Where are the Cyber Police? (WT425)

Where are the Cyber Police? (WT425)

Blog

WT 425 Where are the cyber police

For many people, August 2018 has been a difficult month. Astrologers have warned of the tricky effects from eclipses as the energy for the planet shifts.

I was a little more than interested when I heard one Astrologer say that some of the effects could include cyber hacking because that’s exactly what happened to me.

I received a number of messages through my website from concerned people asking me to produce a receipt for a credit card charge that read “Shirley Dalton Newcastle”.

I was shocked. They weren’t my customers and I hadn’t charged their cards, let alone received any of the money. 

It turns out someone set up a bogus account in Stripe (like Paypal) using my social media details to verify the account and then somehow charged the credit cards for amounts from $799 to $1995.

As soon as I became aware of this I contacted Stripe to ask them to investigate. They don’t have a phone number you can find anywhere so it was all by email and very frustrating. They advised that I had to go to the local police and get a police report, which I did.

That still wasn’t enough to convince them. I contacted the ACCC, Department of Fair Trading and the Australian Cyber Security Centre as well as other departments and no-one seemed to be able to help.

Where are the Cyber Police?

I was beside myself. I had almost resigned myself to the fact that I couldn’t do anything about it until a representative from Stripe finally agreed to call me at 9pm. I have to say I was still sceptical that she was really a representative and not the scammer, however she gave me some details for the police and cyber security people if they wanted to contact Stripe.

Out of the blue I also received a phone call from an Australian Federal Police officer who informed me he would contact the victims and also the merchant company.

I have no idea what will happen with the investigation. I have no idea how much damage this has caused my business and reputation. What I do know is that it is extremely difficult to find and prosecute the people who do these things.

Where are the Cyber Police?

Truly, it’s a scary thing to find out your details have been used for something illegal and damaging to others.

You can’t be too careful with what you post or share. Just a few days ago Ross got a call from someone wanting to sell raffle tickets for a charity. He came and asked if I was okay to support the charity. “Yes, but you’re not going to give our credit card details over the phone are you?” I asked.

He shook his head, as if to shake his brain. It’s so easy to get caught with things like this and if you do it willingly or knowingly you are not covered by your bank. We were shocked and saddened to hear of an 80 year old couple handing over $15,000 believing they owed it to Centrelink and because they did it willingly the bank could not reimburse them.

It’s sad that we need to have cyber police and from my experience we definitely need to have a collaborative force with worldwide jurisdiction.

Until we get dedicated cyber police, be sure to check your accounts, your junk box and change your passwords – regularly!

What’s Your Criteria? (WT422)

What’s Your Criteria? (WT422)

Blog

WT 422 What is your criteria

Warning! This week is a bit of a rant but it also holds a very important message for you if you have customers. 

For the past 5 or more years I’ve had a merchant facility with the nab bank and eWay to accept online payments and payment by credit card (and yes I am naming and shaming). Last month I was shocked to look at my statement that showed that I was being charged 3.32%, 7.14% and a whopping 14% on some credit cards for payments from my customers.

I rang eWay to enquire about the rates. “Oh, that’s not us. Those rates are set by the nab.”

I rang nab. “Oh, that’s not us. You’ll have to talk to eWay.”

I rang eWay again. “Oh yes, that’s because of the way the account was set up and nab sets the rates.”

“This is not helpful. What can I do about it?”

“We have an arrangement with Westpac that would be 1.9% +20c per transaction.”

“That sounds good. What do I need to do to set that up?”

“I’ll transfer you to a Westpac representative.”

The Westpac representative informed me that I had to open a business banking account with Westpac at a local branch, then I could apply for the merchant facility.

I spent two hours setting up the bank account. The banker called the Merchant team and I answered the questions for the merchant facility.

Less than 24 hours later my application was declined. There was no reason given.

The lady from the merchant team called me to ask if I had received the email telling me that it had been declined. At that point I hadn’t opened my emails, so you can imagine my surprise, disappointment and anger.

To be clear, I wasn’t that angry about being declined for the facility. There are a number of other options for taking payments. I was, however, extremely annoyed that this will now be added to my credit history and will affect future applications.

I questioned the lady as to why I was declined. Apparently it was bank policy not to disclose. I asked to speak to someone more senior. Again I was told it is bank policy not to disclose the reason. The only reason I can imagine is because my forecast revenue for online payments may have been lower than they want. Still no response.

I asked whom else I could complain to so they transferred me to the Complaints Department. All they did was “catch and pass”.  They listened to what I had to say then replied with, “I will have to refer this to the merchant department for them to investigate. This will take 7 business days.”

“Aaarrrghghghghgh!” 

No-one would tell me the criteria for acceptance. No-one would tell me why my application was declined. (Just so you know, my credit score is extremely high, so that was unlikely to be the reason.)

A similar thing has been happening to the surveying industry with what used to be the Lands Department.

Land Registry Services (LRS) as it is now called, have a checklist that they use to assess applications for title. Up until now, they had not shared the checklist, so surveying firms could be penalised for something they didn’t know they had to do or not do. 

Here’s my point. If you want your customers to comply with your policies and procedures, doesn’t it make sense to let them know the criteria. 

If I had known the criteria for the application and found I wouldn’t meet it, I wouldn’t have applied.

Surveying firms would do the same with their applications. They would make sure that every application was assessed against the checklist BEFORE submitting it. 

Take a look at your business. Do you have qualifying criteria for any of your services or for taking on potential customers? 

If so, do you share this? 

And if not, why not? 

It’s the same with your team members’ role descriptions. If they know what they have to do to what standard, they can assess themselves and make sure they are doing things right.

This experience has certainly taught me to ask more questions and check the criteria.

If You Don’t Train Them (WT421)

If You Don’t Train Them (WT421)

Blog

WT 421 If you don't train them

I was sitting in the waiting room. The phone rang. The junior answered. I didn’t hear what the caller asked, but I could guess based on the answer. “It will be $50”. 

My guess was that the caller asked how much the service would be. 

As soon they got the answer they hung up.

If you were the owner or manager of this business, would you be happy if you overheard that conversation? 

I know I wouldn’t be and yet you can’t blame the junior. The junior did what she was asked; she answered the question about cost. 

If you don’t train your people, you can’t be angry when they don’t do things the way you would like them done.

Most customer enquiries in any business, in any industry usually start with a question about cost. Why? Because customers don’t know what else to ask. 

It’s your job to take control of the phone call. 

You could start by asking permission to ask them a few questions. “Do you mind if I ask you a few questions to make sure I understand your situation please?” 

Here are a few examples from different industries that follow once you have been given permission to ask: 

“Is it for your son or daughter?”  

“Is it for a special occasion?” 

“Is this something you need urgently?” 

“Are you looking to buy or rent a property?” 

It’s very important to have a script or cheat sheet so your team can answer customer enquiries in a professional and consistent manner whilst taking control of the call. We call this “Telephone Technique”. 

It’s up to you to develop the script or series of questions. You know the information you need in order to determine if you can help someone. You know why you ask the questions you do. 

If you haven’t done so, please write this down. You don’t have to personally write it down, you can record it and have it transcribed, but someone has to document it. 

You’ll be surprised at how many more sales you’ll make, or time you’ll save by qualifying the right rather than wrong customers, if you’ll just take the time to unpack what you know and train your people.

You might be very surprised (and disappointed) if you were to listen in on your calls and add up the number of potential sales you lose, simply because you don’t have a script and you haven’t trained your team.

What’s Your Time Integrity? (WT418)

What’s Your Time Integrity? (WT418)

Blog

WT 418 What's your time Integrity

Following on from last week where I confessed I had missed an appointment, this week I still want to talk about Time Integrity but in a different way.

When I was younger (about 30 years ago), I used to do psychic readings for people. They would book an hour and 4 hours later, they would be walking backwards up the driveway, trying to get away.

I couldn’t help myself. I wanted to give them everything I could. I did their Astrology and Numerology charts. I gave them a jewellery reading as well as a Tarot reading.

I thought I was providing so much value.

I didn’t realise that I was actually out of integrity with my time.

I had forgotten about this until this week when a colleague of mine asked for feedback on an online training seminar he presented and one person questioned him and reminded him of his lack of integrity around time.

His session was scheduled for 60-90 minutes. He finished after 3 ½ hours.

His response to the feedback was that he wanted to give massive value and share all that he had to give.

“Ouch.” It reminded me of me.

Having time integrity doesn’t only mean we show up on time. It means we stick to the time we have agreed. Your customers and staff have planned their day around the time they expect to be with you.

We are doing a disservice and disrespecting them by going over time, especially without their permission.

It also reduces the motivation for people to want to catch up on training sessions, etc. when they see the time they need to watch is now 3 ½ times longer than expected.

More is not always better. In fact, less is more.

Here’s another example. I was invited to submit an article for an industry magazine. The word limit was 500-700 words. I prepared 1440 words because I was using the content for my TV show. Being over the word count was not helpful. It reminded me of this quote “If I Had More Time, I Would Have Written a Shorter Letter”, attributed to a number of different sources. The editor was adamant, so I had to invest more time and eventually got it down to 584 words.

The editor forced me to be succinct and to choose every word carefully.

This week your task is to notice your time integrity.

Are you respecting your customers, colleagues, family and yourself or are you rationalising your time indulgence by telling yourself you are adding tremendous value?

What’s Your Time Integrity?

Are You Right or Righteous? (WT417)

Are You Right or Righteous? (WT417)

Blog

WT 417 Are you right or righteous

Wow, what a difference a week and a few days can make.

Last week I was on a high, celebrating 8 years of thoughts. 

This week was low as I succumbed to being a victim and was planning on a thought to remind us all to be our word; to apologise when we make mistakes and to consider other people. 

And yesterday that thought changed from being right to righteous as I checked my diary and to my horror realised I had done the exact same thing I was moaning about from others. 

I completely missed an appointment. 

Not just any appointment. It was a Weekly Thoughts coaching gift appointment. (My biggest apologies to Anthony!) 

So this week we take a look at the difference between being right or righteous. 

My Google search on the meaning of “righteous” helped me be able to explain it to you this way. “Righteousness stresses guiltlessness or blamelessness and often suggests the sanctimonious (making a show of being morally superior to other people)” (from Dictionary and Merriam Webster). 

Ouch! 

In my mind I was blameless and morally superior. One of my coaches missed an appointment with me, not once but twice. I would have been ok with it, except that each time I had gotten up especially at 4:30am for the appointment. On the second occasion, the assistant did send me a cancellation notice, however with the time differences (they are on the East Coast of America – 10 hours ahead of me), the message arrived in my inbox at 1:00am. And the worst part for me, there was no apology; no recognition of the inconvenience for me. In my mind I was right and justified. 

The message in that regard is clear. Consider your audience and communicate in a timely way and let people know what’s going on. Apologise when you are in the wrong. Accept that you made a mistake and own it.   

And then when I did the exact same thing, the universe slapped me in the face. OMG! And there it was – I wasn’t being right, I was being righteous, morally justified and without blame. 

How about you? 

Are you right or righteous? 

If you’re right, go ahead and assert yourself and stand up for yourself, however if you think you’re right and without blame and insist on judging others whom you consider to be guilty, you might want to remember this saying I learned as a child, “He who is without sin, cast the first stone”.

Are you right or righteous?

The Universe Likes Speed (WT416)

The Universe Likes Speed (WT416)

Blog

WT 416 The Universe likes speed

Woo Hoo! 8 Years!

Today we celebrate 8 years of Weekly Thoughts. 

OMG! No-one is more surprised than me to reach this milestone.

And even more impressive for me is that I haven’t missed one week in all that time.

Wow, that’s commitment for you.

And these thoughts are for you.

I actually enjoy writing them and sharing what I learn along the way.

This week is no exception. Of course there is a message or three.

Dr Joe Vitale said, “The universe likes speed.” He was referring to a training program he created shortly after being featured in “The Secret”. Whilst he was out the back of his home filming his new program, a friend was on the phone leaving a message to see if he would consider creating a program to expand on “The Secret”.

The Universe Likes Speed. That’s message number 1.

Message number 2 – When you want something, you have to go for it.

Message number 3 – When presented with an opportunity you need to recognise it.

Now put those messages together and here’s your opportunity.

To celebrate completing 8 years of thoughts, I am gifting 8 x 1 hour coaching sessions with me (at no cost) to the first 8 people who reply with a resounding “Yes Please”.

If you’d like to invest an hour of your time with me, I promise to provide world class coaching for you on any topic you nominate (as long as it’s legal and moral). It doesn’t matter where you are in the world. This gift is open to you, my treasured Weekly Thoughts subscriber.

If you want it, go for it.

Recognise the opportunity and act with speed.

And just to encourage you, I consistently take my own advice. That’s how I ended up in the Bahamas a few weeks ago, receiving world class consulting for myself. That’s how come I’ve worked with and learned personally from such personal and business development gurus like John Assaraf, Jack Canfield and David Bayer and Sales and Marketing gurus like Wendy Stevens (Guerrilla Marketing), Charlie Fusco, Lisa Sasevich, Mike Koenigs and Personal Growth and Transformation greats like Sandra Bravo, Michael Domeyko Rowland and Alpha Dynamics, to name but a few. 

I can’t think of a better way to celebrate than to give the gift of what I do best.

Please don’t be shy. Please don’t consider yourself not worthy or not deserving. There are no hidden agendas. This is my way of saying “Thank You to you, my lovely Weekly Thoughts subscriber for your continued support over the past 8 years”.

I look forward to seeing you take action towards manifesting the life you want to live. And if you’re reading this after the event or you didn’t quite get there; don’t worry, the 3 messages for this week are important life lessons and I plan on continuing for at least another 2 years; so plenty more thoughts to come.

Pin It on Pinterest