Guidelines For Group M Customers
and Centurion Club Members

Dear Member,

When you join a club, or become a part of an organization, one thing you usually get is a “Rules and Regulations” manual. The purpose of this is so that everyone can get maximum value from the organization at the same time. Without a “Rules and Regulations Manual,” people have differing expectations, and a few people can bring the whole organization to a halt, and no one gets any value.

Now, I happen to think a “Rules and Regulations” manual is a bit too snooty for my Centurion Club Members and Group M Marketing customers. However, we do need to have some predictability and reasonable expectations on both our parts if we’re going to get maximum value from what I hope will be a long and prosperous relationship. So, my staff and I have come up with some “Guidelines” that will help everybody to benefit, so we can all get on with what we love doing most -- making lots of money and having lots of time to enjoy it.

So, please take a few minutes to read through the following guidelines, and abide by them.

Thanks,

Michael Kimble, President
Group M Marketing, Inc.
Kimble & Kennedy Publishing
“Smart Marketing” Companies

Guidelines

1. Read the Frequently Asked Questions (FAQ) Web page before contacting us. Most of the time, the answer to your question will be at this site, plus the answers to questions you may have in the future. When I wrote these answers I put a lot of time and work into them, and by going to the FAQ Web page, you’ll almost always get a better answer than if you’d talked to us live. You can read the FAQ’s by going to: www.newmarketingsite.com We frequently update these questions, so please be sure to bookmark the site, and check back often. If you do have a question that’s not answered there, or can’t be answered there, there are instructions for contacting us so we can get your question answered as fast as possible.
   
   
2. Read your product Manuals carefully. There’s lots of great information in your product Manuals, and you’ll miss a lot if you just skim. Many questions you may have are usually answered on a second or third reading. Heck, I have Manuals I bought five years ago, and still learn new things from every time I read them again.
   
   
3. Be polite, pleasant and efficient in your communications. If you’ve gone to the FAQ page, or have a service question, please have your question carefully written out when you call (so we can quickly answer it), and be in a pleasant and productive mood. Although it doesn’t happen often, occasionally a tape or report may be accidentally left out of a package. When you ship a lot of packages (as hopefully you too, will be doing too someday), errors happen at times. We’re quite happy to quickly replace anything that may have accidentally been left out of the product, and get it to you as fast as possible. However, while we value you as a customer, I will not allow anybody to verbally abuse my staff via the phone, fax, e-mail or in person. While this very rarely happens (most of your fellow customers and Centurion Club Members really are great people), sometimes someone is having a very bad day and wants to take it out on us. This can ruin our entire day, or if you’re the person who calls after Joe Loudmouth, you won’t get as good service as you deserve.
   
   

   IMPORTANT NOTE: In the past, we’ve had to “fire” customers and/or dis-enroll Members who were rude and/or constantly wasted our time. In fact, here’s some good moneymaking advice for you: “Fire your bad customers.” “Firing” a customer is a terrible sounding technique for making money, and it’s one of the hardest things in the world to do. How does “firing” your bad customers make you money? By getting rid of people who waste your time, and sap your strength. I have over the years, fired customers. And, I have learned a very hard lesson: When you “fire” customers who are rude, you and your staff will be a happier. And when you and your staff are happier, this will be communicated to your customers, and thus, you’ll make more money! Also, if you get rid of customers who are time wasters, this allows you and your staff to be more productive, which also makes you more money! If you have customers who are time wasters and rude, you’ll be better off by “firing” them, and replacing them with good customers.

   
   
4. Be patient while waiting for an answer to your question. We strive to return all correspondence within 48 hours, sometimes much sooner. But, just because you e-mailed us, don’t expect an answer within five minutes. We provide customer service to thousands of customers/Members. Also, our offices are closed on the weekends, so if you contact us Friday at 8:00 PM, don’t expect an answer until Monday or Tuesday.
   
   
5. Do NOT call our 800 number for customer service. Our 800 numbers ring at a small, friendly order taking service, 24 hours a day 7 days a week. They can’t, and don’t do customer service. They do not have access to shipping logs and customer databases like we do. Also, we don’t get any messages from them until the next day. Calling them for anything other than ordering products slows down the answers to your questions. The fastest way for you to get any customer service issue taken care of, is to read the FAQ page, and follow the instructions for contacting us if your question is still unanswered.
   
   
6. Please include all your contact information in all correspondence. You wouldn’t believe how many people e-mail us, or call us saying, “Here’s my question…..” and then give us no way to contact them. Then, they call back unhappy because we didn’t get back to them. Please include your full name, phone #, fax # and e-mail address (or whichever of these you do have) when you contact us so we can get back to you as quickly as possible. Also, please give us a good time to contact you. While we won’t always be able to, we’ll try our best to do so. It’s unproductive for everyone if we’re playing “phone tag” with someone.
   
   
7. Respect the office hours. Our phones are answered “live” from 10am to 4pm on Tuesdays and Thursdays. Now you may get voicemail if you call during that time because our Customer Service Manager may be on the phone with someone else. Leave a detailed message with your contact information, and he’ll get back with you as soon as possible. Outside of office hours, you’ll get voicemail. However, you may fax or e-mail us 24 hours a day, 7 days a week, although fax is usually the best way. Please refer to the FAQ site for the best way to contact us.
   
   
8. Respect everyone’s time. When you contact us, have your request organized so we can take care of it quickly. Respect your fellow customers and Centurion Club Members by quickly getting to the nature of your request. As it was mentioned earlier, we provide customer service to thousands of customers/Members, and we just don’t have the time for small talk and light conversation. So please get to the point quickly when you contact us. We’ll respect your time as well. Also, don’t call asking for Mr. Kimble. You won’t get him. Like Bill Gates, Michael Dell, or Lee Iacocca, Mr. Kimble is inaccessible. That’s why he’s hired a staff. In fact, the only time you’ll get to talk to Mr. Kimble one on one, is if he accepts you as a consulting client, or you have a joint venture proposal that merits his time. Mr. Kimble rarely accepts consulting clients, but when he does, his rates are $700.00 an hour, or $5,500.00 a day plus royalties, if he sees a proposal that catches his interest. If you think you’d like to be considered as a consulting client by Mr. Kimble or you have a serious joint venture proposal for him, you may fax a detailed description to him at (512) 263-9898. If your fax catches Mr. Kimble’s interest, he’ll contact you.
   
   
9. Don’t order a product if you’re planning on returning it. It’s OK to order something to genuinely see if it’s for you, but the sad truth is, most people make the decision to return a product at the time they order it. This is a waste of our time and theirs. We’re not for everybody. Now, we do honor our money-back guarantees, and do issue refunds promptly. But sometimes a product just isn’t for you -- we understand that. We also keep an eye out for those few people who continually order products and then return them for a refund. We know, that in many cases, these people are copying the products and then returning them (we also know people like this never, ever make any money). When we catch someone doing this we “fire” them as a customer, and remove their name from all our lists. Also, if you’re going to give us a reason for a return, please be honest with us and yourself. Every now and then we get a request for a refund because the “audio quality is poor” on a product on which the audio is great. (We listen to the returned product, and the audio is fine.) That wasn’t the real reason for the return, and they know it. If you’re going to return something, please be honest with us about the reason.
   
   
10. We’re about delivering you information products with great content. That means substance over style. You’re not going to see fancy four-color manuals with leather bound covers, or tapes with CD quality audio that have been recorded in a “clean room.” Many of our tapes are recorded (professionally) at live seminars, or even in interviews over the phone. Some are with people who we interview right in our office with our own recording equipment. So, at times the quality may not be “studio perfect” but it is certainly good enough to learn and profit from. Now, occasionally, you may get a bad tape. It happens every now and then, and if you do get one, just let us know and we’ll be very happy to replace it.
    
    
11. Spend your time taking action, not avoiding taking action. As easy as we make it for you to profit with our products, you do have to do a few things like read the Manuals, listen to the tapes and implement what we teach you. So, when one of our products shows up, get excited about, tear into it, get started. Read and study the material, and don’t let anything stop you from taking action. Many times you’ll find that when you start taking action, the questions you had answer themselves -- it’s truly amazing how that works. What you don’t want to do is let a question prevent you from taking action. We’ve had a few former customers and Members who spent all their time asking question after question, instead of taking action. What we discovered was, they were really afraid to take action, and were spending their time “avoiding” taking action by asking questions. We’ve also had customers engage in this “avoidance” by spending time revising their Websites six ways to Sunday, waiting until the “time is right,” or calling with irrelevant questions. Your time is best spent on marketing and making money, and when you start doing this, you will be amazed at how questions answer themselves. So, go out there, and “Just Do It!” You’ll get the most value from our products through “action,” not “asking.”

What Happens If A Customer Or Member
Violates The Guidelines?

As I mentioned earlier, we’ve established these Guidelines so everybody can get maximum value from Group M and the Centurion Club. When everyone follows the Guidelines, I have time to discover and test new marketing and moneymaking strategies that I can pass onto you in my Smart Marketing Letter. Many of these strategies cost me tens of thousands of dollars and months to create, implement, test and refine. Yet, you can use them in 15 minutes for only the cost of your Membership. But, if my staff and I are constantly being distracted by customers/Members who are not following the Guidelines, this keeps us from providing you with outstanding customer service, and the latest, most cutting-edge marketing/moneymaking information. You miss out, and so do your fellow Centurion Club Members. So, please follow the Guidelines.

If someone accidentally violates one of the Guidelines, we’ll usually just send them a friendly reminder, politely asking them to re-read the Guidelines.

However, if someone deliberately, frequently, and seriously violates these Guidelines, then we have to take stronger action. Usually this means “firing” them as a customer and dis-enrolling them from my Centurion Club, which includes refunding every penny they’ve ever spent with us (even if it’s thousands of dollars), revoking any Marketing Licenses they may have, unplugging their Website(s), and removing their name from our database.

Thank you for respecting and following the Guidelines.

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