Holiday Trip In Your Family Car

May 1st, 2009
Clinton Maxwell asked:

So many people travel by air these days, they forget about the classic American experience - a road trip. Car travel is the best way to get to know your national landscape because you must navigate every inch of it from the ground. Granted, some people pedal bikes across the country (takes forever), or ride motorbikes (a little too dangerous for most peoples’ tastes), but a road holiday trip is fun, safe, and always exciting. From the comfort of your own vehicle, you can discover all the sights and attractions that your country has to offer. You can plan your own route, personalizing it so you see your favorite things. To ensure that you get a superior road trip, follow these simple rules before you hit the pavement.

The most important thing about traveling by car is to have a great plan in advance. Spend weeks or even months deciding on your route. Leave room for some flexibility because you might always hear of a great attraction when you’re on the road that you didn’t anticipate. However, it’s essential to have a game plan starting out. There are hundreds of great books on the subject. Many informed authors have written about the great American road trip and the routes they have taken. You can check these books out of the library or buy them from your local bookstore. Invest in comprehensive maps as well. You will need them. No matter how well you plan, you can anticipate getting lost at least once.

When you plan your route, highlight the places where you would like to spend more than an hour or so. Decide where you would prefer to spend the night, whether you’re camping, sleeping in a trailer, or staying at a five-star hotel. Anticipate where you might want to have your meals. Great restaurants abound in big cities but you might not be so lucky with your cuisine in tiny, roadside towns. If you don’t want to spend a lot of your road budget on food, then consider packing a cooler. Every so often you can stop at a grocery store and fill up on sandwich supplies in drinks. This will save you money and time, as you will be able to stop at any rest area picnic table to dine.

Make sure that your car is in stellar shape before you hit the road. Get a complete inspection and make sure all your stickers are current. Tell a trusted mechanic that you are preparing to put thousands of miles on your car and you want everything in ship-shape. Make sure that your car’s fluids, belts, and hoses are in ideal condition. Check your tire pressure frequently, as you can save a lot of gas money by driving on an even keel. If you are planning on driving through the desert or through a winter climate, plan accordingly. You may need extra air conditioning coolant or snow tires, depending on where you’re going. Pack an emergency kit just in case. Road flares, a spare tire, and a tool box can be lifesavers on the road.



How Your Staff Can Close More Aesthetic Procedures

April 22nd, 2009
Catherine Maley, MBA asked:


Aesthetic Sales 101: How Your Staff Can Close More Aesthetic Procedures

The aesthetic industry is buzzing with new and current procedures that are affordable, safe and quick. Just what the aesthetic patient is looking for. These procedures lead to new consumer target markets so looking good is no longer for just the elite. There’s something for everyone at every socioeconomic level. This increased demand for enhancement from the consumer ignites the supply side. That means more practitioners than ever are now offering cosmetic enhancement.

The aesthetic consumer today has many options. They know they have several choices on where to turn to for a great result. Your marketing efforts have a lot to do with who they choose. However, marketing efforts only get your telephone to ring and get the prospective patients through your door. Once you have the patient’s attention, it is your sales savvy that keeps them in your practice.

It is imperative you and your staff have the sales skills to close appointments, close procedures and ask for referrals. You start with a certain mind set. You have to be comfortable with the word “sales” or at least “promotion”. While you are practicing medicine, in reality, you are very much in sales in this industry so you need to be comfortable with that. Your staff needs to be comfortable with that. Selling or promoting is simply setting the tone and using well thought out strategies that help the patient decide to choose you.

What Does the Cosmetic Patient Want?

Nothing is more important in aesthetic medicine than patient relations. In my book, Your Aesthetic Practice/What Your Patients Are Saying, it was apparent when patients are spending their own money on elective procedures, the experience needs to be a good one every single time or they will go elsewhere where they are treated special and they’ll bring their friends with them. The aesthetic patient wants:

• to feel special

• to be heard

• to be understood

• to be treated nicely and respectfully

• to feel important

• to feel comfortable

• to feel significant

If your staff would simply treat the visiting patient as they would a good friend visiting their home that would go a long way in patient relations. The patient would look forward to visiting and calling your office since they feel a connection with your staff, and hopefully you. Be sure your patients are feeling these positive emotions while in contact with you.



Image is Important


Your patients will look to your staff for guidance, reassurance and answers. You want your staff to look professional and presentable. Too much or too little makeup, hair, nails, revealing clothing does not open up communications among women so be careful what image your staff is portraying.

Also be sure your staff looks the part. Staff members should experience your services so they can not only look their best; they can relay their first hand experience to your patients. There is no better testimonial than your walking/talking staff members standing right in front of a potential patient who is interested in the same procedure. Sharing anecdotal information with patients, again, helps with the bonding experience and gives your staff confidence to promote you and your services to your patients without pushing. They are simply relaying their own experience and that is what sells.

Script Your Staff for Success


Don’t leave anything to chance.  If you don’t train your staff to use the exact words they need to say to your patients, they will say whatever comes to mind and that’s not always the most effective approach.  Staff Scripting for Success gives your staff the step-by-step process so they are able to bond with the aesthetic patient and close the procedure.

Bond with the Aesthetic Patient

The first step in sales is to have the patient comfortable enough with you to open up and talk with you about their personal concerns. They need to be open to you so they will hear you and respond to what you’re saying. Develop a bond with your patient by greeting them with a smile and using their name throughout the conversation. Be happy to see them and use eye contact. Ask questions and show interest in them as a person as well as a patient. You are looking for commonalities with that patient so they can relate to you. Perhaps you live in the same area or go to the same health club. People like people that are like them so look for those similarities.

Learn the art of listening. The more you listen to the patient, the more they will tell you and feel bonded to you since they are sharing with you. And, the patient is more likely to hear what you have to say if they have been heard first. Listening is harder said than done but well worth the effort. The patient who is given the opportunity to talk will most likely tell you exactly what her concerns are as well as her objections. You don’t have to pull it out of them. Simply listen.

Closing Techniques

Your patients may also need some gentle nudging from you and your staff. Some of them may feel selfish spending their (family’s) money on such vanity issues or they may not feel worthy of such indulgence. Let them know it’s OK for them to invest in themselves. That the better they feel about themselves, the better life will be for them and everyone around them. Addressing their emotional needs is often the difference between a “let me think about it” to “let’s do it”. Here are subtle and professional closing techniques that help the patient move forward:

Assumptive Close

If you have bonded with the patient and listened to them, the close should be a natural next step. Make it even smoother by using the “Assumptive Close”. The question is not WILL they book, but WHEN?

Assume she will book so move forward with filling out the quote or scheduling the appointment. Some key phrases include:

“So, let’s check the schedule to see when we can get you back in here”

As you begin filling out the paperwork ask, “Karen, may I get your daytime telephone number please?”

When the patient answers your questions or doesn’t object to you checking the schedule for an appointment, she is moving forward.

Choice Close



Another natural way to complete a consultation is to ask a question that gives a choice rather than yes or no. With this approach, they are not asking them IF they should do it. They are actually moving beyond that and asking themselves a different question. Examples include:

“Karen, I have an opening this Thursday at 10:00 am or would you prefer Friday at 3:00 pm?”

“Sue, would you like to see Deborah our nurse today or wait for the doctor to see you on Wednesday?

In the patient’s mind, they have skipped over the first question of whether they should even proceed and have gone on to figure out HOW to proceed.



Address Emotions of the Aesthetic Patients


Emotions play a huge part in aesthetic medicine. The aesthetic patient is coming to you because there is something about their looks they are dissatisfied with. They believe improving it will also improve their feelings about themselves and their lives. They believe your services will bring them happiness.

If you attach emotions to their decision, it becomes easier for the patient to make the decision to move forward. If you address and reiterate the “discomfort” they are in now and how much better they will feel when they take care of it, that will bring them even closer to moving forward. Ask the patient how this “issue” has affected their life. Ask them how they think “fixing” it will help them. The more the patient can feel the problem and see the solution’s benefits, the more booked procedures you will experience.

Handling Objections

Objections are a good thing. It means the patient is actually considering buying your services so relish them. Objections are also a clue to you the patient has not yet been given enough information or they are teetering. Be prepared. Follow planned-out steps that address their objections. When they ask you questions about procedures:

- Listen to the entire question or comment first so you thoroughly understand what they are saying. Let them talk.

- Acknowledge them by saying, “Sara, I understand what you’re saying”

- Have answers prepared ahead of time

- Relay anecdotal information about your own experiences as well as other patients (without naming names); i.e., “well Sara, I can tell you that I’ve had it done and love my result” and “it’s one of our most popular procedures”

- Answer their concerns with proof such as before/after photos or have them speak

to other patients who have had the same procedures performed. Have them read testimonials from other happy patients. If the objection is about money, offer them easy financing. Find out what their concerns are and what they would need to do or know to get them answered.

They are often just looking for reassurance and a little push from you to say it’s ok – you can do it.

Sell the Difference – Your Aesthetic Physician

Your staff needs to be able to answer the question, “Why you and your office over all the others?” Due to the competitive nature of aesthetic medicine, aesthetic consumers have many choices. You want to reiterate to them why you are a good choice. You and your staff should come up with a list of what makes you different than the others in your area. Examples include:

- Stanford-trained

- You offer evening and weekend appointments

- Unique practice offering comprehensive services – both skin care, makeup, surgical and non-surgical

- Doctor has performed more than 2,000 injectable procedures

- Doctor has been in practice for 15 years

- Certified as the Botox training to other practitioners

Be creative. List any unusual training or areas of interest that may be unique and of interest to the patient who is trying to decide on a practioner.

Add-On Sale for Increased Average Order Size

The perfect time to add on to a sale is when your patient is standing in front of you with her credit card in her hand. She is already in the buying mode. Offer her gift certificates via a pretty display at your check-out counter. Tell her about a special you have running this month. Especially if it’s a package of multiple treatments she can buy for a discount rather than buy just one. Introduce her to your new skin care line or tell her about a new product you now offer.

Keep Them Coming Back

Never let the patient leave your office without the next step firmly planned. Ideally, you want them to schedule their next appointment now. You even want them to schedule all of their remaining appointments now so they feel a commitment to you. They may be hesitant to schedule so far in advance; however, assure them you will call to remind them about their appointments – just like the dentist does.

Ask for Referrals

We all know the best aesthetic patient is the referred patient. They are not as price conscious and are much more likely to stay loyal to you. You want to nurture those referrals and know who your advocates are in your practice. Every practice has a group of cheerleaders that sing your praises to everyone they know so wouldn’t you want to know who they are?

When the patient is satisfied with their result, tell them you want other patients just like them. Inform them of your referral program and give them referral cards to give to their friends, family and colleagues. Give them their before/after photos so they show them to others and talk about you. Now track these referrals and then thank them. Show them you appreciate their support. Send them a thank you note, call them personally to thank them and invite them in periodically for a complimentary treatment. They will keep the referrals coming when you acknowledge their support and show appreciation.

Follow Up

Always follow up after a consultation with a thank you note and then a telephone call.

If the prospective patient does not schedule, ask her when you should follow up and then do it. Send a thank you letter that day so she receives it the following day and then call her. Also call her to invite her to your upcoming event or seminar. Put her on your practice newsletter list. Keep in touch so when she is finally ready, she calls you versus the others.



Conclusion


Your practice should act as a well-oiled machine. Once you have spent the time, money and effort marketing your practice and attracting new patients to you, it’s imperative you and your staff see it through with solid skills in selling techniques and patient relations.

Happy Selling!



Loans for Stress Free Holiday Trips

April 21st, 2009
amenda dorothy asked:

Summer time always sees a maximum number of UK citizens going for vacations. This is the peak season for hoteliers, airline companies and even travel agents, as far as tourist traffic is concerned. Inspite of various offers and deductions available in the market, accommodations and travel fare certainly doesn’t come cheap. To overcome this hindrance, people look around for a financial help from different sources.

As seen from the financial market trend, people are more comfortable in arranging their expenses through credit cards. People usually see the comfort level of credit cards and forget on extra charges they are tendering on hidden costs, interest rates and annual fees. Holidaymakers should rather consider a low cost medium as personal loans to manage their expenses.

Recent survey by Post Office (a financial service provider) has revealed that shopping with credit cards while on holidays might give you hard time with your pockets. On top of that, if you use your credit card outside UK, the bank or financial provider charge you around 2.75 per cent. But, it seems that more than 34 per cent UK consumers are unaware of the extra fees they pay to these companies. It’s surprising that around ten million Britons plan a holiday and worry about bills when they return from their trips, this situation might lead to heavy financial worries among Britons. If you see the figures, £321 billion was spent on fees of credit cards while on holidays abroad in 2006.

The better and low cost option for your holiday trips are personal loans. You just need to plan your expenses and find a suitable lender to get a fast loan. These loans are specifically designed for people needing a quick financial solution. As these loans are unsecured in nature, you don’t even need to put a security to the lender.

The lender is willing to offer you an amount up to £25,000 with tenure of loan stretching up to 10 years. A good budgeting will help you more on timely monthly payments. Personal loans are quite cost effective way to carrying your expenses while traveling abroad, with interest rates charged around 7 per cent. Even with your busy schedules you can apply for these loans online. This makes the process more fast and cost effective.



Inside the Mind of the Aesthetic Patient

April 18th, 2009
Catherine Maley, MBA asked:


 

Aesthetic Book Survey Results

 

For you to enjoy your greatest amount of patient satisfaction, it’s imperative you know what your patients want. It would also be helpful to know what they think about you and your staff and how best to set expectations so your patients are happy with their results.

 

To help you discover the inner workings of the aesthetic patient’s mind, I personally interviewed many aesthetic patients who had had minimally-invasive as well as surgical procedures to enhance their appearance. My results are compiled in my book, Your Aesthetic Practice/What Your Patients Are Saying http://www.cosmeticimagemarketing.com/book.php. I wanted to learn, first-hand what they were looking for when searching for an office and physician to perform cosmetic enhancements. The majority of those interviewed were female with the medium age being 44 years old and they were scattered throughout the US.





My objective was to determine trends and commonalities in the aesthetic patient so here are some of my findings:

- The main reason both genders were considering cosmetic procedures was to improve their looks so they felt better about themselves. So, in essence, they were buying hope. Hope that you would make them look better so they would feel better;

- 90% of the time, the confidence in the physician’s ability and positive staff interaction were more important than price;

- 86% of them referred at least two other people to that practice (hair stylists were the biggest referral sources);

- 40% researched their procedure on the Internet ahead of time so they felt well-informed;

- 75% went on multiple consultations before deciding (the majority of those who went on one consultation did so after a glowing recommendation from their friend, family member or colleague;

- 80% watched Extreme Makeover, Doc 90210 and live surgeries and treatments on the Discover Channel so they felt they knew what to expect. They also were more willing to openly discuss aesthetic enhancement since it was being openly promoted on TV;

- Long waiting times were a reoccurring complaint but forgivable if the patient got a good result; and

- The better the staff, the less time the physician had to spend with the patient during the consultation.

Aesthetic Patient Survey Conclusions

While the above responses were interesting, it was apparent I needed to probe further to see if I could come up with some generalities that could define what made up a good practice. But, this is what I learned instead. The aesthetic patients’ preferences varied greatly. These aesthetic patients are consumers who think very differently. And, their perceptions were so varied such as:

a. While some thought an aesthetically gorgeous office indicated pride and success; others thought it was over the top, intimidating and made them feel uncomfortable;

b. While some thought the doctors did not spend enough time with them and felt rushed; other patients thought too much time with them made them wonder why the doctor wasn’t busier; and

c. While some thought the physician was so thorough explaining the various procedures available, others felt oversold and confused with so many options.

I probed further and asked, bottom line, why they chose that particular physician over the others. The consistent answer over and over was that the patient felt a “connection” with that physician. Their “gut” feeling or intuition was telling them this was the right physician for them. They had developed rapport and trusted that that particular physician understood them and would give them the best possible result.

What is Aesthetic Patient Rapport?

If rapport is so vital, it’s important to understand it. It’s difficult to define and you either have it with your patient or you don’t. Rapport is that bond you build with your prospective patient. It’s the single most important personality skill an aesthetic physician needs to be successful. You build rapport through words, tone and gestures as well as commonalities since:

7% of what is communicated is through your words

38% through your tone of voice

55% through your body language – ****** expressions and gestures

How Can an Aesthetic Physician Create Rapport?

The aesthetic patient wants to feel special - period. When a patient is spending their own money and time on elective cosmetic enhancement, they want to be treated respectfully, professionally and kindly by every person they encounter in the practice. They also want to be heard and understood. There is an old saying that says before you can be understood, you must work to understand and that is truly the case here.

We build rapport by creating or discovering things in common with the patient. That can be as simple as talking with the patient about who referred them to your practice or learning more about their profession and their family. The point is to show interest in the prospective patient as a person first; patient second. You can easily get this information from the patient information form sitting right in front of you. Just glance at it before entering the exam room.

Another way to build rapport is to mirror them. That means mimicking your patient’s breathing patterns, posture, tonality and gestures in a discreet way. People feel comfortable with people they believe are like them and mirroring will make that happen. So, if the patient talks fast, you talk fast. If the patient talks loud, you talk loud; if the patient is meek and quiet, you slow things down. Use the same terms and phrases the patient uses and be sure to avoid any jargon that the patient won’t understand.

If done correctly, the patient will feel as if they have found their soul mate, someone who understands and who can relate to them. That’s when you have developed rapport and the patient knows you are the right physician for them.

Educating Your Aesthetic Patient and Setting Expectations

Again, when I asked the patients in my survey how they knew their expectations were being met, their concerns were being addressed and recommendations were explained, I got different answers. Why?

Because there are three different learning styles – visual, auditory and kinesthetic. Visual people want to see the results; Auditory people want to hear about the results; and, Kinesthetic people want to touch and feel the results. All of us have elements of all three modes but usually one mode dominates our decision and learning processes and how we perceive things. So, you want to present your message in a way that gets through to the patient in the way they understand the best.

The easiest way for that to happen is to include all three modes of learning during each patient consultation. You want to present something visual, something auditory and something kinesthetic. Show them things, let them hear things and attach feelings and emotions to them. Some suggestions would be during the consultation with the patient, use your hand, your mirror and a Q-tip to show patients ****** skin lifting procedural results.

Show them before and after photo albums of patients who were striving for similar results; especially those who share the same age, gender and ethnicity. By the way, computer imaging was overwhelmingly desired for illustrating results specific to the patient. And, videos of procedures and taped patient testimonials on a small VCR or on your computer in your consult room were well received, especially when explaining complex procedures.

A majority of the prospective patients were interested in speaking with your former patients who were satisfied with their own result. And, for kinesthetic (touch) be sure your patient information packets are handed out to the prospective patients so they can rifle through pages that include any press you’ve received, articles you’ve written, your credentials, your practice brochure – anything they can touch and feel.

The Perfect Aesthetic Patient Consultation

My Quote: “Just as you try to tailor your treatment to fit the unique features of your patients, tailoring your consultation to your patient’s unique personality will increase your closing ratio.”

While there is no perfect consultation that works 100% of the time, there are certain elements needed to carry out a successful consultation more often than not. The following elements are from the patients’ perspective and based on their own experiences of what made up a good consultation:

1) Knock on the door gently, greet the patient by name, introduce yourself while looking him/her in the eye and shaking hands;

2) Spend 30-60 seconds learning more about the patient as a person. Comment on their occupation or perhaps the person who referred them and you can get that information from your patient information form;

3) Hand them a mirror while asking an open-ended question such as “What can I do for you today?” and “What brings you in to see me?”

4) Listen – while they tell you - nod, look them in the eye and take notes so they know you are listening and understanding;

5) Now, ask more open ended questions to determine if the patient’s expectations are reasonable, the results can be reached safely and they are rational about the process;

6) Determine where they are in the process. A great question to ask is “What is most important to you when picking an aesthetic physician?” or “What are you looking for in a cosmetic physician?”. You can also ask, “Have you talked with anyone else and, if so, what can I tell you that you don’t already know?”

7) Be sure they have completely and thoroughly relayed their concerns to you before you respond to them. It can be very tempting to interrupt with your recommendations but you’ll get their attention much faster if you first give them your undivided attention;

8) Always show respect for the patient. Even though you are the expert and know more, arrogance does not sell. If you come across as demeaning or condescending, you’ll drive the prospective patient away.

9) While explaining how you would address their concerns, use words a layperson understands, be concise and keep it simple. A confused patient will decide to do nothing so don’t offer too many choices;

10) Repeat back briefly to the patient the main points you heard such as intended outcomes and the patient’s concerns. Ask them if you have left anything out;

11) Now, qualify and differentiate yourself. The prospective patient needs to know you are the best physician in comparison to the competition. Perhaps you gave a talk on this recently or wrote an article on this. The point is to show your expertise;

12) Look them in the eye to let them know you are confident, skilled and experienced. You have performed many of these surgeries or treatments with excellent results and you will do the same for this patient;

13) Reassure them that you can meet their expectations. Let them know you understand their concerns and fears so they trust you and your recommendations;

14) Remember there is no room for bad-mouthing your colleagues. It puts you in a bad light and makes you look worse than your competition;

15) Prepare and rehears a closing statement that sounds natural. Tell the patient you look forward to working with him/her to help them look their best and you hope to see them again soon.

Conclusion

By treating every single prospective aesthetic patient as a person first, patient second, you are well on your way to a good patient consultation. Developing rapport, gaining trust and reassuring your patients that you are the right physician for them will assure you growth and success. It will also increase your closing ratios as well as your word-of-mouth referrals.

To learn more about the mind of the aesthetic patient, you can obtain a copy of Catherine Maley’s book, “Your Aesthetic Practice/What Your Patients are Saying” at www.CosmeticImageMarketing.com or (877) 339-8833.

 

 



Sting Operations — to be or not to Be?

April 15th, 2009
anand kumar asked:


Sting Operation –To be or not to be?

A Sting Operation is an operation designed to catch a person committing a crime by means of deception. A complicated confidence game planned and executed with great care. The word “sting” derives its origin from American usage to mean a police undercover operation designed to ensnare criminals. The word “sting” is a synonym for the expression “set a trap to catch a crook” and this article uses the term in that sense. In more refined terms, it can be called Investigative Journalism or Undercover Journalism. Sting Operation is an information-gathering exercise; it looks for facts that are not easy to obtain by simple requests and searches, or those that are actively being concealed, suppressed or distorted.

An informed citizenry the bedrock of a democracy, holding the government accountable through voting and participation requires investigative journalism which cannot sustain itself on asymmetric dissemination of information. In many cases, the subjects of the reporting wish the matters under scrutiny to remain undisclosed. Among the most popular programmes in India, are those reporting on corruption and misdeeds of politicians and government officials. ‘Candid camera,’ reports many true stories of the day the bribe that the police inspector extracts from the victim of a crime before agreeing to investigate, the ‘fee’ that the government officer charges for his giving the order to make an electric connection, and the ‘contribution’ that a company pays a member of Parliament before bringing up a legislative concern in the Lok Sabha. Because of all these things do we really require Sting Operations? At the same time, where such investigative work involves the use of covert methods, it raises issues that tend to further blur the line between law and ethics. Is deception legitimate when the aim is to tell the truth? Is any method justifiable no matter the working conditions and the difficulties in getting information? Can television reporters use hidden cameras to get a story? Can journalists use false identities to gain access to information? The critical question that surfaces is “to what extent can the media go and to what extent should a person be informed?”

Sting Operations In India

Sting Operations are undertook with a view to look into the working of the govt. or to see whether the acts of any individual is against the public order. On the basis of the purpose Sting Operations can be classified as positive and negative. Positive Sting Operation is one which results in the interest of the society, which pierces the veils of the working of the government. It is carried out in the public interest. Due to positive sting operation society is benefited because it makes government responsible and accountable. It leads to the transparency in the government. On the other hand negative sting operations do not benefit the society, but they do harm the society and its individuals. It unnecessarily violates the privacy of the individual without any beneficial results to the society. These types of Sting operations if allowed then it will hamper the freedom of the individuals and restricts their rights. Here are some examples which we can distinguish as positive and negative sting operations.

1. Positive Sting Operations:

„« Sting operations on ultra-sound centers carried out by the Health officers in Karnataka for “serious enforcement’’ of the Pre-Natal Diagnostic Techniques Act which bans *** determination of foetuses and consequent abortion of female ones to stop female foeticide.

„« The Ministry (by the Cable Television Networks Regulation Act and Programme Code), has prohibited the transmission of Cineworld channel for 30 days for showing “objectionable content.” Because it “offended good taste and decency” and it “was obscene and likely to corrupt public morality and was not suited for unrestricted public exhibition”

„« An operation by an online news site called Tehelka to catch top politicians and army officers taking bribes from journalists posing as businessmen.

„« An operation in which a journalist posing as a struggling actress met actor Shakti Kapoor, who promised in the televised footage that his secretary would introduce her to movie producers and directors.

2. Negative Sting Operations:

Instances over the years have shown that though sting operations do expose corruption in some cases, sometimes they seriously violate the rules of journalism in the pursuit of profit and short-term sensationalism.

„« The Delhi High Court on Friday, 7th September, 2007, issued notices to the Delhi government and city police after taking suo motu cognisance of media reports alleging that a sting operation carried out by a TV channel, which claimed to have exposed a *** racket run by a government school teacher Uma Khurana, for allegedly luring her pupils into prostitution has now been revealed to be completely fabricated and was fake and distorted.

„« The Supreme Court on Wednesday, 7th February, 2007, issued notices to a private news channel and its reporter for carrying out a sting operation carried out in the year 2004, which allegedly showed a non-bailable warrant could be procured against any person by paying a hefty amount in the court.

These incidents are an example of how a sting operation can go wrong and become an exercise in trapping an innocent person. India TV’s chief editor, Rajat Sharma, said that there was no violation of privacy in exposing such matters as political corruption or the trading of jobs for *** in Bollywood, a practice known in movie and theatrical business lore as the casting couch. “If you are serious about exposing certain social evils, there is no other option but to use sting operations.”

Do We Really Need Sting Operations?

The media plays an important role in a democratic society. It acts as the fourth institute outside the Government . Sting operations are methods of uncovering information. Although, the Indian Constitution does not expressly mention the liberty of the press, it is evident that the liberty of the press is included in the freedom of speech and expression under Article 19(1) (a). Various Constitutions have guaranteed free press or media as a fundamental right . Freedom of press is a special right under art. 19(1)(a) of the Constitution of India, 1950 but it has certain restrictions. The democratic credentials are judged by the extent of freedom the media enjoys in a particular state . Further the media has a right to impart the information to the public. Freedom of speech includes freedom to communicate, advertise, publish or propagate ideas and the dissemination of information . Furthermore Art. 19(1) also incorporates within itself right to receive information about any event, happening or incident etc. “The heart of journalism has to be public interest” and Sting operations, serve public interest.

In Romesh Thappar v. State of Madras Court said, “…. The public interest of freedom of discussion (of which the freedom of press is one aspect) stems from the requirement that members of a democratic society should be sufficiently informed so that they may influence intelligently the decisions which may affect themselves. ….In some the fundamental principle involved here is the peoples’ right to know.”

This concept of peoples’ right to know, which was found to be so essential for democracy, was located by the Court in Article 19(1)(a) in Bennett Coleman and Co. v. Union of India observing thus:

“Although Article 19(1)(a) does not mention the freedom of the press, it is settled view of the Court that freedom of speech and expression includes freedom of the press and circulation.”

The Court held:

“Press has a fundamental right to express itself; the community has a right to be supplied with information; and the Government has a duty to educate the people within the limits of its resources.”

Justice Mathews ruled in the case of State of UP v. Raj Narain , “The people of this country have a right to know every public act, everything that is done in a public way by their public functionaries. Their right to know is derived from the concept of freedom of speech”.

In S.P. Gupta v. Union of India , “No democratic Government can survive without accountability and the basic postulate of accountability is that people should have the information about the working of the Government.”

In Prabha Dutt v. Union of India the Supreme Court upheld the right claimed by the press to interview prisoners that the right claimed by the Press was not the right to express any particular view or opinion but right to means of information through the medium of interview of the prisoners.

In Indian Express Newspapers (Bombay) Private Ltd. and Ors v. Union of India and Ors. , the Court emphasized that the freedom of press and information were “vital for the realization of human rights”. The court relied upon the Article 19 of the Universal Declaration of Human Rights, 1948

Why No To Sting Operations?

With great power comes great responsibility, therefore the freedom under Article 19(1)(a) is correlative with the duty not to violate any law. Every institution is liable to be abused, and every liberty, if left unbridled, may lead to disorder and anarchy. Television channels in a bid to increase their Trade Related Practices (TRP’s) ratings are resorting to sensationalized journalism. Sting operations have now become the order of the day. The carrying out of a sting operation may be an expression of the right to free press but it caries with it an indomitable duty to respect the privacy of others.

In Time v. Hill the U.S. Supreme Court said: “The constitutional guarantee of freedom of speech to press is not for the benefit of the press so much as for the benefit of all the people. The same principle was followed by Mathew, J. in Bennett Coleman and Co. v. Union of India.

Article 19(2) - An Exception to Article 19(1): It is however pertinent to mention that, freedom of speech and expression of press is not absolute but is qualified by certain clearly defined limitations under Article 19(2) in the interests of the public.

In Romesh Thappar v. State of Madras, and Brij Bhushan v. State of Delhi the Court firmly expressed its view that there could not be any kind of restriction on the freedom of speech and expression other than those mentioned in Art 19(2) and thereby made it clear that there could not be any interference with that freedom in the name of public interest even when Clause (2) of Article 19 was subsequently substituted under the Constitution (First Amendment) Act, 1951 by a new clause which permitted the imposition of reasonable restrictions on the freedom of speech and expression of media.

Against Right to Privacy: The individual who is the subject of a press or television ‘item’ has his or her personality, reputation or career dashed to the ground after the media exposure. He too has a fundamental right to live with dignity and respect and a right to privacy guaranteed to him under Article 21 of the Constitution. The Supreme Court, Kharak Singh v. State of UP held that right to privacy is inherent under Article 21. The Delhi High Court observed that right to privacy that flows from Article 21 couldn’t be invoked against private entities. It can not be denied that it is of practical importance that a precarious balance between the fundamental right to expression and the right to ones privacy be maintained. ‘Right to Privacy’ has ceased to have any pragmatic value where ‘sting operations’ define the order of the day. The right to privacy is an alleged human right, which may restrain both government and private party action that threatens the privacy of individuals. It has been recognized as a fundamental right by the Hon’ble SC under Article 21.

The Supreme Court in R. Rajagopal and Another v. State of Tamil Nadu and Others are true reminiscence of the limits of freedom of press with respect to the right to privacy:

“A citizen has a right to safeguard the privacy of his own, his family, marriage, procreation, motherhood, child bearing and education among other matters. No one can publish anything concerning the above matters without his consent - whether truthful or otherwise and whether laudatory or critical. If he does so, he would be violating the right to privacy of the person concerned and would be liable in an action for damages. Position may, however, be different, if a person voluntarily thrusts himself into controversy or voluntarily invites or raises a controversy.”

In another landmark judgment which addressed the issue of privacy was the telephone tapping case- People’s Union for Civil Liberties v. Union of India the Court observed:

“The right to privacy by itself has not been identified under the Constitution. As a concept it may be too wide and moralistic to define it judicially. Whether right to privacy can be claimed or has been infringed in a given case would depend on the facts of the said case….”

Against Public Morality: There is the classic ethical problem that haunts all sting operations: can you hold somebody responsible for a crime that he would not have committed if you hadn’t encouraged him? The essence of all entrapment is that you promise a man a reward for breaking the law and then, apprehend him when he takes the bait. All sting operations involve making people commit crimes that they would not otherwise have committed and are therefore immoral. It is against the public morality and decency and hence falls within the purview of Article 19 (2).

The 17th Law Commission in its 200th report has made recommendations to the Centre to enact a law to prevent the media from interfering with the privacy rights of the individuals.

Problems With Sting Operations

The classic ethical problem that haunts all sting operations: - can you hold somebody responsible for a crime that he would not have committed if you hadn’t encouraged him? The essence of all entrapment is that you promise a man a reward for breaking the law and then, apprehend him when he takes the bait. A defence that can be taken by the accused that the act had been committed as a result of inducement, and which he (the accused) did not intend himself to commit, or, in cases where lack of consent constitutes the offence, such as rape, that the consent had been implied by the inducement, where because of the ‘trap’ laid down for the accused, the impression given was that an offence had not been committed.

Fundamental rights can’t be enforced against the individual or private entity: When Maneka Gandhi sued Khushwant Singh over certain references to her in his autobiography “Truth, Love and a Little Malice” saying that it was a violation of her privacy, she lost the case. It is precisely because of this lack of legislation that we have numerous Sing Operations taking place almost daily thereby obtruding upon individual privacy. However, despite the growing invasion of privacy, there is no Indian legislation that directly protects the privacy rights of individuals against individuals.

Conflict of Laws: Although on one hand, the Constitution confers the fundamental right of freedom of the press, Article 105 (2) provides certain restrictions on the publications of the proceedings in Parliament. In the famous Searchlight Case , the Supreme Court held that, the publication by a newspaper of certain parts of the speech of members in the House, which were ordered to be expunged by the Speaker constituted a breach of privilege.

Another major problem which we face today is against whom the sting operation is allowed? Some are of the opinion that it must be allowed against the public servants. The definition of “Public Servant” is given in 2(c) of The Prevention of Corruption Act. Again a problem comes that can we have sting operation against the public servants when they are not in their course of duty? There are so many problems which arise because we do not have proper legislation. We can say the root of all these problems is the lack of legislation first and any thing after.

Position Of Sting Operation In India

In India we have no specific law which governs such operation and also we have no judicial pronouncements till today which guides such operations or the acts of the media. But a person can go to the court under different laws to protect his rights and freedom. We have wiretapping which is a part of sting operation is regulated under the Telegraph Act of 1885. In 1996 decision by the Supreme Court which ruled that wiretaps are a “serious invasion of an individual’s privacy” The Court also laid out guidelines for wiretapping by the government, which define who can tap phones and under what circumstances. Only the Union Home Secretary, or his counterpart in the states, can issue an order for a tap. The government is also required to show that the information sought cannot to be obtained through any other means. The Court mandated the development of a high-level committee to review the legality of each wiretap. Tapped phone calls are not accepted as primary evidence in Indian courts.

Apart from the common law, the Supreme Court has recognized a constitutional origin as well. So, firstly, a private action for damages may lie for an unlawful invasion of privacy under The Law of Torts. These sting operations also violates right to privacy which according to the Supreme Court is guaranteed under Article 21- right to life and personal liberty. As we are provide that the freedom of expression guarantee in Article 19(1)(a) is not absolute therefore the constitution provides with Article 19(2) which protects the public interest morality and decency. A person who welcomes media interest in his life will not be able to claim a right to privacy as easily as a ‘private individual’. There is vast room for interpretation, especially with terms such as ‘private affairs’ and ‘public interest’; and interpretation will be made by the regulatory authority even though the onus on proving that a particular publication was in public interest lies with the media house. Undoubtedly, the jurisprudence of the Supreme Court will certainly influence interpretation The Apex Court has always upheld the importance of an informed citizenry. A ‘sting operation’ with a genuine motive to create awareness of wrongdoing, cannot be proscribed or prohibited.

Final Remarks:

The Union Information and Broadcasting Ministry must favour the introduction of a clause to address “Sting Operations” in the Broadcasting Bill. The Ministry must make a clear distinction between stories that amount to an “invasion of privacy” and those which expose corruption or have political implications. However, “Sting Operations” which expose corruption and tell stories with political implications will be allowed, as any attempt to proceed against them would be seen as an effort to stifle the media.

What journalists and editors need to determine is who will benefit as a result of the reporting. If journalism is committed to democratic accountability, then the question that needs to be asked is whether the public benefits as a result of specific investigative reports. Does the press fulfill its social responsibility in revealing wrongdoing? Whose interests are being affected? Whose rights are being invaded? Is the issue at stake a matter of legitimate public interest? What the regulatory body will need to determine is who will benefit as a result of the reporting. Is the issue at stake a matter of legitimate public interest? These are some questions which need to be answered when going for a sting operation or going for making legislation on it.

The legislation must govern the conduct of the media and must define the extent media can sting a person’s life and whom they can sting? In the US for example, it is only the federal government and the FBI alone has the right to use a hidden camera and go for sting operation. In India too some body like CBI or any other body must only be legalized to perform sting and their conduct must be regulated through the legislations. This body must not be immune to any legal proceedings. There must be a proper authority like court or Attorney General, whose permission must be sought on proper proof against the subject of the sting. The subject of the sting must have the evidence of criminality

Today the sting operations is taking place for commercial gains therefore the Supreme Court should take observations about it. Problem with the media is that it only campaigns for cases which appeal to its market and its imagination, which may result in its good reputation in front of the society.

To avoid falling into that trap, the sting operations need a code of conduct. Laws too, should be strengthened in this regard. Sting operations are completely justified if they are carried out with the protocol that has been talked about.



Franchise Operations Manuals - How To Write A Franchise Operations Manual In Three Easy, Affordable Steps

April 2nd, 2009
Kevin B. Murphy, Franchise Attorney, MBA - Mr. Franchise asked:


Franchise operations manuals may seem daunting, especially for a company that has never written an operations manual before. Bewildered by the new business of franchising, with its legal requirements, franchise disclosure documents, operations manuals, training programs, etc., many companies delegate responsibility to a high-priced franchise consultant.

But using someone to write your franchise operations manual who knows literally nothing about your business, never makes any sense when everything is considered objectively. And, besides a hefty price tag of $20,000 or more to write the manuals, using franchise consultants brings another, expensive result – legal risk. Here are some drafting tips and strategies from a recognized, international franchise expert.



Why Franchise Consultants Are Risky Business

Paying someone who knows nothing about your business, and having them learn it from scratch at your expense is really just common sense. Using franchise consultants for what is a relatively easy and straightforward task has never made any sense - except to the franchise consultants who charge exorbitant amounts to write an operations manual. It’s one of those little franchise secrets that the consultants don’t ever mention or discuss.

Using a franchise consultant to write a franchise operations manual also carries legal risk. The principal legal risk comes from including inappropriate topics, chapters and policies that are commonly found in company-owned, chain operations manuals.  If these are included, as they often are in franchise operations manuals, very significant franchise liability issues arise. Because the franchise consultants are not franchise attorneys or experts, they are entirely oblivious to this risk. They don’t know where the bullets come from in franchise litigation. As a testifying and consulting franchise expert, I routinely find franchise operations manuals drafted by franchise consultants and do-it-yourself manuals containing inappropriate chapters or topics. And, because they rely on boilerplate manuals used for other clients, where (hopefully) all instances of burgers, for example, are searched and replaced with tax returns, the end result is not only dangerous - it is also very mediocre. Giving a mediocre operations manual to a franchise owner who has invested hundreds of thousands (or in some cases millions) of dollars in your franchise model is definitely not the best way to start or ensure a smooth franchise relationship.



The Best Practice Approach To Drafting Franchise Operations Manuals


Besides the expensive and legally risky approach there is another, best franchise practice approach based on almost three decades of writing, editing and reviewing hundreds of franchise operations manuals. The essence of this approach is also common sense - letting the true expert in your business write the manual. Typically that person is the founder of the business, or a small team of management personnel who know business operations inside and out. While a franchise expert should be involved in the process, the expert’s role should be limited to a planning and editing capacity.



Three Easy Steps For Drafting A Franchise Operations Manual


The drafting process begins with planning and developing the Table of Contents for the franchise operations manual. This includes making sure all the appropriate chapters and topics are included, and the inappropriate ones are not. Knowledge of franchise management best practices is essential here, and that’s why a franchise expert’s input and planning is so important. Because most franchise operations manuals are incorporated by reference in the franchise agreement (which is a franchise industry best practice)  the franchise contract is also  reviewed.  Some operations-specific information may be inadvertently included in the contract by the attorneys, which is not a good thing. This needs to be moved out or appropriately amended.

The second step is giving the person(s) within your company who have drafting responsibility samples of operations manual writing styles, guidelines and instructions. With these, they can begin drafting each chapter of the manual using their extensive operational knowledge of the day-to-day, week-to-week, etc. aspects of your business.

The third and final step is having the franchise expert review each chapter as it is drafted and comment on the professionalism and sufficiency of the chapters from a franchise industry best practices and franchise operator perspective.

Summary

The first couple chapters are typically the hardest to draft, as you or your management personnel learn and apply operations manual drafting techniques under the guidance of a professional editor. But after that, it’s smooth sailing through the balance of the document. This approach produces a professional, easy to use and update franchise operations manual. It also ensures the most efficient use of resources and talent, and eliminates having to pay a franchise consultant $20,000 or more for this relatively simple task. Whether or not a company ultimately franchises, the process of planning, documenting and implementing standardized operating procedures and systems via operations manuals, like blue chip franchise and non-franchised companies do, makes any firm operate more efficiently and competitively. In a franchise environment, it ensures consistent and uniform operations, helping personnel with different skills learn to perform tasks in a consistent manner throughout the franchise network. Finally, it’s important to realize the process of writing a franchise operations manual never stops. As the business model evolves, so must the operations manual – the ultimate reason why writing the manual yourself to begin with makes imminent common sense. As one franchise company executive observed “I found that not only was writing my own operations manual a cost savings; it was imperative.”

copyright 2008-2009, Kevin B. Murphy, B.S., M.B.A., J.D. - all rights reserved

For further information, visit the Franchise Foundations website



Sony Ericsson Xperia Mobile Phone

April 2nd, 2009
Mymode Chief Mobile asked:


It was announced back in February last year but until now, Sony Ericsson’s Xperia X1 touchscreen iPhone baiter has remained tantalizingly out of reach. With its full QWERTY keypad and handwriting recognition, is it enough to bruise Apple mobile phone?

Let’s take a look at Sony Ericsson Xperia X1 mobile phone’s panel beater. Underneath the Sony Ericsson Xperia X1 mobile phone’s attractive, new-fashioned touchscreen there’s Windows Mobile operating system. It’s hiding behind a snazzy customizable interface called Xperia Panels, which softens the blow a bit, but you’re only ever a prod away from being dumped into Windows Mobile misery.

The Sony Ericsson Xperia X1 mobile phone sports handwriting recognition to turn your stylus scribbles into on-screen text. It’s a welcome alternative to touchscreen typing, but there’s also a full QWERTY keyboard that slides out from under the screen.

Hopping aboard the interweb express on a Sony Ericsson Xperia X1 mobile phone is a doddle. It’s got Wi-Fi built in, plus HSDPA for when you stray from the safety of a hotspot. It’s got faster uploading HSUPA tech as well which, if your network carrier supports it, will make uploading pics from the 3.2MP snapper quick as a flash.

If you spin the Sony Ericsson Xperia X1 mobile phone around, you will find a 3.2 megapixel camera. This isn’t one of Sony Ericsson’s CyberShot cameras, so you’ll have to make do without all the fancy gubbins come with those such as Car Zeiss lens or xenon flash. However, the autofocus should keep your snaps sharp.

Inbox interrogators are well served by the Sony Ericsson Xperia X1 mobile phone’s support for push email, which delivers missives direct to your mobile phone. Thanks to Windows Mobile it’ll also synchronize up with your computer to share calendars and contacts.

The Sony Ericsson Xperia X1 mobile phone maintains its sleek figure thanks to a full QWERTY keyboard that’s cunningly hidden away round the back. When called upon it slides out to transform the mobile phone into a powerhouse of pocket-able typing. With looks no other smartphone mobile phone can compete with, Windows Mobile fans have a mighty prospect in store if the Sony Ericsson Xperia X1 mobile phone lives up to its specifications and style.

This mobile phone has a battery that can stand up to 10 hours of calls with 833 hours of standby. It’s size is quite bulky though however it weighs only 158g.



Push Email for Mobile Phones

April 1st, 2009
Amika Mobile asked:


It is interesting that the approach that vendors and carriers continue to tout to users is that they need ALL their emails on the mobile phones. Users can either register for a “push” email for mobile phones service such as the Blackberry and receive every annoying desktop email they get in its full glory with its hundreds of lines and threads. Or they can sign-up to other vendor offerings such as Google or Yahoo! with their “pull” offerings for Smart Phones which download your desktop email view to your 2×2 inch micro screen! Both types of services force you into expensive plans of $50-100 per month and you have to buy a Smart Phone. This is even the model for the more innovative devices such as the iPhone from Apple. So, what is a poor overwhelmed user to do?

Users need to look at reducing the volume and hence expense of the “all” or “nothing” model. The enterprise can look at buying a product that only forwards the critical emails to users with the option to reduce the content of those emails down to the key content. Consumers can similarly sign-up to Smart Email-to-SMS portals that automatically reduce the number of packets (and hence cost) based on salient content and then decide if that email should go mobile or not.

The carriers and the vendors would have us believe there are no such services! All you have to do is look at innovative solutions like the Email to SMS solution of Amika Mobile to know that there are great alternatives out there!!



Have you ever tried of getting your Alienware laptops serviced? If not, did it ever occur to you that the time would eventually come for your beloved machines to get its well deserved pampering if not a complete laptop repair? If your situation is the latter, I am pretty sure you are up for a big surprise. For those who are new to this, I bet you are itching to relate.

I wish the surprise I mentioned earlier was a positive one. I really do. Especially given the fact that Alienware laptops are supposed to be aiming for the upper end of the laptop market, nobody would expect to get such horrendous service for such expensive machines. I could write about the nightmares I have gone through their technical support for days on end. Believe me you do not? Then please feel free to Google other customer experiences yourself.

Alienware Service – Freelance Laptop Technicians

Then we got the so-called freelance technicians on eBay. I know. Even I have not imagined that a Alienware Laptop Repair Service could be sold on eBay. Regardless of what you or I think, freelance laptop technicians do exist on the popular site. Many of them might even offer a tempting and affordable package for a laptop overhaul. The catch? Technical skills aside, such freelancers just do not have the resources (human or hardware) to be able to give you a good turn around time. So please feel free to try some of them Alienware service providers on eBay IF you are in no hurry to get your rig back in top shape.

After having had excruciating experiences on getting my Alienware workhorse serviced from the manufacturer and eBay technicians, I almost gave up. Luckily, I decided to try to get this baby fix one last time so I tried searching again for someone that might be able to do a better job. Then I found out that there are indeed some third-party companies that specialize in providing Alienware service.

Solution for Alienware Service

I wish I could say I have tried and tested all of them, luckily I can not since the guys at http://service.ztronics.com/ have done a hell of a good job bringing my rig back to its prime. These guys from Santa Ana, California sure did know their thing. The best part? I did not just have my alienware laptop overhauled inside out, I am also better off with the knowledge that I can still use my Alienware for years to come. And if I will ever need to get a more powerful machine, I need not throw this since I do have a number of upgrade options to make it run at par with any other notebook on the market. So now, all smiles I sure am.

October 1st, 2008
Alienware Laptop Professional asked:




Alienware Area 51 – M7700 - The Dream

Flashback year 2006, everyone in the computer world got stunned as Alienware unveiled their new breed of customizable gaming laptop, the Alienware Area 51. Back then, this gaming laptop was hands down every gamers’ dream for a gaming laptop. If not for its steep price back then, everyone would probably work double jobs just to get their hands on this formerly jaw-dropping gaming notebook – including myself.

What more could a gamer ask for in a gaming laptop? What game or 3d application do you think would not be running without a snag on the Alienware Area 51 M7700’s 3.8 GHz of hyper threading raw processing power provided by Intel’s Pentium 4 processor? Add Nvidia’s GeForce 7800 GTX with 256mb of dedicated memory for stunning visuals. Not to mention its 4 GB of PC5300 DDR 2 of ram. And of course, nobody with a right mind would settle for less than 7200 rpm for a hard drive given you already have all the previously mentioned top performing specs. Definitely not I!

Oh well, those were the days when all I could do is daydream on getting my hands on the world’s best gaming laptop. Luckily for me, the time for daydreaming is over. Even with our present economic challenges, I have managed well enough to be able to finally get myself the gaming laptop that I deserve.

Dilemma to get Alienware Area 51 - M7700

Ok. Now here is the funny part. I finally got enough cash to splurge on my dream gaming laptop right? So shopping I tried to do. And guess what? Alienware does not sell my dream no more! How ironic. How ironic indeed. I guess my dream will have to remain a dream for a little bit longer – Oh yes! I definitely am not giving up on this baby!

After countless hours trying to get quality information from Alienware’s customer support on how I could get my hands on the Alienware Area 51 M7700, I gave up on the Alienware’s horrific customer service and I took a step back to assess what options I got left in getting what I have dreamed of.

Then it hit me. EBay! There, I finally found one Alienware Area 51 M7700! Right then and there, I almost purchased it outright specially with it’s less than $ 1,000 price tag. Lucky for me I did not let my emotions get the better of me. I checked on the details of the unit being sold by this EBay seller. It does look like it’s in excellent condition; I will give the unit that. However, the configured specs are a little low for my taste. And the worst part? No option for a warranty! Oh no! Definitely not going with that one now. Not unless I want to end up going bald for issues that might arise after buying the rig.

The Solution

Just when things seemed too dark, a light shined at service.ztronics.com. They had some of the few Alienware Area 51 M7700 left on the planet. And not just that. There units are configured even better than how I dreamed it should be years back. And the best part? They have a 1 year warranty as an option. Need I say more?

At long last, I’m off gaming with what the critics and gamers alike dubbed as the best gaming laptop for months on end. All thanks to everyone at service.ztronics.com specially their top-notch customer service!

For more details on any variant of Alienware Area 51 you may contact http://service.ztronics.com or call at - 714-979-9877

September 20th, 2008
Alienware Laptop Expart asked: