Roll Out the Presses!
Today we launched our latest press release in a completely different manner than usual. Normally we would send our press release to PRWeb and have it show up online 2 days later with very good success. This time however we decided to go another route and use one of the two major press release companies, PR Newswire.
PR Newswire is very different than PRWeb. Firstly, it costs a lot more! To begin with there is a $125/year membership fee. Then for a targetted US1 Financial Services release it costs $645/release. After that they offer several highly focused lists that journalists directly ask to receive. These generally start around $200 and go up from there. For those of you who aren’t familiar with PRWeb.com, a decent press release there starts at $30 and goes up. However you generally don’t spend more than $100.
Another difference between the two is that PRWeb is mainly focused with online media whereas PR Newswire is an older company (50 years) and is more focused on mainstream media. Because of this, I’m hoping that this will give us a larger push offline, to other news outlets.
There are other differences, which I won’t go into details right now, but needless to say I believe PR Newswire is worth a try.
We just launched the release a few minutes ago so hopefully it will prove worthwhile. I’ll post an update in the next few days on our success or failure with this new press release service.
You can find it here.
Please let me know if you see anything about this press release anywhere (other than an automated feed).
Updated sightings so far:
Further update:
It appears as though the press release was also sighted on 7 other news channels accross the United-States so far.
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The Good and Bad of Using VOIP for Customer Service
As many have you noticed this week we opened up our phone lines to accept customer service (support) and sales calls. We’ve been using a commercial VOIP system/plan (Vonage.com) for our phone systems for several years now so it’s just natural that we use this for our customer service needs. VOIP is very different from a normal phone system, which can lead to some great benefits as well as some disadvantages. We’ve now just experienced both!
VOIP Advantages
Unlimited long distance calls accross North America. One flat monthly rate. This is great for any business, especially one that needs to make long distance calls.
Voicemail can be sent to an email address which can then go directly into a customer service application. This is really great because it really helps to establish the priority order in which we answer customer requests are answered (first come first serve no matter through which medium, email has the same priority as a phone call).
Enabling the voicemails to come through as a support requests in our customer service system also quickly and easily gives us metrics on how many calls we’re getting, how fast we’re answering them, etc.
VOIP Disadvantages
Unlike the phone system, if your internet connection goes down, so do your phone lines. Normally this isn’t a big issue because you need power to answer most support requests (a running computer), however today we had a power outage that lasted several hours (due to some severe weather the night before). During this time, because we had no internet (no power no internet), our support lines were also completely down! There was no way for any of our customers to reach us during this time. Tomorow we’ll be playing catchup.
Although rare, sometimes the internet connection can lag, at which time a call can get a little choppy. To prevent this we have a high speed internet connection and use Vonage which has a reputation for having a very clear signal. Normally it’s not an issue, but it has happened on the odd occassion to have a bad phone connection.
Overall, the advantages of using VOIP far outweigh the disadvantages, especially considering the price difference. Actually, I think this is probably the only way we can make it possible for LandlordMax to offer free phone support!
All in all I’d recommend VOIP if you’re a company.
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LandlordMax Phone Lines Are Open!
I’ve decided to finally take the plunge with my company LandlordMax Property Management Software and try a test run of having our phone lines open for free support and sales calls for 1-2 months. Our main 2-3 competitors charge between $100-$350/hour for phone support, but I just don’t believe this is fair in any way. Although I say this, I can also appreciate their position. Being in a niche like property management software / landlord software does make offering phone support somewhat more costly because you just don’t get the same amount of traffic as say Microsoft (or any other software product consumed by the mass public). The only difference is that you do get the same development costs, it takes just as much effort to add in the ability to store pictures, or to sort table columns, in one software as any other. The downside is that the larger more mainstream products also get a lot more customers and therefore make it much easier to amortize their costs because of economies of scale. Not that I’m complaining, that’s business. And I should also mention that there benefits to being in a smaller niche market such as having less competition, a more highly targeted demographic, etc.
In any case, we’re going to do a trial run of offering free phone support for at least for 1-2 months to see how it affects LandlordMax sales. If we see a positive return, then we’ll keep them open. If we don’t, then we won’t (not that we might not try it again another time). My guess is that it will increase our bottom line and be worthwhile, hence why I’m willing to give it a try. I believe it enough that I’m willing to risk the cost of having the phone lines open to test if this is a viable option for 1-2 months . So let’s see!
And since I know a lot of you who read this blog (FollowSteph.com) are fellow entrepreneurs, I’ll make sure to put up a post when the trial is done about it’s success or failure. Hopefully my lessons learned in the next 1-2 months can also be applied to your businesses.
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LandlordMax Traffic Doubled in 2 Days!
Since I know there are many entrepreneurs also reading FollowSteph.com, I plan on posting a more detailed article in the next few days on why we released a free real estate property analyzer on the LandlordMax website. However in the meantime I’ll just share a quick tidbit of information.
Since the launch date of the real estate analyzer, we’ve already seen the traffic to LandlordMax more than double! This is great since we haven’t yet done the press release (its scheduled for next week). This traffic is coming strictly from word of mouth and other blogs posting about it. Therefore so far it’s been a good success.
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4 Simple Steps to Protect Your Data From 99.9999% of all Computer Failures.
We all know it’s important to backup our computer data but rarely do we actually do it. Well let me tell you from personal experience from this weekend, hard drive failures do happen! And was I ever glad that my backups were almost completely up to date. I lost a little bit of information (about 1-2 days worth of work), which is considered very good for a catastropic computer failure.
What happened is that over the weekend my most important drive, the one containing all my data files (I dedicated one hard drive only for data to simplify the backup process) started acting up. At first it started to do some random clicking sounds. It didn’t sound too good, but ok, there was nothing I could really do about it. Then suddenly the drive disappeared from “My Computer”. Not good! Then on reboot it came back. Ok… At this point I decided to double-check all of my backups. Almost everything had been backed up to about 1-2 weeks ago. Not too bad, but I decided to manually run a backup just in case. Lo and behold, last night my critical hard drive completely crashed for good! 250GB of data could have been completely lost had I not been proactive!
Which brings us to today’s posting. Having gone through the experience of a computer failure for the umpteenth time, I’m now getting pretty good on how to protect myself and get back up and running quickly. So without further ado, here are the 4 steps you need to do to protect yourself from computer failures.
1. Create a disk image of your C: drive. Nobody wants to go through the process of re-installing Windows/Linux/Mac OS again, updating the OS with all the latest security patches, re-installing all the software, etc. This can easily cost you many days of wasted time. Luckily for us there are software packages to create disk images of your hard drives.
For those of you who don’t know what a disk image is, it’s basically a complete copy of your hard drive in it’s exact state. This way, if for some reason your computer crashes (for example because of a virus) and you need to do a complete re-install, you can just “restore” your last disk image in a matter of minutes and you’re ready to go. No need to re-install everything, it’s an exact duplicate of your hard drive (hence the name disk image).
Now, as I was saying, there are software packages to do this. The two main competitors are Norton Ghost and Acronis True Image. I used to personally use Norton Ghost but I’ve changed since the last version update (version 10). I’ve found that it really slowed down my computer and it would hog up a lot of unnecessary resources. I now use Acronis True Image. If you’re interested in comparing the two, here’s a really great head to head review of Acronis Versus Ghost.
2. Create backups of specific folders and data files. Why not just use a disk image? You can, it’s just that I also like to make specific backups, I’m a little on the paranoid side from experience. For example, if you only have a disk image, what happens if that file is corrupt (although unlikely it can happen)? By backing up specific folders, I spread the risk. My best example is with my pictures. I take a lot of digital pictures, and I mean a lot. So what I do is create a disk image of the hard drive and I create a backup for each month. This way should something catastrophic happen to one my backups, I won’t lose everything since it’s isolated to that backup (I’d only lose the pictures for that month rather than all of my pictures). I also do this with all extremely important data, such as my LandlordMax and FollowSteph files and folders. I’d rather lose a part than the whole. For this I use a software called Genie-Soft Backup. It’s the best software package I found and it encrypts all of my backups on the fly.
3. Use an external backup hard drive. I strongly recommend buying an extra external hard drive to only use for backups (you don’t want it on all the time, this negates its purpose). Again, this hard drive is only to be used to periodically backup all your important data. This way, should you have a failure (hardware or software), you’re sure to have a local backup. In the old days, I would use CD’s, and even DVD’s, but the amount of data that needs to be backed up now just makes this impractical. I would need in the order of 2-3 dozen DVD’s and 100’s of CD’s to backup my data. This would take a lot amount of time and the number of points of failure substantially increase. It’s just not practical anymore. If you consider that the price of a backup external hard drive can be had for as little as $100, it’s just not worth using CD’s and DVD’s for backup anymore.
The other benefit of an external hard drive is that should something happen, you can quickly restore your data. Try restoring everything from CD or DVD. I hope you have a lot of patience. With an external hard drive, the data transfer can be done relatively quickly.
4. Remotely backup all your data. I can’t say this enough, backup your data to an external source outside of your home or business. It’s critical! This is your last defense. This protects your data from your property burning down (for the same reason you buy fire insurance, in the unlikely event?). This protects you from flooding and a number of natural disasters. How many times have we heard “I’ve seen it happen to others, but I never imagined it would happen to me”. Not only that, should your computer have a horrible malfunction, say a power surge, then you’ll be protected from this as well. This also protects you from the odd time that you’re external hard drive will also fail. Make no mistakes about it, the external hard drive is a hard drive, so it too will eventually fail (it should fail very very rarely as you should only be using it for backups).
Fortunately services that offer remote backups aren’t too expensive. Often the costs of losing the data far outweigh the cost of preventing the loss. What would happen if you lost all your digital pictures? I know I now have about 5 years worth of pictures. I can’t imagine losing all my kids pictures! Think of all the people affected by hurricane Katrina. Only those who use a remote backup service were probably able to save their pictures and data. What about my company LandlordMax? Can you imagine if a company has no remote backup of their data? I could easily see a company going bankrupt over it. The data is often many many times more valuable than the cost of the hardware on which it’s stored.
For this we currently use BQ Internet which charges which charges $20/100GB of space. We picked them because the price was good and this is their sole business. I have to admit we’ve had some network issues where the connection would get slow (or we’d entirely lose the connection) in the wee hours of the morning when everyone else is also backing up their data. But other than that it’s been good so far for us (we just now backup our data at an alternative time). The other service we looked at is Gnax.net Backup Service, which charges $0.50/GB a month. They seem to be a higher end service and the reviews look good. Either way, both are good options depending on your needs.
All in all, doing these 4 simple steps will protect you from 99.9999% of all computer failures. The odds of having all 4 steps fail at the very same time are extremely low. If I had to increase the odds even more, I could only suggest adding other alternative remote backup services. Other than that, the odds that your computer fails, your backups are corrupt, your external hard drive fails, and the remote service fails, all at the same time, are extremely low.
Backups are a necessity. I was again reminded this weekend of this by having my most critical hard drive fail on me. It can and will happen. Am I ever glad I followed these steps!!!
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Google Page Rank Update is in Progress
Looks like Google might be in the middle of a new Page Rank update, which is very important for those of you concerned with SEO (Search Engine Optimization). These updates usually happen every 2-3 months and can greatly affect how a site is viewed by the search engines, especially Google. For details on what Page Rank is and how it can affect you, Darren Rowse of Problogger.net has written a very good Google Page Rank introductory article.
Although it can take several days for the Google Page Rank update to fully propagate, there are some online tools that might be able to give you an advance idea of your site’s Page Rank. This particular one will hit many different Google servers at once in the hopes that some of the servers have already been updated. If you see discrepencies between the results, this means your site’s Page Rank has been changed but that change has not fully propagated through all the Google servers.
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Google Checkout
Some VERY VERY interesting news from Google today. They just announced that today they will be releasing Google Checkout as a new online payment service, very similar to Paypal. However it comes with some huge twists!
To quote the article:
“Google will waive some or all of the transaction fees for companies that buy advertising from it.”
In more detail:
“For every $1 a company spends on search advertising, Google will waive the fees on $10 worth of purchases. Factoring in the 2 percent fee, that represents a rebate of at least 20 percent of advertising spending.”
To help with Google Checkout get higher sales conversions Google will:
“Advertisements on Google.com from companies that accept Google Checkout will display a small image of a shopping cart. Clicking on the ad will take customers to the advertiser’s Web site, as it does now. When customers decide to buy something, they will be offered the option to sign into Google Checkout and use the credit card and address information on file there. Customers that do not have accounts with Google will be encouraged to set them up.”
Considering the amount of money we spend at LandlordMax on advertising with Google Adwords each month, it definitely makes me think of what can and probably will happen. If I ever saw an incentive to use a product or service, this sure is one!
However before we jump on the Google Checkout bandwagon at LandlordMax, we’ll wait a little bit for things to settle down. When Google offered free analytics (which was done by buying a company that charged $500/month for the same package a year earlier), the demand was so great that they had problems with their servers and the metrics were many days late updating in the best of cases.
Anyways, it looks like Google’s jump into another market space is not going to be subtle. It’s going to be very interesting to see how it plays out.
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Interview with John Lusk (The Mouse Driver Chronicles)
Several weeks ago I posted an entry about the book “The Mouse Driver Chronicles” which I’d read and really enjoyed. Since then I’ve been in contact with the authors of the book, in particular John Lusk. In one of our last email exchanges I asked him if he would be interested in an email interview and he accepted my offer. But before I get to the interview, let me give you a brief introduction about John, especially for those of you who aren’t yet familiar with the book.
The book “The Mouse Driver Chronicles” is the story of John Lusk and Kyle Harrison, both graduates from the Wharton school of business, who decided to start their own bootstrap company at the very height of the dot com mania. At the time, to their fellow graduates, this seemed very odd (remember this was at the height of the dot com era). They skipped out on some very lucrative offers to start their company Mouse Driver, a company whose sole product was a computer mouse in the shape of a golf club driver. The book is their story of coming up with the idea, creating the product, manufacturing it, marketing and selling it, and all the possible road bumps they encountered on the way of which there were many! This story even became reading material for some college business classes. I personally enjoyed their story very much and I’d recommend it to everyone.
Now that you have an idea of who John is, although trust me when I say that a paragraph doesn’t do justice to reading the book, here are interview questions I sent him and his replies to them:
Hi John. I’ve been thinking about which questions to ask you and of course the most obvious is what’s happened since the book was published? How is company growing? Is there a Mouse Driver 2 product in the works? What’s happened to the two of you?
We sold the company to a large gift distributor on the East Coast in late 2003. Our exit strategy was always to sell the assets of the company and that’s what we did. Before we sold, we put together a few MD II prototypes that were a bit more ergonomic, utilized USB vs. PS2 and had a more sleeker design. At the time of sale, we turned over these prototypes to the acquiring company.
How has the book “The Mouse Driver Chronicles” impacted your lives and your company?
The book as been a very positive impact on our lives. Not only can we say that we’ve written a book, but our story continues to inspire, motivate and educate people all over the world. It’s been published in Korea, Taiwan, China and the UK and is required reading in over 100 universities/MBA programs in the US. We receive emails weekly from people who have been impacted by the book and just knowing that we’re helping others b/c of our story is just phenomenal.
Having read the book and the Insider Newsletters I found there was a lot of great information about succeeding and starting a business. If you had to give one piece of advice for someone going through it, what’s the one piece of advice you would give them?
You’ve got to believe in yourself and your company. As soon as you start having doubts, it’s time to get out.
Seeing you had a lot of difficulty early on in getting a mentor, what advice can you now give people in this regard?
Get a mentor or an advisor!! Do whatever it takes to find at least one person who can help you through some of the decision making. We never brought an official mentor on board and we paid for it.
From your book I gathered that you highly valued social networking. It seems to have been a substantial factor in your success. What advice can you give entrepreneurs in this respect?
I think that networking in general is always a good thing…but you’ve got to have a purpose in terms of why you’re networking and who you’re networking with. My biggest advice is to make sure that you make in networking ‘meeting’ beneficial for both parties. Put yourself in a position where you can also help the person that you’re networking with.
You mentioned to me in a prior email that you were planning on starting up the Insider Newsletter again, is this for certain? I know I enjoyed reading them, as I’m sure many of my readers here too did, which leads me to ask you when do you think the next one will sent out?
I’m still planning on it, but it needs to be the right time and moment. Right now, at Microsoft, what I’m doing from a work perspective wouldn’t make for very exciting reading (smile).
I noticed in the book you were fans of Guy Kawasaki (which I am too). Other than his online blog, what other online resources would you suggest your fellow entrepreneurs look to for getting information and advice (other than the Insider Newsletter of course) on running their businesses, marketing, sales, etc.?
We utilized Inc.com for a bunch of our stuff and marketingprofs.com to help marketing creativity
What do you believe the future hold in store for you? Do you still see MouseDriver as just a stepping stone or has it grown to more than that?
MouseDriver as a company is pretty much done. The book continues to do well but overall, the entire experience was just a stepping stone. Both Kyle and I are taking reprieves and work at Google and Microsoft respectively. We’re both that the skillsets and experiences that we’re gaining will help with whatever career move we make next.
I’d like to say that I thoroughly enjoyed reading your book “The Mouse Driver Chronicles“. Is there any chance that we’ll see a second “The Mouse Driver Chronicles 2” book?
🙂 I plan on writing another book….just need to figure out what it’s going to be about!
Thank you John for taking the time to answer all of my questions, it’s very appreciated. I wish you and Kyle the best success in the future and many other successful endeavours. And please let me know when you publish another book, I’ll be very interested in reading it!
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HelpSpot Versus FogBugz
Although the title of this entry is HelpSpot Versus FogBugz, I really don’t think it’s exactly appropriate even though almost everyone seems to want to compare the two head to head (and I have to admit I was somewhat guilty of this last year too). Even Ian, the creator of HelpSpot, goes so far as to say that HelpSpot and FogBugz are 80% similar. I’m going to disagree with him and say the reverse, that they’re only about 20% similar. My company LandlordMax currently uses both of these systems and they’re both great, they both help us tremendously. I can’t imagine being without either.
Now the first thing you should notice is that I said we’re both using them simultaneously. How’s that possible if they’re competing products? The truth is that they do have some overlapping features, there’s no doubt about it, but their core competencies are very different. HelpSpot‘s core competency is customer service. This includes support (email and online form), customer facing (presentation), user manuals, forums, etc. FogBugz is mainly about bug tracking and project management (which in themselves are huge). The overlap is because FogBugz also includes as part of their package a customer service system, and this is where the confusion begins.
When we initially were trying to decide, we went with FogBugz for the simple reason that we got a customer service system with a bug tracking and project management system. We basically were able to get a lot of bang for a lot less buck. FogBugz does a great job of project management and bug tracking. It lets you create multiple projects, move cases between projects, set priorities, estimate times, capture screenshots and create new cases directly in the system, link your cases to your version control, create release notes from the cases, link the cases internally, etc. This is all great! it’s saved us a tremendous amount of time and really helped streamline our development process. The only thing I’d like see is more reports, right now this is very basic or you can purchase a third party software such as Case Detective and DBxtra for FogBugz.
Initially for customer service we also used FogBugz through email. That is as it received emails it would then classify them as new cases within the Inbox (which is basically the same as creating a new case for project called “Inbox”). From here you can treat it as another project case, with the added ability to respond to it (i.e. email the customer).
This worked for us for a while. In the last month or so we started to notice that several of our customers weren’t receiving their reply emails. The issue was because some of the larger email services started to classify some of our emails as spam (probably because they contained terms like mortgage, real estate, etc. – remember our domain is property management software) and move them to their junk folders, at which points many people simply didn’t see them there. I can understand this, it’s the reality of emailing and spam. However understanding and dealing with it were two seperate issues. In our case, it ended up with me sending them a personal email from this domain (FollowSteph.com) explaning what was happening. After several of these, we decided we needed to take more proactive actions.
Initially we looked at FogBugz to help resolve this as it had served us well in the past. However after some emails with the FogBugz support staff and a lot of digging, we found that FogBugz was limited in two respects for us. The first was that if we were to put an online form, FogBugz only has the option of sending an email with the link to the response page. It’s not possible to immediately forward the user to the response webpage (so that they can bookmark it and return to it later should the email get wrongly filtered). Secondly, we quickly found out that FogBugz was not designed to be customer facing. As soon as we started to try to change the look and feel of the system it got very difficult. There are a lot of files to modify with a lot of code and it he presentation logic appears intertwined with the backend logic. For example, a lot of the code goes through a default.php file which is very large file.
All things considered, I can completely understand why FogBugz never really took the time to design their system for customer facing. Remember their core competency is bug tracking and project management, both internal functions. Customer service is mainly done through email, which you can see if you deal with FogBugz themselves. They do provide the functionality but I personally wouldn’t present the interface as it is to the client, even assuming that the layout looked the same as your website, because it’s a fairly advanced user interface.
This brings us to HelpSpot. We re-evaluated HelpSpot and we noticed it did this and much more in regards to customer service. It’s core competency is customer service. Ian, the founder, even mentions that HelpSpot can forced to be a bug tracking system, but it’s really not meant for that. HelpSpot is a customer service system. It provides all the functionality for email support (for example you can have part of the request be private whereas in FogBugz everything is public). It provides enhanced request support, reporting, etc. It also has an easy to use method of tracking tickets online, so that if the customer’s email is filtered as spam and therefore missed, they can just go back to the response web page (with a bookmark) to see if their request has been answered. HelpSpot also offers automation rules on just about anything, which is very handy for customer service (for example we have it that tickets that have no activity from either us or our customers for at least 7 days get automatically closed).
HelpSpot also really shines when it comes to customer facing. Because it’s core competency is customer service, it’s expected that many of HelpSpot’s customers will want their support system to be accessed directly online by the public, so this has been built into the design. HelpSpot calls it “Portal” functionality, which in essence means that they’ve built the ability to template it. What’s great about this is that it’s really easy (I did the customization of HelpSpot for LandlordMax myself) to change the look and feel in minutes. All the files are located in folder called “custom-templates” and there are about a dozen. As far as I remember, almost all of the files are down to one page and self-explanatory, containing only the presentation logic. They aren’t litered with all kinds of business logic. So for example, if you decide you want to move the search form to the top of the page, all you need to do is copy/paste a line to the location you need. If you want to “skin” the website, there is one header, footer, and navigation files which you can edit. The beauty is that you don’t really need to understand the backend or worry about moving around the code, it just works.
The other part where HelpSpot shines is the “Knowledge Books“. This might not seem like such a big feature at first, but once we integrated the LandlordMax User Manual into it, the whole user manual was searchable. Not only that, we’re also in the process of adding our FAQ (Frequetly Asked Questions) and it will search through both documents showing all the results. This is very handy since a lot of our customers often ask similar questions. For example some of the most common pre-sales questions are: How many units can the software handle? Do I receive any upgrades with my purchase? Both are answered on the first page but not directly (for example “No need to worry about getting the latest version. You get every release for 1 year”). In either case, since people ask us these questions, it means that we’re not answering them clearly enough (we’re continually working on this). The good news though is that if you go to the “Get Support” page, you will be able to enter in the search field (coming this week) “How many units can the software handle?” and one of the first search results you’ll see is “FAQ ~ How Many Units Can I Enter?” (as well as several references to other similar topics).
As for discussion forums it appears that HelpSpot is more advanced, but I can’t say for certain as I haven’t used it. I have used the FogBugz discussion forum in the past for FollowSteph.com, at least until I converted it over to WordPress, and it worked as expected. It’s a very easy and simple discussion forum. I have no complaints, it did what I needed it to do.
As you’ve probably noticed from this entry, I’ve talked a bit more about HelpSpot, and that’s because I’m trying to write a HelpSpot Versus FogBugz entry, which means I need to focus on the similarities. Overall, where they overlap, HelpSpot seems to be ahead. That being said, do remember that FogBugz’s core competency is not on the aspects that they overlap. HelpSpot is about customer service and FogBugz is about project management and bug tracking.
At the end of the day, my recommendation is this. If you need a project management system and bug tracking system use FogBugz. If you need a customer service system, use HelpSpot. In retrospect, I believe we made a mistake in our initial decision of just purchasing FogBugz, we should have purchased both systems initially rather than to try and save a few dollars. We would have been much further ahead as we needed both. So plain and simple, use each system for what they are meant to be used for. We use them both because we need both functionality and prefer to have better tools. It might be a little more expensive than just using one, but the difference in functionality and how much they can help you is definitely worth it!
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Mouse Driver Chronicles
If you want to read a really good book on the entrepreneurial experience of a startup, I strongly recommend reading The Mouse Driver Chronicles. I recently picked up a copy at a local bookstore and I have to say I was impressed by what I read. A lot of the lessons and experiences they went through might seem like common sense, but as the authors put it, at the time it might not always seem so.
This book is the story of two guys who started a company to sell a product called MouseDriver, which is a computer mouse in the shape of a golf club head.
I strongly recommend picking up a copy and reading it when you can. Here’s the Amazon link to the book.
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