Yesterday I was asked a question that I am often asked and I thought it deserved a blog post. The question I was asked is "Where is your call center?" I always answer the same..... WE DO NOT HAVE A CALL CENTER!!! We have product experts, and that function is handled in our head office. The expertise in our sales department is a core competency. I would put our product experts up against anyone in the business in their deep knowledge of the respective products. They each have incredible … [Read more...]
How do you measure success?
April 28, 2009 By Leave a Comment
I received the following letter last week. It made me feel really proud. I thought I would share it because it reinforces much of what we are trying to do at BuildDirect. Our business wins when we provide winning solutions to our customers. I want to thank all of our people who helped create this win! Dear Jeff I'm writing to tell you about my amazing customer experience I had with BuildDirect. I was thoroughly impressed by the quality of your product and the expertise and professionalism … [Read more...]
Transparency: Products and Product Reviews
July 18, 2008 By 2 Comments
Last week, I talked about transparency in business and why I thought it was important. I also said that my next post on the subject of transparency would be on products so here goes... What do I mean by transparency with products? I mean: telling customers exactly what they can expect from our products not hiding or otherwise obscuring information that they need to know to make the best decision for them. helping the customer decide (with all information) what is best for their interest. One … [Read more...]
Listening to Your Customers
June 19, 2008 By 2 Comments
One of my daily routines at the company is to look at feedback responses from our customers to see how we are doing from our customers' perspective. This daily routine gives me a great look at where we are winning and where we need to make improvements. It also supports one of our core values to get better every day. From time to time, I will personally call some of these customers for more detail on their experience with our company. I find the combined interaction between the feedback and the … [Read more...]
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