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Learn from Great Customer Service

Thursday, March 7th, 2013

Roger Pierce image November 2012

Whenever I am shopping, staying in a hotel, eating in a restaurant or speaking with a vendor, I try to pay really close attention to the quality of the service I’m receiving.

As an entrepreneur, it’s a chance for me to learn how companies both large and small can improve customer service. Some experiences wow me, while others disappoint.

Often, it’s the little thoughts and niceties that catch my attention.

Like the clothing store cashier who took an extra minute to reassure me that I could return the item I just purchased. Or, the telephone company representative who voluntarily reviewed my phone bill and saved me $22 a month. Yesterday, a nice dental assistant wrote down my calendar availability and promised to call when a suitable last-minute appointment opened up.

Not every experience can be positive. Earlier this week, an assistant at a hardware store directed me to another hardware store because “they definitely have that part.” Sceptical, I called that other store to discover they did not have that part – saving me a half hour drive across town.

I’ll never shop at that first hardware store again.

It’s been said that customers vote with their wallets and their feet. It’s a wonderful expression because it helps business owners to remember the consequences of improper or inadequate customer attention.

Roger Pierce

 

This week’s guest blogger is Roger Pierce, one of Canada’s top small business experts. He takes what’s he’s learned from starting and running 12 small businesses and shares it with thousands of entrepreneurs worldwide.

His company, Pierce Content Marketing, creates advice-rich how-to articles, guides and videos to help large corporations to engage entrepreneurs.

Roger writes about small business issues for a number of leading Canadian publications. He’s also co-author of the book, Thriving Solo: How to Grow a Successful Business.

He may be reached at Newcomerstartup.com.

 

© DemGen Inc. 2013

Categories : Customer Service, Entrepreneurial Lifestyle, Small Business
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Working From Home With Kids

Wednesday, March 6th, 2013

If you work from a home office and have children, you will eventually have to work with the kids around at some point.

These days many entrepreneurs and business owners make the choice to work from home, either on full or part time basis.  Even if their children are old enough to be in school – there are still holidays, breaks and sick days to consider…

If you have the support of a team, you may be able to take time off while the kids are at home, but what about solopreneurs or business emergencies that only you can rectify?

Plan in advance.

By planning ahead, you can aim to address everything essential on your agenda to get as much off of your plate in advance as possible.  This will help to free up your time to spend more with your children.

Emergencies may still arise, but you’ll be better suited to handle them with a clear agenda.

Try to schedule for work time and play time to achieve a healthy work and family balance.

Educate your children.

Your children may not understand that you are working when you’re at home.  They see you as parents, not entrepreneurs or business owners.

Educating them about what you do will engage them in the process, and help them to understand what you are doing and why sometimes you can’t be disturbed.

By helping them to understand the world of business at an early age, you might also inspire them to become the next Steve Jobs!

Keep your office space separate.

If you are working in the same place where you have family activities, it can be hard for children to understand when you are working versus when it’s their time.

Having a separate office space will help your children to understand that when you’re in that area of the house, you are working.

Not playing where you work will also help you to separate from your work.

Have fun!

Our families are a blessing.  Make sure to schedule time for family adventures whenever you can.

Getting out to have some fun with your kids will give you a break from work and allow you to come back feeling refreshed.  Your kids will also work off some their excess energy, so you’ll have time to catch up on any outstanding work if need be.

If you ever start to feel frustrated by interruptions or distractions, remember that you are blessed to be able to spend as much time with your children as possible.  They really do ‘grow up so fast’.  Not everyone is lucky enough to have the opportunity to spend extra time with their family.

 

Tamara Smith

© DemGen 2013

Categories : Entrepreneurial Lifestyle, Productivity, Time Management, Work/Life Balance
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The Ultimate Social Media Sizing Cheat Sheet

Friday, March 1st, 2013

We stumbled across this ultimate social media sizing cheat sheet produced by LunaMetrics and had to share!

This cheat sheet provides the key dimensions for all social networks. Enjoy…

The Ultimate Complete Final Social Media Sizing Cheat Sheet LunaMetrics

 

Facebook
Timeline
Profile Picture 160 x 160 px Must be uploaded at least 180 x 180 px
Cover Photo 851 x 315 px
About Us 255 Characters
App Preview Image 111 x 74 px
Total Length of Apps bar (including gaps) 350 px
Timeline Profile Picture 32 x 32 px
Shared Image 403 x 403 px Photos can be viewed up to 960 x 720 px in the lightbox and expanded up to 2048 x 2048 px.
Shared Facebook Video 403 x 226
Status Update 63,206 characters
Shared Link Preview 156 x 116 px Editable, can be set with the og:type meta property
Shared Link Title Tag Up to 100 characters Editable, can be set with og:title meta property
Shared Link Metadescription Varies based on available room
Highlighted Post or Milestone 843 x 403 px
Highlighted Video Post or Milestone 843 x 475 px
News feed
News feed profile picture 50 x 50 px
News Feed Status update Up to 5 lines of text before Facebook truncates & appends ‘See More’ at the first break after the fifth
Shared Image Landscape 398 x 296 px
Portrait 296 x 398 px
Square 320 x 320 px
News Feed Sponsored Story Profile Picture 32 x 32 px
News Feed Sponsored Story Image Landscape 358 x 268 px
Portrait 268 x 358 px
Square 300 x 300 px
Shared Facebook Video Preview 403 x 226 px
Shared Video Link Preview 130 x 73 px
Shared Link Thumbnail 90 x 90 px
Shared Link Title Up to 100 Characters Editable
Shared Link Description Varies based on Thumbnail & Title Size Editable
Ads
URL Ad Title 25 Characters
URL Ad Copy 90 Characters
Page Ad Profile Picture 50 x 50 px
Page Ad Title Page Name
Page Ad Copy 90 Characters
Page Post Ad Profile Picture 32 x 32 px
Page Post Ad Title Page Name
Page Post Ad Copy First 90 characters of selected post First 120 characters if post is text-only
Page Post Ad Image 90 x 118 px
Page Post Ad Video Preview 128 x 72 px
Page Post Ad Link Thumbnail 50 x 50 px
Sponsored Story Fan Picture 50 x 50 px
Sponsored Story Profile Picture 32 x 32 px
Premium Page Post Ad Profile Picture 50 x 50 px
Premium Page Post Ad Video Preview 185 x 104 px
Premium Page Post Ad Image 168 x 128 px
Twitter
Profile
Background Image 90% of visitors see first 78 px of the background
67% see 204 px
43% see 247 px
21% see 284 px
Recent Image Preview 90 x 90
Profile Picture 81 x 81 px 4 px border
Tweet Length 140 Characters
In-stream
Profile Picture 48 x 48 px
Shared Media Tweet Length 140 characters, including link
Shared Link Preview 120 x 120 px Must be at least 60 x 60 px
Shared Link Title First 70 characters of twitter:title tag
Shared Link Description First 200 characters of twitter:description tag
Shared Image 375 x 375 px
Shared Video Preview 435 x 244 px
Video Details Video Title and first 160 characters of video description
Google+
Company Profile
Cover Photo 890 x 180 px
Profile Picture 250 x 250 px 5 px border
Horizontal Profile and cover photo gap 614 px
Status Update 100,000 Characters Can include hash tags
Shared Link Thumbnail 150 x 150 px
Shared Video Preview 497 x 279 px
Shared Image 497 x 373 px Can be uploaded and viewed up to 2048 x 2048 px
YouTube
Branded Channel
Content Container 970 px wide
Mappable Header 970 x 150 px Can map links off of YouTube
Profile Picture 55 x 55 px
Featured Video 640 x 390 px
Video Thumbnail 288 x 162 px
YouTube Brand Channel Background Size 90% of users see 8 px on either side of the content container Up to 1 mb in size
67% see 136 px
43% see 180 px
21% see 216 px
Video
Title Up to 100 characters
User Banner Up to 170 x 25 px
Video Preview 640 x 390 px
Description Up to 5000 characters
Tags Up to 500 characters Hidden, can be found in page source under “meta:keywords”
Recommended Playlist Details Playlist Title
Recommended Playlist Large Thumbnail 120 x 67 px
Recommeded Playlist Small Thumbnail 40 x 25 px
Recommended Video Details Video Title, Author, and Views
Recommended Video Thumbnail 120 x 67 px
LinkedIn
Overview
Horizontal Logo 100 x 60 px
Cover Photo 646 x 220 px
Company Square Logo 50 x 50 px
Company Comment Logo 30 x 30 px
Shared Link Thumbnail 180 x 110 px
Shared Link Details Shared Link Title and up to 230 characters of description. The description is editable.
Careers
Careers Cover Photo 974 x 238 px
Products and Services
Products and Services Banner Image 646 x 220 px
Product Image 100 x 80 px
Product Details 100 character title and 2000 character description
Pinterest
Profile
Profile Picture 160 x 165 px
About Section Up to 200 characters
Boards
Board 222 x 207 px
Big Thumbnail 222 x 150 px
Small Thumbnails 55 x 55 px
Pins
Profile Picture 32 x 32 px
Pin Image Preview 192 x scaled height
Pin on board 222 x scaled height
Pin
Profile Picture 49 x 49 px
Pin 600 x infinity

 

Categories : Business Tools, Marketing, Small Business, Social Media
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Goals Are Scored by the Skills and Synchrony of a Winning Team

Thursday, February 28th, 2013

Sometimes it takes getting to the very end of your ‘solopreneurial’ rope to realize there is no more you can do, following your current game plan, without losing grip. The challenges you face may take you to the brink of giving up on your cherished dreams. You’ve been proudly—perhaps stubbornly—handling it all by yourself, and now a change of strategy seems inevitable.

Finding yourself in such a position is nothing to be ashamed of. Even Superman had his kryptonite. You may be a very creative, energetic and confident visionary who is simply living through a time when you are bereft of ideas, struggling to keep up with your tasks and faltering in self-assurance. You may even believe that you will not make it through your current situation because you don’t have what it takes to do so.

That realization could be the most critical—and hopeful—one you have, because finally, this ‘failure’ (of all your smarts, discipline, determination and talent) opens your eyes to a new way of being successful, a new truth:

It’s okay to enlist help to accomplish your goals.

In fact, it’s a very smart move. You are capable of accomplishing many more important things, and doing so on a timeline, when you have the support of a team of experts. Delegating to each of them the tasks that match their genius abilities and talents allows you to keep your eye on the prize and use your entrepreneurial skills on the most critical tasks for you to perform. It allows you to shine brightly like the star that you truly are.

Seeking help for your business can bring balance to your life, time for you to enjoy other pursuits, hobbies and precious time with your loved ones. It can transform the ‘end of your rope’ into the essential lifeline that your company needs to rise above its current struggles.

Make yourself and your vision a high priority in your business. Surround yourself with capable teammates to help you ‘score’ your company goals. Connect with expert coaching and assistance; that is how to become a superstar.

Julie Nierenberg

© DemGen Inc 2013

Categories : Entrepreneurial Lifestyle, Productivity, Small Business, Virtual Teams
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Yahoo Is Wrong: Telecommuting is the Way of the Future

Wednesday, February 27th, 2013

Despite what Yahoo may think, telecommuting is the way of the future. After an internal Yahoo memo was leaked to the Wall Street Journal on Friday about the company’s decision to not allow employees to telecommute, the internet has been rife with objections.

Here at DemGen we’ve built a successful business that’s helped countless entrepreneurs, virtually. We empathize with Yahoo employees who are now being forced to potentially spend hours commuting.

We’re clearly a bit biased in our belief that telecommuting is the way of the future, because it’s what we do and we’re great at it. In the wake of Yahoo’s news, we’re overjoyed to see the world agrees with us!

Forbes says Marissa Mayer is wrong, freedom for workers means productivity for companies. MSNBC warns the experts say telecommuting is here to stay. Harvard Business Review explains that virtual teams outperform traditional ones.

We’re keenly aware there is a portion of the market that isn’t ready to be convinced that telecommuting can increase results, revenue and productivity. Our clients understand this and it shows in our case studies and testimonials.

In working with countless successful entrepreneurs working form a home office and doing so internally, we’ve realized that the common trend is that we all need to force ourselves to stop working. Instead of counting down the hours to get out of the office, we’re excited to start working and don’t want to stop.

We do realize that there are certain things that can only be completed live.  We are speaking to all of the other tasks that could be completed in the time it takes to commute or have a water cooler conversation.  Let’s face it commuting is not motivational.  It’s also expensive and not good for the environment.

Going virtual and telecommuting is the way of the future.  It increases productivity and gets results. This trend clearly here to stay and will continue to grow.

Yay virtual!

Tamara Smith

© DemGen Inc 2013

Categories : Entrepreneurial Lifestyle, Virtual Teams
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Lessons for Entrepreneurs from the Worst of Dragons’ Den and Shark Tank

Saturday, February 23rd, 2013

There are a lot of lessons to be learned by entrepreneurs from the worst pitches on Dragons’ Den and Shark Tank.

Here are some examples of the worst pitches from around the world and our thoughts on why they didn’t succeed.

 

No Fly Cone – Shark Tank (US)

Even a surprise appearance by Seth McFarlane couldn’t help this guy’s business.  Unfortunately, the logistics for his product, well, stunk.

 

Happiness Product Line – Shark Tank (US)

We’re all about conscious business and love this idea!  But realistically, how likely was it that the Sharks would go for an idea like this?  Unfortunately, given her numbers, her business is still more a hobby than a business.

 

Bottled Intentions – Dragons Den (Canada)

There’s something to be said about the power of intention.  Perhaps the product would’ve had a chance if it was from a well known expert in the field or a coach, author or speaker.

 

CrowdFanatical – Dragons Den (Canada)

This business might have had a chance (however doubtful), if his numbers weren’t inflated, with no plan for how to get there.  Realistic, achievable numbers and a strategy to get there are always key.

 

UV Bodysculpture – Dragons Den (UK)

As much as the Dragons fell in love with this guy’s personality, there were some major flaws to his pitch.  If he couldn’t make his product successful for almost two decades, what would help now?  Business owners need to prove it themselves first.

 

Female building company – Dragon’s Den (UK)

With no knowledge of the Dragons, no background in the field, no sales and a borderline discriminatory and sexist business, this one was hard to watch.  A bad attitude is a never a good idea when unprepared.  Be someone people want to work with.

 

Did we miss any great ones?  Share your favourites in the comment section.

Categories : Business Experts, Entrepreneurial Lifestyle, Entrepreneurial News/Stories, Marketing, Small Business, Starting a Business
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Save Time and Money Working With DemGen’s Virtual Team

Friday, February 22nd, 2013

Here at DemGen we’re keenly aware that entrepreneurs and business owners can save time and money by working with a virtual team.

This Working in a Virtual World infographic is a visual representation of how virtual teams will save you time and money, compared to traditional practices.

Working in a Virtual World

Working in a Virtual World infographic

 

If you’d like to know more specific information about how our virtual team can save you time and money, while helping you get results, download our free report 101 Ways a Virtual Team Will Grow Your Business or schedule a no-obligation Discovery Call today!

© DemGen 2013

Categories : Entrepreneurial Lifestyle, Productivity, Time Management, Virtual Teams
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How Virtual Teams Provide the Best Customer Support

Wednesday, February 20th, 2013

Wondering how virtual teams provide the best customer support and service?

Not since the Industrial Revolution have businesses seen the types of advancement in work styles that have brought on the birth of virtual teams and with them, customer support has flourished.

With constantly evolving innovations in technology and an economy in recession, more businesses than ever hire outsourced virtual support for their customers. If you are outsouricing customer service or support, here are the core questions to ask yourself: How can you give customers the best service and maintain a high level of integrity? What are customers looking for?  What can your business and virtual team provide that no one else can offer?

The most important request that is heard repeatedly from customers of our clients is to have support staff in place and available. Customers should not have to wait.  They want someone to converse with them in a way that they understand, while also taking the time to ask pertinent questions and listen to the answers without interruptions. If there is something they don’t understand, it should be explained fully, especially if it involves payment for services. This means in depth knowledge of the product or service that you are offering.

The second concern with many clients is confidentiality and security. They need to know that any information they pass on will remain within the company and only be available to those who absolutely need it. Access to private information needs to be limited. It is important to go over system processes and ensure that the customer’s account information will not be compromised at any time.

Finally, a measure of excellent virtual customer support is a team that follows up, preferably by phone. Many customers at some point will call back with questions or problems about your service or product. The best way to retain customers is to always follow up, whether they have made a purchase or not.  This helps your customers to feel recognized and important, even if they didn’t immediately make a purchase yet.

Retention of customers who make ongoing purchases will provide the backbone of any business. Having a process in place to ensure they receive excellent customer service is the best way to do this. These customers, the most important, loyal customers, will help to increase the customer base by word of mouth.

Virtual teams providing customer support need to be twice as organized as on-site customer service representatives. They usually use their own CRMs and other in-the-cloud management software. All members of the team should be focused on making sure they are up to date with the latest technology as they are competing with other virtual teams that are available. The virtual work style is here to stay and forces accountability. Diverse abilities and enthusiasm for excellence will pave the way for increasing opportunities in virtual support.

“It is a funny thing about life: If you refuse to accept anything but the best you very often get it.” -W. Somerset Maugham

Chris Draper

© DemGen 2013

 

 

 

Categories : Customer Service, Entrepreneurial Lifestyle, Lead Management, Quotes, Small Business, Time Management
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Use Intuition to Grow Your Business

Monday, February 18th, 2013

For success, simply tune into and activate your factory installed intuition to grow your business.

If you have been an entrepreneur for a while, chances are you have experienced some ideal and a few not ideal business relationships.  At first glance the not ideal relationships can appear to be an unfortunate circumstance, some are just disappointing and some can come with a minor to major financial impact.  Yet it’s all a part of our growing and learning and I’ve learned to appreciate all experiences.

Having started five companies and been a part of several dozen others, I’ve experienced and witnessed my share of both.  I was inspired to write this on the heels of two, back-to-back, unrelated testimonies that “I was right” not to proceed or pursue working with two separate opportunities sensing they may not be ideal.  In Case #1, I was introduced to someone by a trusted source, who could apparently move mountains in growing companies.  Although I liked the person, by the end of a fairly exhaustive initial meeting, there were a lot more NO’s than YES’s in my mind.  I requested some time to reflect and had a few briefer follow up calls to reaffirm that it was a NO.  Subsequently, another colleague who knew how I felt about Party #1, proceeded in a side project and basically said “WOW, you were so right about that one!”  In other words, it was an “all hat and no cattle” situation.

In Case #2, I had an initial meeting with someone I respected and he introduced me to a new partner he was teaming up with for a new venture they were collaborating on.  They were very interested in utilizing our service platform as a turn-key partner that could handle all of the lead generation, administration, systems and customer service.  Party #2 alerted my Spidey Senses immediately and I knew I could not work with them, so I listened politely, asking a few essential questions and took a pass on this seemingly awesome opportunity.  10 months later I find out Party #2 embezzled and bankrupted the new venture within the first few months of start up.  Even though the venture was cash flow positive very quickly, it collapsed and hurt quite a few people.

The really interesting thing is that I found out about both of these unrelated scenarios on the same day even though they occurred over a year apart.

So how can you tell if someone can and will do what they claim? It’s unfortunate that these circumstances exist, but they do.

Whether it’s a new staff member, potential customer, service provider or potential strategic partner, I’ve learned that I always want to take time to percolate on the opportunity and in some cases get second opinions when appropriate.  I also know the value of having a map that outlines the key characteristics of what I am seeking in any of these types of relationships which includes sharing similar values.

To me it’s all about continuous learning, knowing who I am and what my company stands for.  From time to time, we encounter potential clients who become a little paralyzed because of previous experiences and unfortunately they come into the relationship with some distrust.  They have a need that we can fulfill, yet use excuses to put off doing business or decide to go with a seemingly less expensive route to better hedge their bets in case they get burnt again.

These are good people reacting (operating out of fear) in a way that I believe will ultimately not serve them well.  Instead of  taking the lesson to be clear (operating from confidence and knowing) on their natural instincts, they blanket most new relationships with distrust.  By no means am I judging this, as I admit I have done the same many times.  I have fluctuated between clear and concise to a lower energy or weaker state.  Obviously the recent examples I cited above re-fuel me to trust myself.

I encourage you to do the same: fall still and know that you know.  You know which guru/knowledge expert you seek support from has the right tools, information and delivery method that will suit you.  You know which team member or partner is best aligned with your vision/values and shares an entrepreneurial passion.  And you know which potential customers will be around for the long haul, who trusts you and appreciates what you do for them, tells others and openly shares their successes.  My belief is this is innate knowledge, accessible by all, factory installed and just needs to be activated.  Do I get it right all the time?  No, yet my batting average is 700++ and ever-increasing!

Trust your intuition to grow your business.

To your knowing and growing,

Gary

© DemGen Inc 2013

Categories : Entrepreneurial Lifestyle, Motivation
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The Pets That Support Our Virtual Team

Sunday, February 17th, 2013

For those of us that have the pleasure of working from a home office, we all know that there can be many distractions. Are these distractions welcome? Well, when it is a furry member of our family sometimes these distractions can be fun!

Our virtual team here at DemGen has a family full of pets to either enhance our days or cause those little bumps in the business world. February 20th is Love Your Pet Day so we wanted to share how we at DemGen manage our day to day work lives, while also including our cuddly creatures as well.

Pets can make it hard to get things done through the day. Do they want a walk when you really feel you don’t have the time? Do they walk across your keyboard as you try to type an important document? Do they bark for no reason just as you are starting a call? Is your desk covered with dog treats and cat toys? Is your lap full of lap dogs and not a laptop?

All of these things can be also viewed as needed productivity. If it is time to walk the dog view this time as a needed break for you also. You can come back rejuvenated and full of new ideas. If the cat is filling up your desk space view this time as a time to stay at your desk and push forward getting more and more done.  Who knows what that frisky feline will get up to if you leave him alone with your computer! The comfort we get from our pets is as therapeutic as it is hectic at times. When you are having a day that you feel is just not going well, a soft cuddly snuggle with Kitty or a game of fetch with Rover can be all that we need to help get our day back on track.

Giving our pets their own area in our workspaces will often help. Keep their beds or crates in the same area you are but not right beside you. They will enjoy the comfort of being near you but hopefully without too much distraction. Keep a ball or a play toy near or on your desk. As you are on a call, maybe a quick toss of the ball to Fido may just keep him distracted to keep the call going successfully.

We all love and cherish our pets as parts of the family and working from home can make that connection even better. Some of our DemGen family pets can be viewed below and remember Feb 20th is Love Your Pet Day…. But so is every other day!

Harry – Ragdoll/Persian cross cat. Owner: Chris Draper of DemGen. Harry is known for lending a helping hand when it really isn’t needed. His favorite pastime is to hit the redial button or even the speaker on Chris’ phone at most inopportune times!

chris_cat

Harry

Slink the mini dachshund and Charlieferb the Himalayan beauty. They are the best of pals that entertain Lisa Messervey of DemGen throughout her work day.

lisa

Slink and Charlieferb

Smokey and Busta are the beautiful rescues of Tamara Smith of DemGen. Smokey is a tiny kitty that thinks she’s huge. She has stared down dogs and may think she is one, given she loves to fetch. Busta is an overly social character that loves to bring friends home to hang out, much to Smokey’s chagrin.

smokey

Smokey

busta

Busta

Maggie May (yes named for the Rod Stewart song, as she already had a cousin named Maggie) came to the home of Dan and Pam Christie, both of DemGen, as an 8 month old rescue chocolate lab/beagle mix. Initially she was scared of everything from brooms to people. Now 3 years later Maggie May has adjusted to and loves the stream of people in and out of the busy business-based house each day. As you can see she is a Detroit Red Wings Fan and her never ending love is a blessing to this family. Just watch the tail go when you say T R E A T!

pam

Maggie May

Introducing Shih-tzu’s Tucker (left) and Willow (right) owned by Kim Miller of DemGen. Tucker is 10 years old and loves to spend his time napping during the work day when Willow lets him. Willow is a typical 10 month old playful puppy and she loves to spend time on a lap in place of a laptop!

kim

Tucker and Willow

Thanks for taking the time to enjoy our pets as much as we do!

Kim Miller

© DemGen 2013

Categories : Entrepreneurial Lifestyle, Time Management, Virtual Teams, Work/Life Balance
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