About Us

Bottom Line - We are obsessed with superior customer service!!!

Given the state of the current economy, all businesses in every industry should be passionate about providing their customers with exceptional customer service. Sure there are some standouts here and there, but as far as we are concerned - the state of customer service across the board is mediocre at best! According to the American Customer Satisfaction Index (ACSI), the effective customer service rate across all national industries in the United States is currently near an all-time high since 1994, but the average customer does not see this on a daily basis.

When was the last time anyone you know said anything good about their cell phone provider, cable company, Internet services provider or any other product or service provider that offers phone-supported "customer service?" It is evident that most customers are nothing more than a number - especially in any regulated industry. Most organizations simply do not have the technology, training or goal alignment to accommodate their customers.

Why is it that when a customer calls in and speaks to multiple customer service representatives (CSR's) they are asked the same questions every time? What is your name? What is your address? What is your password? Can you please verify the last four digits of your social security number? Then there is the dreaded call transfer. Is the phone going to hang up again, or will I be on hold for 30 minutes? But there is a sense of "being chosen" when you reach that next level - so you go along with their questions anyway. Chances are they cannot help you, and it's only when you get an individual that has taken some initiative to be knowledgeable about their job and goes outside of the box to help solve your problem. But why should they care? Most CSR's get minimum wage and work 24-hour late night shifts. And guess what? They are not getting compensated based on your satisfaction or problem resolution. There is something wrong with this picture.

The only thing that really gets a company's attention seems to be when a customer specifically says, "I'm leaving your company," or "I'm considering another service provider." Try it sometime as a customer and you will see promotional offers come out of thin air. But after an average attempt to convince you to stay with them, they send you off on your merry way. And even if by some coincidence you were in their top 20 percent of most profitable customers, they probably wouldn't have a clue that they just lost some significant profits.

Why is there no added customer relationship value in business interactions? Anyone is capable of executing business transactions or ringing up something on a cash register or credit card machine. But what ever happened to business associates giving customers the positive reinforcement that they made a good decision by buying their products or services? What happened to all those fringe benefits that should go with buying something? "Business is transactions. But successful business provides added customer relationship value." - Scott Orsulich, President of Teligenix

We believe that the epitome of customer service in any situation should mimic the best restaurant waiter that exists. You can interchange the waiter, restaurant and their food and compare it to any business, employee and product/service that you have interacted with (in person, over the phone, online, etc.). Now think about the best waiter you ever had - no matter if it was a fast food experience, casual dining or fine dining.  The waiter is the main interaction point between you and the restaurant or business, and can essentially make or break the relationship. This person should literally be waiting on you, answering your beck and call. If you have a question about the menu, they should have your answer. They should also be providing you with an added value when considering your entire dining experience. This could be a lot of things.  For example, maybe the waiter taught you something new about wine selection, or gave you a discount certificate for your next visit.  Now consider this scenario.  You go to two different restaurants with the same or similar food, pricing and service.  Each time you go you give both restaurants a grade.  Then at the end of 10 visits you determine which restaurant had the highest grade.  It seems like a "no brainer" to decide where you will go in the future - It all comes down to the added value.