Intro

My Review Help                  Click to start video (begins at 0 min 0 sec)

This is Adriano. He is with a company that does manufactures screens for the timber industry mainly, and they have some other types of businesses, but that’s their bread and butter – manufacturing screens, selling screens, parts to go with the screens for the timber industry.

We have several different categories we are going to look at.

The Discovery and what made you decide to either do email marketing or pick eXtra Contact as your supplier

The solution

We’re going to talk about the results a little bit and

Engagement – just basically how the demeanor was and how it was working with eXtra Contact

Discovery Section

My Review Help                  Click to start video (begins at 0 min 46 sec)

So if we start with Discovery, and go to the motivation part of it, we want to talk a little bit about what made you decide to do email marketing. Was it because you needed to stay connected with your present customers, you needed to take some of your prospects that haven’t converted, you just wanted to educate people, or you wanted to get new leads? What would you say the biggest reason was why you wanted to get into email marketing?

Adriano

I’d say the biggest reason was to stay in contact with current customers. It’s such a large geographical territory and touches on so many industries that I find that (maybe most guys in my position find this too) saying the same things to the same guys over and over and over again and having a newsletter where you can send out maintenance tips, or safety tips or industry news or best practices, just having it come out in a newsletter and having all of the little PDF forms or videos right there for the customer to see – I think that’s way more effective than standing in a sawmill with earplugs talking to a guy about maintenance best practices, and that’s usually how it ends up happening. I just thought that by doing that it probably is the best way of conveying this type of information, and on top of that, it’s obviously making the company I work for look like more of a leader in this industry. I thought it was a nice thing to do.

My Review Help                  Click to start video (begins at 3 min 2 sec)

If we go back and talk about selection, who contacted who? Did they do some type of marketing to reach out to you, or did you talk to them originally?

Adriano

I knew of eXtra Contact for a few years, before I reached out to them and one the ways I knew them was I worked with the owner of eXtra Contact in a previous job, and I knew that when I joined the company that I am with now, it was something  that I needed to approach my boss a few years into being with them – it wasn’t something I wanted to introduce right from day 1, so I needed to prove myself, and prove that this was a model that would work, and I reached out to eXtra Contact when I was ready.

My Review Help                  Click to start video (begins at 3 min 15 sec)

The deciding factors – what made you decide to go with eXtra Contact? Was it experience, their knowledge, their track record, their attitude? What kind of things stuck out with them?

Adriano

I did a little bit of market research on my own, to see who was doing this type of thing and when the people you are talking to are very knowledgeable about this type of media, it made the decision quite easy.

My Review Help                  Click to start video (begins at 3 min 46 sec)

If we talk about their past experience, do you feel like they knew your industry at all when they first got into it, or are they learning it as they go along?

Adriano

I don’t think they knew much about the industry that I was in. I think they know the customers in my industry, the time they have available, and what sort of material they would probably like to see, so they could advise me on that sort of level, but to say that they were well informed about my particular industry, or the equipment that I sell, I would say no, but I didn’t think that was what they would bring to the table. What I needed their help with was basically how to lay out a proper media, put together a newsletter. However, they sent me many examples of newsletters that they are currently sending to other customers in other industries, so I could get some ideas and see what other guys are doing and see which ones would work for my industry and which ones wouldn’t.

My Review Help                  Click to start video (begins at 4 min 47 sec)

From what you’ve said, it sounds to me like they are really up on technology and we didn’t really talk about best practices, but when you talk about the layout and how they do things, it sounds to me like the main impetus for going with them – they had the technology, the had the knowledge – in fact if we go back to knowledge . . . the different email platforms like Constant Contact and all those . . . do you feel like they knew those and were able to advise you on which one they wanted to use – or do you even know which platform they are using?

Adriano

I believe they are using Constant Contact – actually, I know they are, but we really didn’t get too involved into what platform was best for me – that sort of was a decision they made on their behalf. They are the experts when it comes to determining what platform I should be using for my industry, and for my contacts, and the level of contact that I want to make. We had personal sit-down coffee meetings over what I wanted to do and what I don’t. How I wanted to approach my boss, and how I wanted the newsletter to look. On that level, it was a no-brainer. You just work with who you feel comfortable with.

My Review Help                  Click to start video (begins at 6 min 15 sec)

OK, so you didn’t really discuss the platform. They recommended one to you and you went with it, basically.

Adriano

Yeah, if they did, I probably don’t remember. It wasn’t a key decision-maker for me.

My Review Help                  Click to start video (begins at 6 min 30 sec)

OK, I kind of tried to speed into the next line, there, because you kind of touched on it a little bit, when we were talking about the major platforms, about the design styles, it looks like they did a good job of coming up with a style that you liked that would resonate with your recipients.

Adriano

That’s right

My Review Help                  Click to start video (begins at 6 min 45 sec)

You haven’t done anything about grouping your prospects, your main goal was for staying connected. But have you done any type of grouping of your prospects

Adriano

I do a few things within the newsletter. I will have certain articles that are a one-click forward-to-a-colleague or forward-to-a-friend type thing. Obviously, any time I meet a new customer, I immediately ask them if adding them to my newsletter is something they would be comfortable with and it’s about 100 percent approval rating on that one, so I’m able to introduce new customers or new prospects, even if they are not buying anything or if they don’t have any of our equipment today, they need to start receiving the newsletter. Now just for your background, I only send out my newsletter once every two months, so I don’t inundate somebody’s mailbox with this type of information. It’s fairly spread out and nicely timed so it didn’t seem like you were overwhelming guys with this type of information. But I’ve also done draws or contests where if an existing contact signs up one of their friends or colleagues, they get entered into a draw.

My Review Help                  Click to start video (begins at 8 min 14 sec)

OK, at this point we’re still trying to decide WHY you picked these people.

Adriano

I didn’t go into a huge amount of research and searching out other mailing companies. I basically went to who I knew and who I felt comfortable working with. Before I gave them any money, I was able to see a draft, I was able to see other examples of what they were doing with other customers and the decision is made and you go ahead with it.

My Review Help                  Click to start video (begins at 9 min 18 sec)

Basically, what made you choose them would have probably had something to do with their attitude, they seemed to have enough knowledge that you thought they could do the job (they were competent). That’s probably the big thing. Did they have a lot of experience when you started with them?

Adriano

Oh, sure! I didn’t ask them how many companies they were currently working with or how many customers they have. What they did for me was (I mean, we’re going back 3 or 4 years, now), they sent me 10 different newsletters that current customers are currently sending out to their user base. So, I was able to see that they had a wide range of customers from industrial products to real estate agents to home fitness people, so you got a sense that they are looking at all different industries, all different customer bases, and based on that, you intuitively say OK, they are obviously doing this with other people, I like what I see, what they are doing with other people. Now I just need to try to tailor it to my industry.

My Review Help                 

OK, let’s go ahead and wrap up Discovery phase. 

Solution Section

My Review Help                  Click to start video (begins at 12 min 15 sec)

Get into solutions. If we go into strategies,

Adriano

Developing New Leads, Staying Connected, Converting current Prospects to Customers, Segmenting campaigns

Yeah, I’d say the one that was probably the most on my mind was Staying Connected

My Review Help                 

Because that was your motivation

Adriano

That was my motivation. It was to improve our brand leadership look more like a leader, educate, inform my customers rather than doing it face-to-face every time. I imagine I send over 500 of these every 2 months. So that’s effectively like making 250 sales calls every month. Because it’s such a large geographical territory, it’s just very cost effective to do it that way. And so it makes a lot of sense. To give you some perspective, my territory, sometimes you drive 4 or 5 hours in between customers. And that’s not to say that when you arrive, that they are in any mindset to talk to you. I mean, we all know how it is. You arrive at a mill or a plant or a customer’s office – you don’t know how their day is going. You don’t know what has happened before you arrive, you don’t know what fires they are trying to put out.

My Review Help

You arrive just in time for the emergency

Adriano

That’s right. So, it’s ideal to send this type of information, you know, the top of the line stuff, where you are keeping touch, hey, we are here, if you need us, call us type sales call, it’s ideal to send it in an email format as long as it’s professionally done, it’s well done, and people have the option to opt out on a one-click basis, which is what this program does.

My Review Help                  Click to start video (begins at 0 min 0 sec)

OK, great. If we go to tactics. Any type of Auto-responder? An auto-responder is a tool that email marketers use so that if somebody were to go to your, say your web page from an email maybe they go to your web page or landing page and they click on a link say to get some type of a whitepaper or something, or sign up for a little mini-course or anything like that, what the auto-responder will do is it will keep track of a specific set of email messages it will send out in a certain order to the recipient to kind of nurture them along. Are you doing anything like that at this point?

Adriano

No, I would say I probably use less than 50 percent of a program like this. I’m not running a blog, for example, and that’s just based on the guys and girls that are receiving my newsletter. A lot of my customers probably don’t receive anything like this from any of their other suppliers. They certainly don’t receive anything like this from any of my competitors. So, I’m already sort of 2 or 3 steps ahead of what anyone else is doing in this industry. So I try to limit the amount of technical stuff – I don’t run a Facebook page, I don’t run a twitter account, I don’t run a blog. So a lot of this other features that the program probably offers value to other industries, I don’t really get too involved in.

My Review Help                 

OK, Landing Pages. I believe you had one landing page, that I saw, that had a bunch of contact information. If you click on the – I believe it is the icons at the top of your newsletter, you end up going to this one landing page. Any other type of landing pages, and did David do anything to help come up with new landing pages or suggest new landing pages or anything like that?

Adriano

We may have talked about it once or twice. I don’t recall getting into it too heavily. Again, my newsletter is probably a little bit low-tech when it comes to that sort of thing. I’m just basically trying to drive people to our website, our homepage and obviously, I get a record of that. But when we get into stuff like auto-responders and landing pages, and I think there is another called re-furbishing you have on your list here. I don’t know what else to tell you. I don’t personally take the time to get involved in that kind of stuff.

My Review Help                 

OK, no problem. Do you feel like eXtra Contact would have had the capabilities to  re-furbish your website if you needed it? Could they have helped you with re-furbishing?

Adriano

Yes, the offer has been made a couple of times. I just don’t make the decision to go ahead with that or not. But I’m confident they have the ability to do that.

My Review Help                  Click to start video (begins at 15 min 43 sec)

OK, Construction. Any problems as far as getting the copy put together, the back and forth, they come up with a campaign for you, no, that’s not really what you are wanting to do, you keep having to go back and forth and change things. Any issue like that?

Adriano

Not really, because I basically send them 95 percent of the content that I want to appear in the next newsletter. So where they help me, and where the back and forth happens is in the layout and the appearance of this type of font, or this picture is too large or we need to fill in this space at the bottom, because when you send content, you can’t predetermine how it’s going to look when it’s all laid out. So actually, in this newsletter, in its simplest form, looks too long, so I want to shorten it up, so let’s remove that article and just tighten it up a little bit, so when a customer receives it, it doesn’t seem like a real long thing to get through. So, on that level, I don’t really have issues with campaigns, disagreeing with what they are suggesting, because I am the one who determines what goes out. But when it comes to the layout and the correspondence, and the timely responses, the accuracy with what they send, there is no problems there at all

My Review Help

OK. Yeah, with you pretty much presenting the information there is not a whole lot of area for misunderstandings there.

Adriano

Correct

My Review Help                  Click to start video (begins at 17 min 15 sec)

OK, Campaigns themselves. Basically, the Strategies, how they sequenced them, now you’re handling the sequencing, once every 2 months it sounds like, and it sounds like that is probably appropriate for your audience that you have there. Addressing your objectives was basically Staying Connected. Did they roll out on time? Something that we are not really talking about here yet (something I wanted to comment on) is your banner on your newsletter. That’s a nice little banner across the top.  Did they help you with that?

Adriano

They did. When I first started the newsletter, I wanted to make the banner and the colors and everything like that match our website, so that there was a consistent message, so guys would receive their initial newsletter and they would immediately attribute it to bmandm, this is a bmandm newsletter, that sort of thinking. But as time went on, I wanted to improve on that. So I asked Dave and the guys at eXtra Contact to come up with a design, and I left it basically in their hands. And, believe it or not, the one that I use is the one that they sent to me first. So there was no back-and-forth, or I don’t like this, and this is the third or fourth draft, or I don’t know why he used this  image and they did not use the other. Basically, I accepted the first draft that they did because it was that good. That’s the one I use for my newsletter now, and I hope one day that our website starts to reflect my newsletter a little bit more.

My Review Help

So you would say they are very competent as far as producing graphics for your newsletters if you need them to

Adriano

Yes. The people that I work with are very talented when it comes to graphic design, understanding that side of the business, so no issues there at all

My Review Help

So if you cannot come up with your own graphics, you don’t have to worry about it. I know with some people, it’s This is the graphics that I want, but if you are not that type of person that gets your own graphics and you need someone to help you, they are very competent in that area.

Adriano

Yep

Results Section

My Review Help                  Click to start video (begins at 19 min 15 sec)

The first category is success. I’m going to brush by new leads, because that wasn’t . . . well, let’s talk about it anyway. Did you get new leads, and did you know where they came from? In other words, did they come from someone sharing your email, coming to a landing page, do you know how you got them?

Adriano

I don’t overthink new leads too much. Whenever I do receive a call or email or a response to something, if I don’t immediately recognize where it is coming from, I ask. And some guys have said, their friend, or a colleague sent me the newsletter, and they thought that this application might work, and the rest kind of takes off from there. So yes, I do receive new leads, but email is basically sent to an existing audience, so you’re not propositioning people to sign up. I want to respect peoples’ mailbox and not be sending out sign-up sheets. It’s more of a one-on-one thing until they get signed up, and then it’s up to them if they would like to continue.

My Review Help                  Click to start video (begins at 20 min 20 sec)

Did they, now these are not new leads, these are recipients you are sending to. Did the emails generate any conversations? The big difference is, did they just happen to call you because they needed a part? Did they specifically call you because of your email?

Adriano

Of course

My Review Help

Do you feel like sending out these emails did spur some extra conversations from people?

Adriano

Absolutely! That’s the reason why we continue to do it. That’s the reason why we continue to pay for the service every year. It’s because it does generate leads – not new customers I’ve never heard of – that’s not really its strength, but project leads, existing customers that have new projects in the plans that they have been thinking about, and now they want to talk to me about it. So, I splatter my email address all over the newsletter, so when somebody clicks on it, the title (subject) of my email is my newsletter. Most customers in my industry don’t go to the effort to change the title – they just send it, so I immediately know that they have clicked on my email from my newsletter, so I can see OK, he’s responding to my newsletter versus just sending me an email from the blue. So that’s one little trick that I can see someone responded directly from my newsletter.

My Review Help                 

Well, would you say email is the primary source of your conversations, clicking on the link directly versus calling you or doing the social media-type thing, going to your Facebook page?

Adriano

I would say it’s 50-50 with phone calls. When a customer is reaching out to me, it is either a phone call, or an email. And most sales (and most projects) have to be dealt with face-to-face. So this gives people a way to reach out to me – another easy way to reach out to me without having to visit their plant and talk about what they want to do.

My Review Help                  Click to start video (begins at 22 min 19 sec)

New Business – You’re not trying to get new business, so let’s talk about returning clients. Did they buy screens that they have bought in the past – I don’t know how they wear out. Something like that, something they add on to existing parts, they have got to purchase something different – we don’t mention parts here, but I guess we could add parts to the list. What would you say most of your returning clients you haven’t seen for a while are coming back for, based on these newsletters?

Adriano

That’s a tough question to answer. I guess it’s everything – from replacing aging equipment, to needing spare parts, to looking at a new application to adding capacity or improving efficiency for existing equipment, so it’s everything under the sun. Everything we do, guys are contacting me for it.

My Review Help                  Click to start video (begins at 23 min 13 sec)

Timing – Meeting schedules. Now, this isn’t a tough schedule, it’s once every two months. Any issues with schedules, anything going out late, maybe developing the campaign for you after submitting the information, getting graphics, whatever it is, getting back to you, are they on top of their schedules?

Adriano

No, I’ve never had a problem in that area. If anything has ever gone out late, it was my fault. I didn’t get them the information in a timely way, and they said, let’s not worry about this Tuesday, let’s just send it out next Tuesday. It’s a fairly relaxed sort of schedule that I run. They would prefer that I send it out every first Tuesday of every second month, at a certain time that they think is the best time to send it out, or Thursday or Wednesday, or whatever the date, but I’ve never had a problem with their response level.

My Review Help                 

OK, so they are very proactive, it sounds like in suggesting correct times to send it. They have some knowledge in that area, as far as when the email should go out, what time of the day, what day of the week and they are very proactive as far as recommending those types of things to you?

Adriano

That’s right.. It you intuitively think about it, even for yourself, if you came into the office  after a weekend and Monday morning my newsletter was sitting in your inbox, you would probably have a lower rate of open or reading percentage than if it went, I believe it’s like Wednesday about 10AM or something like that because most people are deleting junk mail on Monday morning, maybe there is a more pressing issue that somebody is looking at, or being asked to look at, so it only makes sense that wouldn’t send it out Sunday night or first thing Monday morning because you want guys to actually take the time to read it. But that’s the knowledge that eXtra Contact has. That’s the stuff that they help me out with.

My Review Help                  Click to start video (begins at 25 min 18 sec)

Cost – any type of unexpected charges, or did the price go up that you did not expect? If so, did they give you any type of cost-saving alternatives or some way to help your budget?

Adriano

I don’t know if you want to get into actual numbers, but there are only two costs. One cost is the yearly fee for the bi-monthly newsletter, and then there is the user mailbox management fee, which is a monthly fee. That’s to help manage your user list and update it, remove contacts that have opted out. So there is no area for surprise charges or over-charges or a bill you did not expect to see. I don’t think the price has even gone up over the last two or three years. I think they just invoice me for what they did the year prior. I don’t pay too much attention to that, but it seems that pricing is not an issue.

Where they did help me out with costs was because I am only sending it out every second month, obviously the cost comes down, versus sending it out every month. That’s where they were able to help me, and say we know what you are trying to do here, and we get it. And so what we would say is OK, this would be the cost to send it out every second month versus a true cost of twelve months a year.

My Review Help                  Click to start video (begins at 26 min 46 sec)

Traffic – well, we are kind of repeating ourselves a little bit. I’m not sure how we got to this point, but I think what you said was that you don’t necessarily have figures, but you are seeing an actual increase in your traffic – you are getting email responses. OK, this is traffic to your website. Do you have knowledge about how many people are getting to your website from your email? Are they clicking email links to go to your website, are they going there from an email share. Are people clicking on your links from the share. Do you have knowledge about how you are getting traffic to your website, based on this email campaign that you are doing?

Adriano

The program, through eXtra Contact – there is a report at the end of every newsletter campaign, and it tracks who clicked what, where, and when. So if I have links to my website, it actually tells me which individual contact clicked on what link to the website. And I know my company also tracks clicks to our website on a monthly basis, and there is usually a spike whenever the newsletter goes out because it is drawing people to the website that normally wouldn’t have gone there, for a brochure or a video or some more information. So yes, it does tell you who is clicking on your website and we can see that in our in-house tracking of our website, that there is an increase when the newsletter goes out.

Engagement Section

My Review Help                  Click to start video (begins at 29 min 43 sec)

This isn’t really specific to email marketing at all, it’s just doing business with them. How are they like doing business with – do they greet you with a smile, or do they nearly throw you out the door, that type of thing?

Adriano

No, it’s pretty obvious. You wouldn’t stay with a company that you are not happy with. It’s not like working with a big corporate company where, you know, you have to leave voicemails, it takes three days for them to get back to you and you know, it’s not like that at all. You can literally pick up the phone – you can email them on a midnight on Friday, and send them all the information and 10 times out of 10 you will get a Hey, thanks, Adriano. We’ll get started on this right away. And sometimes you will even get a draft on the weekend, because they have decided to work on it over the weekend, so that you will have it ready for Monday morning. It’s not like working with a Fortune 500 company, where you have to go through all these channels to make sure you are talking to the right person – Oh, now, it’s this department. It’s nothing like that

My Review Help                 

OK, so if we get into specifics here, when we look at how attentive they are. Are they good at remembering the little details of the conversation, and this has to do with I guess being a little proactive when I mentioned custom solutions, they pick up something that you say and they go Oh, you know what and maybe a week later and they go Oh, you know what, something you mentioned a week ago, we have got a solution for that or maybe an idea for that. Are they good about that sort of thing, remembering the little details?

Adriano

They are actually a lot better at it than I thought they would be. Because I know they deal with so many other clients, and so many other industries, and so many other little details, that when you speak to them about Hey you remember that little icon that I used to use for my ‘Lunch and Learns’ and the will be like Oh yeah, I know which one you are talking about. I’ll take care of it. Even down to the little details, they will remember, which is really, really nice and really helpful, that you do not have to re-explain everything every time to them. So no, they are sometimes probably more in tune with what I am trying to do than I am sometimes, and they will say Remember we used to do this or that sort of thing so they are very, very good at reminding you of stuff that you did before, even giving you tips and saying Hey, case histories, videos that sort of thing are getting great responses, you can see it in your numbers. Next month let’s try to do something again, very similar to that. Let’s try to another case history, let’s try to do more videos and you will get some really responses from them. It’s really nice from that perspective.

My Review Help                  Click to start video (begins at 31 min 46 sec)

OK, great, now Responsive. This is all regarding how quickly they get back to you. We talked about phone calls and emails and even returning them or replying to them. You kind of touched on that just a minute ago about how they were good about getting right back to you. As far as answering your questions, were they able to answer any questions that you had. I know you are driving this a little bit from your end as far as what’s going in there, but (and this kind of goes a little bit back to the whole knowledge thing, with the selection phase), but, I mean, did you feel like they answered your questions in a language that you could understand, without giving you a whole bunch of terms and stuff like that?

Adriano

Technical answers? Yeah, it’s not like talking to your stockbroker, where he’s using a bunch of large technical terms of the industry that make him sound smart, and you not understand it. They talk to you on a one-to-one level. They are trying to show how smart they are, and how smart you are not when it comes to this this type of thing. It’s completely helpful, it completely clear, it’s actually very, very easy to do.

My Review Help                  Click to start video (begins at 32 min 46 sec)

OK, great! Resolving issues – didn’t sound like you have a whole lot of issues that you have had to deal with, but anything you have had, what was the turnaround that you would say as far as resolving and I realize as I say this that some of these may take longer turnaround than some issues, but do you feel like the proper amount of time was spent in turnaround, your different issues?

Adriano

Yeah, it’s very clear what the timeline is going to be. I mean, most of the time, they’re working on a deadline that they have set, so they say OK, we need to get this out by Tuesday at 10 AM, and so if I send them the information on Thursday afternoon, or Friday afternoon, it’s either sent back to me on the weekend or first thing Monday morning. Once you’ve got all of the information to them, the turnaround is 2 to 3 days, it’s that quick. Now if you send it to them a month in advance, sure, it’s not a priority for them, they will get to it probably in about 2 weeks’ time, and that’s reasonable, because your newsletter isn’t going out for another two weeks, so I have plenty of time. Now, I’m sure if I asked them, and said Hey, I sent this to you a month early, but I want to get this resolved by the end of the week, they’ll do it, it’s not a problem. Turnaround time is a couple of days, response time is a phone call back and forth it’s quite easy to do business with them

My Review Help                  Click to start video (begins at 34 min 16 sec)

OK, great! We talked about returning phone calls. Basically, from what you said, it sounds like they are real quick returning phone calls , you are not waiting for them, you are not having to make multiple calls, wondering where they are at. None of those types of issues, it sounds like

Adriano

No, you don’t phone them, and Hey, Dave’s on vacation for two weeks, or Dave’s in a meeting every time you phone. It’s nothing like that. You pick up the phone, you’ve got their home number, their cell number, their office number, you just basically pick up the phone, call them, and you either reach them right away, or you leave them a message, and they get back to you in a couple of hours at the most.

My Review Help                  Click to start video (begins at 35 min 1 sec)

OK, great! Emails – it’s kind of the same thing. Did they get back to you quickly, or they sit in their inbox for a day or two

Adriano

Emails are even quicker than a phone call, I would say, because it just pops right up on their screen, and they will send an email to say that they received it, Hey, thanks for sending this through, we received it, we’ll get on it, this is when we are planning on sending it out, if you have any problems with that, so they are completely professional on that side, and there are no issues with responsiveness

My Review Help                  Click to start video (begins at 35 min 32 sec)

OK, great! Organized – we kind of touched on this a little bit back and forth. It sounds like from what you said before, they do give you deliverable dates for their action items. Do you get a nice list from them of This is what we are going to do in the next month, and I know this is kind of low key so it’s not as complicated as maybe some other ones, but do you still get a list of OK, this month we are going to do this, we are going to put together a campaign, we are going to send it out, whatever, do you get any type of, let’s call it an organized itinerary, or anything like that?

Adriano

For my audience, not so much, no. But that is because I don’t require it, not so much because they don’t do it, or can’t do it. I mostly get reminders, Hey Adriano, it’s almost the end of the month. If you have your information, feel free to send it through, that sort of thing. Or, if there is a reminder, it’s a reminder of the action item that we needed to do, or it’s a reminder of the success of the last couple of newsletters, what really drove traffic, what got a lot of clicks and opens, and reminders. We need to incorporate those in the next newsletter, that sort of thing. It’s not so much of a regimented agenda or itinerary of stuff with deadlines they need to achieve. I kind of drive that myself and I keep a mental note of that myself

My Review Help                 

OK, if we were to say something good or bad about their organizational skills, the fact that they are able to keep sending you reminders at the proper time sounds like they have their act together. They know when they are supposed to be doing things, and when they need to be done. As far as alerting, that sounds like organization to me.

Adriano

Yeah, you kind of take it for granted, I think. The fact they are on top of things. A lot of times you just take it for granted. I mean I can’t recall ever forgetting to send them information for a newsletter, and them forgetting to say Hey, this is the month. You missed this month. What happened? That never happens. Even if I forget because sometimes you do it every second month you forget – Did I send it last month or did I send it this month, that sort of thing, they are on top of it. It’s not like they say Hey, if he doesn’t send it to us, great! It’s less work for us. It’s not that kind of attitude. It’s hey, have you sent the information, will you send the information, because this is the month that we are going to send it out. They are actually looking forward to seeing you are sending.

My Review Help

OK, yeah, I guess I have to give them an extra little mark for being able to send out those reminders every other month rather than a regiment OK, it’s the 20^th, I always send out this reminder to Adriano. They have to remember, it’s every other month they do it. So, I’ve got to give them, like I say, an extra little mark for their organization in that area.

Adriano

Yeah, everybody has a personalized schedule, I guess. And they seem to be on top of everything.

My Review Help                Click to start video (begins at 38 min 39 sec)

OK, Caring – immediate recognition when calling.  I always think of the old Cheers sitcom, way back in the ‘80’s, when part of the jingle was everybody knows your name. When you call, they know who you are, you are not a stranger every time you call, you are not constantly getting voicemail. They know who you are. They remember personal information. They remember who you are. They remember that your grandmother’s sick and in the hospital, and they ask about her, that sort of thing. Remembering and acting on any customizations. I guess this is what we call caring. It’s more than just a business partner, you are an actual person at the other end. How do you feel they are in that area?

Adriano

Yeah, I mean I speak to the same girl every time I phone – Crystal. She’s the one that puts my newsletters together. She’s the one that knows me, knows what I am trying to do. I mean, Dave is also in on those conversations, I copy him on everything that I send to Crystal, so he’s fully aware of what I’m doing, what I’m sending, and what I’m asking for. So it’s not like you phone up an office and one month you get this designer, and then the next month you get a different designer, and they are not in tune with what you did last month, or they don’t know what changes or fonts or colors you have changed, and it keeps fluctuating because there is no consistency there. It’s not anything like that. It’s actually really nice in the sense that when you phone you talk to the same person. They know exactly what you did last month. They know the little tweaks and changes that they have done, and they incorporate it on the next newsletter. So, it takes a lot of that kind of stress away, of trying to make sure that it’s consistent, it’s professional, that sort of thing. There’s never any issues there. So, on that level it’s nice. The second level is, yeah, I mean, I’ve invited them up for coffee if they are ever in town, or they have invited me to their Christmas parties, that sort of thing. So, it’s more like dealing with a friend than it is with a business-to-business.

My Review Help                 

Sure. OK, great.