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How Commercial Service Contractors can Dominate with Mobile Tech

This post is the second in my discussion of how to use mobile technology to dominate your market.  If you haven’t read my first post, you can find it here. In that post, I discuss the basics in taking your customer service mobile - you'll…
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Winning the Mobile Marathon as a Commercial Service Contractor

There are plenty of examples of companies that have built market success because of their use of mobile technology, including Domino's, Chick-fil-A, and Starbucks. Starbucks launched their mobile app in early 2011, and it included a mobile…
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How much information is too much?

Check out this image from an Amazon notification that I received during the holiday season.  It included imagery of the product (some black pajamas), a map of my neighborhood that indicates the location of my house, the current location…
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Why I Write

Shelley Bainter asked me to write this blog post explaining why I decided I needed to write The Digital Wrap and Money for Nothing in support of ServiceTrade’s marketing strategy.  It’s a great question. Interestingly, the books are mostly…
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What Contractors can Learn from the Mechanic

Megabrands like Amazon and Domino's are outselling their competitors and changing consumer expectations by going on offense and providing better customer experiences that are convenient and transparent. As easy as it is to dismiss these examples…
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3 More Ways to Get Customers Hooked on Your Feel-Good Brand (Part 2)

You won't make your customer feel good if you provide convenience, transparency, and avoid bad surprises. Those are the bare minimum to meet their expectations. From my last blog post: Dr. Feelgood, from the 1989 Mötley Crüe single,…
happy amazon customer receives amazon box delivery
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Good is Not Good Enough - How Amazon Raised Expectations to Feel Good for Commercial Service Contractors

Several dozen books (at least) have been written about the Amazon phenomenon, and I could probably go on and on myself about the lessons that can be drawn from its success. The lesson for the service contractor is that making your customers…
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Prioritizing Customers Above Operations - B&W Mechanical

They spent hours on it. Brad Boggs at B&W Mechanical and Shawn Mims of ServiceTrade met several times to discuss how to integrate B&W’s accounting system with ServiceTrade. They planned it strategically, they talked with an integrator…
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Good is Not Good Enough

Amazon does not settle for “good” in the realm of customer service. It is not enough for the customer to simply get what they paid to receive. Amazon wants customers to enjoy the experience in the same manner as a guest might enjoy a good…