What might the contrast in sales performance at Volkswagen and Ferrari have to do with the business of electronic security? Recent sales activity for each of these automakers can shed some analogous light on the risks associated with pursuing aggressive sales goals vs. hyper attention on providing a quality customer experience.
Rodney Bosch · February 28, 2014
For the second consecutive year, Monitronics earned the Bronze Stevie Award for Contact Center of the Year. The firm also took home an accolade in the Front-Line Customer Service Team of the Year category.
SSI Staff · February 26, 2014
Beating back attrition by being proactive before the customer cancels.
By Ken Kirschenbaum · January 09, 2014
Ken Kirschenbaum shares the best way for alarm dealers to terminate difficult subscribers.
Ken Kirschenbaum · November 13, 2013
To avoid attrition, it is imperative for electronic security contractors to develop a plan to address the problem before it occurs, not after.
Ken Kirschenbaum · October 30, 2013
Insights to what makes a security integrator a hero in the eyes of end users.
By Scott Goldfine · September 30, 2013
An end user shares what he expects from integrators.
September 30, 2013
To support its new plan to provide better customer service to its clients, 50 State Security Service, an electronic security contractor here, has appointed a four-member quality assurance board.
August 14, 2013
How does Bates Security address customer service issues? Bates Security's Jeremy Bates, Olivia Duvall and Bryan Bates answers the question in this exclusive interview.
Scott Goldfine · July 14, 2013
SSI’s annual Best of the Best issue (July 2013) includes profiles of seven of the industry best-run installing security contracting companies. My interviews with executives and managers from runner-up Vivint covered much ground not included in print. Following is the first of a few bonus excerpts, with Vivint's Steve Dixon here addressing customer service issues. Be on the lookout for more online extras from Vivint, as well as other Installer of the Year and Integrated Installation of the Year w
Scott Goldfine · July 07, 2013