When was the last time you made a mistake? Did you tell anyone about it? Or - shudder - was it a public mistake that you couldn’t hide? Were there major ramifications? When something bad happens, it seems like news travels quickly. Let’s take the recent recall issued by Toyota for instance. Media outlets are going nuts with the losses that Toyota is going to have in Q1. Take any scandal - and there’s lots of buzz about it: on the television, in the newspapers and on the Internet. People love a good scandal.

Now think about a time when you passed a major milestone. When you succeeded. Did others notice? Did you tell them about your accomplishment?

My point is that sometimes we are quick to point out and discuss the bad things…and we don’t discuss what is good.

How likely are you to talk about your good experience with a company - without being prompted? Would you talk about it on Twitter? On Facebook? Would you tell colleagues if you had a great experience?

I’m asking you to talk about New Dawn Technologies. I’m asking you to talk about what JustWare has done for your office. And I’m asking you to tell me what you think. Find out what your peers use to manage their office - and if it’s not JustWare, ask why. Give your colleagues something to talk about…and send them our way. We want to show them firsthand why we are number one in customer service.

Talk back to me.

Remember those AT & T ads from the 80s? They said, “Reach out and Touch Someone.” Let’s think about that ad campaign with the technology we have today. If you are living in the here and now (and most of us are) then you know about Facebook, Twitter, blogging, LinkedIn, and other social media sites. Companies are embracing social media, because they realize just how many people use it.

The absolute best part of my job is connecting with our clients across the United States and around the world. Although the Internet may be viewed as a necessary evil by some, I enjoy how it has blurred the lines between time zones and cultures. Social media, sometimes called Web 2.0, is changing the face of customer service and how companies talk to their clients and prospects. I recently read a great blog post titled, “Is your Software Vendor your Friend?” and it got me thinking about how I can improve the relationship our company has with our customers.

I use Facebook for several different reasons. Initially, the biggest reason was to make contact with people I went to high school and college with. People I really liked, but hadn’t seen or even talked to in years. It was awesome to hear from old friends about their families and careers. Then I started adding co-workers to my friends list, and then clients, and I became a fan of some of the associations we support.

Are you an NDT client and my friend on Facebook? If not, you should add me as a friend today! Facebook is just one of the many social media tools available to stay in touch with friends, family and customers.  I’ve blogged about this in the past, but if you have a Twitter account, whether it’s personal or corporate, I’d love to have you follow me. Several people say they “don’t get Twitter,” so it’s definitely not for everyone, but it’s a great way to keep in touch with companies and individuals real time.

Over the years, NDT has evolved as a company to improve the way we share information with our customers. Originally, we had forums that our software users could participate in and we’ve evolved to using a Sharepoint site, complete with reports, webinar schedules and more. We’re currently in the process of revamping some of the functionality to make it even better and more usable for our customers.

The pulse of a company is directly related to customers and the way they view their relationship with the company they are doing business with. What are some different ways you like to communicate with a company or with your clients?

Wow… big words there. Let’s just go ahead and shorten “Application Programming Interface” to API.

Are you familiar with the term API? I wasn’t…I had to look it up. I still haven’t figured out what I did before Google.

Here’s the definition of API: A language that enables communication between computer programs, in particular between application programs and control programs.

This is exciting news for New Dawn Technologies’ customers because the JustWare API streamlines data exchange between software systems. Simply put, agencies with development staff can integrate disparate systems more easily using the JustWare API. The JustWare API will allow agencies to create custom data integrations without having to pay New Dawn Technologies to do custom work…and they won’t need to have prior JustWare application knowledge.

Agencies who don’t have the technical resources can still depend on New Dawn’s development staff and JusticeBroker, New Dawn’s data sharing platform.

Providing our customers with a JustWare API is another example of how New Dawn Technologies differentiates itself from our competition. Read the full press release here…and as always, your feedback is welcome!

Things have been nuts around here lately. And I mean NUTS.

In April, I got a new job title and a slew of new responsibilities. Our company created a position for a dedicated customer liaison…and my official title is customer account manager. This position is a little bit different because I am not responsible for any sales. Truly, the customer is my number one priority.

This week is our annual training conference. It’s been a ton of planning and stress. I have a love/hate relationship with this conference. I love it while it’s going on. I love it even more when it’s over. I hate the stress of planning it.

Our clients are worth it. It’s not just a week of training. It’s not a cash cow for our company. It’s how we connect with our clients every year and offer value to them. Nights are never boring…we plan for activities and try to pick ones we think everyone will enjoy.

This year we have almost 100 people here from more than 20 states. Diversity is the norm. Yet we all have a common bond and it’s more than just a business relationship. When it’s all said and done, I value this week with our clients more than anything. All our employees enjoy spending time with the people who make our company what it is - our customers.

I first signed up for Twitter more than a year ago. I have to admit, I didn’t get it. I thought it was silly…lame, even. I’d login every once in a while and try to think of something to say, but I’d usually end up thinking it was stupid and log out without typing anything.

Eventually, I decided Twitter was NOT for me. I deleted my account.

Soon after that, a bunch of my blogging pals were talking about Twitter this and Twitter that, so I created a new account. I don’t know what the difference was, but this time around I found myself wanting to use it. I found people I knew on Twitter and followed them. It didn’t take long for me to become hooked.

Twitter has been used for breaking news. When an Airbus A320 crashed into the Hudson River, a Twitter user posted pics and twittered about it long before any traditional news media outlet arrived for coverage.

If you don’t know what Twitter is, you should consider checking it out. Basically, you “tweet” something, 140 characters or less, and then people who are following you read it and respond if they have something to say. It’s a great way to get a message out to a group of people all at once in real time.

If you are already on Twitter, follow me today! You should also follow New Dawn Technologies, too.

More New Dawn employees on Twitter:

Chana Wald - marketing representative
Marlene Martineau - marketing director
Marc Weinstein - sales
John Kitsmiller - sales
Josh Hoehne - development
Tom Higgins - CEO
Frank Felice - VP

No matter what product or service I buy from a company, I am often very quick to judge the level of service I receive. Whether I’m dining out, buying a pair of shoes or working with an agent at company X to resolve a problem, I make a snap judgment about the service. How long did I have to wait before I was acknowledged? Did they ask if I needed anything else? What was their personality like - did they seem like they got up on the right side of the bed, or did they have the demeanor of a somewhat shaggy dog who hasn’t eaten for more than 2 days?

It’s a fact that when we feel service is lacking at a particular company that we will tell anywhere from 9-15 people about it. Some of us will tell 20 or more. And anyone else who will listen. Most people won’t complain about the service or the product; they just won’t buy from you in the future. It can cost you up to 9 times as much to attract a new customer as it does to keep a current one.

So, with all this in mind, is there anything YOU can be doing to get more out of customer service?

One of the biggest mistakes you can make is to NOT use customer service. Often times, I hear complaints that could have easily been solved if a request had been submitted to the help desk. For you to really get the most out of what you have paid for, it’s imperative that you have an excellent working relationship with technical support. To be cliche, there is no such thing as a dumb question. Ask questions - and ask often. If you don’t feel like you’re getting the answers you want and/or in the expected time frame, escalate your request through the proper channels.

Second, prepare in advance! All of the information you can gather on a particular problem gives our tech team the tools they need to diagnose the problem. Planning ahead is also greatly appreciated. Do you have a big project planned like moving your database from one server to another? What about working over the weekend to complete a project? Are you planning on doing something you *might* need tech support with on or around a major holiday? Communicate your plans well in advance and then you won’t be disappointed.

Be upfront with your expectations. Be realistic. If you have a report that you MUST have written by the end of the month, make sure you actually do the legwork on your end so the report author knows what you need. Don’t wait until the end of the month to send a frantic email and expect a miracle - some things take time. Prioritize your projects and then plan sufficient time to get them finished, with the realization that even though it may take extra time and effort now, it will pay off in the long run.

Last, communicate your experience with us. We do want your feedback. What can we do better? Do you have a suggestion you’d like to share? Perhaps there is something you do internally to provide good customer service to YOUR customers - I’d love to hear about it.

Welcome to NDT Cafe! My name is Jess and I’ll be your barista for the time being. Tips are always appreciated, but not necessary. Much of the content on this blog is geared for our current clients using our software, but if you’re shopping around for a software solution, you’ll find value here too. One of the most important things to consider when you are thinking about spending a huge chunk of change on a complex software solution is the relationship with your vendor, and the relationship they have with their current clients.

NDT Cafe is your place - you are a part owner. One of the best things about blogging is reading the comments that readers leave. Don’t be afraid to leave a comment - your name is shown, but your email address is private and will never be shared with anyone outside of our company. Sit down and visit, chat with other readers, ask questions and enjoy your favorite beverage. Do you have an issue or an idea for a blog topic? You could be a guest blogger! Leave a comment and I’ll get in touch with you.