to use the Disk Cleanup utility, and perform this task once per week or more frequently.

Use an optimization program

In my experience, there is no better thing to do for your computer than to run an optimization program every week or so. I don’t like spending that much time “under the hood” so the convenience of a one stop solution is very appealing to me. The program I use, AdvancedSystemCare, even provides a little desktop icon that uses “smiley faces” to tip me off when it’s time to start a session. ASC – the free version – will give you basic protection from security threats, support system optimization, maximize your hard drive performance, and block most malware. The professional version, which costs (but not much) adds features like registry cleaning, privacy sweep, and even recommendation and completion of disk defragmentation if needed. ASC is not the only tool out there, but it’s a good one. Other choices include Norton Security, CCleaner, and System Mechanic.

These practical solutions to optimizing your computer’s performance, when combined with strategy, scheduling, and efficient Social Media practices, should insure that you make the most of your time online, and reap the greatest rewards!

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