Really! I’m not kidding. Complaints are one of best forms of research you can perform. Complaints are also one of best sources for new product/service ideas. How so? Most people who complain are upset. When people get upset, they are more likely to speak their minds. Most people who complain also like to tell you exactly what you’ve done wrong AND tell you how they would do it better. While your customers’ attitudes may not be something to look forward to, their hidden suggestions are!

Let’s look at this complaint:

“I can’t believe you are sending these huge files through email! How ridiculous can a person be!? That clogs up emails of those of us who are on dial-up for at least 20 minutes. I don’t have time for this. You know, if you had a brain in your head, you’d know about XYZ.com. They burn CDs for about $0.30 each and will ship them to your customers for about $1.00 each. Anybody can afford that price. I’ve deleted your email. When you decide to operate like a real business and send me a CD, I’ll look at it.”

Most budgeting experts will tell you that re-evaluating your overall expenses and cutting each by just a bit will actually gain you more ground than doing without something major that you really need. Here are a few ideas of areas to look at and costs to reduce that can have a major impact on your overall profits.

1) Internet Access - Every online business owner must have access to Web. But consider this. The market is so flooded with ISPs that you have a lot of room to dicker. Start by searching Internet under keywords like "cheap internet access" or "discount isp" to bring up lists of possibilities. Then, do one of two things.

(a) Try some of these independent ISPs. Smaller companies can have high quality service and support just like "big boys". One business owner I know recently switched from Prodigy ($21.95/mth) to a smaller ISP that only charges $12.50/mth with no contracts. She actually liked new provider better and it costs her about half as much. [Savings of $113.40 per year.]

(b) Renegotiate with your existing ISP. Most larger ISPs know you have a choice of a thousand other companies. Because of this, they are normally more than willing to renegotiate your costs. Be honest. Tell them you are a small business owner and you need to cut expenses. Explain that you've been pleased with their service but will be forced to go with someone else if some sort of arrangement isn't worked out. Another friend of mine did this and received 6 months free! Most will offer 2-3 months free and/or a discount with an annual agreement. NOTE: When you approach your ISP, be fully prepared to switch to someone else if your offer is rejected. [Savings of $105.80 per year with 3 months free and reduced, annual rate.]