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Customer Service
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Looking For A Courier In New York?
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A brief article to explain the different types of courier services available in New York City and the Tri-State area of New York, New Jersey and Connecticut
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The Secret To Building Customer Loyalty (Customer Testimonial)
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This past spring I was reading an article about customer retention and how to figure out the LTV (life-time-value) of loyal customers. Being in the ultra-competitive financial planning industry, I was hoping to find ways to satisfy my customers beyond just making smart decisions with their assets. The article made a strong point that it is important to make your customers feel that you are thinking about them even when you aren't necessarily working on their portfolio. I started thinking to myself, "What can I do to make my clients feel valued?"
I came to the conclusion that letting my clients know how much I value their business would not be as hard as I thought if I just made a point to get them small gifts and cards on their birthdays and on holidays. The question I then asked myself was how much time will I spend personalizing and mailing out these gifts to my client base that is now approaching 200? Isn't there a more efficient and cost effective way to get this done and still achieve the same results?
So I did some searching online and found the answer is yes. I came across a business called The Birthday Company based in Coralville, Iowa that specializes in corporate gift delivery services. I went to their website www(dot)birthdayco(dot)com and after signing up for an account (which is free) I was able to solve my problem.
Once I created my account on the website, they sent me a free sample and in four days I received a beautifully personalized card as well as a tasty gift. At this point I was sold so I simply emailed a spreadsheet containing the names, addresses, and birthdays of my clients, which they entered into my password protected account for me (also free). Then I selected an account budget between $2.95 and $29.95 per client mailing. I am now able to sign into my account to view and make changes to my client list, like addresses, gift/price categories, add/delete clients. I can even personalize greetings for my entire list or for specific clients.
The Birthday Company now sends all of my customers a personalized card and gift on their birthdays. The gifts are randomly selected from gourmet chocolates, specialty candies, fancy brittles, toffees and Starbucks Cards and are automatically rotated so the customer will never receive the same gift twice. They also rotate dozens of greeting card designs so that even my clients in the same household (husband & wife) will get different birthday cards. The best part is the envelopes are personalized with my return address so it appears I took the time to send them myself!
I think I am starting to figure out this customer retention idea. Over the past six months, I've noticed the referrals from current clients has nearly doubled, allowing me to finally scale back on the time consuming and expensive investor seminars, print advertising and radio spots I had been doing for several years. Please don't get me wrong, I think these strategies are extremely important for someone trying to break into this crazy business, but after five years and a solid client base, I'm finding it's much easier to convince someone they need my services when they're a referral than it is to convince a stranger.
My next step is to try out the holiday, anniversary, and thank you mailings The Birthday Company offers to their customers. If it works as well as the birthday mailings have, maybe I'll be able to rely on just referrals to build my business from here on. Wish me luck.
Thank you Birthday Company!
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The “Oracle” And The Intoxilyzer: DWI/DUI Source Code Defense
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In the Kingdom of Nod, a villager’s fate hangs in the balance as wise men huddle around the oracle. The oracle will decide his fate. The penalties exacted may be severe: freedom or servitude; the forfeiture of his worldly possessions; the payment of punitive tariffs; or a prohibition against travel. But the Oracle is all seeing and all knowing, able neatly discern guilt or innocence from only a puff of the villager’s breath. Its’ extraordinary powers belie its unremarkable visage. Dark, square and mysterious, its inner workings were unknown to all except the wizard that presented it to the Kingdom. Wizard Seeim Eye promised that the oracle used powerful magic unrivaled in all of the world. It was, based on those pronouncements, that the King decreed the oracle faultless and its pronunciations absolute.
Given a cue, the villager puffs upon the oracle. Lights dance across its façade and its magic is clear to see. Within moments, its mysterious evaluation has concluded and its decision presented on a scroll to the wise men at its periphery. “Guilty.” No further questions need be asked as the villager is escorted from the room to await his sentencing.
The legal system in the Kingdom of Nod sounds pretty frightful, doesn’t it? While it may seem like a fanciful story, the paragraph above describes precisely how our own legal system works in it treatment of DWI/DUI cases. The cases often hinge on our own modern day “oracle”, the Intoxilyzer 5000. The Intoxilyzer 5000 is manufactured by its own wizard, a company called CMI, Inc. Its makers promise that the machine is, in fact, accurate. It is based on that assessment that States enacted legislation or had defining case law determine that the results of the intoxilyzer 5000 must be presumed accurate. In Wisconsin the Intoxilyzer 5000 is an approved method of testing pursuant to § 343.305(6)(b), Stats., and Wis. Adm. Code § Trans 311.04, and it is generally afforded a presumption of accuracy and reliability, see State v. Disch,, 119 Wis.2d 461, 475, 351 N.W.2d 492, 499 (1984); State v. Busch , 217 Wis.2d 429, 442-43, 576 N.W.2d 904, 909 (1998); In Minnesota, the intoxilyzer 5000 is presumed reliable if the proper procedure was used in running the test. State v. Dille, 258 N.W.2d 565, 567 (Minn. 1977) (citations omitted); see Tate v. Comm’r of Pub. Safety, 356 N.W.2d 766, 767-68 (Minn. App. 1984). This essentially shifts the burden of proof in a DWI/DUI case from the state to the driver to prove that the Intoxilyzer 5000 is in error. It is for that reason that many states having ongoing DWI/DUI litigation related to the source code of the Intoxilyzer 5000.
Before the source code, can be discussed, a brief and simplistic explanation of our “oracle” - the Intoxilyzer 5000 - is necessary. The Intoxilyzer 5000 is a machine with a complex set of functions. It is a computerized system that has a tube attached on one end for receiving breath samples, and a printer attached to the other end to record results. A driver breathes into the tube, the sample swirls around inside a chamber in the box, and the printer then displays the test results. Presumably what occurs is that the machine accepts a sample of air from a user and chambers that air. It then beams infrared light through the holding chambers where sensors on the other side of the chamber determine how much absorption of certain waves of infrared light has occurred. Based on that data, an analysis is made to determine the amount of alcohol contained in the sample to absorb that amount of light. Further mathematical calculations are done to determine the amount of alcohol in the underlying tissues in the lungs with respect to the determination of the amount of alcohol in the alveolar air.
The “source code, a computer program, is a coded set of instructions that control every mechanical function of the intoxilyzer 5000. That is true whether it is an instruction to turn the machine on, make the fan operate, or to make analytical analysis such as the rate at which alcohol absorbs infrared light and the mathematical formula comparing alcohol content in alveolar (“deep lung”) air to the blood alcohol content in the tissues below. As a result, in order to understand the inner workings of the Intoxilyzer 5000, it is necessary to have a copy of the source code and to have it independently tested for accuracy.
As a direct result, in many states, Minnesota included, defense attorneys have filed Motions seeking to compel disclosure of the source code for the Intoxilyzer 5000. The state does not have access to the source code and, when it is requested from the manufacturer, CMI, they are told it is a trade secret and that it will not be provided. In other words, nobody actually knows what goes on inside this machine except those who have viewed (or written) the source code. Yet, under law, everyone in the legal system must assume that the result is accurate and, to a great degree, indisputable. In other words, the response by CMI is the equivalent of saying – “trust us, it works.” Unfortunately, when “trust” results in the guilt or innocence of citizens, it is not so easily given.
That is particularly true when every computer owner knows, machines are subject to failures. The failure could be because of an incorrect code, a corrupted code or even subject to human error or human mischief. In short, machines are not perfect and the humans that program them are not perfect. What is particularly vexing is that the Intoxilyzer 5000 uses a microchip that is likely much less sophisticated than the one being used by your home computer. The testing process for a breath sample by the Intoxilyzer is run by a Z80 Microprocessor that utilizes an EPROM for program memory and handles all operator commands and interface devices. Simply put, this is not cutting edge technology. The Z90 microprocessor predates the original IMB PC. In fact, it was used back in the day for the Atari video game Pong. Your remember “Pong,” a game with all the complexity of two paddles and an electronic ball to bounce between the two. (See, www(dot)pchistory(dot)org)
The argument that a driver must have access to the source code in order to effectively challenge the results of a breath test appear to be gaining steam. In Minnesota, the state itself has sued that manufacturer of the Intoxilyzer 5000, CMI, Inc., arguing that based on its contract with CMI the state is the actual owner of the source code copyright. In suing CMI, the state of Minnesota avers that it owns the intangible copyright to this source code and demands, inter alia, specific performance of its contract and its right to possess (and copy) a tangible version of the intangible, intellectual property that the state contracted and paid for. The issue regarding the disclosure of the Source code as part of a DWI/DUI case in Minnesota is proceeding to the State Supreme Court in the case of State v. Underdahl and will be heard later this year in 2008. Ultimately, the result may provided those accused of DWI offenses in that state with some ammunition to challenge the results of the modern day “oracle” - the intoxilyzer 5000. Until the matter is decided, Motions seeking to compel disclosure of the source code or suppress the breath test result, remain an important and viable part of the DWI defense arsenal. Such motions should be considered in each case.
Attorney Maury D. Beaulier is recognized as a leader in DWI and criminal defense in Minnesota and Wisconsin. A frequent lecturer on defense issues, Mr. Beauler can be reached from his website at http://www.dwicounsel.com where you may Ask-A-Lawyer your DWI questions online or seek a FREE case review.
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Temporary Jobs? Integrity Staffing is the Solution
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Is unemployment running out? Are your cash reserves getting low? Don't want to commit to a permanent position? Consider a temporary job to help pay the bills. Temporary agency positions are available in just about every career field and location. In many cases, you can apply online to the temp agency of your choice.
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Role of customer service in success of business
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This article defines the role of customer service and its significance in the success of a business enterprise.
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