Not being successful at it, he adds, means leaving money on the table. “I think that we’re missing opportunities. We put in a new system and it flows down into our service division to be serviced and I think that there is organic business there that we’re missing out on because we’re too focused on the next job and not focused enough on the client at hand. We’re treating service like a transaction and I think we’re leaving money on the table regarding additional services and additional business.”
Integrators attending BLC at the Four Seasons can most definitely pick up customer service tips, Tolbert says, if they pay attention.
“We smile a lot here. When you see somebody smile it makes you want to smile as well. From the valet guys to the front desk, they’ll be smiling and it’s genuine. We’re really good at name recognition. Everybody wants be recognized, especially by name.”
Integrators may be thinking these touchy-feely tips aren’t applicable their organizations. If so, that’s part of the problem.
“I’m hoping to become more client-focused and I’m hoping to become softer,” Caron explains. “I’m hoping to round the hard edges of being a project engineering-type company. We’re so focused on execution, project delivery, engineering, that whole side of the business and I’m looking to soften that.”
A big part of customer service for all companies, according to Tolbert, is dealing with mistakes. “They happen. Recognizing and admitting a mistake and doing something about it right away is critical. You can’t let it simmer.”
