SIRIUS-XM BAD EMAIL!!!

If you follow my blog you know I am not ever a person who goes on rants, but this email I just got made me so mad I had to write about it.  Today I get a "Marketing" email from SIRIUS-XM with the subject line being "An Important Message from the CEO of Sirius-XM".  Now normally when you see something like this it is business news that is pretty substantial to the company, so I am interested.  

When it opens here is what I see:

My issue is that if you just glance at this email like I did the first time I looked at it, you would take from it that your rates are going up, to bad so sad.  But, if you read it carefully you will see that you do not have get a rate hike if you just tell them you want to stick with the service you have now.  

I am not sure if this was done intentionally or what!  But, I will tell you when I first looked at the email I was so mad that my bill was going up I started to write them a letter blasting them about raising my rate when they cannot even offer me my discount for multiple systems on both SIRIUS & XM because they are on 2 billing systems.

I wanted to show this to all my readers so you can see how your customers can view your email marketing programs.  If I would have gone on just my first reaction and not looked at the email again, I would have cancelled my service with SIRIUS-XM and told everyone I know to do the same.  So remember everyone, before you send out an email like this make sure to have an outsider take a look and get their instant reaction.  If the first reaction is anger, rewrite!

Operational Efficiency vs. Operational Quality

Many organizations have historically wanted to lean heavily toward Operational Efficiency to keep costs for supporting their customers to a minimum.  But, with the current economic climate and increased market competition, many businesses have begun to realize they must shift their focus over to Operational Quality to maintain and grow their customer base.

To make this type of change requires a complete shift in culture and business process in your call centers, which can be a long process to do without the assistance of a partner like The Connection.  By partnering with our team it will allow you access to an entirely new pool of agents who do not have a preconceived notion of how things have always been done.  It allows you the opportunity to start fresh and mold an entirely new group of support specialists for your customers that can be focused on Operational Quality!

So if you team is looking to make the change, please let me know so we can set-up a time to have you out to one of our centers and come up with a game plan to get your organization and The Connection working together to build an amazing support solution for your customers!

To Your Success & Prosperity,

Michael C. McMillan | Director of Sales

The Connection® Contact Center Services

11351 Rupp Drive, Burnsville, MN 55337

Direct Line: (952) 948-5476

Cell: (773) 301-2202

Fax: (952) 948-5498

Email: mike.mcmillan@the-connection.com 

Website: http://www.the-connection.com

Happy Halloween from The Connection Call Center Crew!!

Joke of The Day 10-28-2011

A young sales executive was working late at the office one evening, when he sees the Vice President of Global Sales from corporate headquarters standing in front of a shredder with a few sheets of paper in his hand.

"Listen," said the Vice President of Global Sales, "this is a very sensitive and important document here, and my temporary  assistant at your office has gone home for the night.  Can you handle this for me, without looking at it?"

"Certainly sir," said the young sales executive, eager to make a good first impression.

The young sales exec, turns on the paper shredder, inserts the document, and presses the start button.  In a few seconds the pages disappear into the "titanium jaws of death!"

When he returns to his desk, the young sales exec hears that all too familiar sound of a new email in his inbox.  At this time of night, he goes straight to it because it could be his wife who is expecting any day now.

"Why isn't that nice," he thinks to himself.  It's an email from the VP of Global Sales with "Thank-you, just one more thing..."  in the subject heading.   "Imagine that," the young sales exec thinks as his cursor moves over to open his email, "I didn't even know the VP of Global Sales knew my name!"  

The email opens and it reads.

"After the signed contract gets faxed through to legal, would you mind Fedexing the orignals to my assistant at headquarters?  Legal needs originals on any orders over $1,000,000.00.      I'll also need a photocopy of them for my records.       Thanks again.   You've been a great help at quarter end."

Moral of the story.   Whenever a superior asks you to do something, a professional salesperson always responds with a close ended "verification" question to ensure a complete understanding of the situation.

For example in this situation the young exec should have responded:

"I'd be glad to sir.  But just to make certain I completely understand, you would like this document completely shredded without me looking at it, correct?"  

Some might feel that "verification" questions are redundant.  Nothing could be further from the truth.   Remember that if you do not verify you would need to "assume".    And the "a-s-s" part of assume would be your own, getting kicked out of the company because of situations like these.   So remember....   in sales...   when dealing with a superior....   kick in with the ask now to prevent a kick in the "a-s-s" later.

Joke of The Day 10-18-2011

A salesman and saleswoman travelling through Europe, and having never met before, find themselves in the same sleeping carriage of a train.  After the initial embarrassment, they both manage to get to sleep; the saleswoman on the top bunk, the salesman on the lower.

In the middle of the night the saleswoman leans over and says, "I'm sorry to bother you but I'm awfully cold and I was wondering if you could possibly pass me another blanket?"

The salesman leans out from the bottom bunk and, with a giant glint in his eye, says, "I've got a better idea....  Let's pretend we're married!"

"Why not?" giggles the saleswoman.

"Great then!" says the salesman.  "Since we're married, you can get your own d-a-r-n blanket!"

Moral of the story.   And just where did you think this joke was going?   Get your mind out of the gutter already.  And back on sales where it should be!   As any sales professional knows.....   staying focused on the job at hand rather than letting your mind wander down the tracks of disrepute....   (you did it agian didn't you??)   is the key to success. 

Joke of The Day 10-17-2011

A salesman runs into the vet's office carrying his dog, screaming for help.  The vet rushes him back to an examination room and has the salesman put his dog down on the examination table.  The vet examines the still, limp body and after a few moments tells the salesman that his dog, regrettably is dead.

The salesman, clearly agitated and not willing to accept this, demands a second opinion.

The vet goes into the back room and comes out with a cat and puts the cat down next to the dog's body.  The cat sniffs the body, walks from head to tail poking and sniffing the dog's body and finally looks at the vet and meows.

The vet looks at the salesman and says, "I'm sorry but the cat thinks that your dog is dead too."  The salesman is still unwilling to accept that his dog is dead.

The vet brings in a big black labrador.  The lab sniffs the body, walks from head to tail, and finally looks at the vet and barks.

The vet looks at the salesman and says, "I'm sorry, but the lab thinks your dog is dead too."

The salesman, finally resigned to the diagnosis, thanks the vet and asks how much he owes.

The vet answers, "$650."

"$650 to tell me my dog is dead?" exclaimed the salesman.

"Well," the vet replied, "I would only have charged you $50 for my diagnosis but you insisted on the $300 cat scan and the $300 lab test."

Moral of the story.  For all those reps out there who are in a funk because it's Monday morning....   Cheer up!   The week is just getting started.  Your dog didn't die!   And you are already ahead the $650 some other schmuck just paid his vetinarian.  It's a great day!  ;-)

Joke of The Day 10-14-2011

There was an international sales convention in Paris.  During the lunch hour break 3 American salesmen find themselves in a fancy restaurant.  There is an historic, magical wish-granting mirror, rumoured to be once owned by Napoleon, standing in the corner.  But it only grants wishes if you tell the truth.  If you lie, you disappear.

The first American, a software salesperson for Microsoft, decides to give it a try.  He walks up to the mirror, stands before it and says,  "I work for the most innovative software firm in the world!"

"POOF!" he disappears.

The second American, a smartphone salesperson for RIM, working out of their New York office, decides he'll have a try.  He walks up to the mirror, stands before it and says,  "I work for the most reliable smartphone manufacturer and serivce provider in the world!"

"POOF!" he disappears.

The third American, a iPhone salesperson for Apple, decides he'll have a go at it.  He walks up to the mirror, stands before it and says, "I work..."

"POOF!" he disappears.

Moral of the story.  If you're a professional salesperson working a gig that's too good to be true, whatever you do....   DON"T TELL ANYONE ABOUT IT!   Because as soon as you do...   either the job or you will disappear!

Joke of The Day 10-13-2011

A salesman and his wfie are both getting ready to go to work in the morning.

Salesman:     Honey, you always carry my photo in your handbag to the office everyday.  Why?

Wife:      When there is a problem, no matter how impossible, I look at your picture and the problem disappears.

Salesman:     You see, how miraculous and powerful I am for you?

Wife:    Yes, I see your picture and say to myself, "What other problem can there be greater than this one?"

Moral of the Story.   Professional salespeople know that if they can find a way to solve their prospects' problems their prospects will turn into customers and continue to do business with them for years to come.

Joke of The Day 10-11-2011

A young professional saleswoman went on-line to find herself the perfect date.  She was tired of wasting her time with her girlfriends at clubs, at weekend resort getaways or at boring charity events where all the "Mr. Rights" supposedly hung out.

So after registering her qualifications, adjusted optimally to secure her someone worthy of course, she began to list the qualities she wanted in her mate for life.  She wanted someone who enjoyed water sports, ate mostly fish no beef,  liked company, favored formal attire and was very small.

The on-line dating's site computer program operated flawlessly.

It sent her a penguin.

Moral of the story.   As any true sales professional knows, there is only so much one can do from your desk with a database and a web browser.   (Remember, it doesn't take much to have a great looking web-page.)  If you want to be successful in sales you need to get out in your territory and meet people face to face.  That's the only way to make a real long-lasting connection and properly ascertain what's really going on out there.

Joke of The Day 10-10-2011

A German, a Russian and an American salesman are traveling in the Amazon to open up a new territory for their respective firms.  They get captured by a jungle tribe native to the region.

The head of the tribe says to the German, "What do you want on your back for your whipping?"

The German responds.  "I will take oil!"

So the Amazons put oil on his back and a large Amazon whips him ten times.   When he is finished the German has these huge welts on his back, and he can barely move.  The Amazons haul the German away.

The head of the tribe says to the Russian, "What do you want on your back for your whipping?"

The Russian responds.  "I will take mud!"

So the Amazons put mud on his back and a large Amazon whips him ten times.   When he is finished the Russian has these huge welts on his back, but he had taken his ten lashing without a flinch.  The Amazons begin to haul the Russian  away.

The head of the tribe says to the American, "What do you want on your back for your whipping?"

The American responds.  "I will take the Russian!"

Moral of the story.   Always be prepared to think outside of the box.  Doing so will allow you to often beat your competition and might even save your own skin someday!

What To Do Before The Move?

So the move to Minneapolis is now 100% official. The mover is booked to come February 22nd to pick up everything here in Chicago, and deliver it to our new apartment in St. Anthony, MN on the February 25th. Though I am kind of sad to leave my sweet home Chicago, I am also excited at the chance to get a fresh start in a new city.

But, before I am looking for ideas on those must do things here in Chicago. So please comment with your ideas and I will create a list of them and post updates as Steph and I accomplish them.

I am looking for everything from the best places to eat, to tourist stuff that you always forget about when you live here. During February Steph and I will work on accomplishing as many as possible before we leave. So start commenting everyone and let Steph and I know what you think we should do before we leave!!!!

What companies keep their customer call centers overseas?

So I was posed the question, "What companies keep their customer call centers overseas?" on Quora yesterday. You will find my response to this question below. Today I was reading my response again and thought how interesting it would be to hear other business owners take on off-shoring/near-shoring vs. on-shoring. It is a debate that is talked about all the time, but instead take the stance as a businessperson who is faced with this hard decision. Here are the 2 questions I am looking for you to answer.

How do I quantify keeping my call center services onshore?

How do I quantify taking my call center services offshore or near-shore?

When I get everyone’s response I will follow up the post with a summary of what I received. I am so excited to see the responses.

My Response to The Question on Quora:

http://www.quora.com/What-companies-keep-their-customer-call-centers-overseas

The list of companies who are overseas or nearshore is pretty vast. Typically you will find that the companies who go offshore are consumer based organizations as they typically have the highest volume of calls to support. Also customer service and technical support is looked as a loss center, and most organizations look to limit loss as much as possible.

Now over the last 3 - 4 years this mentality has be gone to change with the birth of companies like Zappos who view their Customer Service call center as they're only means of advertisement and customer attraction. This unique view has made many companies begin to re-evaluate their current support solutions and in many cases come back to US based operations.

Personally I feel that offshore centers do serve a valid purpose for specific vertical markets segments that require HUGE volume support with little to no direct line communication. (i.e. - Web Chat & Email Support) But, when the support requires phone support or the chance for follow up communication from those emails or web chats, then onshore support is the way to go no matter the additional costs.

Really at the end of the day it all depends on the organizations business model and view of their customer service and technical support solution. If they take the traditional view of it as a cost center, then offshore it goes. But, if they take a new age view of their CS and Tech support being a means for customer attraction and repeat business, then there is a good chance it will be supported in the local country of it's consumers.

To Your Success & Prosperity,


Michael C. McMillan | Director of Sales
The Connection® Contact Center Services
11351 Rupp Drive, Burnsville, MN 55337
Main Line: (952) 948-5488
Direct: (952) 948-5476
Fax: (952) 948-5498
Email: mike.mcmillan@the-connection.com
Website: http://www.the-connection.com

What Is Your Standard Work Day?

Okay so I will admit it, I am one of those people who listen in on others conversations when I am out. I mean why not? If they are out in public I figure it is open season for my ears. LOL!

So today I overheard a girl telling her boyfriend how upset she was that her boss asked her to work a couple extra hours to finish a project. She continued on explaining what she was doing, and then I heard something that almost made me comment.

So before I quote let me set the scene for you. Starbucks 7am’ish in Chicago an early 20’s maybe late teen couple sit in the big leather chairs with the coffee and macs talking about the girls work woes. As she explains to her boyfriend about the sales presentation work she is doing she says, “can you believe that my boss made me work a 11 hour work day to finish that stupid presentation!” “I told him right there that this was crazy and that I would never do it again!” “I mean who would ever work that many hours in a day?” “8 hours is what I am scheduled for, and that is what I work no matter what!”

I have not been able to shake what that girl said all morning and just had to share it with others. In addition, I was curious to see how many others think as this girl does about 8 hours, is 8 hours?

For me my workday never really ends. I will jump up in the middle of the night if my cell were to ring, just incase it is a client or prospect that needs me. I mean I even had my cell (on vibrate) in my tux coat at my wedding ceremony and more than likely would not have hesitated to answer it. On average I would say I work a 10 – 12 hour workday, and many times even put in quite a few hours on the weekends. For me it is not because I believe my boss requires me to do this, it is because I want to be the best I can be at what I do. I just cannot for the life of me understand why a person in a sales support role would feel like this girl does!!

I am a firm believer in the old motto that the way you work defines you as a man/woman. Over the last few years I worry about the youth and even my generation forgetting this motto. This motto is why we have the Steve Jobs, Bill Gates, and Sr. Richard Branson’s in the world. If my generation and the ones following do not begin to understand this soon, I fear for the future of this great nation that we are about to lead.

They need to understand the government is not our parents! They are not responsible to see that you are clothed and sheltered. They are here simply to provide you the freedom and protection for you to do what you want to do to make an honest buck and spend it like you want. THAT’S IT!

We just all have to know and embrace that the world is not fair, nor should it be. If you want to make money, you need to work HARD for it. Like everyone’s grandfather said, “all that is guaranteed in life is death and taxes.”

So get out there, stop complaining, and get to work! That is all it will take to get our nation back on track.