Karl Craig-West

I regularly buy books from a company called Packt Publishing (www.packtpub.com) and last week I realised that I hadn't receive a book I'd ordered at the end of September.

So, I visited their website and filled in the contact form to let them know that I was missing a book.

I didn't receive a response within a day so I phoned them to find out what was going on. The guy on the phone was very understanding and apologetic and agreed to send out another copy since the first one must have got lost in transit.

However, The day after that I received an email from Packt and this is what it said:

Dear Karl,

Thank you for contacting Packtpub.com.

Firstly please let me apologize for the delay in delivering the book to you. Usually all postal shipments are delivered within 8-10 days. It appears that your order is lost in shipment. Our sincere apologizes for the inconvenience caused.

However you need not worry as I have placed the free replacement copy of the print book of Sugar CRM in your account. This book should be delivered to you soon.

Please let me know if you have any questions, I’ll be glad to answer.

Once again our sincere apologies for the trouble this has caused you.

With warm regards

For Packt Publishing

Verus Pereira
Sales Executive

Now, when things get lost in transit I can understand how frustrating that is for both sides of a purchase.

But the point I'd like to make is that Packt have, in my view, treated me very fairly and have apologised profusely for the situation - even though it probably wasn't their fault.

What I like most, though, was that email.

They didn't blame anybody or try to justify anything.

It made me feel like a valued customer because they apologised twice within the first few sentences, they told me exactly what should have happened, they told me what they were doing to fix the problem and what I can expect as a result, and then finished the email with another apology for the inconvenience.

So, to finish off, if you ever get into a problem situation with a client just think about how that email was structured and how you might be able to use it to make your customer feel as though they're important.

Well it took a bit of doing (3 messages and a threat to tell everyone on my email list about them) but I finally got telivo.com to capitulate and allow me to change a .com domain setting online, rather than having to write a letter.

The worst thing is that it saddens me to find that so many companies take such a lacklustre view of customer service standards.

Well I gave them a chance to respond and telivo.com have, thus far, ignored my last 2 attempts to contact them through their 'contact' page on their website.
They certainly don't make it easy.

Can you imagine what potential buyers would think if this was the kind of customer service responsiveness that you gave your customers?

So, if you run a business, here's my advice for the beginning of good customer service:

Make it easy for people to contact you!

So, as a compromise, I've written (for the third time) on their contact page asking if they would accept an emailed PDF file instead of a letter or fax.

I'm far from impressed, I'm not a satisfied customer and I'm not optimistic about getting a response.

I'm a big fan of free software (free anything in fact - all drinks offers accepted).

So I'm constantly on the look out for free stuff to include on my website.

If you visit http://www.craig-west.co.uk/free_business_software I've listed a few more free software titles.

Imagine my surprise when I wanted to transfer a domain from a registration company to my new hosting company and was informed by their website that I had to put the request in writing.

I have to admit that I nearly fell off my chair with incredulity. I mean, how on earth can a web company be taken seriously if they still insist on receiving paper?

So, what am I going to do about it?

Well, I've written a rather snotty note on their 'contact' page and I'm waiting now for a response.

If they still insist on paper, then I'm going to name and shame them for being a little backwards for a company that seems to pride itself on being so technologically advanced.

I'm a big fan of doing business online, largely because it makes the transaction process so much quicker and more cost-effective for both suppliers and customers.

So, over the last 18 months I've put myself through an intensive learning program to garner as much knowledge about online business and website marketing as I possibly could.

During that time I've built several (profitable) business websites (www.mlalogistics.co.uk, www.craig-west.co.uk, www.spreadbettingcommunity.com, www.vatexchange.co.uk) using the Drupal Content Management System and I've picked up a huge amount of skill in web marketing and selling online.

So, where does the '30 day challenge' fit into this?

Well, the 30 day challenge is a teaching program that guides you through the basic setup of a web business in a month. The aim is to help you earn your first $10 online during that time and to show you how to take the business forward for consistent and ongoing income.

If you're interested in taking part then visit http://www.ThirtyDayChallenge.com/challenge/42169 and sign up. It won't cost you anything and we could even work together to improve our chances of success.

A friend of mine, Nick Laight, publishes a great regular email on how to make money.
His latest gives an excellent real-life example of how businesses can easily improve their customer service.
I enjoyed the story so much that Nick has kindly given his permission for me to publish it here:

Dear Karl

You might recall I had problems with squatters a few weeks back.

Well, we have finally managed to get some tenants in BUT (yes, there's always a but), we discovered that the fridge didn't work and needed replacing.

Shouldn't be too much of a problem . . . you'd think.

We ordered through John Lewis as they had delivered the last one 5 years ago. Now as the house is old and the stairway narrow, the fridge had to be lowered down from street level
about 7 feet to the basement area. And then the old fridge removed in the same way.

So the John Lewis van arrives on the day of delivery and that's when thing start to go wrong:

"Sorry mate, we're not insured to do that. We can't take a fridge down there."

"What? But we explicitly told your customer service – they said you could!"

"No way, you're not going to get any company doing that."

"But you did it 5 years ago!"

"Ah, but the rules have changed since then."

So John Lewis take the fridge away. After much wrangling with the arrogant, rude and totally unhelpful dimwit at their customer service department, we cancel that one and go for Currys.

Now Curry's have even got a TV ad running at the moment that focuses exclusively on their exceptional next day no-fuss delivery. Surely, this will be a simple job for them.

The result? Same thing. Deny all knowledge of the delivery instructions. Refuse to even attempt to get it in. But as this was fast descending into a farce I told them to leave the fridge in the hallway.

So the upshot is I had to pay for a man (and his mate) and a van to do it for me.

Eighty quid on top of the cost of the fridge! And the farce doesn't end there . . .

Unfortunately due to some health and safety regulation the very nice removal men couldn't take the old one away. So, we have to ask the council to pick it up in 2 weeks and I will have to either pay for someone to lift it up to street level or go and do
it myself!

And here's the important point of this story . . .

If you want to be successful in any business – big or small – online or offline – whether you sell products or services – you are there to SOLVE PROBLEMS AND NOT CREATE
THEM!

My tenants were without a fridge. To solve the problem I had to buy another. So I went to John Lewis (and Currys) to find a solution. I went to their websites, found the appropriate make and model and ordered. I checked their terms and conditions to make sure they would deliver.

And what did I get? Another problem!

It took me even more time, hassle and money to solve. If either outfit had helped to solve my problem and take it off my hands as I had hoped, then I would have been happy with the transaction. I would most likely have used them again for major electrical purchases.

Will I now? Will I heck!

But I will be using the man and the van company. They helped me out of a spot with the squatters. They helped me sort out the fridge within 3 hours. And yes, I am bound to use them again if I have any delivery or moving problem.

So if you want to find customers then get into the problem solving mindset.

And there's never any shortage of problems to solve. Getting rid of them will instantly make our lives better for it – sore throats, flat tyres, dead batteries, lime scale, bad breath, and yes broken fridges.

There are also those problems that can be solved to fill holes in wants (the lack of a desirable item or state) whether it be a owning a Ferrari or a computer game – to be slimmer, more attractive, more successful with the opposite sex, find the best school for our children, make successful investments, even train a dog.

The want has to be satisfied.

There are also problems that arise from business processes – payment, delivery, customer service and refunds. All of these can be problematic if handled incorrectly. How can you make sure that your customers have a positive experience of these areas?

But what if you are working for someone else right now?

If you want to secure your job in these tough times, get a raise or even position yourself for a promotion, then make sure you are visibly solving problems in your business. There is nothing worse than an employee who burdens their manager with more
problems. But take if from me, if an employee identifies a problem and then comes up with various solutions, they raise their value significantly!

Righto. Rant over.

Nick Laight can be found through his excellent website: www.whatreallymakesmoney.com

...entries are now being accepted for the East Midlands Women of Worth Awards. The Awards, delivered by East Midlands Development Agency, celebrates inspirational business women who have achieved significant success. Designed to recognise the commitment and contribution made by business women to the East Midlands economy, the Awards will spotlight three outstanding business women in key business categories.

The three categories are as follows:

• Young Business of the Year (established post March 2007)
• Most Innovative Business
• Business Women of the Year

You can nominate yourself, a colleague, a friend or a client. We are ensuring that the entry process is kept simple and easy to complete.

The winners will be presented by Rachel Elnaugh, entrepreneur, writer, speaker and mentor, formerly of Dragons Den' and Red Letter Days at the East Midlands Women in Business Conference at Pride Park Stadium on the 5th March 2009.

Not only will the achievements of the individuals be acknowledged, but the business will gain credibility and well-deserved recognition. The Awards play an invaluable role in both recognising success and inspiring other women to venture into the field of business.

For further information, terms and conditions and to enter or to nominate please visit: www.kc-jones.co.uk/wow

Not a woman? Then nominate your colleague, friend, wife or associate!

Do not delay and leave it till the last minute! Entry Deadline: Monday 26th January 2009 at 4.00pm.

Free Stuff for Business

De-Mystifying OpenSource software

Most people have heard of OpenSource or free software, but how free is free? And, if it's free can it possibly be any good? Used to power some of the largest operations in the world (e.g. Canadian Gov't) used by some of the largest companies in the world (e.g. Ford, Nokia, The Body Shop) - OpenSource can be the route to IT freedom, there is also some neat free online resources to tap into.

In fact, I use Open Source software extensively every day in my business. Over the last 5 years I've saved well over £1,500 in software costs alone, for just a pc and a laptop.

So, join Business Link at one of the event dates listed below for a short presentation designed to give you an insight into just what you can have for free. You'll also get some practical examples of how it is used and focus on some applications that can really change your business on a practical (and financial) level.

The morning will start with a light breakfast, registration and networking at 8.30 am, and the presentation will begin at 9.00 am. It will end at 10.30 am with an opportunity to ask some questions and carry on networking with the experts, other delegates and talk with Business Link Advisers.

The event will introduce the following:

• What is free stuff, what is OpenSource stuff and what's the difference?
• Free stuff online
• Desktop stuff
• Free web application stuff
• What can you really do with free stuff?
• Licensing stuff
• Where can you get free stuff?
• Where can I get help when I've got free stuff?

Event dates: reserve your place today!

07 November 2008 Three Swans Hotel, Market Harborough"

24 November 2008 Highpoint Conference Centre, Leicester

Who should attend?
This event is aimed at business owners, managers or marketing professionals who want to know more about how using Open Source software can provide a competitive edge for their business. It is ideal for companies that want to look at an end to software lock-in, licensing and customisation costs.

For more information or to register your place, please contact the eBusiness Programme team on 0845 603 8370.

p.s. I'll be at the Market Harborough event if you'd like to ask me about using Open Source in business.

FSB Leicester City Networking.

An evening of informal networking with the Leicester City branch of the Federation of Small Businesses (FSB).

7pm on Thursday November 6th at the Holiday Inn Express, Raw Dykes Road, Leicester (next to Walkers Stadium).

It'll only cost you a tenner so come along (armed with plenty of business cards) and meet prospective suppliers and buyers.

Not only that but Keith Cooper, commercial photographer, will be sharing some insider tips on how to improve your company image and marketing through proper use of photography.

Click here to download a booking form.

Well, here it is - my newly designed and developed website. Leave a comment and let me know what you think.

Building the site wasn't too challenging. What took so long was working out how to import this year's entries into my blog into my new website. This involved exporting from Blogger into Wordpress and then into Drupal, which is the content management system (CMS) that this website is built with.

The CMS makes the management of the site much easier (and quicker) since the software builds the pages and the menu system automatically.

Well this post has little to do with business apart from the fact that many of my business colleagues have sponsored me.

Well www.spreadbettingcommunity.com is almost finished, in fact I have the site’s first proper member. I just need to add a intro to spread betting and finish the user guide and then it’s all about promotion. The traffic is steadily increasing and I’m adding two or three inbound links each week.

As those who read this blog regularly will know, I’ve done a fair bit of website development over the last year. My latest project is a website about spread betting and it's almost finished.

However, I'm regularly asked why I insist on using a full Content Management System (CMS) for even the smallest of websites. So here's my explanation.

Why use a content management system (CMS)?
It’s rare to find a business today that doesn’t want a dynamic and scaleable web presence, especially in light of the increase in multimedia digital content such as blogs, forums, podcasting, news feeds, audio and video. The only way to properly manage all of this is to use a modern CMS.

A content management system enables the easier management of websites and web content.

In short, it’s a database-driven software that sits behind a website that enables the site manager to quickly and easily update the website pages and structure (the content).

With a CMS, a page can be easily added. You simply copy (or type) in the text of the page that you’re adding, tell the CMS where you want the page in the site menu structure and then click on the submit button. The software automatically adds the page according to the settings you’ve specified, in the global design of the site.

Using the more traditional method a website manager (often an external supplier) would have to create the page, create the menu links (along with all the links to the page on the rest of the site) and then submit it to the website.

By doing all the technical work for you, a CMS reduces (and often eliminates) the need for a web programmer to manage website content. Long-term this reduces costs associated with website management and makes the process much quicker, since content goes live when submitted by the site manager.

What kind of CMS should you use?
There are many different CMS’s available today. The majority of the CMS software used on the internet at the moment is what’s known as ‘Open Source’.

An Open Source (OS) software is one that’s been developed by a community of developers around the world, using widely available technologies and is released as a free, fully licensed download. Any changes and improvements you make to the code behind the software are usually released back into the OS community.

The benefits with using OS software are that it’s free and there’s a huge and ready supply of support available through the OS community. The code behind the software is accessible to the developer and, therefore, highly flexible. Also, because of the size and availability of the OS community, it’s always possible to find someone to help, even if your website development provider goes bust.

Many website development companies write their own CMS according to the requirements of clients. The danger with this approach is that if the website company goes bust, the code behind the CMS will be hidden and it can be difficult and expensive to find support. Not only that but many web development companies licence their CMS and if you stop using them as a supplier they may take down the website and/or withdraw all support.

It’s also possible to buy a commercial CMS off the shelf. Again this means that the code will, most likely, remain hidden and most of the time the software will only be provided on a licence basis. Even worse is that many software manufacturers insist that you pay annual licence fees or charge you for upgrades.

So what’s the best CMS option?
Those that know me will likely know that I'm a big fan of open source software. I just don't like having to pay if I don't have to.

So, these days I use a CMS called Drupal. This is an open source CMS package available at www.drupal.org

However, it's not the only open source CMS available. WordPress and Joomla are also very popular.

However, I like Drupal because it’s very modular and highly flexible as well as being well supported by the huge Drupal community. It gives all the functionality I require as well as giving me opportunity to add functions as my (or my clients') requirements change.

So, if you've any questions about Drupal then by all means let me know.

I often get very frustrated by the fact that I’m good at coming up with ideas but I’ve had to realise that I just don’t have enough time to make them happen.
The good news is that my new website www.spreadbettingcommunity.com has been picked up by Google and has started attracting some traffic. Even better is that I’ve started to put together a team to develop the site and it’s content.