Quick hits: Businesses succeed when customer service is Job One

Recently, Dylan Fulk told me it must be difficult to market business software for my job. When you look at business systems like Sage X3 or Sage Estimating at face value, I can see his point. It’s not something you can hold in your hand; everything is conceptual. There’s really nothing sexy about an accounting suite or an estimating software.

(Update: Jann Guthridge from Triangle Suspension Systems said the brand-new allocations in Sage X3 version 12 made her drool. Your ERP system’s sexiness may vary.)

customer service

Our customer appreciation dinners are a great example of how marketing isn’t just about selling a business system.

But the answer was easy: I’m not marketing software. I’m marketing how we help people. In everything I say, write, or design, I tie in how we either have helped our customers or will help companies in the future. It’s easy when that’s the company’s culture from top down.

We pride ourselves on our relationships with our customers – many who have become friends through years of a business relationship. We’ve celebrated major successes with our customers. We’ve pulled through the Great Recession together. We’ve seen the highest highs and lowest lows of what life can bring outside of the business world.

When we’re talking to prospects, it’s in terms of how we’re going to help them, just like we helped our customers before them. Just like we helped Metrolina Greenhouses achieve 99.69% shipping accuracy. Just like we helped Valcom implement Sage X3 on a short schedule. Just like we helped CIC Construction Group get their software up and running after Hurricane Maria devastated Puerto Rico.

In a sense, Dylan is right. If my job was just to market software, it would be a pretty boring job. But knowing our job is to help people, it makes it not only easy to do my job, but also rewarding as well.


This time of year, we are reminded how much we have to be thankful for. During this holiday season, we hope your blessings are meaningful and abundant. We wish you all a merry Christmas and a wonderful holiday season.

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