Friday, March 15, 2024



We obviously live in an age of information. In order for a service business to Stay Ahead and be successful and therefore profitable, it needs to avail itself of the latest and the best information. Most information is gathered by two methods. Formal information is generated through market surveys and testing in house. Informal or practical information is gathered from customer feed back and by those using the products and or equipment in the field.

Formal information is all well and good but it has its draw backs. It usually tends to be costly and also time consuming. So let’s concentrate on informal information. Customer Service Representatives (CSR) should spend as much time as needed fielding customers questions, concerns or comments. In coming contact whether by phone or e-mail provides a wealth of information. CSR’s should also “seek” information by asking the right questions.

Such as:

  • Did the service meet your expectations?
  • If so, what did you like?
  • If not, what was wrong?

Customers normally like to be asked their opinions (surveyed). This conveys to them that they are involved and important. That said, be sure to inquire from them, if they have the time to talk (respond).

On the surface, these informal conversations may seem unimportant to a business. However, they are actually the life blood of a service business and helps it Stay Ahead.

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The Bane-Clene® Team.

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