Jim Baston

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  "

Related Stories

7 Steps to Instilling Business Development in Service Techs

Seven areas management must focus on to instill a strong, customer-focused, business-development culture.

Originally published Published: 06.01.23 Author By Jim Baston

Differentiate Your Business Strategy

Determine how to promote your technician’s efforts through proactive business development.

Originally published Published: 09.01.18 Author By Jim Baston

Engage Your Technicians in Promoting Your Services

Engaging your technicians in business development activities can increase the value to the overall service your company provides.

Originally published Published: 06.01.18 Author By Jim Baston

Add Value to Your Customer Relationships

You should view your technicians’ proactive efforts as a service rather than a selling activity.

Originally published Published: 04.01.18 Author By Jim Baston

Do the Right Thing

A simple approach leads to an exceptional service experience for your customers.

Originally published Published: 01.01.18 Author By Jim Baston

Deliver an Exceptional Service Experience

Ensure all team members act together to contribute to an exceptional customer experience.

Originally published Published: 09.01.17 Author By Jim Baston

Customers Trust Great Technicians

You can learn a lot about excellent customer service by watching your truly great technicians.

Originally published Published: 05.04.17 Author 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 …

Originally published Published: 12.28.16 Author By Jim Baston

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.

Originally published Published: 08.03.16 Author By Jim Baston

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.

Originally published Published: 03.01.16 Author By Jim Baston

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.

Originally published Published: 01.01.16 Author By Jim Baston

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.

Originally published Published: 09.01.15 Author By Jim Baston

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.

Originally published Published: 03.01.15 Author By Jim Baston

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.

Originally published Published: 07.01.10 Author By Jim Baston

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 …

Originally published Published: 04.01.10 Author By Jim Baston