Improving Customer Service

January 9, 2012

Now how do you improve customer service without a budget?

The bottom line is many opportunities exist within your scope of influence to reduce your company’s existing costs.  The real challenge is finding the time to investigate the savings and allocating those savings to the technology project of your choice.

It is not at all uncommon to find the savings in increased productivity, reduced manpower costs, and lower monthly utility costs.  Of course, the last item is where we find the hard dollars to justify the upgrade.  How do you reduce your monthly costs without having to put in more hours?  Hire a consultant!

There are two business models for cost reduction consultants.  Neither will cost your company a penny.  The first model is using the consultant’s expertise to reduce your costs by changing service providers.  These consultants, often called resellers, get paid by the service provider you switch to.   The second business model is that of the objective consultant.  They are called objective because they have no financial interest in the service provider you choose to do business with.  Their fee structure is based upon billing you for a percentage of the amount saved on an annual basis. One advantage of the reseller is that accounts payable do not have to be involved in cutting a check to the consultant.  The downside of the reseller is the concern over which vendor they are selling and wondering if they are truly acting in your best interest.  The advantage of the fee based consultant is they are also getting paid for their expertise and to act in your company’s interest, yet the more your company saves the more they earn.  The disadvantage of the independent consultant is involving accounts payable and negotiating terms of a contract with the consultant.

Which consultant model is better?  I’ve seen both models work very well for customers.   The decision is yours, but before you choose consider which method is going to be an “easier to sell” within your organization.

If you feel you could use a consultant and would like a recommendation for a specific type of consultant please feel free to give me a call.  I will give you a few names of competent and qualified consultants.

Craig Hodges

craig_hodges@bsbcom.com

586-330-9252 DID/Cell

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