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The founder and current chief executive officer of Intellius Inc, Naveen Jain, has earned renown as one of the IT world’s most outstanding innovators. Over the years, he has managed to accumulate a number of various awards due to his entrepreneurial and leadership skills. A few of the awards he received were the Albert Einstein Technology Medal, the WSA Industry Achievement Award, and the Ernst and Young Entrepreneur of the Year award. Under his leadership, Intelius was named as the American Business Award’s Best New Company. In addition to those awards, Naveen Jain was also listed among Red Herring’s Top 20 Entrepreneurs as well as in Information Week’s “Six People Who Will Change the Net” list.

Aside from being an outstanding entrepreneur, Naveen Jain also sets a good example to other entrepreneurs in the business. He is dynamically involved in a number of various philanthropic organizations. Aside from constantly pushing Intelius to the top ranks of the IT industry, Naveen Jain also strives to make the company a relevant partner of the community. As one, Naveen Jain and his company have given their support towards organizations that advocates the welfare of children, hunger mitigation, and education.

Over the past few years, Naveen Jain and his company had channeled their donations to local and national foundations including the Children’s Hospital, the Bellevue Boys and Girls Club, Kindering Care, Hopelink and more. In addition to that, Naveen Jain also contributed more than $170,000 to the University of Washington’s scholarship endowment program.

For 2009, Naveen Jain plans to increase his contributions to philanthropy. Moreover, the entrepreneur has taken it upon himself to instill his philanthropic drive in Intelius’ workforce: he has initiated a program within the company that would match up every donation made by an employee to any qualified foundation. Indeed, this India-born businessman is passionate in integrating business with charity.

After many years in the branded software industry, Ron Bongo became an early supporter of open source solutions. Ron Bongo believes that the new formal partner programs will assist to drive substantial growth this year for his business which was erstwhile a Microsoft.Net partner. In 2003, after Ron Bongo acknowledged the important gains that could be acquired for clients using open-source software, he then proceeded into the Linux open-source business. Ron Bongo trusts in the power of consulting. In tough economic times, Chief Executive Officers’s want their administrators and managers to be counselors to the organization, utilizing on their expertise and know how. They demand a stewardship character in their staff to help navigate the company, not just execute a direction handed down.

Ron Bongo has worked hard to develop easy to use bundles for companies concerned in the gains of open source software. Because of his grand IT know how, Ron Bongo knows that open source software package implementations are trying. With over 140,000 projects on SourceForge.net alone, and thousands of distributed developers around the world formulating new applications each month, discerning the peculiar nuances of open source software in any given space can be frustrating.

The Open Solutions Alliance constitutes a powerful body of technology pioneers working in concert with CorraTech to resolve the demand for interoperability between applications and is excited to intermingle talents and resources to this effort. The Corra Technology leadership team and employees are dedicated to helping work through the challenges of interoperability and integration of open source technologies.

CorraTechs CRM practice lead by Ron Bongo, has conducted extensive analysis of open source CRM applications and functionality across the entire open source universe. The Open Source Center of Excellence has found after rigorous analysis which open source Customer Relationship Management applications are enterprise ready that can furnish the robust enterprise architectures, functionality and business models our clientele require.

Ron Bongo anticipates demand for open source software solutions to keep growing. “Open-source vendors are adding significant resources, helping the channel produce more results,” Ron Bongo pronounced. “A lot of [open-source] vendors have formal partner programs and are even completely dedicated to the partner strategy. The current acceptance of open source and the commitment by vendors to work side by side with us and avoid the channel conflict that can occur with proprietary vendors is a clear sign that our industry is in a growth phase. “

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Affiliate marketing is similar to a consignment store. You promote the various items goods and services on your web site in return, you receive a commission from each lead. There isn’t as much time and effort involved, very low overheads, it works twenty-four hours a day, and it is simple to pick up. To get started, you must determine which items or niche area you’d like to work in. A method of doing this is, find out what specific solutions to a given problem a specific set of interenet users are experiencing, and then what solutions are on offer to help them. An efficient way of accomplishing this is looking for specific sets of long tail keywords; there are fewer searches for these as a rule, however they will convert far more into sales.

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Washington-based company Intelius progress is the result of reaching out to business owners and consumers who need to gather reliable and significant information in order to get to know better the people that they interact with on a daily basis.

Established in January 2003, Intelius is the brainchild of Indian entrepreneur Naveen Jain and a number of his previous InfoSpace associated. The group’s wide experience in the fields of engineering, security, and technology development supplements their purpose to immerse into the information commerce industry. Starting off without salaries, the executives are now well compensated and their employee number has expanded to more than 170 employees as compared to the 30 they had back when they were just starting out.

One proof of the company’s progress is the fact that it now powers several of the Internet’s more popular search sites. Another proof is that the number of the consumers using Intelius‘ search technology has increased. Most of these people use the company’s services to track down old friends.

Intelius also offers its services to business establishments. Both small and medium sized businesses are aiming to protect their assets by making sure that their human resource departments validate an applicant’s data through employment screenings. Nowadays, almost all companies run reference or background checks on their employees, whether they work on an hourly or part-time basis.

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As part of its continuing commitment to their US consumers and in pursuit of their efforts of capturing the international markets, Intelius launched iSearch at the DEMO ‘08 conference for emerging technology. Through the innovative semantic technology, iSearch allows offline and online information to connect and come up with useful and comprehensive profiles that help facilitate better people searches. iSearch’s state-of-the-art technology emphasizes the popularity of mobile phones as compared to landline phones.

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In my humble opinion, the number one issue a company should be paying attention to is customer service. But it seems more and more that getting the sale is taking priority over making the customer happy. Below are several examples of poor service - how would your company handled each of these circumstances?

I ordered file cabinets from Staples through their on-line store and was given a specific delivery date that their trucking company would deliver. The promised day came and went with no phone call to me to let me know there was a delay. The trucking company had very specific directions to my place of business, they had my phone number and I was sitting here all day waiting for them to show up. Even though Staples was using a local delivery service that was located less than 50 miles from my place of business and had in their possession not only the correct address but also detailed directions and I am located on the corner of a main highway the driver could not locate the delivery address (have they ever heard of Map Quest???). And they didn’t bother to call for further clarification. At about 6:00pm I called Staples and was told they would deliver the next day. Now wouldn’t you think that after all this, I would be at the top of the list the next day? Not so - at 7:00pm, after waiting another whole day, the delivery was finally made. They did offer and sent a $50.00 gift certificate for my troubles but I lost two days of work (as an consultant my work rarely consists of sitting in my office) and never again will I order from Staples.

My husband ordered a specialized type of ink from Digital Art Supplies also through their on-line store. This is a company he has had dealing with before and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink - the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back (Dave) and informed us that the only way the exchange could be handled would be to either wait until they received the damaged cartridge before sending out a new one or charging him for the new cartridge and he could wait for the credit to be issued when they received the damaged one. And unless he wanted to pay extra the cartridge would be send ground service from California (from our experience expected delivery would be 10 to 14 days from the date of shipment). This order was a sale of over $600.00, they sent out what was clearly from the look of the box, a product that had been returned by a prior customer, and in their own words they have had this type of problem with this type of cartridge before. Of course they put the blame on Epson stating it was a drop shipment, however in the package was their invoice and their business cards. I guess Epson keeps a supply of each dealer’s stationery at their manufacturing plants. I think not - so why are you lying Dave? After explaining that he had an order to fill and not being able to use the ink was delaying the order and agreeing to pay for the extra shipping charges it was still going to be either wait until the damaged cartridge was in their hands or pay up front for a new cartridge and wait for the credit to be issued - neither solution was an example of good customer service. So I asked to speak to the manager and after waiting several hours she returned my phone call with the same lame solution. My husband ended sending back the cartridge (at his expense) and ordering a new one from another dealer (B&H Photo in New York) which was shipped the day he ordered it and will be here the day after it shipped. And so we will wait for the credit to be issued. Never again will he deal with Digital Art Supplies.

And what is up with UPS? This is a question for the people who set policy at this company. Each day I watch their brown trucks go up and down my street multiple times and yet if they have a package on their truck that is meant for us, they just will not take the few minutes to stop and make the delivery. They would rather run around like rats in a cage going right by several times and finally delivering our package sometime between 5:00 pm and 7:00 and sometimes at late as 9:00pm. Now I know they have delivery priorities depending on the level of service chosen however it seems that with the cost of gas nowadays, they are not saving any money by handling their deliveries in this manner. Does this make sense to anyone?

And speaking of deliveries - for all of you who provide delivery service or are in the business of providing a service where you arrive a person’s place of business or home, do you think you are endearing your customers by making them sit around an entire day waiting for you to show up? Here’s a unique idea - give your customer a specific time or a range within two or three hours when you will be there and be there on time. They will appreciate it and you will have happy customers, not angry ones.

We all have busy lives, and there is nothing more infuriating then to waste time trying to resolve an issue. Mistakes sometimes happen - when your company has a less than fully satisfied customer the best way to keep that customer is to find the best solution for them even if it’s cost you some money. The largest advertising budget cannot make up for just one dissatisfied customer. And a pleased customer is worth gold.

And for you customers, who feel you have been treated badly or unfairly, speak up with both your words and your pocketbooks. Report your non-performing online businesses to the many organizations that track these stores - Yahoo, Amazon, EBay, Alexa and Pay Pal are just a few. Start a blog writing about your experiences. Tell your friends and business associates. No matter if it is only a few cents or many dollars, customer service will only improve if you take the bull by the horns. One of two things will happen - either your vendor will respond to bad press or word of mouth and the resulting loss of sales or they will go out of business. Keep quiet and they will continue their “standard operating procedures”. And refuse to deal with businesses that don’t stand behind their products and services and do not respect your valuable time.

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The goals for delivering great customer service starts with delivering a service-oriented attitude that is genuine. You want to exceed the client’s expectations and apply the service standards. It is also important to measure your effectiveness in delivering great customer service.

There are three service standards to keep in mind when dealing with a client or customer. These include using and giving personal attention to the customer, teamwork, and taking personal responsibility. There are a couple of ways you can give personal attention to your customers. First, you can anticipate their needs by recommending services or ideas that would benefit them, as well as noticing the clients’ wants and needs before they have to ask. Another way is to treat every client as a “Very Important Person”. This can be accomplished by treating each client as a unique individual, using their name whenever possible, and by making the clients feel as if they are your top priority.

There are a number of ways to take responsibility. Be sure to follow through (be timely and responsive, keep promises, see a project through until the end) with a client. You should check customer satisfaction, offer alternatives, and show appreciation as well. These service standards will help you to exceed your client’s expectations, show your positive attitude, and measure the level of service you are delivering to your client.

Clients are worth more than a one-time interaction. You should take several things into consideration when dealing with a customer, such as revenue from a single sale, the average number of sales per year, and the average number of sales with a client over his/her lifetime. And by providing genuine service, you are giving your clients what they expect, as well as setting yourself apart from all other organizations. If you can go beyond what the client expects and do more for the client than other competing companies, this will lead to 100% client satisfaction. Donald A. Adams said, “To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”

Another important aspect to delivering great customer service is to develop a consulting partnership with your clients. It is important to be the one to make the opening move and take the initiative. If you approach each interaction with a positive, caring attitude and view it as an opportunity to exceed their expectations, you will be well on your way to developing a valuable and lasting partnership. Three guidelines for creating a truly memorable impression include smiling and warmth with every interaction; presenting an “I’m here for you” attitude (by seeming ready, eager, attentive and caring); and finally by personalizing every interaction.

Satisfying the client can be a tricky endeavor when you are faced with multiple complaints and angry clients. When faced with complaints, it is necessary to listen to the client, apologize, sympathize, and most importantly, to take action. Angry clients are probably the biggest challenge opportunity you can face. Make sure to remain calm and not to take it personally. Kill ‘em with kindness, and they won’t be able to resist you! It is a good idea to remember the client’s names (and use them) as well as referring to details about the clients. This little bit of personal attention may be all that is needed to win them over. Goethe once said, “When we treat a man as he is, we make him worse than he is. When we treat him as if he already were what he potentially could be, we make him what he should be.”

There are many reasons customers quit returning to a place of business. 4% of them move away (you can’t do anything about them). 5% change their habits (meaning they want to try something new for a while, the novelty factor). 9% of them quit because they’re attracted to your competition. 14% of your customers leave because they’re unhappy with your service. And an overwhelming 68% of your customers will leave you because they encounter an attitude of indifference. Certainly there are precautionary measures you can take to prevent some of your customers from leaving if you are aware of factors like these.

Delivering great customer service will not happen over night, but with a few well thought-out strategies, you can achieve 100% client satisfaction. If you are looking for a quick reference to great customer service, here are the “Six Secrets of Service”.

1. If you don’t like people, you have no business being in the people business.

2. Serve them well, you keep them. Service them poorly, you loose them.

3. Give the client, not what he wants, but what he really needs.

4. Make your clients feel good about spending their money.

5. If you can’t get out of it, get into it!

6. When you give great service, EVERYBODY WINS!!!

For further information on delivering exceptional customer service, please feel free to contact us. Best of luck in WOW Service!

Jennifer Selland is the Founder and President of Well-Run Concepts, a Human Resource Consulting Firm based in Ocala Florida, founded in 1997, whose mission is to Help Organizations Define and Develop Top Talent. Jennifer has over 15 years of Human Resource Management and Executive Operational hotel experience.

Well-Run Concepts
“Helping Organizations Define and Develop Top Talent.”
303 S.E. 17th St., Suite 309-170
Ocala, FL 34471
Toll Free: 877-566-2900 Tel: 352-624-2684 Fax: 352-624-2689
Website: http://www.well-run.com Email: Jennifer@well-run.com