As a corporation in the United States within the State of Oklahoma we are required to abide by federal laws and state laws, and we have no problem doing this. Its part of being good members of our community. There are many departments and agencies that we report to and who check in on us. We just want to make you aware of a few that guide your working relationship with your employees.
Department of Labor (DOL): Administers and enforces more than 180 federal laws that foster, promote, and develop the welfare of the wage earners, job seekers, and retirees of the United States; improve working conditions; advance opportunities for profitable employment; and assure work-related benefits and rights.
Job definition: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Sample of reported job titles: Account Manager, Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator
I’ve compiled my favorite sites, philosophy, books about how a BOSS should look at the customer service job itself, but more so the place of customer service in the culture and marketing of the business.
A couple key take-a-ways:
Look at customer service costs as a marketing expense
See customer service as a profit generating function and develop appropriate measures.
Answer the phones. (emails, chats, comments)
Respond as quick as makes sense.
You want your customers to be satisfied when buying your product/service — They also need to have a good experience when they need to return or want a refund or have a failure or a complaint.
Customer service employees NEED company specific training. Give them tools. Let them know how to solve customers problems.
Have a system to get customer service feedback communicated back to development and marketing teams.
Daniel Pink’s book called “To Sell Is Human” challenges the old stereotypes of the sales person to declare we are all in sales; “Non-sales selling — persuading, convincing and influencing others to give up something they’ve got in exchange for what we’ve got”. And goes on to share his research from the frontiers of social science to reveal the new definition for the ABC’s of selling.
Let’s all read this book this month. There will be a test.
PS. Chapter 8 Improvise — “learn why understanding the rules of improvisational theater can deepen your persuasive powers”. Watch out for BOSS PERFORM during our 5th Thursday party this month. We will play some Improvisational games and work on our confidence and persuasive powers 🙂
Our theme for August here at Project 3810 is Sales. What is sales? What does it mean? What does it look like? Why do I need a sales strategy? How is sales different from a brand strategy or marketing strategy? Are you in sales denial?
Love it! So many questions!
First off, for those true sales folks out there. I am not a sales person. (sales denial)
Sales as an archetype gets a bad wrap. The reality is you deal with sales people every day and you sale you product or service with every person you come in contact with. Because it is an integral part of business success and because you are selling every time you or one of your employees opens their mouth, answers the phones, responds to emails, posts on social media, its very important to build a strategy around this daily activity.
Its the first of the month, so this post ins’t about answering all the questions. Its about starting the conversation.
Join us for a fireside chat with Kraettli Epperson and learn about his fascinating journey launching over 15 tech companies as a co-founder, adviser or investor. On March 12th at 6pm, we will kick off with greetings, food & drink, followed by an informative chat and Q&A session with Kraettli. Grab a ticket and meet us at Project 3810 for the fun!
Kraettli is an avid Startup Geek, Technologist & Investor, and Owner @ R7 Solutions & JumpPhase Ventures. He co-founded the world’s largest academic digital library, acquired by Gale Publishing. Kraettli also holds several patents, managed a venture accelerator, and created the first undergraduate course in entrepreneurship at Rice University. More info: http://techventuregeek.com
2018 was our first year in business here at Project 3810. When we set out with our plans at the beginning of 2018, while we knew what we wanted to accomplish, we weren’t exactly sure what that might look like once we did.
Our first order of business was to connect with like-minded companies and organizations to see what already existed in our OK small business ecosystem.
As a result we learned about Startup Grind OKC and attended some of their fireside chats. We liked the format and liked their values and decided theirs was a worthwhile association we could support, and thus we could both grow stronger.
Project 3810 became a sponsor in December 2018 and are helping this volunteer organization with promotions, donations and much needed man-hours. We are excited to help this format grow. The fireside chat format is unique in that it gives up close and personal access to busy, successful, local founders. Often we are lucky to hear one of them speak to a huge crowd of folks, but the fireside chat formats allows attendees to actually meet him or her and perhaps, just perhaps, form a kinship where a lasting relationship happens as a result. We believe new and early stage startups benefit greatly from being mentored and the Startup Grind model is a vehicle to allow those relationships a chance to materialize.
2018 was our first full year in business, and we’ve been involved with the Northwest Chamber since inception. So, we were honored to be nominated for and to have won the award for Outstanding New Member at last night’s chamber event, Evening of Accolades. We look forward to many future years of success and involvement with the chamber!
Fireside Chat with Founder and CEO of Resonance Inc
Join Startup Grind and Project 3810 on February 5th for food, networking, and a fireside chat with Jassa Langford!
Jassa Langford is the Founder and CEO of Resonance Inc. which includes the high-end aftermarket audio brands DD Audio and Soundqubed, as well as the commercial real estate and business development venture Project 3810. Having developed a deep understanding of electrical and audio engineering as a young man, Jassa was able to provide fellow audio enthusiasts and audio professionals with the equipment they needed to produce powerful, high quality sound. In 1986, Jassa saw Original Equipment Manufacturers’ overseas realignment as an opportunity and created Digital Designs (DD Audio) in Southern California. He and his wife Vicki (VP and CFO) moved DD Audio from SoCal to OKC and grew the small business venture into the flagship brand of Resonance Inc., which also includes the DIY ecommerce brand Soundqubed. While Resonance has branched out beyond these brands, producing exceptional American made audio equipment and making people’s lives sound better remains Jassa’s primary focus.
As an entrepreneur, your startup or small business might not be quite large enough for a traditional “company holiday party”. That’s where the folks at Startup Grind and StartupOKC come in. They’re joining forces to put on a holiday party for the rest of us! And it’s being held at our place!