Entries by Shelley Bainter

Good Enough is not Good Enough for Commercial Services

There’s a new article on forbes.com by customer service consultant Micah Solomon that’s worth every commercial service contractor’s time. Read Is ‘Good Enough’ Customer Service Good Enough For Your Business?  I’m sorry to steal Micah’s thunder, but anyone who wants a profitable, growing service business already knows that the answer is no. Micah Solomon’s five […]

Announcing the 2017 Digital Wrap Conference

Registration is now open for the 2017 Digital Wrap Conference. Last year’s inaugural conference made it clear that commercial service contractors need a forum to exchange ideas for how to run their business, and that’s what we’ll do at DWC17. Conference details: Sunday, November 5 – Tuesday, November 7 Wild Dunes Resort Isle of Palms, […]

All-in-One is Pre-Internet Ideology

One of our most quoted blog posts is this one – where Billy says that in all-in-one software, the ALL will be SMALL. You should reread it, but the summary is that all-in-one providers can’t offer the same innovation as a suite of connected applications from providers who focus on one part of your business. […]


Write your Vows to your Premium Program Customers

We’ve mentioned (here and here) how much more profitable it is to sell a premium program that gives the customer better outcomes than it is to negotiate on labor rates.  You’ll need a few things to sell a premium program: Technology-enabled differentiators A proactive maintenance and/or inspection plan A defined service level agreement (SLA) The […]

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Bust Customer Service Data Out of the Silo

Integration is a popular topic at ServiceTrade. More people are coming up with ways to integrate their customer service data with other operational programs – their website, CRM, accounting, or marketing programs. Once shared across applications, data becomes information that can be used by people throughout the company. Are you thinking about all the ways that […]


It Actually is Rocket Science

Sometimes inspiration comes from unexpected places. Like space and a government agency. NOAA (National Oceanic and Atmospheric Administration) is shrewdly launching (pun intended) the GOES-16 satellite and sharing their excitement with the public. Service contractors can learn from two things that NOAA did exceptionally well: They engaged their audience throughout the process of adding new […]