Looking for Great Customer Service? Try the Cable Company?

Everyone either cringes or laughs when they consider the track record of the cable companies in delivering customer service.  Comedians have named their movies or even their whole persona (Larry the Cable Guy) in salute to the ridiculous nature…
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Smartphone Buying Guide for Service Contractors, Part 3: Smartphones, Tablets or Both?

Once a service contracting business makes the decision to adopt ServiceTrade, the conversation almost always shifts to making device decisions. We covered one factor of this decision, Android or iOS in Part 2 of this series. In Part 3, we…
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Online Customer Engagement is Bad Yelp Review Kryptonite

I found this story on “Yelp Terrorism” amusing.  It seems that the owner of a Massachusetts jewelry store, George Pelz, was “terrorized” by an anonymous Yelp reviewer that claimed all manner of poor customer service, fraud, and malfeasance.…
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Is going completely paperless the best customer experience?

Many of our prospective and current customers tell us that they want to go completely paperless.  On this surface this sounds desirable, but does it really make sense, and is going completely paperless the best customer experience? I…
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Highway to Success: The Power of Customer Satisfaction

Your service contracting or field service company is a car casually driving down the highway to success, but the online giants are changing the rules and the road at a breakneck pace. For example, our blog post Google Home Services and its…
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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…
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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…
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Smartphone Buying Guide for Service Contractors, Part 2: iOS or Android?

As I ponder the differences between mobile device platforms, I wonder if this blog post is like dispensing parenting or political advice? Is this one area where we all have our preferences and nothing anybody else says will change our opinions…

Beware of “All in One” Software - The “All” will be “Small”

The demand for “all in one” software in the service contracting space must be high, because I see lots of vendors claiming to be such.  These vendors proclaim to prospective customers that a single integrated system from a single vendor…