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2002 2003

Breakthrough Article

By Dean Ferrara:

Customer service, you read about it, preach it, even think about ways to improve it. But how often do you really focus on getting better at it?

More often than not, you probably even have a meeting or two with all or part of your staff regarding ways to increase the level of service you provide to your customers. It probably starts with a brain storming session and then it gets narrowed down to a few good ideas and some action items.

Then; business happens, that’s right the day to day business of being in a never ending relentless industry. An industry where many of our customers put more value on copier repairmen then HVAC service technicians, tech’s that can trouble shoot a process chiller, repair an ammonia refrigeration system, or service a high pressure steam boiler.

If we can accomplish everything we do, how come we aren’t respected like we should be? My theory is that many of our employees aren’t educated enough about the business. They don’t understand how to portray to our customers just what the value is that we offer.

You might disagree with me, but think about how often you catch yourself defending your companies “value proposition.” Well if that isn’t a buzz phrase, I don’t know what is. But am I right? That is the question of the day. Now for the next question, are you focused on improving your business delivery to your customers?  I don’t mean installing ductwork, or piping. I mean educating your customers on just how valuable your company, employees, products and services are. If you are not, you are either missing out on future opportunities, wasting precious time defending your price, or exposing your customers to you competition.

If you would like to know more about how improve your image to your customers through education. Contact us to discuss what an ePL membership can do for you and your business.