When dealing with companies that required a subscription, such as DirecTV, I used to wonder how they were able to recall conversations that I’d had with them from nearly two years prior. Of course I knew that they were recording it somehow, but I was unaware that there were specific products entirely dedicated to something like that.
CRM stands for “customer relationship management.” Because of how invaluable good customer relationships are, I’m not at all surprised that there’s an entire industry dedicated to CRM software. Why should CRM be such an important and valuable aspect of your business? I’m so glad you asked. (more…)
September is nearly upon us, and that means one thing (apart from football season, of course): it’s time to send your kids back to school for the new academic year. I think there are many business applications to the uncertain, yet exciting, time when the new school year begins.
Countless thoughts run through every child’s mind each August/September. How should I present myself to the people I want to impress? What relationships are most important – or even invaluable – to me? Will I care more about grades, friends or extracurricular activities? How much can/should I “change” myself?
If you really think about it, these are questions that face companies any time they are presented an opportunity to form new relationships. For that reason, I think there are lessons to be learned here. Based on my experiences, both as a kid going back to school years ago and as a professional now, here are some tips I’ve gleaned from “back to school” season: (more…)
A business lives and dies by the customer. Whether we’re talking about a giant corporation like McDonalds (“Over 99 Billion Served”) or a small mom-and-pop business that’s still trying to get off the ground, the customer is the lifeblood of any company.
While there are clearly ways to attract a customer, such as low prices or perks and benefits, but eventually everything comes down to one thing: are you effectively communicating with your customers?
It should be noted that I think this applies to both business-to-consumer (B2C) and business-to-business (B2B) industries. Drawing from the wise words found in Forbes, any strategy surrounding client communication needs to include the four following characteristics: (more…)
No doubt, by now, you will have heard about the Comcast customer service representative who basically wouldn’t let one of their customers cancel their service. If you haven’t taken the time to read about it or listen to the recording of the conversation, I strongly recommend you do so. I’ll be honest: I was appalled by the extent that the customer service rep was going to dissuade the customer from cancelling his Comcast service, and my guess is that you had a similar experience when hearing that infamous phone call.
Upon further evaluation, I’ve realized something: I am fully confident that the reason why the Comcast rep acted this way was not because he was having a bad day, or that he would possibly be considered a “scummy sales guy” (or anything of that nature). I think the main reason why this shocking conversation took an ugly turn was because someone in Comcast management – maybe even just that rep’s manager – failed to keep the customer in mind when training his or her employees.
This recently-viral experience has motivated me to put together a short list of “do’s and don’ts,” in terms of customer interaction. This will not be a bashing session on Comcast by any means, because I think that some of these customer interaction tips especially apply to those in the janitorial industry. (more…)
For those of us in the janitorial and sanitation industry, the summer means two things. The first is the constant preparation for the bacterial onslaught that happens as every autumn inevitably becomes “flu season.” The second? TRADE SHOWS.
With every trade show comes a plethora of “fun-filled” activities like reserving booths, scheduling flights, submitting forms for booth layouts and electrical/internet connectivity. As anyone who has attended or exhibited at a trade show can attest, however, it is all completely worth it if you do it right.
I’ve taken the liberty of supplying a few trade show-related questions that have universal application to anyone in the jan/san industry that is considering attendance or exhibiting at a trade show this fall. Courtesy of CleanTelligent’s most experienced trade show exhibitors, here are their responses... (more…)