Why your online business should offer a no-hassle money-back guarantee and avoid chargebacks

Posted on Leave a commentPosted in business advice, COO, Foundation, free business advice, Getting Started, Marketing

I work with lots of startup companies that sell goods or services to consumers online. Every company believes they are providing a great product but, the fact is, not every customer will be satisfied. So, the question becomes, if and when should a customer get their money back? I believe the correct answer is, when they ask for it. Here’s why…

If you’re selling a physical product that can be returned in “as new” condition, I think it’s pretty clear the customer should get their money back when the merchandise is returned. However, should the shipping be free in both directions? Should your company charge a restocking fee? Should only a partial refund be given if the merchandise is difficult to resell as new? What if your physical product is consumed or perishable? You don’t want the product back or it simply may be impossible to get it back. Should the consumer be out their money if they are not happy? I say no. Give them a full refund and eat the return shipping cost if you want the product returned.

 
Money-back guarantee logo
 
If your company is selling information or e-products you may be thinking, “I can’t un-ring a bell”. The consumer has received the information or could easily make an e-copy that may be of continued benefit to a customer even if they claim they are not satisfied. If the customer claims to be unhappy, is it reasonable to charge the customer a full or even a partial fee? I say no, if a customer wants their money back, I think it’s best to make a full refund upon request.

Read more…

Using improvisation and comedy to unleash your company’s message and branding

Posted on Leave a commentPosted in Advertising, business advice, free business advice, Hiring Consultants, Hiring Contractors, Marketing, Priorities

When Hewlett-Packard was about to launch their Windows 10 line of notebook and desktop computers they were scared. Not because they were worried about competition or the quality of their devices but, because of the horrible reaction to their prior line of computers due to Microsoft’s shockingly bad Windows 8 software. In order to create the right marketing message for their new line of computers they knew they needed serious help. This was no laughing matter. So, who did they turn to? A bunch of comedians.

HP turned to a San Francisco based creative agency called Funworks. Funworks brought in a team of comedians skilled at improvisation techniques to hold a “fun workshop” with HP’s top product managers. Founded by Paul Charney, a veteran creative agency executive and founder of the San Francisco comedy troupe Killing Lobsters, Paul and his team help companies express their issues and discover their most compelling messaging points by fostering an environment of open conversation based on improvisation techniques where ideas flow freely when everyone simply says “yes” and “and”.

In this episode of Bay Area Ventures I speak with Paul Charney and Funwork’s Creative Architect, Erica Fortescue about his company and their award winning commercials.

Funworks”

Paul   Erica 

We discuss the psychology of what makes a company and its products memorable and why humor is sometimes the best medicine, even when trying to convey a serious message. We learn what a fun workshop is and what takes place at one.

Paul talks about why he started Funworks and how it is different from other creative ad agencies. He talks about the challenges of moving from a practicing creative person and comedian to being the CEO of a team of other practitioners. What are the trade off and what are the rewards for being a leader.

Erica shares her knowledge on the neuropsychology of messaging and how humor can be used to convey a serious message while maintaining the prestige and authority of the company being represented in the creative message.

Of course we also hear Paul and Erica share their view on the Bay Area Way of business. In their practice they have dealt with startup to Fortune 50 enterprises in the Bay Area and across the US. In the Bay Area, in particular, they talk about how companies staffed by 20 to 30 “something” employees are sometimes more difficult to help because they just don’t understand their true identity as an organization. Often in these cases they are called in by the company’s Board of Directors to help figure it out and craft the right message and persona for the firm.

This episode was recorded on May 22, 2017 on Bay Area Ventures on SiriusXM Channel 111 Business Radio Powered by the Wharton School. For a list of upcoming and past guest information click on the Show link above.

Special follow-up edition Part 2 with Martin Plaehn of Control 4 and Mark Chung of Verdigris Technology

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Part two of my special two-part follow-up edition of Bay Area Ventures, featuring interviews with guests from the first three seasons of the show, is now available for streaming or download here and on iTunes, Spreaker and Facebook.

In this episode I speak with Martin Plaehn, CEO of Control 4 and Mark Chung Co-Founder and CEO of Verdigris Technologies.

Martin Plaehn
Control 4
Martin Plaehn is a seasoned CEO who has been leading Control 4 since 2011 (NASDAQ: CTRL). Martin first appeared on Bay Area Ventures back in August of 2015. At the time, Control 4’s annual revenue was $160 Million. For the first quarter of 2017, the company’s revenues were over $50 Million and Control 4’s stock has more than doubled since his last appearance on our show.

Control 4 is a leader or, perhaps “The” leader in the home automation space. They manufacture automation systems and software for smart homes and offices. Martin brings us up to date on the latest in IoT devices for the home as well as steps they are taking to prevent hacking of these systems.

Martin has lectured on leadership and has been at the helm of some of the early and most famous technology companies such as RealNetworks, Viewpoint Digital and Bungee Labs. He discusses the challenges of scaling his organization and how he manages his time to address Control 4’s technology, customer and shareholder needs. We also learn about his current reading list for when he’s traveling around the world.

________________________________________

In the second half of the show we’ll check in with Mark Chung, Co-Founder and CEO of Verdigris Technologies (www.verdigris.co). Mark’s first appearance on Bay Area Ventures was in April of 2016 when Verdigris was still a seed funded company but already shipping product and generating revenue. Verdigris raised a $7M Series A financing in the second half of 2016 with backers such as Verizon and Jabil Manufacturing giving them the headroom to grow and capture more markets.

Mark started Verdigris with his brother after an incident in their home where their electricity bill spiked for some unknown reason. They developed a monitoring system that can automatically detect every type of device on an electrical circuit and track and monitory its electric usage.

Today, they are an AI or artificial intelligence company using machine learning to solve tough problems facing the operators of hotels, factories and other commercial facilities. Verdigris technology sends a customer’s energy usage data up to a cloud based dashboard and applies AI to the data to help those customers track energy usage and anomalies in their facilities. This knowledge allows customers to cut their energy usage by as much as 50%.

Verdigris Technologies
Mark Chung

Mark talks about many of the challenges he has faced since his last appearance due to rapid growth and both internal and external factors. The company’s headcount has more than doubled in the past year and they encountered some surprises doing business in the European Union and Great Britain since the UK passed Brexit. They are also still struggling to build up a world class sales team to keep up with growth.

Verdigris is a real success story and Mark shares his philosophy of how to handle the stresses and challenges of being the leader of a fast company. He is a brilliant engineer who has worked at top technology companies such as AMD, PA Semiconductor and Netlogic. PA semiconductor was acquired by Apple while Mark was an employee and Netlogic was acquired by Broadcom, as well. Like these great companies that hired Mark you can benefit from his knowledge and skills by listening in and following his company’s progress.

This jam-packed show is sure to be a good use of your time.

Recorded on April 24, 2017, on SiriusXM Channel 111, Business Radio Powered by the Wharton School. Bay Area Ventures airs live on Mondays at 4:00pm Pacific Time, 7:00pm Eastern Time.

For a list of upcoming and past guest information click on the Show link above.

Rick Climan and his all-star M and A team move to Hogan Lovells

Posted on Leave a commentPosted in Business, business advice, M&A

In this episode of The M&A Moment, I talk with Rick Climan about his recent move to Hogan Lovells, LLP. Rick, along with his entire mergers and acquisitions all-star team of Keith Flaum, Jane Ross, John Brockland and their support staff all moved to Hogan Lovells to take advantage of the firm’s worldwide reach and resources. This is a powerhouse move in the technology M&A world designed to put Rick and his team in position to be the leaders in the increasingly global nature of multi-billion dollar deals. As Rick often discusses, both domestic and foreign corporations are looking for global targets and buyers for their M&A strategy and Rick and his team are now likely to be one of the go-to firms for one side of many of the biggest deals.


Rick Climan headshot
  
Hogan Lovells, LLP logo

Rick and I also take a look back at a deal announced in 2016, Broadcom’s acquisition of Brocade Network Solutions and see how the regulatory review, both foreign and domestic, has been progressing. We also discuss some recently announced divestitures, contingent of the deal closing, to see if this might be timed to appease regulators or perhaps be for some other strategic reason.

Finally, we look and the heating up tech IPO market and see if this means the M&A exits will be impacted by the availability of more liquidity in the equity markets..

 

This episode was recorded on Bay Area Ventures on SiriusXM Channel 111 Business Radio Powered by the Wharton School on May 22, 2017.

Q1 2017 San Francisco Bay Area Economic Update with Jim Wunderman

Posted on Leave a commentPosted in Business, business advice, Economics, Finance

On this special Bay Area Council quarterly economic update edition of Bay Area Ventures we speak with Jim Wunderman, CEO of The Bay Area Council about the first quarter 2017 San Francisco Bay Area economy.

Additionally we talk about the results of the Bay Area Council’s recently completed 2017 poll. Jim let’s us know what questions were asked and what were the top issues on the top of minds of Bay Area residents. In particular, which issue is considered a crisis.

The Bay Area economy began 2017 on a strong note with robust growth in the tech industry, many large M&A deals and the lowest unemployment rate of any region in the state of California. However, all that success is not without some pain and the Bay Area still suffers from extremely high cost of living and horrendous traffic congestion.


Jim Wunderman headshot
  
Bay Area Council logo
Jim and his organization have been working for years on policies and bills to address these key issues and, in the first quarter, several new laws were passed by the California State Senate to help. Additionally a $52Billion gas tax and DMV fee package was championed by Governor Jerry Brown and passed into law. In this episode Jim talks about all of these acheivements and how they will impact the Bay Area. He hints at when to expect these initiatives to make an impact and then discusses which key issues he’ll be working on next.

 

The Bay Area Council is a public policy organization focused on making the San Francisco Bay Area and the Silicon Valley the most globally competitive and economically productive region in the world. The Council’s membership is comprised of CEOs from hundreds of the top businesses in the nine-county Bay Area. Jim Wunderman has been the Council’s CEO since 2004. For more information on Jim and to see the results of the Bay Area Council’s 2017 poll go to bayareacouncil.org.

This interview was recorded on April 24, 2017, on SiriusXM Channel 111, Business Radio Powered by the Wharton School. Bay Area Ventures airs live on Mondays at 4:00pm Pacific Time, 7:00pm Eastern Time.

For a list of upcoming and past guest information click on the Show link above.

April 2017 M&A Moment – how to sell a publicly traded company

Posted on Leave a commentPosted in Business, business advice, M&A

In this episode of The M&A Moment, I talk with Rick Climan, a partner at Hogan Lovesll, LLP, about 2017 year to date mergers and acquisition numbers, San Francisco Bay Area involved deals and the mechanics of seller a publicly traded company.

Rick and I discuss MaxLiner’s (NYSE: MXL) $660Million takeover of the Bay Area’s Exar Corporation (NASDAQ: EXAR), a deal of particular interest to me because MaxLinear’s CEO, Kishore Seendripu, and their VP, Product Marketing were both classmates of mine in the MBA program at Wharton San Francisco.

In Bay Area technology M&A, we discuss Intel Corporation’s acquisition of Mobileye, the Israeli manufacturer of vehicle collision avoidance systems for $15 billion. This deal gives Intel a major leg up into the world of autonomous vehicles. Next we look at Hewlett-Packard Enterprise’s purchase of Nimble Storage for $1 billion.


Rick Climan headshot
  
Hogan Lovells, LLP logo
While we could not discuss specifics it is interesting to note htat on the day that this show was recorded, Rick’s company was involved with the just-announced $28 Billion takeover of C.R. Bard by Becton-Dickinson. His firm was involved in the recently announced PetSmart acquisition of Chewy.com for $3.35 Billion. The largest online buyout to date. Rick does review some of the publicly available information about about both deals though.

Finally, as mentioned, we take an in-depth look at the M&A “mating dance” from the perspecitve of a publicly traded selling company. We look at how sellers begin the process of validating whether its the right time to sell and, if so, how to set the ball in motion. We talk about the investment banker’s role and discuss the difference between the seller’s cost between an IPO or an outright sale of the firm.

 

This episode was recorded on Bay Area Ventures on SiriusXM Channel 111 Business Radio Powered by the Wharton School on April 24, 2017.

Your startup, before and after being featured on Shark Tank with Sara Magulis CEO of Honeyfund

Posted on Leave a commentPosted in Business, business advice, free business advice, Uncategorized

Sara Margulis, Co-Founder and CEO of Honeyfund and Plumfund joins me on Bay Area Ventures to talk about entrepreneurship and her venture’s fortunes before and after appearing on ABC’s Shark Tank. Honeyfund began when Sara and her fiancé Josh (now husband) were looking for a way to allow wedding guests to fund their honeymoon instead of purchasing gifts that they wouldn’t be able to store in their small San Francisco apartment. Josh created Honeyfund as an online registry where their friends and family could choose various aspects of their honeymoon to fund as a gift (i.e. airfare, hotel room nights, excursions, dinners, etc.).

Sara margulis

Honeyfund /><br /><img src=

Fast forward ten years later and Honeyfund is a thriving site that has helped millions of users. In addition to funding honeymoons, customers began using the Honeyfund to fund other needs and charities. Sara and Josh launched Plumfund to fulfill all of these other things that users love. Both sites were doing well and then Sara and Josh decided to appear on ABC’s Shark Tank. They wound up receiving offers from three sharks and Mr. Wonderful himself, Kevin O’Leary ended up lending the company $400,000. Click here to watch Honeyfund on YouTube

Honeyfund is located in Sebastopol, a beautiful part of the north Bay Area known more for vineyards and dairies but, more and more also becoming a home to many tech companies.

Sara discusses her transition from being a Marketing Director at a San Francisco University to becoming tech entrepreneur. She walks us through some of the challenges she’s faced along the way and how life and business changed after their Shark Tank experience. Other than the parts which fall under a non-disclosure agreement we do talk about the Shark Tank process. And finally, we get to hear Sara’s take on the Bay Area way of business.

It’s a fun interview with lots of great takeaways for your business, wherever you may be.

Recorded on March 27, 2017, on SiriusXM Channel 111, Business Radio Powered by the Wharton School. Bay Area Ventures airs live on Mondays at 4:00pm Pacific Time, 7:00pm Eastern Time.

For a list of upcoming and past guest information click on the Show link above.

Launching and growing startup ventures in Colombia with Wenyi Cai of Polymath Ventures and Jeremy Dann of USC

Posted on Leave a commentPosted in Business, business advice, Finance, startup incubators, Venture Capital

Wenyi Cai, Managing Partner of Polymath Ventures and Jeremy Dann, Professor of Innovation at USC’s Marshall School of Business’ Lloyd Greif Center for Entrepreneurial Studies joined me on Bay Area Ventures to talk about entrepreneurship and its impact on economic development in emerging markets like Latin American and specifically in Colombia.


 
Polymath Ventures
Wenyi Cai

 

Jeremey Dann, Professor at USC

 
Professor Dann is back for his third appearance on my show and this time he is here to talk about his new case study about Wenyi’s venture fund and incubator Polymath Ventures. The case, which like all of Jeremy’s 30 plus case studies, is used as a teaching tool for entrepreneurs and business students in businesses and business schools throughout the world. Jeremy is an expert at walking one through the challenges and issues that a company or managers face in real world situations. In this case Wenyi and her team face new and unique challenges creating, incubating and funding startup companies in emerging Bogota, Colombia. The issues include a rapidly changing political environment, entrenched traditional standards for financing ventures and a lack of infrastructure for supporting the needs of a fast paced venture-backed startup.

 
Wenyi is a bright and dynamic woman who, at the age of 15, was working on fluid dynamics problems at the Argonne National Laboratory in Chicago. She went on to earn her degree in Physics from Harvard University and, while there, founded Tuesday Magazine. After college, Wenyi worked at McKinsey & Company on management consulting assignments in the Middle East, Africa and South Asia. She then moved to the San Francisco Bay Area and became COO of Milo.com. One year later Milo was acquired by eBay for $75 Million. Ms. Cai did not wanting to join another Bay Area startup and opted instead to start up her own fund and foster innovation and entrepreneurship in emerging markets. Wenyi and her team set out to identify the best place to found Polymath Ventures and settled on Bogota, Colombia.

Professor Dann picks up the case from there and walks the us through Polymath’s earliest ventures.

Wenyi and Jeremy discuss the case in detail and also offer their take on the difference between the Bay Area way of business vs. the startup and entrepreneurial environment in Colombia and other emerging markets We cover several of Polymath’s earliest ventures and found out how they have fared since Jeremey completed his research and published his paper.

This is a rare opportunity for students of business, to learn from the protagonist of a case study.

Jeremy’s Case Study of Wenyi and Polymath Ventures can be purchased at Harvard Business Press or The Case Centre

Recorded on March 27, 2017, on SiriusXM Channel 111, Business Radio Powered by the Wharton School. Bay Area Ventures airs live on Mondays at 4:00pm Pacific Time, 7:00pm Eastern Time.

For a list of upcoming and past guest information click on the Show link above.

First quarter 2017 mergers and acquisitions review

Posted on Leave a commentPosted in Business, business advice, Finance, Financial Services, M&A

The first quarter of 2017 is in the history books and in this episode of The M&A Moment, Rick Climan, a partner at Hogan Lovells, LLP and I discuss the Q1 M&A results both world-wide and for the San Francisco Bay Area.

In Bay Area technology M&A, we discuss Intel Corporation’s acquisition of Mobileye, the Israeli manufacturer of vehicle collision avoidance systems for $15 billion. This deal gives Intel a major leg up into the world of autonomous vehicles. Next we look at Hewlett-Packard Enterprise’s purchase of Nimble Storage for $1 billion.

Hogan Lovells, LLP logo  Rick Climan headshot

 

Then we talk about the volume of global M&A in terms of both overall dollar value and the number of deals taking place in the first quarter of 2017. We look at trends in the currency of mergers and acquisitions such as cash or stock and the preferences for each from the buyer’s or seller’s perspective as the year 2017 unfolds. We close our first quarter review with a look at what lies ahead for the rest of 2017.

Finally, we take a look at the how M&A deals initiate. We discuss the “mating dance” of M&A from the buyer’s perspective. To do so we look at why buyers pursue M&A as a strategy. We discuss the teams they put in place to implement that strategy in order to select a target company and to initiate the talks. Who makes the first overture in an M&A deal, what do managers need to think about before doing so and who is the right person in the organization to make the initial call. Listen in to learn all about it. Note, next month we’ll take a look at the process from the target company’s perspective.

This episode was recorded on Bay Area Ventures on SiriusXM Channel 111 Business Radio Powered by the Wharton School on March 27, 2017.

Tim Chen wanted to help his sister find a credit card, today he runs Nerdwallet

Posted on Leave a commentPosted in business advice, Finance, Financial Services, free business advice, Marketing

Tim Chen, Co-Founder and President of Nerdwallet joins me on my latest episode of Bay Area Ventures to talk about his journey from Wall Street investment banker to advocate for consumer credit choice and information.

Nerdwallet is a site where one can find the best credit card, bank account, travel rewards plan, mortgage, insurance or other financial needs tailored to their specific needs, goals or tastes. The site walks users through some qualifying questions then draws on thousands of providers in every state for the best solution.

Nerdwallet Logo Tim Chen, CEO of Nerdwallet

 

Nerdwallet was founded in 2009, in Tim’s apartment in New York City, when his sister asked for help finding the “best” credit card for her needs. Nerdwallet moved to San Francisco when Tim’s co-founder came to San Francisco and hired an intern that was 10x more productive than the intern Tim hired in NYC. In this interview Tim expands on that discovery and talks about why the ecosystem and entrepreneurial hires found in the Bay Area are ideal for a growing startup.

Through his work at Nerdwallet, helping millions of consumers, Tim has become Member of the Consumer Advisory Board for the Consumer Financial Protection Bureau, the federal agency created after the 2008 financial crises to protect consumers. He is also a member of the Board of Directors for the National Federation for Credit Counseling. He talks about high credit rates that consumers face and why it’s difficult to make changes.

Tim, is a highly intelligent young entrepreneur who is dedicated to building an open and motivated workforce. Learn about how he and his team communicate to get work done and allow the company to scale rapidly. This is a great interview packed with lots of practical takeaways for your business.

Recorded on February 13, 2017, on SiriusXM Channel 111, Business Radio Powered by the Wharton School.

For a list of upcoming and past guest information click on the Show link above.