Experienced expat gives advice to business start ups

The dust is starting to clear and I am back to blogging again. I have moved house and most of my paper work is now up to date. Just waiting for French burocracy to catch up with me. I have also cought up with my reading and have discovered a new blog that should be of interest.

The Expat Entrepreneur blog is written by John Falchetto, some one has much experience of other countries. Lots of good advice on starting a business in another country. One particular post I found interesting is Self management for expatriate entrepreneurs – Stop doing list

I have already ‘stopped’ doing things that had no real return, blogs that had lost readership or did not have much of a monetry return for the amount of time spent on them. It is very easy to start new things but it can be difficult to let them go if they are not going anywhere.

I’m not dead…

It has been a while since I had the chance to write something. I have just about moved house, the last few things are being picked up on Wednesday. I have also bought a car, sorted out my finanaces and started to look for a proper place to live. I am currently looking at the outskirts of Agen, somewhere quiet but easy access to the city.

Still going through a few personal problems (friends now about that already) but hopefully once I get sorted I will be back here full time. The problem with being away from a blog for a while is that it can be difficult to get started again. Not exactly ‘writers block’ but getting the time to do proper justice to an entry. Doesn’t help the kids are on holiday and the effort to move house.

In the mean time I am open to guest posts. If you have something to say about the Internet and business here in France then drop me a line and I will get back to you.

How to do ‘good customer service’

I am moving house, so amongst all the things that need doing, the ADSL line need to be disconnected or transfered to my next place. I tried doing it via the SFR website, there is an option to follow but it does not seem to allow you to terminate your contract. You can only move it on to somewhere else where there is a phone socket already installed. But that lead on to problems…

  • The place I am moving to, I used to live there. Then it was rented out. So the phone number I had was too old for the SFR website to check up on.
  • It did not recognise the address I gave it
  • The site gave up helping me and I had to phone SFR to take it further

All very frustrating and I was ready to just get the line cut and be done with it. I gave it one last try so I phoned them. I thought my French was passable but the lady on the end of the line sounded so confused and kept repeating the same old thing. Perhaps her book of customer service was not up to scratch. She ended the call by saying she was get someone who could speak English to call me back.

Two days later, I get a call on my mobile phone. An English speaking lady from SFR willing to help me out with my needs. She listened to what I wanted, I explained the frustration with the website and then good customer service kicked in.

For starters the line will be transfered to the new address, she found it as well as the previous persons phone number. Not only that, I now get €5 discount per month for a year – just for staying with SFR. And thrown in to the deal, I get a brand new Neuf/SFR router at only 5€ instead of €50 if I had asked for an upgrade.

She made each step of the transfer clear even though English was not her first language. She treated me as a valued customer, after all they found an English speaking person to call me back on my mobile. I have been critical of SFR in the past but this care given to ensure I stay with them changes my mind somewhat.

Guest post: Having a website designed and getting it out there

This guest post was written by Jason Roberts. He is an artist that has made a progression into designing websites. He specializes in the design and layout aspects of websites using rich colours to produce dynamic designs. He also creates Facebook business pages and Twitter accounts, for more details visit his website.

For anyone out there thinking about having a website designed here are just a few key things you should prepare and consider. These are just some of the things I as a designer require from a client to help me produce a good and functional site. Before you go hunting for a designer firstly make sure you have thought of the name for your site, create a list of all the sites that you have found that you like. Save the links and write what you like about each site as this will give your designer some idea of what you want.

Make sure you have an idea of how many pages you would like and prepare in advance all the text that will be need. If you have photographs prepared make sure they are full size and have not been compressed. Most designers will have state of the art software to do this which will produce better results.
Keep it simple! You can do great things with designs and have a multitude of flash components within your design. Now my advice is keep sites simple and clean, the less complicated a site, the easier the user will find it. The more hi-tech you want a site the more money it will cost as not all designers create databases and such like. Some designers will out source work that requires coding and solely look after the design aspects. Larger design companies will probably cover all aspects in house but larger design companies can be more expensive than some of us freelance designers.

Getting your site seen:

Do not forget about such online resources as Facebook and Twitter, I as a designer make sure I tell my clients about getting a presence on both these sites. I also create and set up Facebook business pages and Twitter for my clients so that it matches their website design. Then once the design phase is finished the client has a good presence online and does not have to worry about trying to set it up after.

Google: Now please remember to allow up to four weeks for Google to index your new site. This means basically that if someone types in the name of your site in the Google search bar they will find you. For example just typing “profizik” in the search bar no http or www bit.

Keywords:

Now when you write your front page make sure you think about keywords. More does not mean better results. If you are writing about say a B&B business that offers the best cycling holidays for beginners in France. Now some of the keywords here are B&B, bed and breakfast, holidays, France, cycling, cycling for beginners, etc …

Your email signature:

This is one of the most powerful marketing tools that cost you nothing. Make sure you have a link inside your email signature. Everyone you ever contact then can see this and you just never know who they might pass it onto.

Friends and Family:

Make sure your friends and family get to see your new site and ask them to pass it onto their friends for feedback.

Hosting of your site:

Now if you live in France one thing you might want to consider is what type of hosting company the designer uses if he or she hosts websites. If you wish to access statistics about your site how many visits you have had or other information. Then if you are not fluent in French make sure the designer hosts with a company that has English control panels. I for example rent sever space from a UK company to host the sites for my clients that way they have access to Cpanel in English and also support.

Remember that once you have your site is online the work does not finish there, you cannot rely solely on the internet to bring in business. You will need to be clever and market your site via every means possible thus directing people to your website.

Latest news in brief

I have been very busy with moving and planning for future projects (like the local business networking events) and not had time to post the latest news that has been recently emailed to me. So here is it in brief…

  • Etcetera Fun Day and Trade Show is happening on the 20th June. Organised by the free expat news paper for the Haute-Vienne, Charente, Vienne and surrounding areas. Big Dish Satellite will be there demonstrating Internet by satellite.
  • The Angel Traders will be holding there trade fair at Domaine De Sedieres, Sunday 20th June 2010, same day as the Etcetera Fun Day. Contact Angel Traders for information on tables and prices.
  • Suzie Blackman has a warning for us all on the Survive in France Network site, I will post her message here as it is very important…”Probably those of you who are fluent in French might realise but at the beginning of the year I received a very official ‘envo-letter’ (the sort your pin number comes in and you have to tear off the edges to get inside). It said it was from Info Legislation Paris. Marked with a large “RAPPEL” quoted all sorts of Dossier numbers, my SIRET number, had a bar code, quoted article this and code that and mentioned sums like 1500€ and 3000€ if I didn’t send them 189,52€. Something lodged a question mark in my brain so I sent a copy to the CCI in Perigueux and they confirmed that it was a hoax and would get their lawyer on to it. Take care – it’s dangerous out there!“

Watch out for Twitter spam emails

In the last few days my inbox has been flooded with emails telling me my Twitter account password has been changed. The email includes the new password and possibly an attachment. Twitter does not send out passwords in this manner. The email tries to get you to change the password to one that the spammers know. Once they have control of your account, they can do what they want with it.

The spammy email titles include the word ‘Twitter’ with a set of numbers. The content features…

Attention! We detected that someone was trying to steal your Twitter account password.

We strongly recomended you to download our secure module to protect account!

Please click on the link below:

I am not going to give the link itself, several of the email I have received include a zip file attachment, no doubt a virus. Some also contain ‘links to Twitter’ which in fact go to a completely different site. Another attempt to capture your account details.

If in any doubt, delete! Don’t let the spammers win!

Just a word on website navigation…

Lots of thought goes in to a websites design. The words, pictures and how it looks on screen. Also just as important is the way a visitor travels through the site. The navigation options should appear on each page, be in a consistent place and be simple to use.  No more than 3 clicks to get to the desired information.

One thing that is often over looked is how a visitor actually uses the site. Let me give you an example…

I am looking for a place to rent, house or apartment in Fumel (dept 47). I have checked many French estate agent sites but there was one site that prevented me taking a good look. I am in the habit (good or bad) of opening multiple browser tabs. I have one tab that contains the search results, I open further tabs so that I don’t loose the search and I can compare the properties. Just a matter of clicking between each one.

The site seemed to be driven by Flash and Javascript.  I could not open new tabs from the hyperlinks as they were buried in script. I found it painful to have to keep switching pages for each property in the search results. It makes for a good looking page but for me it just did not match the way I work. Not only that but many of the properties were already on other agent sites so there was no real benefit for me to stay.

It is really important to consider how a site is to be used. Visitors like to keep track of what they have seen, often as not by keeping seperate tabs open. Burying links in excessive code not only contributes to bad user experience but can also be very bad for search engines.

It does not matter how pretty a site is, if a visitor finds it diffcult to travel through it then they won’t come back.

Interested in a local business networking event?

Since my initial postings on Survive in France about networking events for business, things seem to be moving on quickly. I posted about a possible need and indeed there does seem to be one. So if you are interested then please visit the new home page for Tint-Network. From there you can visit the sign up page so that you can receive updates by email.

The date for the first meeting is 2nd October but the exact location is dependant on numbers. There are now two possible locations and again, knowing numbers helps to decide where it will be held.

If you know anyone who would be interested in a local business networking event then please let them know.

Customer service can make or break your business

It does not matter how big your company is, if you can’t provide good customer service then you have a problem. How you respond to your potential and existing customers says alot about you and your business.

Two examples from large and small businesses

On the Survive In France network there is discussion about France Telecom and their failings. Some people find their service terrible, not enough communication, poor response times and just lacking in care for their customers. However others have good stories to tell about FT and Orange. The ones that get remembered and spread are about how they fail. That’s human nature.

I am in the market for a house or flat to rent. I need to get it sorted soon as I don’t have much time. I was recommended a business that seems to be run by an English person. Due to the time limit I have I called their phone number hoping I can get on with my plans. There was no answer so I called their listed mobile number. That had an answer phone so I left a message with some details and my number to call back on. That was more than 48 hours ago. Will I wait for them to call back? No, move on to some one else. There are plenty of people out there to choose from.

Is this really a common problem?

I gave two examples but I have heard stories from friends and family where businesses have failed to return calls or just not follow up. This applies to French and Expat companies so it is not just Expat’s who are failing. However, Expats initially prefer to deal with fellow expats, either to give them work and help to support them or because of possible language barriers. The expat community however large can be seen as small and tight. If a business appears to fail to respond or breaks a promise to call back,  then word will spread quickly.

If you are not around to take a call then…

  • Use the answering service on your mobile
  • Use the answering service on your land line (I sometimes get them as audio files in emails from my ISP)
  • Buy an answering machine
  • Use Skype, subscribe to the service and get an answering machine
  • Get a note pad and a pen, write down details and call back later!

It is all about expectation

If you promise to call back and don’t, you ruin your reputation. You may not be able to because of work or unexpected calls on your time. What you can do is give your new potential customers an idea of when you will call back. On your website contact form state that, “we aim to answer all emails within 48 hours.”. On your answer phone message give some idea of when you can call back. If potential customers have some idea of how long they have to wait – they will wait. Not for ever mind you so ensure you check all messages often.

Keeping in touch with your customers

The Internet provides many tools to keep in touch with your customers. Email is easy, so don’t ruin it by not responding.  You can also use what is easiest for your customers. Not all of them will want to call your mobile, after all that can be costly. So consider using Skype, it’s free to use between Skype users. Many PDA and smartphones can have a mobile version available. You can even have a dedicated number that can be directed to where ever you are logged in.

How about your answer phone message giving alternative phone numbers or perhaps a web page that lists the different communication methods?

Make sure there is an open line of communication so that customers can contact you when they need you. Those who can respond and deal with their customers will keep their customers.

It’s a tough and competitive world out there, how will you stand above the rest?

Get the word out with a banner advert

I would like to welcome two new advertisers to this site, the Survive France Network and All French Services Immo.

The Survive France Network is a great social networking site, lots of great discussions and people. Created by James and Catherine Higginson, it is rapidly becoming a very popular and busy site.

AFS Immo run by friend Sandra and her husband, look after property and provide maintanance services as well as real estate listings. Great people who work very hard.

Halo International has been advertising for a while now, not new but still worth visiting if you need financial advice.

If you want to advertise here the please get in touch soon.

Local Business Networking events
Our first local event is happening in October, if you are interested and located in department 47 (Lot and Garonne) then please register your interest.

How can we help you?
We can help you make better use of the Internet. Need a website, blog or a shopping site? Then let us know what you need

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