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Don't Let the Back-Office Tail Wag the Company Dog

All too often, as field service companies are considering new software, they base decisions on their historical software usage patterns and let the tail wag the dog.  Since accounting software is the primary, and often only, business…

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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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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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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Don't bring an operations knife to a customer service gunfight: Customer engagement must be the first priority in a connected world

"Why yes, I regularly purchase products from mail order catalogs" said no one in the last 20 years.  Yet 20 years ago, most catalog retailers were thinking to themselves "If only we could improve our operations and reduce our cost of delivery,…
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The Rocky Road to Crazy Customer Loyalty - Practical Tips to Brand Freedom

No one can serve two masters, and sometimes the road to serving only one can be rocky and painful. This difficult transition was illustrated to me in colorful detail recently by a shrewd and successful service contractor in the kitchen equipment…

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…