The mission of ACS is to provide a service resource to large and small businesses. A resource to managers and owners finding themselves frustrated with the level and type of service exchange between themselves, their employees and their customers. We commit to assisting you to take that hard look at where you stand with those you manage, and those you serve in order to determine a personalized strategy that will change the atmosphere at every level of your business, and exceed your customers expectations and foster loyalty.
As an owner or manager, it is difficult to evaluate your employee's level and understanding of true customer service except from the perspective of your customers. While the cat's away... and when you are not looking over their shoulders, are your customers still receiving the exceptional service they are paying for? A Secret Shopper can gather more information about the interaction between your employees and customers to determine if improvement is needed, further training, replacement, or a sincere apology.
Too often we find ourselves at the mercy of an apathetic employee, unwilling and unable to deliver the service expected by your customers. A recent experience between two fast-food restaurants in our area was very revealing to the differences in service. At one, the employee's 'greeting' sounded depressed, was inaccurate in taking the order, and tried to deliver the wrong order at the end. Overall, the value of what was paid for dropped dramatically. The other, greeted with enthusiasm, verified the order, and actually smiled and confirmed that satisfaction was received. What a difference in the value!
The analysis performed for your business will evaluate all aspects of interaction between management, employee and customer. Gathering comments from customers as they are leaving and providing these perspectives to you can be enlightening. Along with the analysis, we will provide recommended strategies on how to improve your customer retention, employee performance, and management training.
The primary analysis must begin with management and owners. Yes, you also must be willing to be evaluated. If you are unwilling to receive constructive criticism on your own performance as an owner/manager, neither will your employees. Good management skills and employee relations are the FOUNDATION of your business, not the roof. If the foundation is faulty, fix it, or start over. Your employees, and by osmosis your customers observe these practices at the end product. When management and owners set themselves up on high, the perspective is skewed and incomplete. It is only from serving as a foundation through support, encouragement and example can we gain that insight into where our foundations have cracks.
Setting up a new office, while trying to continue running the business to earn income so that you can open that new office, well, you end up going in circles. Not to mention wanting to be complete and efficient in your purchases for quality and best value for that income your earning.
We can help! A determination of your business needs and wants, the budget involved, the atmosphere and environment you wish to present to your employees and your customers will take some of the fear out of trying to piece together an office that will be efficient and serviceable to all.
Driving all over town, or searching the internet for the best deal is time consuming and exhausting. Once we have compiled a list of items needed, we will do the shopping, pick-up, delivery and set-up for you. What a load off! Setting your initial organizational level will set the tone for the future of your business and how you expect your employees to function. (see below for more information about our IT Services)
We can help as much, or as little as you require. From providing a simple shopping list to full deployment. The choice is yours, the service is ours.
The need for financial accountability and integrity in spending is at an all time high. And having someone you can trust to track your funds accurately is vital. We can set up your accounting system to be as user friendly as possible and turn it over to your staff accountant/bookkeeper, or we can manage it all for you. Peace of mind in knowing your bills are paid on time, payroll and taxes are paid and receivables/collectables are constantly reviewed. Knowing your taxes are being budgeted and paid timely is crucial.
We can help with:
- Accounts Receivable-A/R
- Accounts Payable-A/P
- Payroll
- Federal/State tax payments
We are proficient with QuickBooks 2009+ or QB Enterprise as a preferred accounting software depending on the size of your business.
Interviewing, background checks, drug testing, and hiring procedures are just a few of the services we can coordinate for you. One of the highest expenses in business is employee turnover. However, if the hiring process is done right, this turnover can be lowered significantly.
We can provide you with interviewing procedures and comprehensive questions that will shed light on whether this potential employee is right for your company. Proper placement of your new employee within your company is also crucial. Evaluation of their current skill set and aptitude for growth will assist with positioning your employee for success, not failure.
We can also assist you with ensuring that the employee paperwork required by state and federal agencies is completed. Making sure that your Wage and Hour posting requirements, workman's comp, properly completed W4's and I9's are done correctly will save you future headaches and wasted labor hours in tracking down the right information.
Many businesses find themselves working almost exclusively from their vehicle/office. Traveling while talking on the greatest invention on the planet can become distracting and dangerous. You may not find your customers so patient to wait on hold while you find a safe place to pull over and take notes.
Professional customer service is the first impression your customers receive. In their minds, at the moment they call, they are the most important and should take priority over your ability to multi-task (driving, talking, finding answers, taking notes, and scheduling a time to meet) Not to mention the delay caused to the customer you are on your way to meet, or the phone call you take during that meeting! And on that note, it must be said that taking another customer's call while you are in a current meeting with another is a serious breach of service. Time is valuable, and as understanding as your customer may seem, they may still be left with the feeling of being offended because you 'put them on hold' during a time you had specifically set aside for them.
We can help screen these priorities, schedule your appointments, and answer your customers questions... and all while safely keeping you on the road to your next appointment!
You may also find yourself in need of some desperate time off or even just some time to have a real dinner with your family without the constant interruptions. Cut the cord of your business phone from around your neck so that you can take a weekend or weekday to relax, go fishing or hiking up Mt. McKinley. And going to a place with no cell service can lose you a few customers when you either don't answer or return their calls immediately. The peace of mind you receive with our service is knowing these calls are being answered by a real human being, your voicemail box isn't full, and your customer's needs are being taken care of and will be there when you are ready to return.
This feature is a part of our Answering Service, but felt it necessary to outline the specific details here.
Proper scheduling is so rarely attempted. Take this example: You travel from home to home, or business to business. And, if you are familiar with the Fairbanks North Star Borough, you know that to schedule an appointment in North Pole, then to Fairbanks, then back to North Pole will nearly drain your gas tank and waste much time and money.
Let us prioritize your travel itinerary to maximize your meetings and appointments based on the locations scheduled. During the cold winters, excessive traveling back and forth is dangerous and unnecessary.
#1 SCHEDULING TIP: Timeliness. One of the greatest customer turn-offs is when you arrive late to their scheduled appointment. Unless you are dead, you had better be on time, preferably early. There is no excuse for being late, at least in their eyes.
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Schedule each meeting keeping in mind exactly when you must leave.
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Inform the customer you are with when that time is drawing near so the conversation can wind down.
-- If your current meeting seems that it will take longer to complete - then SCHEDULE ANOTHER TIME TO MEET!
-- Keep in mind, by valuing the time of your next customer, the current one can only respect you more for it!
Computers: old, new, big, small, fast, slow... you just want it to function and serve you and your employees the way they say they are supposed to. Do you need a dedicated server? Need to communicate efficiently with a satellite office by setting up an intranet or extranet?
Having the right equipment for your office or personal use can be costly. In order to minimize your expenses and maximize your dollar, you must identify exactly what it is that your business does and what it needs from that equipment. Do you really need 500 gigabytes of memory storage? How fast is a megahertz? Processors, servers, printers, wireless networks... do you really need all that? Or do you need more?
We will help you identify the function of your business 'electronically' and make recommendations on what equipment would be best to serve you and your staff. You want bells and whistles, or simple functionality without the exasperation of having the wrong tool for the job? We can help in the construction of a computer or laptop specifically designed with the right software and abilities to serve your business to the fullest.
Are you in the simple need of a well written letter you are creating for customers or other corporate heads and can't seem to find the words? Give us a call!