Life is crazy.
Reputation Isn’t Everything
I’m a code monkey by trade. Software development pays my mortgage.
I’m also–and separately–a small business owner and have been for years. I’ve actually got several side-hustles going, but only one of them is formal, organized, and incorporated as an LLC. A few years ago, a friend and I decided to go into business together, got certified by the state and start making some extra money.
I have recently discovered that two of the government agencies related to our business have been referring students to us. When our customers call the certifying organization, they are–at least some of the time–recommending us over nearly 200 of our competitors. You can’t buy that kind of marketing. At least, I hope you can’t.
How did that happen? How did two faceless bureaucracies decide that we were the company to recommend?
People talk. Over the last few years, we have worked to make sure people want to say nice things about us. What did we do?
1. We never lie. Our business is training. If one of our students asks a question I can’t answer, I admit it and promise to find the answer. Then, after class, I find the answer and email it to everyone.
2. We are reliable. If we schedule a class and just one person shows up, we hold the class. We have had classes with two instructors and one student. Our hourly rate sucked those days, but the students loved the attention and sent us business afterward. I’d never cancel if even one person is planning to be there.
3. We give it away. We give a lot away. If our customers have questions before or after class, we answer them. I spend time on related forums answering questions. Veterans take our class at cost. I try to give away at least as much value as I get paid for.
Now, this sounds like a sales page, but it’s not. I’m not mentioning the name of my company or even the industry, just so nobody thinks I’m trying to drum up business.
We have dropped a crazy amount of time and effort into building our reputation. With a firm foundation of knowledge and the 3 items I mentioned above, a good reputation is easy to build. A bad reputation is even easier. It’s been said that a happy customer will tell 1 person about his experience, while an unhappy customer will tell 100. Repairing the damage from the unhappy customer is much more expensive than just doing it right the first time.
Building a good reputation is absolutely critical for a successful business. Be ethical, honest, and helpful. Always be there when you say you will be, and try to give away as much as possible without actually hurting yourself. People will talk, so don’t give them a chance to say bad things without being liars themselves.
Reputation isn’t everything. You also need knowledge, marketing, and a product. Without a good reputation, however, the rest doesn’t matter.
Nigerian Phishing Scams
phish·ing/ˈfiSHiNG/
Noun: The fraudulent practice of sending e-mails purporting to be from legitimate companies in order to induce individuals to reveal personal information, such as credit-card numbers, online.
Have you ever gotten an email from someone claiming to be a Nigerian prince trying to smuggle money out of the country, or the administrator of the South Sudanese lottery commission?
The emails tend to be similar. You’ve won the lottery, but need to pay the transfer fee and applicable taxes before the money can be sent, and by the way, they need your checking account information to transfer the money out of your account. Or, the elderly wife of the Reverend Saint Whateverhisnameis has the entireGDPof some small African country in her bank account that her dear, departed husband stole honestly, and she needs a trustworthy soul in the States to accept the transfer and your reputation proceeds you.
Yeah, people still fall for it. It’s called Financial Darwinism. Only the strong shall retire.
Yesterday(as of this writing, not as of your reading), I got my first-ever phishing phone call.
The conversation went something like this:
Worthless scum scammer: Hello, you’re schedule to receive a delivery at10:30 this morning and I need to verify your information.
Me: What delivery?
WSS: Is this Linda, L-I-N-D-A?
Me: Yes. (Please note, I am very much a guy and clearly sound like it.)
WSS: You buy international. I’m scheduling delivery. Are you at (lists house number correctly, but no street or city).
Me: What’s getting delivered?
WSS: A brand new Mercedes.
At this point, I wanted to play, but I had to get to work, so I hung up.
Worried that I may have made the wrong decision, I called my wife to see if she made a side trip to buy a luxury car while she was running errands last week, but she said she didn’t. I’m not sure I believe her. I think that it may have just slipped her mind.
It’s worrisome that some scammer call-center in Nigeria is buying lists of potential marks in theUS and calling them. I much prefer my scammers to send emails.
Have you ever gotten a 419 phone call?
Side Hustle: Garage Sale Management
Pre-sale preparation and marketing are important, but ultimately, the money comes from how you manage the sale.
How many people will you have staffing the sale? There are a few considerations here. How many people are involved in the sale? How many people can take the time off? It’s best to have three people at the sale at all times. Two people can manage the money while the third plays salesman and security. Staffer #3 is in charge of watching for price-tag swaps or other theft, answering questions, and trying to upsell. It also allows for breaks, which, if you’ve ever spent a day in a garage drinking coffee, is important.
When are you going to be open? You don’t want to open so early you don’t have time to wake up and get ready for the sale, but you don’t want to open so late the professional garage-salers drive past and forget about you. Plan to open sometime between 7 and 9. When will you close? Staying open until 6 will catch most of the after-work crowd, but it makes for a long day, but closing at four cuts out a lot of the late-day shoppers. Our hours were 8-5, which seemed to be a good compromise between a long day and the best sale.
[ad name=”inlineleft”]Don’t be afraid to shut down. The first day of our sale was cold, wet, and miserable. We had to canopies in the driveway, but everything was getting wet, anyway. Traffic was slow and we weren’t enjoying ourselves, so we shut down. Lunch and a nap improved our outlook considerably. At the end of the day, we start packing up, even if people were there. We tried to only pack what they had looked at, and we didn’t try to rush the potential customers, but we did let them know that the sale was ending for the day. The folks who came in half an hour after close on the last day seemed upset that we didn’t unpack everything for their amusement.
Our layout was designed to get everything easily visible while maximizing traffic. The first day, we were confined to the garage and tents, so space was limited. There were baskets under each of the tables. That forced people to crouch and block each other. The second day, we expanded to fill the driveway. Our tables were organized in 3 rows–a “U” shape with a double-wide row of tables in the middle. This allowed people to see everything in one pass. The middle row had periodic breaks so we could move around to help the customers. The pay table was in the middle of one of the outer rows, which let us monitor the entire sale.
Find someone to watch the kids and pets. If you have to keep an eye on your children, you aren’t watching the customers or giving them the attention they need. Your dog–no matter how well-behaved–is a liability. It will be stressed at the people. Some customers will be allergic or afraid. Just don’t do it.
Ideally, you will have someone who isn’t taking money, knows a little bit about most of the merchandise, and isn’t too shy to talk to strangers. His job is to wander around, answer questions, and help people decide if they want an item. He’s the sales-weasel. If he’s pushy, he’ll chase off the customers, but if he’s hiding, he isn’t making any money. Unusual items should have a sign attached explaining why they are special, so the sales-weasel doesn’t have to explain it to everyone.
Every single item should be priced, but not everything needs to be priced individually. We priced all of the movies in a group. “VHS: $0.50 or 5 for $2, DVD $3 or 4 for $10”. Nobody should have to ask what an item costs. If there are multiple people doing a sale together, make sure everyone is using colored price tags to identify who is selling what.
People come to garage sales expecting to find good deals. If they don’t, they’ll leave. Our rule of thumb for pricing was about 25% of retail, with wiggle-room for the item’s condition. New-in-the-box sometimes made it up to 50% of retail. Our goal was primarily to reduce clutter, so a lot of items were priced at 10%. You have to keep in mind that, if you price things too low, people will assume there is something wrong with it and not assign a value in their own minds. Price it at what you would be willing to pay in a garage sale, then mark it up–just a bit–to account for haggling.
People love to haggle at garage sales. It gives them an opportunity to brag about the great deal they fought for. Try to accommodate them. One of the people participating in our sale was selling antiques with a definite value. She didn’t want to haggle on any prices, so we simply hung up a sign that read “All white-tagged prices are firm.” Everyone else was willing to accept almost any reasonable offer. Our most important rule for accepting a price? If you pissed me off, I didn’t budge on price. Insult me, or offer 1/10 of the price, and my defenses go up, bringing your final price with it. Talk nice and use some common sense while haggling, and you got what you asked for.
[ad name=”inlineright”]Could we have maximized the sale more? Probably. I had intended to hang up a sign that simply said “$100” to set a high anchor-price on everything, but I forgot.
Note: The entire series is contained in the Garage Sale Manual on the sidebar.
Update: This post has been included in the Carnival of Personal Finance.
The End of Litter
In honor of Earth Day (a day late), I’m going to talk about ending litter.
Not the stuff you find on the street or throw from your car window. I don’t mind that because, on a long enough timeline, everything is biodegradable. Mother Nature is tougher than I am. She can handle my McDonald’s wrappers.
No, I’m talking about the real scourge: cat litter.
We’ve got four of the things, and let me tell you, they make poop. Everyday. I keep telling my wife that they are going to continue making poop as long as we keep feeding them, but she continues to give them food.
For those of you who don’t know, most cats use a litter box, which is a fun pan full of a sand-like mixture of diatomaceous earth and bentonite clay, which trains your cat to use the neighbor kid’s sandbox if you let the little potsticker go outside.
Thanks for that.
So, everyday, our four cats crap in a couple of pans full of sand. Until the sand pans get too full of cat crap. Then, they use the couch.
Who decided this was a good system? Is it a conspiracy of Big Couch to force people to buy new furniture on a regular basis, the way Big Oil suppressed the 1000 mile-per-gallon carburetor, Big Pharma suppressed the cure-all hemlock pill, and Big Sword suppressed world peace during the Dark Ages?
There’s got to be a better way.
Right?
Enter the CitiKitty. It’s the miracle cat potty trainer featured on The Shark Tank.
Here’s how it works:
- Move the litter box to the bathroom and start using flushable cat litter.
- Once the cats are comfortable with that change, put the CitiKitty on the toilet, under the ring and add litter.
- In a week or two, when all of the cats are comfortable with the setup, pop out the center ring of the CitiKitty. This gets the cats used to doing their business over water.
- Every couple of weeks, pop out another ring until the cats are used to standing on the slippery ring and crapping directly into the water. Praise the cat when it happens, because cats give a crap about your opinion.
- Throw the litter box away and brag to your friends.
Because I love testing things to make my life easier, and I hate cat crap, I gave the thing a try.
It worked great until step 3. Apparently, pooping directly into water is similar to trapping a vampire with running water and causes the cats to panic and find somewhere else to poop, never to return to the bathroom.
There’s really nothing better than stumbling into the living room half asleep, turning on the news and flopping onto the couch, only to find a little lump, still warm, under your butt.
Don’t get me wrong, step 2 was a pain in the neck, too. In order to use the toilet, you have to take the stinking sandbox off of the toilet without spilling litter all over the bathroom, find a place to set it that isn’t disgusting, do your business, put the litter pan back on the toilet, and wash your hands really hard. If you’re a friend of my son’s sleeping over, it’s easier just to not notice the litter box sitting there and top it off in the middle of the night.
It’s a heck of an idea. The best execution I’ve seen for getting a cat to crap in the toilet.
But it doesn’t frickin’ work. If you’ve got a cat using the toilet, I’m guessing you had to sacrifice the neighbor kid to some kind of evil Lovecraftian entity to make it happen, because the CitiKitty didn’t do it.
UFC: Salary or Prize Purse
A gig in the UFC must be pretty lucrative, right? I mean, look at the top UFC earner Chuck Liddell. His lifetime total pay-per-view career bonus earnings since is estimated at over $4.3 million. Tito Ortiz isn’t far behind with just over $4 million. And what do the lower ranking fighters earn? Two thirds of them are estimated to make less than $100,000 per year. That’s gross salary. Take out insurance, taxes, equipment, and license fees and the payout isn’t as sweet at the bottom. Some office drones take home more money than UFC fighters do. And those drones don’t have anything close to the job hazards associated with the UFC.
So what do the fighters make? President White jumps around the issue in a Fox 11 Sports Interview from September 2012. While he insists that there’s a guaranteed amount, he dances around the question, insisting that “the guys get paid a lot more money than what you’re seeing on things.” He admits that bonuses and incentives make up part of the pay structure. Obviously the amount of the prize money correlates directly with the hype surrounding the fight.
How much? Well, not all bonuses are made public. In fact, the athletic commissions didn’t even release prize purse information until 2004, so it’s impossible to account for UFC 45 back. And currently the only prize purse amounts that are released are Fight of the Night, Knockout of the Night, and Submission of the Night. The rest of the bonuses beyond that, including sponsorship money, pay-per-view cuts, and other “locker room” bonuses aren’t even publicly reported. But new UFC rules require sponsors to pay the UFC for the right to provide sponsorship for fighters, a stipulation that leaves less money that goes directly to the fighter.
Dana White says that the fighters are free to share their income figures if they like; their contracts do not gag them from releasing the amounts. Yet it’s difficult to pin down the exact amount the UFC grosses each year from ticket sales, pay-per-views, merchandising, DVD sales, and video games. Fighters like Jon Fitch and Tim Kennedy have publicly spoken out against UFC’s pay schedules. In fact, Kennedy stated that emptying trash cans pays better than the UFC. It’s further proof that it’s all about the purse.