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What is Great Customer Service Worth? About 20% and $41 Billion.

Unless you’ve been living under a rock recently, you know that Uber is a taxi service start-up that connects drivers with folks who need a ride. As a business, Uber connects riders and drivers (just as a taxi service does) and they collect…
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Customer Service is NOT an Accounting Function!!

The history of software applications for service contractors is dominated by accounting applications.  Controlling the business was the first priority for computer deployment. I believe the next wave will be about collaborating with the customer…
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Remember When You had a Parts Business?

Remember the good old days? Before Google and the Internet destroyed your parts business? Remember when advertising was local? When your listing in the yellow pages and the phone number on the side of your trucks would yield calls for replacement…
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Jesse James’ Advice for Service Contractors

I have been to multiple events in the past several months where service contractors from many trades (food equipment repair, fire safety, specialty cleaning) lament the insertion of one or more parties between themselves and their customers.…
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Talk is Cheap, and a Picture is Worth 1600 Words

I get lots of comments from prospective customers about “going paperless” using tablets and smartphones.  In many cases, however, they are talking about simply making the technicians in the field type character information into digital…