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When you have that face-to-face meet-


ing, ask them the following open-ended questions. Remember to take notes and follow up on their answers. 1. Are you completely satisfied with our services?


2. Is there something that you want that we are not providing?


3. In your perfect world, what would our services look like?


4. Can you contact us, and are we avail- able when you need us?


Just like our customers, we all want to


know that our service provider cares about us, and not just when they send us the monthly bill. When was the last time that your laboratory, test-kit provider, or your MRO contacted you to see if they were doing everything you want them to do? See how important communicating with your customer is? Providing quality to your customers is


also twofold. Part one is having a quality product and part two is having a quality system for delivering your services. Being that service is your product, professional training, monitoring performance, and quarterly evaluation of your collectors will enhance their performance and elevate their level of competency. With multiple collectors, you already have the resources for monitoring and evaluating. Once short comings are identified, you must provide the training to eliminate them. Remember, your reputation is based upon every con- tact your customer has with any aspect of your organization; from your website and email address, to the person answering the telephone or providing the collection. Quality is not about the lowest price; it is


about value and a good return on your cus- tomer’s investment. But let’s face the truth and not turn a blind eye to the botom line and the power of the almighty dollar. Money is what drives many companies’ decisions and cost of services will have a greater influence when dealing with a gov- ernment entity or local municipality.


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So how do you make a profit while keep-


ing your customer happy and taking care of your employees? You do this by conducting cost analysis of products and services you use annually and pricing your services ap- propriately. How much do you pay for each sample you send to the lab? How much do you pay for each MRO review? Could you save money on your POC kits? Your customers shop for the best value and you should too. Te money you save on over- head will increase your profit margin and create a bigger return on investment. Remember, communicating with your


customer keeps them engaged! Our busi- ness is a living entity and it continues to evolve, just like our customer’s needs and wants. Your current customers are usually your best resources for new business op- portunities. Safety personnel know other safety personnel, human resource direc- tors know other human resource directors. When you are making that face-to-face meeting, and you have found that your client is very happy with your services, take that opportunity to ask if they know other people in the industry and if you could use their name as a reference. Personal referrals are your best resources for new business and take a fraction of the time that cold- calling does. Be creative when you are looking to


expand your customer base. We tend to expand in areas in which we already have customers. Transportation is most likely your number one area. But, being open minded will expand that customer base. We have had great success in the construc- tion industry. Many construction workers operate company vehicles and the nature of the work, with a lot of moving parts, leads to more accidents. Tese are both DOT and non-DOT customers. Also, electrical providers have many vehicles and operators. Again, these are DOT and non-DOT employees. But let’s look outside the box. Every time you are in your vehicle driving, you


datia focus 45


Quality is not about the lowest price; it is about value and a good return on your customer’s investment.


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