Referral Trigger for the week of January 14

Conversation led this week by the Kennesaw Teamall responses welcome.

In the last twelve months we crested the 50% mark. Fifty-percent of Americans have a smart phone.

    • What has that done to your business? 

• Do you have an app?

• How does it help your clients?

• Or do most of your clients still use a feature phone, and expect letters in the mail?

• Give us a picture of how your clients interact with phone technology.

 Comment below to share your perspective.

12 Responses to Referral Trigger for the week of January 14
  1. John Hulbert
    January 11, 2013 | 11:12 am

    I actually thought the percent of people who have a smart phone was higher than 50%.
    Being in the Travel industry, having a smart phone is essential to my business. Besides calling, texting, or emailing my clients separately, I can also reach out to all of them at once via Facebook and Twitter, provided they have Liked my Facebook page or follow me on Twitter. My clients are able to not only check pricing and availability for all things travel, but they can also book their trip, right on my website.

    We do have an App and we also use QR Code scanning technology throughout our “The Cruise Planner” magazine.

    Being as up to date and in touch with technology as I can makes it easier for my prospects to find me, and for my clients to book their trips through me.

  2. Davis Watkins
    January 11, 2013 | 4:25 pm

    Like John, I thought the percentage would be higher. I think from my customers standpoint, it makes it easier for them to access my quotes and photographs no matter where they are or what time it is. This helps speed up the approval process for me and allows better control of crew scheduling.

    On large projects, it is not uncommon to find hidden damage inside a wall cavity, behind a cabinet etc. By taking a picture with my iPhone and then texting it or emailing it to my client, they can see what we are seeing in real time and give us change order approval on the spot. This allows my crew to suffer fewer work stoppages waiting for an OK.

    We currently do not have an app (not sure how one would be utilized in my industry.)

  3. Jonathan Camarro
    January 14, 2013 | 11:25 am

    As with any service provider today, the roofing industry relies on the speed of the smartphone to deliver estimates, photos, verbal and written responses to customer’s needs and constant interaction with employees.

    The perception still exists that roofing sales are made at the customer’s home, around the table. However, smartphones allow us to provide all the data (shingle photos, colors, contract) the client needs to make their choices, this expedites the process and increases the number of concurrent sales my employees can make. The client benefits from our increased availability both during the sales process or in a storm event when the immediate exchange of information is most critical.

    An app is in development for our business.

  4. Robin Wright
    January 14, 2013 | 2:51 pm

    Smartphone technology has made my business quicker. Best Possible Mortgage does not have an “App” but we have a very smartphone friendly website that delivers accurate real time pricing, and a secure online application. This allows our customers to watch pricing and apply online with their smartphone, when the time is right. Customers may also sign up for “rate alerts” if they have a specific target in mind…when pricing hits that point, they will receive an email notifying them that pricing has hit their target, with an invitation to apply online.

    Robin D Wright
    404-456-2317
    Best Possible Mortgage
    NMLS#162049

  5. Michael Matthys
    January 15, 2013 | 10:50 am

    In our industry our clients use smart phones to find us on the internet or send and respond to emails. They can use their smart phone to go to our customer friendly website where they can fill out forms to request estimates and appointments. I am new to smart phones and I am learning how to use it for business advantages to be in touch with my customers more quickly. I do not have an “App” at this time. We do have a QR code that is linked to a website that mirrors our website where our customers can reach us by clicking on the phone # or they can view the different pages for more information and then reaching out to us.

    Some of our customers may still use feature phones, but most have smart phones. Our customers may or may not expect letters in the mail, but I believe they are thankful when they receive a thank you card after we have done business with them or a Birthday Card before their “Special Day ” arrives!

  6. Doc Edwards
    January 15, 2013 | 4:30 pm

    For My business, there is a Smart Phone app for iPhones and Androids. It opens another entrance into the on-line based system. (Source for access to products and services.)
    The app is recent, and therfore has experienced a few ‘start-up issues’, which I am told, have been satisfactorily addressed. This app helps my clients, especially those who may travel to their clients, to act immediately on items that may come to their attention, while they are in the field.
    I have no clue what percentage of my clients have Smart Phones, but in my business, the ‘greeting card’ is my basic product, the mail plays an inportant role in most transactions.
    The Smart Phone is one of the tools for accessing the system.
    The client goes to their SendOutCards home page, then selects and executes a greeting card, then mails it to the desired recipient(s). The transaction is initiated and completed from the Smart Phone.
    Doc Edwards, SendOutCards. Keeping in touch from wherever you are.

  7. Dan Cohn
    January 16, 2013 | 10:18 pm

    Smartphones are a mainstay in the IT industry, and IT professionals have got to have them. As a consulting and services professional, my clients expect me to understand the cutting edge of technology, so NOT having a smartphone would send a very negative signal.

    We use our smartphones as an extension of our monitoring and ticketing systems, allowing us to instantly see the health of our clients systems and be apprised of alerts and requests from our clients. We also use our smartphones to remotely control our clients’ systems. And we use our smartphones as wireless hotspots to allow us to use our more powerful laptops to work anywhere at anytime.

    Our clients are also dependent on their smartphones as an extension of their technology infrastructure. Since we take care of our clients’ computers so that they can take care of their business, we have to support the clients’ smartphones, as well. Whether they use them for apps, email, or websurfing, we make sure their backend systems work seamless with their smartphones.

    Daniel Cohn
    President
    Cohn Consulting Corporation

  8. Shelia Brown, Ph.D.
    January 17, 2013 | 10:36 am

    My smartphone is my mobile office. My customers typically communicate with me via email or phone so my smartphone allows me to stay connected and offer superior customer service. I do not currently have an app but I am considering developing a mobile website this quarter and mobile training applications in the second half of 2013.

  9. Tim Anderson
    January 6, 2014 | 5:39 pm

    Knowing that prospective client’s use their Smartphones to search for pest control companies helps me understand what I need to do to get past their door and my information into their hands. Although pest control companies can come across as a commodity, with Smartphones and the ability to look up reviews can mean the difference of winning more business or not. So knowing how people search for the right company helps me know how to spend my advertising dollars.

    I have a QR code that gives me the ability to simplify the process for a customer to write a review about my services. Just yesterday, as I was with a client I was able to send them the QR code to their Smartphone and get them to write up a review without having to hold them up. As they drove away, I was writing up the email and thanking them for taking the time to help build my online presence. If they have to think about writing up a review, chances are they simply will not do it. Make it easy for them and your chances dramatically increase.

    With Smartphones, since our appointment reminders are sent mostly via email (sometimes texts) we can email back and forth about special needs they might have even if I do have to step away from the office to take care of something in the field.

    Allowing my customers to pay via PayPal through our website helps them to be able to pay their bill at their convenience whether it be on a the subway, in the doctor’s office or at home on the sofa. Convenience is what people are looking for in this culture and Smartphones help create that.

    I currently do not have a Smartphone app, but am considering having one developed here within the next few months. I know it can be useful for my client’s in pinpointing a specific pest problem, paying a bill, requesting an in-between service, or upgrading their service plan. It can further help a technician find the location of a problem on their property by allowing a customer to upload pictures. Luckily, with our mobile-friendly website, many of these features are already available.

    Thank goodness for technology!

  10. John Miller
    October 16, 2014 | 2:36 pm

    Smartphones allow clients to do a better job of gathering information for cases. When communicating with a spouse in a divorce, many people do not know whether or not they can record the conversation. In Georgia, as long as you are a party to the conversation, you can record it. Someone cannot simply record others if that person is not present (bugging the house, for example), but a person can gather evidence of that person’s phone or in-person conversations. This can be especially helpful in getting information about threatening communication or admissions by the other side of things that they did that would otherwise be hard to prove. The smart phone can also allow the client to gather photographic evidence and quickly send it to the attorney (from something as simple as a found bank account number so the attorney can subpoena records to immediately taking pictures of bruises in abuse cases).

  11. Bruce Wood
    September 28, 2015 | 3:17 pm

    I stay flexible by being accessible to clients. I have a smart phone but communicate however they like.

  12. David Jennings
    January 20, 2016 | 2:16 am

    As a technology solutions provider, we see a significant trend in smart clients using smart phones. Our website design efforts include operational capability deployment and testing on mobile phones, tablet devices, as well as traditional laptops and towers.

    One of our clients is developing a mobile app designed to track field service technicians for time-on-task collection, route optimization for next call, and auto-text messaging to down stream clients projecting ETA.

    As mobile technology proliferates into the personal use automobile market, you can expect a host of navigation, entertainment, and productivity enhancements as well.

    If you need an app for your business, please contact us so we can create a solution for you.

    David Jennings
    Sr. Partner – ORPA Consulting
    (678) 953-2487

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