Thank You To Our Clients

As the holiday season approaches, Cachet Banq, Inc.  would like to take this opportunity to thank all of our clients and partners; past, present and future. It is because of your continued support that we move forward with the goal of providing you with quality ACH and payroll processing services in our ever growing market. We would not be a successful company without your business and we are excited to continue to work harder to fulfill your ancillary needs in the coming year.  So from our family to yours, we hope you have a wonderful Thanksgiving!

Warm regards,

The Cachet and PTM staff

P.S. Please enjoy the Thanksgiving fun facts that we found below!

Thanksgiving Fun Facts*

1. The first ever TV dinner was made in 1953 by Swanson when they had about 260 tons of leftover turkey to get rid of.
2. The Detroit Lions always play on Thanksgiving Day. This tradition started in 1934. The only exception was when the team went to serve in WWII.
3. Sarah Josepha Hale, a magazine editor, started a campaign in 1827 to make Thanksgiving a national day of thanks and prayer. In 1863 it was observed as such.
4. In an effort to boost retail sales during the Great Depression, Franklin Roosevelt tried to make Thanksgiving a week earlier. His efforts failed and after two years and a lot of name calling, Congress adopted a resolution to make Thanksgiving the fourth Thursday of November.
5. Benjamin Franklin tried to make the turkey the national bird.
6. A spooked turkey can run at speeds of up to 20 miles per hour. They can also burst into flight approaching speeds between 50-55 mph in a matter of seconds. 
7. An estimated 20% of cranberries eaten throughout the year are consumed on Thanksgiving.
8. Thanksgiving was declared a National Holiday by Congress 1941.
9. Fossil evidence shows that turkeys roamed the Americas 10 million years ago.
10. The North American holiday season (generally the Christmas shopping season in the U.S.) traditionally begins when Thanksgiving ends, on "Black Friday" (the day after Thanksgiving); this tradition has held forth since at least the 1930s.

*Thanksgiving Fun Facts were found on TIME, Reluctant Gourmet, and Celebrity Café.

B2B Networking: At Conferences, Part 2

Written by: Brooke Pettys, Marketing Specialist

To continue with this week's topic of networking, these tips discuss steps you can take after a conference has ended and ways to ensure a positive follow up response.  Additionally, the Cachet and PTM Regional Managers share some networking tips they have learned over the years that have proven to be effective for them. 

After a conference, the follow up is one of the most important factors when trying to generate new business.  Regional Manager, David Taub, says it’s best to wait 2-3 business days after a conference to follow up with any prospects you may have met.  This is because everyone, including you, is playing catch-up on the days they missed and therefore cannot devote additional time to create new professional relationships right away.  To make sure that you still stick out in your prospect’s mind days after a conference, always write down one personal or professional topic the two of you spoke about on their business card that you can mention again when you call them.  This brings up another important tip, which is making sure that you call first.  You can and should always follow up with an email, but calling a prospect gives you an advantage over the people who solely email and may never get a response back.  Additionally, try and connect with prospects on LinkedIn, or see if you have any shared connections or group between the two of you.  This can bring up another topic to discuss if you feel that your personal anecdote isn’t enough.

Tips learned from conferences:

Cachet and PTM Regional Managers shared great networking tips to follow/not follow that they have seen throughout the years at conferences.  

Scott Johnson stated that “you never want to be the person in the room just collecting business cards trying to meet everybody.  Everyone is trying to create relationships that can move their business forward, and people recognize when someone is not being sincere and are only interested in themselves and their company”.  A great networker is someone that can establish genuine connections and build relationships without having to constantly push their product.  It is better to establish five valuable and genuine relationships than trade 20 business cards without creating engaging in genuine conversation with the people you met.  

David Taub recommended that if you attend a conference alone, which is very likely, it is important that you have no qualms about speaking to competitors, alliance partners, and prospects.  This may take you out of your comfort zone, but keep in mind that most people attending conferences are either alone or with one or two other employees, so they are most likely feeling the same way as you.  

Ken Spitzer discovered that the best networking opportunities often occur at the optional events.  Dinners, golf games, fishing activities, etc. are a great time to get to know people on a personal level and build the relationship from there.  People will most likely remember the conversation they had with you about your shared love of rock climbing a lot more easily than the 5 minute pitch you gave about your company through the midst of the chaos during an event.

Connect with us for up-to-date expert information about the

Payroll industry and our company's products/services.

B2B Networking: At Conferences, Part 1

Written by: Brooke Pettys, Marketing Specialist

In a Business-to-Business industry, networking plays a very important role in obtaining clients, building meaningful professional relationships, and growing business for your company. A majority of networking is done at conferences, but actively networking in various other ways throughout the year is also an effective tool for increasing business. To provide better insight, Cachet and PTM Regional Managers share networking tips they have used throughout their career that have proven to be successful and effective.

Before a conference, it is important to research the conference as much as possible. Who is hosting the event? What is the main focus of each session and the overall conference? Is an attendee list provided? Are you familiar with the sponsor companies? Which companies are competitors, alliance partners, prospects, etc.? These are some of the questions you should be able to answer before attending a conference. Regional Manager, Scott Johnson, finds that it is also helpful to look up attending companies on LinkedIn and the employees representing them so that he knows exactly who he wants to talk to and how to approach them before he arrives at the conference. "Putting a face to a name is key," he says. 

Reaching out to as many attendees as possible before the conference can allow you to make a connection with prospects and set up meetings with vendors. By doing this, you already starting the networking process before you arrive at the conference. Regional Manager, Ken Spitzer, finds that when he actively networks before a conference people are then searching for him and his company, rather than him constantly trying to find and meet people on his own.   

During the conference, presentation is everything. Although the SWAG you pass out may not seem as important, it is something that draws attendees in. This, partnered with a professional yet friendly demeanor, can make you an instant success at the conference. Scott stated that he tries to engage in as many conversations he can while still keeping each one genuine. David Taub, Regional Manager, tries to make sure that both he and the company stick in someone’s mind rather than become another portfolio in a company’s pile at the end of the conference. Scott Johnson believes that swift initiative keeps you ahead of the game at conferences. Sending a quick email or LinkedIn invite to the people you personally met each conference day creates an instant connection and in turn makes you more memorable down the road.

Check back in tomorrow to see tips for follow-ups after a conference and networking that can be done throughout the normal work week.

Connect with us for up-to-date expert information about the 

Payroll industry and our company products/services.

 

How to Leave Effective Voicemails

Written by: Summer E. Poletti, Cachet Director of Client Relations

Anyone who reads business blogs and publications knows that on average, Americans are constantly trying to cram more and more into a "standard" workday, which means the people you need to reach are more and more likely to be unavailable when you call. It's time to take a look at how to leave effective messages when it seems like voicemail is taking over as the primary way in which we communicate over the phone.

Prepare before you call. This might sound strange, but you have to realize before you make a call that there is a likelihood, even if you have a scheduled call, that you will get voicemail. Take a quick second to prepare what you will say if you have to leave a message. This will help you avoid the embarrassment of leaving a rambling, incoherent voicemail that you wish you could erase.

Speak Slowly. Make sure that you speak slowly and clearly so that the recipient can understand (and take notes on) your message.

Leave your name and company. You would think that this goes without saying, but I cannot tell you how many times I have received a voicemail that said "Hi, it's me..." or "Hi, it's John...” Perhaps you think you have a distinct voice and people will recognize you, but don't leave it to chance. Even if you have a unique name, it's also best to leave your company name so you don't leave people guessing.

Leave your call back number twice. Even if you know the recipient has your number, make it easy for them and leave it in the message, this way they don't have to take time to look it up. Make sure you speak a little slower when leaving your call back number, and give it twice. This ensures the recipient can write it down and double check it without having to replay your voicemail.

Keep it short. This is the most important rule to leaving effective voicemails. You should never try to leave a message that, when hand-written, would not fit on a sticky note. If you prepare ahead, you will be less likely to ramble on and on. If you have more than one or two items to discuss or confirm, it would be best to ask the recipient to call you back at their convenience or send an email. Your email can then begin "Per my recent voicemail ...” Refer to our blog post blog.payrolltaxmgmt.com/blog/ptm-client-relations-blog/how-to-write-an-email-people-will-read for tips on writing effective emails.

Don't leave a message. This also may seem strange, but you may not want to leave a message every time you get a voicemail. This is especially true for those of you in sales. If you have a feeling the message you leave will sound something like "Hello, it's me again..." hang up and try again. If you are getting caught in a voicemail back hole with this person, it's best to try to catch them live.

Getting voicemail all the time can be frustrating, but you can increase efficiency if you learn to leave better messages. Good luck and happy dialing!

How to Write an Email People Will Read

Written by: Summer E. Poletti, Cachet Director of Client Relations

The average American worker's inbox is flooded with more emails now than ever, and it is becoming increasingly difficult to prioritize which emails require attention first, after filtering out all of the Spam. I've learned through trial and error that there are a few Dos and Don’ts that should be followed in order to ensure that emails will be read and will garner the desired response for the intended recipient.

Do: Mind your To's, Cc's and Bcc's. To ensure your email will be read and you will get the action or response you require, you must first start with the recipient. Be sure you are sending it to the correct person and that only one person is on the "To" line. Why? Because when we are busy and receive and email directed at more than one person, we tend to put it off thinking that someone else will respond, but in actuality, no one does. If you are unsure as to the right person to address, take your best shot and then add a disclaimer at the end, something to the effect of "If you are not the correct person, please let me know who is." Also be mindful to copy those who are necessary and only those who are necessary. And if this is a sensitive subject, avoid the email altogether, see our blog blog.payrolltaxmgmt.com/blog/ptm-client-relations-blog/5-signs-its-time-to-stop-typing-and-pick-up-the-phone for pointers on how to decide to make a call instead of sending an email. You could inadvertently embarrass someone by copying their boss. Similarly, use blind copy sparingly. If you want someone to know of the discussion privately, you could forward the email under separate cover or better yet, discuss it personally. The person to whom you directed the email could later find out you blind copied someone else and could see that action as sneaky or underhanded.

Format the email properly. A good way to ensure your recipient knows you are directing the email to them is to use his or her name. Email does not require the formality of a business letter, but does require more formality than a text message. A simple "John," is an excellent way to start an email. Tap into what you learned from first grade through graduate school and remember to write complete sentences and break paragraphs when necessary. Use a signature on all emails, replies and forwards so your recipient never has to search to find your contact information if they want to call you.

Start with a pleasantry. The type of pleasantry will depend greatly upon how well you know the recipient. Your email is almost guaranteed to be well received if you give someone the warm and fuzzies before you get down to business. Keep it short and sweet though, no more than two sentences.

Write professionally, but don't get too academic. There is a fine line to walk here, you want your recipient to know that you are an intelligent professional, but you don't want to come across as an intellectual elitist. A good rule of thumb is to keep away from slang as much as possible. If you must have a friendly and joking conversation, it is best to do so over the phone or in person. Another rule of thumb would be to steer away from words you would not hear on the evening news. Your recipient may be offended if they have to use the dictionary to get through your email.

Use bullet points. If you are listing items, giving options or discussing more than two things, consider using bullet points. This breaks up the email, making it seem shorter.

Give a call to action. If you need the recipient to do something, let them know, make it clear and concise and leave it to the end of the email. You'd be surprised -- unless you say "please get back to me", they might not.

Use the "Important" button sparingly. If every email you send is of "high importance", your recipient will get annoyed and start placing all of your emails at the bottom of the pile. It's like the boy who cried wolf -- leave that button for true emergencies only and you'll improve your response rate.

Don't:
Hit send when you are still angry. If you have to wait a few minutes or even until the next morning to respond, it is far better than sending something you later want to recall. No one wants to read an email that is essentially you yelling at or berating them.

Use "creative" formatting. Fun fonts, colors, cool backgrounds, and cute graphics do have a place in email -- your personal email. Your mom or best friend will think nothing less of you if you send an email written in pink scripty font with cats all over it, but your clients and your boss will. Choose a conservative font like Times New Roman, Arial, Helvetica, etc. Use a readable size, like 10 to 12 pt. Write in black on a white background. Keep your signature to the basics: name, company, title, phone, fax, email.

Write the way you (or your kids) would text. This is the contrast to the point above about writing professionally. In a customer service environment, it is easy to feel chummy with clients and want to drop some of the formalities, but we have to remember that this is a business relationship. Drop the "whom" and "Dear", but always write in proper English.

Forget to proofread. Adding to the point about writing in proper English, always proof read your emails before sending. Outlook and Word do this automatically, so there is no excuse for sending emails riddled with spelling and grammatical errors.

Take a fresh look at your email style and ask yourself -- if you received that email in a business setting, would you read and respond? If not, it's time to make some changes; you'll improve your communication over all.

5 Signs it’s Time to Stop Typing and Pick Up the Phone

Writen by Summer E. Poletti, Cachet Director of Client Relations

It's no secret that, while allowing us to function efficiently in ways we thought were only possible in Science Fiction movies, technology has greatly hindered our society's ability to communicate in a personable manner. I will admit that I am just as guilty as anybody to fall into the email trap. Email is a fantastic tool, but like anything, too much of a good thing can be detrimental. Following are a few rules I try to follow to keep myself in check.

Your email is too long. Review your email as you are writing it or prior to sending it. Does it read more like a novella than a memo? If so, it might warrant a phone call to discuss the contents, then you can send the email later to confirm the conversation. Keep in mind that everyone is just as busy as you and just as likely to skim over a too-long email. Good rule of thumb is to keep the email short enough to fit on one page if printed (including the headers and your signature).

Numerous emails have been sent back and forth. Everyone has been there before -- emails keep going back and forth, but the message isn't getting across or the argument is escalating. Whatever the reason, there comes a point where you need to get on the phone and discuss the matter at hand. I wish there was a magic number so we could all know when to stop the maddening email chain, but a good sign is when you see another reply in your inbox and you get the sinking "not again" feeling in your gut.

What you have to say is sensitive in nature. If you have to deliver bad news or discuss a sensitive topic, it is always best to do so in person or on the phone. You don't want the recipient to read your email the wrong way and turn a sensitive subject into a huge disaster. If you are speaking with the person live, you also have the opportunity to gauge their reaction and troubleshoot on the spot if necessary. When emailing on a sensitive topic, you never know when the person will read your message, how they took it; you are also giving an untold amount of time for them to sit and stew on it -- good or bad. Again, no magic formula here, if you keep wondering "how should I say this?", it's probably best to deliver the message personally.

Your client is upset. It probably goes without saying, but if your client is upset, the email is probably somewhat sensitive in nature. You also could end up sending a very long email or numerous emails back and forth. At the core of good customer service is relationship building and you should not expect to mend a relationship with an upset client simply by sending an email. Please refer back to our blog blog.payrolltaxmgmt.com/blog/ptm-client-relations-blog/5-things-clients-love-to-hear, clients dig personal service and they love talking to you.

Your client almost always calls you rather than emails. Clients love personalized service and at the core of that is knowing what they want. Not just clients in general, but that person specifically. You will have a happier client if you service them the way they want to be serviced, so it is important to know what each client prefers. If your client calls more often than emails, call them first to discuss the topic and then send an email when you are done to confirm the conversation.

I hope these simple tips help to put email in its proper place -- as a great tool to help us manage our busy days, but not the end all and be all.

How to Achieve Great Client Survey Response Rates

Written by: Summer E. Poletti, Cachet/PTM Director of Client Relations

The PTM/Cachet Client Relations Department conducts online client satisfaction surveys every year and continues to enjoy a 60 to 98% response rate. That’s right, up to 98% response rate on an online survey!

Over the years, we have done tons of research and have found that most advice for online surveys is intended for a B2C audience. It took a lot of fine-tuning, but we have come up with tried and true methods that are specifically tailored to monitor payroll and payroll tax filing services.

Incentives – Payroll professionals are always busy, so give them a reason to spend some of their precious time filling out your survey. We have tried both a drawing for a big prize and small incentives given just for filling out the survey. Hands down, the small incentive works the best. Perhaps it’s a desire for instant gratification or that deep down feeling that we’re unlucky and probably won’t win. In any event, giving a client a credit on an upcoming invoice just for filling out the survey will do wonders for your response rates.

Freshness – You need to monitor feedback on your payroll, tax filing and ancillary services at least annually, but don't fall into the trap of asking the same questions each time. People will get sick of answering them. Review your survey each time and decide if you still need information on all of those topics. Re-work the survey as needed so it will not become stale and boring.

Length – Again, payroll professionals are busy, so keep it short. Only ask questions that are necessary to gauge performance and improve payroll, tax and ancillary services. Ask as few questions as you can get away with, make as many multiple choice responses as possible and leave comment boxes optional.

Read – This seems to go without saying, but it seems as though many surveys are used only to generate stats to post bragging rights about payroll and payroll tax filing services on the company’s Web site or to use the stats to evaluate employee performance. Take the time to read the responses; they give great information about clients who might be less than satisfied, who might be better fit for a different product you offer, etc.

Follow up – Again, this one seems to go without saying as well, but some people feel that surveys are just a waste of their time and will not fill it out regardless of whether or not you offer an incentive. You will have to earn their trust here. After you have read the survey responses, immediately follow up with any unsatisfied clients and thank them for their feedback (see our blog post on 5 Things Clients Love to Hear). Forward information to Sales when a client’s response leads you to believe he may be a better fit for another one of your other products or if the client may benefit from one or more of your ancillary services. Follow up regularly with unsatisfied clients until you feel as though the account has been turned around and the client is once again a fan. Follow up with clients if you implemented a suggestion they made (again, see our blog post on 5 Things Client Love to Hear). If your clients realize you are using their responses to actually improve your service, they will fill out your survey year after year.

Relationship-Oriented Service – You are likely to get better response rates from your clients if you interact with them more than just once a year. Don’t wait for them to call you, pick up the phone every once in a while and call them “just because”. (See blog post on 5 things clients love to hear).

Client Satisfaction Surveys can either be a nuisance to everyone involved or a great tool you can use to improve your services on a regular basis. It’s all in the way you manage the survey process!

5 Things Clients Love to Hear

Written By: Summer E. Poletti, Director of Client Relations
 

The financial services business is a competitive one. Clients have many options and if you can't offer them the best price and the best service, you may find them looking elsewhere or opting to do in-house ACH and payroll processing in an attempt to save money.

You may provide the best ACH outsourcing solutions, have a full host of ancillary services and save your clients time and money by eliminating their penalties and interest. But sometimes, being the best just isn't good enough, especially in today's competitive market.

Following, please find a short list of things we have found clients love to hear. Throw them into your client services bag of tricks and turn your clients into raving fans.

1. Great Idea – Everyone likes to feel as though they are making an impact and clients are no different. Listen to them, they may be able to help you improve systems, products, service, etc. If you implement a client’s idea, be sure to let them know, they will be thrilled.

2. We have taken steps to ensure ________ won’t happen again – No matter how loud they complain or how many choice words they may use, most clients just want the same things… a solution and some insurance they won’t be having this conversation with you next month. When presenting a solution, do not underestimate the importance of letting them know what you have or will be doing in order to ensure the problem will not occur in the future.

3. Options – In the chaos of the average business day, we all feel like we want to have a little control. Give your clients 2 or 3 options, especially when resolving a conflict. They will be more willing to accept your solution if it is the one they chose.

4. Your voice – In our modern era where everyone is trying to cram 16 hours of work into a 12-hour day, it can be all too tempting to just shoot off a quick email. Don’t forget that good customer service is all about relationship building; take a few minutes and pick up the phone.

5. Thank You – It goes without saying that the thing clients want to hear most of all is “thank you”. They know they pay your bills and just want you to recognize that every once in a while. In addition to thanking your happy clients when they refer business to you, don’t forget to thank a client who complains. At least the complaining client is giving you the opportunity to make a change and save his business, rather than the client who leaves silently.

As your chosen ACH processor, we'll try to adhere to these simple rules and make you feel special and appreciated every day.