Customer Service Superstars

Customer Service

Over the years, we at DiscountCall have built our brand on providing clients with the best products and, most importantly, the best customer service. Ask any of our customers and they will tell stories of how people like Tony Miyares or Randy Berlin have worked tirelessly to ensure that customers are happy and comfortable with their phone systems. Part of providing great customer service is recognizing it in other businesses. On occasion, we will provide stories of customer service superstars from around the country. Here’s the first segment; the stories come from our readers.

Ben Woodruff
Park’s Edge “Inman Park” – Every time we’ve eaten there the chef has come out to ask about our food. They are always extremely accommodating with our three-year old son. Every server is on point each time we visit. They have an excellent brunch!

Lauren Eisner-Hardeen
Finish Line has great customer service whereas Foot Action does not. I was shopping for new kicks several months ago and started my quest in Foot Action. The kid helping me had to go back and ask the manager every question I had and when his friends came in the store he left me there while he socialized. I walked out and over to Finish Line where the gal who helped me was also helping a few others yet managed to sell each of us a pair of shoes and give us the right amount of personalization. I have always found Finish Line to have incredible customer service so kudos to them.

Jennifer Smith Cook
Villa Montez Latin Cocina in Tyler, TX is owned by two brothers from Turlock, CA and has the best customer service because they hire very efficient, friendly staff. The Family is very hands on and attempts to greet many of their guests personally and make them feel like family. They grow most of their herbs and some of their vegetables. Their sauces are made from scratch daily.

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10 Tips for Great Leaders by Todd Merry

In March 2010, we asked a number of people for their takes on great leadership. The response was great and we wanted to share one of the best emails we received in regards to the subject. Todd Merry, Director of Sales at BlueWave Computing, offered 10 tips for those who desire to be great leaders:

 
1. Lead by example
2. Reward your people for success and take responsibility for the shortfall
3. Be an active listener
4. Only promise what you can deliver
5. Be consistent
6. Demonstrate Competence
7. Follow-up on actions
8. Have a vision and a plan
9. Provide Growth
10. Put your people in the right position based on their skill set

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Secrets of the Most Productive People- Part 1

This week we are starting a series on personal and professional productivity. We all have a billion things to do each day: sales calls, meetings, writing, family, managing employees, buying groceries, taking the kids to school, etc. If you are like me, you are only completing the priorities that are screaming at you. Not a good way to live. So to combat this, in some part, I called on several of the most productive people I know. People who are getting it done each day, achieving great success and making it look easy. Our guest blogger for this post is Darrah Brustein, principal of The MJT Group, a merchant services brokerage. She is also the VP of Individual Development for Junior Chamber International-Atlanta and the author of a popular blog for 20-somethings, the Betwixter.

As a card-carrying work-a-holic, I’ve had to come to bold realizations about the value of work/life balance. Particularly, as one who runs a business from home, it reminds me of those good-old college days when you lived, worked, and ate in your dorm room, thus resulting in little to no separation of work and personal life. A messy, blurry reality that oftentimes carries into our adult lives.

There is no magic formula (from what I can tell) for juggling everything life throws your way, but I really think it comes down to priorities. I get picked on for having an overflowing plate at all times (to give you a taste, I run one start-up, am launching a second, am on three volunteer boards, and write a blog), but for me, that’s how I perform at my best. The challenge is making time for things that I prioritize lower on my list, but know are important: time to call my parents, work out, or go grocery shopping for example.

Even though I’m a young professional, I’ve learned some tough lessons about burnout. From these experiences, I’ve found that with basic practices, I can find some balance in the chaos. A couple helpful tips:

Block your activities off into clusters. If that means you’re on the road and need to be in one part of town for three things, do those back-to-back. If you’re like me and do a handful of things, work on one, then switch gears to the other. Don’t try to do one, then shoot an email off for the other, jump back to a power point for something else, and take a phone call for the first. It’s tempting, but stay focused. It will save you time in the end and you can return the call/email when you’re ready. Make lists on paper or on your virtual calendar so you can move the ‘to do’ items around and have them in front of you when you’re finished with your last activity. For me, this allows my mind to stay tuned to the task at hand and get to what’s next, when it is actually next.

Generally, be cognizant of your time. Don’t say ‘yes’ to things you really don’t want to do. If you’re like me, you might just want to do it all, but simply can’t. Again, cluster commitments or ask for phone meetings to cut back on driving time. Respect your time and others will, too.

I could go on and on with ‘tips for productivity’ as I was asked to describe, but really, listen to your gut. If you’re not feeling ‘on’ one day, give yourself a break. Don’t force it. If you’re in the zone, focus on whatever task is at hand, knock it out, and keep pushing to the next. Don’t let laziness get the best of you, but on the same token (if you’re like me), don’t allow your drive to have the same effect. At the end of our time here, will you regret not working enough or not spending time with your passions? If those two intersect, you’re lucky, but there must also be time for health, a social life, and love. I guess that’s an altogether different subject. For now, go and be productive.

 

Darrah Brustein is an Atlanta transplant, by way of Philadelphia and Baltimore. She holds a BA from Emory University in Religion and Italian, which she naturally parlayed into a career in wholesale apparel sales.

Ready for a new challenge, she joined forces with her twin brother to go into business, brokering credit card processing. As a natural ‘sociologist’ of life around her, Darrah blogs to the ‘quarterlife’ generation, speaking on topics pertinent to them. She is an aspiring children’s book author, lover of finance, fashion, and real estate.

 

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What Makes a Bad Referral Partner? Seven Signs

Don't be that guy!For nearly two years, we have talked about what goes into being a great referral partner and, from time to time, we’ve highlighted examples of outstanding Referral Partners and how their businesses have been enhanced. However, there are some referral partners who, for a multitude of reasons, don’t quite get it. For most of you, this doesn’t apply. However, these signs should serve as a litmus test of your abilities as a Referral Partner. Are you missing out on opportunities to make money, advance in your profession or win favor among your customers?

1. A “referral partner” who doesn’t call us when they have a phone system prospect.
2. A “referral partner” who is too lazy to help their customer with business needs outside of the product they sell. This works in the short term, but if you become a valuable resource to the customer, which doesn’t take much effort or time, they will repay you by sending more business your way…at worst you just make $$.
3. Sells with price being their primary differentiator.
4. Doesn’t build true relationships with clients.
5. Too chicken to TELL the customer we are the best- DiscountCall sells Samsung phones systems (award-winning brand), has technicians with over 30 years of industry knowledge and a commitment to outstanding customer service. We will treat your customers with extraordinary care.
6. Doesn’t see the value in bringing a great partner like us to the table (doesn’t have the vision to understand how we can help him be more appreciated by his own customer.)
7. Order-taker mentality (not a consultative sales technique.)

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Customer Profile: Alliance Group

The Alliance Group is an independent marketing organization that focuses on insurance products for both businesses and individuals. Their signature products are their “living benefits” packages. Living benefits are similar to life insurance except that a policy holder can file claims and receive payouts while they are alive. Your traditional life insurance policies should really be called death insurance because your beneficiary can only cash in on it once you die,” said Joshua Littrell, vice president of sales for Alliance Group. “Living benefits allow the individual to receive money while they are still alive. This allows some individuals to pursue experimental treatments for certain diseases. It’s what separates us from our competition.”

Littrell used the example of a 29-year old mother of two to describe how living benefits works. “The young lady was told that she had terminal cancer and to start getting her affairs in order. Her medical insurance company couldn’t help her. In getting her affairs in order, she noticed that she had purchased living benefits from us and inquired about filing a claim. She filed a claim and it allowed her to receive a bone marrow transplant that many insurance companies weren’t paying for during that time period. That was in 1997 and she is still alive today. How ironic is it that something she bought in the event of death actually saved her life”

Alliance Group also sells business preservation and key person insurance as well as help structure buy/sell agreements.

As you can see, the Alliance Group sells a unique product that has made a tremendous impact in the lives of others. Unfortunately, their phone system was becoming outdated and was beginning to hinder the solid work that Littrell’s team was doing. “Our system was antiquated and it was becoming difficult to work with. We pretty much had to be on top of the speaker phone to get the other person to hear us. It was frustrating”

So after making a bunch of calls, a CBeyond representative gave him the number of Caroline Gregory at DiscountCall. DiscountCall provided the Alliance Group with a solution that included a new Samsung OS7100 with 12 phones and an E-mail gateway. In the coming months, DiscountCall will add an OS Link/EasySet and OS call.

Littrell, a combat veteran  of the United States Air Force who prides himself on hard work, raved about the work that DiscountCall did on his company’s behalf. “They have great customer service and are very attentive to our needs. They really listened to our requests and came back to us with a game plan,” said Littrell.

Littrell also viewed DiscountCall’s practice of presenting line-item contracts to customers as an impressive attribute. “I really liked it because you were able to see the costs on the front end and determine your needs. That is unheard of; most companies just hand you contract.”

DiscountCall was able to upgrade the Alliance Group’s phone system and make it easier for them to communicate with customers and provide solutions for their individual and business needs. “I would definitely recommend DiscountCall because of their customer service, attention to detail and involvement with their clients. They establish long term relationships, which is what we want as well. We don’t want to change carriers every year,” said Littrell.

For more information about the Alliance Group, please visit http://www.anallianceforlife.com.
If you have a colleague that needs a phone system, phone lines or cabling, contact a DiscountCall representative at sales@discountcall.com.

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Lease vs. Cash Purchase by Caroline Gregory

As your business prepares to compete and grow in a new millennium, the value of acquiring a new phone system with advanced technology is realized and becomes a strategic business decision. Through relationships & partnerships, you will identify a qualified vendor to obtain a customized hardware solution that will grow & support your business for many years to come. The next step is deciding how to acquire it – make a cash purchase or lease?

There is no universal, one-fits-all answer to the buy vs. lease question. Each business has circumstances that make one of these options more attractive than the other. Your management philosophy toward buying and keeping assets, the degree that changes in technology affect your business and your company’s financial strength all affect the approach you will take in making this decision. Typically, if the cost is less than $10,000, companies will purchase with cash, however, the advantages of each option should be considered.

Lease: A non-cancelable contract extending over a fixed period of time.

Advantages:

• 100% financing
• May be Off-Balance Sheet Financing
• Preserves Bank Lines & Conserves Capital
• May Provide Tax Advantages
• Fixed Payments with Flexible Terms
• Creates new credit source

Cash Purchase: Using working capital acquistions

Advantages:

• No financing charge
• Immediate ownership
• May provide tax advantages
• No monthly payments

Contact your DiscountCall Representative at sales@discountcall.com for more details and assistance with evaluating these purchase options.

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How does Samsung VoIP compete with Cisco and ShoreTel? by Randy Berlin

We get this question a lot and it always comes down to the comfort level of the DM with the product features and support behind the system.

Samsung is a worldwide brand with a strong research and development history. They have effectively positioned their product line to compete with the VoIP-only products of Cisco and ShoreTel by providing hybrid systems that have TDM and VoIP functionality. Price and on-going support are also differentiators since all of the Samsung products come with a built-in five-year warranty and inexpensive maintenance plans (if needed.) Most Cisco and ShoreTel dealers need to have expensive maintenance plans to be profitable since their margins are slim and the equipment is on the LAN, overlapping with other equipment they likely support. Samsung systems are more flexible because the equipment can be separate from the LAN (very popular with IT decision makers) or can be run through the LAN with PoE (Power over Ethernet).

Regardless, the three primary reasons why clients purchase Samsung VoIP Phone Systems from DiscountCall are:

  1. Referral Partners’ trust in DiscountCall is passed on to the client
  2. On-going remote support
  3. Product features that are beneficial to their business, provided by our salespeople, installation technicians, on-site coordinators and system engineers
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Presentation Must-Haves by Caroline Gregory

You’ve had the initial sales meeting, gathered the information needed, and scheduled the second meeting to present your great solution. So, does your presentation really have what it takes to get the job done? 10 presentation must-haves:

1. OBJECTIVE: Know the purpose of the meeting, the specific benefits you want to highlight, the method of highlighting them and how you want the next step to be defined. You won’t be able to judge how the meeting really went if you didn’t have an outcome in mind to begin with.

2. AGENDA: Whether it’s written, spoken, or both; the customer should know what the meeting will consist of and the primary topics of discussion. This will make it easier for them to follow along and retain the information because it has been presented in a clear, organized manner.

3. EARS: Don’t talk too much; the meeting should be an interactive conversation, not a lecture. Avoid robotic behavior when asking questions – relax, listen, and learn what your customer is telling you so you can understand how their message applies and what questions should be asked next. Go with the flow.

4. IMAGES: Paint them a picture with your words by telling memorable stories that are relevant to their situation and your solution. Referencing other customer’s stories will convey the material in a “real” way they can relate to.

5. CONNECTION: Create a strong connection with your customer on, both an intellectual and emotional level. Provide factual information and reason to connect to their intellect, while explaining the material in an imaginative way to connect to their emotions. Frequently using the words like “you” will strengthen the emotional connection even more.

6. ABSTRACT VIEW: Depending on your audience’s position within the company, adjust the explanation of your solution. Go “big picture” when presenting to the CEO. Give more details when presenting to management or technical users.

7. PAUSE: Suggesting a break or moment to have an open discussion about key points made thus far is a healthy way to help customers retain information and to provide you with feedback that may otherwise have been forgotten. It’s better to get things on the table while you’re in front of them.

8. EDIT: Pay attention to any meaningless, often times repetitive, words or phrases that you may be using such as “um”, “let’s see” or “put it this way.” Edit your verbal message so only the most powerful and important words are spoken. Make the message clear and memorable for the customer.

9. PUNCHLINE: Much like editing any repetitive words or phrases, the “punchline” involves identifying the most powerful words in your message and ending your sentences with them. For example, instead of saying “Let’s review the SOLUTION that I created for you,” say, “Let’s review the SOLUTION.”

10. OPEN & CLOSE: Begin and end your presentation with statements related to the customer’s organization, not your own. “Your company has been recognized for excellent customer care in XYZ journal. I’m going to demonstrate how my solution will not only support the existing level of care, but increase it by….”

 

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What Makes a Great Leader?

It’s a question worth asking. Great leaders run great organizations. If you don’t want to be great at a certain task or job, it’s probably not the job or task for you. But what’s a great leader? How do they separate themselves from bad leaders? Or even good ones. And most importantly, how can we become great leaders?

There are no hard and fast answers to these questions, so I asked several people who have witnessed great leadership or who are great leaders themselves to get a variety of perspectives on the topic. My hope is that you see something in these answers that makes sense to you and/or something that you can put into practice in your own careers.

Randy Berlin, President, DiscountCall.com, Inc.- Randy has been the president of DiscountCall for 14 years and has seen growth in his company as well as dramatic change in the telecommunications industry. Prior to his work in telecommunications, he witnessed leadership in action as a minor league baseball player. Berlin said: “Great leaders are trusted because they are ethical and help others turn into great leaders. They hold people accountable and see a vision.  I once read that a leader knows how to pull people for a common goal and not push people.  It was demonstrated by putting a piece of cooked spaghetti on the table and asking someone to get it across the table.  If you try and push it, most of the strand lags behind. But if you pull it, the whole strand follows perfectly.”

Kevin Salwen, Co-author, The Power of Half: One Family’s Decision to Stop Taking and Start Giving Back- “I think great leaders, more than anything else, are great listeners.  Employees, peers, teammates all come in with a desire to do well; it’s in the human spirit to want to succeed and be considered by others as a winner. So, a great leader will listen carefully to both what’s spoken and unspoken (actions, body-language, etc) to understand how to help others remain motivated and to determine what they need to achieve their best performance.  If others believe you are listening, they will tell you what they need.”

Haley Kilpatrick, Founder and Executive Director of Girl Talk- Girl Talk is a student-to-student mentoring program that pairs middle school girls with high school girls who serve as mentors. I asked Haley for her take on leadership because she has built an international non-profit organization before the age of 25. She’s someone with a maturity beyond her years and a fresh outlook on leadership. Haley said: ” There’s a significant difference between a good leader and a great leader.  Great leaders put others’ needs first and know that by doing so, their needs will always be met. Great leaders have great mentors and are great mentors.  Lastly, great leaders know their true worth is determined by how much more they give in value than they take in payment.

Jean Creech, Host & Executive Producer, Bold Ventures Radio- I’m privileged once a week to spend an hour with some of the country’s most insightful, successful and interesting business leaders, who have chosen the path of entrepreneurship.  Here’s what I’ve learned from them about how to be a leader:

1. Entrepreneurs have an aura about them; they’re optimistic. They tend to be wicked smart, never give up and instead of taking no, they’re always looking for ways to get to yes, so problem solving and creativity are key factors to great leadership.

2. When asked what’s the biggest challenge you’ve faced, the majority of my guests say HR.  To overcome this challenge, entrepreneurs tend to be thorough and make sure they’re hiring the right person for the position. The person who has the right personality to fit into the culture of the business.  The cultural fit of an employee is almost more important than skill set. So a great entrepreneurial leader assesses candidates on culture as well as skill set and then gets out of the way and lets them do their job.

Other Perspectives:

Here are a few comments people made on our Facebook pages:

Alicia Montgomery, Mother of three and one on the way- Patience, empathy, resolve, clarity in communication, intelligence, and hard work.

Calvin Cutz, Owner of Clubhouse Barbers- PERSISTENCE MAKES A GREAT LEADER…

George Jaramillo, President of JCI Atlanta- Constant improvement, passion, and character.

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10 Employee Morale Boosters by Johnny Crosskey

Johnny CrosskeyEveryone needs a “pick me up” sometimes. With the economic climate being what it is at the present time, it’s more important than ever to integrate happiness into the culture of your work place and personal life. For many companies, money is tight so my suggestions are affordable and, in some cases, free. So no chartering a plane for a weekend in Vegas or going to Super Bowl (although I do suggest attending a sporting event.) The primary reason I’m writing this post is to emphasize the idea that your employees and/or co-workers are a family. You may not always agree with each other, but even in cutthroat industries, your fates are indelibly intertwined; trust me on this one. Positive morale is vital to company success, so try these suggestions. I think you’ll like the results.

1.Have a company lunch or breakfast- It doesn’t have to be elaborate, but free bagels and coffee or box lunches or pizzas can go a long way in helping employees feel like they are more than just droids pushing out a product. This act works on two levels; it’s an act that shows genuine concern for employees. Also, we all have to eat, picking up the tab on breakfast or lunch saves your employees time. It also gives employees a chance to slow down and bond, if everyone sits together to eat.

2.After work happy hour or ice cream social- I know this may sound like a pricey idea but if you buy beer and wine the costs can be reduced. If you are concerned that your happy hour could become an unwanted dose of truth serum for some or if consuming alcohol is not in keeping with your corporate culture, an ice cream social works just as well. The point is to give employees an opportunity to unwind and learn a bit more about each other. It also gives them something to look forward to at the end of the day, which is always nice.

3.March Madness office pool- We don’t condone gambling in any venue, but employees who love basketball will get a big kick out of picking the winners in the NCAA Men’s Basketball tournament. Having bragging rights in the office will be a more prized accomplishment than you can possibly imagine.

4.Ugly Sweater Contest- This is a silly take on casual Friday where employees don their ugliest sweaters. Some employees may think that they are too cool or distinguished to participate in this activity, but part of boosting employee morale is having a willingness to take yourself less seriously. A great way to encourage people to do this is for the employer to lead the charge.

5.Volunteer Project- Nothing feels better than helping others with no expectation of getting something in return. It also helps our world at a global and community level. If you could only participate in one of the activities that I’ve listed in this article, I strongly urge you to participate in this one.

6.Goal Planning- If you can only do two of the activities I’ve listed in this article, aside from volunteering, I strongly encourage the idea of working with employees to set company and individual goals. I can’t express to you the importance of making employees a part of goal setting for the coming year. It gives them ownership in the progress of the company and it makes them feel important. People would argue that workers are mostly motivated by money, but I would say that many if not all are motivated by a sense of importance.

7.Have employees make a short video about their lives or a safety video- This may require a little buy-in, but if you get it, it can pay big dividends. The video doesn’t have to be long (2-4 minutes would be fine.) The idea is to give your co-workers a little insight into each other’s lives, thus building connections. If this idea sounds a little personal, try getting everyone to create a funny video about office safety. Then take time on a Friday to show the videos and learn more about your co-workers or have a hearty laugh. By the way, these videos are meant to be a fun diversion, not an additional project or a political statement, so set ground rules early.

8.Bring in a masseuse to give 10-minute massages- This may also seem like a pricey suggestion but that’s why we have massage therapy schools. There are tons of would-be massage therapists who are looking to hone their craft for little to no cost. Benefits of this activity are obvious.

9.Walk in a co-worker’s shoes for a day- Nothing gives employees more of a feel for their teammates (and that’s what you really are or at least should be) or gives them a better understanding of their company than doing someone’s job for a day. This is not meant to be punishment, just an exercise in understanding those around you. This activity will build bonds between employees and make them better professionals within their industry.

10.Make note of one accomplishment each day- This can be an individual or company-wide activity. The point is to see progress each day. One of the best ways to give yourself a daily boost is to understand that your making strives, even small ones towards an end goal. No one wants to feel that they have wasted their time and this activity will help them feel a little more useful.

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