Category Archives: Outdoor Sports

How to address bad internet press.

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Today one of the challenges we face is just as the internet is an amazing avenue to market your website, products and even yourself it is equally an amazing way for disgruntled users to tarnish your otherwise good name. The internet has given a voice to everyone. Good bad or indifferent people of all walks of life speak their minds freely in every conceivable way on the internet. They also tend to be braver and more disrespectful as they can use the anonymity of the internet to hide behind. So with that said if you work in an online environment long enough you are going to upset someone enough where they will feel it necessary to berate you beyond reproach. I know for a fact most of these people would never act this way or even say anything at all however that isn’t what we are dealing with here.

Let’s say for the sake of argument that you did in fact make an honest mistake and messed up a customer’s order. Maybe you shipped it late or you sent the wrong item. This customer decides that this is the end of the world blasts you on the popular forum or facebook page. If it was in fact your fault, admit it. Respond politely, honesty and with dignity. Accept responsibility for the mistake. Your customer absolutely doesn’t want to hear nor do they care that the UPS or FEDEX guy didn’t show up on time. The only thing they know is they ordered a particular item and you failed to deliver it. So own up and apologize publicly. You would be amazed at what a simple apology can do to calm an irate customer. Now let us say this doesn’t calm them down. Publically offer to make it right. Perhaps offer a coupon code for them to use on their next purchase. What is important here above all else is to take the high road and maintain integrity. Do not under any circumstances lose your cool and retaliate. Continue to offer to help the customer and anyone else reading the post will quickly see who is trying to fix the situation and who is simply there to stir up trouble.

Another solution is heading it off before it ever happens. If you know you did something wrong, such as you discovered you sent the wrong part to the customer because you attached the wrong shipping label to a package, call them first. Do not wait for the customer to be surprised. If you call them before they notice it shows you are on top of your game as a company and it will also give you the opportunity to control the flow of information. You can apologize for the mix up before the customer even has time to get mad about it. More often than not this will solve the problem assuming you have the correct part on the way.

Once again I cannot emphasize enough how important it is to maintaining a high level of composure. Trust me when I say you will be tested like never before. People will say horrible things, make threats and demand ridiculous actions from you. Simply apologize and offer reasonable solutions. Never argue as it will only escalate the situation and make you look unsympathetic.  Again if they are acting like a crazed person on the internet it will quickly become evident. If you have a particularly tricky situation give us a call and we will do our very best to help you smooth over a bad situation.

Nothing to sell in the firearm industry???

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Folks I simply had to touch on this. The past few months the number one bit of feedback (complaints) is that the distributors have no product for them to sell. I ask. What products are you specifically referring to? The overwhelming response is firearms, ammo & magazines. Every customer I talk to repeat this to me over and over. Now I am no fool and understand all too well what is happening right now in our industry. I also understand that there is a definite shortage if you will on those for mentioned products. Here is the major news flash many retailers are missing. THOSE ARE NOT THE ONLY ITEMS THE DISTRIBUTORS CARRY FOR YOU TO SELL!!! The major distributors carry and currently stock tens of thousands of items for the outdoor sports and shooting industries. I know it isn’t the fun stuff like a Sig Equinox or a box of PMags but it is a bunch of stuff consumers want and need. Many of these items are consumables that will be re-ordered from time to time. As a retailer it is your job to show case all these other products. Let’s take for an example a lot of guns have been bought out there and no doubt a bunch where first time gun owners. These people will need all the usual cleaning accessories, targets, hearing protection, gun oils & lubes, bi-pods, shooting rests, belts, holsters etc.  The veteran gun owners will need, sights, tools, parts, spacers, grips, just to name a few. The simple fact is there are way more items to sell than to not sell. I have customers who have truly embraced this mindset and have learned with our help to market and sell a ton of these “forgotten” products. These customers have shown growth in a time when others are stuck wallowing in mediocrity. To survive and do well in any industry you must adapt and overcome with the changing times. As always contact our sales department to learn more. 1-800-699-0820 ext. 1

Fraud Prevention and awareness

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E-commerce and fraud go hand in hand. There are dishonest people out there trying to beat the system or even going as far as aiding terrorist groups abroad. This blog will cover some “red flags” to watch for when processing your orders on your e-commerce website. I will go over the things that we look for as warnings that something may be amiss. I know it’s exciting to get a stack of orders in on your site but you need to be vigilant at this time and carefully screen them. If you ship out a fraudulent order or have it drop shipped from your distributor there is most likely no turning back and it will only be a matter of time before the true card holder charges back the order. You will be left with no product and having to refund the money and will still get billed by your distributor. That is bad and can be a killer for a small business. Here are some things to look for below that could be considered suspect. This list is by no means all inclusive but it will serve as a good guide. If you are unsure about an order call Outdoor Business Network and/or call your merchant service provider. We will be more than happy to help you research the questioned order.
1) Check Shipping, Billing and Customer addresses.
If you see the discrepancies in addresses call your customer to verify ALL information you have received. I would even go as far as casually asking them perhaps what kind of a firearm they are using a particular item they ordered on. If you are worried about the customer being annoyed they won’t be. Treat it as you are simply looking out for their best interest. They will thank you for this. By doing this and verifying they are who they say they are you will also be building customer loyalty and they will be far more likely to repeat business with you down the road.
2) Let Google & Google maps be your friend.
We use these tools all the time when something seems fishy. We search addresses for a multitude of reasons. One thing happening in the fraud world is items are purchased from a legitimate card unbeknownst to the actual card holder. The Customer and Billing address usually match but the shipping address is different. On several occasions we have found that by searching the shipping address we find that it is some form of mail forwarding service. These “services” many times are involved in terrorist activity overseas. If this scenario arises I advise to not ship that order at all.
3) Expedited or Overnight Shipping.

Yes that is correct. The bad guys have figured that they have a limited window of opportunity to use someone’s ill gotten credit card info before they or the bank figure out what is happening. So with time being a factor they want these things shipped out as soon as possible. If you see the faster shipping charges being used call your customer.

4) Larger than average orders.
If your average order is consistent between $100-$150 and then all of a sudden you get a string of orders for significantly higher amounts that could mean you are being targeted.
5) Orders for several similar or identical items.
In the shooting industry by far the most sought after products when it comes to credit card fraud are scopes and holographic optics. I would call and check on every single one of these. These are definitely the hot product and they definitely do end up in the hands of some very bad people. So when you see orders for a scope and definitely when you see orders for multiple scope/optic type items you will again want to contact your customer.
6) International shipping addresses.
A large number of fraudulent transactions are shipped to international address. As far as the shooting industries being concerned I would almost avoid that all together as many items, such as scopes, are prohibited from being sent out of the country without the proper exporting paperwork. If you are going to get into international shipments be sure to do a ton of research to protect yourself as much as possible.
7) Payments with similar card account numbers.
Many bad card numbers are created through various types of software. These numbers are often similar.
8) Multiple orders shipped to the same address.
If a several different cards are used to ship product to a given address especially in a short period of time this may also be an indicator of fraudulent activity. Again the crooks have a limited time frame to work with so they order as much as they can with as many cards as they can in a short period of time.
9) Multiple shipping addresses.

When a particular card is used to ship to several addresses that may also be cause for alarm.

As far as prevention is concerned you can also do the following things listed
1) Educate yourself and your staff
Many of these things are simple to avoid if the whole team is simply on the same page. As a business owner learn about this stuff and pass that knowledge on to your staff. The time and effort spent will be well worth it.
2) Use a reputable merchant services
Good merchant service providers often have many security tools built into your account. Use them! If you are unsure of who is a quality company to work with OBN is happy to make a recommendation as we work with several trusted entities.
3) Use the card security codes
Card Security Codes help verify that the customer is in a physical possession of a valid card during a card-not-present transaction.
4) Use Address Verification System
This will verify the billing address for the card.
5) Call the payment gateway

When in doubt, you can call the payment gateway and verify everything on the card is on the up-and-up. You can verify the card holders name, address and funds. You pay for a service, make sure you are taking full advantage of it.
Nothing makes us happier than seeing traffic and sales come through your site; just as nothing pains us more than seeing fraudulent orders come through. We want to see you succeed in your business plan. It would be easy to change your website to process orders automatically but that would do nothing to stop fraud and be detrimental to the long term viability of your business. Profitability is the objective but nothing short of due diligence will help you accomplish that goal.

Father’s Day: Opportunity for Online Growth

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Get your business ready for  Father’s Day spending.

With over 70 million dads in America, there are plenty of reasons to boost your site this Father’s Day and offer promotions that your customers won’t be able to resist. It is projected this year that more families will be spending money on Father’s Day as it has taken a hit these past few years during the economic recession. For those of you who are not the best at creating specials or haven’t given thought to a sales campaign for this Father’s Day, here are five fun ways to get your customer’s involved this Father’s Day:

  1. Have people upload pictures of themselves with their dads to your Facebook or Twitter page to get a discount at your online store. Customers will be interacting with your social media pages and shopping your retail site.
  2. Bundle a few different packages on your eCommerce site to make shopping easy. Give a discount when customers buy the bundle and give them great, fun names. You could have one with a firearm, ammo and a holster and call it the “For When your Daughter Starts Dating” package.
  3. Do a free giveaway with a gift card purchase. Find an item that is overstocked and use it as a purchase with purchase when anyone gets a gift card for dad. More importantly, most of the time people will find something more expensive than their gift card and your sales will be even higher.
  4. Create a new look for the special, giving customers a fresh outlook on your site. This can be done by uploading new pictures to your homepage or creating a new banner. Through image association, you can train your customers to know when there is a sale and build a sense of urgency – they need to buy now because there is a sale.
  5. Pair up with another local business, maybe a restaurant or a movie theater, and build a package that could be “Dad’s Night Out.” This is something that sites like Groupon and Living Social will be doing, so you can get ahead of the curve by doing a local event or even partnering with a similar website.

Employee Profile: Michael Sell

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Yes, that is his real name. Michael Sell, or Mike as he’s referred to around the office, is the Director of Sales and Marketing at Outdoor Business Network, using his knowledge of the outdoor industry to better serve our customers. Chances are, if an outdoor sport involves a helmet, a flotation device or protective earmuffs, Mike has tried it at one time or another.

Including snowboarding, mountain biking and crossfit training, Mike has begun shooting in tournaments for the International Defensive Pistol Association (IDPA). After working for the security industry at the Fermi II Nuclear Power Station, he decided to do IDPA to keep his perishable shooting skills fresh. He placed 5th out of 12 in the first IDPA tournament he competed in. Mike last competed on May 6th at the Brooklyn Sportsman Club in Brooklyn, MI where he placed 7th out of 17.

More than competing or indulging in outdoor sports, Mike enjoys spending time with his 7-year-old daughter, Aubrie, who is just finishing up the first grade. Aubrie and Mike go sailing and fishing together, but her favorite thing to do with her dad is watch cartoons. Fortunately, though, Aubrie loves all of the outdoor sports that Mike does and is eager to try them all, too. She wants her very own pink cricket, which couldn’t make Mike happier. “I started shooting when I was seven or eight,” Mike said, “and I was hunting by myself when I was nine, toting around a shotgun in the woods.”

Mike smiled as he grabbed his phone to show a series of photos and videos of Aubrie. There are some of them together, making silly faces at the camera, while others show Aubrie passed out on the couch after a long day of playing outside or sailing with her dad. The best were of Aubrie and her pet snake, a nine foot red tail boa named Beautiful. “Of course she named the snake herself,” Mike laughed as he flipped through more photos.

Although Mike has a strong love for almost every outdoor activity and is excited to share those activities with his daughter, his career has been built on a dedication and passion for sales. With 10 years experience directly in sales, Mike has finally found a way to fuse his hobbies and his career. “I love working with numbers,” said Mike, “seeing where there is room for improvement. I like to visualize my goals through numbers and push myself to meet and exceed those goals.”

While Mike does participate in many extreme sporting events, he does have a soft side. Guitar is one of his only indoor hobbies, though he would describe himself as a hack at best. Mike is also an expert on a sewing machine and even makes his own Halloween costumes nearly every year, although it’s hard to picture him at the task. He has a good sense of humor, always ready to laugh with others and at times, at himself. This year, he will be going as Mr. Clean for Halloween.