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Customer Service Matters

Denise Zimmerman Wednesday, September 1st, 2010

I don’t know about you but I will frequent a store more, buy more of a company’s product and even be more inclined to hire an outside service provider if they provide great customer service. That means they are responsive, they work hard to meet our needs, they care about our business – And this is not just about “feel good” soft metrics. Bad customer service translates into frustration and wasted time – in business if a service contractor provides bad service it contributes to deterioration of quality and adds to the “cost” of using said provider. 

In the reverse – great customer service can lead to increased customer loyalty, increased revenue and other positive business contributors. We all read how successful companies are touted, where there success is tracked to their focus on the customer and superior customer service. So while you are all nodding your heads in agreement  – why are we then so surprised when we get it!

Why is it that we are more often then not dissappointed in the service levels we get?

We come to our business partners or goods/service providers with certain expectations. Some of these expectations are set by the company’s reputation – as a consumer, think Nordstrom or Zappos. They set the expectation and they deliver. With others we come with our own expectations. In the B2B marketplace, service is less of a touted “brand” attribute yet something that we value on a regular basis. Why do companies sometimes fail to meet our expectations?  Here’s a number of possible reasons: 1. We do not clearly outline our expectations and give them the insight they need to meet or exceed them. 2. They do not recognize the value of good customer service and see it as a cost center. 3. They are not empowered.

In this challenging economy, with a myriad of choices for less dollars, customer service can still make a difference in purchasing decisions and impact a positive long term outcome. So call, Tweet, IM or email that customer right back…put your customers first, show them they matter…in business as in our personal lives – it matters.

Not Just Another Summer Afternoon

Martina Crane Thursday, August 5th, 2010

Last Friday, July 30th, we here at NetPlus decided it was about time we turned off the computers and enjoyed the beautiful summer weather.  At around 1:00 we headed out of the office and over to Fort Washington State Park to meet up with a couple of expert geocachers.  Wait a minute, geoca-what?  What did you do?  Huh?  That was the reaction most of us got when we told friends or family of the afternoon adventure we were planning.  Actually, most of us were still puzzled about it when we arrived.

“Geocaching is a high-tech treasure hunting game played throughout the world by adventure seekers equipped with GPS devices. The basic idea is to locate hidden containers, called geocaches, outdoors and then share your experiences online. Geocaching is enjoyed by people from all age groups, with a strong sense of community and support for the environment.”  This is the definition you will find at www.geocaching.com.

Still confused?  After eating lunch the group split up into three teams.  Each team got a GPS device; it tells you where you are in relation to the cache you are searching for.  A cache can be as small as a screw or as big as a tree stump, but they are always cleverly disguised.  Once within a 20 foot vicinity of the object, it’s time to start thinking and put away the GPS.  (GPS devices have a variance of about 20ft)  Every cache is cleverly named with a clue.  For example, “Hanging Around,” is a hint that the cache is probably suspended from a pole, branch, etc.  We found our cache just hanging around in the branches of a nearby tree.  All of the caches we found Friday were low difficulty.  However, our geocaching mentors told us stories of their adventures, and geocaching is not just a lazy day in the park for these guys.  There are caches you have to scuba dive to, swim to an island for, or maybe in the quest, you’ll even find yourself army crawling underneath the basement of an abandoned cement factory.

Geocaching can be an adventure for adrenaline junkies and intellectuals alike.  That’s right, there’s puzzle caches, like something out of the Da Vinci Code.  Sometimes the dates on plaques in an art museum are the coordinates to the next clue or cache.  There are caches that you have to find, and then solve in order to open them.  Sometimes it’s an oddly shaped contraption with a lock and you have to find the key.  With a shake you discover the key is inside, but how the heck do you get this thing out?  If you want to explore a new city or town you just moved to, or rediscover the place you’ve lived in for years, geocaching can do that for you too.  Caches exist on all 7 continents so no matter where you are, you can play the game.  With geocaching the world truly is your playground.  Just ask Jim, our Senior Web Developer, he’s already hooked.  You can follow him on his geocaching adventure at http://www.jtdelnot.com/blog/.

A Nicaraguan Adventure

Martina Crane Tuesday, July 27th, 2010

A few weeks ago a wrote a blog about the Pulsera Project, a non profit founded by my aunt and uncle after going on a trip to Nicaragua in the 2008-2009 holiday season.  The proceeds benefit the children of the Los Quinchos and Si a la Vida children’s shelters, both located in Nicaragua.  Previously, I described my first encounter with Nicaragua, and the children of Los Quinchos.  Last Monday morning, I returned from my second Nicaraguan adventure, some of which I am going to share with you now.

This trip’s sole purpose was to further the mission of the Pulsera Project, unlike the first adventure.  Funds were allocated to different needs, and new issues were identified.  The trip lasted 12 days and in that time I learned more about the inner workings of Los Quinchos, and how the government affects the lives of these children.

Of the laundry list of good deeds the Pulsera Project accomplished on this trip, I will share a few.  To begin the trip, we took a group of children to Selva Negra, a coffee plantation located in the cloud forests near Matagalpa.  The experience allowed them to see part of their country, understand the world outside of Los Quinchos, and help to give them a better understanding about what their futures could be.  A lot of the kids are stuck in the street mentality of the day to day.  They do not think about tomorrow or the future, because they are preoccupied with finding a way just to survive for today.  Trips like this also give us time to bond with the kids, to love them, which may be the single greatest thing we can do for them.

The location where young girls stay until the age of 14, was provided with outdoor electricity.  These children previously had no outdoor lighting, and when most of them have been victims of abuse, it is hard to feel safe in the dark.  So, the project not only provided them with light, but with the feeling of safety, which is a basic human need.  The group also purchased more furniture to help complete the library project.  The location where boys stay until they reach the age of 14 is an old farm, and the project is working to renovate one of the buildings to provide the children with a library.  As of now, the boys do their homework in separate groups at a set of picnic tables in a small open-air hut.  There is no wealth of books for them to read or reference when doing their work.  The library project will give them motivation to do well in school, and a means to meet that goal.  While in La Chureca, yet another Los Quinchos location, we collected a list of antibiotics the children needed.

One day was spent doing a shoe drop.  The group brought 22 suitcases full of shoes and clothing donated to the children.  On that day, the suitcases were unpacked to give the children two pairs of shoes and two new outfits.  Both of which are an immense gift to these children.  Most only have one or two sets of clothing that have been ripped, torn or stained.  The kids are also growing, so a lot of the time, they have to stuff their feet into shoes that are too small, and new shoes are not something they can afford.

Another outcome of this trip was that one of the interns, Chris Howell, arranged so the girls could learn how to make Pulseras as well.  Up until now, only boys have been making pulseras, because they were the only Quinchos who knew how.  The boys learn this skill when they are still on the street, it is a means for them to make money.  Girls however, are tasked with other jobs in order to collect money.  This will give the girls a stronger feeling of worth, productivity and independence.  For once, they will be on the same playing field as the boys.  Nicaragua does not have the same ideas of gender equality embedded within their culture that the United States do.

Nicaragua is a country with a lot of beauty.  The spirit of its people is strong and the landscapes are breath taking; there are cloud forests, coves, pristine beaches, blue skies, and jungles.  However, Nicaragua is far from perfect.  On this trip I was better educated on the Nicaraguan government and some of the great disservices it has done its people.  To begin, the children of Los Quinchos or any similar shelter, must leave at the age of 17.  However, most children in Nicaragua do no graduate high school until the age of 18.  Thus forcing the kids back onto the streets, or back to abusive homes before completing high school.  As a result, most children are unable to finish their high school education.  A newer law passed by the Nicaraguan government is that the children must go home to their families on the weekend, if they have families to go home to.  Los Quinchos is a children’s shelter for street kids, victims of abuse or neglect as well as orphaned children.  What this law means is that the children of Los Quinchos with abusive or neglectful families have to go home every weekend.  The government forces each of them to endure the horrors of home life each and every weekend.  This law was passed because the president’s girlfriend believes family bonds are of utmost importance.

At this point I would like to share the story of Ricardo.  Ricardo is a young boy who stays at Los Quinchos.  On one of their breaks from school Ricardo had to go home.  Out front of his house, Ricardo was caught in a drug war.  An innocent bystander, he got shot in the back of the neck.  Ricardo was rushed to the hospital where they saved his life, but they could not remove the bullet.  Today, Ricardo walks around with a bullet lodged in his brain because he had to go home that day.  His mental function will never be the same, and he will bear that burden for the rest of his life.  However, Ricardo still smiles, still laughs, still plays, still inspires.  Though his country may have done him a disservice, though he may have been ill fated, his spirit is stronger than anyone else I know.  That’s true of all of these children.  They are the embodiment of the strength of the human spirit.  While I was in Nicaragua I saw and heard things that made it nearly impossible for me to hold back tears.  However, these kids live with such harsh realities every day and still find a way to wake up every morning and get out of bed, to smile, to laugh, to play, to hope, to dream.

In my last entry I said the Pulsera Project was a way to give back to the kids who have nothing and still managed to give me everything.  However, at this point I would like to revoke that statement.  It was a rather ignorant, materialistic opinion.  Instead, I would like to say that Pulsera is a way for me to give back to the kids whom with gracious hearts shared the strength of their spirits, the ability to laugh even in humanity’s darkest hours and their wisdom about what is truly important in life: our shared humanity.  These kids have a greater wealth than any billionaire or bank, these kids gave me everything because they reminded me what is truly valuable in life.

At the end of this post you will find a photo gallery.  Each photo description tells a little more about what was seen on the trip.  Pictures themselves are worth a thousand words, and there are images of things I could not describe in such a short blog.  If you wish to see more head over to our facebook page where you will find other volunteer’s blogs, photos, and much more.

For more information about the Pulsera Project please visit pulseraproject.org.
Find us on Twitter at http://twitter.com/pulseraproject
Find us on Facebook at http://www.facebook.com/pulseraproject
Feel free to contact me directly via the comments section of this blog with any questions about Pulsera, my experiences, or the children.

Coloring the World One Pulsera at a Time

Martina Crane Wednesday, June 30th, 2010

I was asked the other day if I had any news to share at the staff meeting. So, I spoke of the Pulsera Project. The Pulsera Project is a non-profit organization my family started after a trip to Nicaragua in the 2008-2009 holiday season. Myself and 12 other close friends and family went to the developing nation to work with the children of the Los Quinchos children’s shelter. Recently, a documentary about the Pulsera Project was debuted, and I included a link to the trailer in my response. With this I began to wonder what I would say if the trailer was shown at the meeting.

Should I tell stories of my trip to Nicaragua that changed me forever? Do I talk about the money we’ve raised? Do I speak about the sales I’ve held at my school? After racking my brain, I wanted to share this:

In the winter of 2008-2009 my life was changed forever, when I went on a trip to Nicaragua with 12 other gringos. From the moment I landed in Nicaragua I knew I was never going to be the same.

You land in the Managua Airport in Nicaragua, after an entire night and half a day of travelling, go through customs and board a 16 passenger van. So begins your Nicaraguan adventure. The van travels for hours down roads without pavement, in towns with burning trash and hundreds of stray dogs, past shanty towns. The streets of the capital are deserted, despite the fact today, is a working day. There are people who are hungry, who are dirty, who are sick, who are thieving, who are trying like hell just to survive. I watched all of this and more through the window of a 16 passenger van. A single pane of glass separated me from them. It was heart wrenching, it was life changing, it was eye opening, I felt the most immense emotion engulf me at that moment, and I will not name it for words are beyond inadequate. These images capture your soul, make your eyes well up, throw your mind off track to a place where it must contemplate without words because there is no hope of ever describing the reality that lies behind that pane of glass. These people, my race, are subjected to this every day, they live here, they die here.

After more than 24 hours of travel, the hotel is reached, the rooms decided, and we spend one last night, as the people we used to be, for tomorrow we become a part of Nicaragua. We walk its streets, we feel its pain, we are not tourists in a resort, we are Gringos on the streets of Nicaragua ready to experience something that would change us forever.

The sun has risen, it’s time to start our day. Even in the daylight, there are visions that make you question humanity, here the darkness is not limited to the night. Today, we meet the kids, this is the country they call home. Will they still own innocence, can anyone here know hope? Your heart breaks a little more as these realizations sink in. When empathy takes over, and you attempt to fathom life as a child, alone on these streets, but imaginations don’t have that sort of power.
What I came to learn over the next two weeks is something one would never predict. These children were the most amazing human beings I have met in my entire life. Despite all their hardships, they had a light inside them even a blind man could see. We heard the story of one child, Giovanni, which Chris Crane accurately described as “the moment that forever redefined the meaning of poverty for all of us.” Giovanni was found on the streets of Managua, so battered by life that he could not recall his own name. The Los Quinchos shelter brought him in, and named him after their founder. However, you could not pick this child out of a crowd, one would assume Giovanni would look broken, depressed, and alone. One would assume most of these kids looked that way. Most would assume wrong. These children taught me what it means to be appreciated. Somehow these kids had instilled within them, that it is the human element which holds the most value. They did not care what toys you brought them, they only cared that you were there. A thirteen year old boy would run up and hug a man in his 50s, whom he had never met, because this man was there, because this man cared. We did not speak the same language, we did not call the same place home, but by the end of those two weeks I felt more connected to these children than I have felt in my entire life. I don’t believe I’ve ever met a single person, child or adult, in the United States with ability to light up a room like these kids do. Despite having nothing, these kids are not selfish, they are not greedy, they do not fight over food. Instead these children will choose toys for their relatives in different shelters, not for themselves. Every bit of food is shared equally, and the eldest take care of the young children. I still think back in awe of the amazing human beings these kids have turned out to be. Everyday I am reminded of how much I owe to them. Those with the most legitimate reasons to be bitter are inspirational instead. Maybe it is because they have no material wealth, because they are not consumed with the notion of status, they have been able to see life through a much different lens. They know that every human being is irreplaceable, and for that they deserve the utmost respect. Maybe because they are deprived of love, of care, of family, of human touch and interaction, they know best how much a person needs to feel loved. They do not take others for granted because they know that just like themselves, everyone needs someone to just simply be there. I could go on for hours about all the things these children taught me and the hope they gave me for the future.

When we returned from our trip, all of us wanted to find a way to help these children. Thus, the Pulsera Project was born, a non-profit organization that supports young Nicaraguan artists of the Los Quinchos and Sí a la Vida children’s shelters through sales of their hand-woven bracelets, or “pulseras”, in Spanish. Student activists at elementary, middle, and high schools as well as college campuses sell these pulseras across the U.S. Anyone can have a sale, at no cost. All they have to do is head over to pulseraproject.org to get a how to guide and contact information.  The project will ship posters, pulseras, and other cool Nicaraguan items in time for the student’s sale.   This is not a non profit supported by big sponsors who write checks, it is entirely funded by students, children, who scrounge up whatever money they have to help the cause and get a cool bracelet. All of my sales, and the sales of friends, have been entirely run via Facebook. It has been the single greatest marketing tool. Since students are our demographic, social is the best way to reach them. The entire project relies heavily on Social Media, because this is a grassroots effort. We want to share the stories of these children, not just raise money. As you will hear in the documentary trailer, “It’s not about things, it’s about people.” Social is the only way to achieve our goals, reach our audience, and not spend any of the money we’ve raised for the kids on marketing. For us, it’s all about the kids, and for me, Pulsera is a way to give back to the kids who have nothing and still managed to give me everything. On July 6th we head back to Nicaragua with the proceeds Pulsera has raised.

For more information about the Pulsera Project please visit pulseraproject.org.
Find us on Twitter at http://twitter.com/pulseraproject
Find us on Facebook at http://www.facebook.com/pulseraproject
Feel free to contact me directly via the comments section of this blog with any questions about Pulsera, my experiences, or the children.

Life Outside of the Digital Bubble

Robin Neifield Wednesday, June 23rd, 2010

Sometimes we get so wrapped up in the momumental task of keeping up to date with all the advances and changes within our industry that our outside interests and community responsibilities fall off our schedules. This morning I had the privelege and pleasure to attend an event hosted by the American Red Cross honoring the blood donors in Chester County, one small area of the Penn-Jersey Blood Services Region. As Board Chair for this region I often get to see the men and women who ensure that a safe and reliable blood supply is at hand when we need it.

I was amazed today as we honored corporations like Vanguard and Centocor as well as organizations like Paoli Hospital and Coatesville High School among many others who devote countless man hours and resources to recruit, manage and run regular blood drives. These are all great corporate citizens but the real heroes of the day are the blood donors themselves. Among the hundreds of attendees for this morning’s event were dozens of individuals who have – one pint at a time – contributed 10, 20, 25 even up to 44 GALLONS of blood in their lifetime. In doing so they have truly given the gift of life many times over.

There is a serious shortage of Type O Negative blood right now. Support the Red Cross today by giving blood. An hour of your time can save up to 3 lives!

http://www.redcrossblood.org/make-donation

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