To Do: Start Using an Online Task and Project Management App
In some ways I miss the old way I kept track of my to do list. It was a piece of paper with an item on every line. I would draw a small box to the left of the item, then a description to the right. When the item was completed, I colored in the box. Seeing a full sheet of paper with all the boxes filled in was extremely satisfying.
But it was worth giving up that column of boxes to go digital. I like having access to my projects on my laptop and from my smartphone wherever I go. Instead of writing BUY MILK on my hand with a Sharpie, I have setup an alert for when I leave the office that will remind me to stop at the store. ServiceTrade uses a couple of applications to share project details across our teams and with our customers.
Service companies can use a project management application to prepare for major projects (taxes, renovations to the office, renewing benefits plans) and manage regular, recurring tasks (vehicle maintenance, financial analysis and reporting, adding new software, monthly snack shopping trip). Whether it’s a big project that will help evolve the company, or simply the work that has to get done, you’ll be more efficient with the information organized in one place.
Asana
ServiceTrade’s services team relies on Asana to manage all manner of large and small projects, from onboarding new customers, to internal company tasks.
A member of the services team sets up the new project, enters and assigns the tasks, and invites the customer to join, with tasks assigned to them, too. It keeps the project on time, and helps us review project status and next steps any time. Having discussions, relevant files, notes, and tasks all inside the application is what makes Asana stand out.
Asana has a generous feature set in its free version, and is a strong choice for a professional project and task management platform for any type of business. www.asana.com
Trello
ServiceTrade’s marketing team uses Trello to keep track of its daily and weekly tasks, and to prioritize long-term projects. One of the challenges we face in marketing is that new ideas and opportunities come up every day. Using Trello helps us prioritize those new opportunities against our established plans and upcoming deadlines. www.trello.com
Reminders
If nothing else, the Reminders app on iOS devices and many other note-taking applications are a quick and easy way to enter a task and set a reminder. I use these in my personal life to keep track of errands, shopping lists and tasks.
More than keeping your to do list in front of you, these applications will help you:
Be more productive, efficient and focused on the right things
Manage the day-to-day and remind you what to do between calls, fire drills, or when you need a nap at 3pm
Plan near-term priorities so you know what to do and when, and decide what needs to wait until later
Lay out long-term projects and store a list of future projects and ideas so they don’t get lost
Centralize information and collaborate with others in an affordable, accessible, cloud-based application
Companies who use ServiceTrade are used to having data at their fingertips about the status of their work. These applications will give your team the same type of visibility and control to your internal projects that you have in your customer engagement and service delivery.
Get Started
Since these applications are free, download each of them and try them out. You’ll find one is a better fit for your business, that you can adopt and share with the rest of your team.
Have you tried any other project or task managers that you like? Let us know in the comments below.
I had to chuckle every time that I walked by the Powerball signs last week that couldn’t display full $1,500,000,000 jackpot because the signs have just 3 digits to show the number in millions.
This past weekend, there was the opposite situation in Houghton Lake, Michigan where they didn’t need the dollar digit when the price of regular unleaded gasoline briefly fell to 47¢ per gallon. Wow.
Gas prices are the lowest across the US that they’ve been in some time — even outside this extreme example. It presents an interesting question to field service companies about how to forecast their 2016 fuel budget.
Each year, GasBuddy.com forecasts fuel prices for the year ahead. They predict that 2016 will be the fourth straight year of a declining national average price for a gallon of regular unleaded and diesel fuel.
GasBuddy is forecasting a national average of $2.28/gal of regular unleaded – down 12¢ from the 2015 average of $2.40.
Based on today’s situation, it seems conservative to carry your 2015 fuel expenses over as your 2016 budget (assuming the same number of trucks and general service area.)
The Potential Gotchas
It goes without staying that it is an extremely volatile time at home and abroad. The lower fuel prices that are good news for field service companies are leading to cutbacks in oil and gas companies and adding instability across some sectors of the US economy.
Instability around the globe could mean changes at any time that would put gas back at $4/gal. Be prepared for the possibility not just for your own fuel expenses taking a jarring jump upward, but for what it also means for your customers as they would have to invest more in automobile and heating fuel and spend less in proactive maintenance.
Control What you can Control
Besides keeping your fingers crossed and hoping that the 2016 forecast holds true, there are a few areas where you have more control over your fleet management budget.
1. Lower your total cost of fleet ownership (TCO).
Finding the balance point between replacing vehicles too quickly, but getting optimum resale value before you start to feel the pain from an increase in maintenance for an aging fleet is tricky. The acquisition cost is certainly the biggest factor in the TCO, and not a cost you want to incur any more often than necessary. But it is a one-time cost and just part of the lifetime TCO.
Calculate a simple TCO per mile per vehicle with this calculation:
(capital costs + operating costs) ÷ total miles traveled = TCO per mile
edmunds.com has a TCO tool for many vehicles. While it has more data for personal vehicles, there are some light commercial vans and pickups that many of you may use.
Identifying the vehicles in your fleet with the highest and lowest TCO will surely be helpful in making future purchasing decisions.
2. Get more miles per gallon and cover fewer miles.
You can’t control the cost of gas, but you can control how sensibly your crew uses it. This is where a good field service management solution will help you assign trucks to regions, and build fuel-efficient routes in those regions.
Also take a look at cutting your total vehicle weight. Heavy loads burn more fuel, so take a truck inventory, and unload the tools and materials that don’t need to be on the truck all day, every day.
3. Lower your opportunity costs.
Not only does common sense routing reduce your fuel consumption, it also cuts into your opportunity costs that grow when techs aren’t on the job site. Building optimized routes for each truck keep those costs as low as possible. Take a look at how customers set efficient routes with the ServiceTrade map-based scheduler.
GasBuddy.com and its mobile app are good tools for locating the lowest gas prices in your neighborhood. We wish you safe driving throughout the rest of the winter!
And about that jackpot…
We are happy to announce that the ServiceTrade crew won $8 in last week’s Powerball drawing! We immediately spent it on delicious, conciliatory donuts from Rise.
NYC Taxis Start the New Year with a Digital Wrap
Happy new year! Two thoughts keep coming back to me this week: First, I sure miss sleeping in over the holidays (I’ve never been a morning person). Second, 2016 is going be the year of the digital wrap for service companies.
The Year of the Digital Wrap
Here’s a task for you: Take a look at your service delivery process and write down every point where you engage your customers. Include everything: appointment-setting phone calls, quotes, invoices, and service appointments.
Where do you see opportunities to make changes and engage your customers online? For the service businesses that want to survive and thrive, those processes will change and improve over the next 52 weeks. The best and easiest way to do that is through the elements of a digital wrap.
We’re pretty excited about the year ahead. Billy Marshall has been writing a book for service companies about how to get that digital wrap in place that will be published in the first half of the year.
Expanding Digital Wraps
If you’ve been reading our blog for a while, you know that Uber is our favorite example of a company that uses the digital wrap to disrupt a service industry and to simplify the delivery of exceptional customer service.
In response to a painful loss of business to Uber, New York City taxi system soft launched an application in Fall 2015 to try to lure their customers back. Like Uber, customers use the application to contact a driver, track the car en route, and make the payment. Reviews of the new system cite a few glitches that will likely be worked out in time if they’re committed to their digital wrap. Kudos to the taxi system for upgrading their services – even if they had to be dragged into it!
The taxi system is not in an enviable position. They’ve lost business to Uber that they have to try to earn back. By being first, Uber set the standard and expectations for the user experience, requiring its competition to find new ways to remain relevant, fight for their customers, and offer customers more options.
The best news of all for consumers is that service matters most. The online reviewers of the NYC taxi application talk about ease of use, cost, service, responsiveness as they do for every service provider. Uber raised the bar for service across the board.
Decide to be the Leader
Taxis are now playing the game by Uber’s rules. how about if you become the leader in your market so your competition is forced to play by your rules in 2016? The digital wrap is the way, and we look forward to going through the details of how to get there with you over the next 52 weeks.
5 Ways a Digital Wrap is Better than a Truck Wrap
You may have seen the story behind this image that has been spreading through television and the Internet.
In case you didn’t, the short version is that a plumber in Texas traded-in his company truck, thinking he had an agreement with the buyer that they would remove the truck wrap before it left their facility. That clearly didn’t happen! Photos of the truck in its new home in the Middle East and its new terrorist owners have surfaced. The owner of Mark-1 Plumbing is now suing the buyer. Needless to say, that plumber’s year has not gone like he expected. The owner said “Yesterday I ran into a guy I used to work with, for the first time in five years. ‘Sell any trucks to Syria lately?’ he asked. Everybody thinks it’s funny, but it’s not.” (source)
So during this holiday week, we thought we’d take a look at the 5 WAYS A DIGITAL WRAP IS BETTER THAN A TRUCK WRAP.
5. It’s fast, easy, and cheap to correct misspellings on a digital wrap.
4. The kids can’t take the digital wrap for a joy ride on the weekends.
3. Your (ahem) “challenging customers” don’t know when you had to go straight to the bar after leaving them.
2. Jean Claude Van Damme isn’t constantly nagging you to use your trucks in stunts.
1. It’s difficult for terrorists to attach weapons to a digital wrap.
If you’re not familiar with the concept of the digital wrap and engaging your customers online, read through these recent blog posts during your down time around the holidays:
Why Google’s Relationship with Home Advisor Matters to Service Contracting Businesses
There is a new chapter to the story of Google’s expansion into home services.
In a ServiceTrade blog post that generated a lot of conversation among our readers, we told you how Google has been experimenting with changing search results for home services in San Francisco. (Re-read Google Home Services and its Impact on Small and Medium Businesses).
Now Google has partnered with Home Advisor to take advantage of the work they are doing to screen service contracting businesses, collect information about their services and connect them with interested prospects.
Google is trying a few different things.
Google obviously sees the opportunity to insert themselves between service companies and their customers and take a cut for streamlining the process. They have invested in three initiatives related to services:
Home service ads
Home Advisor partnership
Investments in ThumbTack and Homejoy
These are just the initiatives that we know about. It’s fair to assume that they’re cooking up more ideas and writing a story that ties them all together.
Here’s the latest.
Google home service ads are looking a little thinner as we head into the holidays. The company is now testing a smaller initial window instead of what we saw in the first test program:
The initial search result window.
Service options are listed in the new home service ad window.
Once you submit the previous info, you’ll see a list of vendors to choose from.
Book an Appointment through Home Advisor on Google. From the partnership announced in mid-November, it appears that Google will leverage the work that Home Advisor is already doing to identify and promote reputable service companies.
About Home Advisor Home Advisor is a pay-to-play website where service contractors apply to be part of the Home Advisor network. Home Advisor screens applicants and only promotes those that meet their background, business verification and financial standards (a rundown of the criteria is here.)
Home Advisor provides instant booking services where customers request an appointment from a chosen vendor. Google is testing a Home Advisor instant booking widget directly on search engine result pages.
Impact on small and medium service contracting businesses.
The impact on search engine results remains a concern for our customers. Google’s experiments with search engine results are good for a select few vendors, but potentially damaging to the visibility of reputable companies that aren’t paying to play.
Google is banking on customers using their tools that put the process in one place instead of clicking through to your website from the organic search results. It’s an attractive proposition for people who are busy and content to choose a vendor based on a prescreened list of highly reviewed companies.
While the efforts we see from Google are focused on residential services, it’s guaranteed to affect companies that serve commercial businesses, too. My searches for commercial services return the same Google Home Service Ads and Home Advisor widget results as when I search for those residential services. Don’t be lulled into false comfort if you don’t provide residential services.
What to do to maintain your visibility to potential customers.
Google is in a position due to its size, deep pockets, and its search engine to drive a wedge between service companies and their customers and prospects. Here are a few preemptive steps you can start to take while we wait to see what Google is going to do and when it’s going to happen.
Keep an eye out for changes. We’ll help — sign up for our weekly email if you haven’t already and we’ll send our blog posts to your inbox. (Subscribe by email at the top right corner of this page.)
If you are already listed on Home Advisor, great. If you’re not, we don’t see a reason to sign up for increased visibility in Google search result pages at this time. If you’re considering Home Advisor, this may be another reason for you to go ahead. If not, we don’t think you should make it a priority to join their network, especially if you primarily have commercial customers.
I’m just as curious as you to see what the next chapter will be and how the story will end.
The Ups and Downs of a Service Contractor’s Software Buying Journey
I’ve watched a decent amount of Oprah in my life, so I’m pretty well trained as an armchair psychologist.
Today’s episode is about the ups and downs of committing to a field service management solution. Friends, you are not alone in your rollercoaster of thoughts and feelings as you consider making a change. If you’ve talked to one of our sales reps, you’ve seen what the application can do, you’ve built excitement about customer engagement, streamlining operations and knowing exactly what is going on in the field. This is when the fear, uncertainty and doubt can start to creep in. It can feel a bit like you’re about to
The Ups
A good field service management software solution (and we think ServiceTrade, in particular) opens up possibilities for the business beyond solving the pains and problems that inspired you to start looking at field service software in the first place.
It becomes a strong differentiator for you among the competition because of the customer engagement it enables.
Those engaged customers are very happy customers that stick with you.
Of course, you will streamline operations through modern, mobile technologies.
And you will understand more of what’s going on in the field.
All of this awesome potential probably makes you feel like:
The Downs
After talking with our sales team, that darned Fear, Uncertainty, and Doubt starts to rear its ugly head. FUD can easily chip away at the couch jumping you felt just a couple of days ago. How on Earth can you possibly handle the changes that would be required to handle 2x the revenue from your best customers, or have a 3x quote approval rate? You start to hear either in your head or from your staff that:
Change is hard! Change while you continue to operate and serve your customers can be scary, but here’s the thing. Go back to those issues that have been driving you crazy and holding you back and compare the pain of continuing down that path for another year to the pain of initiating change for the next 1-2 months.
Don’t move my cheese! Technicians, dispatchers, accountants and even owners are used to things being in a certain place, being done a certain way. Go ahead and rock your boat, and turn it into a sleek, efficient yacht.
We’re not techy! That’s ok, we are techy enough for both of us. ServiceTrade’s service team has been unwinding data hairballs since the company started. You might not do this every day, but we do.
I don’t have the time! Boy, do we get this one. The fun irony is that the time you’re spending managing schedules and jobs and clowning around in the phone call rodeo will be minimized when you’re up and running.
The Plan
Even as I write this today, I hear a group of three new users sitting in our Durham, NC office going through a daylong training course. They’re in the ServiceTrade application looking at their company’s data, asking questions, and laughing with our Support Tech Aaron Shoemaker.
Each new implementation goes through a 30-day step-by-step plan that you’ll get from your sales rep (if you haven’t already, ask them for it). You and your services tech will work through it one step at a time. We know about how long each step should take from our side, but we can work at your pace if you need more time to complete anything.
If you’re on one of our paid plans, you’ll have access to our services team when you need help troubleshooting issues or advice on the best practices.
The Payoff
You get a field service management solution! You get a field service management solution! You get a field service management solution!
Just kidding. Our goal is for ServiceTrade to pay for itself. It does that when you’re able to:
Streamline your operations so you aren’t missing any recurring work, are scheduling techs more efficiently, and are no longer chasing paperwork so you can bill customers more quickly.
Send electronic quotes that have a 3x approval rate when they’re delivered quickly, include photos and have an easy approve button.
Engage your customers online before and after the service call and give them insight and information that they can’t get from another vendor who might try to lure them away by undercutting your price.
Earn more customers by turning your service delivery into highly visible and valuable online reviews that make you stand out to prospects who are searching for your services.
So maybe you’ve seen a bit of yourself in the journey that so many of our new customers have gone through? When you feel the FUD taking over, have a seat on the yellow Oprah couch with someone at ServiceTrade, and let’s talk.
Don’t Limit your Techs to Just One Tool – or Just One Mobile Application
If you’ve been reading our blog for a while (thank you, by the way), you’ve heard ServiceTrade advocate a connected IT ecosystem of business operations applications for your customer service, accounting, inventory, CRM, payroll, email marketing and online reviews. There are modern, mobile solutions for all of these needs that work within an integrated system.
A multi-software platform isn’t just for your office users, it applies to your field technicians, too.
Technicians and service managers perform several tasks throughout the day. It’s perfectly reasonable to use different applications to perform smartphone tasks the same way that they use different tools to perform the mechanical tasks of their service jobs.
If all you Have is a Hammer, the Whole World Looks Like a Nail
Each tool – whether a cloud-based application or a hand tool from the truck – is specifically built to do certain jobs. It’s no more realistic to expect a tech to open an access panel with a hammer than for them to update parts inventory in a customer service application. Neither scenario will be particularly successful.
The same is true of using an accounting platform or an ERP system for customer service. Your accounting system hammer will make customer service look like a financial transaction, not a planned customer experience.
Make it Easy for Users
Smartphone users are already used to using different mobile applications to perform different tasks. As Billy said back in August, his smartphone has several pages of applications installed. It’s no more realistic to expect a technician to login to a single application for everything they do in a day than it is to expect you to call your spouse through the calculator app.
A mobile application that serves a specific business function will do those functions well. Dedicated applications are more efficient and give a better user experience for field and office users.
You don’t have one big application button on your phone. You may think that having techs use just one app saves them time, but efficiency gained by clicking just one button to start a large, cumbersome app is lost by the amount of time it takes to navigate and use it. You’re better off to have more agile tasks across multiple apps.
Smartphones Deserve Smart Apps
Whether you’re in the office or in the field, all-in-one solutions aren’t so much solutions as they are a weight on your shoulders that becomes more difficult to manage with the passage of time. Take advantage of the smartphones in your techs’ hands by loading them with a network of smart apps, too.
Google Home Services and its Impact on Small and Medium Businesses
As we’ve been talking about for a while, Google is making a move into home services. This week we have a first look at how Google may be inserting itself into service delivery for customers who are using the search engine to find a vendor.
Google is testing Home Service Ads for users in San Francisco who are searching for plumbers, locksmiths, house cleaners and handyman services. Though these are largely residential services, the search results will also impact those of us who are searching for commercial contractors, too. The test is giving us some hints – and some concerns – about what the future may be for small businesses on the leading search engine.
A search engine results page for “Raleigh plumber” currently looks like this:
This probably looks familiar with Google AdWords text ads in the top sponsored positions in the main column, and down the right side of the page.
The map shows the location of local businesses that organically match the keyword search terms and the top three reviewed companies. It’s worth mentioning that there used to be seven of these highest reviewed companies, the display was recently reduced to three.
This is what the test page looks like when searching for “San Francisco plumber”:
The biggest change is that the map and the top organically placed companies are removed. In its place are three companies that are in the pay-to-play Google Home Service Ads program. These companies have:
Paid for these placements. Google has not released any information about what this will cost or how it will be paid (percent of fees, fixed cost, or auction?)
Paid Pinkerton to conduct background checks for all employees who are sent on-site. There is no information available on the Google nor Pinkerton websites about what this costs.
Passed other screening conducted by Google for positive reviews, being insured and other criteria that aren’t described in great detail today.
Even the reviews listed in the Google Services Ad widget aren’t the same reviews that are part of current Google My Business pages. They are limited to only the customers who have contracted with that business by using Google Service Ads service.
There are a few good articles that explain how these ads work for users. Read them here and here, and watch a demo video in this article. The commenters on this Search Engine Land article seem to be small-medium business owners who voice some legitimate questions and concerns about how this change will affect the visibility of their businesses.
Marketing analysis
I’m a marketer, so I want to focus on the search engine marketing implications of Google Service Ads for service contractors.
Should you worry?
From a marketing perspective, yeah, I am afraid so. There’s plenty for an independent service contractor to worry about here about your visibility and the increasing cost to stand out among your competition. We’re all going to have to watch closely to see how the test goes, what additional information Google releases, what additional services or markets they expand into.
Did you just disappear?
Service companies have been playing by Google’s search engine optimization rules to earn a high rank on search engine result pages. They built their sites a certain way, they chose keyword phrases and placed them strategically, and they sought reviews from their customers. If you did all of those things, and did them well, you had a good chance of appearing as one of the big dots on the map and having your company be one of the three top companies.
On the test page, it appears that the only place where your SEO has an impact is in the organic search results in the main column of the page, below the Google Service Ads section. This space is much more competitive because your business is now competing for top billing with sites like Yelp, Angie’s List and national chains that have marketing resources that many SMBs can’t dream of competing with.
It appears that for businesses not participating in Google Service Ads, that it’s going to be more difficult or more expensive to be visible in the search engine.
Do reviews matter?
As I mentioned above, the Google Service Ads have their own review system. The reviews in the widget don’t include the reviews shared by customers who have purchased services through any other way than through Google.
Even in the organic search results, none of the reviews that are currently on the Google My Business page show on the search engine result page. It’s unclear where and how the information and reviews in your Google My Business page will be used in the main search engine results page.
Yeah, what about my business page?
Will Google My Business pages appear anywhere in results? How will they be accessed? Will they be populated on the map? As of this writing, the Map page for the “San Francisco plumber” search still places pins and review information from Google My Business pages. I hope this is the minimum of where those business page results are placed. Our research has not uncovered any information about the relevance of business pages in the future of Google search result pages.
Change is coming
This has all been a reminder that Google is a for-profit company that has made itself an indispensable part of marketing and how our customers find our services. Google is now looking for ways to leverage that power and convert it into profit by becoming part of the service delivery.
The Google we’ve thought of as a free utility where a small investment would improve your visibility and give you a leg-up on the competition is slipping away. There’s a lot we don’t know today about what SEO and SEM will become if the features of the Google Service Ads test are deployed nationwide. We’ll be watching and will keep you updated.
I hate to leave you all with so much anxiety and uncertainty, so once again, here is my favorite dog gif from my blog post “Google Wants your Service Business, Too” about how Google has started eating your dog food.
Customer Experience is More Important to your Service Business than Customer Service
Let’s play a word association game. When I say “customer service” what comes to mind?
For me, it’s a toll-free phone call, entering a bunch of information on the telephone keypad, then retelling it all to a human, once you get through to one.
Customer service is often limited to service delivery, or where you go when you need help to solve a problem. In our interactions with too many companies, customer service has become a 4-letter word.
Let’s carry on with the game. What comes to mind when I say “customer experience?” Is it less clear?
Customer experience spans the lifetime relationship between you and your customer. This assumes that a) you have a relationship; and b) that it’s an enduring one. Your customers’ overall perception of you is an aggregate of each interaction before, after, and between the service delivery.
Shaping a Great Customer Experience
Showing that you understand your customers, and that you’re listening to them, are key components of a good customer experience that keep them coming back to you again and again. Rich, online communications that add more touch points throughout the relationship give you the opportunity to:
Exceed customer expectations
Give customers information and control over their equipment and facility
Listen and respond to customers, especially when they have negative feedback
Plan the Customer Experience
You have a set of defined processes around the service delivery, but do you have the same form around your day-to-day customer relationships?
Set a schedule of pre-appointment communications. They’re a great opportunity to find out what concerns the customer has and what additional services you can provide.
During the service call, show your skill and know-how. Use photos to show the customer what you’ve found onsite that increases their risk or is out of compliance. Even better, show them the after photos of it fixed.
Follow up immediately after the sales call with a rich job record of exactly what was done, not just an invoice. Also schedule a second or third follow-up to check on customer satisfaction and possible other service follow-ups.
Work reviews and references into your follow-up communications. Ask your customers for reviews on 3rd party sites like Google, Yahoo, Yelp, and your social networks on LinkedIn, Facebook or Twitter.
Continue to stay in touch with customers between service calls with seasonal tips, compliance reminders and other advice from your experts that remind them that you’re the best service contractor for their business.
The Payoff
Once you have a strategy, and a process you can follow, adopt a customer-focused culture and make every member of your staff follow it for every customer, every day. The payoff to your business is increased customer satisfaction, longer relationships, and higher lifetime value of each customer.
Customer Service is a Marketing Strategy
We’ve been talking about the connections between customer service and its impact on the growth of service contracting businesses.
We’re not the only ones who see this critical connection. Read this excellent blog post titled “Customer Service is a Marketing Strategy” by Ben Landers, the President of Blue Corona. In the conclusion, Ben says:
“The goal of marketing is to position your company as the right solution for your target audience. Marketing is supposed to engage your target audience and pique their interest so that your sales team can convert those who are qualified into customers. Nothing can compete with remarkable service to achieve these goals, nothing.” Read the blog post.
We’ve all had experiences like Ben’s when our expectations weren’t met, or we were frustrated by poor communication. Ben’s post uses Nordstrom as an example of a company that consistently gets it right and has a very happy customer base.
For a service contractor, each interaction is a marketing opportunity. Whether it’s office staff taking a new service call or a tech speaking with a customer, each interaction strengthens – or weakens – the relationship your customers have with your brand. Perpetual Service results in perpetual marketing.
Today we will leave you with this question: Do your customers sing your praises as strongly as Nordstrom’s?
Even if you’re providing a maintenance or mandatory service that won’t get your customers as excited as a fantastic pair of shoes, (service contractors love great shoes, right?) there’s no reason for the customer experience you provide to be anything but excellent. Find tips for using technology to improve your customer service in the book The Digital Wrap: Get out of the truck and go online to own your customers.
