Where does your phone menu go?

What are the perceptions of your customers when it comes to calling in to your company for service or support?  Do they speak dread or nag that phone menus are a huge waste of time?  Or perhaps that someone doesn’t speak English?

Have you taken the time to study and gain an understanding of your company’s image and perception?

I called a national distributor this morning for a service they offer me as their dealer, on their primary menu of Cloud Services, that cascades out to a submenu: Digital Marketing Services.  I completed the contact request form earlier they make available without even an acknowledgement email on the day before, as well as several weeks ago without an answer or reply.  I’ve emailed the designated email address an inquiry as to how to obtain these services.  The call in to the displayed support number was the cream of the crop.  I call in to listen to a 5-step menu, for which none of the options matched the menu item I was seeking.  I pressed star to repeat the menu for confirmation before pressing zero for an operator.

After the zero tone, my call transferred to what would by name be item number “2” on the phone menu. Why did this commonsense answer transfer to number “2”?  The person at menu “2” had no idea how to help me and was going to have to find someone that could help answer my question because she was in a different department.  After a nice round of elevator music for a few minutes, the answer’er comes on, starts to speak and hangs up on me, by accident or better yet, lack of care in handling the phone call. Is this a mistake or is it a common experience?  I know I experience it at a high rate of incidence that it really concerns me if that is my staff or even myself.

“What we have here is a failure to communicate,” and it isn’t the customer’s fault.  Expectations are set that if someone calls your number, you can handle their problems, not extend them out.  This concept of Six Sigma in customer service means a bit of self-improvement internally and administratively.

Fixing this problem requires a few hours of attention, no doubt about it and some important and strategic training in a department listing matrix for a general receptionist or operator to find the answers they need, a SharePoint site that a cloud company sells could be useful?


Customer experience and customer expectations, are you setting the standard or serving a bad example?

Video Surveillance Benefits

5 Benefits of Video Surveillance You May Not Know About


Most video surveillance users are well aware of the key benefits of the technology: crime deterrence and detection, an overall higher level of security, and often a return on investment (ROI), thanks to reduced theft or vandalism. However, these systems offer several additional benefits that many may not know about.


Let’s take a closer look at five lesser-known benefits of video surveillance that you might not have considered:


1. Reduced liability


Video surveillance provides powerful evidence in case you finds itself involved in any number of legal problems. This might involve consumer slip-and-fall claims, workers’ compensation cases, criminal investigations, and more. And thanks to this reduced liability, many of you might see a decrease in their insurance premiums—which is helpful for achieving an ROI.


2. Improved productivity


For retail, hospitality, and similar fields, adding video surveillance might also have a positive impact on employees’ work ethic. When cameras are added to a workplace, there is usually a marked difference in employee behavior.


Many organizations find that surveillance is one of the best ways to ensure that workers are following the dress code, providing a high level of customer service, and adhering to overall company policy. And this is true even if the video feed isn’t necessarily monitored; the mere presence of cameras encourages employees to be on their best behavior.


3. Enhanced employee training


Surveillance can be a powerful tool for showing employees what to do—and what not to do—to be successful at an organization. In many companies, human resources and management use video surveillance footage as a tool to train employees on the various tasks involved in their job. While this is particularly useful for positions within the security department, it can also help train workers in customer service, equipment use, sales, and other areas.


4. Less workplace violence


Workplace violence is a significant issue in the United States and throughout the world. In fact, nearly 2 million American workers report having been victims of workplace violence each year, according to the Occupational Safety and Health Administration, and experts believe the number of unreported incidents is even higher. These events range all the way from minor scuffles between coworkers to violent, disgruntled employees who set out to harm multiple people.


Video surveillance is a powerful tool in combating workplace violence. Not only does the presence of cameras help deter violent activity, but surveillance also provides evidence of such incidents, which can help with investigation and prosecution.


5. Less harassment


Harassment comes in many forms, but it usually refers to any unwelcome behavior that is based on a person’s race, religion, national origin, sex, age, disability, appearance, or sexual preference. Of course, this type of behavior is incredibly disruptive to any workplace, and organizations of all kinds must keep an eye out to maintain a positive, respectful environment.


This is yet another way in which video surveillance is helpful. Security officers or management can regularly check in on their employees—even those located in another office or store—to ensure that company policy regarding harassment is being followed by all. Should an employee file a harassment claim, the video footage can, once again, prove helpful for investigating and punishing the behavior.


So, can MainBoard Consulting help you?  Most certainly.  We can help with the right camera and features, access control, monitored surveillance and much more.



Content adapted from Ingram Micro News Team publication for

MainBoard Consulting

Phishing Problems?

Most companies and businesses today use email and Internet access for critical business functions.  Today most businesses are aware of the words: hackers, phishing and social engineering as well.  If you’ve ever checked an email that doesn’t have too much security in place that messages can successfully get in and out, then chances are you have seen a phishing email, an attempt to hack you, your computer or your company’s network by getting you as a person to click something, respond to an email or do something you normally would not do so that the hacker can gain some control or get access into a computer network, get information or just details about something, anything.


One of the best things your company can do to avert or counter phishing and social engineering is to offer training and development to your staff that comes apart from the forced ho hum another training day, help your staff develop their working knowledge on a regular schedule instead of the traditional method brain dump that simply doesn’t work since you need to have functional operatives that know how to properly handle a tool or piece of equipment.


MainBoard Consulting helps companies build custom solutions; we also help companies purchase existing systems and implement those systems in a consultative support role to the administration and management that likely is already at maximum capacity.  Whatever your company’s need, we’d like to help you grow and develop your staff and prevent the upper 70% reason why network breaches occur.



Thoughts on Email Security

Let’s face it, many people use email for business.  Many people use email so they can convey a message, do business, fall for a scam… Yep, I said it.  Email is the number ONE threat vector when it comes to Cybersecurity.  Getting your email address, a working email address that you check, open a message and interact with is one of the best ways that a hacker can execute on their strategy.


What can you do, what should you do?


1. Don’t give out your email to everyone, loosely and if you see someone is handling your email unsafely (THAT YOU KNOW), ask them to stop in person.  While it seems harmless that a legitimate contact can be doing a noble thing by emailing you, their improperly executed actions can be devastating later on.  I subscribed to a marketing list by joining an organization, somehow;  Strangely enough that my consent was never ever obtained along the way for open broadcast of my email but it goes to show that joining legitimate organizations doesn’t mean your email will be treated as securely as you would treat it.


2. If you don’t recognize it, don’t pet it.  That’s an attractive subject line?  Let the clicker beware, best not to click it.


3. If you get an email from SOMEONE YOU KNOW and the subject is unexpected, off the wall, out of context, hopefully in your SPAM Box, Junk Mail or other filtered folder, chances are it wasn’t from this person you know.  Before you click and just to be sure, pick up the phone and call them.


4. Your Bank, Creditor, the IRS, your Doctor, your Pharmacist, etc will legitimately NEVER EVER EVER EVER EVER EVER ask you in an email to confirm who you are; it is NOT them.  I don’t care if you have committed Tax Fraud according to that email.  If you have legitimately committed Tax Fraud, you can’t fix it through email.


I hope you enjoyed this message.

Is Your Email Safe & Secure?

I’ve had a couple of calls from people that still have email addresses, and I still notice that some businesses use email domains as well.  With an announcement long on the books that Verizon was planned to stop managing and housing the email servers, personal users were told to migrate to AOL or Yahoo and they would be able to retain their email.


If you succeeded in the migration, your mail is handled by one of these companies; if not, your email is likely on the rocks now.


When a business has a contact address, it is imperative that it work all the time, full time, not part time and it is managed efficiently.  What happens if you lose a big business deal, or if you are an attorney or government agency and need to produce a legal archive for court or other type request?


Email should be handled as a delicate record that will help you or hurt you if there is ever a question of communication or compliance.  There are several secure, compliant solutions to email from Microsoft O365 Exchange, Google Apps for Business and other self hosted solutions.


Currently we consult with clients across the United States and would welcome your call for assistance with a secure, reliable and legal supporting service that your professional business or government office can rely on.  Feel free to schedule a call at or call or text us at 276-865-1025.

Change YOUR Passwords!

Being “hacked” can be a nightmare.  Having your identity stolen because of being hacked is the salt on the wound especially because of weak password security.  Some of the major hacking cases that have made headline news ultimately stemmed back to default username and passwords or something completely silly as the password.  You should ALWAYS change the default username and make passwords more complicated than what someone taking wild guesses could crack; Hackers use dictionary attacks through computers and a typical “qwerty1” as a password would take only seconds to be broken in to. 



You would think computers, especially those with Federal Government or banking level use would have a fleet of armed ninjas at the door to protect them but they don’t.  The password is the biggest layer of defense.  Not saying it is the only layer of defense, but it is the first thing that pops up on screen asking for the user to authenticate.  Hackers rely on people being lax with their security, they are always searching for faster and stronger ways to hack so make sure you step up your game. An interesting concept is that the computer is not actually being hacked, it’s the end user’s lack of concern or antagonism towards computer security. 



If you need assistance with Passwords, understanding how you can better secure your network, Wi-Fi or wired and most importantly, your personal information, call or message MainBoard Consulting.  You can text our primary office number (276) 865-1025 or if you would like to schedule a discovery call visit


Can I Text Your Main Telephone Number?

Are you missing leads and customers reaching out to your business on a daily basis?  Many business owners do not know this but the primary telephone number for your business, in many cases can have TEXT Messaging Enabled, regardless of the provider you currently have.  Today’s generational divide brings those that TEXT instead of calling.  MainBoard Consulting can offer you research and case studies that are shocking to see how many businesses do not know when someone has tried connecting by sending a text to an expensively advertised number.

Plans, Plans and Plans to Plans

What is your plan?  Do you have a technology plan – 3 ring binder or bigger that you can put your hands on?  If you don’t, not only can we help you achieve proper planning, we can help implement operations reviews, audits, and other testing you probably are required to do under some compliance laws.

If you accept credit cards, you are subject to PCI-DSS compliance rules.  If you have, touch or can see Protected Health Information, you are either a Covered Entity or a Business Associate and you are fully responsible yourself for implementing policies to demonstrate HIPAA compliance.  If you are a financial institution, you are subject to GLB or SOX.  You should have an extensive plan, tested by outside experts and frequently updated with the latest threats.

It takes one wrong click by an employee or an executive to have an unscheduled test of your plan. Always be prepared is good advice to follow.