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Computer software for service based business


February 2008

In this edition

  1. Am-Win Support Solutions
    1. Automatic Invoice and Statement Messages.
    2. Cloning an Invoice / Job Card / Estimate - some tips within tips
  2. Business Tips
    1. Buy "specials" based on fact.
    2. The Five Biggest Customer Service Blunders of all Time 
  3. Windows Tips
    1. Microsoft Office Compatibility Pack for Word, Excel, and PowerPoint 2007 File Formats
    2. Easy Table Creation Microsoft Word 2003
    3. Excel magically adds all the parameters for the formula
    4. 7 tips for working securely from wireless hotspots
  4. Whoops
  5. Jokes
    1. It ain't rigged
    2. That must've been scary

Survey

Please note that there is no new survey this month.

Feed back

Want to say something or submit a good article or joke. The e-mail address is webmaster@am-win.com.au  

AM-Win Support Solutions

Automatic Invoice and Statement Messages.

It's essential to put your message before your clients at every opportunity. When you can do it in house for nothing why not take the opportunity.

Were talking about AM-Win's ability to write a message automatically on every invoice or statement that you present to your clients and to select a different message for different occasions. [e.g. Christmas and New Year messages]

Here's How:

Select the "Others" menu then select "Control System" . Now select the "Invoice/Statements" tab. You will now see the following screen

The text in the three Invoice text footer lines are configured in AM-Win by default. Now we are going to add a new message.

Click on the up arrow in the text string field until the three text fields are blank

Type your new message into the three text boxes 

Now click the save button. Your new message has been saved for later use. 

Now you will need to tell AM-Win which default message to use on your invoices.

Click the "Business" tab 

Use the invoice string arrows to select your default message and click save.

Note: Restart AM-Win for the change to take effect.

Printing your Invoice.

Print your invoice / proforma /quote as usual. Check that the correct message is displayed. Proceed if yes or select other message if required.  

Statement Footer Text.

Add your text into the "statements" field in the "invoice / statements" screen. Save and exit. Your text will now appear on your statements. Change as required.

Cloning an Invoice / Job Card / Estimate

National Support have suggested that as there are still many clients who don't know how to clone an invoice [or are not aware that you can clone an invoice] and that we should publish a "how do I" document in the newsletter.  

Cloning an invoice [create a new invoice from an existing invoice] can save you a great deal of typing and time so it's a worth knowing how to do it.  For the old hands who have been cloning documents for years there have been some changes and enhancements since the release of version seven and the document is probably worth a quick read to pick up on any enhancements that may be of benefit.

So let's learn how to clone an invoice / Job Card / Estimate

You've just written an invoice to be proud of.  Let's say that it's an engine rebuild on a Commodore with all the parts listed, labour break downs etc. Or maybe it's an invoice for a Landcruiser bull bar with parts, freight costs and fitting all built in.   Or you have just written an estimate - one for a fairly common job. You've looked up all the parts, checked the standard times and calculated the labour rates. You look at it and say to yourself "self, I'm going to have to write that again sometime - I wish I could save it for next time".

The good news is that you can, and you can do it in several ways. However in the following article we are going to look at cloning an invoice/estimate/purchase order.

Under the customer menu in AM-Win version 7+ there is a menu option called "customer history". This item allows you to view customer history from within AM-Win instead of having to open the History module.

This allows you to access history for a customer by Invoice number, Job number, Customer, Job Item, Order number, Date, or the BillTo code. 

You will note that as you flick through the displayed invoices AM-Win displays the content of each each invoice. A separate scroll bar allows you to scroll down to see the lower part of the invoice.

Tip in a Tip

In the image below you will see an arrow - take notice of where it is pointing.

In AM-Win if you hold your mouse over the line between "Desc" and "Refer" you will notice that the mouse pointer changes. Hold your mouse down while dragging the line to the right you will reveal more of the invoice details as you drag. 

Once you have located the invoice to be cloned click click once on the selected invoice to mark it in blue. 

Now click the clone the "clone" button located in the top right hand of the screen

The following screen will appear. We will select job because in this example we want the cloned invoice to go to a job already in progress. However if you want the cloned copy to open a new job at this time you will have an opportunity shortly to do so.

Tip in a tip

Note also at this time you are able to clone the job to a purchase order as well as to a job. Why?. Let's refer back to the engine rebuild we might be doing and let's say that you have a complete parts list for this rebuild on the invoice in history that you are about to clone. If you clone it to a parts order the parts on the list will [a] be used as a reference for your current rebuild, [b] be placed onto a purchase order which then can be turned into a supplier invoice which will save you time in entering the parts when they come in.

Let's get back to the job at hand - we will now click on the job button and place the cloned invoice on an existing job. The following screen will open

Let's look at the choices that we have. We can select new document or append to an existing document.

New document.

AM-Win anticipates that you would want to open a "New Document" by default.

If this is the case click on Customer and proceed as normal from there. You will be presented with the customer listing and from there a list of the customer's vehicles. Select the required customer and their vehicle and AM-Win will create a new document for you complete with all of the details from the invoice selected from the history file.

Append to Existing Document

This allows you to add the contents of the invoice selected from the history file to a job already in progress. Click on the "Append to Existing Document" and the following screen will appear.

Click on the "Document" button and you will be presented with a list of jobs in progress.

Select the required job and the contents of the invoice selected from the history file will be added to the content that is already on the job.

Determining whether your new document is an estimate or a job.

On the screen shown below you will notice a "Doc Type" drop down box. Clicking the down arrow will provide a choice of Job or estimate. Select whichever is right for this occasion and proceed as normal.

We hope that this document has been useful and will save you many hours of typing and in working out required parts lists when invoicing and writing estimates.

Here's a Tip in a Tip that might help to win more jobs from your estimates.

Don't show any more details on an estimate than necessary. By all means list all of the parts, labour and on costs on your estimates but suppress [hide] them from your potential client. Just show the final cost of the estimate. 

By doing this when your potential client shops your quote around,  your competitor has to do the same homework as you. Let him work out what parts go into the job, let him phone around for prices and let him work out how much to charge for each part. 

If you show everything on the estimate your competitor is likely to benefit from your time and hard work and is more than likely to knock off 10% to win the quote. 

Business Information

Buy "specials" based on fact - Use your stock enquiry screen.

How often has a salesman come in and said "we've got a special on this - buy 10 and you can have 20% [or similar] off your normal price.

We can point to a great many of our clients who have old stock sitting on their shelves because at some stage or other someone thought that a particular part was a more popular "seller" than it really was or bought more than they should because they were offered a "special".

Stock sitting on the shelf chews up capital that can often be better used elsewhere so let's look at how we can use AM-Win to determine whether we should or should not take up our sales rep's offer. To do this we need to determine whether or not we sell enough of the item on offer. Here's how.

 Select the stock menu, move down and click on sales / purchase enquiry. The stock enquiry screen will now open.

Click the stock enquiry screen button in the top left hand corner.  AM-Win will now show you a selection of part numbers. Find and select part number in question.

Select the from and to dates for your enquiry. AM-Win will show you the sales of the selected item between the two selected dates as well as the quantity on hand and your turnover this month . Base rule of thumb is that stock should turn over 4 times a year with a 40% mark up. 

From these figures it is easy to get a quick picture of the actual turnover of the stock item.  Now rather than trusting your judgement and thinking "yeah we sell a million of those" while you sign the order and risk having obsolete or slow moving stock on your shelves that ties up your money you can honestly say [based on fact]  - no we've only sold x number of those in the last x months / years.

The Five Biggest Customer Service Blunders of all Time 

Thanks to Paul Levesque from Customer Service Breakthroughs for the following article. Visit Paul's website at http://www.customerfocusbreakthroughs.com/ 

While howls of protest over poor customer service continue to fill the air, there remain some businesses that manage to consistently deliver superior customer service year in and year out. These are the places where turbo-charged employees pursue customer delight with a passion, places that ignite a flashpoint of contagious enthusiasm in employees and customers alike. Foremost among the lessons to be learned from such flashpoint businesses are the blunders to avoid--those fatal mistakes that trip up just about everybody else. 

First Blunder: 

Making customer service a training issue. Businesses of all kinds invest huge amounts in training programs that do not--and simply cannot--work. The function of such training is to identify the behaviours workers are supposed to engage in, and then coax, bully, or legislate these behaviours into the workplace. At best, this is almost always a recipe for conduct that feels mechanized and insincere; at worst, it intensifies worker resentment and cynicism. 

Instead of dictating what workers should be doing to delight customers, the better approach is to give workers opportunities to brainstorm their own ideas for delivering delight. Management's role then becomes to help employees implement these ideas, and to allow workers to savour the motivational effect of the positive feedback that ensues from delighted customers. This level of employee ownership and involvement is a key cultural characteristic of virtually all flashpoint businesses. 

Second Blunder: 

Blaming poor service on employee de-motivation. Businesses looking for ways to motivate their workers are almost always looking in the wrong places. Employee cynicism is the direct product of an organization's visible preoccupation with self-interest above all else--a purely internal focus. The focus in flashpoint businesses is directed outward, toward the interests of customers and the community at large. This shift in cultural focus changes the way the business operates at all levels. 

The reality in most business settings is that employees are de-motivated because they can't deliver delight. The existing policies and procedures make it impossible. Instead of "fixing" their employees, flashpoint business set out to build a culture that unblocks them. Workers are encouraged to identify operational obstacles to customer delight, and participate in finding ways around them. 

Third Blunder: 

Using customer feedback to uncover what's wrong. Businesses often use surveys and other feedback mechanisms to get to the causes of customer problems and complaints. Employees come to dread these measurement and data-gathering efforts, since they so often lead to what feels like witch-hunts for employee scapegoats, formal exercises in finger-pointing and the assigning of blame. Flashpoint businesses use customer feedback very differently. In these organizations the object is to uncover everything that's going right. Managers are forever on the lookout for "hero stories" - examples of employees going the extra mile to deliver delight. Such feedback becomes the basis for ongoing recognition and celebration. Employees see themselves as winners on a winning team, because in their workplace there's always some new "win" being celebrated. 

Fourth Blunder: 

Reserving top recognition for splashy recoveries. It happens all the time: something goes terribly wrong in a customer order or transaction, and a dedicated employee goes to tremendous lengths to make things right. The delighted customer brings this employee's wonderful recovery to management's attention, and the employee receives special recognition for his or her efforts. This is a blunder? 

It is when such recoveries are the primary--if not the only--catalysts for employee recognition. In such a culture, foul-ups become almost a good thing from the workers' point of view. By creating opportunities for splashy recoveries, foul-ups represent the only chance employees have to feel appreciated on the job. Attempts to correct operational problems won't win much support if employees see these problems as their only opportunity to shine. 

Flashpoint businesses celebrate splashy recoveries, of course--but they're also careful to uncover and celebrate employee efforts to delight customers where no mistakes or problems were involved. This makes it easier to get workers participating in efforts to permanently eliminate the sources of problems at the systems level. 

Fifth Blunder: 

Competing on price. It's one of the most common (and most costly) mistakes in business. Price becomes the deciding factor in purchasing decisions only when everything else is equal--and everything else is almost never equal. Businesses compete on the perception of value, and this includes more than price. It's shaped by the total customer experience--and aspects such as "helpfulness," "friendliness," and "the personal touch" often give the competitive advantage to businesses that actually charge slightly more for their basic goods and services. 

Those businesses that deliver a superior total experience from the inside out (that is, as a product of a strongly customer-focused culture) are typically those that enjoy a long-term competitive advantage--along with virtual immunity from the kinds of headaches that plague everybody else. 

Windows Tips

Microsoft Office Compatibility Pack for Word, Excel, and PowerPoint 2007 File Formats

Brief Description - Open, edit, and save documents, workbooks, and presentations in the file formats new to Microsoft Office Word, Excel, and PowerPoint 2007.

Documents created in Word, Excel and Power Point 2007 may not be compatible with earlier versions of these programs. Microsoft Office Compatibility Pack for Word, Excel, and PowerPoint 2007 File Formats enables files generated in the 2007 versions to be read by earlier program versions.

This new compatibility pack is available for download. Click here to open Microsoft download page. Please ensure that you read system requirements and download instructions carefully. 

Easy Table Creation Microsoft Word 2003

SUMMARY: Create a table in Microsoft Word 2003 without clicking and editing data in each cell.
 
If you wish to display text in your Microsoft Word 2003 document in a table, you can go through and first create the table using the "Table -> Insert Table" menu, then selecting how tall and wide you want the table, then clicking on each individual table cell and entering data. However, there's a MUCH easier way.

Enter your table data in your Microsoft Word 2003 document in a comma-delimited format. What does this mean? Perhaps you want a table of student names next to their grades. Enter the data like so:

Susy,95
Brian,86
Joe,93
Laura,89
John,80
Tiffany,82

Now, highlight the text and choose "Table -> Insert Table". Voila! A 2x6 table is automatically created for you. If you don't like how it looks, choose "Table -> Table Autoformat" to apply one of various designs, or go through the "Table" menu and manually edit the table's display properties.

Getting Help when Entering Functions - Microsoft Excel 97, Excel 2000, Excel 2002, and Excel 2003

Summary: Remembering the different parameters you can use with a worksheet function is sometimes difficult, particularly if the function is one you use only periodically. This tip describes a handy help feature provided by Excel that makes recalling the parameters very easy. (This tip works with Microsoft Excel 97, Excel 2000, Excel 2002, and Excel 2003.)

One of the tools that Excel provides for adding functions to a formula is Insert | Function, which starts a wizard-like interface that leads you through constructing the function properly. If you are like most frequent users of Excel, this level of help is a little much; all you need is a memory-jog as to what parameters should be used with the function.

One obscure shortcut provided in Excel actually provides just the amount of help you want. For example, let's say you know you want to use the SUBSTITUTE function, but you cannot remember all the parameters that are used with it. Type an equal sign, followed by SUBSTITUTE and a left parenthesis, like this:

=SUBSTITUTE(

Now, press Shift+Ctrl+A. Excel magically adds all the parameters for the formula, like this:

=SUBSTITUTE(text,old_text,new_text,instance_num)

What's more, the first parameter (text) is highlighted, and you can simply start typing what you want used for that parameter. Replace or delete the other parameters, as desired, and you have your correctly constructed function ready to go.

7 tips for working securely from wireless hotspots

Wireless hotspots are changing the way people work. These wireless local area networks (LANs) provide high speed Internet access in public locations—as well as at home—and require nothing more than a notebook PC with a wireless card. From coffee shops to restaurants, airports to hotel lobbies, hotspots are ubiquitous. They are the de facto connection method for travellers and remote workers to access the Internet, their e-mail, and even their corporate networks.

Hotspots range from paid services, such as Telstra or Optus, to free connections at your local coffee shop or library. But they all have one thing in common: These are all open networks that are vulnerable to security breaches. And that means it's up to you to protect the data on your PC. Here are a few tips to make working in public locations more secure.

1.  Try to choose more secure connections. It's not always possible to choose your connection type—but when you can, opt for wireless networks that require a network security key or have some other form of security, such as a certificate. The information sent over these networks is encrypted, which can help protect your computer from unauthorized access. The security features of different networks appear along with the network name as your PC discovers them.

2.  Make sure your firewall is activated.  A firewall helps protect your mobile PC by preventing unauthorized users from gaining access to your computer through the Internet or a network. It acts as a barrier that checks all incoming information, and then either blocks the information or allows it to come through. Later versions of Microsoft Windows operating systems come with a firewall, and you need to make sure it's turned on.

Click here to visit the Microsoft knowledge base article "How to turn on or turn off the firewall in Windows XP"

3.  Monitor your access points. Chances are, there are multiple wireless networks anywhere you're trying to connect. These connections are all access points, because they link into the wired system that gives you Internet access. So how do you make sure you're connecting to the right one? Simple—by configuring your PC to let you approve access points before you connect.

To Configure Windows XP Access Points 

  • Click Start, and then click Control Panel. 
  • In Control Panel, double-click Network Connections. In the Network Connections window, right-click Wireless Network Connection, and then click Properties. 
  • In the Wireless Network Connection Properties dialog box, on the Wireless Networks tab, make sure that the Use Windows to configure my wireless network settings check box is selected. 
  • Under Preferred networks, make sure that the name of the network that you want to connect to is highlighted, and then click Advanced.
  • In the Advanced dialog box, click Access point (infrastructure) network only, and then click Close.
  • Click OK. 

Configure Windows Vista Access Points 

Windows Vista takes the guesswork out of connecting to hotspots because you are automatically prompted to approve new connections. In addition, after you approve a connection, you assign it a profile for future use.

4.  Disable file and printer sharing: File and printer sharing is a feature that enables other computers on a network to access resources on your computer. When using your mobile PC in a hotspot, it's best to disable file and printer sharing because when enabled, it leaves your computer vulnerable to hackers. Remember, though, to turn this feature back on when you return to the office.

  • Disable file and printer sharing in Windows XP 
  • Click Start, and then click Control Panel.
  • In Control Panel, click Security Centre.
  • In the Security Centre window, click Windows Firewall.
  • In the Windows Firewall dialog box, click the Exceptions tab.
  • On the Exceptions tab, under Programs and Services, clear the File and Printer Sharing check box and then click OK. 

Disable file and printer sharing in Windows Vista 

  • Click Start and then click Control Panel. 
  • In Control Panel, select Network and Sharing Centre. 
  • Under Sharing and Discovery, turn File Sharing and Printer Sharing to off.

5.  Make your folders private. When the folders on your mobile PC are private, it's more difficult for hackers to access your files.

To make a folder private in Windows XP: 

  • Click Start, and then click My Computer.
  • In the My Computer window, double click the drive where Windows is installed, and then double click Documents and Settings. 
  • Double click your user folder, right-click the folder that you want to make private, and then click Properties. 
  • In the Properties dialog box, on the Sharing tab, click Do no share this folder, and then click OK. Repeat the steps above for each folder that you want to make private. 

To make a folder private in Windows Vista 

Windows Vista not only makes folders private by default, but it also requires passwords for shared folders. As a result, you're already covered! But if you want to double check, simply right click on the folder in question, and select Properties. On the Security tab, you can review the set permissions. 

6.  Encrypt your files. Maintaining the privacy of your client's confidential data is critical to the success of your business and your reputation. You already have a firewall and antivirus software installed on your computer, but these only protect you from attacks on the Internet. What happens to your confidential files if your laptop is lost or stolen? Losing your computer doesn't have to mean losing your privacy. With Windows XP Professional, you can help protect private customer and financial information by using its Encrypting File System (EFS).

When you encrypt a file or folder, you are converting it to a format that can't be read by other people. A file encryption key is added to files or folders that you choose to encrypt. This key is needed to read the file. Windows XP Professional makes the encryption and decryption process easy—simply follow the steps below to encrypt your files or folders. When you are logged on to your computer, you'll be able to read them. Anyone who tries to use your computer without your logon will not be able to read them.

Note: Make sure you have your computer set up so that you have to log on to use it (when you start up, or when you have been away from the computer for a little while). If the computer is stolen when you're logged in, your encrypted files will be readable.

Click here for more information from Microsoft on Encryption and Decryption

7.  Consider completely removing sensitive data from your notebook PC. If you're working with extremely sensitive data, it might be worth taking it off your notebook PC altogether. Instead, keep it behind the corporate firewall and use your company's VPN to access it when necessary. This way, you have multiple safeguards in place.

These few simple precautions can help make working in public places more secure. And by selecting the best connections and adjusting settings, you can enjoy productive and safe work sessions no matter where you are.

Whoops

Jokes

We publish the joke section of the newsletter by popular demand. Please note that some jokes may contain adult themes and could be considered by some as offensive.  If you are offended by this type of humour please do not continue reading. We keep the joke section at the end of the newsletter and you will miss nothing by reading further. 

It ain't rigged

A petrol station in country Queensland was trying to increase its sales, so the owner put up a sign saying, "Chance to win Free Sex with Fill-Up."

Soon a local pulled in, filled his tank, and then asked how he could win his free sex. The owner told him to pick a number from 1 to 10. If he guessed correctly, he would get his free sex. The bloke then guessed 8, and the proprietor said, "You were close. The number was 7. Sorry, no sex this time."

A week later, the same bloke with his mate, Bluey pulled in for a fill-up. Again he asked for his chance to win free sex. The proprietor again gave him the same story, and asked him to guess the correct number. The bloke guessed 2 this time. Again the proprietor said, "Sorry, it was 4. You were close, but no free sex this time."

As they were driving away, the bloke said to his mate, "I think that game is rigged and he doesn't really give away free sex."

Blue replied, "No, it ain't, Bill. It ain't rigged -- my Missus won twice last week."

That must've been scary

A teacher is explaining biology to her 4th grade students.

"Human beings are the only animals that stutter", she says.

A little girl raises her hand. "I had a kitty-cat who stuttered", she volunteered.

The teacher, knowing how precious some of these stories could become, asked the girl to describe the incident.

"Well", she began, "I was in the back yard with my kitty and the Rottweiler that lives next door got a running start and before we knew it, he jumped over the fence into our yard!

"That must've been scary", said the teacher.

"It sure was", said the little girl. "My kitty raised his back, went Fffff, Fffff, Fffff'.. but before he could say the rest, the Rottweiler ate him!"

Until next month

C