tag:blogger.com,1999:blog-36679847523242166702024-03-14T05:57:58.323+00:00Making customers happyHi, I'm Emily Coltman, M for short, and this is one of my blogs.
I'm Chief Accountant to FreeAgent www.freeagent.com . Views on this blog are mine personally though, and not FreeAgent's.
I have strong views on good customer service, so in this blog I'll chat about anything and everything to do with customer service. I may also go off topic a bit and chat about general business matters. No stuffed shirts allowed.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.comBlogger152125tag:blogger.com,1999:blog-3667984752324216670.post-5801064210361747812013-05-10T12:20:00.001+01:002013-05-10T12:20:07.126+01:00In praise of university for future business ownersSimon Dolan has put forward the case that a university degree is "<a href="http://realbusiness.co.uk/article/19478-why-university-is-a-waste-of-time" target="_blank">a waste of time</a>" for the "vast majority", and urges young people to start their own businesses instead of going to university.<br />
<br />
As a graduate myself, I'm bound to be biased. But here's why I feel university is a Good Idea for anyone interested in a business or professional career.<br />
<br />
<u>Learning work and life skills</u><br />
<u><br /></u>
Simon says (no pun intended) that university "robs people of learning how the real world works". I learnt skills at university that stood me in excellent stead when I left.<br />
<br />
I'm probably showing my age here, but it was at university that I first learnt to use e-mail and became confident with it. Without e-mail skills today I would be a much less effective professional.<br />
<br />
I also learned how to manage on a tight budget. Most of my clothes and books came from charity shops. I had a bike but no car. The slow-cooker was my best friend. This meant I wasn't hungry to be earning big money as soon as I left university. I was happy to start on a low salary, train as an accountant and achieve a larger salary once I'd qualified.<br />
<br />
<u>The confidence to be yourself</u><br />
<u><br /></u>
In a small class at school, there's pressure to do what everyone else does. In a large university, there are so many different personalities there that you can "be who you are" and have no contact with those who think you're "square" if you like folk music, tea instead of booze, and early nights.<br />
<br />
When you run your own business it's vital that you choose a business you're passionate about. Having time and freedom at university to "be who you are" can help you find and grow in your passion, whether it be sport, craft or music.<br />
<br />
<u>Making real friends</u><br />
<u><br /></u>
When you have the freedom to "be who you are", you are much more likely to make true friends. I made wonderful friends at university and fifteen years later I'm still close to many of them.<br />
<br />
And it was at university that I met the best friend of all - my husband.<br />
<br />
Simon writes that "resilience and self-belief are an entrepreneur's most precious commodities". He's absolutely right - but it's so much easier to be resilient and to believe in yourself when you have a strong, supportive network of friends. Being at university helps you to build that network.<br />
<br />
<u>It takes time to learn</u><br />
<br />
I'm a qualified accountant. I only attained that qualification five years after I graduated. And then it was another two years before the ICAEW would even contemplate letting me have my own business and my own clients.<br />
<br />
Not every business can be started by a school-leaver. Enthusiasm must be coupled with experience.<br />
<br />
<u>You can start your business at university!</u><br />
<u><br /></u>
When you're a student, if you have the entrepreneurial spirit, the right business idea and enough passion, you can start a business at university! You have a captive audience of potential customers, time to develop your business, and often support available from the university itself.<br />
<br />
It doesn't have to be one or the other, business or university. Why not make it both?<br />
<br />Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-71210567048471712782013-04-19T20:23:00.003+01:002013-04-19T20:23:38.415+01:00Where there's a will...After nearly eight years married Matt and I have finally got round to making our wills.<br />
<br />
We went back to the solicitor who helped us through buying our house - <a href="http://www.cartmells.co.uk/" target="_blank">Cartmell Shepherd</a>. And what fantastic service they gave us.<br />
<br />
Prompt, friendly and plain English replies to our e-mails, and a partner who came into the office to see us on a Saturday morning twice - the second time with her husband so that he could act as our second witness.<br />
<br />
And because they charged us a fixed fee, quoted up front, we knew exactly what we were paying for their services. No uncertainty.<br />
<br />
Thank you from two very happy customers!Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-91772992246123485942013-03-01T17:33:00.002+00:002013-03-01T17:33:31.411+00:00A touch too much?The BBC has posted a very interesting <a href="http://www.bbc.co.uk/news/magazine-21573043" target="_blank">article</a> about when physical contact with work colleagues is appropriate.<br />
<br />
This highlights that there's a very definite spectrum of touch - ranging from the friendly squeeze of an arm when someone's unhappy, all the way through to an attempted grope by the watercooler, or worse.<br />
<br />
One school of thought says that all touch between colleagues should be avoided. I think that would be very sad indeed.<br />
<br />
For example, when I heard that my much-loved old family cat had died, I was at my then-boss's house for dinner with him and his wife and kids. I burst into tears and he promptly gave me a great big hug. That comfort was just what I needed at the time. <br />
<br />
And another male colleague always says hello and goodbye to me - and his other lady colleagues - with a peck on each cheek. He's a real English gentleman in other ways too (for example, he stands up when a lady comes into the room), so that touch comes across as courtly and charming - and endearing.<br />
<br />
There's a very definite line that shouldn't be crossed. Any overtly sexual touching would feel threatening.<br />
<br />
But touch is often a key part of friendship, and why shouldn't colleagues of both sexes become friends?Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-86130658122101512562013-02-11T15:44:00.002+00:002013-02-11T15:44:39.734+00:00The right questions at the wrong time make customers crossThe radiator in my home office isn't working. (Which means it's perishing cold in here.) So I rang British Gas Homecare to book an appointment for an engineer to come and have a look at it.<br />
<br />
Monday is my favoured day, but they couldn't book me in for Monday 18th because the engineers are fully booked. "You could always ring up nearer the time and see if anyone has cancelled," said the friendly guy in the call centre.<br />
<br />
Mmm, black mark. I want YOU to offer to call ME if a slot comes free on Monday 18th. As a customer I want YOU to go the extra mile. I don't want to have to.<br />
<br />
I booked the appointment for Monday 25th.<br />
<br />
Then he started trying to sell me gas and electricity through British Gas as well.<br />
<br />
Another black mark. I want to book an engineer for my cold office, not be sold at. I fairly quickly choked him off with the (true) comment that we're looking to move house and so a change of energy provider is not on the horizon.<br />
<br />
And then he went on to ask me to go through an automated phone survey at the end of the call.<br />
<br />
Now I know collecting feedback from customers is crucially important. Heavens above, I just <a href="http://askm-videos.blogspot.co.uk/2013/02/show-me-honest-review.html">wrote</a> about it. But I'm not convinced that it's a good time to ask when you know a customer is feeling a bit cheesed off. There's the risk that you will make them feel even more cheesed off.<br />
<br />
I'm not blaming the poor guy in the call centre. He's probably been told by his bosses that he HAS to try and upsell to every customer he talks to and that he HAS to put everyone through the survey.<br />
<br />
But if I were in the boss's shoes I'd allow staff to use their own initiative and ask for the upsale and the feedback only when they think it's what the customer actually wants. Otherwise the customers are going to go away feeling cross rather than feeling happy, and that's never good news.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-89543822117628871612013-02-11T11:37:00.002+00:002013-02-11T11:37:25.966+00:00Show me an honest review!Customer feedback is one of the most crucial tools in any business's box. After all, if your customers don't tell it like it is, how do you know if your product or service is actually making them happy? And genuine testimonials from existing customers are a very powerful tool to encourage new customers through your front door.<br />
<br />
The key word there is "genuine".<br />
<br />
The Guardian published a very insightful <a href="http://www.guardian.co.uk/money/2013/jan/26/fake-reviews-plague-consumer-websites">article</a> recently about the problem of fake customer feedback. Businesses have been found paying third parties to leave bogus top-quality reviews - and it's often all too easy for a competitor to leave a fake negative review on an open site.<br />
<br />Take <a href="http://www.tripadvisor.co.uk/">TripAdvisor</a> for example. Hotels, guest houses and bed and breakfasts can collect feedback from genuine customers there - but it's an open-access site, which means it's perfectly possible to leave a bad review for somewhere you've never even stayed. That means it's far too easy for competitors to anonymously take pot-shots and try to bring the competition down.<br />
<br />
So, as a business owner, how do you ensure that you're collecting only honest feedback from genuine customers?<br />
<br />
That's one beauty of the <a href="http://www.feefo.com/en/en/">Feefo</a> model, which collects feedback by only e-mailing customers who have actually bought from a particular business, and then that feedback, good and bad, is shared with the supplier. Even that isn't completely secure because a researcher - or a competitor - could still buy a cheap product and leave a fake review, but it's a good start. Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-31187183707982621372012-11-14T15:56:00.001+00:002012-11-16T10:01:54.198+00:00Virgin Trains quiet coach a damp squibI, like several of my contacts, was pleased when Virgin did not after all lose the West Coast Main Line franchise, because their trains are a lot more comfortable than First TransPennine's alternatives - and their customer service is better.<br />
<br />
At least that's what I thought.<br />
<br />
Yesterday evening I was travelling home from Edinburgh by train as I often do. I sat in the quiet coach, again as usual. And someone behind me in the carriage was playing their music so loudly that I could hear it even when the train was going fast.<br />
<br />
You're really not supposed to do that in the quiet coach.<br />
<br />
I wondered whether to say something to the person concerned, but decided to keep quiet and let the train manager see to it. Which I would have thought was part of what he is there for.<br />
<br />
He came in to check tickets - and didn't say anything to the culprit about turning their music down.<br />
<br />
Then he came through the carriage again - and still didn't say anything.<br />
<br />
By now fuming, I tweeted:<br />
<blockquote class="tr_bq">
What is the point @VirginTrains of having a quiet coach if you are not going to police it?!</blockquote>
Virgin replied:<br />
<blockquote class="tr_bq">
Hi Emily, we do have signs, and sometimes the Train Manager will make announcements.</blockquote>
I fired off several tweets in quick succession:<br />
<blockquote class="tr_bq">
@VirginTrains If someone is playing really loud music and the train manager TWICE walks past them without saying anything... Poor do!</blockquote>
<blockquote class="tr_bq">
@VirginTrains Signs and announcements are not always adequate, they need to be reinforced and enforced individually! </blockquote>
<blockquote class="tr_bq">
<i><b>@VirginTrains That is your cue to ask me which train I'm on and send the Train Manager to the quiet coach to sort the problem... come on...</b></i></blockquote>
(Emphasis added for the blog.)<br />
<br />
I really did hope the last one might spur them into action, given that I'd actually spelt out how I thought they should resolve the problem, instead of just expecting them to think of something to do and do it.<br />
<br />
No such luck. Their reply was:<br />
<blockquote class="tr_bq">
sounds like there are some very naughty people in your coach :( but yes we do rely a lot on the public to follow</blockquote>
By now I was spitting teeth. As my final tweet to them said:<br />
<blockquote class="tr_bq">
@VirginTrains That is not good enough. There is no point YOU nominating a coach as quiet if YOU are not going to enforce it!</blockquote>
To which they made no answer! <br />
<br />
People will not always obey signs. And it shouldn't be up to fellow passengers to challenge those who break the rules of the quiet coach. I'm a woman who's often travelling alone, and I don't want to - and shouldn't have to - go and challenge some hulking teenage lad who's got his iPod on too loud. It's surely the train company's and train manager's job to make sure that passengers keep to the rules. Otherwise there's no point putting up signs to make a coach quiet.<br />
<br />
So Virgin Trains, on this occasion you have won a Damp Squib award for poor customer service!<br />
<br />
<b>UPDATE:</b> I posted a link to this blog on Virgin's Facebook page. They've had over 24 hours to respond but so far they've ignored it completely! That's a double damp squib!Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com1tag:blogger.com,1999:blog-3667984752324216670.post-61026125169075494822012-11-09T17:50:00.004+00:002012-11-09T17:51:40.590+00:00Brilliant service from a brilliant team!<a href="http://www.michaelheppell.com/">Michael Heppell</a>'s team answer the phone, "Hello, it's a brilliant day at Michael Heppell, [person's name] speaking, how can I help you today?"<br />
<br />
That greeting, spoken in a sincere, friendly voice as if the person at the other end of the phone is really happy to be talking to you and genuinely cares about helping you, was all it took this morning to cheer me up.<br />
<br />
Why did I need cheering up?<br />
<br />
I'd been struggling to book on Michael's seminar in Gateshead next month. First the (third party) site had the wrong date for public booking, then it said I had to register and give my boss's details as well as mine (why?!), and then it said I couldn't book at the moment. The lady at Gateshead tried to resolve the problem by referring it to their design team, but I hadn't heard from her in a few hours. And when I tried to phone to book, the phone wasn't answered.<br />
<br />
In a state of some frustration I rang my contact at Michael's office, Ruth. She had been very helpful in advising me of the seminar in the first place, and then in advising me how to book. And her friendly voice coming down the phone made me feel better straight away.<br />
<br />
Ruth understood immediately the trouble I'd been having, and she personally rang the Gateshead office to try and book. She had no luck either - <i>and she rang me back to tell me so and that she would keep trying</i>. Now that is top service because she kept me in the picture. She really did care whether I booked on the course or not.<br />
<br />
Eventually, my contact at Gateshead said she would book me on the course herself if I would give her an address for the invoice. That was good service too.<br />
<br />
Thanks to both those ladies but especially to Ruth, who made me feel valued and appreciated as a customer and delivered brilliant service. <br />
<br />
<br />Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-61792234275666971852012-11-09T17:38:00.001+00:002012-11-09T17:38:26.190+00:00Why my Pinterest account lasted... 5 minutes!I liked the sound of Pinterest - being able to make a collection of images and videos - so I created myself an account.<br />
<br />
Then 5 minutes later I deactivated it.<br />
<br />
Why?<br />
<br />
When you pin an image or a video in Pinterest, you assign a category to it. There was no category for "business". Most of the articles or videos I would pin as "of interest to me" would be business-related. So I contacted Pinterest support and asked if they could add this new category.<br />
<br />
Instantaneously they came back with an answer.<br />
<br />
Good?<br />
<br />
No. Because it was a template reply written by a machine.<br />
<br />
The reply had my name wrong (addressing me by the first part of my business name). It said 'Unfortunately, we’re a small team and we won't be able to respond to your email". Pathetic! Don't invite customers to e-mail you if you haven't got enough people to answer them!<br />
<br />
I answered the message saying "well if you can't add a category, please can I add one?"<br />
<br />
And got another template reply!<br />
<br />
This time it said:<br />
<br />
"We received your reply. We love interacting with pinners, but usually can’t respond individually to this type of request. Rest assured we are always listening and we’re frequently making improvements to Pinterest and our documentation based on what we read in emails like this one." <br />
<br />
Well I'm sorry but I don't believe that. If they "love interacting with pinners" why do they not respond individually to their customers? And if they're "always listening" why do they send canned replies?<br />
<br />
I'm a passionate believer in the concept of customer delight. Customers should come away from an interaction feeling valued and cherished, even if the supplier can't always do what the customer wants. I came away feeling like I'd been brushed off like an annoying fly. Not nice.<br />
<br />
That's why my Pinterest account has been deactivated. And it won't be reactivated unless Pinterest sharpen up their customer service. Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-43910553883241530132012-10-03T17:39:00.001+01:002012-10-03T17:39:09.522+01:00Diamond service for a Diamond celebrationI was looking for something really special to celebrate the launch of <a href="http://www.epocbeds.co.uk/">Epoc</a>'s new Diamond and Crystal beds at <a href="http://www.decorex.com/page.cfm/ACTION=Exhib/EXHIBID=116">Decorex International 2012</a>, not only because they are the first beds in the UK to feature <a href="http://www.biocrystal.eu/">Biocrystal</a> technology for an extra restful sleep, but because the first limited edition Diamond bed, named in honour of The Queen's Diamond Jubilee, has been gifted to <a href="http://www.royalfoundation.com/">The Royal Foundation</a> of The Duke and Duchess of Cambridge and Prince Harry and is expected to fetch in excess of £20,000 when auctioned in the run up to Christmas.<br />
<br />
That's not something that happens every day and a special gift for my contacts at Biocrystal and Epoc was in order. So I asked <a href="http://thebiscuiterie.co.uk/">the biscuiterie</a> if they could make some iced biscuits in the shapes of - you've guessed it - diamonds and crystals.<br />
<br />
The team at the biscuiterie, which is a new business this year, replied very promptly to my e-mails, sent pictures of what the biscuits would look like, and took payment by PayPal, which made it very easy for me to pay.<br />
<br />
They then sent the biscuits in a strong box protected by plenty of bubble wrap, which meant they survived being posted from Northamptonshire to my home in Cumbria, a train journey from Cumbria to London, and being carried across London by tube in a rucksack, without a single biscuit being cracked or broken in the process.<br />
<br />
My contacts at Biocrystal and Epoc were absolutely delighted with the biscuits - and so was I. You can see why - they're stunning.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="http://2.bp.blogspot.com/-BB6MpGPsEsI/UGxnA7r4CdI/AAAAAAAAAC8/c-ufVE1SGOg/s1600/Crystal+and+diamond.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="213" src="http://2.bp.blogspot.com/-BB6MpGPsEsI/UGxnA7r4CdI/AAAAAAAAAC8/c-ufVE1SGOg/s320/Crystal+and+diamond.jpg" width="320" /></a></div>
<br />
<br />
Thank you Matthew and Mylene for a great product and excellent service!<br />
<br />
<br />
<br />
<br />Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com2tag:blogger.com,1999:blog-3667984752324216670.post-66178046373768217802012-09-24T16:59:00.000+01:002012-09-24T17:00:24.709+01:00Eastern promise fulfilledI booked a flight on <a href="http://www.easternairways.com/">Eastern Airways</a>, following a scheduled client meeting.<br />
<br />
The client postponed the meeting to another day.<br />
<br />
I've had experience of what usually happens if you need to move a flight. Sometimes you have to kiss your money goodbye and book again from scratch. British Airways let you change your flight but they charge you a £60 admin fee for the privilege. And as for moving a flight to an as yet unspecified day? I've never asked any airline that before, and I wasn't holding my breath.<br />
<br />
But when I e-mailed Eastern Airways to explain, I had a response within 15 minutes from a lovely friendly lady called Sarah, who said that she could put the flight on hold and I could re-book it as soon as I was ready.<br />
<br />
Quick response, delivering exactly what the customer wanted, something that competitors can't or won't normally do, and friendly and cheerful too. Fantastic.<br />
<br />
So long as the flight, when I actually take it, lives up to the standards of the customer service team, Eastern Airways will leapfrog BA as my airline of choice.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com1tag:blogger.com,1999:blog-3667984752324216670.post-28200097674219664532012-08-26T16:16:00.000+01:002012-08-26T16:17:51.729+01:00Accounts production software<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">I look after accounts for friends and family, which includes three limited companies. That means I need professional accounts production software to help make sure I put everything in the right place and comply with the Companies Act 2006 and other rules and regulations.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">I used, quite happily, to use VT Accounts Production running on Parallels on my Mac. But when I switched PC-emulation software to VMWare, VT really didn't like that. It kept corrupting. And VT isn't supported on a Mac so there was no help available - but they were very good about giving me a refund.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">By then I had a PC at home - it's my husband's actually but he lets me use it :-) </span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">TaxCalc's Accounts Production software is very expensive for what it is (£499 + VAT), when you consider what VT and PTP cost. VT costs £150 + VAT per year and PTP only £99 + VAT a year. But I needed something urgently and I was able to download TaxCalc straight away. That initially worked sweet as a nut but then for some reason it decided it didn't want to behave. Support tried their best to fix it but after two attempts that didn't work, I lost patience and I asked for a refund - which I did get in the end.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">Now I'm using PTP, from IRIS. As I used to use the full range of IRIS software it felt blessedly familiar. I could even remember some of the account code numbers it uses.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">My only gripe was having to do 3 separate downloads to get this up and running - first .NET, then SQL, then finally PTP. It would have been much easier to run that all as one download. And it took three hours to run everything.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">Still, that's all safely loaded now, and I've done 2 and a half sets of accounts today - a half because I'm still waiting on a set of bank statements to do the current year's accounts, but I've been able to post up the prior year and notes.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">And I'm now looking to switch from TaxCalc to PTP tax software as well, I think. PTP is all integrated and that saves a bucketload of time and reduces the risk of error.</span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;">But right now, my brain's gone to sleep. I'd hoped to get this all done by lunchtime but the long downloads put the kibosh on that. I need a very large cup of tea. </span></span></span></h6>
<h6 class="uiStreamMessage" data-ft="{"type":1,"tn":"K"}">
<span style="font-size: small;">
</span><span class="messageBody" data-ft="{"type":3}" style="font-size: small;"><span class="userContent"><span style="font-weight: normal;"> </span></span></span></h6>
Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-16177353523794231352012-06-03T20:34:00.002+01:002012-06-03T20:34:27.395+01:00Why the BBC didn't make this customer happyI think the Queen is a truly remarkable lady and I was really looking forward to watching the Diamond Jubilee river pageant today. As well as the sheer spectacle and scale, I was looking forward to finding out more about the boats involved, their histories, their crews, and so forth - and also to hearing some of the music from the barges carrying choirs, orchestras and bands.<br />
<br />
I thought the BBC television coverage would provide that.<br />
<br />
How wrong I was.<br />
<br />
They kept showing the same kind of picture, aerial views of the man-powered boats, and hardly had any coverage of the historic ships. For example there was no mention at all of the "<a href="http://www.matthew.co.uk/">Matthew</a>" replica. The powered boats also only got a few shots in and very limited information. And even for the man-powered boats, they only gave tiny snippets of information about one or two of the vessels and their crews.<br />
<br />
And we didn't get to hear any of the music.<br />
<br />
The BBC even kept hopping back to studio shots.<br />
<br />
There was so much more they could have done with this afternoon's coverage - like more information about the different ships, identifying some of the lesser known Commonwealth countries' flags, playing excerpts from some of the music.<br />
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Instead the coverage came across as poorly researched and light on information - not at all what I would expect from the BBC.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-75693869663342389832012-05-08T18:20:00.003+01:002012-05-08T18:20:53.783+01:00Is David Cameron right?David Cameron famously <a href="http://www.telegraph.co.uk/news/politics/david-cameron/9249707/The-Coalition-risks-being-seen-as-a-bunch-of-accountants-warns-David-Cameron.html">said</a> he doesn't want the coalition to be seen as "a bunch of accountants".<br />
<br />
To my view that's a sad indictment of how much of the wider business community regards accountants. We're popularly viewed as reactive, regressive, backward-looking stuffed shirts who can't explain things in plain English to save our lives, don't want to know about anything resembling progress in the technological arena, charge astronomical fees that mount up every time the client calls, and are more of a necessary evil than anything else.<br />
<br />
That's a stereotype, but how far is it true?<br />
<br />
I attended a seminar last week given by <a href="http://www.avn.co.uk/">Steve Pipe</a>, who's a fantastically dynamic speaker and great advocate for proactivity amongst accountants. Steve's view is that:<br />
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"Accountancy is a noble profession, clients deserve nothing less than extraordinarily great service and accountants deserve great rewards".<br />
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I agree with that. But we can't deliver extraordinarily great service unless we stop looking in the rear-view mirror, give real-time practical advice in the moment by embracing <a href="http://www.freeagent.com/">technology</a>, stop spouting accounting-speak and learn to talk to clients in plain English. Say "trade debtors" to anyone who's neither an accountant nor a bookkeeper and their eyes will, quite rightly, glaze over. Try saying "customers who owe you money" instead. Bingo. Wasn't it Einstein who said that if you can't explain something simply, you don't understand it properly yourself?<br />
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Let's wake up and smell the coffee, and show David Cameron he's wrong!Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com1tag:blogger.com,1999:blog-3667984752324216670.post-90478788336689724122012-01-28T13:41:00.002+00:002012-01-28T13:46:14.218+00:00A gold star for Lands' EndI regularly buy clothing from <a href="http://www.landsend.co.uk/">Lands' End</a>, who sell excellent quality casual and smart casual wear.<br /><br />In the autumn I bought two pairs of leggings from them. Recently I noticed one pair had begun to come apart at the seams, so I posted that pair back to Lands' End and asked for a new pair and a refund of postage.<br /><br />That parcel went in the post on Monday.<br /><br />My new pair arrived today - Saturday. Less than a week later.<br /><br />With a refund of postage notification.<br /><br />What great service.<br /><br />We all make mistakes. Sooner or later every business sells a faulty stock line, or doesn't give tip-top service. But making a mistake is the perfect opportunity to "wow" a customer by putting it right.<br /><br />Lands' End just wowed me.<br /><br />That means I'm not only going to go back and buy from them again, but I'll recommend them as a great business to buy from.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com1tag:blogger.com,1999:blog-3667984752324216670.post-40099220787379552702011-11-13T15:11:00.003+00:002011-11-13T15:24:35.468+00:00White poppy for peace and respectForgive the off topic nature of this post, please folks - it's Remembrance Sunday and I'd like to share my reasons for wearing the <a href="http://www.ppu.org.uk/whitepoppy/index.html">white poppy</a> rather than a red one.<br /><br />My <a href="http://www.quaker.org.uk/">Quaker</a> faith includes a testimony to peace and nonviolence. But the nature of Quakerism is that nothing is forbidden or prescribed, and Quakers have no creeds. We all have to make our own choices.<br /><br />In the two World Wars, a lot of Quakers were conscientious objectors. Many served with the <a href="http://en.wikipedia.org/wiki/Friends%27_Ambulance_Unit">Friends' Ambulance Unit</a> to help care for battlefield casualties. But one or two fought. Robert Lawrence Smith, a lifelong Quaker, explains in his book "<a href="http://www.amazon.co.uk/Quaker-Wisdom-Living-Planet-Eagle/dp/0688172334/ref=sr_1_1?s=books&ie=UTF8&qid=1321197413&sr=1-1">A Quaker Book of Wisdom</a>" that he chose to fight in the American army during the Second World War because he felt that a lasting peace could not be built until the "unspeakable evil" of Nazism was removed.<br /><br />So I don't have to wear the white poppy because I happen to be a Quaker. It's a matter of choice.<br /><br />And I don't agree with those who say that to wear the white poppy is disrespectful to the armed forces and to those who've died in the service of their country.<br /><br />My white poppy shows that I wish to honour and respect the memory of all the servicemen and women, and civilians, worldwide, who've lost their lives in conflict - but that I deplore the fact that they had to do so.<br /><br />And for the same reason, through the year, I wear a white dove badge on my coat.<br /><br />Because "I will never know how men can see the wisdom in a war". - Chris de BurghMhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-87024924131638591202011-11-13T14:34:00.002+00:002011-11-13T14:43:17.157+00:00Talk to me, I'm a customer!Two shop-assistant incidents where a chance for a wow was missed.<br /><br />First - in the gi-normous Waterstone's store in Piccadilly, London. I went up to the counter with a new book to buy. There were no other customers queuing. The staff behind the counter had been chatting as I approached. Perfectly OK. But as one of them served me they continued their conversation, only speaking occasional words to me.<br /><br />I thought, "What do I have to do to make you pay attention to me? Wave a sign saying 'hello, I'm a customer'? Do a strip-tease in the middle of the shop?"<br /><br />That's one of my pet hates - shop assistants who talk to each other and ignore their customers. If they draw the customer into their conversation then great, but if they ignore the customer then they're ignoring the people who ultimately pay their wages. Not a good move!<br /><br />Then this morning, in Waitrose in Hexham, Matt and I were in the queue at the checkout behind a dear old gentleman on his own. He tried to engage the young female cashier in conversation. Nothing remotely creepy, just a friendly chat.<br /><br />She wasn't having any of it. She hardly spoke a word to him while she served him. And she hardly spoke a word to us either.<br /><br />For us - meh. We've got each other to talk to. But that gentleman might not see or speak to another human being for days on end. A friendly chat with a kind person at the checkout would make his week, never mind his day.<br /><br />Contrast that with the staff in every branch of Pret a Manger I've ever visited, who always talk to their customers, greet them in a friendly way, ask "How are you today?" and sound like they really do care about the answer.<br /><br />Customer service managers, please encourage your staff to talk to their customers!Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-16263108368072268922011-09-26T08:41:00.003+01:002011-11-13T14:34:02.070+00:00East Coast take the biscuit for dreadful serviceYork-Carlisle East Coast train yesterday afternoon, in First Class.<br /><br />Free tea, coffee and biscuits?<br /><br />Yes but...<br /><br />The two ladies pushing the tea trolley stopped just in front of me, where a black couple were sitting with three packets of biscuits on their table, presumably from earlier in the journey.<br /><br />"You can't take those off the train," barked one of the trolley ladies. "I'll take them now."<br /><br />And leaving all of us in the immediate vicinity speechless with horror, she scooped up the biscuits and trundled the trolley away.<br /><br />That's the most appalling service I've ever seen.<br /><br />The gentleman had paid for a First Class ticket. He'd paid, in essence, for those biscuits.<br /><br />And once given to him, they were his to eat exactly when he liked - on or off the train. She had absolutely no right to take them away.<br /><br />He did go and try to talk to her but she wouldn't listen to him.<br /><br />I won't be travelling East Coast again if I can possibly help it. I'll stick to Virgin, or go by plane, in future.<br /><br /><span style="font-weight: bold;">UPDATE</span>: East Coast say the team member has been "re-briefed on customer service and how to treat customers". Personally I'm not hugely impressed. I'll still avoid East Coast if I can.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-77819749242242220172011-09-12T08:10:00.003+01:002011-09-12T08:27:12.468+01:00Self-confidence vs arrogance: part 2Jim Connolly has published a great article, "<a href="http://jimsmarketingblog.com/2011/03/03/how-to-succeed-in-a-world-of-failing-small-businesses/">How to succeed in a world of failing small businesses</a>".<br /><br />And I think he's just exemplified the <a href="http://askm-videos.blogspot.com/2011/09/would-you-work-with-arrogant.html">difference</a> between self-confidence and arrogance.<br /><br />Self-confidence says: "I'm good at what I do. That doesn't mean I think I know everything. There's always more I can learn, from people in all fields including my own. My mind is open to new ideas because that's the best way I can help others succeed."<br /><br />Arrogance says: "I'm good at what I do, I know all I need to know, and I don't need anyone else telling me what to do or how to do it."<br /><br />People love to feel wanted and appreciated for their expertise, and to share it. That's why self-confident people draw others to them, and arrogance pushes others away. Who wants to feel like someone else is looking down on them and making them feel like the Dirty Rascal instead of the King of the Castle?<br /><br />Well not me for starters. That's why I steer clear of arrogant people.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-21482252497550701212011-09-10T13:04:00.005+01:002011-09-10T13:51:35.236+01:00Would you work with arrogant individuals?A comment on LinkedIn from <a href="http://www.linkedin.com/profile/view?id=18763212&authType=name&authToken=-vi6&goback=.nmp_*1_*1_*1_*1_*1_*1&trk=NUS_UNIU_SHARE-prfl">Michael Green</a> led me to Jon Daniels' article: <a href="http://www.jondaniels.co.uk/ten-reasons-why-i-am-successful-in-sales/">"Ten Traits of a Successful Salesman"</a>, subtitled "Ten Reasons Why I Am Successful in Sales".<br /><br />A lot of the subject matter of Jon Daniels' post resonates, and the advice given is very valid (believe in yourself, see opportunities where others see problems, take action to achieve your goals, be enthusiastic, be prepared to swim against the stream).<br /><br />But the "I'm the King of the Castle, look at me, aren't I wonderful" tone of the article, which I think the subtitle exemplifies, really rankled with me.<br /><br />He says:<br /><blockquote>On my first date with my now wife she thought I was arrogant. She soon understood that it was not arrogance, it was self-confidence.</blockquote>Hmm, it doesn't sound that way to me. Self-confidence and arrogance are two different things, and the tone of the article says to me "arrogance".<br /><br />Self-confidence and self-belief draw others to you. Arrogance pushes them away.<br /><br />The individuals I admire most in the business world are those successful folk who are conspicuously NOT arrogant. Michael Green himself is one. <a href="http://www.linkedin.com/profile/view?id=18772422&authType=name&authToken=I1ra&goback=.con">Emma Jones</a> is another.<br /><br />People who have achieved, and do achieve, a great deal in their business careers, but don't put potential contacts off working with them by bleating about how wonderful they are. Instead they use their talents and expertise to help others, through <a href="http://startupbritaintour.blogspot.com/2011/08/startup-britain-summer-bus-tour.html">initiatives</a>, and <a href="http://enterprisenation.com/">advice</a> that is well-received - because it is delivered in a way that's confident but not arrogant.<br /><br />To quote from one of my favourite childhood books, "Little Women" by Louisa M. Alcott:<br /><blockquote>"Conceit spoils the finest genius... [Talents] are always seen and felt in a person's manner and conversation, if modestly used; but it is not necessary to display them," said Mrs. March.<br />"Any more than it's proper to wear all your bonnets and gowns and ribbons at once, that folks may know you've got them," added Jo; and the lecture ended in a laugh.<br /></blockquote>While Jon Daniels' advice may be excellent, the tone of his article would make me think more than twice before working with him, or buying from him.<br /><br />Do arrogant salespeople make you want to buy from them? Do arrogant people make you want to work with them? Or do they make you think "buzz off"?Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com2tag:blogger.com,1999:blog-3667984752324216670.post-26170084069286074672011-07-03T17:08:00.003+01:002011-07-03T17:35:04.779+01:00The world is shrinkingThis is a bit off topic, but it's been something I've been thinking about for a while now.<br /><br />I've heard for years that the world is shrinking, without realising at first-hand just how true this is.<br /><br />When the only ways of transporting people or messages were powered by horses or the wind, fifty miles was a long way. If a friend or family member emigrated, voluntarily or involuntarily, it'd be very likely you'd never know what became of them. And trading with foreign countries was an expensive, long-drawn-out and very risky business.<br /><br />Now, the wonders of electronic communication mean the world really has shrunk. Even if you can't talk to someone face to face (which I still believe is by far the best way to build and maintain a relationship, personal or business), you can keep in touch with them online until you see them again.<br /><br />Every week I talk to my parents in Wales from my home in Cumbria, and see them as well, all without paying a penny, thanks to Skype video calls. ("It's like science fiction" says my 72-year-old dad.)<br /><br />I can have an e-mail conversation with a friend who's just gone out to Bangkok as easily as I could before he left the UK.<br /><br />A fellow accountant in the US e-mailed to ask me what it's like to set up your own business in your spare time, and how to charge your clients when you do that. I e-mailed him back to tell him. Without e-mail and the web he'd never have even known I exist.<br /><br />And it's as easy for us at <a href="http://www.freeagentcentral.com">FreeAgent</a> to sell our online accounting software service to overseas customers as to UK-based customers.<br /><br />There's a world out there. And it's extremely exciting.Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-25745816702208432062011-06-11T20:35:00.003+01:002011-06-11T20:41:27.917+01:00Good service from HM Revenue!How often does anyone say "That was good service from HM Revenue"?<br /><br />I'm going to - and please don't summon the men in white coats!<br /><br />I'd been struggling to <a href="http://www.hmrc.gov.uk/online/new.htm">register</a> my company, Home Business Accountant Ltd, for online filing for corporation tax. That's now compulsory. But every time I tried to register, I got an error message saying "either your details are incorrect or you're already registered".<br /><br />I knew my details were correct. And I knew my company wasn't already registered.<br /><br />Phoning the helpline left me listening to a series of recorded messages as I navigated a push-button phone system. And then at the end of them was another recorded message saying, "I'm sorry, we're really busy at the moment, we can't take your call, please ring back later".<br /><br />They do have an e-mail helpline though. So I fired an e-mail off to them - and quite honestly wasn't holding my breath for an answer.<br /><br />Then today, 2.24pm, in popped a message saying "<span style="font-weight: bold; font-style: italic;">Leave the trailing 0 off the start of your company registration number</span>".<br /><br />A sensible, practical solution... would it work? I tried it and... bingo!<br /><br />Just a pity it took them nearly a week to answer my e-mail, but hey, they answered on a Saturday and solved my problem!<br /><br />Thank you, HM Revenue!<br /><br />And to anyone else who's trying to register for corporation tax online filing... leave the first 0 off your company registration number!!Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-18322508638696102412011-03-11T16:24:00.002+00:002011-03-11T16:37:55.456+00:00The power of the little words<div><a href="http://positivesharing.com/">Happiness</a> is infectious. If you make someone else happy, you'll make yourself happy too.</div><div><br /></div><div>Mark Lee <a href="http://www.bookmarklee.co.uk/2011/03/11/have-you-ever-written-to-a-client-and-said-thank-you/">tells</a> how an accountant made his/her client's day by writing to that client to thank them for being such a great client.</div><div><br /></div><div>Everyone loves a pat on the back. Just think how bucked you felt the last time someone whose opinion you value wrote you a recommendation on LinkedIn.</div><div><br /></div><div>But it doesn't have to take the form of even that many words to brighten someone's day.</div><div><br /></div><div>Try the effect of these few little words:</div><div><br /></div><div>"Thank you."</div><div>"Well done."</div><div>"Good luck."</div><div><br /></div><div>Look into the person's eyes as you say it, if you can (obviously you can't do that if you're Tweeting them), and watch their whole face light up as they smile.</div><div><br /></div><div>It'll brighten up your day.</div><div><br /></div><div>Twitter is a great vehicle for that. Thank someone for RT'ing you. Wish someone good luck. I was in the hot seat for an accounting <a href="http://bitsythis.com/groups/events/forum/topic/qa-with-plain-speaking-accountant-emily-coltman/">webchat</a> at the end of January and I will admit to having had presenter's nerves that morning. A tweet arrived from my mentor to wish me luck, my confidence levels shot up and suddenly I felt "yes, I can do this". And no, I didn't forget to tweet back to thank him!</div><div><br /></div><div>One of my other favourite techniques is, if I've received good service in a store, to ask to see the manager and pass on my thanks to the individual who served me. That not only brings huge smiles to both their faces, but I always walk out feeling very happy. And I know that some chains reward staff who are thanked by customers, so you could be earning them some vouchers too!</div><div><br /></div><div>The little words can be so powerful!</div>Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0tag:blogger.com,1999:blog-3667984752324216670.post-68125293320044643622010-11-28T12:00:00.003+00:002010-11-28T12:16:02.290+00:00Trust me, I'm a customerEarlier this year I read a great book by Stephen M. R. Covey called "<a href="http://www.amazon.co.uk/Speed-Trust-Thing-Changes-Everything/dp/0743295609/ref=sr_1_1?ie=UTF8&qid=1290945701&sr=8-1">The Speed of Trust</a>".<div><br /></div><div>This deals mainly with how if you trust your employees, they will work smarter for you, relationships grow more quickly and the whole company becomes more productive.</div><div><br /></div><div>I think this principle also applies to customers. If you trust your customers, they will be loyal and come back to buy from you again.</div><div><br /></div><div>I always buy a lot of my Christmas presents from <a href="http://www.lakeland.co.uk/">Lakeland</a>. Their products are excellent quality and because they're based in Cumbria, I can get local food goodies from there too. Cumbria does have some lovely local foods (think <a href="http://www.sharrowbay.co.uk/">Sharrow Bay</a> sticky toffee pudding, or fudge and toffee from <a href="http://www.thetoffeeshop.co.uk/">The Toffee Shop in Penrith</a>) which make fantastic gifts for friends and family.</div><div><br /></div><div>Yesterday morning I sat down to unpack my box of Lakeland Christmas gifts and found that two of them had become dented in transit, so couldn't be given as gifts.</div><div><br /></div><div>They'd put a note in the box to explain what to do if you wanted a refund or exchange - ring their helpline.</div><div><br /></div><div>The very helpful lady on the other end said she would send me replacements straight away and please to donate the damaged goods to "a charity or good cause of your choice".</div><div><br /></div><div>Never mind "send them back so we can verify they're really damaged". Never mind "send them back and we'll give them to charity". She trusted that the goods really were damaged. She believed me when I told her so. And she trusted me to give them to charity rather than keep them.</div><div><br /></div><div>Not only does that make the whole process faster, because I didn't have to post back the damaged goods and wait on two lots of posting for new ones, but that trust means I'll be even more likely to buy my Christmas presents from Lakeland again next year.</div><div><br /></div><div>Of course there will always be the odd rotten apple in the barrel, the employee who abuses your trust by taking sick leave to take his cat to the vet (no joking, I knew someone who did that), or the customer who keeps a dented box of chocolates or rings up pretending his goods are damaged just to get a new set.</div><div><br /></div><div>But I would imagine that the extra customer loyalty Lakeland earn by trusting their customers means their repeat sales to these customers vastly outweigh any losses caused by dishonest customers.</div><div><br /></div><div><a href="http://www.paddilund.com/content/view.asp?">Paddi Lund</a>'s Tower of Trust model has as one of its building blocks "Demonstrate Trusting". Lakeland just did that beautifully.</div>Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com4tag:blogger.com,1999:blog-3667984752324216670.post-74676446506019661212010-10-25T17:46:00.003+01:002010-10-25T17:55:13.511+01:00Business class on the train?Another musing from a Virgin Train.<br /><br />During this busy holiday period, as the trains fill with travelling families enjoying their half-term break, I'm wondering if it's time for the train companies to go back to having three different classes and have a business class, like long-distance airlines do.<br /><br />One or more carriages on long-distance trains would be designated business class coaches and it'd cost a premium to sit there, though not as much as first class.<div><br /></div><div>These coaches would have a few soundproofed booths from which businesspeople could make calls on their mobile phones. The rest of the coach would be "quiet" with no use of mobile phones allowed, enabling businesspeople to work or read in peace.</div><div><br /></div><div>And "quiet" would mean "quiet". So families, stag and hen parties, and other "noisy" groups wouldn't be allowed to sit in business class (unless the alternative was sitting in the corridor because the train was packed to the rafters - but business class would be "declassified" officially in these situations, as first class is).</div><div><br /></div><div>At-seat tea and coffee would be served, but it would cost, not be free as it is in first class.</div><div><br /></div><div>And the WiFi service would be cheaper than in standard class, but again, not free.</div><div><br /></div><div>I wonder... will any train companies think of doing that? I would certainly pay extra to travel in those conditions.</div><div><br /></div><div>And while they're at it, the train companies could put on a family coach too. Maybe even with space for children to play, and at-seat TVs.</div><div><br /></div><div><br /></div>Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com1tag:blogger.com,1999:blog-3667984752324216670.post-60386961863596540322010-10-06T09:21:00.002+01:002010-10-06T09:31:41.875+01:00Martin Leuw says "if PAYE ain't broke don't fix it"I attended <a href="http://www.irisnews.co.uk/irisworld/index.php">IRIS World 2010</a> in London yesterday and was introduced to Martin Leuw, CEO of IRIS.<div><br /></div><div>Martin recently wrote a piece for The Independent, "<a href="http://www.independent.co.uk/news/business/sme/soapbox-the-coalition-needs-to-cut-red-tape-and-fast-2090788.html">The coalition needs to cut red-tape and fast</a>", saying that both employment law and health and safety law need to be made simpler, because they put small businesses off hiring employees.</div><div><br /></div><div>I couldn't agree more with that. I help look after HR at <a href="http://www.freeagentcentral.com">FreeAgent</a> and while I can see why it's important to have a first aid box in the office and send several members of staff to learn first aid (my parents both owe their lives to trained first aiders), I can't see why it was necessary to buy a big shiny poster about health and safety law and Blu-Tack it up in the office. Surely it would have been enough, and far more environmentally friendly, to send round a link to the health and safety website for staff to read?</div><div><br /></div><div>But the nub of Martin's piece, for me, is his concern about proposed plans to devolve the responsibility for running payroll to HM Revenue.</div><div><br /></div><div>I run FreeAgent's payroll. It is my responsibility to make sure everyone takes home the right amount of money each month. I relish that. In my days in practice I saw just what a hash HM Revenue can make of things. I'm blessed if I want them getting their grubby little paws on running our payroll. And I'm sure I'm not the only payroll queen/king who feels like that.</div><div><br /></div><div>Besides which, HM Revenue have enough to do, recovering all these billions of pounds in unpaid taxes that we keep hearing about.</div><div><br /></div><div>So I agree with Martin on all counts. Simplify the system but don't mess with what already works! Please!</div>Mhttp://www.blogger.com/profile/14758914366419054434noreply@blogger.com0