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We've written some insightful, entertaining articles that span topics from support to design to content management and beyond!




This is a headshot of Sanj Rajput.

Illustration of truck and storefront in a cellphone

 

Most people during the pandemic and with this new age of technology have shifted to online sales; our sales team at REM is no exception. We here at REM have adjusted our sales and outlook on the industry as the state of world of communications has been changing over the past 3 years.

 

Online sales have always been a thing in the business world, but never have we been this reliant on them. Now that we are coming to the end of the pandemic some sales are moving back to in-person, but most are staying online as everyone has grown accustomed to them.

 

Here at REM, we like to focus on a few main points when it comes to online sales and making sure our clients have the best experience possible. This way we can ensure each one of current and future clients is well taken care of.

 

Communication

Communication is the foundation for a great relationship with clients. Moving to online sales has come with a new set of challenges when it comes to communications. However, we have adapted to move forward as smoothly as possible.

 

Being hands on with communication is a major part of sales. Communication online is very different than communication in-person. Long pauses, exaggerated expressions, verbal ticks, and rambling all come across worse over a call or video chat. Small mistakes in verbiage and the way you speak can easily be fixed in person but over video call it can come off as unrehearsed or as a bigger mistake than it was. Being clear in communication helps immensely when it comes to online sales.

 

Clearly communicating what you are trying to sell your client on is also a major point. When you are talking to a client in person you must explain everything in detail. However, with online sales you can provide visual aids and occasional demonstrations. This allows us to communicate better with our clients and allow them to fully understand what we are trying to sell them on.

 

Here at REM, we have a very hands-on support and sales team, eager to help whenever needed. Communication has always been our top priority when it comes to client relations. Because everything we do is done here in house, it makes it very easy for us communicate easily and clearly with our clients regarding any questions they may have.

 

Flexibility

Flexibility is a key skill when it comes to sales; being able to change your pitch and approach depending on the response you get from a client is very important. Sales has always been a back and forth, a conversation between two people. So, when that conversation has a distance barrier placed in the middle it makes it a little harder to have.

 

Being able to change on the spot depending on your client is extremely important. Moving to online meetings has come with a new set of challenges that need to be adapted for. Technology is not always easy, and clients are not always as well versed with it as you may be, so be prepared to change your approach depending on them. Some people may also not be as receptive to online meetings as others, be able to change your approach depending on how the client is responding and your call will go much easier.

 

Changing meeting times is also something one needs to be on the lookout for. With in-person everyone made sure to plan their days very specifically around meetings, especially if it meant having to travel. However, with online becoming more common place it is easier for people to go over time in meetings or to double book themselves. Be flexible and understanding when it comes to having to change times.

 

At REM, our sales and support team are happy to be flexible to fit what you need. We are happy switch meeting times with enough notice and change up our pitch if it is not working.

 

Customization

Most sales representatives will customize their sales pitches depending on their client. Customization is a major player in sales and making sure that you can sell to everyone, and anyone, is the key to success. Being able to customize how you sell is a great skill to have and will help you further your sales career.

 

Not only is customizing your pitch important, but also being able to customize your product. Allowing clients to feel as though they have control over the product or service they are purchasing, and their sales experience is key. If your client feels like they have no choice in their sales experience or in the product they are purchasing, they are less likely to want to go back to the company. Now granted, not all products are customizable, and most clients are aware of that, but a sales pitch can always be changed.

 

Clients know when a pitch is rehearsed and can tell if you are just reading off a script. Change it up, make it feel like you have personally designed your pitch for the person you are specifically speaking to. Being able to improvise is also a big help. Your client's mood and approach may change while you are in a meeting, so be prepared to switch it up on the spot. The last thing you want is for your client to lose interest halfway through your meeting and get bored.

 

At REM, we care about our clients and their experience, so our sales and support team has learned to adapt. We make sure that each client feels like they are well taken care of by the best of the best. Due to the nature of the service, we provide here at REM, we can make sure the client has full customization over their website. This allows us to continue to provide the best service we can for our clients. If they are unhappy with something we are always happy to change it until they are.

 

Rapport

Building rapport with a client is one of the most important things when it comes to sales. Something to remember is that with long standing clients you are not just talking to them once or twice, but constantly. Making sure that you build up that rapport with them is key, it makes them feel like you care and not just because you want their sale.

 

Sharing jokes, talking about pets or kids, and talking about hobbies are things that can help you build up a relationship or a rapport with your client. Now yes, most of your time talking to a client should be focused on business, but, if they start talking about their kids do not cut them off. People love talking about themselves, and yes that does sound bad, but it is true. Allowing your client to talk a little bit more about themselves and their lives makes them feel like you care about them and will make them want to come back.

 

Building a rapport also helps you as well. Rapport with client does not just make them feel more comfortable but it can also help you. The better you know a client the easier it is to have future conversations with them and the easier it is to gear your pitches towards them. If you know how someone will react you are able to change how you act around them accordingly. The better you know a client the easier it will be to sell to them in the future.

 

Not only will it help you sell to them better, but it may get you personally more sales. If a client likes you specifically, they may request you time and time again as they work more with you company. They may also recommend not only your company but you to others they know, bringing in more business with your name attached.

 

Due to REM’s smaller size, we can have more personal one-on-one relationships with our clients. This allows us to make sure each client's needs are met. It also allows our sales and support team to better adapt to our clients as they know them more personally.

 

Once your company moves to a customer-focused sales approach, your staff will realise that it’s all about building relationships with your clients. They will stop focusing on pressing the sale and worrying about their commissions or close-rates and they will start to enjoy spending time with potential clients.

 

Professionalism

Moving to online has also come with working from home more, so maintaining a professional appearance has become more of a challenge. Making sure you appear at your best will affect your sales. It is also no longer just about how you look but how you background looks.

 

In the business world there is a certain dress code most companies prefer you to uphold. But, as people began working from home more, the dress code went out the window. However, if you have a meeting with a client you cannot show up wearing your pajamas or comfy clothes, you still need to look like a working professional. Make sure your hair is done and clean, you have on a good shirt and tie or anything else that suits you. Your appearance affects the appearance of the company, so make sure you look the part.

 

These days, since most people are still working from home or do a hybrid, not only do you yourself need to look good but your background does as well. Now most people do not have the time, money, or space to re-arrange their entire house to make sure they have a clean and clear working space.

 

However, you can limit the amount of unprofessional or distracting items in the background. That means removing most media posters, distracting knick-knacks, anything that can make noise, and if possible, keeping kids and pets away from working areas. The last thing you want during a virtual meeting is for your client to get distracted by a poster you have on the wall behind you or get upset because your cat keeps walking across your keyboard.

 

Take advantage of the latest technology and put in a virtual background to hide your office space if you can’t make it look professional. REM sales staff use the same branded virtual background to make sure our potential clients get a consistent experience regardless of who they are speaking to on the sales team.

 

At REM we have moved to a hybrid style of working, meaning our support and sales team works both in the office and from their homes. Due to this we make sure that even when they are working from home, they uphold the highest level of professionalism to ensure the best experience for our clients, both current and future.

 

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This is a headshot of Shauna Ramsaroop.

Red mailbox with lots of envelopes flying out of it

 

One of the most common support questions that we get at REM involves our clients email hosting, and we get it – if something isn’t working right with your business email it can be rather frustration. The most frequent issue that support receives is our clients reaching their mailbox capacity and cannot receive emails.

 


 

How can you prevent this from happening? Let’s chat:

 

Clear out your Mailbox

More often than not we tend to keep emails for a long period of time. I have a really bad habit of not clearing out my mailbox. On a weekly basis I go into my mailbox and delete any old emails that I no longer need, this include a quick look through any folders. Once I’ve deleted emails that are no longer required, I always be sure to empty the deleted folder as well!

 


 

Use a 3rd Party Email Client

This is one thing that you should be doing regardless, REM gives you access to your email via a webmail account, it’s a basic platform that allows you to login and manage your email account. We do highly suggest that you configure your email addresses with a 3rd party Email Client such as Outlook, Gmail, or Thunderbird. Using these clients allows you to extend the use of your emails – it also helps you manage your storage. Most of these clients allow you to create personal folders which will remove them from the webmail and store them locally opposed to on our servers.

 


 

Increase your Support/Hosting Package

If you’ve exhausted all of these options, I would definitely suggest talking to our support team to determine if you can increase your mailbox storage or increase your hosting package to provide you with more email storage.

 


 

If you have concerns about consistently reaching your email capacity, please reach out to us at [email protected], we’ll help you determine next steps and review your package options.

 

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This is a headshot of Shauna Ramsaroop.

Woman using a laptop with the Webwizard login in the screen

 

Now that I have a few training sessions under my belt upon my return to REM, I’d like to share my experiences with you as a trainer, and as a fellow student. Once we have designed, built, tested and reviewed your website, we typically reach out and schedule a training session with you. Pre-pandemic, we would invite you into our awesome office and hangout in the boardroom. Nowadays, we’re inviting you into our homes and conducting training sessions virtually.

 

Depending on the site we’ve built for you, sometimes we split your training sessions into two parts, one 1.5-hour session for our standard modules and a secondary session for anything custom on your site, for example – eCommerce. As a student, I know first-hand that there is a lot of information provided to you, and it really is difficult to absorb new material. As a trainer I know the majority of what is presented to you in the training session doesn’t quite resonate until you’ve had a chance to play with the tools. 

 

Here are some tips to help you through the training session:

 

Taking notes is NOT essential

I know this is slightly breaking every rule when it comes to learning. However, we have compiled training documents for you and will send them after the session is complete for your reference. I honestly believe, you will get more out of the training session if you’re focused on how to navigate our tools.

 

Ask questions

Our trainers won’t get upset if you interrupt us. I promise. If you’re unclear of how something works based on the way we’ve presented it to you, ask us to clarify or explain it in a different way. Remember, we want you to succeed.

 

Provide us with hypotheticals

Our trainers do our best to understand your business, however we are limited, during your training sessions, give us examples of the results you want to achieve and we’ll show you how.

 

Once your training session is over, you’ve received the training documents go into WebWiz@rd and update your content, make changes and get a feel for how it works. Remember, that’s not the end of the road for your learning either.

 

If you’re trying to change something and you’re stuck email us at [email protected] – we’re here to help.

 

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This is a headshot of Shauna Ramsaroop.

Illustration of multiple devices with online shopping graphics

 

I have to admit, I’ve never been one to shop online. I was stuck in the mindset of only making purchases if I could touch a product. With the onset of COVID-19, I was forced to surrender myself to the world of online shopping. Let’s just say I may never return to a shopping mall again.

 

The year of 2020 brought us all challenges, it also brought us new experiences and the way we do things has forever changed. My online shopping addiction holds a strong case for business owners that are selling tangible products – it’s time to look at your options.

 

Of course, there are many platforms that exist that can give you an online marketplace, however they do come at a cost. Some of them charge transactional fees, some require you to pay a monthly subscription and you will often find yourself waiting for assistance on a support line when something goes wrong.

 

If you haven’t guessed yet, this is my shameless plug for our WebWiz@rd eCommerce Module. It really is a behemoth of a platform and allows you showcase your products, limit your transaction fees (we don’t believe in dipping into your hard-earned profits), and feel confident that you are in full control of the products you want to sell and how you want to present them to the world.

 

Here are a few reasons as to why I personally enjoy working with our clients who use our eCommerce module:

 

It looks great

When we design the look and feel of your eCommerce pages, we ensure it’s cohesive with the design of your website. Most online marketplaces offer you template looks and colours, with our eCommerce module we deliberately design and build it to give your customers a pleasant visual experience that keeps them searching through your products.

 

It’s easy

Yes, you can have complicated product offerings, however we have done our best to build you a tool that makes complicated, easy. Not only are we here to train and guide you on how to showcase and organize your products, we’re also here to support you throughout your journey of selling online. When you hit a roadblock, we’ve got your back!

 

It’s customizable

Not only is the design custom to the look of your website, our developers are able to tweak the module to ensure that it fits your needs. We’re aware that each business has different needs, especially right now and our team will work tirelessly to ensure that we provide you with the tools that you need to succeed.

 

If you like what you’ve read about our eCommerce module, feel free to reach out to us. We’re here to have a conversation about what you need to flourish!

 

This is a headshot of Shauna Ramsaroop.

Illustration of people in front of CSM lettering

 

Our REM team consists of many different roles, in this blog I’m going to highlight some of the responsibilities of our Customer Success Team. Our Customer Success Managers (CSM’s) at REM act as hybrid contacts for you from the start of your journey with us, through the deployment and are here to support you after your website goes live.

 

The Early Stages

At the beginning of your project, CSM’s will typically reach out to start the discussing the hosting portion of your contract with REM. This includes transferring any domains, setting up DNS and email hosting. During this time, we explain the hosting packages that we have to offer you, discuss the importance of SSL Certificates and most importantly introduce ourselves!

 

Testing and Site Review’s

Once your site is built and tested by developers, the CSM’s will do a second round of testing. At REM we take testing your website very seriously to ensure that we hand you the best functioning website that we can. Once your site has gone through the rigorous testing stages, we reach out to you to schedule a Site Review (this is my favourite stage). A site review is the first time you see your website in its functioning form on our staging server. It’s typically a 15-minute conversation between you and your CSM reviewing the site together and discussing the outcome of the design/development of your site based on your engagement letter and concepts.

 

Training

WebWiz@rd is a fantastic tool, it is user friendly and easy to navigate. CSM’s are armed with the knowledge and tools to provide you with training that is simple for you to understand and empower you to continuously update your website all on your own. We have many different modules ranging from our media collections, blogs and newsletters, eCommerce platforms and many more customized solutions based on your requirements. Our CSM’s will show you the ropes and guide you through managing your website.

 

Support

One of the most important aspects of our business model is to ensure that you always feel supported. Whether you’re struggling with changing something on your website, or something isn’t functioning the way you predicted, our CSM’s are here to support and help you. Whether you send us an email, or give us a call we’ll be sure to listen and help.

 

CSM’s at REM are here to build relationships with you and our goal is your success!

 

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This is a headshot of Brad Anderson.

Businesses often focus on ways to grow their business, promote their brand and increase profits, but providing excellent customer service can help accomplish all these goals with little to no extra cost or training.

 

Build loyalty with great experience for your customers.

 

People don't pick businesses based on product or price alone. The experience they have at your company can be the difference between loyal repeat fans and ambivalent customers. Ambivalent customers are quick to jump onto promotions and discounts offered by competitors. But loyal customers stick with your brand because they know they can expect high-quality service.

 

Building your reputation is key to your business's long-term sustainability. Done very effectively, customers will spread the word about your company and bring in new customers without any additional marketing from your end.

 

Customer service pays off

 

Building loyal customers who continue to patronize your business and bring in new customers only helps your company grow. Businesses rely on repeat customers to stay competitive. Customer service is one of the best ways to engage customers in your brand and encourage them to come back.

 

  a woman shaking a man's hand

 

Exceptional customer service is a simple but highly effective way to help your business stand out. While competitors might rely on flashier products or dramatic promotions, your company can steadily build a business with consistent customer service.

 

Customer service is especially important for small businesses.

 

Large corporations or big box stores can afford to offer the lowest prices with their high-profit margins and cheap manufacturing practices, but friendly customer service can eliminate customer reservations about slightly higher prices. Many consumers are willing to pay a little extra for products or services from a local business, especially when they provide a comfortable, welcoming atmosphere.

 

While researchers haven't quite proved that excellent customer service boosts employee morale, the two are related. Positive feedback from customers results in better morale, which leads to more - or even better - customer service. Psychologists name motivation and performance (including customer service) as a sort of chicken and egg conundrum. We may not be sure which came first, but the presence of one usually draws in the other.

 

For more information on how to keep your business competitive, including customer support, web design, and marketing strategies, contact us at REM Web Solutions.

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This is a headshot of Brad Anderson.

WRFN's website on in a computer monitor

 

About

For families of children with special needs in Waterloo Region, Waterloo Region Family Network is the most broadly resourceful organization because: we are built by families, for families; we don’t require a diagnosis or criteria for eligibility; we provide resources and facilitate meaningful connections for families of all life stages. Our overarching purpose is to serve the family to support the child.

 

WRFN's Main Contact Person: Sue Simpson, Executive Director

 

No. of Employees: 7

Established: 2009

Location: Kitchener, ON

 

Visit WRFN's website

 

 

 

Q:

Why did you choose REM?

 

A:

We liked REM’s personable approach. When we reached out for a quote they asked to meet in person so they could fully understand what we needed from a new website. REM clearly explained what could be done and at what cost. We also appreciated that they provided a Not for Profit Discount.

 


Q:

What was it like working with REM?

 

A:

It was a pleasure working with REM! The team we worked with was extremely professional, supportive and always quick to reply. They were patient with us and took the time to understand how we needed our new website to function. They also provided training for our team that was geared to our level of understanding! Not only was REM great to work with while they developed our website, they have continued the same level of customer service with any ongoing support we’ve needed.

 

 

It was a pleasure working with REM! The team we worked with was extremely professional, supportive and always quick to reply. 

 

-- Sue Simpson, Executive Director

 


 

Learn first-hand how we can help you with your website needs.
Contact us today!

 

Toll Free: 1.866.754.4111

Phone: 519.884.4111

Sales: [email protected]

Support: [email protected]

 

This is a headshot of Brad Anderson.

The Importance of Email Security and Strong Passwords

 

secure server room hi tech sleek future

 

Email security and password safety are important for individuals and businesses alike. As online scams increase, it's important to protect yourself, your clients, and all confidential information. 

 

Why Internet Security Matters

 

Internet safety means keeping private information in the right hands. If your emails or your client's information gets hacked into or leaked, this will lead to future problems. It will also diminish client trust in your brand due to the fear of information leaks. Sensitive information being leaked, computer damage, and even identity theft are risks of not taking internet security seriously. Long story short, it will end up costing you time and money to not take this stuff seriously.

 

How To Choose a Secure Password 

 

When trying to keep your business safe, be sure to follow these tips to create a secure password.

 

  • Use a long password, at least 8 to 10 characters long with a mix of capitalized letters, numbers, and special characters. It is important to note that this is a minimum, and you should generally try and use as many characters as the password field allows, with as much variety in the characters as possible.

 

  • Whatever you do, do not use the same password for every account you have. Even if the password is extremely secure, if it gets hacked in one location, you will lose literally everything that you use that password for. This includes banking info, social media accounts, the login password for personal or work computers, and even online gaming accounts.

 

  • Do not use personal information about yourself as a password, such as your birthday or the name of someone in your life, as this information can easily be found and used to hack your account.

 

  • There are programs such as KeePass which allow you to store passwords in an encrypted way to avoid letting them slip into the hands of a hacker, all the while allowing you to keep them in a well-organized list for reference. It is terrible practice to physically write them down, but if you do decide to write down your passwords somewhere, consider using a code that only you understand to avoid prying eyes from attempting to use it.

 

  • If available, consider using a password authenticator. These are usually either physical devices (see image below) or are attached to an app on your smartphone. They work by generating a random number or password every 10-12 seconds which a user must enter in addition to a password when logging in, and basically provide an extra layer of security. These are common for some high-security companies and banks, and employees are often required to use them to access workplace computers.

 

  • If you are not keeping a record of the password, use a sentence or phrase as the main base for your password to allow you to remember it slightly easier. Create an idea involving a memorable person doing a unique action with an object, and form your sentence. Then, using that sentence select a few characters and add in various numbers and letters. For example, if your sentence was "the Joker lifted a toaster with his elbow" your password could be something like "JokLif4Toa@3lb." 

 

  • Change your passwords every few months to keep yourself safe from hackers, and to interrupt any ongoing attempts to crack your passwords. 

 

 

user with a password authenticator banking security

 

 

How To Recognize When an Email is a Scam 

 

Along with keeping yourself safe by creating strong passwords, it's also important to determine whether or not an email is safe or not before clicking it. Make sure you know the sender before opening a message, and if you have never received an email from the sender, be wary.

 

Never open an attachment or links from an unfamiliar source. Check whether or not a link is legitimate by hovering over it (but not clicking it) and checking the bottom of your screen. Be extremely cautious of any links that are not a common .ca or .com domain.

 

If the sender is asking for money or giving you information about rewards, check facts and never share personal information through email unless you're completely sure it's safe (in fact in this case, it is best to just remember the saying "If it sounds too good to be true, it probably is"). 

 

If you are receiving a high volume of scam and spam emails, consider using a spam filtering service such as FuseMail (which we offer starting next week as a part of our email package). These services will do most of the detective work for you, and you won't even see 99.9% of the spam emails as they will be stopped before they ever get to your mailbox.

 

Be sure to include opportunities for customers to share information or questions about scams in your web design, through forms or contact links. Ask them to let you know if any scam emails appear in their account attempting to impersonate you or your company. This way, your clients will know to trust you and you'll be aware of fraud attempts and possible disclosures of sensitive information. 

 

If you have any questions about this, or even have personal stories about this you would like to share, feel free to reach out to us at our Support Email. You can also contact us here through our website.

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This is a headshot of Rob Matlow.

This is a continuation from part one that talked about the creative brief process in our designs.  

 

After our design team, has reviewed the creative brief with our design team the begin the design process.  In a matter of days, the graphic designer provides an exciting look at the website concept and solicits early feedback from our clients.  This early feedback is unique to our process and is instrumental in designing the perfect website.  This feedback loop is repeated up to 4 more times.  To state it concisely, we allow up to 5 rounds of revisions per project. That’s more than any competitor we’re aware of.  We really want to make sure you love it before we build it!

 

Once a concept is approved by the client, the design files get send to our development team where all of the powerful WebWiz@rd components are attached by a dedicated developer. 

 

Every part of the project is tested during implementation by the developer and then double checked by your account manager.  A final check is performed between the completed product and the original agreement.  Once complete, the beautiful new website is held on our staging server and presented to our customer.  We call it a tour.

 

In conjunction with the tour, our technical support team will invite the entire client team in for training.  Training is designed to quickly demonstrate how the new tools work and to make it easy for our clients to make their own content changes in the future.

 

The new website remains on the staging server until the customer is ready show it to the world.  While on the staging server, the customer is free to modify their content, add new pages, transfer existing content from other sites, all while keeping their existing site up and running.

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This is a headshot of Jillian M..

Growing up I would have never thought that I would find so much interest and enjoyment in validating data; specifically, in data quality and data integrity.  My interests and strengths were in the arts and to be quite honest I don’t even think I mentioned the word “data” for the first 25 years of my life let alone understood what data quality and data integrity meant.  Even if I had been told their meanings at a younger age I was never in a position to understand their definitions in a practical way.

 

As I write this blog I am trying to think of any instances throughout my adolescence that would have predicted my interest in this area.  I’m coming up empty handed for anything obvious.

 

Regardless, it is something that I enjoy now and it is something that I am very good at.

 

Data quality isn’t optional.  It is a must. 

 

It is essential that our data is unambiguous and accurate to ensure that our day-to-day operations remain productive and straight forward.  This level of quality prevents costly errors and when analyzed allows us to make informed decisions. 

 

Data integrity is essential.  Full stop.

 

In our business there is no excuse for a lack of data integrity and as part of my job I am tasked with reviewing, correcting and enforcing data integrity across a number of REM’s systems; project databases, client datasets and financial systems.

 

Providing high quality data that is accurate and consistent across all systems can be a bit more time consuming but it is worth the extra effort.  Incorrect and disordered data can have very negative ramifications and can take much longer to fix (if any issues that arise can be fixed at all).

 

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