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Jim Baston

Jim is president of BBA Consulting Group Inc., a management consulting and training firm dedicated to helping technical service firms leverage the untapped potential in their business-development efforts.

For additional information, visit bbaconsulting.ca.

 

 


Articles by Jim Baston

Make Customer Service Work for You

Customer service plays a major role in creating the experience the customer enjoys (or not) when doing business with us. Here are five steps you can take to make customer service work as the engine of growth and profitability.
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Show You CARE

The core ingredient for a good relationship is trust. The level of trust in a business relationship is a major determinant of whether a customer will choose to continue to do business with you.
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Generate More Referral Business

Referrals play a critical part in any service company’s business development plan and are arguably the most effective way to grow your business.
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Teach Your Service Techs the Fine Art of Good Conversation

Seize the opportunity to define the customer experience through the conversations your technicians have with your customers, and manage the image they portray to your customers.
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Know Your Customers and What They Really Want

Although the secret of success in service may be to profitably provide what the customer really wants, effectively addressing those wants is far from easy.
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Three Cheers for Customer Service

Good customer service, while once the basis of competitive advantage, has become increasingly a necessary condition for doing business — particularly within mature industries such as HVACR.
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Exceptional Service Doesn’t Start on the Front Line

As managers and leaders, you’re responsible for the actions of your employees and you have an obligation to ensure they’re equipped to successfully deliver upon it.
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Give Your Bedside Manner a Check-Up

Companies with a positive bedside manner create a positive customer experience. Here are four steps to creating such a manner.
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7 Steps To Instilling Business Development in Service Techs

Field service technicians are on of the greatest business-development resources of any commercial service company. Some firms have trained their technicians on selling, but most service managers I know agree techs could do more to boost their business-development efforts.
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