Client Relations & Customer Service

Do you want answers!

Do you want answers!

March 16, 2017

Guesswork makes dissatisfaction inevitable, says business consultant and guest columnist John Tschohl. It is important to know your customers’ wants and needs before you try to sell them on your service. Because if you do not know, then you are guessing. Read More

Welcome to Customer Service Hell

Welcome to Customer Service Hell

March 2, 2017

It’s the phone call looped through a frustrating automated system known as IVR (Interactive Voice Response)—you know, the one where you “Press 1 to continue in English” and “Listen closely to our list of options, as they may have changed.” Guest Columnist John Tschohl argues that this seemingly convenient way of fielding customer calls seems efficient, it may actually be costing you business. Read More

Loud and clear

Loud and clear

February 17, 2017

Do the messages you send into the marketplace match what you want to be known for as an organization? Business consultant and guest columnist Dan Coughlin says no matter how well your company does things internally it is the ability to interface with people outside of the company that will largely determine its success. Read More

Twelve-month relief

Twelve-month relief

November 30, 2015

The Greenwood Group created a 12-month service model for its customers in Missouri – adding snow services for landscape clients, and vice versa. Director of Ops Pete Schepis Jr. explains how this has eased snow and ice management headaches. Read More

Numbers game

Numbers game

October 22, 2015

Your snow ops won't gain a competitive edge through guesswork or hunches. Your decisions must be made based on numbers. Eight ways customer analytics can help your company. Read More

Communication breakdown

Communication breakdown

October 22, 2015

Ineffective communication is crippling your customer service and costing dollars to your bottom line. Cut the communication smog and build better relationships. Read More

Just say no

Just say no

September 25, 2015

How to guarantee growth by weeding out worthless clients. Read More