Craig's Customer service thoughts
5 minute things we could do to support our clients more:
If they don't like to use the web-site lets not push them. (is there anything of value on the web-site for PM)
Phone calls for project milestones. When a mile stone is complete or at 99% customer needs a phone call to explain and go over info.
Email. Keep the customer up to date by email if you can't get them on the phone. Use the email as a follow up to the phone call for a record.
Ask client if they need help on the ArcGIS Server site. Get interaction
Get Craig involved. (The only time a customer hears from me is when I call about invoices) We send out an invoice with the Billing sheet attached. This Billing sheet should not be a surprise to the customer. They should already know what stage we are at on the project so they will have no problem approving. I would love to call a customer just to say hi and to see how they think the project is going. However I don't want any surprises so we need to make sure that my phone call is not the only call they have had in months.
Transmap in all our proposals says how we have great customer support. We always do what our customers want but our day to day support can be better.
