Tag Archives: customers

Keys to Good Customer Service in Eight Letters (CUSTOMER)

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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 >

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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 Some causes of this loss include outdated technology, power outages, or viruses/malware.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 >

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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 We also know that sometimes, these measures become out-of-date or inadequate to meet new dangers.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 >
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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 >

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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 >
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Small Town Stories: Lucerne, Wyoming

We love small towns! Why, you may ask? Well, working with small towns allows us to really get to know our customers personally to understand their special needs. For example, when Utility Billing Clerk Taylor Smalley from the town of Lucerne, Wyoming, called us needing a cloud-based solution for their utility billing operations so she could work from home and tend to her cattle, we thought, “we can relate to that and it’s exactly why we are in the business of small town software!”

Cattle tending is just part of Taylor’s life in Lucerne, a town of 535 residents. Located in Hot Springs County, Wyoming, Lucerne is a 20-square mile plot of mostly land (The Bighorn River runs through it) in Central Wyoming, just north of Thermopolis. Read more >

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Small Town Stories: Castleford, Idaho

Castleford is a small town (.4 miles to be exact) with a big history. It is located along Salmon Falls Creek, a tributary of the Snake River which flows a total of 121 miles and was once a popular trading route between the Native Americans and settlers of the Snake River Plain and Great Basin.

Castleford was named after its odd-shaped “ford” that allowed mid-1800’s pioneers to cross the creek along the Kelton-Dalles stage route. The unusual ford was marked by a series of rhyolite obelisks.

In 1890, a man by the name of Cephas Lilly settled along this ford, and it became known as “Castleford.” Though considered a hardworking pioneer, new evidence paints a not-so-pretty picture of Cephas Lilly. Read more >

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Chronicles of a Montana County Road Warrior in North Central Montana (Guest Blog)

by: David Morton, Customer Solutions Coordinator and Guest Blogger for the BMS County Traveling Road Show Series

These are the chronicles of one David Morton, road warrior on a mission to solve client problems for Black Mountain’s Governmental Accounting Software.  What you are about to read is real.

Sunday, March 17, 2013 – Marias Pass

It’s still winter.

Dave jumped in and started my engine. He steered me out of the garage and up the drive, resetting my trip odometer to zero.  I know that’s the symbol for “long trip ahead.” Someday I hope one of these long trips takes me to Alaska, or maybe to Argentina, where I could shine my headlights out into Lapataia Bay. Read more >

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Small Town Stories: Donalsonville, Georgia

“Our neighbors are friends, and strangers soon become neighbors, as our friendly people are our number one asset” — Donalsonville Chamber of Commerce website.

This month’s small town story is none other than Donalsonville, Georgia, a town rich in education, health care, relationships, and history.  Donalsonville, a long-time client of Black Mountain Software, came to the top of our list of small cities to write about following publicity celebrating their downtown revitalization program.  Donalsonville appears to be a town full of charm and forward-thinking enthusiasm.  In fact, “making life better here” seems to be a theme for Donalsonville residents, the Chamber of Commerce, and the Donalsonville “BetterWay” Committee, who are teaming up to restore the downtown area. Read more >

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Chronicles of a Montana County Road Warrior (Guest Blog)

by: David Morton, Customer Solutions Coordinator and Guest Blogger for the BMS County Clerk Traveling Road Show Series

These are the chronicles of one David Morton, road warrior on a mission to solve client problems for Black Mountain’s Governmental Accounting Software.  What you are about to read is real.

December 12, 2012 – Mineral County (9am), Sanders County (1pm)

Bleary eyed, showered, shaved, and dressed, my double-knotted shoes are ready to venture out on the Northwestern Montana loop. Had I started with Libby instead of Superior, you could imagine me as a Montana stock car road warrior: antlered helmet, fur-covered fish in the back of my pickup, always turning left, and making multiple pit stops until I end back home. Read more >

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