SOS has launched an initiative to move customer satisfaction ratings up from “consistently great” scores to “consistently extraordinary” scores.
While it’s harder to make big gains when a company already ranks high, improvement is still important. So SOS is making changes in the way that they conduct business. Here are a few examples:
- CEO, Gia McNutt is making customer-care calls at random herself, to take a pulse with clients
- SOS has a new system to make sure all client feedback gets to the right managers
- SOS is conducting satisfaction surveys upon closure of each service case
- Starting this year, the annual employee award for customer service will be decided by customers; and
- When it comes to hiring, SOS continues to look for people with that spark, that commitment, that belief that they can make a difference
SOS has refined a methodology of causing minimal disruption at client companies when helping them shift to a new system. Users are disrupted by a sea change in infrastructure, and SOS knows how to avoid that.
From the client perspective it's not about the technology, and SOS gets that. SOS has found success in providing total solutions to clients, not just ‘things’ like software or hardware. SOS focuses on building long-term business partnerships with clients. That’s why SOS continually upgrades operational processes for everything from handling leads to helping clients achieve quick company-wide adoption of a new system.
Thoughts? Questions?
Rebekah, the key to improving is having your feedback, your input. I'd love to hear from you.
Here is a link to
email me -- or, if you prefer to talk live, please dial 916-577-1711.
