Small Business Trends Radio

In The Face of Certain Doom, One Company Finds Success

Entrepreneurs, ManagingDecember 11, 2007By

Zane Safrit on Success When Faced With Certain Doom. 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.JumpUp

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.

5 Responses to “In The Face of Certain Doom, One Company Finds Success”

  1. Zane Says:

    Anita and Steve,

    You make me sound so smart! Thanks.

    Thanks very much for being a guest on your show and sharing our story. I hope it helps someone who’s facing the same challenges out there.

    You run a very professional show. The whole process preparing for your show was very productive for me. It served to help clarify yet one more bit what we’re doing, what we’re trying to do moving forward and we’re lucky to have such great people in our story: our staff and our customers. And now, you guys, too.

    Thanks.

  2. CCUCEO Says:

    Small Business Trends Radio

    I had a nice chat yesterday with Anita Campbell and her co-host Steve Rucinski at Small Business Trends Radio . I was their guest for their weekly Small Business Event. And we talked about how we handled the changes in

  3. Amanda Says:

    Zane made some really great points in this interview. I really agree that customer service can make you or break you. Nothing bugs me more than calling a business and the phone rings forever. I do also appreciate when I receive a prompt reply to my emails. I honestly don’t like waiting days for an answer.

  4. EJMalyn Says:

    “Thinking outside the Box” is exactly what the company I am now employed with is doing…it only took 30 years. This is a company that is trying to reconstruct to save itself, and all the great points Zane made is exactly what they are working on. Great, great interview!

  5. Chris Says:

    I particularly like the company snitch program. That’s a positively inventive way to boost employee morale. In an office environment, many times it’s only the mistakes you’ve made and things you’ve failed to do that are focused on. Redirecting that focus to positive performance rather than negative seems like a win-win situation to me and if I still worked in an office (thank goodness I don’t :-) I would be suggesting that this program be put in place immediately!

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