Long Lines; Long Waits – Does It Need to Be That Way?

March 6, 2013 By

Long linesMy wife and I had taken a vacation to Florida and sometimes she makes the reservations and other times I do. Although I’m a member of both National and Hertz, she had told me that Budget had the lowest rates. I said fine. Who doesn’t want to save a few dollars?

When we arrived at the Fort Lauderdale rental car area, the only company that had a long line was Budget. Every other carrier had 2 or 3 people waiting in queue. My first thought was, “Hey, the low rates must be working.”  My second thought was, “How long do we need to wait?”

After about 5 minutes, we realized that although there were 40 plus people on line, there were only 3 or 4 agents on duty. Everyone waiting started saying things like ‘this is ridiculous’, ‘I heard people have been waiting an hour’, etc.

Patience is not one of my strongest virtues and I was eager to start my vacation. I left my wife on line and approached the Hertz counter where there was a line of 2 or 3 people. The rates I received were even lower than what Budget had quoted my wife. I called my wife to join me and we were quickly on our way to our hotel.

My last thoughts were…Budget has a reservation system, they have been in business for decades, they know when people are scheduled to pick up their cars…why would they not have their counters staffed appropriately?

Obviously, Budget will no longer be our first car rental choice. But, it didn’t have to be that way.

Filed Under: Blog, Customer Service, Hospitality, Retail Tagged With: , ,

Book Review: High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

February 27, 2013 By

High-tech, High-touch Customer ServiceMicah Solomon gets it! This book can help any business understand what service delivery is all about. As Micah puts it, “Exceptional service is a perfect product or service, delivered in a caring, friendly manner on time (as defined by the customer), with the backing of an effective problem-resolution process.” So many companies don’t take the opportunity to leverage their customer return processes and he explains why this is so critical to your business and for establishing trust.

I couldn’t have agreed more when Micah said, “Attitude, rather than technical skills are what’s most important in a prospective employee.” And he further describes the range of how much or how little a single employee can contribute to an organization.

In this ever-changing era of multi-channel communication, customer choice means that the customer chooses and the company needs to respect their decision. To me, one of the key points was when Micah so eloquently stated “To have a live customer on the phone is, indeed, something to be valued.”

It’s a well-written book with great ideas. Micah’s passion for customer service radiates from one chapter to the next.

Every Business Needs To Read Micah’s Book

Filed Under: Blog, Customer Service, Personalizing Service Tagged With: , , ,

Don’t Bring Me The Problem Without Two Solutions

February 6, 2013 By

Problems and solutionsMy wife and I are renovating our home. Every time we start to tell someone about our project they all say, “Tell me your disaster story”; the contractor didn’t show up, they did shoddy work, forgot to place an order with one of their suppliers, didn’t submit the permit in time, etc., etc., etc.

Well, we don’t have one bad story. We have 20 good ones. From the beginning, our contractor, Michael, would tell us, “We have a problem, but don’t worry. I have two solutions and you get to choose which one you want.” He might say, “One option might cost a bit more, and the other one might take more time.”

We love Michael because he doesn’t leave us with a problem; he leaves us with solutions.

In the world of business, many business partners and company associates communicate problems without being trained to think about potential fixes. It’s clearly possible that the resolution might cost too much or has been tried in the past and did not work, but the process of developing creative problem-solving ideas, coupled with communicating the issue, almost completely takes the anxiety out of concerns that arise every day.

Try it. It definitely works!

Filed Under: Blog, Contact Center, Customer Service Tagged With: , , , ,

Don’t Get Hung-up on Hold Times

January 24, 2013 By

Long hold timesWhenever I hear contact center managers talk about excessive hold times in the queue, it makes me think of research our firm has conducted for one of our consumer product clients.

The problem:

As happens sometimes, the company had released several new brands and Marketing promoted them via an extensive advertising campaign. However, they failed to notify the contact center in a timely manner. As a result of the promotions, the contact center’s volume of calls doubled within a month. Instead of consumers waiting less than one minute to reach a representative, they were now experiencing delays of as much as 15 to 20 minutes. Of course, after numerous attempts to reach the department, some consumers just gave up and never did connect to the company.

The experiment:

Our client asked us to conduct research to assess the effect of the longer wait times on brand loyalty. We created two sample populations: one where consumers eventually got though to the department and the other where the consumers never connected to a representative at all.

The findings:

One of the major findings of the study was quite surprising.  The satisfaction and impact on loyalty for those consumers that waited on hold for awhile but eventually got through was high, and nearly matched the levels the department achieved prior to the campaign being released.  Though not very surprising, those consumers who gave up at some point were very dissatisfied and a small percentage had actually stopped purchasing the brand altogether.

I am not proposing that hold times do not matter. However, it’s so much more important to make sure that when a customer or prospect for one of your products does interact with one of your representatives, they are provided with excellent customer service.

This means:

  • The agent makes the person feel welcomed, important and appreciated from the minute they answer the phone
  • The representative acknowledges and apologizes for the longer than usual wait time
  • That the agent not only responds to the consumer’s direct question or concern, but provides them with additional useful information along the way

I have written before about the importance of setting expectations and I also strongly recommend utilizing technology that estimates the wait times. In my opinion, even up to a 10 minute wait time could be satisfactory if the consumer knows about it upfront, and eventually reaches someone who is a good listener, knowledgeable and treats them as a person first and a customer or prospect second.

Reaching a representative in 60 seconds or less is nice and appreciated, but don’t get so hung up on the hold times that you staff your department with extra agents who know little or nothing about the product, and rush the customer off the phone to take the next call.

 

Filed Under: Best Practices, Blog, Contact Center, Customer Service, Hospitality, Human Resources, Retail, Technology Tagged With: , , , ,

From Sale to Delivery – Let’s Take the Ride

January 9, 2013 By

My wife and I live in Manhattan and delivery turnaround time has now become the new service differentiator. Stores are starting to offer to deliver your merchandise, no matter what it is, to your home within hours. That’s especially advantageous in NYC, where most customers need to jump in a cab if they want to carry an especially large item back to their apartment.

In the world of ecommerce, besides Amazon, companies like eBay, Google, and WalMart have moved towards same day delivery in selected markets. However, I’m still amazed at how brick and mortar stores provide great service when you purchase your items that require delivery, and then turn over the entire delivery experience to another department or third party that can’t even spell service correctly. It’s obvious to me that delivery is an integral part of the customer experience, but many businesses fail to replicate the service in the store with the subsequent delivery process.

Shortly before Christmas, my wife and I were sent an email by our sales person, who sold us a wall unit in October. He notified us that our piece was in. He had told us it would take 12 or 13 weeks and his email confirmed that his estimated delivery date was correct. We were so happy to have the unit installed before the New Year. That’s when our delight turned to disappointment. Here’s what happened next:

Our sales person told us to contact the delivery department to tell them that our unit was in and to arrange a convenient delivery date. We then left a message for one of the customer service representatives he mentioned in his email, and naturally expected a return call.

After 3 hours, we called again and finally reached Ann. She had no knowledge of our order and it took her several repeated tries to find it even after we had given her our name and telephone number, the order number, the sales person’s name, etc. She finally told us that the unit would be installed on the 28th of December, which made us very happy.

Two hours later we received a call back from Ann that she didn’t realize that our furniture required a different team of delivery personnel and that they were not available on the 28th, so she would need to reschedule. We were disappointed, and did not understand why she didn’t know that during our first conversation.

We waited one week and never heard back. It was the week between Christmas and New Year’s and we assumed that was the reason for the delay. We then reached out to our sales person who sent the delivery department an email that we were in delivery limbo (my term).

After two days and no call back, we proceeded to reach out again to the customer service department and left another message. After 4 hours, we once again placed a call and did reach our assigned representative, who acted as if she had no idea who we were. During the conversation she did find the paperwork and set up two delivery dates; the first would be to deliver the unit and the second to assemble it.

When the delivery department called to tell us the four hour delivery window, I asked them what tasks would be preformed on the first day. I was then told they don’t know. The gentleman said they will definitely deliver the unit, but was not sure how much time they would have to complete all of the tasks.

The unit was delivered and partially assembled on the first day and we were told to expect them back in two days to complete the final installation. We love the piece, but can’t believe how disconnected the sales department’s service standards are from the delivery process.

If delivery time is the next service differentiator in this highly global and commoditized society, many companies still need to get their acts together to make deliveries in a normal and expected timeframe, and provide communication along the way that makes the customer feel welcomed, important and their business appreciated. The delivery is probably the most important part of the process, leaving a lasting impression that either enhances or damages the initial excitement of ultimately finding that perfect piece for your home.

 

Filed Under: Blog, Customer Service, Retail Tagged With: , , , , ,

My 2013 Customer Service Wish List

January 2, 2013 By

2013-customer-service-recommendationsAs we begin the New Year, let’s submit our best ideas for improving service to all consumers.

Let’s start with my wishes for customer service in 2013:

Care about my business: In my experience, most frontline associates don’t seem to understand the concept of showing appreciation for the consumer’s business. Maybe an easier concept is to train your associates on the concept of showing the customer that you care about their business. Make the customer feel that you care that they are purchasing goods and services from your company versus your competitors. Try to communicate a clear message to consumers that your company wants to do business with them not just today, but into the future too.

Tell me what you can do: The word that consumers hate the most is “no”. “No it’s not in stock.” “No, it’s not our policy.” “No, it’s two days after our return policy.” Don’t tell the consumer what you can’t do, tell them what you can do.

Check first, then communicate: There is an old saying for carpenters; “Measure twice, cut once.” Don’t tell your customers it should be in stock, on the truck, coming in soon, etc., without checking first. Checking before responding will help to communicate the correct answer the first time.

Make it easy for me to reach your company: Whether it’s reaching a live person or finding the “Contact Us” page, make it easy and make it visible. Companies who intentionally make the option to select an operator a maze of menu options or hide how to contact the company via their online site don’t understand the concept of reducing customer effort.

Encourage longer talk times when appropriate: Consumers appreciate when they feel as if associates are giving them their full attention, listening to what they have to say, and being patient. Longer talk times are frequently necessary for securing loyalty, satisfaction and repeat business if they solve problems and make the customer feel the associate is more interested in them than saving the company money.

Make me feel welcomed: Every customer should be made to feel welcomed on every interaction. If the customer’s first impression is “hey, this person is treating me like a friend or a neighbor” from the interaction’s inception, it sets a really good tone for the entire conversation.

Answer more than my question: Don’t just answer the customer’s question. Think of other useful information you can add that can be potentially valuable to the customer and will communicate that you feel the customer is important and valuable enough to spend that extra time and guidance.

Think outside of the box: Some of the best ideas for improving customer service can be found outside of your industry. Don’t look at what your competitor is doing well, look at the top 10 companies for delivering superior customer service across all industries. You will be amazed at the ideas that can be replicated for your company.

Let your associates make mistakes: Frontline associates who can make the customer happy (within limits) will make your company look good. Empower your associates to use good judgment. Some customers may take advantage, but the majority will return for life. In turn, your associates will feel much better about working for your organization. It’s worth taking the risk.

Which other customer service wishes would you like to add to the list?

 

Filed Under: Blog, Contact Center, Customer Service, Hospitality, Retail Tagged With: , , , , , ,

Consumer’s Questions Have Become More Complicated – How Will You Prepare Your Representatives?

December 12, 2012 By

Complicated Consumer QuestionsOver the last week, I needed to call Verizon and Intuit for help. Why? Because I knew my issues were complicated and unique to my personal situation, so searching the web for community blogs or self-service options would be a waste of my time.

For Verizon, we recently installed FIOS in our home for phone, Internet and TV, and although I was able to receive business emails, I kept getting a message that my outgoing server was not recognizable. For Intuit, I needed help with a new QuickBooks installation on my new Macbook Pro. Even though, I had successfully downloaded and installed QuickBooks, when I ran my first financial statements, the revenues were correct, but the expenses were totally inaccurate. If you are running a business, this type of occurrence can make managing your P&L a disaster.

In both cases, my expectations were that I would be on hold a long time, but that didn’t matter to me. I needed to get these two significant issues resolved. I chose to call when I had a totally free 2-hour timeframe. To my surprise, the wait time for Verizon and Intuit was less than 2 minutes. I was impressed! After explaining my issues to both companies, the representatives confirmed my problems were a bit challenging and suggested that I give them permission to “show my screen”.

Each of the two calls lasted over an hour. Both representatives were extremely patient and understanding, with the one from Verizon telling me, “You are the most important customer I need to deal with today, and if your problem takes all day to fix, don’t worry, I will get it resolved”.  My problem was resolved, and it was to my satisfaction.

The representative at Intuit determined that my data file was corrupt and needed to be sent to the Data Integrity Department to be fixed and that it could take up to 48 hours to be resolved. I subsequently received an automated call back that the problem would actually take 96 hours to be fixed.  I’m hoping that the timeframe they gave me is accurate.

In speaking to numerous Contact Center executives over the past year, the majority have communicated to me that their call volumes have decreased over the last several years, but the complexity of customer issues has dramatically increased. This necessitates that representatives are patient, understanding and are good listeners. It also requires more effective knowledgebase systems and quality monitoring processes that judge the quality of the call and not the call time.

From my experience, Verizon and Intuit should be commended. Based on my perspective, they understand that callers have complicated issues and make sure the representatives have the tools in place to listen and resolve problems.

For many industries, when the phone rings, the issue that the customer has will be the one that impacts whether their relationship with the brand is renewed or diminished.  When customers get their intricate problems resolved, they remember.  They will take the time to post positive comments on social media sites and become your most loyal brand advocates.

The era of “simple” calls that have “simple” answers is gone.  How will you prepare your representatives?

Filed Under: Best Practices, Blog, Contact Center, Customer Service, Hospitality, Personalizing Service, Retail Tagged With: , , , , , , ,

6 Customer Service Suggestions For Handling A Crisis

November 28, 2012 By

customer-service-in-a-crisisUnfortunately, so many of us, both personally and from a small business perspective, don’t plan for a crisis. While most major corporations have elaborate back-up plans and systems to replicate their processes in other locations, the majority of businesses have none.

Whether a company is a Fortune 100 corporation or a neighborhood store or restaurant, their greatest business asset is their customers. In planning for a crisis or thinking about what your company could do differently upon re-opening, it may be beneficial for businesses of any size to consider some of the following ideas.

1.  Maintain an ongoing database of customer email and phone numbers that can be easily updated and accessed in an emergency. During Hurricane Sandy, many businesses lost power (or worse), and were not able to communicate with their customers. This list should be used wisely and not be treated as another marketing tool during a crisis. One of our furniture suppliers immediately sent out an email saying we hope you are okay, but closed the email communication with a message that basically said, “If your stuff is ruined we can sell you new stuff.” That left me with a bad taste. Of course, in this era of permission marketing, always get the customers’ communication preferences, as well as their agreement for reaching out before doing so. The storm may be a good opportunity for all businesses to initiate a campaign of updating their customer database.

2.  Communication needs to serve a two-fold purpose. Equally, or more important than informing your customers of your status, is ensuring that your customers are safe and okay. Customers are people first, customers second. That’s an important distinction. If you are not in a position to help your customers financially, you may be able to inform them of resources that might be available to assist them; Red Cross numbers, local charities, churches, or other places they can contact for help. People remember those acts of kindness and it’s a sure way to almost guarantee customer loyalty.

3.  Use social media sites such as Twitter and Facebook. Posting information on your potential re-opening date, offering suggestions or ideas during the crisis, and letting customers know that your staff is safe are additional useful communication tools. Customers who are regular and loyal patrons of a business are just as interested in your situation and your associates’ well-being as your business is in theirs.

4.  Don’t only think locally. When a crisis of Sandy’s magnitude occurs, it affects the entire universe. If you own a place of business that was not directly affected by the storm, your customers may be concerned about loved-ones who do have relatives or close friends living in a disaster area. Ask your customers if they know of anyone who lost power or experienced damage to their home. It will demonstrate concern and help the business build a stronger personal relationship.

5.  Don’t be afraid to make that emotional connection. When my wife and I returned to one of our favorite restaurants in NY after the storm, every waiter and busser either gave us a firm handshake, a kiss or a hug. They were so happy to see us and we were happy to see that they made it through the storm too. Customers are people first, and the staff that serves customers are people too. Showing emotion clearly communicates concern, sympathy and appreciation.

6.  Actively listen. Of all of the courses I took in the corporate world, how to actively listen was the most valuable. Every customer who contacts your company by telephone, email or face-to-face has an underlying emotion. They could be sad, concerned, elated, happy, frustrated, disappointed, etc. Listening for and acknowledging that emotion automatically builds an instant connection. In a time of crisis, customers especially appreciate when company associates not only handle their issue is an expedient manner, but value the human interaction with a person who truly hears, listens and responds in a warm and understanding manner.

Many people believe that out of a bad situation, something good will follow. No person or company has control of Mother Nature. However, what we do have influence over is how we plan for a crisis, as well as how we run our businesses every day. Let’s all use this act of Mother Nature to realize that customers are the heart of any company, and treating customers as people with specific needs, desires and emotions is an excellent way to run your business, every day of the year.

 

Filed Under: Best Practices, Blog, Contact Center, Customer Service, Hospitality, Retail, Social Media Tagged With: , , , , ,

Customer Service Recommendations For 2013

November 14, 2012 By

2013-customer-service-recommendationsAs 2012 is quickly coming to a close, I thought it would be beneficial to provide 9 recommendations that companies should consider implementing in 2013:

Share The Power

Hire carefully, train effectively and then empower your employees to do whatever is necessary to execute their job responsibilities in a customer-friendly manner. In these quickly changing times, you cannot anticipate what will come next and you cannot script every interaction.

Companies need to trust and empower their employees to go that extra mile. If you use Nordstrom’s associate manual as your guide for dealing with customers, and hire people that can relay a simple but impactful message, you will be way ahead of your competition:

Welcome to Nordstrom

We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.

Nordstrom Rules: Rule #1: Use best judgment in all situations. There will be no additional rules.

Being Socially Responsible Is No Longer An Option

Many customers and employees are becoming advocates for the environment and giving-back to the community. A growing percentage of people are going to want to do business with and work for companies that have a strong social conscience and contribute a portion of their revenues to worthy causes.

Revenues are critical to a company’s success, but sharing a portion of an organization’s dollars to better the community will be greatly appreciated and help to increase brand and company loyalty.

Word Of Mouth Is The Best Kind Of Marketing

Encourage your customers to share their experiences with your products and/or services on social media. Just this past summer, Kellogg’s tested a new type of shopping experience where you could buy chips via tweet. Rather than paying with cash or credit, you pay with a tweet. Consumers would post a tweet on Twitter, in their own words or using ones Kellogg’s suggested, and in exchange, the consumers received a real bag of chips!

A Growing Ethnic Population Is More Than A Political Discussion

Providing customer service to or marketing products to a diverse ethnic group of customers is more than just offering options in their native language. Companies need to understand the cultural differences and nuances of the different ethnic groups and make sure to interact with them professionally. People, no matter what their ethnicity, need to feel welcomed, respected and listen to.

Any Policy That Affects A Customer, Must Be Customer-Friendly

Companies should review all processes; training and policies that affect customers and make sure all experiences are hassle-free and welcoming. If you want a customer that is going to be eager to do business with you again, make sure it is easy to do so. With the holiday season coming up, start with your return policies and think about how you’d feel as a customer trying to return some merchandise.

A Picture Is Worth A Thousand Words

For over 5,000 years, graphics have been combined with words to gain attention, to leave a more memorable impression and to tell a story that words alone cannot always communicate efficiently. With an ever-increasing aging population and with a more diverse ethnic society upon us, graphics, which have always had a place in business, are going to be used more widely. Utilizing more effective and color-coded product directions and instructions will be the norm, however, companies need to ensure that words that appear on these graphic or written materials are created using larger fonts. People get frustrated when they cannot read what is written, especially when it can directly affect their health such as dosages, warnings, etc. Make sure your marketing materials, instructions, etc., are viewed by your customer care team to ensure that they are clearly understood and easy to read.

Social Media Is Now On The Other Foot

For the last few years, employers have been investigating what potential job candidates are doing on social media. It’s been a wake up call for anyone who is applying for a job or even if they are currently employed. Now, job candidates are doing the same research to see what companies are doing on social media and what their employees say about them. Companies need to make sure they are creating a positive work environment with a work/life balance that will foster engaged employees. Additionally, keeping an active corporate social media presence will help make sure potential employees are well informed.

Respecting Customer Privacy

Although consumers love their mobile devices, they despise when their cell phone numbers are used as marketing tools without their permission. I have heard of so many cases where people were texted or called on their personal cell numbers without their permission; making them irate. Make sure your company not only puts policies in place to ensure privacy, but also has customer feedback mechanisms in place so that consumers can opt out of any unwanted communication.

Service Is Still The Most Difficult Ingredient To Replicate

Every customer is a person first, customer second, and they all have varying emotions and experiences.

Even exceptional customer service does not guarantee customer retention.

The link between customer service and repeat business is the ability to build a relationship.

Strong relationships are not between a company/brand and a customer, they are the ones that are built between one company associate and a specific customer.

Technology and the effects of globalization are forcing us to change the way we do business every day. Don’t allow those two converging entities to change the way successful businesses were built since day one. Make sure you allocate the funds to hire the right people, train them properly and focus them on building relationships with customers on every transaction. Whether it’s face-to-face, over the phone or via the Internet, customers are looking for that human interaction.

 

Filed Under: Best Practices, Blog, Contact Center, Customer Service, Hospitality, Personalizing Service, Retail, Social Media, Technology Tagged With: , , , ,

Is Good Customer Service Simply Enough?

November 7, 2012 By

the-welcomer-edgeToday I am excited to share with you an except from Chapter 10 of The Welcomer Edge:  Unlocking the Secrets to Repeat Business.

My cousin Eric told me about a terrific service experience at Home Depot. He visited the store branch to purchase bags of water-softener salt. You may know that these sizeable bags are bulky and heavy, not the type of items that you’d want to carry, particularly if you recently had back surgery—which is just the position that Eric found himself in. After finding the items he wanted to purchase in one of those seemingly mile-long aisles, he went in search of a store representative to help. Finding one a few aisles over, he asked the young man whether he’d follow him so as to help place the bags into his cart. The associate said he’d gladly help, and followed Eric back to his cart. However, Eric realized that he’d also need help in transporting the bags from the cashier to his car, so he asked the associate if the store had staff by the check-out counter that would be available to assist.

“Sir, you need not worry about finding someone to cart your items through the parking lot,” the salesperson said. “Are there people by the door to assist me?” Eric asked.” I’ll assist you,” the young man said. “What I’ll do is stand on line with you for as long as it takes, and then carry the stuff out to your car.”

He was true to his word. To top it off, when Eric opened his wallet to offer a well-deserved tip, the associate adamantly refused it, and wished Eric a good day.

Now, that is a great customer service story. This scenario could have been converted into an “engage today, connect for tomorrow” example with just one additional step. Can you figure out what that step could have been? It’s very simple. After declining the tip, the associate could have said, “My name is Juan. An important part of my job is to help our customers. I’d look forward to helping you again the next time you need anything that might be available in our store. My hours are 3:00 p.m. to 8:00 p.m. on weekdays. If you don’t see me right away, just ask the front desk to page Juan.” Now that would have been a perfect “engage today, connect for tomorrow” transaction. In fact, one could expand it to “. . . connect for tomorrow and the next day and the day after that.” And how long would that additional step have taken? Maybe thirty seconds.

Am I going overboard with this suggestion? Am I unnecessarily criticizing a sales transaction that was really excellent to begin with? Possibly. When a service or sales associate mentions he will personally assist the customer the next time, the shopper will recall that fact, since it means he can look forward to the same high level of assistance the next time, thus alleviating any worry that the next visit might not go as smoothly as the first. It’s these extra steps that can ensure that a great customer service experience, coupled with a perfect “leave-behind”, will communicate to the customer that you want them to return.

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The Welcomer Edge provides practical recommendations and strategies so that any company – regardless of industry or size – can maximize the quality of its customer service and the quantity of its loyal customers.  The principles outlined in The Welcomer Edge are universal for all sales and service environments.  It describes four distinct categories of service professionals – the people that will make any customer service/sales function or department a success.  Understanding that each category has definitive service personalities will help a business at its most critical moment: the encounter that brings two people together to “make the sale” or further increase brand loyalty.

At the heart of this book is the “Welcomer”– a special category of friendly, engaging people who are innately intuitive and perceive customers as “people first.”  Identifying and recruiting welcomers – as part of a company’s team – is the key to success.  Author Richard Shapiro, the founder and President of The Center For Client Retention,provides real life examples and anecdotes to help transform this concept into action.

The bottom line is that The Welcomer Edge shows how sales and customer associates can have a powerful impact on revenues because they determine the outcome of the all-important first impression, and this translates into whether or not a business will achieve its most critical goal – repeat business.

The Welcomer Edge will give any company or organization the competitive edge.

Filed Under: Blog, The Welcomer Edge, Welcomer Stories Tagged With: , ,
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