Wilson Business Association - Discover Wilson!

What do you do if your industry's prices drop over 70% for new and existing customers? Do you panic, loose sleep and worry? Maybe so but that won’t provide solutions and there’s a much more positive approach to deal with such a situation.

And in this episode of Small Business Trends Radio, we are going to find out how one company not only survived - but grew - with positive cash flows and zero debt in an industry where prices had dropped over 70% in the past 7 years.

Zane Safrit has joined us as our featured guest in this episode of Small Business Trends Radio. As CEO of Conference Calls Unlimited, Zane shares his personal story of taking a company that was facing certain doom out of the darkness and into the light.

Zane provides detailed answers to these questions and more:

• What do you do first? — That’s easy. You simply begin to eliminate expenses that do not contribute to ROI. Zane discusses the importance of business decisions such as this. They are personal as they impact your family, your life and your lifestyle. Do not take them lightly.

• What’s the most important thing? — Another easy answer. Great customer service is crucial. Zane discusses how his company gave it’s employees the authority to do whatever it takes to make the customer happy - without having to run it past management first.

• What is good customer service? — For starters, it’s something as simple as answering the phones. Automated systems, time spent waiting for email responses and waiting days for solutions to problems is not customer service. The value of a live human being providing immediate solutions, attention and assistance is priceless.

• How do you make an impression? — Consider the term, “Sounds crazy, but it just might work.” That saying applies here as Zane discusses something that his company began doing for new customers and referrals - that had a huge positive impact and response from clientele.

• What’s a company snitch program? — At Zane’s company, every month a meeting is held where employees and management snitch on each other for their accomplishments over the past month that may have gone unnoticed. Achievements such as assisting a customer and solving technical problems are outed and generate positive energy that radiates throughout the company and staff.

Zane’s company overcame the darkness by thinking outside the box and shifting perspectives. Zane says listening is a key to success - listen to employees, advice, industry trends and customers. Now listen to Zane and click the player below to hear his full interview.