“I’d probably use your services, but I know you’ve got a lot of plumbers on your service, how do I know my calls will come to me and not accidentally go to my competition?” asked a fellow I met at the Chamber meeting. From time to time this question comes up and I can proudly […]

Whenever someone new comes on board, whether an employee or a customer, a great policy is to wait a few weeks and then ask, “Is our service exceeding your expectations? Is there something you don’t understand or that we could do differently that would make our service work better for you?” Such valid questions, and […]

Voicemail is in the past! Web and mobile-based communications are taking over as our primary means of contact. Statistics revealed by Forbes magazine indicate that 80 percent of callers who reach voice mail don’t leave messages because they don’t think they’ll even be heard. Speech technology vendor Nuance Communications recently conducted a survey with Research […]

“I don’t care if I never answer my phone again!” The frustration in his voice came through loud and clear. “I told my customer I would have his deck finished today. When he came home from work, half the deck boards still had to go down, and the railing had to go up. I thought […]