Service Matters

  • What Stories are YOUR Customers Telling?

    Early last week while working in Bentonville, Ark., I rented a car from a rental company that I use occasionally, but certainly not often. I have no loyalty to any particular one as I have been unimpressed by all of them.

  • STOPS and STARTS for Better Service

    In December, we talked about how to set SMART goals and I promised to give you some considerations on what to stop doing and start doing to reach your goals. This article is about a few STOPS and STARTS to begin the year with a customer service focus.

  • SMART Customer Goals

    Now is the perfect time to look back to evaluate and peer forward to plan for the next year. The ready-mix industry is steeped in best practices and measuring efficiencies related to operations.

  • Distinguish your Brand with Customer Service

    Have you ever considered that you appear to be exactly like your competitors? They hire the same kind of people. They teach them the same things. They deliver the same product. Most customers would be unable to articulate how your company is different, besides the signs in front of your office and...

  • To Hunt or to Keep: That is the Question

    Customer acquisition is sexy. There is something about the hunt that gets people excited. It's kind of like dating-lots of attention, communication and messages of appreciation. Then when acquisition occurs details are forgotten, communication lags, and words of fondness are articulated less often.

  • The Most Important Decision Producers Make

    Give up right now on the chance of ever delivering a consistently excellent customer experience, if you are unwilling to hire differently.

  • From Mediocre to Magical: Part 2

    Did you do your homework? If so, every area of your company has a list of touch-points they own. Now let's talk about what to do with them.

  • From Mediocre to Magical

  • Five Steps to Complaint Handling Success

  • If the Shoe Fits...

    Providing an upgraded experience through knowledge is the point at which the experience transitions from generic to specific—and that's when customers will refer you.

  • The Question of Loyalty

    CEOs are famous for giving lip service to customer service. Statistics bear out that typically few resources, whether human or financial, are invested in improving the customer experience.

  • Customer Service Begins Inside

  • Measure It to Manage It

    The reality is that we can't manage what we don't measure. And without measurement, things can easily wield out of control.

  • From Lip Service to Service Leadership

    Service matters. But does it really matter that much?

  • Image

    Your Drivers: A Forgotten Asset

    Ready-mix drivers are the face of your company.

  • Trucking Forward

    Mack executives unveil a new customer service center near Allentown, Pa., and demonstrate their commitment to the industry.

  • Grace Appoints Steve Cox North American Director of Sales, Concrete Products

  • BMHC's Net Losses Reach $45.2 Million in 3Q

  • Image

    Is Your Customer Service in a Slump?

    The customer is the purpose of your work, no matter what your specific job in the process. And sometimes it is good to remind yourself that the customer pays the bills, generates payroll, and buys new equipment.

  • Image

    It Was a Great Ride

    As producers prepare for 2008, projections from various sources point to a 10% to 15% reduction in total sales volume as the housing bust hits bottom. This reduction translates into a contraction of 45 million to 70 million yards, depending if the housing industry begins a slow recovery by the end...


TCP's Network

Twitter Facebook LinkedIn