Changing Lanes is NOT a Bowling Alley
By Linda Fayerweather

This is a cautionary tale about information and how easily we can lose control over our brand/image/name. Cautionary from the viewpoint that if we put "noise, comments, images" on the internet - redacting, changing and correcting can be a long process. Even when you didn't do it! So, beware what you post, others post about you and your business and even what your paid advertising is posting about you. Solution - still in the works.

From 2000-2004, Changing Lanes paid for a yellow page listing under the heading "Business Consultants". Now, I know that yellow pages is generic for business directories, but this was the book that was part of our telephone service from AT&T. We would be listed alphabetically by our business name along with the category listing. When we first got this listing, if someone thought they wanted to find our number in the book, they would go to "C" for Changing Lanes and NOT find us.

Why? Because, AT&T felt strongly that out business name was Lanes, Changing - you know, like Chemical, Sun; or Corning, Owens; or Nobles, Barnes. Right?

The Customer Contact (service is not a word I'd use) person said that it would be corrected when we renewed our service the following year and they would give us 6 months financial credit towards the renewal because it wasn't their fault, it was ours because we agreed our business name was two words. The following year, when reviewing our listing under "Business Consultants" it was NOT there because we were now under Funeral Consultants. Now, I know that growing a small business is risky, but really, funeral consultants? At this point, we did not renew our yearly hassle of having a listing in the yellow pages sponsored by AT&T.

I'd like to think that it stopped there, but sometime in 2005, we started getting calls asking when we had open bowling. Of course, we politely informed these callers that we were not a bowling alley and started asking where they found this listing. Well, it was everywhere on the internet. Even though we had claimed many of our internet listings, some, no matter how often we changed them, information from the original source is always re-added.

After much frustration, I, Linda, spent one afternoon ferreting all these listings out and found that most went back to AT&T Yellow Pages online. I eventually talked with someone that said it would take several months but it would happen. MapQuest was one of these locations that even though I could change/claim our business, I could not change the bowling alley designation because it was Yellow Pages that gave MapQuest the information.

Well, last week, we got the below email - but don't get to excited because - we are still a bowling alley and although they list the business consultant part, too, the only thing that we cannot change on the edit dashboard at MapQuest is bowling alley. MapQuest can't change it because it is provided by AT&T. Any suggestions would be greatly appreciated. Changing Lanes MapQuest Listing

____________________

Your Listing Is Now Live on MapQuest!
Congratulations! Your listing for Changing Lanes LLC is now live on MapQuest.

Small business is small, and all we can do is vote with our dollars, so even though AT&T may have a superior cable service or phone service, my experience with them on this simple issue has clouded my view of their world. I'm just glad it was only a bowling center and at least now there are other designations on our MapQuest category listing.

Give us your thoughts on fixing a recurring issue or maybe the likelihood of Maumee, Ohio needing another Bowling Alley?

--
Linda L. Fayerweather, MBA EA
Changing Lanes LLC
www.ChangingLanes.biz
Helping businesses build the asset of their dreams since 1986
419.897.0528

Happy Client Survey
By Jeff Mendelsohn

This past month I've talked to several potential clients about a new website and other services. They all had a common theme, they were all unhappy with their current web providers. When we talked about what my company could do for them it became apparent that their web designers:

• Weren't listening to what their client wanted.
• Weren't doing what the clients ask for in a timely manor.
• Weren't able but mostly weren't willing to learn new things to provide what their clients wanted.
• Would say "No, it can't be done".
• Were creating unnecessary work to bill for.
• Weren't talking to their clients or bringing them new ideas on how to make more money.
• Weren't asking their clients if they are actually happy with their service.

This list goes on but you get the point. The sad thing is everything I just said is easily fixed but because the other web designers didn't try to fix any thing my company gained some clients. It got me thinking... How can you as a business owner make sure your clients are happy and that you are doing everything you can for them? Easy. Why not create a survey that you ask yourself and your client? Here are a few example questions.

1. Am I providing a service or product that will help a my customer make more money?
2. Am I providing said service or product in the most efficient way possible?
3. Are there any ways to improve my service or product?
4. Are there any other skills I can learn to help my customers even more?
5. Am I completing the service or product in a timely fashion?
6. Have I just talked to my client to see how their business is going and if there is any thing else I could possibly do?
7. Is my client actually happy with my service or product?

These questions should be asked in person. Maybe take your client out for coffee or a beer. By asking these questions it will show that you care not only about your client and their business but about providing the best possible service. It will also help you improve your business. Which is always a good thing! So a good goal this week would be to make up a survey that asks those hard questions, then schedule some appointments with your clients.

--
Jeff Mendelsohn
Changing Lanes LLC
www.ChangingLanes.biz
Helping businesses build the asset of their dreams since 1986
419.897.0528

Upcoming Events WEN Business Trade Show Date: Thursday, September 27, 2012 @ 3:00 PM Details: The Women's Entrepreneurial Network (WEN) annual Business Trade Show and Social is just around the corner. Take this great opportunity to showcase your business and meet other businesses at the WEN Business Trade Show and Social on Thursday, September 27, 2012 3:00 - 7:00 pm at the beautiful WW Knight Nature Preserve, 29530 White Road, Perrysburg, Ohio. Not only will your guests have an opportunity to shop at your booth, they are also invited to a wine tasting, with appetizers provided. We encourage you to invite your clients to this event to ensure that it will be a successful afternoon. Table Registration & Sponsorship A limited number of tables are available and registration is now available online or by calling 419-536-6732. Deadline for registration is September 20th. Cost: No Charge to View the Vendors - Booths start at $60! Details and registration at: WEN Trade Show

Contact Details Changing Lanes, LLC 422 W Broadway Maumee, Oh 43537 419.897.0528 By Email