Jim is president of BBA Consulting Group Inc. a management consulting and training firm dedicated to helping technical service firms leverage the untapped potential in their business-development efforts. For additional information visit bbaconsulting.ca. "
Determine how to promote your technician’s efforts through proactive business development.
Published: 09.01.18 By Jim Baston
Engaging your technicians in business development activities can increase the value to the overall service your company provides.
Published: 06.01.18 By Jim Baston
You should view your technicians’ proactive efforts as a service rather than a selling activity.
Published: 04.01.18 By Jim Baston
A simple approach leads to an exceptional service experience for your customers.
Published: 01.01.18 By Jim Baston
Ensure all team members act together to contribute to an exceptional customer experience.
Published: 09.01.17 By Jim Baston
You can learn a lot about excellent customer service by watching your truly great technicians.
Published: 05.04.17 By Jim Baston
Customer service plays a major role in creating the experience the customer enjoys (or not) when doing business with us. Here are five steps you can take to make customer …
Published: 12.28.16 By Jim Baston
Referrals play a critical part in any service company’s business development plan and are arguably the most effective way to grow your business.
Published: 08.03.16 By Jim Baston
Seize the opportunity to define the customer experience through the conversations your technicians have with your customers, and manage the image they portray to your customers.
Published: 03.01.16 By Jim Baston
Although the secret of success in service may be to profitably provide what the customer really wants, effectively addressing those wants is far from easy.
Published: 01.01.16 By Jim Baston
Good customer service, while once the basis of competitive advantage, has become increasingly a necessary condition for doing business — particularly within mature industries such as HVACR.
Published: 09.01.15 By Jim Baston
As managers and leaders, you’re responsible for the actions of your employees and you have an obligation to ensure they’re equipped to successfully deliver upon it.
Published: 03.01.15 By Jim Baston
Companies with a positive bedside manner create a positive customer experience. Here are four steps to creating such a manner.
Published: 07.01.10 By Jim Baston
Field service technicians are on of the greatest business-development resources of any commercial service company. Some firms have trained their technicians on selling, but most service managers I know agree …
Published: 04.01.10 By Jim Baston