What do you do when a competitor can simply outspend you? Get creative!

A month ago, we had the challenge of creating a stand-out experience at the Paypal Innovate Conference, where there would be lots of other companies with bigger budgets than our own (ie: a slew of ordinary yet expensive trade show booths). This is a challenge when you’re a smaller company trying to be noticed when rubbing shoulders with Microsoft or Oracle (if only we could fill our booth with Xboxs). So instead of trying to outspend and compete directly with our competition at the conference, we changed the rules.

This was accomplished by not having a booth at all but rather a stand…and not just any stand but a Banana Stand…and not just any Banana Stand but an almost exact replica of the Bluth Frozen Banana Stand from the TV show Arrested Development.

This idea not only changed the rules but created a two fold connection to people. Those who were fans of the TV Show made an automatic connection and got very excited by the stand, took pictures, told their friends and more importantly had a good time. Those who hadn’t heard of the show still appreciated the spectacle of the stand (big, yellow and hard to miss) and obviously enjoyed the shot of potassium that they got from the over 1000 free bananas (with FreshBooks Stickers on them) that were given out as part of the Bluth experience. Interestingly enough, our bananas were the only fresh fruit at the conference so they were an instant hit.

But it isn’t a real hit unless it can be related to FreshBooks in an understandable way. In this case, the banana stand represented a (very) small business that needs to get paid – simple and clear. And for Arrested Development fans, the entrepreneur George Bluth Sr. always says, “there’s always money in the Banana Stand,” reinforcing our message.

This cheap and cheerful idea was popular with the people at the event and resulted in a considerable amount of attention (online and off) so we were talked about a lot more than the big guys. It also simply said that FreshBooks is a great way to get paid faster!

I was recently asked by a friend, “do you have a social media strategy?” I replied, “No, we actually have a relationship strategy.”

All definition discussion aside, we build relationships with customers. That simply requires going where our customers are.  And it’s why we started using things like Twitter – customers were there asking questions about our products, so we responded.

People don’t understand social media; they think it’s “new”.  The truth is, social media is just like any other channel of communications you maintain with your customers – it’s exactly like telephone, and email, it’s just that most businesses haven’t learned to see it that way yet.

To help change some minds, do you know where we do way more relationship building? It’s talking on the phone, then chatting through email, and finally exchanging cards at conferences. We even take our customers out for dinner to take the conversations offline. We monitor Twitter,  have a Linkedin and Facebook page, but all three produce comparatively less interaction with our customers. We  look at the the whole picture, not getting caught up in new technologies, buzz words or definitions.

Twitter’s most important use for us is as a barometer. Almost everyone at FreshBooks uses search on Twitter to see what customers are saying. So thank you to everyone that Tweets, it makes us smile and motivates us to continue to serve you. Twitter search does provide a great way to get a small sample of what people are saying about you on and offline, but it’s just one way to listen to your customers, don’t forget the time tested and old faithful ways to make your customers happy, like having dinner, or getting on the phone.

In case you were busy, you know, running your business, International Freelancers Day has posted all the videos from the conference so you can watch all the talks for free. All you need to do is register with your email – that’s it! So if you have some time this week, why not go get some great insights from the conference.

Our CEO, Mike McDerment, spoke about “Workday Nirvana”- how to work at home. The three rules to workday nirvana: routine, discipline, and self-respect. He specifically covers how to setup your workspace, stay motivated, find new business and lastly, some golden rules. How is Mike an expert on this? Before starting FreshBooks, Mike was a freelance consultant working at home. Hence, he created FreshBooks to solve the pain point of invoicing customers and getting a snapshot of his receivables.

24 other high profile speakers spoke at the two day conference which you can also see by registering. The conference was focused around growing and sustaining your Freelance business with of course some extra tips and tricks. Topics included:

• Transitioning from a freelancer to a creative business owner
• Low-tech ways to land profitable clients
• Negotiating your way to success
• FaceBook and network marketing
• SEO copywriting
• Finding a viable market for your business
• Getting corporate clients
• Building your freelance brand
• Introduction to book writing
• Optimizing web content for social media

Are you a solo professional? Looking for the latest and greatest ideas, strategies and inspiration? You should attend International Freelancers Day on September 24-25. It’s a free online conference with 25 high profile speakers. Our very own Mike McDerment will be speaking.

The conference is focused around growing and sustaining your Freelance business with of course some extra tips and tricks. Topics include:

• Transitioning from a freelancer to a creative business owner
• Low-tech ways to land profitable clients
• Negotiating your way to success
• FaceBook and network marketing
• SEO copywriting
• Finding a viable market for your business
• Getting corporate clients
• Building your freelance brand
• Introduction to book writing
• Optimizing web content for social media

It’s perfect time to get some new inspiration as the freelance economy continues to grow!

It’s an online conference so everything will be broadcast online. However, the videos cannot be simply paused or restarted, you’ll need to be on time to catch all the great content – just like an in person conference. However, if you’re not available the day of the event, there will be video replays but only available to registered participants.

Also, did I mention it was free? There are no-catches or hidden fees. You’ve got nothing to lose by registering today.

Hi! I’m Kasey, one of the (very) Small Business Consultants here at FreshBooks. Just over a year ago, I joined FreshBooks as one of the newest members of the “Sales” team and I’ve learned a lot about client management since then. Through a mix of asking good questions, getting to know our customers, and having fun, I’ve learned how to (almost) always satisfy my customers.

1. Asking why. Sometimes, what the client describes as the problem isn’t the real problem at all but just the symptoms. By always asking good questions – you can find out, and solve, the real problem – a win for both you and your client.

   One particular example where this proved very helpful was one winter afternoon when I got a call from an upset client. He was frustrated, confused, and overall, having a pretty bad day. He was requesting his invoices formatted in a particular way, something that it didn’t look like we could do. So, I listened to him explain his case, and paused for a moment to figure out what (if anything!) we could do to solve his problem. I asked him why he needed his invoices like that – was there a particular reason that would help me understand his situation better? It was then that the real story came out – he had been dealing with a difficult client, and this was the third time he had sent them an invoice for the same work. He felt like the client was just stringing him along, trying to find ways not to pay him! He then asked if what they were now requesting was common, and I admitted I’d never heard a request like that before. In the end, he just needed someone to talk to about his situation, and give advice as to what constitutes a fair client request. Through asking why, I was able to better understand his situation, help him out, and give my client the confidence he needs to take hold of the situation.

1. Get to know people! Be curious about your customers’ business, their clients, their projects, and even how the work you’re doing for them might apply to other areas of their business or their daily lives. Getting to know your customers gives you important context that you can use to help you better explain what you do in a way that connects.

   One of my favourite clients (not that I have favourites…) is a photographer, who travels the world taking amazing photos in all sorts of exotic locations. After we’d gone through the basics of FreshBooks, learning about the basics of how she works with her clients – I started asking more questions, really, just because I was interested in learning more about Thailand (I’ve always wanted to go there!). I then learned she had spent the last few months traveling across Asia, sending articles and photos back home as she goes. Although I didn’t intend for it to end that way, I mentioned the Expenses feature in FreshBooks, and how that might help her track her travel bills to determine the costs for each job (and, the profit!). It turned out to be a great fit for her business, and I was able to hear some great travel stories as well.

1. Have fun! Even though you’re running a business, you’re allowed to have fun with your customers. In fact – they’ll appreciate it! It makes for a much more enjoyable experience for them, and, better still, for you too.

   Having fun is a tough thing to explain, but let me give you one of my favourite examples, from not too long ago.

   

   I get to work with the awesome team at rtraction, a team of developers and strategists who work with their clients using FreshBooks. As we walked through how they’re using FreshBooks, not only was I able to develop a much deeper understanding of this customer, but I learned so much more about this type of customer. Our conversations felt like talking to an old friend – casual conversation with lots of laughs. Sometimes getting out of “business mode,” and just having fun with your customers is what it’s all about. Better still, I learned so much from them, and every time I talk to a team customer in the future, I have a better understanding of how they work inside their own company, as well as some best practices to pass on. Nothing is better than being able to pass on real advice from the field that you know works. And, to say thanks, I sent off a box of stylin’ FreshBooks shirts for their team. It was fun to work with them, and even more fun to make them so happy

Those are just some of the great experiences I’ve had so far at FreshBooks when working with clients. Make your clients love you by asking why, getting to know your clients and having fun. Do you have any amazing client stories and tips?

Thought I’d share a little moment of simple delight that gave me a very “FreshBooks feeling”.

Last week, I got an email from an old friend who’s a great freelancer, writer and thinker.  I’ve known Peter Wolchak for about 10 years, chiefly through my role as a communications bloke and his as a reporter and editor in the Canadian tech/biz community.

To cut a potentially long story short, I’d introduced Peter to another friend, referring a  freelance writing opportunity his way.  In thanking me for the intro, Peter said: “I hope karma sends you a pony,” which I thought was brilliant. Unable to resist the cheeky response, I fired back: “Forget the pony, where’s my lottery win?”

Well in yesterday’s snail mail, I got a surprise package from Peter. I know it’s bad for the trees, but I still love the (rare) moment of getting a hand-addressed letter in the mail – even better, one that contains something like this:

…not a karmic pony, but it might be the means to buy one.

In case you can’t make it out or you’re reading this through RSS without the images, inside the envelope was a “Cash For Life” lottery scratch card with four chances to win $1,000 a week for life.  Just that – no note required; the perfect, funny, surprising gift.

Genius.

As I said, this felt like a very FreshBooks moment, to me. I think what Peter did is exactly the kind of thing embodied in our “4E” approach (“Execute on Extraordinary Experiences Every Day”).

We work hard to exceed expectations, to do things our customers aren’t expecting in everything we do. From the way our killer-hot Support Rockstars go out of their way to over-deliver for customers, even through to the way we keep our roadmap plans close to our chests – always much better to surprise and delight a customer or a friend.

So: thanks Peter. You made my day and gave me a great reminder of the way I hope to make our customers feel every day.

Take five minutes to do something completely surprising for one of your customers, partners or friends. Right now. Karma will shower you with ponies.

*Full disclosure: Peter edits Backbone Magazine, co-creators of the PICK 20 awards.  I was a judge for the awards program two years running and voted for FreshBooks as a top Canadian innovator in both judging rounds. FreshBooks won a PICK20 two years running, coming first in 2009. That was, of course, long before I ever dreamed of actually working here one day.

Do you like cotton candy? Ever wanted to see yourself as a caricature? Always fantasized about being tied-up with your friends?

Well, FreshBooks turned five years old this year! And we’re throwing the best birthday party a five year old could hope for—loot bags included! It wouldn’t be a party without all of you, so be sure to RSVP for a great afternoon together of games, prizes and surprises you won’t want to miss!

When
Wednesday, September 2, 2009
4 p.m. to 8 p.m.

Where
High Park, Area 15 (Map of High Park)
Toronto, Ontario

Questions? Drop Rayanne a note at rayanne at freshbooks.com. Hope to see you there and THANK YOU for your support!

As the most loving of festivities approached, we thought it was a perfect opportunity to remind you all how much we care about you. On behalf of the entire team at FreshBooks HQ, thanks so much for choosing FreshBooks. We really do love you ‘round these parts!

Check out our Valentine’s Day video dedicated to all of you, shot and produced by our very own, talented Randy.

FreshBooks 2009 Valentines Day Video from FreshBooks on Vimeo.

Happy Valentine’s Day!

We are upgrading our infrastructure to improve performance and plan for the future. To accommodate this, we have two scheduled downtimes coming up this week.

On Wednesday September 3, 2008 at approximately 12:00 PM Eastern, your FreshBooks account will be unavailable for approximately five minutes while we switch to our new beefy database servers. We know this is early in the month and an inconvenient time for some, but it’s the best time for some very worthwhile reasons, so please bear with us.

Next, on Saturday September 6, 2008 Sunday, September 7, 2008 starting at approximately 11:30 PM 1:30 AM Eastern, your FreshBooks account and our public website will be unavailable while we move our web servers across our primary datacenter. We estimate this will take approximately one hour. You can monitor our progress at: http://status.freshbooks.com

If you have any questions about the changes or anything else please let us know.

We apologize for any inconvenience this may cause you and thank you in advance for you patience.

(Update: The start time for the second downtime described above was off by two hours because Rich can’t calculate time zone differences. September 7 at around 1:30 AM Eastern/5:30 AM GMT is correct.)

Want to learn how you can use effective public speaking to sell your services?

Then sign up for “Speak Powerfully/Sell More,” a one-hour online class on Friday, March 28, 2008. The session is co-hosted by FreshBooks customer Adrian Miller.

To grow your business or promote your career, it takes exquisite presentation skills and high impact, results-oriented sales techniques. And anyone can learn them.

In this fast-paced live audio teleconference, experts Diane DiResta (author of Knockout Presentations) and Adrian Miller (author of The Blatant Truth: 50 Ways to Sales Success) will lead you through powerful techniques to increase your confidence and grow your business.

Registration is $39 USD and includes a collection of takeaways, including an audio course on public speaking you can listen to on your own time. If you’re interested, get on over there and sign up now.

Stay tuned for more

Monday will bring a guest post from Adrian on selling your services. She’ll be joining us as a regular guest contributor, and we’re happy to bring her wisdom into the fold here on Fresh Thinking.

Welcome, Adrian!