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October 26, 2019

Why is it that some businesses don't allow sales people to start their job without proper sales training, but are ok with letting someone in a customer service role start their job without proper customer service training? Aren't customer service employees re...

August 19, 2019

We talked about stress in our last blog, now it is time to talk about procrastination in the work place, as this can lead to stress and have a big impact on you and how work gets done.

It can be all overwhelming, and when you procrastinate, you get off track and lo...

July 29, 2019

Working in customer service isn’t easy, and it seems like it is a dirty little secret that leadership doesn’t want to talk about.  Yet, during my coaching and training sessions with service teams, it is the number one thing that causes employees the most dissatisfactio...

May 19, 2019

Customers demand more from companies than ever before. They also are looking to be cared for in a personalized way. When a company delivers personalized service, customers feel valued by the relationship that is formed, and that ultimately builds loyalty. The...

April 22, 2019

It was 2003, I was the Director of Season Ticket Services & Retention, and we were getting ready for our big draft day event. The excitement filled AmericanAirlines Arena as season ticket members heard we had just drafted Dwyane Wade. There was a glimmer of hope brough...

April 15, 2019

Over the years, I have been fortunate to build many departments from the ground up and implement new processes and procedures that were always focused on the customer experience. Service has definitely changed over the past few decades, but I was always willing to lear...

April 8, 2019

We all have read the countless studies that state retaining a customer is far less expensive than acquiring a new one, so shouldn't a company's focus be on improving customer service and their overall experience? YES!  

It's even more important today, because customer's...

April 1, 2019

Since serving on the Board for WISE (Women in Sports and Events) for about 3 years, I've had more and more conversations with women regarding their career and feeling stuck or not knowing what the next steps would be to take in their career. 

The one phrase I have...

September 30, 2017

For sports organizations, the inescapable phrase “the customer’s always right” is as present as ever. Or at least it should be, says Knowlan, President of 516 Business Solutions, a company that puts Customer Relationship Management first. An avid sports fan — call her...

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