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The Payroll Experience

• January 06, 2012
• 14:44

  Illinois Lottery Winners Get Stiffed When State Checks Don’t Cash « CBS Chicago

   » ‎ The Payroll Experience

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  "No, really. I won the lotto, I swear I did!!" says the winner to the banker... as laughter erupts.
  Illinois Lottery Winners Get Stiffed When State Checks Don’t Cash « CBS Chicago:

  
  

  
• November 29, 2011
• 12:37

  New Law Ends Payroll Shell Game

   » ‎ The Payroll Experience

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  New Law Ends Payroll Shell Game:
  Look out California business owners!
  "SB 459 goes into effect on January 1, 2012, and it levies large fines against employers who willfully misclassify workers as independent contractors to avoid their legal and tax responsibilities."

  
  

  
• September 29, 2011
• 9:32

  Don't Cross IRS On Payroll Taxes - Forbes

   » ‎ The Payroll Experience

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  This is a good article, with some nice ammunition supporting the use of a Payroll Service Bureau to withhold and pay taxes.
  Don't Cross IRS On Payroll Taxes - Forbes:
  
  'via Blog this'

  
  

  
• August 16, 2011
• 6:10

  Back to School Payroll?

   » ‎ The Payroll Experience

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  I was just reading advertisement in disguise as an article on paying student employees put out by Intuit this morning, and had a thought.
  
  Why not get on this bandwagon?  Student's are hard up for jobs, this much is clear.  I remember my first few jobs well... a small movie rental store, fast food, a local regional grocery store, and hawking used furniture with a friend of mine's father on the weekends.  Not glamorous  that much is certain, but I learned a lot about life as I began dipping my foot into the adult world.
  
  The jobs that could be the most intriguing are the small businesses.  No, the jobs were not intriguing, but the opportunity to make inroads in the community, and help small business owners to support High School and College age kids is.
  
  This could be a great opportunity to both find new payroll business, and give back to your community in a couple of ways:
  
  
  

  • You could be helping kids to understand what all the little numbers on those pay stubs mean
  • You could help the student to establish their employment paper trail and first real bit of data for their resume
  • You could sponsor a student employment seminar and resume review with other business owners, or even get the ball rolling on a 'students only' small business job fair.

  Use your imagination, and check out what one entrepreneur at Intuit Canada came up with in the article below:
  
  The ABCs of Hiring Student Employees - Press Release - Digital Journal

  
  

  
• August 11, 2011
• 9:03

  Seriously? "Grim outlook could hold back payroll firms"

   » ‎ The Payroll Experience

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  I guess Jefferies & Co. Inc's analysts only talked to ADP... not a single drop of negativity from the folks I chatted with last week at the Independent Payroll Providers Association annual conference.
  I saw new vendors providing ancillary services who had never attended, a huge turnout for the 'new members' reception, and a general buzz going around regarding growth, and success in our industry that provides payroll and HR services specifically to the small and mid-sized business.
  Post your success stories as a comment and help show the world the real story - that there is a lot more to our industry than ADP and PAYX...
  

  "Companies that process payroll for small business are feeling the pressure of a slumping economy and the diminishing confidence business owners have in short-term recovery."

  Grim outlook could hold back payroll firms - Forbes.com

  
  

  
• July 22, 2011
• 15:30

  TN Angel Fund invests $1M in payroll venture - Nashville Business Journal

   » ‎ The Payroll Experience

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  TN Angel Fund invests $1M in payroll venture - Nashville Business Journal

  
  

  
• July 14, 2011
• 9:00

  The Transition From SAS 70 to SSAE 16 is Right Around the Corner

   » ‎ The Payroll Experience

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  A great article outlining the differences between the SAS 70 and the new SSAE 16:
  The Transition From SAS 70 to SSAE 16 is Right Around the Corner

  
  

  
• July 01, 2011
• 11:09

  R.I.P. Intuit Complete Payroll Services

   » ‎ The Payroll Experience

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  Intuit is finally closing the doors on Complete Payroll Services.
  
  It has been over four years since I left Intuit Complete Payroll Services as the sale of the majority of their client base was made to ADP.
  
  Many friends stayed on and worked through the conversion (not my specialty), and have since moved on to new opportunities.  The time I spent with the team in San Bernardino, California will be counted among the most important experiences of my career in the payroll industry.
  
  We were a great team, and some of the greatest team members were those who arrived at Intuit from CBS Employer Services in 2002 during Intuit's acquisition of the company.  CBS Payroll was a family business founded in 1966 and grew to support over 12,000 clients at the time of acquisition.
  
  CBS Payroll is an example of what every independent payroll service bureau strives to become.  Not the target of acquisition, but in a place where they could be.
  
  Hats off to the Sykes family for reaching for the sky and showing us the way - Joe, Mike, Tammy... and all of those who helped them along the way.
  
  
  
  As the Intuit payroll engine continues to burn through fuel... CRI ($200 million), CBS ($78 million), now PayCycle ($170 million)... I am having a harder and harder time seeing their point.
  
  $448 million dollars invested (at least...)  $278 million lost, and $170 million on the table?  I certainly hope that the folks at PayCycle did their homework, or that Intuit has learned from their past, failures.
  
  
  ...and finally, a shout-out to the last man standing from CBS Payroll Software - U da man Joe!

  
  

  
• 6:05

  California - 'Overtime is for Everyone!'

   » ‎ The Payroll Experience

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  In a decision that will warm the hearts of both employers and outsourced payroll service providers, the California Supreme Court opened up their overtime laws to all workers who enter the state.
  
  What does this mean for out of state employers?  Well, if you are based out of Arizona, which has no overtime laws, and choose to not pay overtime to your employees... you may well be paying some double-time if you send that hourly marketing rep to work the booth at a trade show in L.A.
  
  Of course, thanks to the current economic conditions in the Golden State, as always, enforcement may be tricky...
  
  Link to Legal Brief
  
  

  "Residents of other states who work for California companies are protected by the state's overtime laws during business trips here, the California Supreme Court decided unanimously Thursday."...

  
  
  Ouch...
  
  
  

  "California law says nonexempt employees who work more than eight hours a day or 40 hours a week are entitled to overtime at a rate of 1 1/2 times their normal pay. Overtime pay rises to double the regular rate for work in excess of eight hours on the seventh workday."

  
  

  • [www.latimes.com]
  • [www.reuters.com]
  • [www.sfgate.com]

  

  
  

  
• June 27, 2011
• 14:04

  An Inspiring Video that ALL Leaders Should View and Consider

   » ‎ The Payroll Experience

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  Remember that Leadership takes place at all levels.  No one leads without followers... and the greatest of followers are those who inspire their leaders.  Figuring out 'Why' you do what you do is an excellent exercise for every business.
  
  
  

  
  

  
• June 18, 2011
• 7:24

  Father's Day 2011

   » ‎ The Payroll Experience

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  Earlier this week I spent my drive home from my day full of payroll talking with my Dad. We spoke of his recent trip to Seattle to see U2, and about our upcoming trip to visit the family in Bend, Oregon over Father's Day Weekend. But the most memorable part of our chat was about his softball team taking the gold last weekend. This wasn't just any softball team. This was the Special Olympics team from Bend.
  
  I remember back in grade school when Dad took me to their basketball practices when he was coaching and I got to practice with the team. These players were hard core! I got knocked to the floor a number of times which was when the true colors of the Special Olympics showed themselves... the ball hit the floor, and the whole team ran over to help me up and see if I was OK.  A couple of players gave me a hug (nearly rib cracking hugs in one case!).
  
  
  Now, I don't really follow sports, but I know good sportsmanship when I see it.  These folks love to play, but they also have a lot of love for each other and want everyone to have a good time.  I remember Dad saying that he always learns more from his experiences with the players then he teaches them.
  
  What has my Dad taught me?
  
  

  • How to work with ANYONE
  • How to play fair
  • Negotiation
  • Humility
  • Office Politics Survival Strategies (yeah, I was listening in... lol)
  • Equality
  • A zillion other things I owe to him, but couldn't name...

  
  
  I would encourage everyone to think back this Father's Day to the life lessons that your Dad has passed on to you that have shaped the way you do business, and let them know.
  
  Happy Father's Day Dad!  Thanks for everything.

  
  

  
• June 15, 2011
• 7:15

  Always a winner...

   » ‎ The Payroll Experience

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• April 04, 2011
• 15:59

  ADP's Henry Taub Passes at age 83

   » ‎ The Payroll Experience

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  As much as the small to mid-sized service bureaus market against the likes of ADP and Paychex, without Henry Taub and his contemporaries, our businesses wouldn't be where they are today.  
  In 1949, he had the same dream that a startup payroll service bureau has today, "the opportunity to relieve business owners of the burdens of administrative functions, such as payroll processing, so they could instead concentrate on expanding their businesses."
  
  [www.adp.com]

  
  

  
• April 02, 2011
• 5:49

  SwipeClock Conference Wrap

   » ‎ The Payroll Experience

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  As I am sitting here in the lobby of the Homestead resort outside of Salt Lake City, UT waiting for a ride to the airport, I was thinking back through the past few days and remarking to myself about what a close knit family the active members of the payroll service industry are.
  
  Conferences such as this are like family reunions. Even the competition greets each other with handshakes and hugs. There is a sense of camaraderie that, although is likely not unique, is something I've not experienced elsewhere.
  
  The three day conference here at Homestead was a great time of learning for all - integrating, selling, servicing, programming... stories of successes and failures, stories of battling for business (and winning) against ADP and Paychex... Ideas for new features for SwipeClock.com's time and attendance solutions, and the unveiling of many new features and upcoming plans by the same.
  
  A big thanks to all of the SwipeClock team members for a great event! Looking forward to the next.
  
  
  
  

  
  

  
• March 11, 2011
• 19:16

  "Jesse James stole Corps payroll 130 years ago today" ($5,240.18)

   » ‎ The Payroll Experience

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  Story by Leon Roberts
  
  "NASHVILLE, Tenn. – If direct deposit existed 130 years ago today, history could have been changed. That’s when famed outlaw Jesse James robbed the U.S. Army Corps of Engineers payroll being delivered by horseback just two-miles shy of reaching employees at Blue Water Camp in Alabama."
  
  [www.dvidshub.net]

  
  

  
• March 03, 2011
• 10:24

  Networking in the Payroll Business

   » ‎ The Payroll Experience

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  A quick unsolicited plug for some old friends at IPPA (The Independent Payroll Providers Association) who are in Las Vegas this week at the annual Sales and Marketing Workshop...
  
  
  Payroll Service Bureaus of all sizes come together to share ideas and learn together as they grow their businesses.
  
  
  In their own words:
  

  "Our leading nationwide trade association is made up of privately held companies whose primary function is the preparation of payroll and payroll taxes for employers of all sizes. Our broad base of independent service bureaus, both large and small, is dedicated to offering the best client service and the most advanced technology. We pride ourselves on a proven track record of providing competitive payroll and HR solutions for today's marketplace."

  Check them out at:  http://www.ippa.net

  
  

  
• February 16, 2011
• 7:23

  Paychex completes the acquisition of SurePayroll

   » ‎ The Payroll Experience

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  Paychex finished up the acquisition of SurePayroll last week for $115M.  Best of luck to Michael and his team.
  
  [www.tradingmarkets.com]
  
  [www.tradingmarkets.com]

  
  

  
• December 09, 2010
• 7:44

  Paychex Consumes SurePayroll

   » ‎ The Payroll Experience

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  Paychex's acquisition of SurePayroll is an interesting move.  SurePayroll is one of the largest, independent payroll service bureaus that has been biting at the heals of ADP and Paychex for many years.  The release, linked below, calls out a few key areas of interest to Paychex:  their SaaS model, mobile payroll applications, and a big entry point into the Banking payroll channel.
  
  Last month, ADP & Perquest, this month Paychex & SurePayroll... we can only wonder what the new year might bring.
  
  “We are excited for our customers, channel partners, employees, and small businesses everywhere. This is a great combination of strengths,” says Michael D. Alter, SurePayroll president.    [www.businesswire.com]

  
  

  
• November 26, 2010
• 8:44

  MasterTax, LLC - ADP Acquisition (Yes, yester-month's news)

   » ‎ The Payroll Experience

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  Better late than never... I thought a splash of information on the acquisition of MasterTax by ADP in October might be in order.
  
  Cynical thoughts....  It couldn't be more annoying to be an independent payroll service bureau who has been fighting off the ADP reps for years to end up standing naked in front of the enemy, pardon, 'worthy competition', as their client list is potentially thrown across the battlefield by an ally.  As you can see in PTM's published reaction to this acquisition, they anticipated an influx of Payroll Service Bureaus moving onto their tax management service as a result of this sale.
  
  MasterTax has provided a great service for folks for many years, and I wish them well.  The part that might frighten an independent bureau is reflected in this statement from ADP's press release, “We look forward to leveraging our combined expertise in tax and compliance services, as well as introducing MasterTax’s clients to ADP’s broad offering of proven solutions.”
  
  Ouch.
  
  It is a huge annoyance for a payroll service bureau to switch from one outsourced tax service to another - expensive too.  If I were in their shoes, I would make a call to ADP and ask them if they plan to offer their payroll services to my client list gleaned from MasterTax's records... and get it in writing.
  

  • MasterTax Web Site
  • @MasterTax on Twitter
  • ADP's Press Release
  • PTM / Cachet Banq, LLC's Reaction

  

  
  

  
• November 25, 2010
• 9:39

  Happy Thanksgiving to All!

   » ‎ The Payroll Experience

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  Let us remember that, as much has been given us, much will be expected from us, and that true homage comes from the heart as well as from the lips, and shows itself in deeds.  
  
  
  ~Theodore Roosevelt
  
  
  
  

  
  

  
• November 20, 2010
• 9:40

  Perquest / ADP Comment Storm

   » ‎ The Payroll Experience

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  As any politician knows, an information vacuum wants to be filled.  It is up to you to fill it with your own spin before the opponents do.  So it is with the information flow on the Perquest closure and client sale to ADP.
  
  Now, I'm sure that there are a number of non-disclosures, etc. that are holding back the folks in the know from speaking to the event publicly, but a variety of points of view have been aired within the 40 plus comments that have been posted in response to my initial note on the topic.
  
  Should any former principals of Perquest wish to post a response, I would gladly give them a forum here.

  
  

  
• November 11, 2010
• 10:46

  Choosing a Payroll Service - Avoiding the Acquisition Bulls-Eye

   » ‎ The Payroll Experience

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  In light of the recent acquisition of Perquest's client base by ADP (not an uncommon activity by them), the thought came to my mind that many small to mid-sized businesses may not be aware of what the 'Acquisition Target' warning signs are before they make a move to a new payroll service.
  
  As their 'new' payroll service brings them on-board, it is typically a move off of ADP or Paychex and toward a smaller, more customer-centric service, which is great.
  
  Downside?  When the 'Acquisition Target' payroll service bureau sells - the payroll clients go right back to the service they left, and ADP is the most likely company to be doing the acquiring.
  
  This generally puts a sour look on the average business owner's face.
  
  So, what are the warning signs that your new, smaller, friendlier payroll service may have a secret 'For Sale' sign taped to the back of their door?
  
  Three Core Points:
  #1 Investors Own the Company
  #2 Previous History of Acquisitions in C-Level folks' Resume
  #3 Abnormally Rapid Growth
  
  To Point #1:  If investors own the company, they are likely in it to turn & burn the investment.  Once they see a tidy profit to be made (or - in the case of Perquest, a big loss to avoid), they are out - and so are you.
  
  To Point #2:  If the management team has had previous history of their companies being acquired, it has to be very tempting to build the business specifically as a target for acquisition.
  
  to Point #3:  Building on #2, if the management team is tempted - they may throw away money, acquiring clients by using deep discounts.  This bloats up the numbers, but the clients who got a deal may not feel so good about it when they are sold to ADP.
  
  So, as a business owner, here are a couple of questions to get you started as you avoid a potential return to ADP or Paychex:
  

  • "I love your solution for my business' payroll and HR needs.  Can you tell me about your company's history?"
  • "How many clients do you have?"
  • "How many new clients do you bring aboard each year?"

  As always, moving your payroll to a new service can have many implications, including tax related issues.  Get as much detail as you can about the transition process, and don't be afraid to ask pointed questions.  If they don't have answers (or can't make a quick phone call to find out) - keep shopping.
  

  
  

  
• November 06, 2010
• 12:30

  Valiant Acquires Triton HR Payroll Processing Customer Base

   » ‎ The Payroll Experience

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  Valiant Acquires Triton HR Payroll Processing Customer Base and Expands Market Coverage with a Triton HR Independent Representative Agreement.
  
  [www.prlog.org]

  
  

  
• November 04, 2010
• 20:59

  Perquest sells to ADP?

   » ‎ The Payroll Experience

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  We will see what shakes out, but it looks like Perquest has sold to ADP, and locked the doors to numerous regional sales offices...

  
  

  
• March 11, 2010
• 11:26

  Salem City Council Hears from Investigator, Accountant - WBOY-TV - WBOY.com

   » ‎ The Payroll Experience

  Tags:    [edit]

  Salem City Council Hears from Investigator, Accountant - WBOY-TV - WBOY.com
  
  Posted using ShareThis

  
  

  
• January 19, 2010
• 23:39

  Home from Les Cayes, Haiti - 01.19.2010 11:40 PM

   » ‎ The Payroll Experience

  Tags:    [edit]

  From: Timothy Troxel
  Sent: Tue, Jan 19, 2010 at 11:40 PM
  Subject: Haiti Team Update
  Hello Everyone, I thought it would be good to give an update on our trip out of Haiti. We were very fortunate to be able to fly back on planes that had brought in medical supplies and doctors. This was on Sunday morning. These planes were arranged in conjunction with a Mission from the Bahamas. Many or all of the pilots and planes were volunteered from private pilots in the states. We flew on a Cessna 340, a couple of Baron's and one that I didn't catch the type. We were able to get 9 from another group and then ten of the 13 from our group out in the first flight to Inagua. We did not have to fly through Cap Haitian, but they had flown through Cap on the way down. When we got to Inagua, we went through Bahamian customs and the planes were refueled. They sent a 182 and another plane back to pick up the remaining 3 from our group and several others. The rest of us flew to Nassau where we waited for the other 3. It was to late to get to Miami so we found a hotel for the night. The Methodist Mission group even provided us with a nice meal. On Monday, we flew to Miami on to different flights. We split as our group was from different areas of the country and some of us were able to make it back by Monday night and six had airline challenges that required them to stay in Miami until Tuesday. They got back Tuesday evening. I had a business trip so I had a whirlwind day and flew out to Salt Lake City and on to San Diego on Wednesday afternoon. The Haiti situation.Since coming back, I have gotten just a little bit of coverage and it is decent although it shows how little is understood about a day in the life of a typical Haitian. I thought I would give a little more information. Haiti is a place that needs tremendous help, even without the Earthquake. I believe it was 2008 where they saw four Hurricanes hit the Island in one summer. They have 8.5 - 9 million people there and an economy of about $2.4 billion. The average income of a Haitian is $400 per year, they have 80+% unemployment, and a relatively unstable environment. They have had oppressive government and really do not have a government that cares about their people at all. Basically, in a nutshell, the Haitian culture is to survive. They don't think of next week or next month, they think of where will my next meal come from. They are steeped in Voodoo, are largely illiterate, and have a lot of what we would consider to be uneducated superstitions. Many of these things contribute to the plight of Haiti. The areas we work in when down there are primarily the following:

  • Construction of roofs of schools and churches. - Our particular way is requiring the community to build the walls and then we give them a roof which is the most difficult and dangerous portion. Our teams come in which also gives the American teams a genuine taste of Haiti as we live among them. Most importantly, it shows the love of Jesus in action and has helped the churches to evangelize.
  • Well Drilling - provides fresh water in a country where people bathe, wash, and drink the same water.
  • SEED - Teaches the Haitian people how to farm with more productive and soil saving techniques.
  • Medical Teams

  My first trip to Haiti was in 1997, I believe. The good news is that I have seen noticeable improvements in some of the infrastructure. This earthquake will set them back, who knows how long, but they will continue to push forward. Please continue to pray for the missionaries that remain down there, the rescue workers, and the Haitian people. Thank you so much for the prayers, concern, and the love that has been shown throughout our trip. Thanks to all that were involved in helping us get out. And thanks to the many volunteers and professionals working in Haiti through this disaster. We have seen first hand how our God loves us, cares for us, and guides each of us if we seek him and walk as his children.

  
  

  
• January 18, 2010
• 5:28

  Haiti Update

   » ‎ The Payroll Experience

  Tags:    [edit]

  I heard that Tim made it to the Bahamas! Excellent news.

  
  

  
• January 15, 2010
• 12:17

  Haiti

   » ‎ The Payroll Experience

  Tags:    [edit]

  Below is an accounting of Tim Troxel's time in Haiti to date. Updates will be posted as they become available.
  
  -Logan

  
  

  
• 9:50

  Les Cayes, Haiti - 01.15.2010 10:51AM

   » ‎ The Payroll Experience

  Tags:    [edit]

  From: Timothy Troxel
  Sent: Friday, January 15, 2010 10:51 AM
  Subject: Haiti Team Update
  
  
  Greetings to all in the name of our Lord,
  
  As you all know, today was the day we had originally planned on leaving Haiti. I know you are probably getting information in bits and pieces so this email is to give as complete an update as we can. We are very thankful for the Lord's providence. As just one example, there was a sea container that arrived last Saturday with a lot of sheets, crutches, soaps, and other personal items. When it arrived, they were not sure exactly where it was going to go, but knew they would be able to find a place. Then the earthquake happened and friends in Christianville near Port requested a list of items. It matched up with much of what was in the container. We are truly grateful to be safe and rest in his hands.
  
  I have just bullet pointed items below:
  

  • We are safe in Les Cayes which is in the southwest portion of the island. We are staying at the guest house near the missionary compound.
  • A load of supplies was sent to the affected earthquake area.
  • A group was going to leave this morning was going to go, but was encouraged not to due to safety. Haitian drivers are taking the supplies. We foreigners are staying in.
  • Airspace in Haiti is restricted. Nothing is flying in and out of Les Cayes and very little in and out of Port au Prince. Mission Flights International (MFI) is flying limited flights out of Cap Haiti in the north to extract people.
  • To get to cap by driving, we would need to go through Port and it would be a very long drive if we can get there at all via roads.
  • Getting diesel is getting very difficult. Long lines are forming and stations run out. Supply lines are not running.
  • Flights are available out of Dominican Republic, however, to get there via driving, we must go through Port and it is also a very long way. Also crossing the border is an unknown.
  • The earliest AA flight out of Port is the 22nd, if they are able to keep the schedule and do not have to push it back further.
  • Another option that we have thought of is if there were any charter boats that could at least get us to the DR or Jamaica from Cayes. This is probably a little longer shot but may have promise!
  • Unrest has not begun yet that we know of. My understanding is that we are just now losing the supply lines and as things tighten up, things could get desparate, especially around Port.
  • Our biggest challenge with travel is getting out of Cayes without going through Port. Everything in this country goes through Port and everything is chaos and out of commission.
    

  1. We have heard the docks are down
  2. Pipelines are out
  3. The UN has lost many of their top personnel in Haiti when their main building collapsed. (The UN is the permanent police here.)
  4. The airport tower is down and they are out of fuel for refueling planes.
  5. The airport has little room for planes to sit so they probably cannot land many more.
  6. They are burying in mass graves at this point.

  
  We know that we are in God's hands as always. As of right now, we are making the best of things and working to get as much done as we can around the compound. We have no idea when or how we will be able to get home, but we also are not the highest priority. We have food and supplies and our buildings are intact. There are others sleeping in the streets with no food or water right now.
  
  Thank you for your prayers and love. We trust God to keep us all until we meet again.
  
  Tim

  
  

  
• January 14, 2010
• 13:10

  Les Cayes, Haiti - 01.14.2010 1:11PM

   » ‎ The Payroll Experience

  Tags:    [edit]

  From: Timothy Troxel
  Date: Thu, Jan 14, 2010 at 1:11 PM
  Subject: Update
  
  Greetings to all,
  
  A brief update for all. We will probably have no good way to get out of Les Cayes for several days, but we are safe here. We have medication for blood pressure and Malaria. We have a lot of stuff that is going on a Haitian bus to a town near Port that has been devastated. It is amazing how the Lord works. They are going through the sea containers and there are all these things that they wouldn't normal need that much of like sheets, shampoos and personal supplies.
  
  We serve a wonderful Lord!
  
  Tim

  
  

  
• 7:02

  Les Cayes, Haiti - 01.14.2010 7:03AM

   » ‎ The Payroll Experience

  Tags:    [edit]

  From: Timothy Troxel
  Sent: Thursday, January 14, 2010 7:03 AM
  
  Subject: Haiti Update
  
  Greetings in the name of our Lord and Saviour,
  
  This is an update based on the information we currently have. Yesterday, we worked around the compound. We filled all the containers we have with fuel. As of right now, Haitian airspace is shut down for all intents and purposes except a few flights out of Port au Prince. To get to Port, it is six hours and dangerous. All of Haiti is supplied through Port and the Haitian people live day by day with no reserves. There reports of no water and in areas that have been damaged. We are going to stay here in Les Cayes at this point.
  
  There are several options available once flights are coming into Les Cayes and there are enough of us to fill a plane. We are expecting to be here a little while. We are not going into town at all and are keeping a low profile at this point. The Lord has taken care of us and we trust in him to keep us as he sees fit.
  
  Once the US gets air traffic set up, (the tower in Port collapsed) we expect flights in and out of Les Cayes.

  
  

  
• January 12, 2010
• 22:26

  Les Cayes, Haiti - 01.12.2010 10:27PM

   » ‎ The Payroll Experience

  Tags:    [edit]

  From: Timothy Troxel
  Sent: Tuesday, January 12, 2010 10:27 PM
  
  Subject: Haiti Earthquake
  
  Greetings in Christ's name,
  
  I just wanted to let all of you know that our team is ok. As many of you know, the largest earthquake to hit Haiti in 200 years hit this evening about 10 miles from Port au Prince and you can read the details online at the news sites. As of right now, the airport is closed in Port, but we are all safe in Les Cayes, which is about six hours away. (Haitian speeds) We will have to play it by ear as pretty much all communication is out from here to Port. You probably know more than we do.
  
  I just want you to know that God has been watching over us and we have had many miracles. Even today, there were several times when we felt his hand guiding and keeping us from harm. We started this morning around 8 am and had a rather uneventful trip on a road that been very eventful. We arrived in Les Cayes at 6 pm after traveling around 70 miles. We had a fair amount of rain and had to cross moving water that could have swept us away, but a Haitian was there at just the right time to tell us where to go over the bridge to miss the holes. This is just one of several examples of how the Lord has watched over us.
  
  Please keep praying for our safety. When we get out is in the Lord's hands. Pray for the Haitians and the destruction that will be present. We are still feeling aftershocks here regularly. I look forward to getting home and seeing all of you.
  
  God Bless you and keep you until we meet again. Feel free to forward this on to anyone you think may need to know. My time is short in writing this. I will try to stay in touch via email.
  
  
  In Christ,
  Tim

  
  

  
• 5:59

  Haiti

   » ‎ The Payroll Experience

  Tags:    [edit]

  As many of the followers of my blog know, I work for AdaptaSoft, Inc. a provider of payroll software to the payroll service bureau industry. I usually don't bring it up, as I try to keep my posts as useful and relevant to everyone as possible, which I hope is appreciated.
  
  Today I am making mention of it because the leader of our company (President/CEO/Owner) Tim Troxel was on the ground in Haiti on an annual mission trip sponsored by his church the day the earthquake struck. After discussing it at length with other folk at AdaptaSoft, I decided that posting Tim's emails from Haiti to his friends, family, and co-workers would give a unique perspective to those who find their way to my blog.
  
  Tim and the mission team are located in Les Cayes, which is on the western peninsula. Although it seems that little damage was sustained there, all supply lines have been dwindling and are now essentially cut off.
  
  I don't know how his story will play out. Their return flight was scheduled for today (1/15), but has been delayed for an undetermined amount of time. The priority is clearly on inbound humanitarian relieve - as well it should be.
  
  I am pre-dating this and the other posts so that the chronology of the story remains true, and will update it when additional messages come in from Tim. I know he would appreciate your prayers.
  
  
  -Logan

  
  

  
• October 11, 2009
• 20:16

  Strategies for Managing Client Relations in the Aftermath of a Payroll Data Breach

   » ‎ The Payroll Experience

  Tags:    [edit]

  By Logan Cashwell

  Preface: Having managed my piece of a small payroll breach in the past, at a former employer, I am sharing much of what we learned by experience, and some things I would – in retrospect – have done differently. Privacy laws vary from state to state, so initially I would recommend consulting with your legal counsel, and with your insurance carrier. Legal advice will be useful, and your insurer may just have some tips for you to assist in limiting your potential liability.

  What if. What if one of your client’s year-end package were to be inadvertently delivered the wrong address and were opened by another of your clients due to a mislabeled envelope?

  What if. What if your laptop were stolen with a backup copy of your payroll data or software system loaded on it?

  What if. What if a disgruntled employee were to re-direct tax or direct deposit payments into their own accounts and disappear before the details came to light?

  There are any number of nightmare scenarios we could dream up that could (and should) cause your guts to twist into a knot when it comes to client data and the potential fallout that would result from a breach. Currently in our industry, a scenario is being played out where the worst possible situation in customer relations has landed in a large number of bureaus’ laps. This scenario is the breach or perceived breach of their online payroll software system, and possibly client data.

  Now, know this – this article is not intended to indict those recently caught holding the bag on this. This is about how you, if you are affected by this scenario or a future scenario like it, can be prepared to respond. You MUST be prepared to respond to your clients, because regardless of the precautions taken by all software and hardware vendors, ‘black hat’ hackers work night and day to find (or drill) holes into the security layers of online systems. The attitude that must be taken is, when – not if.

  Where to begin?

  #1 Unplug your phone, internet connection, and close your door. Now, run around screaming madly with your arms flailing in the air and, if you’d like, froth at the mouth a bit.

  #2 Calm down. You’ve had your 5 minutes of private time to execute your personal panic attack. Now it is time figure this thing out and keep your business from derailing.

  #3 ACT NOW! Because no one likes this kind of surprise. YOU must be the one to break the bad news to your clients. If not, you have lost control of the information flow, and possibly the client.

  We are in a high-touch business. This is how the small to mid-sized payroll service bureau butters its bread. This being said, you cannot allow a breach in your security to drive you into ‘ostrich’ mode. If you bury your head in the sand, that is admitting defeat to your clients. What is required of you is complete transparency.

  Now, as we look deeper into this, keep in mind that I’m aiming at the worst-case-scenario: Bureau, Client, and Employee level data being exposed:

  • Bureau trust account balances
  • Account & Routing numbers
  • EIN/FEIN
  • Who has a garnishment and the agency being paid
  • …all things payroll

  Transparency

  Respect

  Recovery

  Transparency.

  I am not talking about broadcasting your woes in the local paper. I am talking about transparency with the affected clients. Why do we need to get personal on this? Why not just send out a form letter? So the client, who may or may not have found out about this from a third party, or the Internet, will respect you – rather than broadcast your silence as failure to prospective future clients.

  The last thing that someone who, let’s face it, is responsible for this mess needs is to seem devious or opaque. Yes, the buck stops with you in the client’s mind – regardless of who might be fundamentally responsible for the core of the problem. You can educate the client regarding the source of your pain, but you cannot be seen as trying to pass off the blame.

  Respect.

  What can you do to maintain your integrity with your clients? Respect them. If you hide, you will lose their respect. Be proud of your business, but not so proud that you cave into the natural urge to sweep the problem under the rug. Bottom line, respect them – and you will have a better chance at retaining their respect, and their business.

  In this business, a phenomenal amount of trust is placed in your ability to manage a complex process for your clients. You are moving money, paying employees, handling massive liabilities owed to various state and federal agencies. Don’t let the normality of this process in your day to day operations let you grow calloused to the impact of this duty (if failed) can have on your individual clients. Reflect upon this, put yourself in their shoes, and let the feelings that wash over you guide your actions.

  Recovery.

  Plan for recovery and the continued growth of your business and client base. This too shall pass.

  If you execute a perfect plan (FYI – there are no perfect plans) you should expect a handful of clients to leave you without even talking to you. What you need prepare and execute in real-time is an immediate communication plan with all of your clients to engage with them in an open conversation regarding the situation you’ve found yourself in with them. Yes, you get to call all of your affected clients, and hopefully visit a number of them in person. Build the relationship THROUGH the troubled waters of this crises. If there were ever a time to ramp up the ‘high touch’ side of your client relations plan, it is now.

  When all is said and done, you will hopefully have a story to share about how you took care of your clients, took care of their employees, and learned from the experience.

  Summary

  With any luck, you’ve read this far for future reference, not immediate execution. I hope that what I have written here is a helpful starting point for recovering from a serious data breach. Bottom line, take care of your clients first – and with a little luck, they will continue taking care of you.

  Beyond the management of the client relationship, here are the three areas that I would initially be focused upon if I found myself in this type of a situation:

  • Figure out what you know – get your facts down (and then call your lawyer, once you know the details). Do not get caught unable to answer your clients’ questions regarding their data.
    • Depending upon the type of data that has been compromised, you may need to prepare yourself for an expense related to purchasing ‘insurance’ for each of the employer’s employees protecting them against identity theft.
  • With your information gathered, begin by writing down and practicing a 5-minute ‘elevator’ speech on the subject.
    • Do this, so that your story remains consistent, real, and you sound confident. This is important, because if your information flow is disjointed, you will begin to sound like you have lost control of the situation which is unacceptable as seen from the client’s point of view. Perception is everything, and you need to be perceived as someone who is on top of the situation from the beginning to the end.
  • Determine what measures you can take to ensure that this is never repeated.
    • If the cause was a process based mistake within your operation such as mislabeled packages, it is time to tighten up the process.
    • If the cause was lost data due to the physical loss of the media upon which it was stored, be it laptop, flash drive, server, etc. It may be time to consult with your IT and security folks about hardware level encryption and operational changes that ensure the safety of your data within your organization.
    • If your software/hardware vendor was the root of the problem, ensure that corrective measures have been put in place, and that you have written acknowledgement of such measures. If the vendor is non-responsive, perhaps it is time to look for a new vendor.

  

  
  

  
• September 23, 2009
• 7:26

  On the road... Nostalgia...

   » ‎ The Payroll Experience

  Tags:    [edit]

  Southern California is much as I remember it. Hot, with lots of traffic. That isn't saying that I didn't love living down here. My wife and I spent much of our adult post-college life in what they call the Inland Empire after finding the job market in Central Oregon to be a bit lacking as we entered it for the first time back in '97.
  
  I'm gonna get a little nostalgic here, so prepare yourself. Ooo... this is turning into a little auto-biography.
  
  I always like to ask folks how they got into the payroll business. No one ever told their school councilor that they wanted to do payroll when they grew up. There is always a good story, especially behind those who didn't come from a core accounting background.
  
  So, how did Logan get into the payroll business? By accident. Twice.
  
  Once upon a time, Logan was an IT guy with an 80 mile commute in traffic - both ways on Interstate 10 here in So. Cali.... and had an epiphany one day after being in the break room with a bunch of co-workers as someone lit themselves on fire on an overpass near Santa Monica... When the first question in your head about such a horrific situation is, 'I wonder if that's on my route home? I'm hosed!'... you know you need a different job.
  
  So later that week I walked into an interview at CBS Payroll out in San Bernardino near where my wife was teaching and became the guy who shipped out software packages and scanned laser signatures. 10 minute commute... nuf said.
  
  Yes, Logan was the dude who scanned signatures. You might say that I started at the bottom. After doing this for awhile, I did some customer service and sales work before I realized that I wanted to get my edumacation.
  
  So I got educated... did my BS and MS in Organizational Development at the University of La Verne and moved back home to Oregon. This move to Oregon thing is a recurring theme in my adult life. Back and forth... long story.
  
  Part Deux....
  
  ...so I drove back down to San Bernardino area alone in my truck and stayed with family while I looked for a j.o.b. in the area. I gave my buddy Mike a call who was a friend at the payroll company I was scanning signatures at. He says, "Hey, we were looking for a business development manager..."
  
  I got hired. Two days later Intuit acquired CBS Payroll for $78 million bucks and I got my stock options.
  
  An interesting chain of events then took place... over the next few years, sparing you the details, I moved up the food chain and after my manager moved on, ended up running the Payroll Service Bureau software business... just as Intuit decided to dismantle it. I got the job of informing my service bureau clients that they needed new software, and helped them find it and transition as smoothly as possible.
  
  The most amusing calls I've ever made in my payroll career went like this, "Hey there! This is Logan Cashwell from CBS Payroll Software... your now former competitor. I want to partner with you to help my clients find out if your software package is a good fit for them."
  
  After two years of this, and being laid off twice (don't ask...) I transitioned into the Intuit Complete Payroll Services ops group managing a team that handled, 'Payroll Technical Support' for around 15,000 clients. We made some great changes that enhanced the customer experience with our web and PC products... and then a few months later... Intuit sells out to ADP. The end. Third time laid off... at the same company! It was pretty amusing to me to watch the process. Sad, but amusing to view it through the lens of my fancy edumacation that Intuit mostly paid for (the MS). Watching the corporate giant attempt to successfully handle this massive organizational change, while keeping the clients happy as they are sold off, in many cases to the service provider they had recently left.
  
  As I was the last manger in the door, I transitioned myself out early. Frankly, after being in limbo for two years previously, it didn't strike me as a lot of fun to do it for another year.
  
  Part Tre? Three?
  
  ...so I called Tim Troxel at AdaptaSoft, Inc., interviewed with him, and got back into business development and consulting. Why did I call them? No this isn't a veiled sales pitch inside of a long memoir... They took care of MY people when they were most vulnerable and needed help. They did it like no other.
  
  So, here I am today, blogging about payroll and helping payroll service bureaus to find the best fit in a new software package - much like what I did during the end-game for CBS Payroll Software.
  
  From the bottom up, here I am. Another amusing tale of how a guy got into payroll.
  
  Want to share your story? Comment here and I'll post it right up.

  
  

  
• September 17, 2009
• 10:07

  What makes your Payroll Service different?

   » ‎ The Payroll Experience

  Tags:    [edit]

  I just returned this week from a sales trip to the Bay Area. As I traveled from stop to stop, it struck me that there are some very core areas that are common amongst Payroll Service Bureaus that differentiate them from their largest competitors.
  

  • Service
  • Pricing Strategy
  • Local Touch

  These three common areas are MUST-have cores for your business.
  
  Your service level MUST knock the socks off of the large national bureaus.
  Your pricing strategy MUST differentiate you from the large national bureaus.
  Your local strategy - local name/face MUST be a visible part of your marketing.
  
  Now, if you embrace these three areas of 'MUST HAVES', you still need to flavor your service to suite your own personality and style. Don't try to be someone you are not... you won't be happy.
  
  If you are environmentally aware and active in this area, go for the green angle. If you are not... and your client catches you in your GMC Yukon XL with the 8.1L V8 towing a gas guzzling powerboat, cranking up the hills at 3mpg... you lose.
  
  If you like to eat, I mean, really like to eat... dig into the restaurant niche. Learn all there is to learn about their core pain points and solve for them.
  
  This goes for any other niche you might try... auto shops, dry cleaners, medical clinics, dentists, etc. If you want to take a niche away from the nationals - make sure you do your research and OWN it. Don't go half-way. Once the niche is yours, people talk - and you win.
  
  Regardless of how you flavor your business with your own flair and style, what matters most is that if it isn't working, don't be afraid to mix it up and try something new. Just like any business or job, if you aren't having fun, you won't be successful. Find a way to make every day the best day of your career.

  
  

  
• September 03, 2009
• 9:21

  All Work & No Blog Makes Logan a Dull Boy...

   » ‎ The Payroll Experience

  Tags:    [edit]

  What can I say, I've been swamped lately. Heading out on the road for the next month or so to:
  

  • San Francisco
  • Southern California
  • Washington DC Region

  As summer closes, and the kiddos get back to school - the posts should begin to flow once again! :-)
  
  -Logan

  
  

  
• August 11, 2009
• 9:36

  On the road!

   » ‎ The Payroll Experience

  Tags:    [edit]

  I'm heading out this morning to IPPA.net's annual conference. This year we're in Cambridge, MA. I'm looking forward to learning a bunch, and sharing the juicy parts here when I return. If you're interested in knowing more about IPPA, check out their web site, and take a look at my previous post.

  
  

  
• July 30, 2009
• 8:58

  IPPA Annual Conference - Cambridge, MA

   » ‎ The Payroll Experience

  Tags:    [edit]

  I'm getting ready to fly out to Boston in a week or so for the IPPA Annual Conference. If you are running a payroll service and are not yet a member of an organization of your peers, I'd highly recommend that you join IPPA. Check out their web site: [www.ippa.net] for the details on what they provide for their members.
  I can tell you this - their annual conference (I've attended the last three) is always full of valuable information and networking opportunities. Although I am admittedly a vendor, the quantity of folks such as myself who attend this event is the best opportunity in the industry for you to find new partnerships to supplement what you already have in the bag. Even if you are unable to join or attend, check out their web site where the sponsors and 'vendor members' are listed.
  Gold nuggets for your payroll offering in the form of great ancillary services that keep you head2head with ADP & Paychex.
  If you use Twitter, follow my tweets at the event by following me: [twitter.com] or searching for #IPPA at search.twitter.com to see all of the buzz that we produce.

  
  

  
• July 07, 2009
• 9:29

  The Affluence Gap (Update!)

   » ‎ The Payroll Experience

  Tags:    [edit]

  Great article that expands on the topic I wrote on in May - "The Affluence Gap"
  Layoffs Allow Small Firms to Attract Big-Company Refugees by Dana Mattioli of the Wall Street Journal

  
  

  
• June 24, 2009
• 10:08

  Payroll Scammers Are 'Rare Gems'

   » ‎ The Payroll Experience

  Tags:    [edit]

  
  Link to the article that inspired this post: "Payroll Company President Charged with Grand Larceny" By: Seth Voorhees of rnews.com
  So... here we have another case where through the power of 'Instant Media' every search string on the web that includes the word 'Payroll' will point toward this jerk running off with his clients' tax money.Now, there are gems like this guy in every industry. We have all seen one bad apple trashing various industries' reputations over the years from Enron and WorldCom to the banks that sold us on the value of 'Interest Only, Variable Rate, No-Docs' loans over the past few years (that one worked real good!).
  All we need to do is visit the Feds' Financial Crimes web site to get a full taste of what kind of recent finance related scams are out there.
  The real question is: Should you worry about your clients' perception of you and your payroll business?
  The answer is dubious... it's a YES/NO scenario. Whenever one of these incidents occurs it opens up the opportunity for a slick sales rep from one of the big payroll providers to sweet talk your client. They might say things like, "Can you really trust a small business with your tax money?", "We have a Kabillion dollars backing our tax accounts... do they?"...
  I would venture to say that you are only at risk for these kinds of attacks if you have failed to inoculate your clients. Here are a few things that, if you haven't done, you should:

  • Be in regular communication with your clients. If you ignore those, 'good' clients who don't call - you won't know if they are at risk
  • Even though you'd like all of your clients to utilize your tax service - don't push them into a corner
  • If you start getting questions when something like this happens, be prepared. Write up and practice a 5 minute talk on the subject that you can use on those calls. Put some bullets down. The last thing you want is to sound nervous and confused when hit with a question like this.
  • Finally... Be transparent - you have nothing to hide

  So, above are some strategies to try if you are worried - or happen to be located in or around Rochester, NY (which would make this extraordinarily relevant to your business' future.
  Regardless of the new focus on this fraudulent fellow, now is the time to pump up your relationship with your clients!
  If you don't feel like you've touched base with your clients enough, and built that solid relationship - now is a great opportunity to do so. This isn't just in case they google payroll and find that fink's mug shot. This is about making your business stronger. Think about the following:

  • Are ALL of your clients aware of your current offerings? Have you added ancillary services and forgot to tell them?
  • Have you reached out to your clients who may be in financial trouble? Now is the time to keep them from going in-house.

  Right now the economy is pushing the already fickle consumer into a bargain hunting frenzy. Payroll Service Bureaus lose clients when the client does not know that their current provider has that one service they were lacking. Don't be that bureau.
  Bottom Line? You run a good, honest business. Make sure your clients know it.
  

  
  

  
• June 23, 2009
• 9:43

  Green Is Going vs. Going Green?

   » ‎ The Payroll Experience

  Tags:    [edit]

  
  I was just skimming through the latest copy of the Harvard Business Review in between phone calls and got stuck on an article entitled, "Understanding the Post Recession Consumer." [www.hbr.org]
  One of the eight trends that they indentified regarding consumer behavior in the current mudpuddle we are swimming in is this:
  

  Green was cool, but I ain't paying a premium for it anymore.

  
  Ok, so I paraphrased a bit, but that is the gist of it. Now, when we take this concept and apply it to selling your payroll services...
  Oh My Gosh!!! I Spent All This Money On An Online Solution To Push As Green!!!
  Stop tearing your hair out and gnashing your teeth... it'll be ok! I swear! So, you've got an online paperless solution in place. Now the consumer doesn't care as much. What do I do?
  The concept that I work on with my clients to sell the online payroll tool to their clients centers more around the value you can provide to the client rather than the green-ness of the option. I suggest the following:

  • Push savings, not Green
  • Green becomes the feel-good after-effect of choosing an economical solution for payroll

  Set up a pricing model that puts your online product at the low end of the $pectrum. You will have an easier time getting buy-in from your existing and new clients by saving them money. This in turn reduces the hours you and your staff spend on payroll, and allows growth without increased headcount.
  Right now, everyone wants a deal. Sure they'd like to do something environmentally friendly - but, keep in mind that the green those clients are worrying about the most about right now is the kind that comes with dead presidents on it.
  
  

  
  

  
• June 09, 2009
• 18:08

  So, you've got payroll experience...

   » ‎ The Payroll Experience

  Tags:    [edit]

  You have some payroll experience? How much? Lots? EXCELLENT!
  You got laid off? An all too familiar story... can't find work? Even more familiar. Just last night I was watching our local news as they interviewed High School kids looking for summer work.
  

  There isn't any.

  
  Why aren't there any summer jobs to speak of? Because grown-ups are filling the slots, and if there are enough desperate a-dults out there who need work, who in there right mind wants to hire a pimply kid who's working for gas money?
  So, the question is... what are you going to do with that payroll experience? If you have an entrepreneurial bone in your body, I would strongly suggest starting your own payroll business. Why not? It couldn't hurt to try.
  I'm not talking about buying a big software package and opening a store front. I'm talking about your classic Mom/Pop shop. A kitchen table operation, no more, no less.
  There are a number of options out there that will allow you to private label your services via the web, and this is the perfect method to use to see if you have what it takes to build up a client base.
  Here is how you might get rolling:
  

  • Find a payroll solution - PayCycle.com / QuickBooks / Accountant's World / Etc.
  • Buy a copy of The Payroll Source
  • Find a friend or family member to Guinna pig the business on (do a side-by-side payroll first to make sure you've nailed it)
  • ...and you're in business - go get that 2nd client!

  
  Seriously, in our current economic slump the payroll business is prospering. People are leaving the large bureaus such as ADP and Paychex looking for a better deal, and to support local services. My clients are in the black - up 5 - 15% over last year which is fabulous in today's marketplace.
  I say, dig in and get your piece of the action while the getting is good.
  
  

  
  

  
• June 05, 2009
• 5:58

  Intuit, Inc. Acquires PayCycle.com

   » ‎ The Payroll Experience

  Tags:    [edit]

  Well... this is an interesting development.
  I have to admit, that as one of the folks who was laid off when Intuit closed up Complete Payroll Services awhile back - that I felt a bit irked at first. Selling off all of those ~30k hard earned clients to ADP might have made a small black mark on my heart that is still healing... then they step up and buy yet another payroll company?
  BUT!
  Upon further reflection, I think they might just pull it off this time - and good for them.
  Both CRI and CBS Payroll, as acquisitions, brought in outsourced payroll clients and back-end systems to support them. This class of client was a fair mix of call/fax along with online clients. As they later unloaded the clients to ADP, Intuit appears to have re-focused on the smaller web based clients which are still being offered service up there on Payroll.com. This acquisition is adding to that online payroll model 60k+ clients. Not bad, not bad at all.
  Perhaps the mold that PayCycle has built for online payroll clients will mesh nicely with where Intuit has taken their outsourced payroll offering since '07 - to the web.
  I wish the PayCycle folks all the best. Acquisition is a wild ride!
  
  
  by: Logan Cashwell

  
  

  
• June 04, 2009
• 20:53

  Co-Op Payroll? Huh?

   » ‎ The Payroll Experience

  Tags:    [edit]

  Recently I was playing around on Twitter and posed the following question: "Why don't Accounting firms in regions with a population around 50,000 people who aren't really into payroll as a profit center get together and make something happen?"
  Well it was shorter than that on Twitter (140 character limit and all that), but you get the idea. Even if you have no interest in working Payroll into your practice as a profit center, what is there stopping you from getting together with your peers in the neighborhood and doing battle together with ADP & Paychex?
  

  Hey, if the farmers can do it, why can't an Accounting Professional?

  
  It seems foreign, but most CPA firms who get serious about payroll form a separate company to manage it, and do very well. And this is going solo. A typical client's payroll and the ancillary services that surround it can generate between $1000 and $3000/year. Nothing to shake a stick at.
  I would find it very interesting to see a group of smaller firms band together, brothers and sisters in arms - form a partnership, find a high-end payroll manager and take their revenue back from ADP, Paychex, and their cronies.

  
  

  
• May 29, 2009
• 10:49

  Strategies: Make customer retention priority

   » ‎ The Payroll Experience

  Tags:    [edit]

  A great article in USA Today on customer retention during turbulant economic times.  I discussed this a bit at our user group earlier this month.  It is so important to ensure that your client base is in a happy place with you right now.  
  The cost of adding new clients increases when there are less of them to find.
  
  
  Strategies: Make customer retention priority
  By Rhonda Abrams, USA TODAY
  

  
  

  
• May 26, 2009
• 13:33

  Letterman - Top Ten Things I've Learned From Being an Accountant

   » ‎ The Payroll Experience

  Tags:    [edit]

  

  
  

  
• May 15, 2009
• 18:27

  The Affluence Gap

   » ‎ The Payroll Experience

  Tags:    [edit]

  Our economy is about to deliver a bountiful gift to small businesses around the country. However, this gift must be unwrapped like that poisonous fish I saw on the Discovery channel the other day... cut it wrong and you die eating it - cut it right, and it is a delicacy.

  The gift that I'm going on about is the gift of talent. There is a glut of talent out there looking for work right now, and willing to step down the pay grade ladder for a stable check and half decent benefits. Gone are the days of the fat expense account and company car... these folks just need to eat and keep a roof over their family's heads.

  So, what happens when you interview and hire a new employee who might have both more years, and more experience in the business then you do? Oh yeah, and they are/were making way better money then you are/will.

  Pleasure or Pain? ...the choice will be yours

  In order to make a hiring decision that includes a potentially valuable asset such as the person I described above, you need to put some serious thought into the hiring process. Here are a few questions you should ask yourself:

  ·         Can you handle a strong asset like this as a part of your team?

  ·         How can you help them to fit into their new (lesser) role?

  ·         Are they really committed for the long term, or ready to jump ship if someone drops that ladder back down to them?

  ·         Beyond the usual complexity surrounding age and gender, etc. -  what aspects of the employee/employer relationship will be affected by this, 'affluence gap’ as it enters your HR process?

  There are certainly other aspects that need to be considered in any hiring process, regardless of the scenario I've presented to you here, but I want to concentrate on my last bullet point: The Affluence Gap.

  If anyone has already coined this phrase, I apologize - I seriously just made it up.  It seems a fitting name for this aspect of the discussion.

  The first thing I would like you to consider are your feelings. Yes, this decision has much more to do with you then it does with the prospective employee.  How will you 'feel' having someone working for you who might be considered more capable and experienced than yourself in your own business, in your own industry?

  The second thing I would like you to think over is how you plan to work with this potential employee to ensure that you retain control over yourself, your operation and your employees attitudes, the new one included.

  So, it's interview time...

  As you sit down to the interview with your overqualified applicant, you begin to sense an impending inferiority complex coming on. At the same time, you start thinking about how great it could be for your business to bring on someone with the kind of talent that is sitting across the table from you. What you don't know is - can you handle it?

  One of the great things about running your own business is that you have control over your work life (since you have no personal life if you're busy running the business). Now is no time to give up that control. Talk openly and honestly with the applicant, perhaps conduct the interview informally over coffee to keep it from taking on the boss/employee feeling that might overcome you at the office.  If they have the experience that I'm talking about, they have hired and fired before... they have made decisions with authority before... and they may even have been in your shoes before.

  Lay out your interest in them transparently.  Let them know about your fears and hopes related to the possibility of bringing someone of their stature and reputation on.  Be blatantly honest about how long they will last as an, ‘usurper’ (i.e., employment at will – your will)

  This scenario boils down to your ability to move forward as the leader of your team into some uncharted waters.  The concept is foreign to most, uncomfortable to all, and potentially extremely rewarding.  Thinking about this from the point of view of the newest guy on the unemployment list… if someone like you steps up to help out someone like them – the potential for loyalty to your team is astounding.

  If you do choose to add such an individual to the team, remember the following:

  ·         You chose them

  ·         Don’t discount their ideas in order to try and seem smarter than them (you hired ‘em because they were smarter-er than you, silly rabbit!)

  ·         Expect some bumps in the road, and behind doors conversations about how things are going

  ·         Don’t ever forget that they are like foster children and have likely come from a rough past.  Be sure to praise their efforts and keep that transparency going from the interview forward.

  In summary – your personality and maturity in your life and your business will determine your level of success in this kind of endeavor.  Do not try to fool yourself into thinking you are ready if you aren’t.  It is time for a healthy dose of ‘introspective reality check’.  If you don’t feel confident in your self evaluation, seek the advice of a mentor or friends who have had a solid amount of experience in the hiring side of HR and who you trust to give it to you straight.

  
• May 08, 2009
• 10:25

  Social Media & Payroll Sales Leads

   » ‎ The Payroll Experience

  Tags:    [edit]

  Just a quick note here from TPG, but I'm excited so I had to take a minute to share.  My adventures with Twitter just produced a payroll lead for one of the service bureaus attending here.  Using [search.twitter.com] in a major metro area (advanced search) - pop in your zip code, and put a 20 mile radius around the search... I found a person on twitter who said:

  ADP is the worst payroll service.  They have screwed up every payroll since I hired them.  What a mess!

  It's time to be their superhero....
  
• May 07, 2009
• 8:00

  The Payroll Group - Denver

   » ‎ The Payroll Experience

  Tags:    [edit]

  
  11:00am 5/7/09Denver is beautiful, and it is great to see a big turnout for the conference this year, especially in light of the state of the economy.
  Each payroll service provider who I've spoken with thus far (many) has the same essential story: Business is flat or slightly up.  People are excited about their businesses, and are looking forward to a strong 2009.
  
  
• May 05, 2009
• 11:13

  The Payroll Group

   » ‎ The Payroll Experience

  Tags:    [edit]

  I am getting ready to head out to The Payroll Group's 2009 Annual Conference.  Looking forward to learning a bunch, and sharing it with you here.
  Keep your eyes open for posts from Denver, CO!
• May 04, 2009
• 11:12

  Google Talk

   » ‎ The Payroll Experience

  Tags:    [edit]

  Well, it has come to my attention - by receiving my first call via Google Talk (or more... not being able to pick it up as 2 cell phones and my desk phone rang at the same time! LOL!), that it is kind of painful to use... or I need to figure out what went wrong and why.
  If you tried to give me a call, please try me back at 877-423-2782 ext #245
  Technology.... sheesh! 
• April 30, 2009
• 18:57

  How To Make An Accountant Happy

   » ‎ The Payroll Experience

  Tags:    [edit]

  This one is for those Payroll Service Bureaus who are still scratching their heads about how to network with a CPA firm to generate payroll leads.
  This one is also for CPA firms who haven't thought about reverse engineering this idea ;-)
  
  STEP 1. When you talk to your client, ask them who their Accountant is and let them know you'd like to call them to ensure that they are getting the right payroll related reporting that they desire.
  STEP 2.Do what you said you were gonna do in STEP 1.
  Result? Who knows... everyone is different, but who wouldn't want to be hand-fed exactly the data on your client that you desire? You serve their needs - maybe they will serve you up some payroll leads?
• April 28, 2009
• 16:22

  Not So Obvious Channels for Payroll Sales

   » ‎ The Payroll Experience

  Tags:    [edit]

  These aren't folks to hit up for payroll, but to deliver business to. Give before you receive my friends... their little black book of clients is probably much bigger than yours...
  

  • Who does Fire Extinguisher Maintenance in your town? (HINT: Their number is on the tag that keeps kids from setting off the fire extinguisher by, 'accident' - look around!)
  • Who does Commercial Carpet Cleaning?
  • Who is big in Commercial Real Estate?
  • Who maintains restroom Paper Towel Dispensers? (HINT: Their number is on the wall - and I'm not talking about the name and number in Sharpie)
  • How many janitorial services are there running around in the evenings cleaning businesses?
  • Plumbers
  • Electricians
  • Print Shops
  • Commercial Laundry Services
  • ...whip open the yellow pages and keep growing this list. If you put a nice list together and want to share - add a comment to this post for others to read.

  
  Find a client of yours in need - set them up with one of these folks (reputable ones, of course) and start the leads flowing back and forth between your businesses. Everyone wins, and you will probably end up doing their payroll as well.
  Good luck!
• April 10, 2009
• 13:53

  What's His Face?

   » ‎ The Payroll Experience

  Tags:    [edit]

  Lynn Wenger is my guest author today, sharing a little bit about business and social networking on Facebook.com lynn@webprodigy.com
  
  
  
  That question might cross your mind as your trying to remember a recent interview, an old classmate, or your neighbor from 5 years ago. Facebook is the popular social network for 30 something’s to socialize and advertise. There is a secret to advertising on Facebook though. People are fickle and if they aren’t expecting you to knock on their proverbial door, your efforts may quickly damage your reputation rather than help it. Read on to learn a few trick to promote your business on Facebook.
  
  Your first and foremost effort is to set up a Profile and start making Friends. Make good use of your personal page “what on your mind” updates. Promote a video, request user reviews on a book, or ask an intriguing question. Your friends will see you each time you’re active and they can easily make comments.
  
  Set up an interactive and intriguing Page for your business, which can be used to engage fans and capture a new audience base. The more active your page becomes, the more visible it becomes to the friends of your fans and so forth.
  
  Set up an Ad that will display on your target market's group, application event, or personal pages. The ad visibility depends on how well you can target your market and how much you can afford. Combine your Ad with an active Page to engage your Fans.
  
  A few other useful forums are in the Marketplace, which is the Craigslist of Facebook.
  
  The biggest secret of all though is Update Regularly. Updating your Profile and Page regularly with fresh photos, upcoming events, and the latest promotions means that you will stay in front of your Friends and Fans.
  
  Start your social networking today. Click here and become my friend.
  
  
  
  
  Webprodigy.com provides custom website design, website development, website maintenance, website hosting, and online marketing.
  
  Note from Logan: Webprodigy.com has very cost effective solutions for small businesses, and no, they didn't pay me to say that LOL!
• April 08, 2009
• 10:18

  You Are Unique - Just Like Everyone Else

   » ‎ The Payroll Experience

  Tags:    [edit]

  Written by our guest author - Sean Buck
  
  Now, I refer to stories of my kids a lot, because well, I have a lot of them. Like any parent, there are times that I feel that my kids have taught me more than I have taught them. Here is one of those instances. I was on the phone with a service bureau the other day and something that had just happened with one of my younger kids came to mind.
  
  Ok, if you faint at the sight of blood you may want to turn away…..but, it’s really not that bad
  
  So, one of my kids comes running in the house yelling that another is “bleeding like crazy”. I run out and sure enough my 5 year old son has blood all over his face and hands. He is crying and getting a little freaked out at the sight of his own blood. So I did what any dad would do, I freaked out too. No just kidding, I quickly got him in the bathroom and started to wipe away the blood and we found a tiny little cut above his eye. I started to chuckle a little and he looked at it and started to laugh too. Soon the other kids were in the bathroom laughing as well at how small the cut was. In about 2 minutes he was back out climbing trees and playing lava monster with the other kids. It is easy to lose sight sometimes (not all the time) of how small an issue may turn out to be if you wipe away the blood and tears. Who knows you may even end up laughing about it in the end!
  
  If you turned away, now it’s time to look back
  
  
  Back to the service bureau that called….
  
  Jim (not his real name, but really close to it) calls me and says, “We are losing clients all over the place, this is killing us”. He vents about a call he had just taken a few minutes earlier about a client of his that called to cancel payroll services since they have been “hit hard by this economy”. I then explained to Jim exactly what he needed to do next. Call his client back and offer support. Sometimes we all just need to be reminded of what got us to where we are now. You see, you may offer good payroll processing; you may be your client’s favorite vendor. BRACE YOURSELF. There are lots of really good payroll processors out there!
  
  OK...TELL ME…..WHAT HAPPENED TO JIM?
  
  Jim called the customer back, and sat on the phone for about 45 minutes with him. During the call Jim listened to the problems they were having and shared his own “real life” situations with him. Jim shared his heart with the owner on the other end of the phone who was really struggling with what was happening. Now something happened on that call, the client realized that he could afford to keep using Jim for his payroll. But he also realized with the help of Jim that there were other ways to cut costs and keep things moving in a positive direction. You know Jim didn’t know anything about manufacturing but he did know a thing or two about running a business. Now Jim keeping the payroll business isn’t the moral of the story here. What is the moral? Thanks for asking!
  Your clients are trusting in you to provide a fair professional service in exchange for their money. You may even be considered by them to be “damn good” at what you do. Well guess what?!? like I said earlier, there are a lot of really good payroll processors out there. You need to separate yourself from the other really good processors. Really it’s the small things that make the difference; here is a list of 3 simple things for you to try with your clients:
  
  1.
  Spend at least 60 minutes out of every week, calling your clients. I know you’re the owner and don’t usually call. Well get over it and call them, they will love to hear from you. You may even have something to offer their business. By the way, don’t call the same ones over and over just because you like them.
  
  2.
  Twice a month take a client out to lunch. Come on, you’re going to be eating anyways and you can expense it.
  
  3.
  If you have a sales team and are not working on new clients yourself, call and introduce yourself to the new client and let them know you’re available and interested. Spend at least 15 minutes on the phone with them, remember step 1, you may have something to offer.
  
  These may seem simple and obvious, but get real with yourself, when is the last time you did something like that? You know, Jim may very well have lost the client. That is a reality in our current economy, but doesn’t have to cripple your business. When you start showing a proactive interest in your clients business you will become more than just a good payroll service. You will become the guy that they discuss when they are out to lunch with other business owners that you’re not doing payroll for.
  
  If you would like to contact Sean Buck directly, he can be reached directly at (219) 567-0244, or via e-mail at: sbuck@adaptasoft.com
  
• April 01, 2009
• 10:03

  How to grow the business while your write-up clients go "Past-90"

   » ‎ The Payroll Experience

  Tags:    [edit]

  As the miracle of April 15th draws near, and many of my friends who are working on personal income taxes take a deep breath and collapse under their desks in a fetal position... The W2 revenue is in... the Income Tax revenue is in... now what? The time has arrived (after a long weekend?) to think about expanding (or creating) your payroll business.
  
  It's a long time until January 2010.
  
  Why now? Why expand?!? Umm, Logan - did you notice that the economy is now one of the pillars of chaos theory, that our elected officials keep smiling and writing checks - hoping it was all just a bad dream, that our customers can't seem to keep up on their bills - ours included!
  
  Well, there is nothing worse than a bloated Accounts Receivable with no hope of collecting. That is why now is the perfect time to expand your payroll operation.
  
  You see, here is the secret:
  In payroll, you take your payment when you process the client's ACH transactions.
  
  Paid with the employees = No AR = Money In The Bank
  
  Remember, when a client lays off part of their staff, your invoice for their payroll is barely reduced. Just a little bit off the top for that handful of checks, not the base fee.
  
  One of my clients in particular who I may have written about in the past brought up the fact that his growing Accounting practice was not making money while meeting all of its goals.
  
  This stinks!
  
  There is nothing like drowning in success (and I don't mean in a swimming pool full of champagne and hundred dollar bills). His words to me went something like this,
  
  

  "Logan, after tax season I am jumping into payroll full time and letting go of this practice as soon as possible. I just can't deal with the fact that a successful practice, meeting all of its growth goals can to not make anywhere near the projected income in the plan. My client list is growing, but so is the list of clients who are behind on, or just aren't paying their bills."

  
  Moral of the story:
  
  

  • If you aren't taking your payment with the payroll, start.
  • If you are starting a new payroll operation, make sure that this is your standard practice and is contained within your Payroll Service Agreement.
  • If you don't have a Payroll Service Agreement with your clients - write one. If you don't know what to put in it, give me a call.

  Bottom line - Payroll is a great way to off-set the losses you may be incurring as clients find it harder to pay you. Do it right, and it may become your primary profit center.
• March 24, 2009
• 7:54

  Its A Small World After All.... (repeat)

   » ‎ The Payroll Experience

  Tags:    [edit]

  Here is Logan, live from Disneyland in Anaheim, CA! Yes, the family vacation is on track - the kids are wiped out.
  They sleep, I type.
  The best part of a theme park for me is the people watching. You will never find a better melting pot of families to stare at while they are staring back at you. Yesterday, the best part of my day was helping someone out who I saw filling a baby bottle from the tap in the men's room.
  Not cool... disgusting even.
  What I haven't said, is that I lived down in this area for 7 years or so, and formerly had season plasses to the, "happiest place on earth." This makes me an expert. When you are an expert, it is your duty to share what you know to help the world in some way (at least that is how I feel). So, I've been around the block here in the Magic Kingdom, and this guy clearly hadn't. From what I gather, the little secret I shared with him isn't even clearly marked on the map...
  What was the little secret? The ultimate customer service experience. Yes, I've never had better. Down on Main St. is a little door in between the Corn Dog Cart (best in the world) and the restrooms. Inside are people dressed like nanny's from the 1800's who assist you with all things baby. There are little toilets, changing tables, ice cold water on tap... it is a stress free zone for stressed out mothers and fathers.
  They even - without a legal waiver - will wash and heat your baby's bottle for you.
  Anyways, I told this guy to get out of the john, and get down the street to a little piece of daddy heaven. I'm sure the silent oasis in the midst of chaos had to have helped sooth the evening for them.
  Moral of the story - share what you know, because nice people are the kind of people your customers tell their friends about.
  Now, time to roll the kids out of bed for another day in sunny Southern California, expensive food, and, "Dad, can I have a 15" $10 lollypop?"
• March 20, 2009
• 6:04

  Who's Who? You're kidding right?

   » ‎ The Payroll Experience

  Tags:    [edit]

  Hasn't the time come that those infamous, "Who's Who?" books went the way of the dinosaurs?
  
  I received a letter yesterday from some company asking for my money in order to be in their guide. Now, if I were technologically illiterate, I might wonder if that could help me network outside of my network... however, I'm a big geek at heart.
  
  So here I sit typing on Blogger, monitoring Twitter, updating Facebook, and trolling through LinkedIn's Answers section trying to help folks out with their questions... and these people think they can help me network?
  
  I say - it's over people. Go quietly and no one will snicker.
  
  All that someone has to do to monitor their exposure to the world today is to type their name into Google and see what floats to the surface. There are of course, two sides to every coin... if you made some nasty comment on a ListServe back in college - guess what!?! It lives on! Of course, we all know this, and much can be forgiven in this day and age.
  
  The tricky part is if your personal brand isn't showing up at all. My name is a beautiful thing. Yup, I'm gloating. Not because it is such a cool name and that I make my Momma proud (which she claims I do), but because I'm pretty much the only one on the Internet using it.
  
  Goody for me! I'm so unique that all the 'Logan Cashwell' hits are mine, and mine alone! (mostly)
  
  Now.. what about the Jim Smiths (no offense Jim), or heaven forbid, the folks with a last name that is also other people's first name? Welcome to the puddle of quicksand called the Internet.
  
  All hope is not lost though. Anyone can work on bringing their name to the surface. The important thing is not to worry about more than the sphere of influence you are looking to hang out with.
  
  This means that when, 'Bob John' in Tampa gets Googled with a keyword relevant to his business - That is where the money is at. Getting your name associated with your industry and the Google searches that your kind of customer are making is the trick.
  
  So, when some puts in a search, " Payroll Service" into the moneybox on Google - what shows up?
  
  You? Great!!!
  
  ADP/Paychex/Intuit? Not so great...
  If you really want to use this channel, now is the time to take a few steps.  Here are the first few steps I would take if I was starting off raw in this effort:
  

  • LinkedIn.com Profile (make sure the public profile is turned on)
  • Facebook.com Profile (even if you never use it - Google seriously searches this)
  • Twitter.com Profile (even if you never use it - free pointer back to your home page)
  • An, "About" section on your company web site with your name and some history in the first paragraph that identifies you with your business.  This is so the little preview in Google shows the searcher that you are indeed the one they are looking for.
  • If your email address isn't recognizable (Bob1967@whatever.com) get rid of it.  Buy your own domain name if you don't have one and make it Bob.John@BobJohnsPayroll.com. Apps.Google.Com can set you up for a whopping $10.00/year with your own domain and email addresses.  Who can't afford that?  I bought thecashwells.com for my personal stuff, but use Logan.Cashwell@gmail.com for LinkedIn, etc.  It is about recognition.

  Feel free to Google me as a test run.  Enjoy the video of my kid's gymnastics meet, right along with a link to this Blog... but it is all about me - and that's what Networking online is all about (and no, my ego isn't really the size of a hot air baloon - I swear!).  
  Once the, 'all about you' part is out of the way (because its really all about the customer), you can begin to give back to the network.  No one likes a begger out there - but everyone likes to read what someone is saying when they are helping someone else out.  So get out there and lend a hand.
  When it comes down to it, it is just about being there when people are looking for you.  If you can be present when the prospective customer is looking for help, you are much more likely to get the chance to make your pitch, and build that new relationship.
  
  
  
  
  
• March 17, 2009
• 11:28

  Embrace The Horror!

   » ‎ The Payroll Experience

  Tags:    [edit]

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  If the economy is going to give us lemons, let us make lemon drops (take that any way you’d like). The way that I choose to look at the world around me, there is a sugary sweet lining to every challenge that is presented to us. The current situation is no different than any other. Read on! I am going to hand you the key to a little payroll treasure box I found.

  
  

  On a day when I've seen my little brother’s gift card from the holidays became invalid due the bankruptcy of the issuer... on a day that those who cashed out their retirement and put it under the mattress are the only serious investors left (slight exaggeration, but it sounded nice and alarmist?)...

  
  

  ...I see opportunity!

  
  

  I see the opportunity for existing and new small and mid-sized payroll service bureaus to take on serious additions to their book of business. We have the opportunity to serve the client in ways that the Big Bureaus cannot. The reality of it is that their forecasted annual attrition of clients is equal to your wildest dreams for your business, and finding a way to channel just a small piece of that action through your door is what we need to concentrate on.

  
  

  Attrition? To them - meaningless. To you? You could feasibly double your book of business. The question is – are you willing to reach out and make a grab for it?

  
  

  The Promised Key (Simple, but true)

  
  

  Small businesses are just dying for someone to come in and help them save money. Aren’t we all?

  
  

  Helping a small business who is currently using a national bureau save money doesn't require you to change your pricing structure. The market has shifted, and your standard price sheet is looking better every day.

  
  

  Just yesterday I was talking to a new friend of mine who I met at IPPA’s Sales & Marketing Workshop in Vegas earlier this month and he had a story to share with me about a recently added client. I’ll give you the short and sweet version… As I recall, he sat down with the client to discuss how they could better serve their needs, and found that the national bureau’s pricing was in excess of 40% higher than their retail rates.

  
  

  Now, even if your sales team is doing a sloppy job of selling your services – how can a client say no to saving that kind of money in today’s economy? Have them put away the sniper rifle, and bring out the double-barreled shotgun!

  
  

  Put on your hunting vest, payroll season is open!

  
  

  You have the payroll experience to get the job done, now it is time to market your payroll service to the companies who need your help the most. Right now, everyone needs to save money. Even a conversation with the prospective client about what other areas they might find some savings can ingratiate you to them.

  
  

  Call your clients! Find out how they are saving money - take notes.

  
  

  HINT: this is your new marketing plan

  
  

  If you jump on this bandwagon full of new clients, you are now (if you weren't before) working in a consultative role, helping people to save their businesses, and that... is something you can feel great about!

  
  

  Your current client base is the foundation of this year’s growth. Their cost saving moves and strategies, shared across your client base will help you keep those clients, and with your prospective clients – this will be corner stone of your new relationship. The question is, once that corner stone is set – how high are you going to build?

  
  

  If you would like to talk more about how to get this rolling (without a sales pitch from me – unless you beg for one) give me a call, I'm here to help - 219-567-0245

  
• March 06, 2009
• 17:59

  ...I am at a loss for words (which is highly unusual)

   » ‎ The Payroll Experience

  Tags:    [edit]

  
• March 03, 2009
• 12:51

  Recharging The Batteries!

   » ‎ The Payroll Experience

  Tags:    [edit]

  I am winding up my day, getting together what I will be taking with me to the IPPA Sales & Marketing Workshop in Las Vegas tomorrow.
  
  I am really looking forward to this event! Last year's was quite valuable, and I was able to bring back a truckload of information to share with my clients, and prospective clients.
  
  Of course, all of the good tidbits will land here as well.
  
  If you are currently running a payroll service bureau of any size, the IPPA has a lot to offer to you. We are in a niche business, so the opportunity to hang out with your peers is a rare occasion in and of itself. The other aspects of what comes together at an IPPA event surround operations, tax, sales & marketing, and other topics of interest to any bureau, regardless of size. If you are new to payroll, this could be a great opportunity to find a mentor or two to work with you on strategies for building your book of business.
  
  I would strongly recommend taking a look at what they have to offer: www.ippa.net
• February 24, 2009
• 10:25

  Taking the Fight TO Them! - A strategy for taking an offensive approach to an attack on your Payroll Service

   » ‎ The Payroll Experience

  Tags:    [edit]

  What does a small to mid-sized Payroll Service Bureau do when a, ‘National’ bureau plays rotten, lowdown, dirty tricks? What kind of tricks, you ask? The lowest, dirtiest, rottenest of them all…
  
  Perhaps something along the lines of this:
  “Oh, you don’t want to use them… we are in the process of buying their company.”
  
  Recently I took a call from a client of mine who was at her wits end. We worked out a few strategies for her to try, as she begins to mount the counter-attack.
  
  The scenario was a familiar one to me. I’ve had at least three of my clients relate this story, or one very similar to it to me over the past few years. What is striking to me, is the fact that the basics of the story seem to stick over the years, which unfortunately indicates a culture of bad and deceitful tactics being passed from sales rep to sales rep around the country.
  
  Here are the basics: A national service bureau’s outside sales representative enters the client’s office to do a presentation, and of course, asks them who is currently doing their payroll. The client answers, ‘My Local Payroll Service just up the road.’ The sales rep then cleverly says, ‘Oh, we are in negotiations to buy their business right now. I can get you in early on the conversion process – ahead of the rest of their clients, reducing the risk of errors on their part as your data is passed to us.”
  
  What does it feel like to have a company with billions of dollars in assets attacking your small business and your livelihood via one of their many minions stalking the business districts of America?
  
  Not very good.
  
  After the naughty sales rep finishes messing with the client’s head, one of two things are likely to happen: the client calls and demands to know why the bureau didn’t let them know that they were about to have a garage sale in front of the office, or the client knows better, tells the foolish sales rep to get out of their office and calls to let them know about the situation.
  
  Next step, either way… the bureau owner flips their lid. Wouldn’t you?
  
  What can you do to take on the Elephant stomping on your birthday cake? How about bringing a mouse to the party?
  
  Contact your client. After strongly denying that you are going out of business, or thanking the client for watching your back, ask your client to put in writing, preferably on their letterhead, the story surrounding the incident
  
  This will give you solid evidence of the offensive sales rep’s vile act and give you grounds upon which to found your complaint
  
  Determine which national bureau is the offender, and start sniffing up the chain of command – Determine the following:
  

  • The offender’s name and contact information
  • The offender’s manager’s name and contact information
  • The offender’s manager’s supervisor’s name and contact information (likely a district manager)

  
  Once you have the information in front of you, begin by calling The Offender’s boss. Now, I wouldn’t get your hopes up as you take this first step into defeating your new enemy – the boss might have taught the naughty rep this tactic.
  
  If the manager gives you the song and dance (Oh golly! Gee wiz! That is just terrible… I’ll have a word with him when he gets back to the office), ask them for a written apology on letterhead that you can take to your client to prove that you are in good shape. If they don’t bite on this… it is time for the next phase of battle.
  
  Assuming the worst… the boss calls your bluff (little does he know, that you aren’t bluffing), and dusts you off. Politely let them know that your client has put in writing the details of the incident and that you are certain that the district manager would like to know how unscrupulously this local office is behaving. If they back-peddle and offer up the apology letter, take it! But, it is too late for them… you still take it to the next level.
  
  A rat is a rat is a rat is a rat.
  
  Rats spread disease, and multiply at a rapid pace. We aren’t talking about humane trap and release here. It is time to carpet-bomb.
  
  Wait for the apology letter to be faxed or mailed to you (if it is coming), then include a copy of it, along with a copy of your client’s statement of the incident with a polite letter to the District Manager, cc’d to whoever else might be upset by this. Your letter should be courteous, informative, and outline how you conduct business in a respectful and honorable way… sure you trade clients back and forth occasionally, but you felt obligated to ensure that the right people knew of this, surely isolated incident, of defamation.
  
  …or, you could explore a different, but equally satisfying solution with your legal counsel.
  
  Just to be clear… Logan is not a lawyer, nor does he want to be. The only shingle I have hanging out is the one the wind blew loose on my roof this morning. This is just the way I would play this game out. That being said, I think it is pretty safe for me to advise you to always consult legal counsel, before starting a spitting match with a multi-billion dollar company.
  
  That’s my two-cents. Go get ‘em tiger!
• January 29, 2009
• 13:05

  Marketing Your Payroll Service

   » ‎ The Payroll Experience

  Tags:    [edit]

  Once upon a time, a little earlier this decade, I worked with the gentleman in the video I'm embedding below. Chip was a pleasure to work with as a client, and I was rather impressed when I stumbled upon this advertisement on YouTube for his payroll service bureau in Myrtle Beach, SC. Accuchex looks to be doing well for themselves!
  
  There are many ways that you can advertise your payroll services, TV spots being just one of them. A friend of mine who works inside of the industry in my local market recently clued me into the fact that buying TV time seems to be getting less and less expensive as the economy gets worse. I remember reading a report back in November regarding election advertisements, and the fact that the Networks were short on advertisers to fill the gaps after the season ended. One core fact that comes to mind is that during election years, the revenue is usually through the roof for the networks, and this past November, it was flatlined - even with the influx of political dollars. If televised advertising is something you have considered for your business, now may be the time to strike (e.g., Bernstein downgrades CBS to underperform).
  
  

  Hint: Everything Is Negotiable

  
  Check out Chip's ad for some inspiration:
  

  • Real people (local faces)
  • Local Touch Emphasized ('you will talk to the same people whenever you call')
  • Local Local Local! Focused on their contribution to the local economy - even if it is subtle.
  • Delivery car wrapped in advertising for the company
  • Consistant Branding Throughout