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Laura B. Poindexter is a renowned thought leader, guiding clients through the changing electronic marketing and social media environment. Her public seminars have helped thousands of business owners learn and employ affordable marketing solutions. Since 2000, her company, Queenb Creative (formerly laura b creative), has managed clients’ online presence, maximized their social media and electronic marketing to positively impact their bottom line and enhance audience engagement.

01 April 2008 ~ 0 Comments

Knowing the cost of doing business and the value of a customer

At Starbuck’s today, I ordered a client a tall decaf (don’t tell him) along with some other drinks. When the barista went to pour the tall I realized this was the smallest size and I told her I really wanted a grande (read medium). I went to get out a quarter to pay the difference and she told me not to worry about it. Because she knew that it would take more time to void out the first transaction and run it again and that time was not worth the 20 cents.

This is similar to a rule we had when I worked for a mail order sporting goods company. The owner had wisely figured out the cost of processing an order. He then made a rule that any product under $10 that was misshipped was to be reshipped with no return due from the customer. He knew that the aggravation to the customer to have to mail the item back to us (most often a t-shirt at that price point) and the cost for his staff to process a new order and process the return to stock was not worth it. It was a much better policy to tell the customer to give the incorrect sized t-shirt to one of his friends and look for his correct size t-shirt in the next few days.

19 March 2008 ~ 0 Comments

Bee-looking Frog

I visited the National Geographic Museum today to check out the frogs exhibit. The exhibit was great – fun, very interactive, good for all ages. The point of this post is just to show you one of the frogs I saw there – Dendrobates leucomelas. I am attracted to all things that resemble bees. I realize that this is a poison dart frog, but I still want one.

06 March 2008 ~ 0 Comments

Are you making it easy for your customers to do business with you?

I was struck by a voice mail I received today from Anne. Anne attended one of my seminars at the Women’s Business Center in November and had a question about a web site I mentioned. The call is not what struck me (although I did appreciate that my talk encouraged her to take action in marketing her business). It was that Anne not only left me a voice mail, but she also sent me a text message with her phone number. This exponentially increased the likelihood that I would call her back in a timely manner. Not because I don’t call people back but because as a busy person I was checking my voice mail as I was in my car and didn’t have a pen and paper handy. Without the text message, which I just clicked on to dial Anne’s number, I would have saved the message and called her when I was back in my office returning my other calls. That call would most likely have happened tomorrow afternoon.

Anne made it easy for me to call her back. Are you making it easy for your customers to do business with you? Is your web site set up with your customer in mind, not what was easiest for your web designer to create? What about your order process?

03 March 2008 ~ 0 Comments

This will be the only time you see this page

A dear friend of mine sent me an invitation to join Mamasource.com. The email invite said that she had planted a tree for me so I was intrigued.

On the registration page, it said that for a limited time when I look up Moms I know on Mamasource and invite non-members to join, they will plan a new tree for every Mom who joins through Trees for the Future, a non-profit organization. Great, I thought. Then, I continued reading…

  • This program is limited to newly-registered members, and this page will be your only opportunity to participate — both joining Mamasource and all trees planted are 100% free.

So I skipped this step and went on to the next page which had some free offers and said…

  • These FREE special offers are only available to new members of Mamasource, and this will be the only time you will see this page.

I don’t know you yet as a site so I don’t trust you enough to send other friends to you. It is wonderful that you have added this incentive to join your social networking site, but why do I have to do it on the first page of my experience with you? Why can’t we get to know each other? If you need to limit the number for some reason, then limit the number I can send or only give me 30 days to add people with the tree offer.