Blog Archives

5 Things to Consider When Paying Technicians Commission

If you have encouraged your technicians to promote your services, you may be considering ways to recognize their efforts. Perhaps one of the most obvious approaches is to pay them a commission based on the number of opportunities identified or on the value of the resulting order. If you are thinking of paying your technicians a commission for new business consider the 5 key points below.

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Posted in Business, Customer Service, Management, Service, Service Tech Training

Don’t Make Promises you Can’t Keep – Especially in Business

At check out we expressed our disappointment. We explained that we had expected a quiet, relaxing stay as promised on their website but we experienced just the opposite. We felt that we should have been told about the wedding at the time of booking and advised about the noise problem associated with the room we were given. We then could have made an informed decision about whether to stay there. The inn should have been prepared to turn us away but instead chose to fall terribly short on their promise. Instead of more raving fans, they created raving detractors. We certainly won’t recommend this place and will avoid it on any future visit.

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Posted in Business, Consulting Services, Customer Service, Service

1st Step in Creating Proactive Service® – Focus on Service, Not Selling

Technicians who seem naturally gifted at selling their company’s products or services do not see their efforts as selling at all – they recognize their recommendations as the valuable service that they are. To them it is a service activity.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

Are Your Employees Empowered to Deliver Exceptional Customer Service?

The bank employees were constrained by a bank policy that prevented them from delivering the quality of service they were capable of. Despite the fact that the bank staff was polite and professional, the experience was frustrating and time wasting and completely unnecessary. Now, there may be a good reason for this particular policy, but the branch employees were unable to explain it.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Uncategorized

Transform the Service Experience through Responsiveness

In this blog, we will consider what we can do to transform the service experience by demonstrating our responsiveness.  Responsiveness shows our competence and this creates Assurance. Responsiveness shows that we are Reliable and demonstrates that we have Empathy for

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service