The Dell Trade Secrets campaign facilitates the sharing of advice and insights among small business professionals. As Dell launched the Latitude E-Family of laptops— redesigned specifically to meet the needs of SMBs—we asked you to share your trade secrets for ensuring on-the-job reliability. You responded across several social media channels, including our dedicated Facebook tab, Twitter and various blogs.

1. Trade Secrets
Reliability | 2011
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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2. INTRODUCTION
The Dell Trade Secrets campaign facilitates the sharing of advice and insights among
small business professionals. As Dell launched the Latitude E-Family of laptops—
redesigned specifically to meet the needs of SMBs—we asked you to share your
trade secrets for ensuring on-the-job reliability. You responded across several social
media channels, including our dedicated Facebook tab, Twitter and various blogs.
Although technology was recognized as a key component to business success,
much of the advice focused on the importance of people and processes as well.
Thank you for participating in this campaign. We hope you enjoy reading these
tips and applying them to your own business. We encourage you to continue the
conversation with Dell and among your SMB peers.
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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3. CONTENTS
1. ADVICE FROM SMB PROFESSIONALS pgs. 4-8
2. ADVICE FROM THE EXPERTS pgs. 9-13
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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4. 1.
ADVICE FROM SMB PROFESSIONALS
The following advice was contributed by small business professionals who participated in
various Latitude-E giveaways during this phase of the Trade Secrets campaign.
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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5. ADVICE FROM SMB PROFESSIONALS
Empower reliable people with the right training and guidance.
@bgreenberg
It used to be work smarter, not harder. Now it’s work smarter
AND harder.
@chrisruyspr
Find great partners with complementary skills PLUS goals.
@lauriemccabe
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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6. ADVICE FROM SMB PROFESSIONALS
Solid research, good processes, effective procedures and
excellent staff to oversee it.
@eicdocket
Show up, physically as well as mentally, on time and prepared
to work.
@kevinleaptrot
Over anticipate everything: customer demands, timelines,
resources. Better to come out ahead than behind.
@JasonWilczak
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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7. ADVICE FROM SMB PROFESSIONALS
Keep the trade secrets you are entrusted to keep.;-)
@jbrath
Give and receive pos. and constructive feedback as a group.
Important for transparency and an efficient workplace.
@roasliemo
Let your employees train you. They know how to get their jobs
done best & most efficiently.
@kccraft
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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8. ADVICE FROM SMB PROFESSIONALS
I try to be an example to my employees and I periodically
reward them for their reliability which subsequently leads to my
success.
Debbie Bellows
Accountability. Everyone involved needs to be held accountable.
I’ve found that especially in a small business and solopreneurial
setting, having an accountability partner makes a HUGE
difference in not only how quickly something gets done, but
whether it gets done right the first time.
Katy Tafoya
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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9. 2.
ADVICE FROM THE EXPERTS
Several SMB and tech experts participated in our Trade Secrets campaign by hosting
giveaways and Tweet Chats, writing product reviews, and taking part in our webcast
promoting the Latitude E-Family of laptops. We have included links to their websites
so you can contact them directly with any questions relating to your small business.
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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10. ADVICE FROM THE EXPERTS
If customer service is the new marketing in the age of social media,
then we should use technology to create exceptional customer
experiences on a regular basis.
-Brent Leary | brentleary.com
When I fly, I always bring an extension cord with multiple outlets
on the end. Most always, if there is an outlet, it is nowhere near
where you can find a seat. And when you do find one, it is most
always taken. This way, you can politely ask if you can plug in,
have them tap off of you, and you still have an outlet or 2 to share
with someone else!
-Mike Maddaloni | thehotiron.com
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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11. ADVICE FROM THE EXPERTS
For me, reliability has to do partly with the brand. Reliability isn’t
just the technology at the brand, but the TEAM at the brand. The
customer service response and attitude and approach is part of
what makes the tech reliable.
-TJ McCue | techbiztalk.com
The key to reliability is effective communication with your team
members! When we all understand what other team members’
intentions and actions are, things work!
-Barry Moltz | barrymoltz.com
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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12. ADVICE FROM THE EXPERTS
Always carry a spare battery - or two. ;)
-Chris Pirillo | chris.pirillo.com
The key to ensuring reliability is a good rewards, recognition and
acknowledgement program for employees. We use Kudos www.
kudosnow.com and Dell machines for our team to stay engaged!
-Kent Speakman | engageia.com
Always have a plan B. Sometimes, plan A doesn’t work as
planned.
-Ramon Ray | smallbiztechnology.com
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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13. ADVICE FROM THE EXPERTS
A reliable work environment starts with reliable systems.
Businesses that have consistency are more efficient and
effective. Yet, small businesses sometimes run their operations
in an ad hoc way. Whether you go “old-school” with employee
checklists or use technology for automation, every function
in your business should be systematized. This will prevent
you from constantly recreating the wheel (especially in times
of employee turnover) and provide more reliability in your
products and services. How do you answer the phone? How
do you proceed through a project? What’s your follow-up
procedure? This should all be documented with an easy to follow
system. Systems like these will allow you to put more of your
(and possibly your staff’s) focus on revenue-generating activities
in the business and ensure that you have a reliable business both
inside and outside of the organization.
-Carol Roth | carolroth.com
Dell Trade Secrets E Book | Reliability | 2011 Dell. All Rights Reserved
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