CONTACT
SUBSCRIBE- SOLUTIONS
- 2008 Classes
- Project Management Training
- Strategic Operations Programs
- Process & Workflow Improvement
- Excel Tools For Contractors
- Operations & Acctg. Integration
- Customized Training Programs
- RCCA (Rapid Const. Co. Analysis)
- Emerging Contractor Development
- CCD (Const. Co. Development)
- Special Projects
- RESOURCES
- BLOG
- CONTRACTOR HEADLINES
- ABOUT
- CONTACT
- SUBSCRIBE
- CLIENT LOGIN
Measuring Customer Service
You may know that customer service is important but how do you measure it? You could do a survey but how can you quantify the financial bottom-line? What is your Return on Investment for all your hard work?
There is a strategy called Net Promoter Score which is easy to quantify and easy to communicate to your team. A recent article in Inc Magazine discusses some basic details of the method and it can easily be used by a contractor.
I love talking about customer service and all the ways a construction project team can improve customer service including how RFI's are processed, how bills are sent, how changes are dealt with, etc. I am always amazed that while some contractors are so short-sighted that they don't send their teams to a seminar on "soft skills" the people that do stay have great feedback.
TrackBack
TrackBack URL for this entry:
http://www.dbrownonline.com/mt/mt-tb.cgi/182
Related Links
Adjust Text Size
Subscribe to D. Brown Online
[What is RSS]
Subscribe By Email
More Options
Categories
Pre-Planning Facilitation
Improve Profitability On Your Next Project
Archives
-
- May 2008
- February 2008
- January 2008
- December 2007
- November 2007
- October 2007
- September 2007
- August 2007
- July 2007
- May 2007
- April 2007
- March 2007
- February 2007
- January 2007
- December 2006
- November 2006
- October 2006
- September 2006
- August 2006
- July 2006
- March 2006
- February 2006
- December 2005
- November 2005
- October 2005
- September 2005
- August 2005
- July 2005
- May 2005
- April 2005
- February 2005
- January 2005
Favorite Book 2007
The Toyota Way is my favorite book for 2007. It had so many good ideas that I could not keep up and ended up reading it again and even buying the Field Book to go along with it.
Download Elegant Solutions from Change This which provides some highlights of the Toyota Production System. Too many ideas that are applicable to contractors to even count!
Recent Posts
-
- Broken Buildings, Busted Budgets
- Cut the Fat
- Great Insights
- Sprint Wireless Cards / Dell Laptop / Field Connectivity
- Estimating Cost Data
- Cutting The Fat - Slow Down Survival Tips
- Good Marketing - Good Company
- Summit Technology Group - Client PR
- Work in Progress Class - Coming Soon!
- Workforce Quality or Management Quality?
Management Class Series
Training Modules Specifically Designed For Contractors
- Construction Documentation Overview
- Scheduling
- Project Pre-Planning Impacted Jobsite Productivity
- Production Tracking Customer Service & The Project Team
- Change Orders Talent - “People Processes”
- Profit Dynamics For Construction Contracts
- Cash Flow & The Project Team
- Priorities (Time Management For Construction)
- Construction Financial Basics
- Integrated Accounting & Operations
- Project Management Overview
- Process Documentation
- Effective Superintendent Processes
- Implementing A Project Management System
- Organizational Planning For Contractors
- Technology Systems For Contractors
- Excel for Contractors
