Roughstock Roundup: April 2007
April's Roundup may be a day late but it sure isn't short on content. We've had such an action-packed month that we can't even pack it into one newsletter. In fact, the newsletter itself is one of the reasons we're late getting it out - as you can see, we've switched to a new service (secure and purdy!), that will eventually give us more control over the look and functionality of this baby (but we've had some design hiccups in the process). So look for some exciting announcements coming up in May! In the meantime, I'd like to share some pretty exciting projects and useful tips with you...
Take My Money, Please!
It sounds like a bad Henny Youngman joke, but making it difficult for your customers to pay you isn't funny. For the customer, believe it or not, it's downright frustrating. I had an experience recently that brought this point home to me and left me shaking my head (and keeping my wallet closed). As the author of two blogs, Small Failures and Bar Stories, I need to track my visitor statistics so I know if I'm being read or not (thankfully, I am). I use a wonderful free service called StatCounter for this. Several months ago I tried to upgrade my account to their paid service (I didn't actually need the added value service, but I wanted to support them). Clicking the "Upgrade" link on their website didn't work. I dutifully clicked on every link possible to get me to the page where I fill in my credit card information, but the page just wouldn't load. What did I do? You guessed it - I gave up. No money for StatCounter from a willing customer!
Jump ahead to a couple of weeks ago and repeat the entire process. Only this time, when the links still refused to work, I contacted them. I got a quick response from tech support, who reported that they were aware of the problem and very kindly (smiley faces and all) suggested a solution: I could use a different browser or pay annually (instead of the monthly payments I wanted to make). So instead of fixing the problem they were already aware of, they put the onus on the customer to make it right. The upshot? I'm now in no hurry to upgrade my account.
Now, loyal customer that I am, I still wholeheartedly recommend StatCounter—they offer a great service and they're very friendly folks (even going so far as to offer their service for free). But unfortunately for them, they managed to leave money on the table by making me jump through too many hoops. How about you? Where can you make it easier for your customers to give you money? Maybe it's as simple as streamlining your ordering process, fixing a technical issue, or simply listening to your customers' complaints (not that you get any complaints). But in the end, your customers will thank and so will your cash flow.
The Sustainable Studio Launches
One of Roughstock's core values is to help foster sustainability as best we can, which is why I am particularly proud to announce that the Business of Design Online (BoDo) has just launched my new column, "The Sustainable Studio." The monthly column is written for design professionals, and explores both the underpinnings and the practicalities of sustainability as it pertains to their offices, their work, their clients and their communities. The column will be a rhetoric free zone, intended to bring my fellow designers into this essential discussion.
Client Focus: Vista Clara Films
Keeping within the theme of sustainability, I'd like to extend a huge congratulations to Jay Wood, whose film Crude Impact explores our global dependence on oil and the ramifications (and potential solutions) that lie ahead for all of us.
Roughstock created the logo, DVD packaging and marketing materials for the documentary, which has been making waves and winning awards almost everywhere it's screened. If you thought An Inconvenient Truth was good, you'll be blown away by the depth and storytelling of Crude Impact.
Roughstock Gets Some Creative Latitude
Roughstock is now a proud member of Creative Latitude, a worldwide community that unites various creative disciplines for collective promotion, education and ethical business practice. We're happy to be among such very good company.
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Although there's plenty more to share, I'll have to save it until next month (okay, the end of this month!). As always, I love feedback, opinions, questions and comments; so feel free to get in touch anytime!
Best,
Jess Sand
Principal
Take My Money, Please!
It sounds like a bad Henny Youngman joke, but making it difficult for your customers to pay you isn't funny. For the customer, believe it or not, it's downright frustrating. I had an experience recently that brought this point home to me and left me shaking my head (and keeping my wallet closed). As the author of two blogs, Small Failures and Bar Stories, I need to track my visitor statistics so I know if I'm being read or not (thankfully, I am). I use a wonderful free service called StatCounter for this. Several months ago I tried to upgrade my account to their paid service (I didn't actually need the added value service, but I wanted to support them). Clicking the "Upgrade" link on their website didn't work. I dutifully clicked on every link possible to get me to the page where I fill in my credit card information, but the page just wouldn't load. What did I do? You guessed it - I gave up. No money for StatCounter from a willing customer!Jump ahead to a couple of weeks ago and repeat the entire process. Only this time, when the links still refused to work, I contacted them. I got a quick response from tech support, who reported that they were aware of the problem and very kindly (smiley faces and all) suggested a solution: I could use a different browser or pay annually (instead of the monthly payments I wanted to make). So instead of fixing the problem they were already aware of, they put the onus on the customer to make it right. The upshot? I'm now in no hurry to upgrade my account.
Now, loyal customer that I am, I still wholeheartedly recommend StatCounter—they offer a great service and they're very friendly folks (even going so far as to offer their service for free). But unfortunately for them, they managed to leave money on the table by making me jump through too many hoops. How about you? Where can you make it easier for your customers to give you money? Maybe it's as simple as streamlining your ordering process, fixing a technical issue, or simply listening to your customers' complaints (not that you get any complaints). But in the end, your customers will thank and so will your cash flow.
The Sustainable Studio Launches
One of Roughstock's core values is to help foster sustainability as best we can, which is why I am particularly proud to announce that the Business of Design Online (BoDo) has just launched my new column, "The Sustainable Studio." The monthly column is written for design professionals, and explores both the underpinnings and the practicalities of sustainability as it pertains to their offices, their work, their clients and their communities. The column will be a rhetoric free zone, intended to bring my fellow designers into this essential discussion.Client Focus: Vista Clara Films
Keeping within the theme of sustainability, I'd like to extend a huge congratulations to Jay Wood, whose film Crude Impact explores our global dependence on oil and the ramifications (and potential solutions) that lie ahead for all of us.Roughstock created the logo, DVD packaging and marketing materials for the documentary, which has been making waves and winning awards almost everywhere it's screened. If you thought An Inconvenient Truth was good, you'll be blown away by the depth and storytelling of Crude Impact.
Roughstock Gets Some Creative Latitude
Roughstock is now a proud member of Creative Latitude, a worldwide community that unites various creative disciplines for collective promotion, education and ethical business practice. We're happy to be among such very good company.---
Although there's plenty more to share, I'll have to save it until next month (okay, the end of this month!). As always, I love feedback, opinions, questions and comments; so feel free to get in touch anytime!
Best,
Jess Sand
Principal
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