Third Time's a Charm (or How to Outsmart the Call Center Technician)

I've been having problems for months with my Dell laptop computer screen fading to black, then the computer shutting itself down.  Of course, this always happens right in the middle of a long document or listing description which I have not saved.  I read post after post in the Dell Support Forums, and had a pretty good idea that the computer was overheating.  Up until today, I have spent hours on the phone with Dell Tech Support, trying to get them to replace the parts that would fix the problem while I still have a maintenance contract.  I warn you...they do not want to fix your computer while your contract is in force, and if you have a maintenance contract that covers only hardware, then they will always tell you your problem is a software issue.

So, after months of fending off the urge to solve this problem with a sledge hammer, I had to find a more creative approach.   Today I figured out the secret.  Let me tell you how it works, starting at the beginning...

The first thing to do is to be sure it's really a hardware problem, because your basic maintenance contract normally will not cover software. Then contact tech support three different times. This will actually be a call center in India, unless you have agreed to pay them an extra $5.00 per month on your contract to be guaranteed an American technician. Yes, it's true, they charge you to talk to an American.  (I wonder if people in India get an American tech that they can't understand, and have to pay extra for an Indian tech?)  Anyway, each time you call, they will read from their script, and will tell you it's not a hardware problem it's a corrupted operating system, and you must restore your system back to factory settings. This is their standard response to any problem you are having.  

The first two times, tell them you did the restore, even though you really didn't. The last thing you want to do in this situation is have to backup everything on your computer, reformat your hard drive, and then have to find all your programs that didn't come with your computer and re-install them, for no good reason.  So in this case, you will have to be willing to tell a little white lie.  You must be prepared to get no satisfaction whatsoever from these first two calls.

The third time, first call your local computer repair shop and ask them for some buzz words to use the next time you call, so Dell will think you know what you're talking about.  You will find that you can use phrases like "heat sink" and "blue recycle screen", and will be able to bluff your way through just fine.  Then use live chat instead of calling the tech line.  

If your computer cooperates, it will shut itself down right in the middle of the chat session.  If it hasn't shut down by then, use your power button and turn it off yourself.  A technician will phone you within 30 minutes of the shutdown.  Here's where it gets exciting!

Right off the bat, as you are explaining the problem for the umpteenth time, act really irritated. This won't be difficult, because you really are pi$$ed that your computer shuts itself down every 10 minutes from overheating. Don't let the tech get a word in edgewise, and keep throwing out those buzz words...you must be vigilant about this. 

Blatantly refuse to do a third restore, angrily informing young Suryanjay that you had to PAY someone to confirm that it's not a software problem, and you've wiped your hard drive twice already for NOTHING because of Dell's mishandling of your problem. At this point, he will back down a little, but will explain that they need to do the remote access thing and do some diagnostics (it's the rules, ma'am). Go ahead and let them, but then if your system hasn't shut down your computer again in the middle of it, turn it off manually again, while at the same time saying into the phone, "hello?"..."HELLO?"..."Suryanjay, are you there?". Then hang up.

The tech will call you back again, and say that your session was interrupted, and you will say, "Yes it was, because THE COMPUTER SHUTS ITSELF OFF EVERY TEN MINUTES JUST LIKE I'VE BEEN TELLING YOU FOR MONTHS!"  (It is important at this stage to steadily increase your decibel level.)   He will ask you to do the diagnostics yourself and then call them back. You will say, "No, I'm sorry, but YOU HAVE DONE THIS TWICE BEFORE AND IT DIDN'T SOLVE MY PROBLEM!"   If you are inclined to use mild expletives, now would be the time.   Be as obnoxious as possible.

The tech will soon excuse himself for a minute, and will come back on the line and politely say "I'm very sorry that you are still having this problem. I will call dispatch and have a tech come to your house tomorrow to replace your fan, heat sink, mother board, and give you a brand new hard drive too, just in case." Hah!!! 

In a few days, you'll have a three year old laptop with nearly 100% new internal parts, two months before the maintenance contract expires!  And waiting in your email inbox will be an offer for a deeply discounted extension of your maintenance contract, which of course you will buy, because now that you know what you're doing you will thoroughly enjoy it the next time it happens (and you know it will).  

I love it when a plan comes together!

'Tis The (Craft Show) Season - Part 2

This week's post will cover some do's and don'ts to remember when selling at a show. By now you have practiced your setup, refined your display, and are ready to head to the venue.  Do get to the venue early, especially if it's your first show.  You'll want to have plenty of time to set up and get organized.  

Do bring the photo(s) you took of your optimum display, it will cut down on your setup time.

Here's a few of the most important 'rules' to follow when selling at a show:

1.  As mentioned above, get to your venue early enough so that you'll have ample time to set up and tweak your display.  Also:

• Once everything is out of the boxes, Do double check that all items are tagged.
• Do keep your space clean and uncluttered, making sure that all your boxes are hidden under the table(s), or put back in your vehicle. 
• Do have your receipt books handy, and make sure your pens are working.  You should have two books and two pens, in case you get busy and both you and your helper have transactions at the same time. 
• Do make sure your business cards are on the table and easily accessible.  Don't keep a rubber band around them or have them in a holder that makes it difficult for passers-by to take one. 
• Do make sure that when you are standing behind your table you can see everything clearly.  If you have displays that are too high and can't see your whole table, you are vulnerable to theft.
• Do walk around to the front of your booth once you're set up and look at it as if you're a customer walking by.  Does it grab your attention compared to your neighboring vendors?  If not, tweak it now. 
• Don't forget to visit the restroom right before opening time.

2.  Secure your bank.

• If you use a cash box, Do make sure it's in a secure place in your booth, but easy to get to.  Under the table on top of a box works well, where it's hidden behind the tablecloth.
• If you have pockets, you can keep your bank there.  Just Do be careful to keep the bills in a compact wad, folded in half, so you don't drop any cash on the ground pulling it out of your pocket.
• It's a better idea to wear a fanny pack (pack part in front), and Do remember to zip it back up after each transaction. 
• Do keep your bills in order of denomination.  It's easier and faster to make change when you're busy.  When making change, keep the bill the customer gave you visible until you've counted out their change.  Do count out the amount out loud as you hand it to the buyer.

3.  Be a Good Neighbor.

• Do greet your neighboring vendors and introduce yourself.  
• Do respect fellow vendors' booth space.  Make sure you're not encroaching on their space with your setup.
• It's always nice to have conversations with your neighbors when traffic is slow, but Do always be aware if they have people at their booth, and curtail your conversation until they are finished with their customers.
• Do keep your space tidy and keep trash in a bag or container.
• Don't leave your booth unattended and expect your neighbors to watch it for you.  Even if the crowd is thin, they will need to attend to their own booth and won't be able to give your booth 100% of their attention.  If you need a break, take turns with your helper.
• Don't engage in conversation with your neighbor's customer or attempt to draw them to your booth until they have left your neighbor's booth space. 

4.  Dealing with Customers.

• Do greet everyone as they approach your table, and hand them a business card right away.
• Do make eye contact right away.  It not only creates an immediate bond with your customer, but it is an effective theft deterrent.  A would-be thief will be less apt to act if they think they can be identified.
• Do have a sign-up sheet and ask for names and email addresses. It's a great way to expand your contact list.
• Do engage them in friendly conversation, but try to keep it steered toward your products as much as possible.
• Do demonstrate your product if applicable.
• If you sell handcrafted items, Do talk about how it's made, the materials, etc.   In fact, it's always a good idea to be working on your crafts in your booth area.  It can be a good conversation starter, and folks can see that you really do make your creations yourself.
• Do ask if they'd like to see a particular item they seem to have interest in, and show them any companion items.
• Do keep a close eye when customers want to handle the product, especially small items.
• Once you close a sale, Do ask if you can show them anything else. Remember to enclose any flyers you have made up about upcoming shows, and a few extra business cards when you package the sale.
• Do keep an eye on small children at your booth.
• Don't be afraid to ask that children do not touch your products or enter your booth space.

5.  Eating In Your Booth.

• Do have either wet wipes or a wet washrag in a zip lock bag.  If you're eating when a customer arrives, you'll want to clean your hands.
• Don't walk up to greet customers with food in your hands, or a mouthful of food. 

 

6.  At the End of Each Sale Day or End of Show: 

• Do tabulate your receipts at the end of each show day and remove it from your bank.
• Do leave your booth space tidy and free of trash.
• Do cover your tables if you leave product overnight.  (Do this only if you are totally comfortable with the security provided.)  If your booth is outside, use clamps to keep the cloths from blowing off.
• Don't forget to remove any one of a kind product you sell at the show from your online stores! 

Anyone who sells almost exclusively online will find that working a show provides a unique opportunity to use the show experience as a market research tool.  You can gather new contact information, and if you find you enjoy it, and it is profitable for you, you open another avenue to expand your seasonal sales.  


Most important, being in a setting where you are dealing directly with customers allows you to see in person how they perceive your product or craft, and it will give you valuable insight into the interest in and the saleability of your product line.  

Happy Selling!

'Tis The (Craft Show) Season - Part 1

With the holiday season fast approaching, it's time to start thinking about getting ready for the busy craft show and flea market season.  I’d like to share over the next few weeks a few basic rules of thumb, tips, and tricks to help make it fun and profitable.  For those seasoned sellers, it will serve as a reminder, and for those just venturing into show selling it just might save you some headaches.  I’ll start with some insights I’ve gained into all the pre-show necessities, then in subsequent weeks we’ll talk about topics relating to the show itself.

The topics I’ll share today are 1) determining if your product is compatible with the show experience, 2) doing your homework, 3) marketing, and 4) getting ready for the show.

1) Determine if your product is compatible with selling at shows

First, you must determine that the types of items you make/sell are compatible with a show scenario.  This will differ for different people, depending on several factors including the type/size of vehicle you have access to, the amount of space you’ll need to display your items attractively, and the amount of work you’re willing or able to do.  If you make small items like jewelry or small accessories, or resell such small items, it will be easier for you than someone who makes or resells larger, bulkier items.  It's much easier to pack, transport and set up smaller items.  Plus you can buy a smaller space and save money on your fees.

When I started doing shows I was selling my silk florals.  Although I did well selling these, it was a major effort to pack them and they took up a lot of space.  At the beginning of every show, I had to fluff all the flowers and greens, reform all the bows, and repair anything that was damaged in packing and transit.  A real PITA that took a lot of time during setup.  I didn’t mind it at first, because I was so excited about doing the shows.  But I eventually tired of all the extra work. 

In recent times, I am much happier (and less exhausted!) selling my handcrafted jewelry, beaded accessories, and crocheted items.  Packing takes no time at all, and it all fits into one or two plastic tubs!  Much easier and cut my preparation time down considerably.

I encourage you to look at your products objectively, keeping these types of issues (and any others you can think of) in mind before you ever sign up to be in a show.  It’s also a good idea to scrutinize your ideas for your booth setup and layout in the same manner.  To help you decide, do a practice run of packing up, loading your vehicle, unpacking, and setting up at home or your studio first, including putting up your canopy.  Once your trial setup has your booth looking perfect, take a photo to bring with you to the show for reference.  Knowing what it takes to set up, and documenting your optimum display setup will save you a lot of agony later.

2) Doing Your Homework

If you want to do just local shows, your home town Chamber of Commerce is a good resource.  Also check with your local newspapers and community centers.  If you're looking for out of town prospects, most towns and Chambers of Commerce have websites that include community calendars.  Larger, well established venues such as the Harvest Festival have their own websites.

Whether you’re doing a small, one day local show, or a large weekend event, it’s good to know what to expect.  Don’t hesitate to call the show coordinator and ask questions.  If it’s a well-established venue, they will have info about past performance of their particular show.  Ask about the types of vendors that attend.  Definitely ask for ‘gate’ statistics, i.e. how many people on average have attended at past shows.  If it’s a local show, it doesn’t hurt to visit the site and take a walk around the show area before you request a space.  Some shows allow you to set up the night before.  If you want to take advantage of early setup, inquire about security and if possible have extra tablecloths to cover your tables.

Find out if tables and chairs are provided.  Many indoor venues do provide these.  Find out the size of the tables, so that when you do your trial setup at home, you will know how much room you’ll have and what size table coverings you will need.  If the venue does provide tables, find out how many.  If they only provide one, and you need more than one, make sure they will allow you to bring your own.

Make sure there are adequate bathroom facilities.  If you need electricity, make sure it will be available.  Ask if there are any requirements to stay until a particular time on any given day.  Some shows require that you are there for the full show, or at least until a certain time, before you can pack up and tear down your display.  Some shows have requirements for table coverings, including that they are fire retardant.

Find out what documents you will need to provide.  Most shows require at minimum a resale license for the state you live in.  If you don’t already have one, apply for it well in advance of the show dates.  Most shows also include in the booth fees an amount that covers the cost of a temporary local license to sell in that town, along with liability insurance.  If this isn’t obvious, ask.

3) Marketing

A reputable, established venue will advertise the show well in advance.  Once you’ve signed up, you can market yourself as well.  Utilize public bulletin boards in your town.  Announce the show on Facebook, Twitter, and any other social media you use.  Take advantage of free classifieds, both print and online.  Tell your family and friends, and ask them to spread the word.  Remind everyone again right before the show dates.  If you are selling at several shows over the course of the season, make up some flyers or note cards to insert into the bag when you make a sale.  And don’t forget to have plenty of business cards available, with your online store(s) listed, to put in with your sold items, and to hand out even to lookie-loos.

4) Preparing for the Show

Don’t rely on your memory alone to remember everything you need to do and take with you.  Start making lists early, and add to them as soon as you think of something.  Once you have a detailed list you will be able to use it over and over again.

Don’t wait until the last minute to assemble everything and pack.  Designate a staging area where everything is in one place, it will be easier to deal with when it comes time to load up.  Try to start packing a day or two in advance, it will be less stressful when show day arrives.  Use your lists, and check items off as you complete them.

Document the inventory you will be taking, and make sure you have sufficient product to sell if you must be in attendance for the entire show.  

Recruit someone to attend the show with you to help.  Two sets of eyes are better than one to avoid theft of your product, especially if you sell small items.  Also everybody needs a potty break from time to time.  Your neighboring vendors will be busy with their own booth, and shouldn’t be counted on to watch your booth with 100% attention.

If your booth is outside and you will be using a canopy, make sure you are comfortable with setting it up, and will have help if you need it.

Make sure you have a ‘bank’ with sufficient small bills for change.  You’ll need plenty of ones and fives, and a decent supply of tens and twenties. 

Make sure all your product is clearly marked with prices.

Give yourself plenty of time to get to the venue and set up before the opening time of the show.  If you have to rush, you may forget something important.

Finally, get prepared to have fun!

Hope some of these pointers have helped!  Next time I’ll go over some do’s and don’ts for selling at shows.