Customer Service Articles

I consider a bad bottle of Heineken to be a personal insult to me,” said the Dutch brewer Freddy Heineken. Brian and Mike...

New Year’s resolutions almost always fail. And most of the time, it’s because we don’t eliminate the barriers to our success. We might...

When brothers Bruce and Michael Bopst started in the septic business 30 years ago in Eldersburg, Maryland, marketing consisted of printing flyers...

It was a heck of a year. You’re probably tired. And the last thing you want to think about is what’s next....

Pumping, plumbing and drain cleaning can be thankless work. There are days, sometimes weeks even, when nothing seems to go right. Complaining...

Consumers don’t have your list of services memorized. They don’t understand the nuances among home service providers: Is a water heater a...

Customer: Hi, I’m having a problem with my bill. I’m being charged $50 more than what I expected. Could someone please help? I’m...

It used to be that the biggest marketing decision Rick Clemmons had to make was what size ads to take out in...

Unlike many people, Dan Regan knew from an early age exactly what he wanted to do when he grew up: Operate the...

There’s a fascinating concept called knowledge blindness. Once you are an expert at something, you can’t imagine what it is like to...

As business owners, we often associate an improvement in customer experience with an increase in cost. We think of airline tickets and the...

The fancy marketing jargon is “reputation management,” but most contractors say it like a four-letter word: reviews. If this topic makes you stick...

These days, we’re all sort of culturally conditioned to believe we have to be all things to all people. And when you’re...

This presentation covers technology areas that are available to installers, service providers and pumpers. It provides a general overview for companies with...