Category Archives: Worldly Advice

Maximizing Your SatCom Budget with Your Provider

GlobaFone remains the leader in providing exceptional client care in the Mobile Satellite Solutions (MSS) market. Sure, price is important but how your provider takes care of you is MORE important.  Our focus is on exceptional client care, not just cheap stuff.

GlobaFone is your best choice for your Iridium service for these reasons (and more!):

  1. We’re one of the most experienced SatCom Service Providers at 19+ years
  2. We offer competitive pricing with the absolute best client care in the industry – the undisputed best overall value for your organization’s budget. And your sanity!
  3. We invented many of the enhancements you see available today:
    1. Inclusive minute plans
    2. Pooled airtime
    3. Customized invoicing
    4. The legendary GlobaFone kit
    5. All others are copies of the GlobaFone originals!
  4. When you change providers you need to swap SIM cards and we have it down to a fine art form. We’ve done dozens of SIM card swaps from two to over 200.  In fact as you read this we are engaged in two SIM swap projects, each just under 100 SIM cards each.
  5. Click HERE to see how easy it is to swap an Iridium SIM card

When you get right down to it, GlobaFone offers you immense value for your time and budget, not just an artificially low price.  You want to be sure that when you or your staff are immersed in an emergency and need help, your SatCom provider will answer.  Switch to GlobaFone and find out what it’s like to have a real partner in your success. 

Hurricane Season 2017 Forecast

Hurricanes are a fact of life and we have a recognized annual ‘season’ – June 1 to November 30.

For many years, we’ve followed the work for Philip Klotzbach and William Gray from Colorado State University.  William Gray passed away last year and Michael Bell has joined Mr. Klotzbach in the hurricane modeling practice.  This year, they call for a slightly below average season.

Click HERE to read the Hurricane Season 2017 Forecast Synopsis

Blowing Up the ‘Lowest Price is Best’ Myth

If your SatCom provider claims, ‘We have the lowest prices’, odds are they only care about your money.  Why else do they offer the lowest price?  Sure, it may seem like a great deal initially, but when you or your people are immersed in an after-hours emergency, and you call your lowest priced SatCom provider for help will they answer?

Probably not.  They didn’t promise you anything other than the lowest price.

At GlobaFone we care about YOU. To best serve you we need to know your situation so we’ll discuss with you the things that are FAR more important than just lowest price:

  • What is your goal with SatCom?
  • How knowledgeable are you about SatCom
  • What do you need SatCom to actually do for you?
  • What functionality do you need?
  • How can we best help you?

We help you understand the SatCom industry: Why one solution is better for you than another, what each solution does, how the best solution aligns with the results you want, and works within your budget. One of our clients told us that he is responsible for the safety of 120,000 employees.  Our CEO, Lou Altman told him that means GlobaFone is also responsible for the safety of 120,000 employees (as far as SatCom is concerned).  As a GlobaFone client your challenge is our challenge, your results are our results.  We partner with you to tackle the issues you face that SatCom can solve.   

GlobaFone provide the best value, not lowest price. Big Difference. 

Sure maybe a GlobaFone satellite phone costs a little more (depending on the solution).  Is it worth it?  That’s your call because you define value.  But consider this:

When you need help, no matter what time of day or day of the week, wouldn’t you prefer to have a SatCom provider that cares about you and not just your money? You need an answer, not a recording asking call back during regular business hours.  So many SatCom users are emergency responders, police, fire and military.  Their/your office is never closed and neither is ours.  24/7 help for a 24/7 business. Disasters happen anytime, not just during ‘regular business hours’.  

We’re here to serve you so please contact your favorite GlobaFone team member who will be happy to help you. Call us at 603-433-7232 or e-mail us HERE

Thanks for Reading!

Know someone who will benefit from this message and information?  Please feel free to forward this message to them so we can help them as well.  The highest compliment we can receive is a referral and we thank you for sharing our message.

What Do They Respect About You?

Respect.  What does it mean to you? 

We all understand it, but how do you articulate it?  A quick internet search and I found this definition:

A feeling of deep admiration for someone or something
elicited by their abilities, qualities, or achievements

Seems about right.  We respect policemen and women, firefighters and military service members because of their selflessness and courage.  We may respect wealthy people because of their financial success or philanthropy or paradigm-shifting vision. We respect schoolteachers because of their commitment to our children.  We can go on and on with who we respect and why we respect them. 

I have a theory on the reason that lowest-cost satellite phone providers, base their business almost entirely on price and price alone. Before we get to that, let me provide some context about respect with these vignettes

  1. I was volunteering at a competition recently where the rules state that there is no running. It seemed the more we asked the kids (15-18 year old) to stop running, the more they did, in fact at one point, upwards of 100 of them ran full speed in full view of our administration team. One of the staff commented about how disrespectful that was.  By contrast a segment of the kids voted to award me the safety star for my relentless announcements about the no running rule and a dozen or so asked for my autograph, most on their running shoes.
  2. On the flight home the woman next to me spent the entire taxi and take-off on her phone, scrolling through Facebook. Taxi and take-off – you know, the time when we are asked to have our phones in airplane mode or off. What life-altering post could not wait the two hours?  I mean, it’s Facebook.  I am not always a strict rule-follower, but I comply with this request, unless it is something really urgent.  And I cannot even remember the last time that happened.  Then, as the harried, flight attendant serving meals, literally juggling trays, she asked for a vodka/tonic.  And we were to be served next!  It couldn’t wait five minutes until the poor woman was finished serving others and it was ‘our time’?  Maybe I’m hypersensitive, or just something about this woman bugged me, but I found her behavior disrespectful.

That got me thinking to the SatCom space – does this translate over to satellite phone providers?  I say it does.  Lowest cost providers are lowest-cost providers because all they respect is money.  That means their decisions are financially-based and they attract like-minded customers – the ‘cheapest is best’ crowd. Lowest cost providers push products, cut pricing whenever there is an objection and cannot or will not provide much or any help after the sale, unless they absolutely must.  They don’t care about YOU and your challenges and desired results, they just want your money. 

Compare this to quality providers that respect your time, knowledge, staff, location, problems, and desired results.  We want you to understand the solution we present so we preface the solution by taking the time to talk with you, educate you, learn about you, your organization and your goals.  Only after doing this will we help you choose the proper solution for you, not merely the solution with the highest profit.  By the way, this dynamic means you will have a provider that is worthy of your business and if they are really good, you won’t ever want to change.  Quality providers understand this and they work hard to earn, and keep your trust.   

There are many providers who claim the lowest prices AND best service.  Beware of them; that duo cannot exist.  If you have the lowest prices, you only care about selling, not serving.  And if you are serving, there is small additional cost added for that knowledge, industry insight, education, extra effort, and after-hours calls.  That kind of support and help is not free, so if you are willing to be fully respected, choose a provider that doesn’t boast about low prices. 

Choose a provider that will fully support you all the way from the prospecting call to that urgent ‘has-to-be-here-tomorrow’ order to that critical, potentially life-saving 2:00 AM emergency support call.  You don’t want to over pay for SatCom and that criteria will be based on the value you feel you receive.  When you over pay, you lose a little bit of money.  By contrast underpaying is far more expensive, especially with SatCom where lives can be at risk.

There are many SatCom providers that will respect your time, energy, responsibilities and your budget.  Choose one of these providers. They respect YOU. 

Not just your checkbook.

Thanks for reading!


What the Trump Victory Taught Us About Sales

The Presidential campaigns get worse each cycle.  I mean, really, “Oh boy 18 months of political jabbering via the 24-hour, instant broadcast news cycle”.  Said no-one ever.  The constant barrage of ugly commercials, the mud-slinging, The PAC ads (that are accountable to nobody for accuracy) the comments out of context that become oppositional mantras….  Yuck.  It’s enough to make you want to hibernate for six months until it’s over.  Yet if you mentally and emotionally separate yourself from the day to day distasteful noise you can make many great observations.  And this election in particular taught us some very important lessons in sales.

Observation 1:  You need to assimilate to the people whose support you request.  Despite the fact that both candidates live in an insular world with which we commoners do not identify (I only personally know a few people who fly in private jets), Hillary compounded the problem by making herself ‘scarce’.  The lack of public appearances, the lack of news conferences, the lack of retail politics, all helped to bolster the aura of elitism.  Look no further than wearing a $12,000 jacket to a poverty event.  It’s a huge disconnect. You need to dive in with us working class if you want to even pretend you can identify with us.   

The Sales Lesson: Build rapport with those to whom you want to sell.  In sales, we use vocal matching, body language matching, even clothes matching. You cannot build rapport from a distance.   

Observation 2:
 The observation 1 disconnect was compounded by the numerous scandals – real or not – that made their way to the headlines.  One set of rules for me, a different set for you.  A repeat on that elitism, where you are not convincing voters that you will serve them, yet you want their support.  We buy from people, we know, like and trust and we buy for OUR reasons, not the sellers.  (Vote for Hillary because she’s a woman?) Hillary Clinton failed at all three – being known, liked and trusted – in fact one can observe that she didn’t even do a good job pretending to be likeable. On top of that was the dual personas; one in public and one in private.  Being genuine, despite faults is likeable. 

The Sales Lesson: We buy from people we like and being genuine is a likeable characteristic.

We can move on to Donald Trump and examine how he won an astoundingly larger share than anyone thought. 

Observation 3:  His bad behavior, foul language, perceived bigotry, or racism meant that he is human, and tasteful or not, he was being genuine.  No well-scripted, well-rehearsed, talking points.  He acts like the rest of us; often fumbling along in a public setting, saying whatever comes to mind (and to his potential detriment) skipping the filter and using the ‘outside voice’.  This is not to suggest that you and I walk around insulting people all day, but it did show that Trump is ‘one of us’.  He’s just another guy, with a more expensive suit and much more expensive ride.  Despite this obvious economic difference, Trump was out there, working the people in front-line fashion, being one of us, making mistakes along the way, being rude and offensive, yet being genuine. It was a very powerful technique. Look at the result.

The Sales Lesson: Get to know your customer so you can associate with what they want.  Peter Drucker said the best way to be successful is find out what people want and deliver it to them. And, I ‘ll add – always be genuine. 

Observation 4:  The biggest lesson resides in what we all want: to be heard and acknowledged.  There was a large swath of the population that came out in force because Trump, real or perceived, acknowledged them. It may have been directly or by association or generalization, but he effectively mobilized a populous that has largely felt forgotten and finally felt as if a candidate was speaking to them, specifically to them.  And they reciprocated, in many demographics (52% of women?) in surprising fashion.

The Sales Lesson: When you acknowledge your customers, they will be more inclined to buy from you.  If you remember that basic notion that your customers are buying for their reasons and they want those reasons heard, you’ll succeed.

The pundits – many of whom were embarrassingly wrong – are soul-searching to figure how they missed the results we saw last Tuesday.  It’s simple – they were looking at this election as the lesser of two bad choices contest.  They completely ignored what was really for sale and who was making the better sales pitch and promising better customer service.

We’ll see how well it all works out in the next four years.

Thanks for reading!

Why Buying at the Lowest Price Costs you the Most

Cheap is for a Reason

Anyone who knows me knows my on-going railing against lowest-priced providers in SatCom space and the farce that they are doing their customers any kind of service. I’ve heard story after story about the complete lack of support that a lowest-priced provider offers, including a disaster-response agency whose lowest priced provider’s ‘support’ is a web page; fill out a form and never get a response.  Perfect: Mission-critical responders who can’t get help.

The conundrum is that we ALL know better – that the lowest-priced providers can never provide any support – yet for some reason, some people cling to the fictional believe that ‘cheapest is best’.  No.  Cheapest is not best: Cheap is just cheap and there is always a reason why something is cheap. Wal-Mart doesn’t provide personalized service and Nordstom’s is not the lowest-priced store.  Let’s consider a John Ruskin quote from over 100 years ago:

There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper, and the people who consider price only are this man’s lawful prey.”
(That lowest price is merely cheap is not a new concept)

I L-O-V-E that guy and his philosophy.  But here’s the thing about SatCom:

Everybody is selling the exact same phone, the same data terminal, the same service plans. 

So how do you choose a provider?  Lowest price?  That’s risky.  Why not use some rational factors? These may include:

  • How much they know about what they are selling you?
  • What are they selling you – The right solution, the solution du jour, their overstock?
  • Will they take care you after the sale? How do you know?

Don’t get me wrong, I like to save money and pay a little less also, but on low involvement purchases like gas, groceries and clothing. These are things that don’t risk my life if they are not working properly and I cannot contact customer support.  But SatCom – where lives can be at stake – why would you gamble with that?  Remember, ‘Cheap is for a reason.’

So you buy a satellite phone at the lowest possible price from a cheap-o provider.  Great, you saved a few bucks!  Here’s the question: Is the amount you saved worth the risk you’re taking? 

I once posed this question to the purchasing agent who was negotiating a state contract.  His response was shocking and revealing.  “I don’t care, it won’t impact me.”  I agreed with him, affirming that when there was an emergency and his state employees couldn’t get help at 2:00 on a Sunday, it would indeed have no impact on HIS life – he’d be comfortably asleep in bed.  But his short-sighted decision would then be jeopardizing everyone who was using that SatCom service.   He awarded the contract to the lower bidder.

We once responded to a bid where the user specified the make and model of the phone. The buyer (not the user) then added the dreaded, “Lower Cost Technically Acceptable Substitute” meaning she would entertain different solutions if the seller could convince her that it would work just as well. Keep in mind the buyer has no knowledge of satellite phones; it’s ‘just another commodity’ to her.  Sat phones, today pencils tomorrow, trashcans on Monday.

The award went to a provider that proposed a lower-priced solution that didn’t meet the user’s specs so he had to spend 150% of the cost of the phone to ‘fix’ the buyer’s mistake.  They paid the lowest price.  Then they paid the highest price.

We all know that spending less money on something means we will get something less. It is an irrefutable law of business, economics, and life.

So why do continue to pretend that buying at the lowest price doesn’t have a hidden price all its own?  It’s an incredibly expensive way to think.

Thanks for reading!


Five Lessons from A Non-Flight

I was supposed to visit a business partner in the Bahamas yesterday to finalize a training program I will be delivering in January.  Thanks to a series of errors, I never made it.

As our departure time came and went, the Captain announced that a certain maintenance certificate had expired last night at midnight (seven hours previously).  When the maintenance crew came to do this inspection, they inspected the wrong plane so our plane was not legal to fly.  We’d be leaving in about 30-40 minutes.  Excellent! There goes my connection….

I looked up the alternate flights and learned that whatever flight I would be move onto would get me there too late for a series of meetings I was to have in the afternoon.  I opted to get off the plane, take my refund and go home.

With ample time to consider my experience, I’ve put together this list of five things that you must build into your client care process:

1) Planning – How a certificate expires seemingly unexpectedly is baffling.  There are some pretty rigorous standards to fly planes with definite expiration dates that are known in advance.  Given the preponderance of scheduling software (that runs my life), someone must have really dropped the ball.  We know situations change but if you plan your work and work your plan, what could go wrong?  Plenty but at least you are prepared.

2) Accuracy – Aircraft have tail numbers on them and inspecting the wrong plane makes me wonder what the crew was doing right before they inspected the wrong plane.  I have spell check, and people to review my math but this is different – matching numbers and letters ought not be a challenge, especially given that the Manchester, NH is small and there were literally two or three of this airlines planes there.

3) Genuine Care – As soon as the flight attendants heard abut the problem, the drinks cart was out  and they went to work serving us a beverage in an effort I’d imagine to lessen the blow of a delayed flight.  When you come from a place of service, you are strong for serving others is the highest calling.  Granted this was just juice and coffee; it was impressive nonetheless.

4) Compassion – Instead  of the typical ‘we’re delayed, too bad, so sad, bye bye’, the Captain said, ‘I’m sure you’re angry and frustrated’.  By acknowledging the pending anger and frustration, he joined our merry little band of 90 delayed passengers.  He then deepened that by announcing that many of the crew we going home and were not happy about the situation.  If you acknowledge the situation but more importantly the impact on your customers, you defuse the situation.  This ‘we’re all in this together’ mentality, aligns customers and providers together instead of the typical ‘us v. them’ dynamic that can be the norm

5) Accept ‘What ‘Is’ – Sure we all would have preferred that the certificate had been renewed and further that the crew had inspected the right plane, but given the situation, we all had two choices: sit and fume and complain or stay calm and just be.  The woman sitting across the aisle from me was the first to loudly spout about how ‘absurd this is’.  I professed that there was a reason this had happened and another passenger said he’d always prefer to be on the ground wishing to be in the air, instead of the reverse.  Who knows what tragedy might have befallen us all in our own way had the flight gone off on time.  Was this avoidable?  Sure.  Was it mostly incompetent?  Yup.  But instead of getting our blood pressure up and escalating into cacophony of angry complaints, we mostly remained calm. At least that was the mood as I took my bags and departed the plan, went to the gate and got my refund.

The plane left two hours and five minutes late so  cannot vouch for what happened after I took my leave.

Despite the fact that I describe the airline industry as the most customer abusive in the world, this particular flight crew did a great job of caring for us hapless souls on the plane that day.  They take pride in their work and it was refreshing to see.  Not only did I take away these lessons to share, I got a full refund. Imagine that – an airline giving a full refund!

Yes, there many reasons it was a truly anomalous day in aviation history.

Credibility is all about You!

Credibility is defined by as, ‘the quality of being believable or worthy of trust.’ Think about the statement: ‘worthy of trust’. What does that actually mean? Before we answer that, let me back up and explain why I am on this vein of thinking.

Facebook keeps recommending ‘friends’ for me because we have 4, 15, 38, 89 mutual friends. Last week on of these ‘friends’ I don’t really know (but know and respect our mutual friend) started messaging me for no particular reason and then it turned inappropriate she let me know that she was…err….lonely. I recommended a course of action and un-friended her.

The week before I had been visiting a client in London to bid happy retirement to my contact of three years and meet the new person. She was amazed that I flew all the way to London just to meet her. This particular client came about as a result of a new employee who had worked with my company at her last position. She was asked who provides what we do and she recommended us. Instant credibility! Since the meeting in London, I’ve heard from another employee needing to get up to speed on what we do. instant credibility number two! Is there anything more credible than an internal referral? External….maybe.

Last week I met ‘the new guy’ at a company where we have been the provider for nearly 16 years (quick – remember Y2K?). The only credibility I had was the past but since he had no frame of reference, he was a little reluctant to just welcome me with proverbial open arms. This is completely understandable. After we chatted for 45 minutes and ran into my last contact in the hallway – who sang my/our praises –he realized I was credible and worthy of trust. Having studied psychology and sociology (and beer!) in college, I was whisked back a bit to the observation post and mental note taking of how the shift happened. If you are reading, thank you for the reminder that credibility needs to be earned on one’s own merits, not just because as ‘he’s a good fella’ as Henry Hill states in the movie of the same name.

So here’s the question about people or companies you do business with:

Do you trust them enough to recommend them to your family/fiends/colleagues? They will all need to decide on the credibility on their own, but would you recommend them in the first place? If so, great, I recommend you do so – I personally love referrals. But if not….. well, why are you working with them?

If you wouldn’t recommend someone to your trusted circle, why are you continuing to spend money with them? Aren’t there better places that deserve your patronage? I’m just asking.

We all work with certain people and companies for a reason; low price, terms of service, recommendations. You define the credibility equation for you. Maybe one store simply has better pricing on commodity products and you’re okay with the lack of customer support. If it works for you, great; that is your credibility.  And it is a very different credibility criterion than a hand-holding experience you may get someplace else.

Credibility is very personal and that’s what makes it so great – designed just for you, by you.

Thanks for reading!