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Cal Wilson / January 4, 2022

What is the future of eSignature technology in a post-pandemic landscape?

After a period of wild growth beginning with the COVID-19 pandemic in 2020, eSignature companies are seeing a sharp drop in revenue as workplace habits begin to return to normalcy.  

What does a decrease in sales and stock value mean for the future of eSignature providers and the technology as a whole? In this article, we take a look at just that.  

The eSignature market experienced rapid growth in 2020. 

The sudden onset of social distancing and work-from-home mandates meant in-person interactions nearly disappeared for parts of 2020. Suddenly, companies that offered virtual and hybrid working solutions found their place in the market go from forward-thinking to vital necessity for many businesses. 

Companies like Zoom, WebEx, and more have unsurprisingly found success in this climate. eSignature providers are no exception. In fact, the number of businesses using eSignature has increased by 50% since the outbreak of COVID-19.  

The curious case of DocuSign.  

In early December, eSignature provider DocuSign Inc. announced a dramatic fall after a year and a half of considerable success.  

As reported by Bloomberg, on December 2nd, 2021, DocuSign “tumbled 30% in extended trading… after the e-signature company’s quarterly revenue forecast missed analysts’ estimates.” 

“After six quarters of accelerated growth, we saw customers return to more normalized buying patterns,” DocuSign CEO Dan Springer said in a statement. 

To put that in perspective, the company tripled in value in 2020, but grew only 5.2% in total over 2021, after the recent fall.  

DocuSign isn’t alone.  

DocuSign isn’t the only Software as a Service (SaaS) company to experience a dramatic dip in December. Adobe Inc. shares also sank to their worst performance in over 20 months on December 3rd, immediately following the DocuSign news.  

MarketWatch reported “Adobe’s stock fell 8.2% (on December 3rd), its steepest single-day percentage drop since March 2020… The move wiped away $26.3 billion in market capitalization, taking Adobe’s valuation lower than $300 billion.”  

This drop is surprising for Adobe because, unlike DocuSign, their suite of products is more comprehensive than eSignature technology. Analysts have chalked this up to a “knee-jerk reaction” to DocuSign’s own recent devaluation.  

What does this mean? 

DocuSign’s unfortunate Q3 results offer some interesting consumer insights. We spoke with Schooley Mitchell’s Manager of Research and Development, Greg Kelly, for his thoughts.  

“I’ve done some further reading since I first heard the news about DocuSign’s stocks decreasing. Of course, I don’t want any vendor to fail and cause loss of service, but it is interesting to see how they are trending after the pandemic.” Kelly said.  

“Businesses aren’t buying on reaction anymore. With transitions to remote work, there were many holes in workflows that were quickly fixed by purchasing software including DocuSign. DocuSign is still a great solution, but they are projecting less revenue. To me, that means many businesses are set up with the necessary remote work software and are cancelling services that are over-priced or unneeded – or they’re simply putting more thought into their workflow processes before fear-buying a new software.” 

“In these situations, changes to the service are inevitable as they try to regain lost revenue. Whether that comes as a new feature launch or a promo push to sign-up new customers, it will be a perfect time to negotiate rates and review current service levels.”  

The future of work-from-home software.  

As Kelly suggests, this is hardly the end for virtual and hybrid-focused SaaS providers.  

Not only has the pandemic caused businesses of all sizes to reconsider the future of the office, and rapidly adopt more hybrid solutions, but the need for fully virtual solutions isn’t going away. With new variants and an unpredictable future, pandemic-related work-from-home situations are still commonplace in office culture.  

While work-from-home products and companies might not see the same consistent quarterly growth as they did in 2020 and early 2021, their products are still widely used, needed, and opportune for innovation.  

In conclusion… 

While eSignature providers such as DocuSign and Adobe saw rough Q3 valuation, this is more a sign of a period of change in the industry than an end to its success. As 2022 progresses, we are likely to see new products and services that will make virtual and hybrid work easier than ever.  

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Cal Wilson / December 22, 2021

Practicing gratitude in the workplace.

We’ve all felt burnout, stress, and resentment at work; it happens, and it’s natural. However, holding onto these emotions for too long – no matter how warranted they may be – can have a negative impact on your mental and physical health.  

Without allowing for our boundaries to be disrespected, or ignoring harmful emotions, how can we advocate for our health and work on a mindset that helps us thrive through difficult workplace situations? The answer may be in practicing gratitude.  

It might sound corny, but gratitude has documented effects on our brain, our mental health, and our social and professional relationships. In this issue of the Pulse, we investigate how practicing gratitude in the workplace could benefit us.  

Gratitude changes our brains.  

Over the past fifteen years, there have been several studies on the long term effects of consciously practicing gratitude. Among the results are increased happiness and decreased instances of depression. This has also been found to include those who suffer from mental illnesses. The impacts are actually visible in brain scans.  

Why could this be?  

Practicing gratitude – writing weekly gratitude letters or journal entries, for example – does not solve problems or make issues in the workplace go away. However, what it does do, is train your brain to more easily focus on positive, uplifting emotions such as thankfulness and joy, rather than envy or resentment.  

If you’re having difficulty moving on after a disappointment in your job, or a conflict with your colleagues, this kind of brain training might ease the process.  

How can you practice gratitude?  

Practicing gratitude to help your own health and mindset in the workplace can be a completely independent task, if that’s what works best for you. While it is certainly a good habit to thank your coworkers more often, and express gratitude when you feel it, this can also be done privately.  

Gratitude has the same effects on your brain, even if you don’t share it with anyone. Studies have found  simply expressing the gratitude regularly is enough, even if you, for example, write a letter and never send it.  

The important part here is the expression. Whether that be a letter, a journal entry, a text, a phone call, or a voice note. Just make sure to incorporate the effort of focusing on your gratitude into your weekly schedule.  

One thing to keep in mind is this has to be a habit worked into your ongoing routine, not a one and done activity. Generally, the positive results of practicing gratitude regularly do not occur immediately, but are gradually accrued over time.  

Spread a grateful attitude at the office. 

No matter where you work, you can make small behavioral shifts to foster a grateful mindset for everyone. The more you practice being grateful, the more gratitude will naturally come to you and, hopefully, some of your colleagues.  

Here are some things you can try to enhance your workplace’s culture of gratitude:

  • Pay attention to the little things – if you can, make a list of three positives at the end of every workday. Whether these were personal accomplishments or a moment of gratitude for a colleague, take note.
  • Shout-out your coworkers – especially when things are busy and potentially overwhelming. Noticing and commenting on their accomplishments and strengths is a great way of showing them gratitude, but also for you to keep in mind the positives in your environment.
  • Write thank you notes – to clients, networking contacts, colleagues, etc. A simple note of thanks on a post it, or through a text, can go a long way!
  • Create a special email folder – each time you receive an email that makes you feel grateful, appreciated, proud, or just makes you smile, save it in a special folder. When you’re feeling down or having trouble practicing gratitude, scroll through it to keep yourself going.

In conclusion… 

Practicing gratitude is not a cure-all for workplace stressors and conflicts. However, it can have long term positive effects on your mental health and the overall culture of your workplace. These effects have been documented and proven definitively. Gratitude takes time and effort – but it’s worth a shot. 

Cal Wilson / December 13, 2021

What does the end of 3G mean for fleets with electronic logging devices?

In the United States, the roll out of 5G networks and compatible devices is ushering in a new generation of technology. For businesses that manage fleets, this shift is leading to potential compliance complications with the Federal Motor Carrier Safety Administration (FMCSA). In this article, we take a look at why.

Many electronic logging devices (ELDs) run on 3G.

As per the FMSCA, many fleets must follow the federal regulations calling for the use of ELDs. An ELD is a piece of electronic hardware attached to a commercial vehicle engine to record statistics such as driving hours, odometer readings, and engine power-up.

All commercial vehicles – defined as a vehicle that is a truck, tractor, trailer or any combination of them that has a registered gross vehicle weight in excess of 4500 kg or a bus that is designed and constructed to have designed seating capacity of more than 10 persons, including the driver – must use an ELD.

In compliance with the law:

  • Roadside inspectors may ask for an ELD record to be emailed to a supplied address.
  • ELDs must have an onscreen display to show inspectors at roadside.
  • Fleet compliance must have real time access to the ELD data.
  • ELDs must provide GPS tracking and capture drive time automatically.

Due to the nature of these devices, they rely on network connectivity. Many of them are 3G compatible. With 3G being phased out, this leaves many fleet managers in a time crunch to replace their fleets’ tech.

This must be done in the next calendar year.

On November 19th, 2021, FMCSA issued a reminder for commercial fleet managers to replace or upgrade 3G-reliant ELDs.

Over the course of 2022, all major American carriers will be ending their 3G networks. The shutdown dates are:

  • AT&T: Feb. 22, 2022
  • Sprint (T-Mobile): March 31, 2022
  • Sprint LTE (T-Mobile): June 30, 2022
  • T-Mobile: July 1, 2022
  • Verizon: Dec. 31, 2022

“Once a 3G network is no longer supported, it is highly unlikely that any ELDs that rely on that network will be able to meet the minimum requirements established by the ELD technical specifications, including recording all required data elements and transferring ELD output files,” said the FMCSA statement.

For companies managing a fleet, this means the date you need to replace or upgrade by is entirely reliant on what provider you are currently using.

What can fleet managers do?

Don’t panic. If you’re not sure if you have to replace your ELD, or whether or not it works on a 3G network, the first thing to do is contact your ELD’s provider. There is a chance your device runs on 4G, in which case no action is needed on your part.

If you find your devices do rely on 3G, ask your provider what their plans are for upgrading or replacing devices, and how they can complete the necessary actions as soon as possible. It is very important for businesses reliant on this technology to take these steps promptly, to avoid reaching the end of 3G support and risking downtime or possible non-compliance.

According to trucknews.com, “If an ELD stops working in the U.S., a carrier has eight days to replace the ELD, unless an extension is granted”.

Not all 3G supported ELDs are out.

Not all devices will be dysfunctional without 3G. Some of the older 3G compatible models by Isaac, for example, are supported via local WiFi inside the truck itself.

If your device operates like this, make sure it follows all the FMCSA regulations before making a decision to upgrade it or not.

What about Canadian trucks?

Trucks operating only within Canada do not face the same deadline as U.S fleets; however, border crossing trucks that rely on 3G connectivity will need to upgrade.

Canada’s ruling on ELDs won’t come into effect until June 12th 2022, but commercial vehicles travelling continent-wide still must comply with U.S. laws. For these fleets, it will be important to contact your provider and make sure that your device is up to U.S standards, or find a solution that will be by the respective cut off dates.

Supply chain issues are an obstacle.

One reason for both Canadian and American fleets to get a head start on upgrading ELDs is the supply chain crisis. Component shortages – especially computer chip shortages – could leave fleets that wait until the last minute to upgrade temporarily out of compliance or out of commission.

In conclusion…

3G is being phased out in the U.S, and this could have some big ramifications for commercial trucking fleets whose devices run on 3G networks. Sooner rather than later, it’s important to review your ELD environment, and make sure your devices are up to regulations.

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Cal Wilson / December 8, 2021

The most fascinating tech innovations of 2021

Schooley Mitchell is not paid by, sponsored by, or affiliated with any of the companies or products mentioned in this article in any way.  

One of the wonderful things about the modern world is the sheer scale of technological innovation we get to witness – and 2021 has been no exception. From healthcare to software, this year has seen a lot of new developments.  

In this issue of the Pulse, we reflect on some of the most interesting tech inventions and innovations of the past year.  

Workplace & Collaboration.  

Work from home culture has expanded a lot since the outbreak of COVID-19 in early 2020. Unsurprisingly, a lot of development has gone into technology that makes remote working as seamless as possible.  

Some examples of this include: 

  • The Meeting Owl Pro – a collaborative tool designed for enterprise, which includes a 360-degree camera, mic, and speaker combined into one device. It creates the experience of in-person participation for hybrid teams with an 18-foot audio pickup radius and an automatic zoom that responds to who is speaking at the time. It is compatible with Zoom, Slack, Google Hangouts and other platforms.  
  • The BenQ InstaShow S WDC20 – a presentation system designed for large conference rooms which can connect to almost any device and operating system. It allows for plug-in and present instant collaboration without an app or software download needed, up to four-way split screen for multiple presenters, and comes with enterprise-grade security.  
  • KUDO Marketplace – A conferencing solutions provider that automates the booking of language interpreters 24/7 across a wide variety of platforms.  

Tech inspiring the future.  

2021 has been chock-full of new technologies that could take us remarkably far in our problem-solving and re-thinking of the way we interact with the world. These innovations bring to mind endless possibilities.  

Some highlights include: 

  • ICON’s Vulcan 3D Printer Technology – This construction system was designed and engineered by 3D printing firm ICON for volume 3D printing of homes with precision and speed. The Vulcan system allows for quicker production of homes and creates significantly less waste than traditional construction. The applications of this technology could be game-changing for the construction industry.  
  • The Geopress Filter by Grayl – This 24oz water bottle includes a press filtration system that cleans water and makes it drinkable. Not only is this great for active outdoorspeople, but Grayl is working to bring this technology to communities with limited access to drinking water. Systems like these are affordable and can do important work around the world!  

Medical breakthroughs. 

Although a lot of focus in medical news has been about the response to COVID-19, there have been other breakthroughs in 2021, as well. For example, the World Health Organization has approved a new vaccine to help fight malaria that is being rolled out in Africa. Likewise, advancements in telemedicine have made it easier than ever for people across the world to access healthcare.  

In conclusion… 

Although these are just a handful of the exciting innovations and inventions of the past year, they go to show what advancements we are seeing in all walks of life. From seamless virtual meetings, to instantly clean water, to progress fighting one of history’s biggest killers, 2021 has been a great year for breakthroughs!  

Schooley Mitchell is not paid by, sponsored by, or affiliated with any of the companies or products mentioned in this article in any way.

Cal Wilson / November 29, 2021

What are variable expenses and how can they impact your business’ bottom line?

 

When creating a budget for your business, it is helpful to separate and account for fixed versus variable expenses. Mistaking the latter for the former can cost you, and the better you understand all your expenses, the better chance you have of optimizing them.

If you’re unfamiliar with the concept, the best way to describe the difference is that fixed expenses are costs that stay the same from month to month, whereas variable expenses are ever-changing and harder to predict.

Fixed expenses.

Fixed expenses often represent the largest part of your budget. For a business, your fixed expenses are going be costs such as rent payments, insurance premiums, property taxes, and so on. While these are not easy to optimize, they are easy to work into your budget, as they are unchanging and paid at a consistent frequency.

If you can lower these expenses – say, by finding a different insurance plan that works for your needs – you automatically save more money each month or pay period.

In business budgeting, it is important to remember that all your fixed costs must be paid, regardless of your sales that pay cycle. If you’re starting a business, making sure you can cover these expenses for a period before you start bringing in revenue is crucial to staying afloat.

Variable expenses.

Your variable expenses are going to represent the costs incurred by how a given month or pay period goes for your business. How many credit cards you swipe, how much electricity you use, or how much waste you generate; all of these are going to incur a bill that varies every cycle.

Some of these expenses can be harder to reduce than others. How much heating you use to keep your office warm, for example, may be more difficult to lower than the amount of waste your organization is generating. However, in many cases, these expenses are in areas that you can strategize or work with professionals to identify savings, creating a more predictable monthly bill.

Employees can represent either kind of expense.

Depending on how you staff your business, your employees can be either a fixed or variable expense. Anyone hired on full time, who is guaranteed a forty-hour work week, will be a fixed expense, whereas a seasonal or part-time employee will likely be a variable expense, as their hours are subject to change month to month.

Budget with these expenses in mind.

When you’re budgeting, it’s important to separate your fixed costs and your variable costs. If you’re able to determine what you absolutely will be spending in your fixed costs, then it is easier to identify and strategize areas to save with your variable costs.

Month to month, keep track of your variable expenses. Maybe one month you allotted too little to certain expenditures and went over budget. If you keep a closer eye on each cost category, you can do a better job budgeting and planning for the future going forward.

Don’t settle on expenses.

The lower you can keep your costs, fixed or variable, the better the results for your bottom line. If you don’t have experience negotiating rates or deciding what expenses are fair in comparison with the rest of the market, don’t settle. Explore your options, bring in consultants, and work with professionals who can guide you in the right direction.

Especially for the fixed expenses you will be locked into for some time, this could be a make-or-break decision for your business. Why pay more than you have to?

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Cal Wilson / November 24, 2021

Tips for passing on financial literacy to children and teens

November is Financial Literacy Month! While we at Schooley Mitchell have spent the month reflecting on good financial habits for business owners, we would be remiss not to note that an important part of financial literacy is passing on our knowledge to the entrepreneurs and professionals of the future.

In this issue of the Pulse, we share some advice for teaching school-age children and teens a few principles of financial literacy, so that they can build good habits going forward into the rest of their lives.

Children lack necessary financial fundamentals.

If you’re a parent, your child might come home from school with information about the quadratic formula, the biology of a cell, and a ton of Shakespeare, but there is less of a chance they’ve received dedicated education relating to financial literacy. This education is not only lacking at school, but at home, too.

The truth is, nearly half of parents report they miss opportunities to talk to their children about finances. A quarter feel a small to extreme degree of reluctance to have these discussions. At the same time, half of children are eager to learn.

It is better for children to learn financial literacy from their parents, rather than later in life, potentially after having made a costly mistake.

Start with the basics.

Sam X Renick has been teaching children about money since 2001, and uses his storybook character Sammy Rabbit to do so. Renick says the earlier you can start teaching children about financial literacy, the better. Renick recommends starting before the age of seven, because by seven, research has found money habits and attitudes have begun to form.

For young children, money lessons should consist of very basic things:

  • Introducing them to the different values of coins and cash.
  • Explaining how money works.
  • Showing them how purchases are made with cash or card.
  • Showing them receipts when appropriate.

If you’re wondering at what age to introduce a child to a specific financial principle, TD Bank offers a wonderful online guide that can help direct you.

Make saving a habit.

Because a lot of money related lessons will include spending, it is equally as important to show children the foundations of saving.

“Saving teaches discipline and delayed gratification,” Renick told Forbes. “Saving teaches goal-setting and planning. Saving stresses being prepared. Saving builds security and independence.”

Simple teaching tools like a piggy bank or savings jar, reinforced by positive statements about savings, can go a long way in building good future habits.

For younger children, teach the value of savings by working towards a short-term goal, such as a new toy they want. As they age, you can begin introducing longer, harder goals. Parents who employ tactics such as matching their child dollar for dollar, or by a certain percentage, are also often successful in encouraging good savings habits.

Show that savings can grow.

Once you’ve instilled them with a sense of savings, one of the rewards can be to watch the way savings can grow. Savings accounts with compounding interest, such as a certificate of deposit, is one such safe way to do this. Likewise, you can calculate and add interest to your children’s savings yourself.

Some banks offer custodial investment accounts for minors. If you’re comfortable taking that kind of step, that is another excellent opportunity for you and your child to take a small amount of money and watch it grow.

Allow children to earn their money.

Children need to have money of their own to learn to use it correctly, but they must also have the opportunity to earn that money.

“Just about everyone values money they earn differently than money they receive,” Renick said.

Basing allowance amounts on household chores, for example, is one way to teach this.

Gamify the experience.

All children have different learning styles. Some will do well talking and working through different concepts with you, and others may thrive if you gamify their learning. There are many board games and apps out there that can help kids learn some of the basic tenets of finance. You can even design your own!

The takeaway here is, while finances are a serious subject, making financial education fun can help children better process this information and apply it properly in the future.

Don’t forget to teach them about debt.

Many young adults find themselves in credit card debt once they’re out on their own, unaware of how they got there or how to manage it. This is an unfortunate situation, and one most are unprepared to face.

If you’re already building good savings habits, that’s half the battle. However, debt repayment and interest accumulation is another important lesson.

One solution can be to emulate a debt situation with your child. Let’s say you loan them $15 for a purchase, but require they pay one dollar a week in interest until the loan is repaid. Each time your child misses a payment, they owe an additional fifty cent penalty.

Showing children that there are consequences to loans, and that maintaining a good payment schedule is best practice can be done from a young age and could save them a lot of hurt later.

In conclusion…

Children do not get the education they need about finances. Consequently, many go on to become young adults who make uninformed decisions. This Financial Literacy Month, and always, invest in your children’s financial future by having these conversations and instilling good habits from a young age

Cal Wilson / November 15, 2021

Five tips to minimize card processing expenses

As businesses are racking up debt and supply chain issues are increasing material expenses, cutting costs is more important than ever. With many businesses offering online shopping as an alternative to in-store, you might find your payment processing environment has changed or become more expensive.  

If this sounds like your business, here are five tips for reducing your credit card processing fees, and making the most of your revenue.  

1. Keep an eye on your rates.

Complete monthly audits of your merchant services statements to check for billing errors and avoid rate creep. Processors usually offer seemingly standard contracts, but many contain provisions that allow them to increase your rates. This often comes with the caveat they must notify you first — but those notifications could appear in small print on one of your statements. Be sure to read your statements for notification of rate increases and periodically check your rate to see if it has mysteriously increased. Often, all it takes for them to waive the rate increase is a phone call to object. 

2. Swipe cards and answer questions.

Credit card fees are primarily based on risk. This means you’re better off swiping or inserting a card than entering the number manually. Whenever a number is entered by hand, your processor considers it a higher risk transaction and may charge a higher fee. However, not all organizations have the resources to physically swipe or insert a card. If you’re inputting the card number manually, answer as many of the processor’s questions as possible. Providing information such as the customer’s zip code, debit vs. credit, and the three-digit or four-digit code on the back of the card are all designed to lower the risk of fraud. By entering as much information as possible and lowering the risk, you’ll see reduced transaction fees! 

3. Use an address verification service.

An address verification service (AVS), is a solution that verifies the cardholder’s billing address with the card issuer. It takes your payment services a step further in preventing fraud and has been a big benefit in the world of e-commerce, including limiting chargebacks. 

It works when during the checkout process, the customer enters their address, which is compared to the address on file with the issuing bank. Once the comparison is made, the issuing bank sends an AVS code to the merchant, who can then use the code to authorize or reject the transaction. 

Many major card issuers, including VISA and MasterCard, support AVS. 

4. Make sure PCI Compliance is up-to-date. 

A vendor will incur monthly fees from the Payment Card Industry (PCI) if its compliance questionnaire is not completed annually. These fees will continue to build up indefinitely until compliance forms are completed. The online questionnaire usually takes less than 30 minutes and saves hundreds of dollars every year. By completing the questionnaire, you assure your credit card processor that you are taking the proper steps to keep customer information safe and minimize the risk of fraud. 

5. Hire a professional.

An independent merchant services consultant will find you the lowest rates possible in your area, and can also track your rates going forward to make sure you’re never paying more than you should. For example, Schooley Mitchell looks out for your best interests by providing objective advice to reduce your electronic payment processing spend and improve service. 

Systematic analysis and auditing will: 

  • Uncover and eliminate hidden fees 
  • Identify and recover overcharges and billing errors 
  • Select and apply appropriate rate categories 
  • Ensure government legislation is properly applied 

In conclusion… 

Now is not the time for your business to be spending more than it needs to on credit card processing fees. In reducing costs and growing your bottom line, we hope these tips will be of aid to you.  

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Cal Wilson / November 10, 2021

Customers say the best service comes from small businesses

No one likes bad customer service. One of the most important aspects you should consider as a business owner is how to make sure your employees’ customer service reflects well upon the business. The good news is small businesses are already perceived as the leaders in providing consumers with excellent customer service.  

In fact, according to the recent American Express Global Customer Service Barometer, 81% of customers think small businesses deliver better customer service than their larger counterparts. In this issue of The Pulse, we look at why that perception exists, and what businesses can do to improve their customer service.  

Customer service matters. 

Customer service can make or break a sale. In fact, new data indicates that seven in ten Americans are willing to spend an average of 13% more with companies they believe provide better customer service. This represents an upwards trend, as the same studies from 2010 reported six in ten were willing to spend 9% more. 

On top of this, 78% of respondents to American Express’ survey reported having ended a transaction or not made an intended purchase as a result of a negative customer service experience. Likewise, the majority of respondents – three in five – indicated they would try a new brand in search of better service.  

If you aren’t working on your customer service presentation, you might be missing out on not only sales, but customer retention and referrals, too.  

Despite how highly customer service is valued, many consumers feel they are missing out. Most American consumers feel that companies aren’t paying enough attention to customer service.  

Bad service can cost you potential customers.  

It’s impossible to guarantee how every customer interaction will go. Despite what we may say, the customer isn’t always right. However, businesses should still focus on providing the highest level of service whenever possible, because even one unpleasant experience can be costly.  

Word of mouth is an incredibly powerful marketing tool, and consumers are likely to tell their friends – and the internet – about their experiences with your business. Unfortunately, they are more likely to spread the word if that experience was bad. American Express found that Americans tell an average of nine people about good service experiences, and an average of sixteen about poor ones. 

Why are small businesses excelling in customer service? 

With all the resources larger businesses have access to, why are smaller businesses having more success when it comes to customer service?  

Smaller businesses have the advantage of serving a smaller customer base, who they can get to know more personally in many cases. However, this does not mean that the larger the company, the worse the service. Larger companies can take notes from smaller businesses, as well as make use of the newest technologies to make their service stand out.  

What can businesses of all sizes do to improve their customer service? 

No matter what size your company is, if you’re worried about achieving excellent customer service, here are some strategies to improve quality and bring in more business.  

Keep on top of tech updates. 

If your tech is seamless and user friendly, it reflects well on you. This is important for your in-store equipment, such as Point-of-Sale terminals, as well as your virtual service platforms, such as chatbots and website features. Something as simple as the web hosting provider you use, which determines how quickly your web page loads content, could make an impact.  

Phone experiences are a priority.  

It is critically important that any employee taking phone calls and representing your business be professional, polite, and knowledgeable. Likewise, an up-to-date business phone system will improve the customer service experience by reducing wait times and dropped calls.  

Personalized interactions build relationships.  

If your staff and sales team focus on building personal connections and understanding a customer’s needs, rather than just pushing a sale, it will lead to a better customer service experience overall. Customers appreciate being able to trust personalized recommendations based on the expertise of your employees. If you’re looking for reviews, testimonials, and word-of-mouth marketing, personalized interaction should be a priority.  

Social media is a great chance to showcase your customer service.  

If your social media is a space you use only to promote yourself, you’re missing an excellent chance to interact with customers, and build new connections. The way you respond to comments and the voice you use in your posts crafts the perception visitors have about your brand. Make sure to use this to your advantage.  

Proper employee training goes a long way.  

One of the most frustrating experiences for a customer is when they ask an employee for help, and the employee is either unwilling or lacking the knowledge to help them. Proper training – making sure your employees are knowledgeable and enthusiastic – is a huge part of the overall image of your company’s competency.  

Be open and responsive to customer feedback.  

Whether online or in person, it’s important to take, listen to, and track customer feedback. When possible, responding in a professional rather than defensive way is also prudent.  

Using online tools, such as Hootsuite, or HubSpot, allow you to keep track of multiple accounts in one spot, and can make matters a little less overwhelming when interacting with online feedback.  

In conclusion… 

Customer service is valuable. Not just for your reputation, but for your bottom line too. While smaller businesses seem to have the advantage in this matter, there are a lot of strategies any company can employ to boost their customer service and improve their B2C relations. 

Cal Wilson / November 1, 2021

What is the supply chain and why is it in crisis?  

This year, you may have heard a lot about the global supply chain and its struggle to keep up with consumer demand. While your life and daily routine is undoubtedly impacted by the flow of the supply chain, it might be hard to envision exactly what it is. In this article, we take a look at what constitutes the global supply chain and examine why it’s struggling.  


What is a supply chain? 

Put simply, a supply chain is the network between a company and its suppliers that facilitates producing and distributing a specific product or service. This includes producers, vendors, warehouses, transportation companies, distribution centers, and retailers.  

With so many moving parts, plenty of issues can disrupt a given supply chain. A shortage of raw materials, damage to products, or a natural disaster like a fire or storm could all potentially delay goods from reaching consumers. 

It’s all about supply and demand.  

Almost everything you purchase and use in North America is dependent on the sometimes-well-oiled machine that is the supply chain. Your food, medicine, clothing, and appliances all come from somewhere, and often travel across oceans to get to you.  

What happens to the world economy when there is much more demand than supply? What if there are more people asking for the products than there are cargo containers, ships, packaging, and workers to transport them?  

Recently there’s been massive deceleration in getting products to consumers, coupled with price hikes on those same products. The Bureau of Labor Statistics estimates consumer prices have grown an average of almost five percent since before the pandemic, with some types of goods showing much larger increases. 

Why 2021? 

The course of the pandemic has had a tremendous impact on the global supply chain. While the outbreak of the Coronavirus pandemic understandably threw business off course in 2020, a series of 2021 events has only made matters more complex.  

On top of the container ship lodged in the Suez Canal in the spring that caused a significant backlog of global shipments, the Delta variant of COVID-19 had led to new restrictions and delays in nations worldwide.  

This is also a reflection of one of the risks of our supply chains; they’re offloaded to nations all over the world. In North America, most of the manufactured goods we consume are made in Asia and Latin America, because the mobility and price of cargo shipping made it the economic business choice. However, with container shipping prices increasing well over 100 percent since 2020, the vulnerabilities with this model are clear.  

Cargo shipping did have a failsafe in place before the pandemic: stowing shipments of goods in the bellies of commercial passenger jets already flying between Asia and the United States. However, this too has proven to have its own issues, with far fewer flights scheduled now compared to pre-pandemic.  

Manufacturing capabilities in North America are historically low because of the offshore movement of industries. And when companies who do still produce goods on the continent look to expand their capabilities, they face a shortage of the raw materials needed to do so.  

On top of everything, global labor shortages add extra difficulty to an already struggling process. The workers that the entire process relies on cannot keep up with the demand.  

As The Atlantic explains, “container ships wait offshore, sometimes for months, because ports don’t have the capacity—the dock workers, the warehouse staff, the customs inspectors, the maintenance crews — to unload ships any faster. Truck drivers to distribute those goods were in high demand even before the pandemic, and now there are simply not enough of them to do all the work available.” 

How has the supply chain crisis affected industries worldwide? 

Many businesses have felt the burn of this year’s supply issues. Here are some examples that you may not have been aware of when online shopping or ordering new office supplies: 

  • Some book publishers found themselves having to postpone release dates, as the pulp used to manufacture paper was in short supply, largely due to online shopping’s endless demand for cardboard. 
  • Auto manufacturing has been severely impacted by decreased manufacturing capabilities in countries like Vietnam and Malaysia, where a limited access to vaccines has meant limited manpower in both factories and ports to prevent infections. This has led to a critical shortage in the components fundamental to building modern vehicles. It is estimated that due to the chip shortage, seven million cars were not built.  
  • Rental car companies had to sell off a “sizeable portion” of their fleets during the worst of 2020, and now find themselves unable to replace those lost vehicles, causing a significant shortage in comparison to customer demand.  
  • Pharmaceuticals are in short supply, as many drugs are either produced in China, or rely on raw ingredients from across the world.  
  • Food packaging and processing workers were among the hardest communities hit by the pandemic, and now those businesses find themselves very understaffed. This inevitably impacts availability from grocers as well.  

What does this mean for business owners? 

Depending on your industry, you might find yourself short on staff and short on products. You may be forced to make the decision between paying more for quicker delivery or embracing shipping delays for more affordable costs. 

Businesses who were already hit hard by closures during pandemic-related lockdowns might find a new set of challenges heading into the Christmas shopping season.  

While there are certainly more hardships ahead, now is not the time to cut staff or sacrifice quality. As you adjust to these new circumstances, finding other ways to save money – such as expense reduction on electronic payment fees, utilities, and more – can allow your business to continue to operate and protect your employees.  

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Cal Wilson / October 27, 2021

Tips for effective salary negotiation.

Did you know, only 37% of people always negotiate their salaries?

When it comes to salary, advocating for yourself can be hard. Not only can talking about money be awkward, but putting yourself in a vulnerable position by asking for more is never comfortable, even when you know it’s what you deserve.

In this issue of the Pulse, we explore some salary negotiation strategies that may help you confidently ask for what you deserve, whether you’re new to a position or seeking a raise.

Be prepared.

If you’re going to negotiate for a better salary, you have to be prepared and honest about why you deserve it. An important piece of this is knowing the value you bring to a given role, industry, and geographic area. You should also be prepared with a figure. If you walk into a negotiation without a number in mind, you’re asking someone else to set that price.

Likewise, organize your thoughts and points. Make notes if it helps. Treat this negotiation with the care and diligence you would treat another work assignment.

If you’re asking for a raise, you also want to be honest with yourself and evaluate if you deserve one. Have you been at your job for a year? Have you taken on new responsibilities or additional projects? Have you been exceeding expectations? If you can confidently answer yes, you’re in a better position to ask for a salary increase.

Pick a number towards the top of your range.

When you research the salary range you think best suits the value you bring the company, you’re going to want to choose a number towards the higher end to use as your asking point. Why? First of all, if you’ve done your research, you should assume that this is an appropriate ask. On top of that, your employer will likely negotiate down, so you’re going to want a reasonable amount of wiggle room.

Columbia Business School also recommends asking for a specific number, rather than rounding it. For example, ask for $64,750 as opposed to $65,000. Columbia found employees who use a more precise number are more likely to get a final offer closer to their initial ask, because the employer will assume they’ve done more extensive research to reach that specific number.

When speaking with a recruiter, keep your number to yourself.

If you’ve been talking to a recruiter, they will likely ask about your salary expectations. It’s better to keep that number to yourself.

Instead of offering your expectations, ask the recruiter for the range they’re budgeted to give for the role. If you’re unsure of how to phrase this, Niya Dragova, co-founder of Candor, suggests asking like this:

“Can you tell me the salary band for this level? Happy to let you know if it’s within my range, and we can discuss specific numbers later when I’ve met the team.”

Sometimes, recruiters will put the pressure on you to reveal what number they’re looking for. They might even say they’ll be able to make it happen for you. Don’t give into this pressure. Especially if they’re working for a larger corporation – think, over 5,000 employees – the recruiter may have no say in your salary at all. They will likely have to bring your number to a committee, and providing your number too early could hurt your chances of getting more on your offer later.

During interviews, gather intel.

While answering the interviewer’s questions, be prepared with some questions of your own. You want these questions to give you insight into what they are looking for from you as an employee, and how you can bring value.

Consider the following questions, or a version of them that is applicable for your circumstances:

  • What’s the biggest priority for the team right now?
  • Why is the role open?
  • What do you think is the biggest challenge for someone stepping into this work?

If you know you can bring additional value based on what they’re looking for regarding these questions, this good be good negotiating leverage later.

Don’t be afraid of ‘no.’

A salary negotiation starts with the word ‘no.’ While it would be nice if you were given the first number you asked for, expect to negotiate and bargain a bit. A ‘no’ on your first ask is not necessarily a sign of your worth, but rather a sign of the employer’s ability and budget.

When faced with a no, don’t shut down. Keep the conversation going and find a number that will work for both of you.

Consider the organization.

If you’re looking at a big corporation with seemingly endless funds, it’s easy to want to negotiate a bit harder for your initial ask. However, when dealing with a smaller company, startup, or nonprofit, it’s very likely they may not have the budget to negotiate much higher than their offer.

In that case, you have to consider the pros and cons of settling for less than you wanted, and also the value that position can potentially bring you – and whether there is room to grow.

In conclusion…

Not enough people negotiate for their initial salary. It can be hard to ask for more money, even after years at a company. If you are prepared, strategic, and fair, it is worth taking a shot and advocating for yourself.