Brandon Kay, BIS Consultant’s joint Chief Executive Officer, recently stood up to present in front of a full audience at our first ever TechCon and announced: “If you’re not happy with BIS, it’s your fault.” The room fell silent and BIS employees nervously looked at one another. Eventually, a ripple of laughter erupted across the room. Surely, Brandon didn’t actually mean that? It was a joke, right?
It might have been a Freudian slip, but there is more than a grain of truth in the statement: if we are not happy with the level of service received from a business, it is partially our fault.
It’s an unfortunate fact of life that not everything goes as smoothly as we would like. However a potential disaster is a way to differentiate between good and exemplary customer service. Good customer service means getting it right first time but exemplary customer services means that when things don’t go as planned, they are made right quickly, efficiently and the same mistakes are not repeated. As a culture, if we receive poor service we tend to complain to everyone -our coworkers, our friends, our family, Facebook- everyone, that is, except the company. If we expect the company to make things right then we have a responsibility to tell them what went wrong.
2015 was a very successful year for BIS culminating in our first annual TechCon. Over 120 attendees from almost 50 CADs descended upon Frisco. We ran numerous training sessions covering subjects from IT to GIS and everything in between. Not everything went smoothly, but we had fun, we addressed every bump in the road with a smile and we’ve learned a lot. We’re planning to be back for another client conference December 2016 and it’ll be bigger and better than ever!
And if you are asking, yes we will let Brandon present at the next conference! If you ‘d like to come see what our CEO’s will
blurt out say next, send us an email for conference info. But, more importantly, if you are a client of ours and you are not happy please tell us. If you don’t let us know where we are missing the mark then we won’t know that something needs to be fixed. Email us at firstname.lastname@example.org or call us at 800-247-9045 or even leave a comment here.