Tag Archives: Customer satisfaction

When “Good” Back-Ups Go Bad—Will Your Data Really Survive An Unexpected Loss?

At BMS, we want our tools and services to empower our clients, and provide them with unparalleled functionality and trusted reliability. We strive to craft products that can be counted on to perform seamlessly each and every day. Sometimes, however, our clients face technological glitches that are outside of our control, resulting in unexpected data loss. Some causes of this loss include outdated technology, power outages, or viruses/malware. Regardless of the cause, a data loss can set their operations back days, and sometimes even weeks, thereby costing invaluable time and money.

BMS knows that, while data loss can happen to any client, the resulting headaches are 100% preventable. Read more >

Posted in Best Practices, BMS Products, City Clerk Cafe, Government Accounting Standards, Office Efficiency, Technology | Tagged , , , , , , , | Leave a comment

Is Your Customers’ Information Really Secure? Inadequate Policies May Be Putting You at Risk

Privacy and security are hot-button words right now. We’ve seen endless media reports of retail data breaches, hacking, and identity theft. As a result, the public places an increasing importance on the safety and security of their personal information. At BMS, we understand the challenges our clients face when it comes to creating and maintaining adequate security measures. We also know that sometimes, these measures become out-of-date or inadequate to meet new dangers. We encourage all of our clients to periodically assess their security protocols so that they feel confident that they are best serving their own customers. Here are some tips to consider for both physical and electronic data:

Physical Records and Information

  • Have a clearly defined protocol as to how physical records are kept and stored, as well as who has the authority to access them.
Read more >
Posted in Best Practices, BMS Products, City Clerk Cafe, Government Accounting Standards, Office Efficiency, Technology | Tagged , , , , , , , | Leave a comment

The Dreaded Rate Increase – How Can Your Team Better Deal With Customer Fallout?

As the two most dreaded words for a utility billing professional, “rate increase” stands as a polarizing and frustrating situation for both the customers and the front-line city workers. With the changing economy, our cities, towns, and municipalities face the struggle to provide the most affordable services to the public, while also maintaining the best equipment, standards and practices. However, we also must realize that, despite economic recovery, many of our customers still feel misplaced resentment toward any entity that they perceive as adding to the conundrum of their rapidly decreasing take-home pay. While rate increases are inevitable for long-term service quality, your team also needs an action plan to best address customer concerns and frustrations. Read more >

Posted in Small Cities, Uncategorized, Utility Billing | Tagged , , , , , , , , , , | Leave a comment

Small Towns and City Clerks—The Unique Challenges You Face When Everybody Knows Everybody

We’ve all heard the saying that life is just different in a small town. It seems to move at a more leisurely pace, and places emphasis on the community as a whole. Everyone knows everyone, and even everyday business interactions are peppered with social connections. These qualities are what give small towns their charm.

For city clerks, however, managing their duties within a smaller community sometimes comes with a unique set of challenges. Here are the common high-maintenance customers you may see throughout your week:

  • The “My Way” Customer—These are those tough residents who never seem to pay on time, always question their bills, and generally make you feel like you are pulling teeth with every interaction.
Read more >
Posted in Office Efficiency, Small Cities, Uncategorized | Tagged , , , , , , | Leave a comment

Why Most Companies Lose 50% of Their Customers in Five Years

Did you know that the average company loses 50% of its customers over a 5-year period and only 10% of companies have an “excellent” service rating? (See Happy Camper info graphic below.) Black Mountain Software considers customer satisfaction so central to its way of doing business that these dismal statistics are hard for our team members to even wrap our heads around! Our customer retention and satisfaction scores are both excellent, but that doesn’t mean we’re sitting around in our easy chairs patting each other on the back. All of us here at Black Mountain Software are committed to working hard to continually improve. Read more >

Posted in Best Practices, BMS Partners, BMS Staff | Tagged , , , | Leave a comment

Good News: BMS’ Customer Satisfaction Survey

by David Tyler, BMS Marketing Manager

Not too many of us love taking surveys, or designing them and compiling piles of data–unless maybe you majored in market research! But both customers and companies typically realize that there are mutual benefits to customer satisfaction surveys.

At Black Mountain Software, we receive mostly very positive input on our utility billing software, fund accounting software and customer support surveys, but we still believe that no matter what the results are, each and every survey that is filled out and returned to us is “good news.” Why?

First, even if a customer’s survey would happen to have criticisms or show dissatisfaction, that’s important feedback for us to know. Read more >

Posted in Best Practices, BMS Events, BMS Partners, BMS Products, BMS Staff | Tagged , , , , , | Leave a comment

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