Tag Archives: Customer service

8 Things Every City Clerk Should Understand and Know About in 2016


T2014-10-03O-Nahe job of being a City Clerk requires wearing many hats: software user, recorder, reporter, coworker, conference-goer, accountant, social media expert, customer service provider, budgeter…there is no end to the many roles and tasks completed by city clerks on the daily. In honor of a new year that promotes continued learning and self-improvement, we’ve compiled a list of what we believe are the eight things every city clerk should know and understand for 2016.

What the Cloud is?
With so many agencies going to “The Cloud,” it is important to know exactly what this dreamy concept is and how it affects data computing and storage. Read more >

Posted in Accounting Basics, Best Practices, BMS Products, Cloud Computing, Government Accounting Standards, Office Efficiency, Technology | Tagged , , , , , , , | Comments Off on 8 Things Every City Clerk Should Understand and Know About in 2016

Keys to Good Customer Service in Eight Letters (CUSTOMER)

2014-10-03O-Na

We love customer service! We love working with clients, and getting to know them throughout the integration process. In honor of Customer Service Week, we thought we would publish our thoughts on what makes good customer service.

No matter what your job or industry, there are always moments when we need to put on our customer service hats. That’s why these principles apply to everyone, no matter what product or service they deliver, and how often they interface with customers!

Keys to Good Customer Service in Eight Letters

C – Confidence. Being well-trained and knowledgeable, offering immediate answers, and having the ability and permission to deal with the issue at hand all creates a confidence with the customer that will keep them coming back. Read more >

Posted in Best Practices, BMS Staff, Office Efficiency, Uncategorized | Tagged , , , , | Comments Off on Keys to Good Customer Service in Eight Letters (CUSTOMER)

How Black Mountain Software Helps Greet A New Hire

It’s done, and now it’s begun. The recruitment process–over. The first impressions–in the distant past. The acceptance agreement–signed and done. And now your new employee is at the front desk, reporting for the first time. What is going through their head? What are they feeling?

This may depend on what has already transpired between her/him and your company. If your workplace culture has made the employee feel warm and welcome throughout the hiring process, it is likely the new employee is positive and excited! And if they felt the environment was warm and inviting, it’s probably an indication that you are positive and excited as well! Read more >

Posted in Best Practices, BMS Staff, City Clerk Cafe, Uncategorized | Tagged , , , , | Comments Off on How Black Mountain Software Helps Greet A New Hire

Saying “YES”: Five Ways To Spot Good Customer Service

WallBannerThe first week of October marks a new annual holiday being celebrated at Black Mountain Software: Customer Service Week!

To get things started this year, we had each of our Customer Support team members fill out a thought bubble poster that said, “I say YES to…” or “I’m always thinking about…” Their responses were heartfelt and revealing. They relayed that the Black Mountain Software brand principles of friendliness, knowledge, reliability, and responsiveness are alive and well in our Support team members. Obviously, our Support Specialists and Support Managers are at the heart of how Black Mountain Software has been able to build a reputation for providing excellent customer service. Read more >

Posted in Best Practices, BMS Staff, Uncategorized | Tagged | Comments Off on Saying “YES”: Five Ways To Spot Good Customer Service

Use Your Head(set) and Avoid a Pain in the Neck

By: Julia Caro, Utility Billing Support Team Lead

Are you using a telephone headset on the job? Why and what kind?

Davin Blixt, Utility Billing Support Specialist, uses a cool over the ear wireless earpiece. With the number of calls he takes each day a regular telephone handset would definitely cause neck strain.

But beyond the mere ergonomics of it, there are many advantages headsets, for example, headsets allow Davin and other Utility Billing team members to immediately open up client files and computer tabs while on client calls.  Using a handheld phone while trying to do this would not only be difficult, but it would decrease efficiency, slow down the process, and decrease customer service.  Because we believe investing in equipment will help increase the overall customer service experience, we encourage our staff to use efficiency-increasing equipment such as headsets. Read more >

Posted in BMS Staff, City Clerk Cafe, Office Efficiency, Utility Billing | Tagged , , , , , | Comments Off on Use Your Head(set) and Avoid a Pain in the Neck

All Roads Lead to Polson, MT: The Journey of Two New Hires

Based on popular feedback following the fall conference season, we’d like to highlight a couple of Black Mountain Software’s newest members of our team: David Morton, Customer Solutions Coordinator, and Pat Cook, County Support Specialist.  Both David and Pat have “been around the county block” so to speak, and have an exciting vision for the future development of Black Mountain Software’s county customers.

Though David says he is a bit embarrassed that his experience “shows so much” that he “could use some wrinkle cream,” he is proud that his journey began—and now continues—at Black Mountain Software.  As one of the first employees at BMS in 1993, David started his days working out of Vice President Jack Liebschutz’s converted garage.  With very little computer knowledge to back him up, David put on his learning hat to help him interpret the “scroll of gibberish on the computer monitor” into something he could learn from.  Trying his hand at testing, support, training, demoing, sales, marketing, and HR—to name a few—David has learned a lot about business, making him an even bigger commodity to BMS today than he was in ’93. Read more >

Posted in BMS Staff, Small Cities, Uncategorized | Tagged , , , , | Comments Off on All Roads Lead to Polson, MT: The Journey of Two New Hires

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, Uncategorized | Tagged , , , | Comments Off on Why Most Companies Lose 50% of Their Customers in Five Years

Aliteration, Not Literal: Combined and Compound Meters

Water MeterCombined meter and compound meter.  They sound alike, so they must be similar, right?  While these terms are sometimes (mistakenly) interchanged, the purpose of these meters drastically different. One regulates flow, while the other combines separate accounts to a single meter.  Do you know which is which?

A compound meter is used where high flow rates are necessary, but at times there are smaller rates of flow that still need to be accurately measured.

Compound meters have two measuring elements and a check valve to regulate flow between them. At high flow rates, water is normally diverted primarily or completely to the turbine-part of the meter. Read more >

Posted in Uncategorized, Utility Billing | Tagged , , , , | Comments Off on Aliteration, Not Literal: Combined and Compound Meters

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, Uncategorized | Tagged , , , , , | Comments Off on Good News: BMS’ Customer Satisfaction Survey

Lifelong learning: The benefits and the how-to

Coffee Shop, Learning Resource Centre, Edge Hi...

A schoolteacher of mine used to say, “Give a man a fish, feed him for a day.  Teach a man to fish, feed him for a lifetime.”  Isn’t that so true?  Doesn’t learning ultimately always benefit over having someone do it for you?  Of course it does!  Why?

  • Learning helps us understand.
  • Learning keeps us sharp.
  • Learning makes us an asset at work.
  • Learning keeps us young and up to date on our ever-changing world.
  • Learning builds credibility.
  • Learning makes us enjoyable to work with.
  • An article in Government Technology outlined five ways to keep learning.    With so many options for learning—online, webinars, seminars, in a classroom, community programs, conferences, professional organizations, social media—there are ways for just about any one to expand their learning opportunities, but here are few suggestions:

    1.

    Read more >
    Posted in Best Practices, City Clerk Cafe, Office Efficiency, Uncategorized | Tagged , , , , , | Comments Off on Lifelong learning: The benefits and the how-to

    Stay Connected with Black Mountain Software

    If you sign up for Black Mountain Software emails, about 4 times per year you will receive a special email designed for organizations like yours that are not already Black Mountain customers. We won’t clutter your inbox, and we will provide information relevant and helpful to you. And don’t worry, your email address is never sold or given out to third parties.

    Select the Email Updates You'd Like to Receive:

    Other Ways to Stay Connected:

    Subscribe to the Blog Subscribe to City Clerk Cafe Connect with LinkedIn
    Follow on Facebook Follow on Twitter Connect on YouTube