business retention | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

BRE and “Live Business Intelligence”

Posted on in Business Advice, Government Please leave a comment

Blog 10-15-14In the article North Peace Economic Development Commission to launch a regional Business Retention and Expansion, the NPEDC says that it’s creating a BRE program – in short – to convey it cares about local business – those that aren’t being recruited like royalty and yet still provide well over 70%-80% of job growth in most communities. But as you read further in the article, there is a key statement: The NPEDC says the information gathered through the program provides live business intelligence to attract new investment, foster and support growth of the existing investment, and identifies key challenges facing the business sector of the region.

This is the 21st century – information travels at the speed of a click, a tweet, a post, or a like. It’s vital that local BRE programs have the intelligence on your local businesses (and FOR your local businesses) that identifies opportunities for growth, risk of job loss or facility closure, needs for improving aspects of the local business climate or technology infrastructure, opportunities to address development-constricting processes or policies, challenges in workforce development or excessive permitting fees, etc.

When we work with clients outside of the BRE world in local government, healthcare, pro sports, and education, we often suggest that they need to have a Voice of the Customer (VOC) strategy. Likewise, for BRE organizations to have “live business intelligence,” they must be intentional about that VOC strategy. Take and use these quick VOC tips that we’ve shared with clients in other industries:

  • Have a quantifiable component (i.e., surveys) to evaluate multiple aspects of the local industry’s experience in working with municipal processes, policies, code/ordinances, and people.
  • Utilize predictive characteristics about retention/growth likelihood based on key factors (e.g., Leadership Change, Economic Concerns, Alternative Locations/Recruitment Efforts, Business Performance, etc.) or historical risk factors locally.
  • Gather information from more Passive means on a daily basis about the company, other company facilities, organizational performance, etc. – See http://brebuzz.com/ – this defines “live business intelligence.”
  • Include Focus Groups and 1-on-1 interviews for deep dives on specific issues or about consideration of future changes/improvements.
  • Include Local Industry Advisory Boards that provide some consistent feedback mechanism as ideas are developed, refined, and moved toward implementation.
  • Use multiple platforms (face-to-face, web, social media, e-mail, telephone, etc.) to ensure breadth of responses to/from clients and the community.
  • Share results in actionable formats with deadlines and timetables – ensure customers know what you’re doing or planning to do with the information they provide to you.

Make “live business intelligence” a part of your Voice of the Customer strategy.

Did you like this post? Here are other BRE-related posts:

See more on Business Retention & Expansion business intelligence at: http://brebuzz.com/







TIME – A Business Retention & Expansion Pro’s Constant Battle

Posted on in Business Advice, Government Please leave a comment

Blog 8-26-14You may have heard the saying “Work expands to fill the time allotted.” The idea is that – for many people – if they have 8 hours of work to do and 8 hours to do it, they’ll get it done; however, if they have 5 hours of work to do and 8 hours to do it, it will still take them 8 hours.

Many Business Retention & Expansion (BRE) professionals never have to worry about this situation because there’s usually too much work for the time. There are internal meetings, client visits, research on current clients through surveys and reviewing publications, support for the business recruitment staff, facilitating resolution to issues with the local government permitting issues, and on…and on…and on.

Where time is the issue for BRE professionals, here are four key questions to ask:

  • What activities are being performed that provide no value to the client? Find, eliminate, or reduce the time spent on these meetings, reports, and other tasks.
  • Where is time spent on research that could be outsourced to others? Don’t spend hours culling through newspapers or web alerts just to learn a little nugget that you can use with a client (have others do it for you).
  • Which are the key clients most at-risk of job loss or with the most opportunity for job gains? Knowing this can help you to allocate more time to those with more opportunity/risk.
  • In what situations are you doing something manual that could be automated? It’s the handwritten survey v. the web-based survey. It’s the handwritten notes that you rekey later. It’s the hardcopy documentation and manual files that build and build and build only to be purged every 3 years in a fit of frustration.

When you’re frustrated that you can’t get everything done, consider stopping what you can, outsourcing where you can, spending more time with those with the most opportunity/risk, and automating whenever possible.

Find more time to do what you do best.

Did you like this post? Check out otherBRE-relatedposts athttp://brebuzz.com/bre-blog-posts







BRE’s Target is Long-term Growth

Posted on in Business Advice, Government Please leave a comment

Blog 4-28-14Keep Calm and Carry On.

To Economic Development’s Business Retention & Expansion (BRE) professionals, the motto is “Keep Jobs and Parlay On.”

BRE programs are not just about retention, they’re really about growth. But it’s hard to parlay your existing businesses into growth if you aren’t keeping the companies and jobs you have already. In the recent article, Expansion, retention key to economic development, Scotland County, NC, Economic Development executive Greg Icard addresses the process and timeline for the retention and growth of one of its local businesses – FCC North Carolina – over a period of 12 years.

What started out as a facility in 2002 after a promised $10 million investment two years earlier became an investment of over $100 million today. Long-term…tremendous growth. Part of that growth is due to the fact that the business acquired a new, very large customer – Ford Motor Company. So the local investment and jobs grew as the local business grew.

This basic fact goes to the core strategy of an effective BRE Program. First, think long-term. Second, build knowledge of and relationships with local businesses, identifying retention drivers, risk of investment/jobs loss. Third, address the retention drivers to retain. Fourth, continually position yourself to be the answer when the question of how and where to expand is asked.

To succeed in the Economic Development world, it’s not just about bringing new businesses to town; it’s largely about what you do to keep and grow with the businesses you already have in town.

Keep Jobs and Parlay On.

Did you like this post? Check out other BRE-related posts at http://brebuzz.com/bre-blog-posts







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