In the course of building websites for our clients, we are always trying to build sites that are graphically stimulating and meet the standards of the current crop of browsers. Probably the biggest challenge has been keeping up with the evolution of Internet Explorer in recent years, more standards compliant than ever in the latest version, Internet Explorer 8. Nonetheless, we have typically found ourselves testing for Internet Explorer and “everything else”. The current browsers used for testing on my computer are Internet Explorer 8.0.7600.16385, Firefox 3.6.7 (just updated last night), Google Chrome 5.0.375.99, Opera 10.6.0 (3445), and Safari 5.0 (7533.16), all running under Windows 7 Pro.

I am amazed at how often I will look at somebody’s website, either homemade or built by a careless webmaster or simply not updated to meet current standards, and think, “This business has no idea what their site looks like in Internet Explorer 8 (or, conversely, Firefox).” Some people use Firefox and have never viewed their site in Internet Explorer, or use an older version of Internet Explorer and have never seen their site in Internet Explorer 8. Others might be running Macs and have not seen how their site appears to the vast majority of visitors on the Windows platform. In other instances, sites have been built to resize to a percentage of available pixel width on the viewer’s monitor … a true formula for disaster, with text and graphics reflowing out of control. In many cases, there would be some rude awakenings. I wonder if people know how their sites appear on a large monitor with a high screen resolution, and you cannot afford to ignore visitors to your site running on a variety of other platforms, from Linux to iPhones.

It is time for a reality check. Using one of our high traffic website’s Google Analytics statistics for the past 30 days, 71.35% of visitors are using Internet Explorer, 16.11% are using Firefox, 7.74% are using Safari, 3.85% are using Chrome, and 0.16% are using Opera, but that is only half of the story. What we have discovered is that, in an attempt to build sites that are compatible with the latest browser versions, without careful testing, it is easy to have a site that looks fine in Internet Explorer 8, but looks bad in Internet Explorer 7 and even worse in Internet Explorer 6. Unlike Firefox, which goes out of its way to encourage users to quickly and easily update to the latest release, many users are running older versions of Internet Explorer, despite the serious security implications involved. Using the same site’s Google Analytics stats, Internet Explorer users break down as follows: 65.88% are using Internet Explorer 8, 24.27% are using Internet Explorer 7, and 9.85% are still using Internet Explorer 6!

If your site looks gorgeous on your monitor, I would suggest that you do not sit back on your laurels and presume that everyone else is enjoying the same experience. You need to do some testing and, if necessary, some reverse engineering in order to insure backward compatibility with older browsers. Keep in mind that, under our statistics, approximately 25% of current visitors to your site are likely to be using an OLD version of Internet Explorer … old versions that may not support such commonly used features as layers and transparency.

If you do not have the benefit of a computer with older browsers installed on a test platform, there are some free online tools that will help you to identify browser compatibility problems. I recommend the following:
Browser Shots will allow you to generate screen shots of any URL in your choices from over 75 browser variations on the Windows, Linux, and Mac platforms.
http://browsershots.org/
IE NetRenderer is a somewhat faster and more streamlined tool that will allow you to check a page in Internet Explorer 8, 7, 6 or 5.5. It will allow you to quickly identify any problems.
http://ipinfo.info/netrenderer/

Once you have identified problems, then you can ask your webmaster to program the necessary fixes. If your webmaster does not know how to make the necessary programming changes (or just brushes you off by suggesting that you convert your site to run under a content management system), it may be time to consider a change.

Just in case there were any doubts about the validity of my previous post, here is a current real-world example in evidence. One of our clients is a tea merchant who owns the trademark to Hu-Kwa tea. They have owned the hu-kwa.com domain name for quite some time now. Last week, I was contacted by two companies within an hour, each offering to sell me hukwa.com (without the hyphen), one using multiple e-mails. The first was a company called Flex Media / Flex Media Domains, which sent me an e-mail which included a “Priority Sales” hyperlink. This outfit is supposedly located in Hollywood, Florida. The second contact came in the form of three e-mails from InTrust Domains / Domain Names International / eTraffic Services, an outfit supposedly located in Colorado Springs, Colorado, sending me what they called a “Priority Domain Availability Notice. According to their website, they “currently manage a portfolio of approximately 10,000 domains, with about 70 new domains added each day.” I did a whois lookup at the time, and it very suspiciously showed nothing. I replied to this second company via e-mail, asking them for a price and the registration history (no reply, of course), although their e-mail directed me to a form where I could “express my interest”. I didn’t use the form with either of these outfits. Yesterday, I was contacted again, with a follow-up offer to sell me the “now available” hukwa.com. This time I clicked on the form, out of curiosity. It said that the price would be $397.00 and had a payment form.

I just did another whois lookup. Guess what? The company that contacted me yesterday registered the domain name YESTERDAY. I am guessing that happened immediately upon my clicking on their link! Either they are also “tasting” for 5 days, or – once they’ve had somebody express interest – they actually will keep the domain for a year. The price is $397.00 for a domain that they bought yesterday for about $6.00 (and can probably get refunded under a grace period).

Here is the current whois lookup information for the domain:
Domain Name: HUKWA.COM
Created On: 08-JUN-2010
Last Updated On: 08-JUN-2010
Expiration Date: 08-JUN-2011
Sponsoring Registrar: THREADSHARE.COM, INC
Status: ok
Registrant Name: Domain Admin
Registrant Organization: InTrust Domain Names
Registrant Street1: 4845A Pearl East Circle
Registrant City: Boulder
Registrant State/Province: CO
Registrant Postal Code: 80301
Registrant Country: US
Registrant Phone: (1)(866) 582-2599
Registrant Email: domain@itdomainnames.net
Tech Email: domain@itdomainnames.net
Name Server: CALL.303-800-0310.COM
Name Server: FOR-SALE-AT.INTRUSTDOMAINS.COM

Check out the “website” of their registrar: http://threadshare.com/
Does this look like the site of a legitimate registrar? Not in my mind.

Here is the whois lookup for ThreadShare.com:
AboutUs: threadshare.com
Registration Service Provided By: Thought Convergence
Contact: domains@thoughtconvergence.com
Domain name: threadshare.com
Registrant Contact:
Thought Convergence, Inc.
Domain Administrator ()
11300 W. Olympic Boulevard
Suite 900
Los Angeles, CA 90064
US

ThoughtConvergence.com is located at the same address in Los Angeles.

Totally legal. Totally unethical. Isn’t the Internet wonderful?

For quite some time now, I have had a suspicious feeling that one of my increasingly frequent observations was far beyond a matter of coincidence. Have you ever performed a whois lookup to check on the availability of a domain name, confirmed that it was available, but delayed registration of the domain until a later time? Sometimes it seems reasonable to presume that a domain name might be so obscure and highly personalized that there would be no chance that anyone else might consider registering that same name for years, if ever. Well, it turns out that this would be a bad presumption because in far too many instances that domain name would be lost moments later. You will have been the victim of a practice known as Domain Tasting or Domain Front Running.

I had a small business owner call me on May 24, 2010. She said that her son was interested in having a website built for his construction business. She said that a friend had checked and that the domain was available on May 20, 2010. It was an obscure, three-word domain name. I double-checked by performing a new whois lookup, and I discovered that the domain had been registered on May 20, 2010 … apparantly moments after the original whois availability search. What is happening? More importantly, how and why is it happening?

It turns out that the practice is not new. A post by the Daily Domainer back in February of 2007 generated 191 responses, most of which pointed an accusatory finger at GoDaddy. Other blog posts have singled out Network Solutions for engaging in this practice. Together, these are two of the biggest names in the domain name registration industry.

Here is how it works: It seems that many unscrupulous registrars who provide whois lookup services (which are, in fact, provided by virtually every registrar) are selling the domain search data to domain tasting outfits which, in turn, register the domain name with the registrar. Over the next few days, they test (or “taste”) the domain to see if it generates any significant amount of traffic. If it does generate traffic, they will make money from clicks on their bogus landing page. If the new domain does not generate traffic, it might be turned in for a refund under the 5 day “grace” policy of some registrars. Everybody wins, except you lose.

In the old days, Cybersquatting was a common practice, where unsavory characters would register domain names based upon legitimate small business names or product names, with the intention of then selling the names at an enormous profit margin. Domain tasters, on the other hand, cannot be bothered with selling domain names because they are more interested in earning millions of dollars, a nickel or a dime at a time. The Washington Post published an exposé of this practice, titled “Entrepreneurs Profit From Free Web Names” back in 2007. If you are not familiar with the practice, old news is still news.

How to you protect yourself?

• Do not perform a whois query – anywhere – unless you are immediately prepared to register the domain name. This cannot be overemphasized.
• Do not ever “search” for domain availability using Address Bar Guessing. There are ISP’s (Internet Service Providers) who have been found to engage in the practice of selling Non-eXistent Domain (NXD) Data to domainers.
• If you have just “lost” a domain name that you failed to register, go back to look for it in 5 days.

Further reading:
http://blog.domaintools.com/2008/01/google-to-kill-domain-tasting/
http://www.domainnamenews.com/featured/domain-registrar-network-solutions-front-running-on-whois-searches/1359
http://www.billhartzer.com/pages/network-solutions-registering-domains-after-availability-lookup/
http://blog.domaintools.com/2007/03/stealing-domain-name-research/
http://blog.domaintools.com/2008/01/network-solutions-steals-domain-ideas-confirmed/
http://www.eweek.com/c/a/Security/Whois-Hijacking-My-Domain-Research/
http://www.eweek.com/c/a/Security/Bad-Taste-Another-Way-ICANN-Blew-Domain-Registration/
http://arstechnica.com/old/content/2007/10/icann-probing-insider-trading-allegations-with-domain-name-registrations.ars

Some of us are old enough to remember the days when the biggest map publishers were the oil companies, from Esso to Chevron to Atlantic to Shell. Times have changed. Gasoline now contains ethanol instead of lead, and those maps are only found in the “Collectibles” category on eBay. Some of the biggest map publishers are now MapQuest, Yahoo, and Google. Until very recently, when you needed a map to appear on your website, the challenges could be significant. Maps were time-consuming and costly to produce, and static maps had to be accompanied by a laundry list of travel directions from various points of origin.

The biggest problem with the first generation of online mapping (most notably MapQuest) was that the locations were often incorrect, particularly if your business was in a remote location or did not have a precise street address. It is no surprise that many websites still warn visitors not to use online mapping services for travel directions. With the advent of both nationwide 911 standards and GPS coordinates, many of those early issues have either been addressed or are easy to correct. In some instances, online mapping software might still be inappropriate for your particular business. For example, if you run a campground and the service insists upon sending travelers over routes that include covered bridges or steep grades that are either impossible to cross or dangerous to navigate with a large RV, online mapping may not be right for you. In fact, the same problems might occur when drivers use their vehicles’ GPS navigation systems. These are exceptions that will probably still mandate the use of carefully written travel directions and custom-built static maps.

For the rest of us, Google has provided a solution in the form of Google Maps. Google Maps are fully customizable to fit any page layout, and users can pan, zoom in or out, and generate travel directions directly from any point of origin to your door. Better yet, Google will allow you to make changes to your Google Maps listing, including the addition of your Web address, keywords, a 200 word description … even up to 10 photos from your website. Best of all, they make the process simple. Here are step-by-step instructions:

First, go to the Google Maps website: http://maps.google.com/. (You can also simply go to Google, do a search, then choose the “Maps” option at the top of the page.) Either way, enter the name of your business in the search box. Hopefully, it will appear as the sole entry in the search results. In rare instances, Google Maps may not be aware of your business, in which case you might try entering your exact street address. (If more than one listing appears for your business, you can request removal of any duplicates.) Click on the resulting link to go to your map, then click on the “edit” and “claim your business” links in the information balloon which overlays your map. Choose the “edit my business information” option, then click “continue”. (Alternately, you can click on the “more info” link next to your business in the Search Results frame on the left, then choose the “Add or edit your business” link.) On this next page, you can correct your marker location or any of your listing information. You will be able to add your Web address, e-mail address, alternate phone numbers, and more … including a 200 character description of your business. On subsequent pages, you can add your business hours, types of payment that you accept, up to 10 photos, even a link to a YouTube video or an online coupon … all for free! (Later, you can also ask satisfied customers to go to this page, click on the “write a review” link, and write favorable reviews that will help to persuade new customers to come your way.) Once you are done making your additions and corrections, ask for a telephone validation, choose the “call me now” option, and the process will be complete as soon as you type the assigned 4-digit PIN number into your telephone keypad when the automated phone call arrives seconds later. Most changes will appear within only minutes or hours, although significant corrections to the location of your business (the marker on the map) will be confirmed by a human editor and take longer to implement.

Now that you have enhanced your listing (and made any necessary corrections), you are ready to add this map functionality to your website. This process is slightly more complex. If you are uncomfortable with HTML or do not directly maintain your website yourself, replacing the existing map on your website with this code should be easy enough for your webmaster to implement in less than ten minutes. Go back to your Google Maps listing, then choose the “Link to this page” option in the upper right of the page, then choose the “Customize and preview embedded map” option. Choose the “Custom Map Size” option, and enter the width and height (in pixels) that will best fit your page layout. (If this seems too complex to you, you can always choose one of the “Small”, “Medium”, or “Large” preset options.) Copy and paste the resulting HTML into the location on your website’s travel directions page where you would like the map to appear. (If you would like to make the map look a bit cleaner on your page, I would suggest deleting the HTML after the </iframe> closing tag.) That’s all there is to it!

Compare this professional, highly interactive map that now appears on your website with the hand-drawn, confusing map that you might have been using before (and that your competitors may still be using on their websites). Now go back to your Google Maps listing, click on the “more info” link, and see the enhancements that you’ve made, fully aware the similar enhancements probably do not appear alongside of your competitors’ listings because they will not have taken the time to follow these simple steps. The entire process will take very little time, probably less than 20 minutes. As a bonus, keep in mind that your Google Maps results page will also represent one more inbound link to your website, enhancing your site’s search engine ranking!

This article was originally written in August 2008 for Northeast In-Sites, the newsletter of the Northeast Campground Association. It was later reprinted in Woodall’s Campground Management.

An online version of a seminar which I presented back in 2008 at the 44th Annual Northeast Conference On Camping, in Springfield, Massachusetts has been frequently referenced on other blogs. In particular, there are many links to a sample model release / waiver form that I have made available. The following is an excerpt from that seminar that covers the topics of Releases, Rights Management, and Legal Issues involving photography of guests at a campground, resort, tourist attraction, theme park, ski area or other similar place of business. Bear in mind that I am not a lawyer and that none of the information presented herein should be considered to be legal advice.

We are living in a society that is obsessed with litigation. We are also living in a society where our rights to personal privacy are under constant attack. When it comes to advertising photography, my recommendation is that you do your best to protect both your interests and the rights of your guests. Never, under any circumstances, take a photograph of anybody without their advance knowledge or, in the instance of a once in a lifetime candid photo opportunity, by getting their express permission immediately afterward. Always remember that you are taking photographs, not snapshots.

Nobody plans a vacation at a campground (or anywhere else) with either the intention or expectation of becoming a model. On the other hand, over 99% of your guests will be thrilled to be a part of a photo shoot and will go out of their way to be cooperative. Nonetheless, it is important that you at least get people’s implied, if not their signed, consent. I am pleased to provide you with a model waiver template which you are free to use; however, it is important to presume that no waiver or release will ever hold up in court. The rights of the individual will always prevail. The primary purpose of a release is to weed out potential problems from that one person in a thousand who would like to get rich quick and own your business, with the help of his attorney brother-in-law.

If a release is so powerless, when and why should it be used? In a public setting, where nobody is being held up to ridicule, I have always followed two rules:

1. If there are fewer than 7 people in a photo, get them each to sign a release.

2. If there are more than 7 people in a photo, but anybody is prominently featured in the center or foreground, get signed releases.

A third rule might be to always get signed releases for any children whom you photograph, remembering that only a parent of a minor has the legal authority to act in this manner.

If you take a photograph and a person balks about signing the release, refuses to sign the release, jokes about compensation or a lawsuit, or the subject is a minor who is not accompanied by a parent, make a note to not only not use the photo but to destroy the photo in order to prevent it from ever being used unintentionally or without your knowledge (but, as the photographer, with your ultimate responsibility). Should you hire a photographer to take photos on your behalf, you will share any liability which results from that photographer’s failure to exercise due diligence in obtaining a release.

Some resorts incorporate a blanket release into their registration agreement; however, these are much less likely to hold water in court than a signed release (which is already as water-tight as a colander) and are perhaps little better than no release at all.

Again, if you are hiring a photographer, you should be aware of precisely what it is that you are purchasing. As with stock photography, you need to know what rights are being conveyed. Just as certainly as stock photography will always require payment of a fee, no reputable photographer will ever perform what is legally defined as “work for hire”. You will not be purchasing the actual photographs (which is essentially virtual property anyway now that almost all photography is digital) but the rights to use those photographs. If there are any restrictions on their use, aside from actual ownership itself, be sure to get those limitations defined in advance.

Read the entire online seminar by clicking here.

In short, the answer is no.

I was one of four Web developers in a round-table session on broad-ranging Internet topics, presented at a trade association conference in New York this past weekend. In response to an audience question, one of my associates suggested that a longer-term domain name registration played a role in determining a site’s search engine ranking. The rationalization was based upon a presumption that a domain name registered or renewed for single-year terms was an indication of a “fly by night” business. Since it is always our policy to renew our clients’ domains (and our own domains) on a one-year basis, I had to take exception and question the validity of this statement.

Upon my return, I did a bit of online research, and this served to confirm that any suggestion that a longer-term domain name registration has an impact upon a site’s search engine ranking is total nonsense. Apparently this is a piece of misinformation that has been concocted and disseminated by GoDaddy(and often innocently passed along as “fact” by otherwise well-intentioned companies who use GoDaddy as their registrar of choice), in an effort to get people to sign up with them for longer terms. Long-term registrations are in any registrar’s interest because they reduce “churn”, the likelihood of a registrant to transfer to another registrar … either intentionally or as the result of being slammed by an unscrupulous registrar such as Domain Registry of America.

With some registrars, one must be very careful and wary about long-term registrations because they may be, in fact, banking your money (for 10 years, for example), while actually registering your domain on a year-by-year basis, essentially preventing you from transferring your domain to another registrar without suffering a financial loss and the loss of what you presumed was the remaining length of your registration. Do a whois lookup to check. The 10-year registration that you thought covered you through 2018 may, in fact, only be covering you on a year-by-year basis until 2018. In other words, if you transferred now, you may be in for the rude awakening that your domain has only been registered or renewed through 2010. Fortunately, this unscrupulous practice is quite rare.

In summary, there is NO reason to register a domain, or to renew a domain, for more than one year at a time, unless the discount for doing so presents a sufficient incentive in itself. According to Google itself, there is no validity to this recommendation.
http://www.google.com/support/forum/p/Webmasters/thread?tid=00acf87986f79dfa&hl=en
http://www.seoxp.net/?p=384

Domain authority, on the other hand, does play a role in determining search engine ranking. Domain authority is a measurement of the accumulated length of time that a domain name has been registered, but it has nothing to do with the term of registration (or renewal) itself. Domain authority is directly related to the length of time that a website has been in existence and is part of the explanation for why older, established websites often appear higher in search results than newer websites that are otherwise superior in every respect.

Here are a few additional sources of reference:
http://www.webmasterworld.com/domain_names/3334950.htm
http://www.searchengineguide.com/jennifer-laycock/does-registering-your-domain-for-longer.php

My advice is to always question statements of this nature claim to present tips that appear to be a bit far-fetched, in this case the SEO equivalent of urban legends. Take the time to do a search, and discover the truth.

One of our clients contacted me recently because she had received an e-mail (which she didn’t recognize as spam) that promoted services that would enhance her search engine ranking for keywords where she was said to be lacking. The client owns a campground in the Thousand Islands region of New York State. The salutation of the spammer’s e-mail was “Hi Business Owner” (very professional), and the name of the spammer’s own business was spelled incorrectly in the signature. (I think that the keyword here is “red flag”!) The company is located across the border in Canada. (Good luck in getting a refund from another country after you get ripped off.)

Anyway, the client pointed out that she gets similar solicitations (via both spam and telemarketing) on a weekly basis. To her credit, she questioned how they repeatedly find her site if is allegedly so hard to find. Good point! She also questioned how it could be possible for everybody to always be in the top ten search results. The answers are that software robots are used to harvest search results and then to harvest either an e-mail address that is linked directly from the site or is associated with the site’s registration. The spam usually starts with the statement that the sender has “just visited your site”, and that is somewhat true, except that they don’t ever point out that it was actually software on autopilot that found your site.

In the pitch to our client, it was pointed out that her campground “ranked in position 53 in Google for the phrase ‘Campgrounds New York’”. (Gee, I wonder if every New York campground received this same spam solicitation.) As I pointed out to our client, the very broad term “Campgrounds New York” that was used for the example is absurd. Nobody can expect to be at the top of that page of results other than CONY (the Campground Owners of New York) and similar directories of New York Campgrounds. For her business to come in at # 53 for such a broad term is actually quite good when one considers that there are over 200 CONY members.

What the spammers didn’t point out was that our client’s website is the #4 result (and the very first actual campground result) for the logical terms “Thousand Islands Camping” and “Thousand Islands Campground”? Of course not! That wouldn’t suit the effectiveness of their sales pitch. They would be happy to take the client’s money to improve her search position for terms that could only possibly come at the expense of her site’s position for the most important terms.

My advice to my client, and to the readers of this post, is to be very skeptical in reacting to spam like this. Anybody can come up with a set of keyword phrases that can make any business look very bad while ignoring any relevant keyword phrases that might not serve their purposes. Please do not even think of responding to people who conduct their business in this fashion because that is why we all continually get spammed. If even 1% of the people who receive spam like this respond to the “offer”, the spammers are making money and will continue in their practices.

What has happened to small businesses in America over the last 50 years? They’ve changed, that’s for certain. Let’s explore the one-mile linear microcosm that was my daily walking commute to grammar school back in the early to mid-1960’s to try to find some answers … and perhaps even some solutions that may be applied to small businesses today.

This post may now be found in its entirety at http://willimansett.com/.

Just when most of us thought that search couldn’t get better than Google, Microsoft has introduced its own new search engine, calling Bing. Didn’t Microsoft already have Live Search? Well, yes, but we all know that it never gained any traction in the market that was dominated by Google and Yahoo!. Type in http://www.live.com, and the URL redirects to http://www.bing.com. No surprise there. Is this actually Microsoft’s response to Google’s development of the Chrome browser. Two of the biggest forces in the industry fighting fire with fire? Maybe.

For you, the bottom line is to be certain that your website is indexed on Bing. It’s simple enough. Go to http://www.bing.com, and enter the name of your business into the search box. Hopefully, your site is already indexed and will come up at the top of the list. If not, submitting your site is as easy as entering a captcha and your URL at:
http://www.bing.com/docs/submit.aspx.

Remember, every link to your site counts, particularly one from a site that, in theory at least, could become the next big search engine. On the other hand, it has been pointed out that Bing is also an acronym for “But It’s Not Google”.

When I started in business back in 1980, my primary client base consisted on smaller to medium-sized ski areas in the Northeastern United States. We produced collateral advertising for these clients, most of whom were struggling to hold their own, as their clientele increasingly felt that they had “outgrown” the smaller, more local mountains. The problem was that everybody had skied at one time or another at the “big” resorts in Vermont and out West. As disposable incomes increased, leisure time became more highly valued, and it increasingly seemed to make sense to book a flight to the Rockies or Europe. The small ski areas that have survived are mostly the ones that repositioned themselves within this market. They no longer saw themselves competing against the other nearby mountains but against the marketing of the bigger resorts elsewhere in the region or partway across the globe. As time has gone on, they have further redefined themselves, extending their seasons with golf courses and other non-winter attractions. The fact is that they are no longer just competing against the bigger ski resorts but against foreign travel, the cruise industry, and the full range of options that vie for the consumer’s leisure dollars.

When we offered marketing solutions to our clients in the ski industry, we closely examined what was being done at Killington, Vail, Stowe, Sun Valley, Park City, Aspen, Vail, Jackson Hole and others, including the big resorts in Canada and Europe. The same thing has happened with our clients in the amusement park and attractions industry, where everyone has visited Disney World and has come back with higher expectations. The same thing happened as well with our campground clients, where every camper has at one time or another stayed at a five-star resort. In every instance, the idea is not to present your business as something that it isn’t, but to present the unique advantages that your business offers that allow it to remain relevant in the overall scheme of evolving consumer expectations. You need to closely examine – and visit – the leaders within your industry, as well as industries that compete for the same consumer dollars. Then come back and see how you can apply the lessons learned to make your business hold greater appeal to both your existing clientele and an expanding base of prospects. In almost every instance, the issue is not size but the quality and level of services that you are able to provide. You know your clientele better than anyone else, so you should know exactly which services are the ones that they will most highly value and appreciate. Offer them those, with a smile and a personal touch!