The quality of our reps is a OPT differentiator. Two ways we attract and retain quality staff is through positive reinforcement, and maintaining a 15:1 staff to supervisor ratio. As a manager of people, I feel it’s so important to let them your employees know you appreciate what they do. If they are doing their job, [...]
Does a Pleasant Tone Really Matter?
October 17, 2008 By 1 Comment
In basic terms, being nice to customers is good for business. We all know that! Right? If you’re a skeptic like me, hard numbers are the best way to support any theory. With that said, I have some exciting news. Recently, we sampled over 1,300 customers and asked them to rate the tone and courtesy [...]
Complex Devices: Greater Opportunity, Greater Risk
October 15, 2008 By Leave a Comment
Summary: Complex devices such as “smart phones” and digital Pay TV services have steeper learning curves, leading to user frustration and higher-than-expected return rates. Costs of handling these returns, as well as training users, are high and getting higher. Opportunity costs of these returns are high as well, as anticipated revenues plummet and unanticipated costs [...]
Asset Retrieval is Critical in This Difficult Economy
October 15, 2008 By Leave a Comment
With lending and borrowing tighter, if in fact not available, companies will have to find ways to limit Capital Expenditures without hurting their operations or customer relations. As self-serving as it may be for us to mention, a well-run Asset Retrieval program can make a huge impact on operating expenses and reduction of Cap Ex. If [...]
