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Deb Swanson-Dilly's blog archive
Deb is a member of the Administrative Team.
Introducing a new option
by Deb Swanson Dilly (Administrative Support), Apr 30, 2012 Making everyday tasks more efficient and timely for our customers is a priority at InterceptEFT. In February, we updated our website with the availability to make company revisions online. Below are the revisable options:
We strive to make our procedures simple and quick for our processors to make life a bit easier!
by Deb Swanson Dilly (Administrative Support), Apr 30, 2012 Making everyday tasks more efficient and timely for our customers is a priority at InterceptEFT. In February, we updated our website with the availability to make company revisions online. Below are the revisable options:
- Closing or Inactivating a company
- Changing a processing window
- Changing or adding additional bank accounts
- Log into our website (www.intercepteft.com) using your assigned username and password.
- Select "Agreements" on the "Documentation" tab
- Then select Customer Information Revision Form
- Select "I agree to the above terms" and click "Proceed"
- Select the type of revision you would like, completing required fields marked by an asterisk (*)
- When completed, click "Proceed" and review your information for any changes. If there is none, click "Submit".
We strive to make our procedures simple and quick for our processors to make life a bit easier!
Loyalty has its Rewards
by Deb Swanson Dilly (Administrative Support), Apr 18, 2012 What does loyalty mean to you and the job you perform each day you come to work? Are you considering yourself loyal simply by showing up on time and doing the minimum effort just to get through the day? If so, you may not be reaping the benefits that your employer has to offer.
Most employers want staff that they can nurture. This means they want to train them, building on their skills and their abilities so that they perform well for the company now and in the future.
InterceptEFT practices continuing education, training, and updates that are critical to each department. By doing so, this keeps all of us confident and well informed when relaying important information to our customers. These efforts do not go unnoticed by our management, who are keen to identify employees' strengths and decide how to best leverage those talents for the company's good. InterceptEFT managers also encourage their department staff to initiate conversations about how their strengths and talents might be best used for our organization.
Together, by remaining loyal we are presented with opportunities to learn new things, grow within the company and feel satisfaction in the performance we give every day.
by Deb Swanson Dilly (Administrative Support), Apr 18, 2012 What does loyalty mean to you and the job you perform each day you come to work? Are you considering yourself loyal simply by showing up on time and doing the minimum effort just to get through the day? If so, you may not be reaping the benefits that your employer has to offer.
Most employers want staff that they can nurture. This means they want to train them, building on their skills and their abilities so that they perform well for the company now and in the future.
InterceptEFT practices continuing education, training, and updates that are critical to each department. By doing so, this keeps all of us confident and well informed when relaying important information to our customers. These efforts do not go unnoticed by our management, who are keen to identify employees' strengths and decide how to best leverage those talents for the company's good. InterceptEFT managers also encourage their department staff to initiate conversations about how their strengths and talents might be best used for our organization.
Together, by remaining loyal we are presented with opportunities to learn new things, grow within the company and feel satisfaction in the performance we give every day.
Business Blogging
by Deb Swanson Dilly (Administrative Support), Apr 2, 2012 We, (InterceptEFT Blogging Team), began this endeavor in April of 2011 and our blog page has had over 3,000 page views, over 1,800 are unique views with the average time on the page according to Google Analytics being two minutes, twenty-three seconds. Having this information shared to us by our Blog Team Leader Renee, gave me thought. Therefore, I decided to look-up some of the facts that are available regarding the craft of blogging.
As a business, we can appreciate how the blogging movement is picking up speed as we, and others, begin to realize the benefits of what a business blog can do for them.
About.com states the following:
by Deb Swanson Dilly (Administrative Support), Apr 2, 2012 We, (InterceptEFT Blogging Team), began this endeavor in April of 2011 and our blog page has had over 3,000 page views, over 1,800 are unique views with the average time on the page according to Google Analytics being two minutes, twenty-three seconds. Having this information shared to us by our Blog Team Leader Renee, gave me thought. Therefore, I decided to look-up some of the facts that are available regarding the craft of blogging.
As a business, we can appreciate how the blogging movement is picking up speed as we, and others, begin to realize the benefits of what a business blog can do for them.
About.com states the following:
Business blogs are sweeping the business community. Blogs are an excellent method to share a company's expertise, build additional web traffic, and connect with potential customers.
Blogs can fall into two general categories:
Personal Blogs: a mixture of a personal diary, opinion posts and research links.
Business Blogs: a corporate tool for communicating with customers or employees to share knowledge and expertise.
As a member of the Blogging Team, I hope we will continue to grow and benefit from this opportunity to explore our writing abilities even further.
Blogs can fall into two general categories:
Personal Blogs: a mixture of a personal diary, opinion posts and research links.
Business Blogs: a corporate tool for communicating with customers or employees to share knowledge and expertise.
- Blogging is easy to do. Simply write your thoughts, link to resources, and publish to your blog, all at the push of a few buttons.
- Blogging is a low-cost alternative to having a web presence. For small business owners without the time to learn web html or the money to hire a designer/developer, blogging offers an inexpensive method to get your company's name out on the Internet.
- Updating the weblog is a much quicker process than contacting a web designer with changes or doing the coding and uploading yourself.
- Business blogs provide your small business with a chance to share your expertise and knowledge with a larger audience. A powerful benefit for consultants and knowledge workers.
Answers to customer questions
by Deb Swanson Dilly (Administrative Support), Mar 15, 2012 InterceptEFT has a very strong group of people on staff. Our IT, Operations and Support team members are empowered to address all of your questions, and bring any issue to a resolve. Add to that, strong Management individuals over-seeing all aspects of the daily routine.
One of our priorities is making available the method in which you are able to reach us:
by Deb Swanson Dilly (Administrative Support), Mar 15, 2012 InterceptEFT has a very strong group of people on staff. Our IT, Operations and Support team members are empowered to address all of your questions, and bring any issue to a resolve. Add to that, strong Management individuals over-seeing all aspects of the daily routine.
One of our priorities is making available the method in which you are able to reach us:
- Toll-free & you will be speaking to a live person, not an answering machine.
- Direct phone numbers for each InterceptEFT staff.
- Ask a question form on the website.
Data Backup Security
by Deb Swanson Dilly (Administrative Support), Mar 5, 2012 InterceptEFT practices secure procedures on a daily basis, as I wrote about in an earlier blog.
In an effort to relay the correct information on this subject, I went to our most reliable source, our IT Manager Chad.
by Deb Swanson Dilly (Administrative Support), Mar 5, 2012 InterceptEFT practices secure procedures on a daily basis, as I wrote about in an earlier blog.
In an effort to relay the correct information on this subject, I went to our most reliable source, our IT Manager Chad.
- Our IT Department performs all of these every day:
- Backup of all Critical Servers and Databases
- Full backup of all Network configurations
- Full backup of all customer information stored on specified network drives
- All backups are stored offsite.
- The IT Department ensures that daily backups are removed from the premises overnight.
- Intercept Corporation utilizes disk-to-disk backup, and snapshots of all systems are performed each hour and replicated to an off-site disk array.
- Intercept Corporation also utilizes real-time replication for all data servers, email servers and file servers to warm off-site servers which are mounted nightly to ensure integrity.
Blogging Navigates Towards a New Course
by Deb Swanson Dilly (Administrative Support), Feb 17, 2012 Back in November of 2011, InterceptEFT changed the direction for the blogging team members to a more business-like direction and less personal.
Personal Blogs are a mixture of a personal diary, opinion posts and research links. In comparison to a Business Blog, that is more of a corporate tool for communicating with customers and employees to share knowledge and expertise.
Being on this team has been fun, rewarding and challenging for me. First, I had never written anything that others would be reading on a large scale. Second, since the direction changed more to the technical aspects in telling the "InterceptEFT Story", the challenge has been even greater for me. However, this has been a great learning experience! There are things I did not know I knew, as well as new things to learn. For my fellow team members who are technically more inclined, it may be a bit easier to come up with subjects for their contribution to the site.
Renee is a great asset in providing guidance in writing, marketing and overall enthusiasm! Steven, well he just might be an evil genius in a good sense as he can work out any kinks our system might encounter from time to time.
Rick is the master when it comes to website and making things easier for us, as well as our customers, to move effortlessly through the web browser.
If it were not for my teammates, I do believe this task would be a bit more difficult for me as their input and contribution allows me to write concise and constructive blogs that make it easier to understand the new technical advances InterceptEFT has in store for the future. Moreover, in doing so, I am able to contribute to this new course with the confidence and expertise my teammates possess.
Business blogs are sweeping the business community. Blogs are an excellent method to share a company's expertise, build additional web traffic, and connect with potential customers. So keep on reading!
by Deb Swanson Dilly (Administrative Support), Feb 17, 2012 Back in November of 2011, InterceptEFT changed the direction for the blogging team members to a more business-like direction and less personal.
Personal Blogs are a mixture of a personal diary, opinion posts and research links. In comparison to a Business Blog, that is more of a corporate tool for communicating with customers and employees to share knowledge and expertise.
Being on this team has been fun, rewarding and challenging for me. First, I had never written anything that others would be reading on a large scale. Second, since the direction changed more to the technical aspects in telling the "InterceptEFT Story", the challenge has been even greater for me. However, this has been a great learning experience! There are things I did not know I knew, as well as new things to learn. For my fellow team members who are technically more inclined, it may be a bit easier to come up with subjects for their contribution to the site.
Renee is a great asset in providing guidance in writing, marketing and overall enthusiasm! Steven, well he just might be an evil genius in a good sense as he can work out any kinks our system might encounter from time to time.
Rick is the master when it comes to website and making things easier for us, as well as our customers, to move effortlessly through the web browser.
If it were not for my teammates, I do believe this task would be a bit more difficult for me as their input and contribution allows me to write concise and constructive blogs that make it easier to understand the new technical advances InterceptEFT has in store for the future. Moreover, in doing so, I am able to contribute to this new course with the confidence and expertise my teammates possess.
Business blogs are sweeping the business community. Blogs are an excellent method to share a company's expertise, build additional web traffic, and connect with potential customers. So keep on reading!
Building Customer Relationships through Trade Shows
by Deb Swanson Dilly (Administrative Support), Feb 6, 2012 The benefits of trade shows InterceptEFT attends on an annual basis can be comparable to the building of your own personal relationships. When you are meeting someone for the first time it is wise to remember the old adage, "you never get a second chance to make a first impression". In as little as 8 seconds people form fairly lasting impressions about your intelligence, your confidence, your success, your professionalism and your competence. That is why you will only find the most knowledgeable and confident associates representing InterceptEFT at our trade shows to assist you in deciding which of our many services and products are best suited to your company's needs.
Our sales representatives are able to give an overview of our many goods and services such as:
Direct Deposit, Impounds, Tax Payments, Loadable Pay Cards along with Credit Card Processing and more.
As a client of InterceptEFT, you can be confident you will always receive the best customer service we have to offer. When you call to learn more about us, you can be assured your call will not be directed through an exasperating phone system. Rather, you will be speaking to an actual live person that is happy to direct you to the person or department you need.
We pride ourselves on commitment long after that first impression whether it is during a Trade Show, in person or on the telephone.
by Deb Swanson Dilly (Administrative Support), Feb 6, 2012 The benefits of trade shows InterceptEFT attends on an annual basis can be comparable to the building of your own personal relationships. When you are meeting someone for the first time it is wise to remember the old adage, "you never get a second chance to make a first impression". In as little as 8 seconds people form fairly lasting impressions about your intelligence, your confidence, your success, your professionalism and your competence. That is why you will only find the most knowledgeable and confident associates representing InterceptEFT at our trade shows to assist you in deciding which of our many services and products are best suited to your company's needs.
Our sales representatives are able to give an overview of our many goods and services such as:
Direct Deposit, Impounds, Tax Payments, Loadable Pay Cards along with Credit Card Processing and more.
As a client of InterceptEFT, you can be confident you will always receive the best customer service we have to offer. When you call to learn more about us, you can be assured your call will not be directed through an exasperating phone system. Rather, you will be speaking to an actual live person that is happy to direct you to the person or department you need.
We pride ourselves on commitment long after that first impression whether it is during a Trade Show, in person or on the telephone.
econtracts
by Deb Swanson Dilly (Administrative Support), Jan 30, 2012
InterceptEFT recently introduced econtracts to our customers as a faster, more efficient method of submitting new company setups. The e-contract is an online, electronic form that provides all the necessary paperwork for client setup.
Our vendor, DocuSign® addresses security at every level to ensure a tamperproof signing process. All documents are encrypted allowing only designated persons to read & sign them.
Econtracts interactive form process provides many benefits to our customers and InterceptEFT, such as:
by Deb Swanson Dilly (Administrative Support), Jan 30, 2012
InterceptEFT recently introduced econtracts to our customers as a faster, more efficient method of submitting new company setups. The e-contract is an online, electronic form that provides all the necessary paperwork for client setup.Our vendor, DocuSign® addresses security at every level to ensure a tamperproof signing process. All documents are encrypted allowing only designated persons to read & sign them.
Econtracts interactive form process provides many benefits to our customers and InterceptEFT, such as:
- Required fields ensure all necessary information is provided.
- Electronic forms make the setup process much more efficient.
- Reduces the number of contracts submitted with errors or missing information.
- Ability to track the progress through the system helps determine whether a contract has or has not been completed.
- DocuSign's signature verification makes it possible to confirm the identity of the signers based on the IP address used to sign.
- W9 EIN verification available for e-contracts only; no need to locate separate EIN verification documents.
- Both processor and client receive a link to the completed document after all necessary signatures.
- Instant email is automatically sent to the next recipient after signing is completed and thus, eliminating the risk of incomplete, errored or undelivered faxes.
New Year = New Beginnings & Opportunities
by Deb Swanson Dilly (Administrative Support), Jan 9, 2012 It is hard to believe another holiday has rapidly come and gone. And here at InterceptEFT we have much to be thankful for.
We live in a metropolitan area of nearly 200,000 with three colleges in the Fargo- Moorhead area & roughly more than 26,000 college students. The Fargo-Moorhead community is known for steady growth, a highly-trained workforce, a business friendly environment, outstanding quality of life along with having a reasonable cost of living and doing business. Our area epitomizes the Midwestern values of hard work, honesty, integrity and "Minnesota - North Dakota Nice".
Thanks to a successful 2011 InterceptEFT is able to provide opportunities to employees such as:
Here is to a successful 2012! Who knows what lies on the horizon!
by Deb Swanson Dilly (Administrative Support), Jan 9, 2012 It is hard to believe another holiday has rapidly come and gone. And here at InterceptEFT we have much to be thankful for.
We live in a metropolitan area of nearly 200,000 with three colleges in the Fargo- Moorhead area & roughly more than 26,000 college students. The Fargo-Moorhead community is known for steady growth, a highly-trained workforce, a business friendly environment, outstanding quality of life along with having a reasonable cost of living and doing business. Our area epitomizes the Midwestern values of hard work, honesty, integrity and "Minnesota - North Dakota Nice".
Thanks to a successful 2011 InterceptEFT is able to provide opportunities to employees such as:
- InterceptEFT provides a healthy work environment by supporting a Wellness Committee that makes it a priority to stay on top of the latest trends for health & wellness. From ergonomics to massages, InterceptEFT provides opportunities for wellness because it leads to satisfied employees who provide solid customer service.
- InterceptEFT aims to keep employees updated on rules & regulations through continuing education and training opportunities for all employees.
Here is to a successful 2012! Who knows what lies on the horizon!
New Phone System enhances client experience
by Deb Swanson Dilly (Administrative Support), Jan 4, 2012 InterceptEFT recently installed a new phone system that has allowed us to better serve calls from clients, new contacts and other miscellaneous calls that come into our office every day. A few of the especially helpful features are:
The new system is helpful and time saving considering the telephone is still primarily InterceptEFT's first point of contact with our customers.
We take pride in helping our customer's old and new to accomplishmore. stressless.
by Deb Swanson Dilly (Administrative Support), Jan 4, 2012 InterceptEFT recently installed a new phone system that has allowed us to better serve calls from clients, new contacts and other miscellaneous calls that come into our office every day. A few of the especially helpful features are:
- Each employee has a direct number & fax line
- Various departments now have direct lines
- The caller is able to go directly to the department or person they wish to speak
- Personal communicator lets others in the office know of one's in or out status
- A call will not be inadvertently transferred to an employee who is out of the office
- When receiving phone calls, an alert pops up in the corner of computer screen with details
- Employees have visual as well as audible notification of an incoming call
- Call histories and directories allows staff to view:
- Missed calls
- Received calls
- Placed calls
- Directory of employees
The new system is helpful and time saving considering the telephone is still primarily InterceptEFT's first point of contact with our customers.
We take pride in helping our customer's old and new to accomplishmore. stressless.
Xcelerated® Returns
by Deb Swanson Dilly (Administrative Support), Dec 27, 2011 In a previous blog I briefly explained R10 and R29 types of Unauthorized Returns. This time I will be discussing Xcelerated® returns.
Xcelerated® Returns is a screening system that compares transactions by routing and account number against a database of previously returned transactions. The transaction is then removed from the file before submitting it to the Federal Reserve. This is beneficial to all companies initiating transactions to ensure the accuracy of the information and to increase the likelihood of the transaction's success.
Returns that are screened for this procedure only are:
by Deb Swanson Dilly (Administrative Support), Dec 27, 2011 In a previous blog I briefly explained R10 and R29 types of Unauthorized Returns. This time I will be discussing Xcelerated® returns.
Xcelerated® Returns is a screening system that compares transactions by routing and account number against a database of previously returned transactions. The transaction is then removed from the file before submitting it to the Federal Reserve. This is beneficial to all companies initiating transactions to ensure the accuracy of the information and to increase the likelihood of the transaction's success.
Returns that are screened for this procedure only are:
- Invalid Account Number
- Revoked Authorization
- Account Sold to Another Financial Institution, Account Does Not Exist Any Longer
- Routing Number Not Valid of RDFI Not Qualified to Participate
Television & Radio Advertising for InterceptEFT
by Deb Swanson Dilly (Administrative Support), Nov 15, 2011 InterceptEFT has grown quite extraordinarily since I started working here in 2004. For the few that have been here since its inception the wheels of change are numerous. When I started, we were still faxing some reports to our processors and the company authorization agreements were sent to us via mail, fax or other forms of delivery service. Now we have a majority of services available online, including the ability to upload electronically signed contracts "econtracts" from our web site for set-up of a new company. So our way of conducting the business of ACH Transactions & Credit Card processing have grown exponentially!
InterceptEFT has experienced an increase locally so it may make sense to reach out to a larger scope of businesses that would have an interest in the services we provide. We could explore marketing on a larger scale in our community through the medium of television and radio, running spots during our local news broadcasts in the AM edition, although this is normally more of a business to consumer marketing area. I get the majority of my news for the day from local news broadcasts. I hear and see, during the course of the broadcast at least four to five spots for the same businesses every day.
So, what is Spot Advertising? Any advertising in a selected geographic area called a market that does not appear on a national scale. Spot advertising is an attempt to brand a message to a captive viewership to entice a response to patronize a business or purchase a particular product. (Definition and the following are from eHow.com)
by Deb Swanson Dilly (Administrative Support), Nov 15, 2011 InterceptEFT has grown quite extraordinarily since I started working here in 2004. For the few that have been here since its inception the wheels of change are numerous. When I started, we were still faxing some reports to our processors and the company authorization agreements were sent to us via mail, fax or other forms of delivery service. Now we have a majority of services available online, including the ability to upload electronically signed contracts "econtracts" from our web site for set-up of a new company. So our way of conducting the business of ACH Transactions & Credit Card processing have grown exponentially!
InterceptEFT has experienced an increase locally so it may make sense to reach out to a larger scope of businesses that would have an interest in the services we provide. We could explore marketing on a larger scale in our community through the medium of television and radio, running spots during our local news broadcasts in the AM edition, although this is normally more of a business to consumer marketing area. I get the majority of my news for the day from local news broadcasts. I hear and see, during the course of the broadcast at least four to five spots for the same businesses every day.
So, what is Spot Advertising? Any advertising in a selected geographic area called a market that does not appear on a national scale. Spot advertising is an attempt to brand a message to a captive viewership to entice a response to patronize a business or purchase a particular product. (Definition and the following are from eHow.com)
Audience: The audience is determined by the interest of the particular buyer. Regionally, your story might strike the interest of a portion of the market but not the entire area. Locally, an advertiser can peak the interest of a buyer on a small scale where the product or service might only have meaning to a small group or a neighborhood of people.
Cost: Through radio, television or cable, an advertiser can reach across a demographic, DMA or zone into a particular portion of the market.
Radio: If your advertiser message is directed toward direct response, then radio might be your median to advertise Radio allows the advertiser to link its message to a particular format.
Television: Broadcast television allows the advertiser to spread its message about its business, production or service to a mass audience over a large geographical area. The selection of the broadcast television audience depends on the advertiser's ability to reach its targeted customer.
Cost: Through radio, television or cable, an advertiser can reach across a demographic, DMA or zone into a particular portion of the market.
Radio: If your advertiser message is directed toward direct response, then radio might be your median to advertise Radio allows the advertiser to link its message to a particular format.
Television: Broadcast television allows the advertiser to spread its message about its business, production or service to a mass audience over a large geographical area. The selection of the broadcast television audience depends on the advertiser's ability to reach its targeted customer.
Call me the "Gatekeeper"
by Deb Swanson Dilly (Administrative Support), Nov 4, 2011 Or you could call me a receptionist/administrative support person, but gatekeeper was appropriately given to me by one of our owners. I am the first person a caller or guest interacts with and I take my job seriously. InterceptEFT follows strict rules and policies in order to remain PCI compliant; and it is no different when you are visiting us in person.
We are very dutiful as to who is allowed to gain access to our office on a daily basis and that includes all entrances of our building. Everyone must sign their name, company name, date, time in & out and who they are here to see. They will be given a guest badge, and are welcomed by their intended parties or guided to the appropriate office or conference room by me. If they are here to perform some type of maintenance or delivery they will follow these same guidelines. This procedure is used when exiting the premises as well, and after returning the guest badge. If they are here for an impromptu visit they must wait in the lounge area before they are cleared.
A person who controls access is by definition a "Gatekeeper" and that sums up just some of the duties I perform being at the front desk.
by Deb Swanson Dilly (Administrative Support), Nov 4, 2011 Or you could call me a receptionist/administrative support person, but gatekeeper was appropriately given to me by one of our owners. I am the first person a caller or guest interacts with and I take my job seriously. InterceptEFT follows strict rules and policies in order to remain PCI compliant; and it is no different when you are visiting us in person.
We are very dutiful as to who is allowed to gain access to our office on a daily basis and that includes all entrances of our building. Everyone must sign their name, company name, date, time in & out and who they are here to see. They will be given a guest badge, and are welcomed by their intended parties or guided to the appropriate office or conference room by me. If they are here to perform some type of maintenance or delivery they will follow these same guidelines. This procedure is used when exiting the premises as well, and after returning the guest badge. If they are here for an impromptu visit they must wait in the lounge area before they are cleared.
A person who controls access is by definition a "Gatekeeper" and that sums up just some of the duties I perform being at the front desk.
Unauthorized Transaction Return codes R10 & R29
by Deb Swanson Dilly (Administrative Support), Nov 3, 2011 InterceptEFT is committed to helping our customers maintain compliance with NACHA's 1% unauthorized return rate rule. In order to ensure all customers are abiding by NACHA rules and obtaining appropriate authorizations, InterceptEFT requires receipt of authorizations for each transaction that is returned as unauthorized (R10 & R29). Submission of authorizations through the website is easy and effortless.
InterceptEFT's innovative system to ensure compliance with NACHA's authorization requirements is just another tool Intercept is using to help reduce fraudulent transactions in the ACH Network.
by Deb Swanson Dilly (Administrative Support), Nov 3, 2011 InterceptEFT is committed to helping our customers maintain compliance with NACHA's 1% unauthorized return rate rule. In order to ensure all customers are abiding by NACHA rules and obtaining appropriate authorizations, InterceptEFT requires receipt of authorizations for each transaction that is returned as unauthorized (R10 & R29). Submission of authorizations through the website is easy and effortless.
InterceptEFT's innovative system to ensure compliance with NACHA's authorization requirements is just another tool Intercept is using to help reduce fraudulent transactions in the ACH Network.
Nosy vs. Curious - Which one are you?
by Deb Swanson Dilly (Administrative Support), Sep 21, 2011 Both indicate a desire to know. Curious would inspire a proper course of study in order to gain information. By my own experiences, I have dealt with nosy people. Sometimes, when asked an uncomfortable question by this type I would reply very nicely, "Why do you ask?" And then move on to another subject without responding to their question at all. Furthermore, I would not allow these types of people to get to know me on a deeper level. I believe strongly that trust is extremely important in relationships; it is the bridge to get to know an individual on a personal level.
In the work environment it can be a fine line. How much information does an employee need to know about other departments or about people they do not directly interact with on a regular basis? Some individuals from my past work experiences most definitely fall into the nosy category and will delve right in with questions and/or blatant snooping. This has even been disguised as cross training by some, although training of this type is usually initiated by owners or management. Cross training can be a great benefit to an organization as it allows employees to learn new skills, makes them more valuable, and can combat worker boredom. Maybe cross training would cure some individuals who are nosy or curious and keep them better occupied.
by Deb Swanson Dilly (Administrative Support), Sep 21, 2011 Both indicate a desire to know. Curious would inspire a proper course of study in order to gain information. By my own experiences, I have dealt with nosy people. Sometimes, when asked an uncomfortable question by this type I would reply very nicely, "Why do you ask?" And then move on to another subject without responding to their question at all. Furthermore, I would not allow these types of people to get to know me on a deeper level. I believe strongly that trust is extremely important in relationships; it is the bridge to get to know an individual on a personal level.
In the work environment it can be a fine line. How much information does an employee need to know about other departments or about people they do not directly interact with on a regular basis? Some individuals from my past work experiences most definitely fall into the nosy category and will delve right in with questions and/or blatant snooping. This has even been disguised as cross training by some, although training of this type is usually initiated by owners or management. Cross training can be a great benefit to an organization as it allows employees to learn new skills, makes them more valuable, and can combat worker boredom. Maybe cross training would cure some individuals who are nosy or curious and keep them better occupied.
Noise Ordinance
by Deb Swanson Dilly (Administrative Support), Aug 15, 2011 Recently our local newspaper ran a column discussing the noise ordinance in the city limits and I thought about some of the encounters I have had in dealing with annoying and loud music while in my car and in my home. It does not take much to violate the decibel levels that exceed the ordinance limits, and how would a person know anyway? You would have to be trained in measuring decibels. I know when I am in my home and a car goes by with the music and the bass turned way up, and my home shakes, that's loud!
I once found myself stopped along side of a person in their car playing music not to my liking; considering all of my windows were rolled up, I felt I had no other recourse. So, I thought I would give them a taste of their own medicine. I rolled my windows down and even opened the sun roof, put in a Neil Diamond CD, and turned the volume up, way up!! I'm sure they didn't really care, or for that matter notice it above their music playing so loudly, but it was fun for me!
In the office environment we need to take our co-workers into consideration as well. When entering someone's work space that is shared with others, keep in mind cubicles do not afford much privacy. Others may be on the phone with a customer or in deep thought working on a project. Conversations, laughter, and footsteps just to name a few can travel very well and can easily become an annoyance.
It doesn't take much to be heard so please consider your neighbor, whether it is in traffic, your office, the public sector or your own neighborhood.
by Deb Swanson Dilly (Administrative Support), Aug 15, 2011 Recently our local newspaper ran a column discussing the noise ordinance in the city limits and I thought about some of the encounters I have had in dealing with annoying and loud music while in my car and in my home. It does not take much to violate the decibel levels that exceed the ordinance limits, and how would a person know anyway? You would have to be trained in measuring decibels. I know when I am in my home and a car goes by with the music and the bass turned way up, and my home shakes, that's loud!
I once found myself stopped along side of a person in their car playing music not to my liking; considering all of my windows were rolled up, I felt I had no other recourse. So, I thought I would give them a taste of their own medicine. I rolled my windows down and even opened the sun roof, put in a Neil Diamond CD, and turned the volume up, way up!! I'm sure they didn't really care, or for that matter notice it above their music playing so loudly, but it was fun for me!
In the office environment we need to take our co-workers into consideration as well. When entering someone's work space that is shared with others, keep in mind cubicles do not afford much privacy. Others may be on the phone with a customer or in deep thought working on a project. Conversations, laughter, and footsteps just to name a few can travel very well and can easily become an annoyance.
Normal conversation measures 60 decibels
Just a whisper is 20 decibels
Even calm breathing is 10 decibels
Just a whisper is 20 decibels
Even calm breathing is 10 decibels
It doesn't take much to be heard so please consider your neighbor, whether it is in traffic, your office, the public sector or your own neighborhood.
Integrity
by Deb Swanson Dilly (Administrative Support), July 25, 2011
Then I realized I had told her the wrong gas pump number, so I went back inside to correct my mistake. My son thought I should have taken the "deal" and just left. I wanted to show him the true meaning of Integrity, especially when you are the one at fault. The cashier may or may not have had to make up the difference for my mistake but someone would have had to absorb the loss.
What makes you think of integrity in your everyday life? Does it make you also think of the legacy you will leave behind after you are gone from this lifetime? Don't just do a good job, do a great job, no matter what that is! If you commit to a task, a promise, an offer make sure you follow through. Many times I have experienced someone's good intentions, believing that offer is going to be fulfilled instead of forgotten. Be good neighbor, friend, and co-worker, parent or spouse, what-ever your role. Remember these definitions and what they mean to you.
by Deb Swanson Dilly (Administrative Support), July 25, 2011
Integrity: Adherence to moral and ethical principles; soundness of moral character: honesty.
~Dictionary.com
This definition put me in mind of something that happened years ago when my son was a pre-teen and we were at a gas station. After filling up my SUV I went inside to pay. I gave the cashier the number on the gas pump, unintentionally giving her the wrong number. When I got back into my Mountaineer it just didn't seem like I was charged enough for such a big vehicle.~Dictionary.com
Then I realized I had told her the wrong gas pump number, so I went back inside to correct my mistake. My son thought I should have taken the "deal" and just left. I wanted to show him the true meaning of Integrity, especially when you are the one at fault. The cashier may or may not have had to make up the difference for my mistake but someone would have had to absorb the loss.
What makes you think of integrity in your everyday life? Does it make you also think of the legacy you will leave behind after you are gone from this lifetime? Don't just do a good job, do a great job, no matter what that is! If you commit to a task, a promise, an offer make sure you follow through. Many times I have experienced someone's good intentions, believing that offer is going to be fulfilled instead of forgotten. Be good neighbor, friend, and co-worker, parent or spouse, what-ever your role. Remember these definitions and what they mean to you.
Golf anyone?
by Deb Swanson Dilly (Administrative Support), July 20, 2011 Intercepteft is hosting its 2nd Annual Golf Extravaganza this month so it has me thinking about the game of golf.
I knew nothing about golf, until I met my husband in 1988. I wasn't aware there were people out there so completely in love with a sport that started out with men wearing plaid pants and funny hats. Never have I been witness to anyone so dedicated. Neither rain, nor sleet, nor snow, can keep the golf lover at bay. Our season is significantly shorter in this northern climate and April doesn't always mean spring time weather. That being said, it is possible to have snow and yes, some of the golf courses have opened for the season, and yes, there will be those wholly dedicated to getting out there as soon as possible. Emotions can run high and if you think only women can have sporadic highs and lows you have not gone along with a group of men.
Allow me to elaborate, so I have never even been on a golf course and I am out there with my husband and two other golfers. Things are going well, one of the golfers make a great putt and the ball is sunk at hole #1 so he does a cartwheel right there on the green! All happy and laughing until this same individual makes a really bad move on hole #3, then the club winds up airborne and I am watching in amusement and disbelief. The range of emotions is far and wide and I find it completely entertaining!! So, I thought it would be fun to look up some golf facts. Below is a sampling of a few I found on Into The Rough.
by Deb Swanson Dilly (Administrative Support), July 20, 2011 Intercepteft is hosting its 2nd Annual Golf Extravaganza this month so it has me thinking about the game of golf.
I knew nothing about golf, until I met my husband in 1988. I wasn't aware there were people out there so completely in love with a sport that started out with men wearing plaid pants and funny hats. Never have I been witness to anyone so dedicated. Neither rain, nor sleet, nor snow, can keep the golf lover at bay. Our season is significantly shorter in this northern climate and April doesn't always mean spring time weather. That being said, it is possible to have snow and yes, some of the golf courses have opened for the season, and yes, there will be those wholly dedicated to getting out there as soon as possible. Emotions can run high and if you think only women can have sporadic highs and lows you have not gone along with a group of men.
Allow me to elaborate, so I have never even been on a golf course and I am out there with my husband and two other golfers. Things are going well, one of the golfers make a great putt and the ball is sunk at hole #1 so he does a cartwheel right there on the green! All happy and laughing until this same individual makes a really bad move on hole #3, then the club winds up airborne and I am watching in amusement and disbelief. The range of emotions is far and wide and I find it completely entertaining!! So, I thought it would be fun to look up some golf facts. Below is a sampling of a few I found on Into The Rough.
- The chances of making two holes-in-one in a round of golf are one in 67 million.
- Balls travel significantly further on hot days. A golfer swinging a club at around 100 mph will carry the driver up to eight yards longer for each increase in air temperature of 25°F.
- There are 336 dimples on a regulation golf ball.
- The first golf balls were made of thin leather stuffed with feathers. Tightly-packed feathers made balls that flew the farthest. Feather balls were used until 1848.
- The youngest golfer to shoot a hole-in-one was Coby Orr, who was five years old at the time. It happened in Littleton, Colorado, in 1975.
- 22.8% of golfers are women.
- The word golf does not mean "Gentleman Only, Ladies Forbidden".
- Don't feel bad about your high handicap - 80% of all golfers will never achieve a handicap of less than 18.
What do you like most about your job or profession?
by Deb Swanson Dilly (Administrative Support), Jun 20, 2011 I have posed this question to a number of people recently both professional and non-professional.
by Deb Swanson Dilly (Administrative Support), Jun 20, 2011 I have posed this question to a number of people recently both professional and non-professional.
- Musician: "the performance that is put out for every concert & knowing the hard work involved in actually making music and not just getting up on stage and singing someone else's song".
- CEO of a company (their own): there was a bit of discussion with this person defining professional and non-professional. "If you are proficient at what you do and conduct yourself professionally, you are a professional, whether you have a degree in that field or not". And to the question at hand, the obvious answer was being able to work for oneself or "I don"t hate it." Ha!
- Bookkeeper and office manager: "the accounting itself is exact and in order to proceed you must be precise so your books are balanced. It gives me a sense of accomplishment on a payday when I know people have been paid correctly. At the end of month/year I knowing the financial reports for the company are correct".
- Engineering Technician: "Working with a very wide assortment of professions, to achieve a common goal in building a facility that meets current codes & regulations, and to suit the needs of the owner".
- Sales Associate-Food Service Distributor: "I work on my own and am out of town four days out of five so I treat the job as if it were my own business. I feel empowered by motivating myself, knowing no one else is responsible except me. I enjoy building relationships that benefits both myself, my customer and in the aggregate the company.If they are not successful, then I won't be successful".
Taking Ownership
by Deb Swanson Dilly (Administrative Support), May 16, 2011 What does this mean to you and the job you perform every day?
Take ownership of your job, any job you do and really own it. Do the best you can; do it the best that can be done, this is how you succeed. It matters not if you are in an entry level position or top level management. Taking ownership means that everything you do from the simple tasks to the more complicated will carry your trademark. When you take ownership you make a difference just as you would if your name was on the business.
Consider the time spent at work each day; it is like a second home in some respects. Taking care of your workspace and the entire office, including the "not so easy to keep clean" kitchen, should feel like home and should be cared for as such.
Visitors coming into your office are like the guests you welcome into your own home. Make eye contact and smile. Treat them with respect and professionalism; invite them to sit down, offer them a beverage until the parties they are meeting are ready.
This practice will make you feel really good about the effort you put into your job every day and will benefit the business, you and your co workers in the long term.
by Deb Swanson Dilly (Administrative Support), May 16, 2011 What does this mean to you and the job you perform every day?
Take ownership of your job, any job you do and really own it. Do the best you can; do it the best that can be done, this is how you succeed. It matters not if you are in an entry level position or top level management. Taking ownership means that everything you do from the simple tasks to the more complicated will carry your trademark. When you take ownership you make a difference just as you would if your name was on the business.
Consider the time spent at work each day; it is like a second home in some respects. Taking care of your workspace and the entire office, including the "not so easy to keep clean" kitchen, should feel like home and should be cared for as such.
Visitors coming into your office are like the guests you welcome into your own home. Make eye contact and smile. Treat them with respect and professionalism; invite them to sit down, offer them a beverage until the parties they are meeting are ready.
This practice will make you feel really good about the effort you put into your job every day and will benefit the business, you and your co workers in the long term.
Answering the phone; are we prompt?
by Deb Swanson Dilly (Administrative Support), May 11, 2011 Day to day activities of keeping the business flowing at a smooth pace, one can ask this question often.
Should a problem arise, we need to be mindful that calls are going to increase. Offices in the ACH industry likely handle quite a few phone calls each day, say, three calls per minute or more.
This could double during an event, and we need to be available to our customers to address their concerns.
If a server is down and a file cannot be transmitted, customers' need to be kept informed of the situation.
Not being able to speak with their ACH provider can be extremely unsettling.
We may have to adjust our schedules, appointments or breaks to maintain a level of comfort for our customers that we are available for them.
After all, we are moving people's money! Everyone needs to be paid, or receive a payment due to them in the time frame designated.
by Deb Swanson Dilly (Administrative Support), May 11, 2011 Day to day activities of keeping the business flowing at a smooth pace, one can ask this question often.
Should a problem arise, we need to be mindful that calls are going to increase. Offices in the ACH industry likely handle quite a few phone calls each day, say, three calls per minute or more.
This could double during an event, and we need to be available to our customers to address their concerns.
If a server is down and a file cannot be transmitted, customers' need to be kept informed of the situation.
Not being able to speak with their ACH provider can be extremely unsettling.
We may have to adjust our schedules, appointments or breaks to maintain a level of comfort for our customers that we are available for them.
After all, we are moving people's money! Everyone needs to be paid, or receive a payment due to them in the time frame designated.
Just keep the following items in mind when conducting the business of answering your phone:
- The telephone is still most business's primary point of contact
- Answer all incoming calls before the third ring.
- When you answer the phone, be warm and enthusiastic. You may be the only impression of your company the caller will get.
- Welcome callers courteously & indentify yourself.
Network of People
by Deb Swanson Dilly (Administrative Support), April 23, 2011 Think about the network of people in your company required to make things happen on a daily basis.
by Deb Swanson Dilly (Administrative Support), April 23, 2011 Think about the network of people in your company required to make things happen on a daily basis.
Sales
- Bring in the new accounts. They are responsible for maintaining relationships and maximizing the activities that are most valuable to customers.
Marketing
- Gets to do the fun stuff.
- Just kidding, they are on top of their game making things happen, scheduling events & generally keeping things exciting and interesting.
Software Engineers & Programmers
- We leave them alone, so they can continue to make things happen technically.
Support
- Has the task of dealing with the sometimes disgruntled customer to put out any fires that may have occurred.
- Example: a payroll file was not uploaded in a timely manner to meet an effective date. The customer may inquire if there are steps that can be taken to meet the timeline without having to incur any fees or penalties.
Risk
- Assess whether the potential client is a susceptibility to risk, or one worth taking. Not an easy task while staying compliant with NACHA, OFAC & the rules and regulations within the ACH industry that may change from time to time.
Management
- Crucial to individual and organizational success in today's challenging global environment. Leaders conceive and initiate strategies that create and sustain competitive differentiation and advantage. Source: bettermanagement.com.
- They are the problem solvers and facilitators.
And then some...
by Deb Swanson Dilly (Administrative Support), April 21, 2011 What does this mean in terms of Customer Service? You may serve the same food or provide similar goods and/ or services.
But what do you do to keep your customers coming back?
This is where "and then some"... applies.
Take for example a company that pays on commission. Will money be your only motivation to make your goals? Or do connect with the humanness that should be the commonality in all of us? You may miss out on a sale one day. However, that same customer may call on you another time and because of your previous interaction, they sought you out and knew you genuinely want to be of service to them.
Another example, how much time you commit to your job. You may decide the clock does not dictate when you are finished for the day. You work late, even though your day ended over an hour ago and you are completely drained of energy. You stay with the customer until you are finished, you stick it out and realize you really do feel good about the service you provided and the person, the customer; is pleased as well.
You are available to them as the business relationship is forming and in the long term you have a trusted and loyal customer because initially you were not concerned as much with that first sale as you were with forming a professional relationship.
"And then some"... Applicable in all facets of industries and all methods of communication. You can be there for your customer to commit to, "and then some"....
However this may apply to you or your business, adopt this practice of conduct and you will reap the benefits in the long term.
by Deb Swanson Dilly (Administrative Support), April 21, 2011 What does this mean in terms of Customer Service? You may serve the same food or provide similar goods and/ or services.
But what do you do to keep your customers coming back?
This is where "and then some"... applies.
Take for example a company that pays on commission. Will money be your only motivation to make your goals? Or do connect with the humanness that should be the commonality in all of us? You may miss out on a sale one day. However, that same customer may call on you another time and because of your previous interaction, they sought you out and knew you genuinely want to be of service to them.
Another example, how much time you commit to your job. You may decide the clock does not dictate when you are finished for the day. You work late, even though your day ended over an hour ago and you are completely drained of energy. You stay with the customer until you are finished, you stick it out and realize you really do feel good about the service you provided and the person, the customer; is pleased as well.
You are available to them as the business relationship is forming and in the long term you have a trusted and loyal customer because initially you were not concerned as much with that first sale as you were with forming a professional relationship.
"And then some"... Applicable in all facets of industries and all methods of communication. You can be there for your customer to commit to, "and then some"....
However this may apply to you or your business, adopt this practice of conduct and you will reap the benefits in the long term.
The Golden Rule
by Deb Swanson Dilly (Administrative Support), Jan. 18, 2010
First I'd like to say, "I am not a writer", which may become painfully clear after reading this!
And for those of you who know me, you know I am a woman of few words. (Ha! Ha!)
I have always worked in an environment with direct customer contact. Whether it is person to person, via phone or email, this type of work seems to suit my personality. So, being at the front desk entering contracts and answering the phone here at InterceptEFT, I have the pleasure of speaking with a majority of you each day. The key to successfully performing one's job is to try to see things from the client's perspective. I will admit, at times it is stressful and it is hard to maintain a cheerful tone, but I do my best.
I always think about how I would want to be treated if I were the client or customer, so I decided to look up the meaning of the Golden Rule. This is a portion of what I found:
The basic premise of the Golden Rule is that those who aspire to live by this rule must treat all people, not just their close associates with fairness.
Here's to living by the Golden Rule every day!
by Deb Swanson Dilly (Administrative Support), Jan. 18, 2010
"Focus on how an individual's daily decisions add up to reveal that person's true character. We cannot cheat in the small things and expect these blemishes to never surface. When the real tests in life occur, our character will not be able to withstand the pressure because we have not chosen the harder path all along."
~ Melissa Kelly
~ Melissa Kelly
First I'd like to say, "I am not a writer", which may become painfully clear after reading this!
And for those of you who know me, you know I am a woman of few words. (Ha! Ha!)
I have always worked in an environment with direct customer contact. Whether it is person to person, via phone or email, this type of work seems to suit my personality. So, being at the front desk entering contracts and answering the phone here at InterceptEFT, I have the pleasure of speaking with a majority of you each day. The key to successfully performing one's job is to try to see things from the client's perspective. I will admit, at times it is stressful and it is hard to maintain a cheerful tone, but I do my best.
I always think about how I would want to be treated if I were the client or customer, so I decided to look up the meaning of the Golden Rule. This is a portion of what I found:
The basic premise of the Golden Rule is that those who aspire to live by this rule must treat all people, not just their close associates with fairness.
Here's to living by the Golden Rule every day!