Posts Tagged ‘trust’

Contractor Choices — How Can they build trust online?

Summer sun brings external home improvements.  Usually, these are self-driven so you as a homeowner, can plan, schedule accordingly and select a contractor that suits your needs.  Unless, of course, you live in an HOA driven community that forces such improvements upon you.  Welcome to my world… There is a team of painters going from block to block (I live in an urban rowhome community) painting the exterior of our homes.  The process started with a power wash, then caulking, then they are now covering windows with tarps and then finally painting.  In watching the row across from us, the entire process is very lengthy.

The thing is, I had no option to ‘vote’ on which painting company was selected.  So how do I know I can trust these guys?  I just have to deal with the process set forth and hope for the best.  Now I trust my HOA to an extent, so I can feel somewhat comfortable that the end result will be Ok.

But, an online survey of all homeowners would have been a more ideal approach.  Each homeowner could have reviewed the list and looked at the painting company websites to cast a vote.  Different painting company websites may have had specific trust seals that could have swayed homeowner decisions.  The HOA could then have made a decision based upon feedback and cost and worked from homeowner recommendations.  We are a tight community, and value each others opinions.  But alas, we were not given this opportunity.  Not only would this have been a great exercise for my community, but also would have helped to build trust online for the given painting companies that offered up a bid.

If the company doing the work right now does a stellar job, I may go and post some comments on their website in support of them – so they may benefit positively… or negatively if they do a poor job.  How have you helped a contracting or service provider build trust online?

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Posts Tagged ‘trust’

Pricing in Trust: Baseball Tix and Lessons to be Applied

This week I’m spending time back home in the lovely state of Minnesota.  In addition to spending time at my parents’ lake place, I had the opportunity to visit the Minnesota Twins new baseball park.  Because it is the first year in existence, tickets are hard to come by.  In such situations, you ask yourself a question.  Do I go to StubHub.com or do I buy from a scalper on the street.

Now the benefits from buying from a scalper is that you can be spontaneous, negotiate a bit, and also avoid paying any “service” fees tacked on by StubHub.  So, with these advantages, why did i go with StubHub?  One simply reason: trust. 

A few years back, i thought i scored some great seats, only to learn that my tickets were fake.  So from that point on, I’ve been pretty wary of scalpers — opting for the certainty of getting legit tickets (and paying more for that certainty).  It seems that the same could be said for other businesses.  Competing solely on price is a war of attrition.  But if your service or site provides additional safety or features surrounding trust (or giving greater security that the shopper will get what he thinks he’s paying for), you can command a premium for identical goods. 

I’m sue there were other business lessons to be drawn from my baseball experience, but after 4 beers, this was the most obvious one for me to conclude.

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Posts Tagged ‘trust’

Bad Calls at the World Cup: Any Business Lessons From This Pain?

My KikScore partner, Travis, challenged me to find any good that has come from all of the terrible calls made during the World Cup.  Not one to turn down a decent challenge (sorry Raj, but that White Snake challenge was weak at best), I am presenting the business lessons from the referring debacle that is the World Cup:

1.  Any Press is Good Press:  Let’s face it, all the terrible calls (and the video replays of the terrible calls) prove the point that there really is little difference from being famous versus infamous.  Either way the event is well known.  For the first time since 3rd grade, I’ve been paying attention to soccer — and so have a lot of other non-soccer fans.  People unfamiliar with the sport are now watching the games, learning the rules, just so they can talk about the bad calls.  The business lesson here is obvious.  Getting the word out trumps pretty much everything else.

2.  The Best Team Doesn’t Always Win:  England should have trounced the U.S.  The U.S. should have beaten Algeria.  But that’s why you play the games.  And sometimes the best team doesn’t win.  Same goes for products and businesses.  Sometimes the best service becomes a niche player.  And sometimes a third party (a referee, a very litigious individual, or a government) intervenes and makes the decision for the marketplace.  Just like soccer matches, your product has to survive in the real world, which isn’t a completely efficient marketplace of ideas. 

3.  Anger enough people, and The Rules Will Change:  The flip side of my first point is that if the current rules set in place promote incompetence and anger enough people, tradition will be sacrificed and the rules will change in an attempt to prevent a recurrence of the same issue.  So there is no instant replay for FIFA games.  With all the anger about the blown calls, there is now serious talk about creating instant replays.  Same goes for business.  If you creat enough ill-will, the rules will change for your business.  Just ask Goldman Sachs.

Feel free to share any other business lessons learned from this outbreak of bad calls.

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Posts Tagged ‘trust’

Is a Start Up the Same as Gambling? I Hope Not

This week I’m in the city of New Orleans for a conference.  I’ve never been before and it has been eye-opening.  As with anything, there are pluses and minuses.  The minuses — the weather and 3 inch long cockroaches.  In fact I just left a fancy dinner, barely eating my food because one NO’s finest cockroaches scurried across my table. 

The upside to N.O.?  First, if I lived here, I would lose a lot of weight — as I don’t eat sea food.  The second: they have a great casino dowtown.  Last night I played blackjack for 2 hours, and I was thinking about joining a poker game. 

You often hear that starting a new business is a gamble.  Well I certainly hope that’s not the case.  I get the point that starting a business involves risk, but risk doesn’t equate to risk for me (so long as it’s a calculate risk).  Last night, as I was playing cards, it seemed pretty clear that most of what was happening was pure chance — no strategy.  I mean, you could have a betting strategy, but if you followed it perfectly, it still gets you to a coin-flip chance of winning. 

I don’t envision the same type of discipline (or lack thereof) with starting a small business.  Sure, you still may go bust, but that doesn’t mean strategy was essentially pointless.  With a business, a good team and idea should get you a better than toss-up chance to succeed.  Whether you recognize if you have a good team or idea is another story.  By the way, I lost $100 last night…so I hope I’m a better business person than gambler.

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Posts Tagged ‘trust’

When Virtual and Real Worlds Collide

Last night the real and virtual worlds kep colliding.  How did it start?  With a happy hour.  Which is always a nice way for the evening to start.  My good friend from my old workplace was in town.  He was there for a conference and met with some of the attendees after the first day. 

Here comes the first collision.  I didn’t get a call from my friend that he was in town…instead he tweeted me the location.  My wife and I showed up. 

The second collision was that most of the happy hour attendees knew each other from social media.  When I was asked how I was connected to the happy hour, my answer of being a former co-worker of the organizer seemed so antiquated.

I’m having a very nice time at the happy hour — talking technology, KikScore, other businesses (like BumperTunes.com).  At the end, as I was leaving, I realized that I knew the Twitter handles of people instead of their actual names. 

As we decide to go to dinner after the happy hour, we of course jump on our available smartphones and make a reservation on OpenTable.  We go to dinner and my buddy proceeds to take pictures of the food and outline what his Yelp review i going to be of the establishment. 

At the end of the night, we said goodbye and then my friend thanked us on Facebook and Twitter.

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Posts Tagged ‘trust’

Elevator Pitching: Better than it Sounds

We’ve been talking to a lot of folks about KikScore these days: potential partners, press, associations and investment types.  They all want two things: (a) a “deck” — i.e. Power Point presentation; and (b) and “Elevator Pitch”  that they can carry back to others.  I’ve already made clear my general dislike for Power Point, but I think the Elevator Pitch is a good thing.  Why?  Well let me list the reasons:

1.  It forces you to think differently about your product.  When you’re working on a service or product, it’s all about adding features.  You’re constantly expanding the functionality in an effort to be the “best” or provide a more bundled solution.  The goal is to make sure customers can’t live without you and won’t stray for some piece of functionality that they may want from another source.  The Elevator Pitch makes you get away from listing out features and functionality.  Instead it makes you describe what problem you’re actually solving.  And if you’re not solving a problem, and this problem isn’t evident from the short pitch, you probably don’t have a very compelling service or product.

2.  Helps you with Messaging.  You’ve got to describe your service in a way that is free from industry buzz words or meaningless technical jargon.  The Elevator Pitch requires a generalist message.  For it to work, you’ve got to be clear, concise and persuasive.  We’ve already thought of some new marketing hooks while putting together our 2 lines of description on our service.

3.  Makes you think of what’s important to others.  You’re so involved in creating the product and serving customers, you sometimes forget what’s important to others (e.g. “what’s your business model”, “is it scalable”).  The pitch makes you think of things that you normally don’t consdier day to day.

Now the only question is how long really is an elevator ride.  Do you have any advice on the Elevator Pitch?

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Posts Tagged ‘trust’

Vegas: Good For Business, Bad For Relationships

Here’s the situation:  Raj and I are going to be speaking at a conference in a few months.  It will be a great opportunity to talk about KikScore and learn from fellow entrepreneurs.  Sounds good, right?  Um, did I mention it is in Las Vegas?  Did I mention that my wife is not really into Vegas?  I guess she doesn’t mind Vegas in and of itself.  She minds me going to Vegas with Raj — unsupervised.  I’ll let it go that she thinks I need supervision and get to the main point. 

Sometimes what is great for business — e.g. new partnerships, conferences, new channel development — is not necessarily great for your personal life.  I’m not even talking about work/life balance (which i’m convinced is not every achievable).  Instead it’s a matter of value conflict.  Let’s say that KikScore could sign a lucrative deal with a deplorable company.  I would at least think about it.  My wife would be dead set against it — and I think she’d judge me a little for doing the proposed deal. 

So what’s the end result of my Vegas dilemma — I’m going to Vegas with Raj…and Raj and my wife.  Geez!

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Posts Tagged ‘trust’

The Need for "Holistic" Security

After seeing the title of this post, I know you’re thinking I’m now into yoga or alternative medicine.  When I’m saying “holistic” security, it’s meant more in terms of taking a more global view of security…not making sure you bring a gun while shopping at Whole Foods. 

Here’s an example of what I mean: I’m sitting in a Starbucks yesterday doing some work.  I drop my computer bag and walk over to make an order.  Even though I’m only 15 feet away from my computer, and I can see it the entire time, I get nervous about someone stealing it.  So I get out of the line, grab my computer and stand back in line with my Dell laptop (and my iPad…because I’m a big nerd).  What strikes me about this is how concerned we are about the physical security of property, but are more cavalier with online/non-physical security — e.g. we go to countless sites with dodgy security and no idea who the site owners are. 

This is crazy.  I mean a lot more negative things can happen to me from online security issues than someone stealing my laptop (let’s not talk about anyone stealing my iPad…i couldn’t bear the thought).  My identity, my credit, my bank accounts can all be compromised with an online issue.  With the physcial security issue, all they get is a laptop that is encrypted and can be remotely zapped to prevent any compromise of data. 

I know this sounds like a set up for a sales pitch on KikScore, and I guess it is a bit, but the main point is that being “protected” or “safe” should also consider online activities.

I’m done preaching.  Any thoughts?

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Do You Need To Travel To Succeed in Business?

If you work for a big company, travel seems less like a luxury and more like a nuisance.  Sure, everyone talks about the need for “belt tightening”, but even through the most severe economic crisis we’ve faced in years, I traveled more for my day job than ever before.  How could this be?  The rationale is that during the difficult economic conditions, retaining customers is the highest priority (so off we went, visiting customers). 

I’m about to do a three week stint, traveling to the East Coast, the Midwest and the South.  The trips are all important, but if this were on my own nickel, I’m not sure if they would be necessary.  Which brings me to my point…I do have a point.  For small/start-up businesses, the math involving the cost of a trip and the benefit from it becomes crystal clear.  There are no meet-and-greet trips when  you’re financing the trip.  You only go when there is a contract to sign or an important relationship to forge.  Otherwise, conference calls and webinars work just fine.

Shouldn’t that be how large companies also opertate?  If I the travel budget were more tied to executive pay, I guarantee that there would be a higher scrutiny of costs and need for a trip.  Of course nothing can substitute a face-to-face meeting, but do you need a perfect substitute?  What if I can only do webinars with a customer, but give him a 5% break on his bill?  Would that engender more good will and customer loyalty than a steak dinner and forced conversation?

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Posts Tagged ‘trust’

Just Say No, But Say It Nicely

One of our main distribution strategies for KikScore is working with partners.  Our ideal partner is one with that has a lot of interaction with small online businesses, or small businesses that want an online presence.

In my day job, I work with with partners quite a bit (or as Corporate America calls them…Channels).  As with any type of sales, reaching out to partners involves a lot of rejections.  Either they don’t have time or the proposed relationship doesn’t fit into the partner’s strategic vision.

What has surprised us at KikScore is the overall interest that our product has received from a partnership standpoint.  We’ve approached 10 different channels and we are in deep discussions with 6 of them.  That type of success rate would get you in the baseball hall of fame (as a hitter, manager or pitcher).

This type of positive reaction has likely twisted my perception.  So when I reached out to a larger company today — with a contact from a mutual friend — I thought it would be a warm reception.  Uh, wrong.  The person I contacted not only said no, but almost chastised me for bothering her.  Sorry, delicate genius.  Let’s hope you never lose that corporate job and have to start approaching people on your own.

Also, I’ll never be a customer of this company.  It’s not because she said no, it was how she said it.

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