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Volume 6 - November 2016
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Managing Expectations

By: Dave Squires, President, November 23, 2016

Taking your customer satisfaction through the roof by understanding why people threw 'tantrums' after the election!

If you have never received a bad online review, or feel 'political correctness' is a virtue, this article probably isn't for you.

As part of our service, we do our best to help protect the online reputation of our clients. Having helped to craft responses for many clients who needed assistance replying to "unfair" reviews, it becomes pretty apparent that the one thing that all bad reviews have in common is that from both the contractor's and their client's perspective, they both feel the situation is unfair. This is a lot like the election, where the 'blue' half of the nation is angry, saying the results are unfair, and the 'red' half is angry since it's unfair that they have to listen to those who lost whine, malign, and throw tantrums. (OK… so color me red) Unfortunately, this is not the type of 'common ground' that makes finding an amicable resolution attainable.

Spotlight

Get to Know Our Staff!

We pride ourselves on getting to know our clients and build relationships with you. We invite you to do the same! Get to know the staff here at Online-Access with our Featured Employee Spotlight section.
Josie B.
Customer Support
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Welcome

Welcome our newest customers to Online-Access. We are excited to have you as part of our family!
 
Bass Mechanical
 
Breen & Sullivan
 
Courtney's Heating & Cooling
 
Flo-Rite Mechanical
 

I'm Not My Customer

By: Mitch Ortenburg, SEO Specialist, November 23, 2016

Say it with me… "I. Am. Not. My. Customer."

I want to let you know, I put a great deal of thought into whether or not I would write this article because, being honest, who likes to be told they're wrong? I know I don't*. But the hunting season gave me some inspiration so, here it goes… Do know what you're aiming at?

I am a self-confessed nerd and I aspire to be Tim "The Toolman" Taylor. Yes, I'm your ideal customer (ha!). I have a treasure trove of experience at my disposal, being that we're partners with a heating, cooling & plumbing company, but I got a wi-fi thermostat myself and attempted to run a 'c-wire' so my unit would have full time voltage. At the end of the day, my humidifier didn't work and I could've gotten a rebate on the thermostat if I just did what I should have from the get go*. I would have been better off talking to my boss who has 40+ years of experience and holds a mechanical license versus my "license to Google" – I thought I knew what I was doing. You could take it a step further and say that I thought I knew better.

You could be me!.. Don't be me.

You see, I have had many conversations with contractors asking me "why don't I come up for HVAC Repair?" Another example, "I want to my website to look like (example)." To these I reply, "okay, I understand why you want that… but here's why that's not in your best interest". I think you see where I'm going with this here.

There is a quote famously attributed to Henry Ford that goes, "If I had asked people what they wanted, they would have said faster horses." When you

Are You being 'Had' by Your Registrar?

By: Kerry Darden, Marketing and Administrative Support Specialist, November 23, 2016

Real world perspective on optional domain services

When it comes to domain services available through registrars, it's smart to know what each does and what your real need is for any service before purchasing it. Registrars are happy to sell you every service you will buy. And, while most people can see the silliness in buying a raincoat for a duck, many aren't so sure when it comes to judging the need for protection and privatization services for their domain.

Domain Protection aka Protected Registration

Normally, keeping your domain locked (unless you are taking steps to transfer it) is all you need to keep it secure so long as you aren't careless with the login and password to your registrar account. That's just common sense. Nevertheless, on rare occasion a story pops up about a highly-desirable domain being stolen out of a hacked registrar account. To help prevent such theft, registrars began selling extra layers of domain protection that, in our 16+ years of experience, isn't necessary any more than Michigan homeowners need hurricane insurance. If you do choose to subscribe, however, be aware that these services are designed to make it more difficult for even you to move your domain to another registrar should you choose to, especially if shortly before it expires, a time when domain transfer frequently takes place.

One of our customers, who would otherwise have had plenty of time to transfer his domain before it expired had he not bought this extra protection, was stuck having to pay the registrar he wanted to leave for another year's domain registration AND another year for the protection service to which he had subscribed. Why? Because it was
 
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