ACT! Software Tips & Insights

I’m currently reading a book called “The Whuffie Factor” by Tara Hunt.  As best as I can tell, whuffie is social capital.  If you are part of an online community such as Twitter or LinkedIn and you contribute to the community, you have whuffie.  Whuffie is established by being “trustworthy, nice, networked and notable” according to a video by Tara Hunt at www.whuffiefactor.com.

I decided to read this book because I’m trying to make sense of the value of social networking so I can explain that value to my clients and students.  I saw “The Whuffie Factor” at the store and I decided to purchase it to enhance my knowledge of social networking.  Having been in business for more than 10 years I’m always exploring new avenues for sales and marketing, and in the last few years social networking has been thrown into the mix.

Having said all that, I’m a skeptic.

I always wonder if businesspeople that participate in social networking should be doing something else instead.  For example: calling a client or prospect and saying hello.  Do you know that the person that sold me my Honda Odyssey mini-van has never called to ask me how things are going?  Dear Honda salesperson that sold me my car, I’m seeing another salesperson on the side and I suspect I’ll shortly be buying a new Honda.   You should have done a little social networking with me.

But now let me talk to you about page 146 of “The Whuffie Factor” and outline why I truly believe that many social networkers are way off base.

Tara Hunt describes a company that uses an online tool to help reduce the number of customer service calls and emails they get.  This issue was that their customer service representatives had to answer the same questions over and over again and it appears to be very time consuming.

So this is what I’m thinking after I read this part of the book:  a company has a client calling and the customer service reps are annoyed by the clients question because it has been asked repeatedly by other clients.  Keep in mind that the client asking the question has embarked on a social networking experience with the customer service representative, and the rep is already upset because they’ve been asked those questions too many times.  I suspect the client doesn’t know that question has been asked a million times and even if they did why should they care.  They are calling to ask a valid question.

In my opinion, this is where some people have been blinded by social networking.  This company had a client (which they should be thankful for) call and ask a question.  Instead of looking at it as a great way to cement a relationship with an existing client by providing warm and courteous customer service, they opted to avoid the client by using a neat online tool.

Their decision to be antisocial with their clients has freed up a lot more time to do social networking to get more new clients with which they can be antisocial in the future.  Does this really build business?  Do you see what I mean by being blinded by social networking?

In fairness to Tara Hunt, this is the third book I’ve read about social networking and I fear she has been the victim of my skepticism.  Her book makes valid points that should be weighed carefully and measured against all of your current sales, marketing and customer service needs.  My fear is that people forget about old fashioned customer service and replace it with social networking, thinking it is the easy way out.

I must admit, I’m baffled and intrigued by social networking on many levels.  There are days when I find it interesting and days when I think it is a total waste of time.  I’ve been thinking about this for quite some time and rather than put this down in a concise article, I’ve decided this blog post would be more of an ongoing running commentary in which I’ll add thoughts, ideas, facts and observations as they occur to me.  So here goes:

1.)   Some people have social networking personalities, some don’t.

2.)   When you embark in social networking such as Twitter, LinkedIn or Facebook is there something you should be doing instead?

3.)   Does anyone really care about what I have to say?

4.)   Is Facebook a personal tool, whereas LinkedIn and Twitter is more of a business tool?

5.)   Where do all these social networking experts get their degrees?

6.)   I’ve read both Twitterville by Shel Israel and Twitter Power by Joel Comm.

7.)   My Twitter address is www.twitter.com/tonyholowitz.

8.)   If you follow me on Twitter, I won’t follow you back unless you are an existing client, friend or family member.  Why you might ask, well it’s very simple.  I think it is very rude to follow someone when you realize you most likely won’t have the time to read what someone has to say or comment on.

9.)   My LinkedIn address is www.linkedin.com/in/tonyholowitz

10.) I have a client base that I do regular follow-up with by email and phone.  When I ponder spending some time on social networking sites I always feel that I should be spending time with my clients instead.

11.)  I’m really not a Facebook kind of guy, it just doesn’t suit my personality because I tend to keep things that are personal to myself.

12.)  My last name is Holowitz which is somewhat unique; it’s not Smith for example.  Because of this, people can find me easier than they can find things about someone named John Smith.

13.)  I guess it goes without saying that I don’t care what you had for lunch today.

14.)  I’m a cyclist and a fan of Lance Armstrong, so I find it interesting to hear what he has to tweet during and after a big bike race. But I wonder whether it is a tool or propaganda to throw his competitors off course.

15.)  People that are on the road or waiting in airports for their flights always have time to kill and I can see how social networking can help you feel connected to home.

16.)  Most of my friends didn’t even text until their kids got cell phones.

17.)  If you are in business, I think you should make a list of all the things you should be doing before you take the time to embark in social networking.

18.)  If you are new to business and you don’t have a client base or prospect list, I can understand the appeal of using social networking to get your message out and to develop relationships with potential customers.

Why Blog when you can Twitter?  Why call when you can LinkIn?  Do old dogs Yelp?  Why pay for stuff when you can get it for free?  These are a few of the questions I’ve been pondering recently.

I launched a new website on January 1^st, 2010 that offers free online computer training: www.teachanolddognewtricks.com.  You can also access it by visiting www.UoldDog.com.  I offer Microsoft Word, Excel, PowerPoint and Outlook training, as well as, ACT!, QuickBooks, Computers 101 and much more.

Why am I offering my training for free?  Because I can and I want to help people in need.

A few years ago I read the book “The World is Flat” by Richard Friedman and the impact it had on me was profound.  I realized I had the ability to reach the world and I found that daunting and inspiring all at the same time.  To think that I can post computer training videos online and help someone half a world away is rather exciting.  But at the same time, that knowledge filled me with a sense of responsibility.  I picture the unemployed worker in Detroit trying to improve himself or the grandmother who was never quite comfortable with computers and wants to learn more.

I believe if I help these people, it will come back to me is some way and that’s why I’m doing it.