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263: Two Guys Pointing To A Mac, Looking Interested & Intrigued

This week we are proud to be sponsored by FLEXdesk, an offering from our friends at Rooted Consulting.  FLEXdesk - Help Desk support that grows with you


-Jerry talks about his recent experiences working with out friends at TidBITS Content Network: https://tcn.tidbits.com

-Sam is disappointed in our train show on the way to ACEs won't make it to air

-Sam has some interesting follow up from a story he shared about iCloud backups not appearing.  Jerry's idea to rename one of the phones was based on an older issue relating to Time Machine backups.

-The FBI telling users to reboot their routers caused a bit of panic for some customers

-Repairs is how Jerry spent his Memorial Day weekend and he laments about the latest iMac glue strips from iFixIt. He also had a heck of a time with a fan repair in a Drobo FS

-privnote.com is the latest recommendation from Jerry for securely sending password information

-Time management seems to be a weak point for Sam as he describes preparing for meetings or presentations

-Jerry talks about dressing up for a new client and a snazzy tie

-Sam discusses a client that pays a lump sum annually and the stress that comes with it

-There is some CrashPlan PROe follow up for Jerry as he recently moved to a Linux hosted solution running virtually

-Somewhat on the heels of recent discussions at ACEs, the guys talk about marking up hosted services if you are doing the legwork to set it up and manage

-Contract discussions come up again and Sam talks about being specific about what is NOT covered just as much as what is

-Jerry has to deal with a family member second guessing his work and making his own recommendations

253: Interview with Justin Maxwell of Smith.ai & Keypad


Justin Maxwell of Smith.ai and Keypad joins us for an incredibly informative and in depth interview.  Most recently the design lead for Google’s Android Auto, Justin has designed products and built teams for Google, Apple, Mint (Intuit), Sony, and plenty of startups along the way.  Here are two of Justin's offerings that we discuss on Command Control Power:

-Smith.ai is a superior call answering & intake service for small & solo businesses. Their live, U.S.-based virtual receptionists capture & qualify leads, book new clients, and build better relationships with your existing clients.

-Keypad is the most advanced & affordable cloud phone system for small businesses.  Keypad offers call routing, call analytics, and many customizations to help you track your performance, and convert more leads.

-Justin takes us through not only the story of how he brought these businesses to life but his life at Apple as an interaction designer for Apple.com

-As we talk Smith.ai, Justin describes the look and feel of the site and how it relates to their customers

-Smith.ai acts as your virtual receptionist, to provide a layer between customers and your business.  At the same time, they are able to weed out all of the spam or unnecessary calls.

-Justin was mint.com's first UX hire and gave him good perspective on small businesses and their needs

-Their team essentially followed around small businesses over the course of a Summer to figure out what their needs were and what they found was that phone calls were the biggest pain point

-Instead of being a brick & mortar company, they utilized VoIP technology and highly skilled employees working from their locations

-"It all starts with a phone call"

-Jerry can't imagine running his business without Smith.ai at this point.  Even just not having to answer calls at client sites to try and make a sale

-Smith.ai's system uses machine learning to help the receptionists make the right decisions over the course of a call and provide the correct answers, versus reading from a script

-Joe & Justin discuss their easy to understand pricing as opposed to minute based pricing

-Keypad is an excellent complement to the Smith.ai service.  Instead of using services like Ring Central, Google Voice or Grasshopper, which can add latency to a call, they developed Keypad.

-You can sign up for the beta of Keypad here

-Simplicity is a focus of Keypad because of feedback the team has received about similar service offerings

-Justin discusses analytics to understand when volume is high or knowing when you need additional support

-Jerry mentions a possible higher tier offering for VIP support and how to tie it in to our monthly services plans

-Joe signs up right here on the show!

-Look out for service offerings in the chat space from Justin's team

250: Interview - Justin Esgar of ACES Conference, Adam Engst Of Tidbits Contenet Network & Adam Rice of AdamRice.org .

Join us all at ACEs Conference on May 9th & 10th in Baltimore, MD! 

ACEs Conference was created for one reason and one reason only: To help IT consultants grow their companies.  With unique, premium content delivered by world-class speakers, ACEs Conference is the place for inspiration, ideas, business networking, and instantly-applicable knowledge. It’s no surprise that our attendees continue coming year after year—just one ACEs Conference and you’ll be sold.

ACEs Conference was created for one reason and one reason only:
To help IT consultants grow their companies.

With unique, premium content delivered by world-class speakers, ACEs Conference is the place for inspiration, ideas, business networking, and instantly-applicable knowledge. It’s no surprise that our attendees continue coming year after year—just one ACEs Conference and you’ll be sold.

Justin esgar

Justin esgar

Adam engst

Adam engst

adam rice

adam rice

Our Guests This Week:
Justin Esgar - Founder and creator of ACEs Conference
Adam Engst - TidBITS Content Network & speaker at ACEs - https://tcn.tidbits.com
Adam Rice - Fellow ACN and ACEs attendee extraordinaire - https://adamrice.org

Just some of the great features of ACEs Conference 2018:
-Sit Down with Charles Edge - Panel Discussion
-Adam Engst will be Moderating a marketing panel
-Mark Berman - Journey Mapping (to be revealed)

-A general discussion brews about how marketing works within the world of small business

-Find that one "golden nugget" that resonates the most with you and introduces new way to thinking about things

-Jerry brings up an excellent question that Justin answers about business owners that may think they know the lay of the land and what ACEs can do for them

-Adam Rice discusses his business location, clientele, and how his first ACEs opened his eyes

-Justin talks about the ACEs Mastermind Group, which continues the conversation after the conference: https://www.acesmastermind.com

-Addigy will be holding a welcome party overlooking Camden Yards on May 8th.  Join us there!

-Tickets are $529 but using the code CCP will give you a 10% discount.  Use your code before prices go up!

-Command Control Power will be doing a Live Show at ACEs Conference 2018 on day 1.  We hope to see you there.


248: Interview with Jeramy LeCompte and Daniel Allen of FLEXdesk by Rooted Consulting


We have the great pleasure of having not one, but two guests on this week.  Jeramy LeCompte and Daniel Allen of Rooted Consulting join us to talk about their outsourced help desk service, FLEXdesk.

Jeramy lecompte

Jeramy lecompte

daniel allen

daniel allen

FLEXdesk is a flexible, outsourced HelpDesk service that allows you to quickly and easily scale your business with a highly qualified and experienced team without adding the expenses associated with traditional employees. This allows you to focus on customer support and gives you peace of mind to provide a great customer experience.

-Daniel answers some questions regarding minimum requirements and overall logistics of onboarding new clients

-Jeramy also talks about providing tier 1 and tier 2 support for their customers as well as offering tier 3 when necessary.

-Everyone on the FLEXdesk team has obtained at least Apple Certified Support Professional status

-They discuss the challenges that all teams face when dealing with a new end user that may be unfamiliar with the personnel

-Documentation is key and makes the handoff seamless to the FLEXdesk team

-Some benefits of FLEXdesk:
    -Allows you to free up time to focus on building your business
    -Takes out the need to hire a full time employee
    -Reduces costs in training and on-boarding 

-Scheduling and prioritizing is a critical aspect of how they operate

-Looking to get started?  Email support@rootedconsulting.org to reach out to a member of the team.  Or visit www.rootedconsulting.org/flexdesk


215: Adam Engst of TidBITS Content Network for Apple Consultants & Will O'Neal


This week Command Control Power is joined by not one, but two guests.  Adam Engst of TidBITS and Will O'Neal of Mid-Atlantic Computer Solutions.  Both guests share their perspectives on the TidBITS Content Network.  Adam is the publisher of TidBITS, a free email and web publication for the Macintosh community.  He has recently introduced the TidBITS Content Network, which provides professionally written, edited, and illustrated tips and articles that its members can use to update their blogs, create a vibrant social media presence, and power email newsletters that people will actually read. Will O'Neal was one of the first subscribers and both gentlemen offer information on not only the creation of TCN but how it can impact your business.  Enjoy!

TidBITS Content Network: https://tcn.tidbits.com/apple-pros/
-Sign up for a free trial today and get TCN content from both July and August!”


Adam C. Engst is the publisher of TidBITS, one of the oldest and most-respected Internet-based newsletters, distributed weekly to tens of thousands of readers. He has written numerous technical books, including the best-selling Internet Starter Kit series, and many magazine articles - thanks to Contributing Editor positions at MacUser, MacWEEK, and Macworld. His innovations include the creation of the first advertising program to support an Internet publication in 1992, the first flat-rate accounts for graphical Internet access in 1993 (with Northwest Nexus for Internet Starter Kit for Macintosh), and the highly successful Take Control electronic book series. In addition, he has collaborated on several Internet educational videos and has appeared on a variety of internationally broadcast television and radio programs. His indefatigable support of the Macintosh community and commitment to helping individuals has resulted in numerous awards and recognition at the highest levels. In the annual MDJ Power 25 survey of industry insiders, he ranked as the second (2000)third (20012002), fourth (2003), fifth (2004), and third (2005/2006) most influential person in the Macintosh industry. He has also been included on the MacTech 25 list of influential people in the Macintosh technical community for both 2006 and 2007, and he was named one of MacDirectory's top ten visionaries. And how many industry figures can boast of being turned into an action figure?


Will O'Neal, founder and president of both Mid-Atlantic and Metro-Atlanta Computer Solutions, has been supporting Macintosh for nearly twenty years. He began his career in 1989 operating Linotronic Typesetters for Darby Graphics and worked his way into technical support after becoming an expert with early versions of page layouts, image editing applications and font management issues. He started MACS in 2002. Since then, the company has grown from just Will to twelve Apple enthusiasts, including six Apple Certified outside technicians. Will holds the title of Apple Certified Technical Coordinator, and he regularly attends classes around the world to stay on top of the latest hardware, software and solutions for business of all types and sizes. Because of Will’s vast experience and desire to stay current on ‘all things Apple’, he is also the Lead Technical Advisor for MACS. He has a passion for providing exceptional service and solutions to his customers. 

169: Interview With Todd Kane, President of Evolved Management Consulting

Recorded August 18, 2016


Todd Kane and Evolved Management Consulting is on a mission to make IT a valuable enabler of small to medium businesses. Bringing 20+ Years of industry experience to your business.

Todd has led technical groups for several of largest and high growth companies in western Canada. Experience with major businesses like EnCana, Canadian Natural Resources Ltd, WestJet, Bell Canada, Long View Systems, and Fully Managed.

His work has been recognized with numerous awards, both technical and business.

Book a Consulting Session With Todd:  http://www.evolvedmgmt.com/world-class-msp

- Great Game of Business by Jack Stack http://amzn.to/2bEvmam

- The Effective Executive by Peter Drucker - http://amzn.to/2bMync0

- BrightGauge dashboard software - http://www.brightgauge.com

- Leading Geeks on money. Money and Fairness
Geeks are generally not captivated by money. It's not that they're uninterested in money; it's just not the primary motivator. Money can be very important to them, but not for the common reasons. Most people who are motivated by money are driven by the power, position, prestige, or possessions that money brings. Geeks not only are generally nor interested in these things; they tend to look down on those who are. Their attitudes toward money are much more tied up in their strong sense of fairness and justice. No one wants to feel taken advantage of; everyone wants to feel fairly compensated for their value. The passion for reason combines with a strong belief... 

- Enjoy Command Control Power and want more commercial free programs? Please visit our Patreon Page where you can support Command Control Power and help us bring you more commercial free programming.

Thanks to all our Contributors: 

Kevin Ginger, kGinger Consulting - Weldon Dodd - Rewind Tech -Mats Schwieger - envision design, llc - Adam Rice -  Daniel Escobar, Proactechs - JD Strong, Strong Solutions - Luis Giraldo, Ook and MonkeyBox

And thanks to our other wonderful supporters who chose to donate without any reward.

167: "Lawyer Up" With David Sparks - Business Attorney

Recorded August 2, 2016


This week, Command Control Power welcome David Sparks, business attorney to discuss the importance of running your IT practice with proper legal documentation. David Sparks is an Orange County, California business attorney and a geek. David is a podcaster, blogger, and author of MacSparky Field Guides who writes about finding the best tools, hardware, and workflows for using Apple products to get work done. David also writes for Macworld Magazine and is a professional speaker on technology.

You can listen to David's podcast on the Relay.FM Network-
Mac Power Users -   https://www.relay.fm/mpu/
and his new show with Jason Snell -  
Free Agentshttps://www.relay.fm/freeagents

You can find David Sparks on the internet at his website - http://macsparky.com
and on Twitter @macsparky

For professional legal business, David can be contacted at Sparks Law http://www.sparksesq.com




- Enjoy Command Control Power and want more commercial free programs? Please visit our Patreon Page where you can support Command Control Power and help us bring you more commercial free programming.

Thanks to all our Contributors: 

Kevin Ginger, kGinger Consulting - Weldon Dodd - Rewind Tech -Mats Schwieger - envision design, llc - Adam Rice -  Daniel Escobar, Proactechs - JD Strong, Strong Solutions - Luis Giraldo, Ook and MonkeyBox

And thanks to our other wonderful supporters who chose to donate without any reward.

074: Managed Services Refresher with Luis Giraldo of Ook and MonkeyBox

Recorded live on October 28, 2014

This week we're thrilled to be sponsored by Smile, makers of TextExpander – which just got a whole lot better with iOS 8 and custom keyboards. Visit smilesoftware.com/restart to learn more.  Try TextExpander for free and tell your clients!

Thanks to Luis Giraldo for joining us once again to discuss Managed Services.

How does one Quantify the Value of Managed Services?

MonkeyBox integrates with Watchman Monitoring

010: Managed Services discussion with Luis Giraldo
041: Managed Services Roundtable with Allen Hancock, Luis Giraldo, and Kevin Ginger, Part 1
042: Managed Services Roundtable with Allen Hancock, Luis Giraldo, and Kevin Ginger, Part 2

068: Motor City

Recorded live on September 16, 2014

Sam's Detroit fast food field trip - old school McDonalds

- 1 Infinite Loop Branded Flak Jacket for those tough road trips - image

- brief discussion of iPhone 6 vs. iPhone 6 Plus; Jerry points out that iPhone 6 has similar footprint to iPhone 5 in Mophie Air case; see also this helpful on-screen size comparison

- Sam follows up about his client with an HP motherboard issue, which HP diagnosed as a bad drive; HP’s hired tech took the hard drive and “completely forgot” about it

- Jerry discusses pitching Watchman Monitoring - When signing up for Watchman, Tweet the hashtag #ccpsentme and let them know you heard about Watchman product here.

- benefit of a personalized “pitch” email written with TextExpander, vs. a generic newsletter; see also Greg Scown, co-founder of Smile, discussing the new TextExpander touch 3

- check out the 1Password App Extension for iOS 8; another example of iOS 8 changing the game for developers and users

- Mac malware/adware discussion; search Google for "Adobe Flash Player" and check out the ad at the top; claims to install Adobe Flash, but shows the Firefox logo, and actually installs Geneo; why doesn’t Google block these ads? why doesn’t Apple block the installer?

- Thomas Reed, author of TheSafeMac.com, writes about recent Mac adware and Apple’s minimal response; also maintains AdwareMedic

Channel Camp registration is open

053: Toxic Hellstew

Recorded live June 3, 2014

Tim Cook quoting Adrian Kingsley-Hughes, ZDNet: "With vulnerabilities such as Heartbleed and Pileup likely to go unpatched on tens, if not hundreds of millions of Android devices, the platform is fast becoming a toxic hellstew that should send chills down the spines of IT admins."

Yosemite and iOS 8 initial impressions

How the OS X Beta Program will affect us as Apple consultants; expect overzealous clients to call for help troubleshooting issues with pre-release software

Family Sharing looks great for home users, but still no way to migrate purchases or merge Apple IDs

Sam reports that AirDrop works between Yosemite and iOS 7

Joe reports that Apple Store is no longer accepting machines at the Genius Bar using "Quick Drop"

Jerry reports that Genius Bar has been lenient when accepting machines from consultants on behalf of clients; no signed letter needed

Difficulty offering help as a Consultant in the Apple Store; would be nice if Apple would more readily refer clients to us as they tend to be thrilled when they eventually do find us

Joe had fun configuring an Automator workflow for a client referred (eventually) by the Apple Store

The Craig Federighi Show from Jonathan Mann

042: Managed Services Roundtable with Allen Hancock, Luis Giraldo, and Kevin Ginger, Part 2

Recorded March 2, 2014

Sponsored by MoonClerk

This is part two of a special two-part Managed Services roundtable feature six members of the Apple Consultants Network, discussing the benefits of a Managed Services pricing model and how to transition a traditional hourly-billing consultancy into offering Managed Services.

Thanks to our brand new sponsor, MoonClerk – an easy and inexpensive way to collect recurring payments for your subscription services.

Thanks also to our special guests for this roundtable:

Allen Hancock, The Orchard Solutions and Watchman Monitoring
Luis Giraldo, Ook Enterprises and MonkeyBox
Kevin Ginger, kGinger Consulting


- offering clients "self service" options through CasperSuite or RobotCloud

- building a "book of service" to work toward an exit plan for your consultancy; building something of value; getting acquired

- the benefits of talking about your service offerings to get comfortable pitching them to clients

- the fact is, servers should be managed proactively to ensure reliability, and Managed Services is a natural way to provide proactive services, billed automatically on a monthly basis consistent with the way services are rendered

- with Mission Critical services, the consultant takes on a psychological burden to ensure that the services keep working; Managed Services makes it equitable for the consultant








Value-Based Fees by Alan Weiss

Small Biz Thoughts by Karl W. Palachuk


Watchman Monitoring






Support menu by Forget Computers


Casper Suite

Backup Minder

033: Marketing and Followup

Recorded on January 14, 2014


- Promise Pegasus R6, 4 TB RAID 6 failed 1 TB drive replacement – live rebuild during a workday, approximately 3 hours; Promise Utility had reported a PFA condition on Drive #5; sent log to Promise support who authorized an advance shipment RMA; drive reported several bad blocks the next day and went offline; drive replaced and RAID rebuilt successfully in 3.5 hours

- Google's algorithms rank local sites higher for local service providers

- Google text ads are often clicked indiscriminately by "normal" people even though we technical people often avoid them

- "white hat" vs. "black hat" SEO techniques

- put your phone number at the top of every page

- put your email address on the page; spam is a solved problem

- good to have separate pages for each type of service you offer, e.g. Remote vs. Onsite

- being a salesperson without sounding like a salesperson

- giving away your time on "good faith" and asking the client to write a good referral; prospects look for recent referrals

- alternatives to the ACN Consultants Locator for reviews, e.g. Yelp

- however, be wary: Yelp often removes positive reviews written by legitimate users, if those users have only posted one review; also, it has been reported that "Yelp will help you remove bad reviews…for a price."

028: Client Gifting and Consultant Go Bags

Recorded live on November 26, 2013

Follow Up:

Joe installed Knock app last week and noticed that it moved itself from the ~/Downloads folder to the /Applications folder without needing to authenticate despite being logged into a standard user account. Joe checked permissions on /Applications and found that the folder permissions were configured to give Everyone Read/Write access. Repaired permissions for the first time in forever and it corrected this and a few other things.


New Mac Pro on December 3rd?  Expect Promise to release new Pegasus 2 alongside Apple's Mac Pro release.  Look for discounts on original Promise Pegasus models.

Jony Ive biography by Leander Kahney, recommended by Jerry

Fast Company Weekend Reading: An Oral History of Apple

Guest Pass app to generate iOS profile granting temporary access to a wifi network

KeyCard app to lock and unlock your Mac based on iOS device proximity

Indigo for home automation

Nest Thermostat and Smoke Alarm

Client gifts: how to select clients? Contract clients? Nurturing existing client relationships and rekindling old client relationships.

Client gift ideas: chocolate macaroons, iKlear kits, scotch

Tip from Ryan Powell: I gift throughout the year by giving new clients a "new client care package" with little Klear singles, microfiber cloth, referral cards  drive savers pamphlet and an explanation of my monthly support plan. The referral card is a little elevator pitch about the company, short link to the contact form with the promise of a free phone consultation, then when a client books an appointment I'm sure to give the referring client a small account credit as a thank you.

Sending a Thank You cards to new clients

Referral credit vs. something tangible like an iTunes gift card

What's in your Consultant Go Bag? Examples:

  • MagSafe to MagSafe 2
  • Thunderbolt to FireWire
  • Thunderbolt to Ethernet
  • USB to Ethernet
  • Ethernet cables
  • USB flash drive with partitions for Mac OS installations, diagnostics
  • FireWire 400 to 800
  • FireWire 800 to 800
  • USB, mini USB, micro USB
  • USB to Lightning
  • USB to 30-pin
  • iPhone Headphones
  • Tools including screwdrivers, spudger, putty knife
  • Memory assortment for all Intel Macs from lifetimememory.com

Joe's current bag: iBackFlip Somersault

024: Clients Plunging Headfirst into Mavericks

Recorded live on October 29, 2013


- Clients upgrading to Mavericks, and then asking for help

- Jerry's medical practice client finds out MacPractice is not yet Mavericks compatible

- Joe's clients encounter trouble with Juniper VPN and SoftRAID

- Sam's client encounters problems with Zimbra, VPN Tracker

run Mountain Lion in a VM to run apps that do not yet work on Mavericks?

- according to VMWare, "Mac OS X 10.5 Leopard Server, 10.6 Snow Leopard Server, 10.7 Lion client or server and 10.8 Mountain Lion client or server are fully supported on VMware Fusion while running on supported Apple hardware"

- Sam mentions CNET article: External drives experiencing data loss after Mavericks installation

- using Roaring Apps to determine app compatibility with Mavericks

- Sam and Jerry advise us to back up (archive) our OpenDirectory databases; this is built into Time Machine starting with Mac OS X Server 10.7.2 Lion

- Mavericks Prep service? flat rate to review installed apps, check file system, and advise client along a self-guided upgrade

Promise Pegasus 2 and SANLink 2 announced

Follow up:

- John Siracusa tests battery life improvements from Mavericks on 2007 MacBook Pro and finds 25% improvement

012: Welcome new members - part 2

An extended water cooler chat with Jerry, Sam, and Joe, discussing issues facing new ACN members, featuring tips from seasoned pros.


- iPhone 5S: Joe doubles down on prediction from Episode 002 that new iPhone would be called iPhone 5S, the S for Secure. Last week, iOS 7 beta 4 leaked a new folder called “BiometricKitUI" including strings containing VoiceOver text describing a "photo of a person holding an iPhone with their left hand while touching the Home button with their thumb"; home button fingerprint scanner + passcode = two factor authentication, iCloud Keychain providing seamless integration with Safari on the Mac


- sending clients to the local Apple Stores for good will and possible referrals vs. earning extra cash for your referrals through the Apple Business Affiliate and Apple Store Affiliate programs

- the added pressures of actively selling your services and promoting a solution vs. passively offering to help

- Jerry does a client impersonation

- what not to do: don't bash a previous tech

- what to do: trust your gut; trust your instinct; let a new client know about the fee in advance and get paid at the time services are rendered; carry a Square card reader and take credit card payment using your iPhone; don't let too much time go by before collecting accounts receivable; document everything; get paid; get a good read on a new client and don't be afraid to say no

- ACN Plus membership; ACN Member Store coupons

- ACN Company membership; multiple locations

- Terms of Service

Memorable lines:

"Don't bash a previous tech." – Sam






011: Welcome new members - part 1

An extended water cooler chat with Jerry, Sam, and Joe, discussing issues facing new ACN members, featuring tips from seasoned pros.


- Gary Hustwit, director of the Helvetica and Objectified documentaries tweeted that the correct pronunciation of Helvetica Neue is "noya"

- Command-Control-power "Have you tried restarting?" first generation shirts funded!


- hybrid Managed Services offerings; Joe's "Tech Checkup", Sam's "Wellness Visits"; Jerry's offering periodic monthly maintenance to check backups, check disks, run updates; discounted rate when paying for six or twelve months in advance

- the advantages of sporting an Apple logo onsite and in public; whether or not to advertise on your car; great sources for logo merchandise aside from the ACN-direct options: ZuseQueensboro

- Apple Professional Services; operating as an arm of Apple; how to get involved with APS? face time with Apple, building a reputation over time

- Francois Daumard, formerly heading up Mobile Technology Competency at Apple in the Apple Consultants Network, left Apple a couple of weeks ago to join Fiberlink, sellers of MaaS360, a cloud-based Mobile Device Management (MDM) solution

- Apple Remote Desktop frustrations; Jerry coins a phrase for dealing with the black screen of doom: "cleaning the windshield"

Memorable lines:

"There's just these big black chunks of blocks and you have to open up a new Finder window and drag it around to have it clean the windshield." – Jerry


- Passenger

009: Backups


- Sam's Office365 email migration


- enlisting help from outside consultants; no one does things the way you do; importance of communicating with clients

- social media for professionals; how to gain followers; who do you want to follow you? great way to get support from vendors; advice from Allen Hancock: want great followers, post nice things about vendors

- ACN Locator Ratings and Reviews; Google Places, Google Plus

- best mobile workstations: MacBook Air 11-inch vs. 13-inch; remote support from iPad

- Tile: product for locating objects

- Leap Motion: looks cool!

- Backup: mirror vs. clone; examples of backup strategies: Time Machine, Carbon Copy Cloner, Archiware P5 (formerly PresSTORE), CrashPlan; the 3-2-1 rule of backup; is needing two forms of media an outmoded idea? reference: the DAM book by Peter Krough

003: The ACN Office - marketing, finding clients, working with AppleCare, the Apple Store

Episode three of Command-Control-power features a wide-ranging conversation with Joe, Sam, and Jerry discussing the topic of The ACN Office.


  • marketing to existing clients, incentivizing referrals vs. mass marketing to public; relative quality of leads
  • Constant Contact, MailChimp, My Emma, Campaign Monitor
  • sticking with what you know vs. "the devil you don't know"; clients also trust a known entity
  • finding clients, never having needed to seek out clients before now
  • PR; marketing
  • press releases in local publications; working with non-profits to get one's name out
  • OnForce vs. ACN
  • Intro to Business at the Apple Store presentation includes an ACN slide; tip from Apple Store Business Manager
  • retail turnover in the Apple Store, especially in the Business Team
  • tip from local Apple Store about increasing ACN referrals
  • working harder to get new business?
  • "Sales"
  • Managed Services vs. Break/Fix
  • revenue streams; recurring fees
  • Wellness Visits, i.e. preventive maintenance
  • running a managed offsite backup service using CrashPlan
  • offering email and web hosting services
  • RackSpace offices in San Antonio, a former mall
  • recurring revenue streams, no matter how small; residuals
  • benefit of referrals from Apple Store; clients feel Apple endorses us
  • a day in the life of an ACN
  • next week: Live from Advanced Camp!


Craig Cohen (@ccohen), Arek Dreyer (@arekdreyer), Ben Greisler (@magikben).