Over the next few months, we’ll take an inside look at how the NSCA 2019 Excellence in Business award winners have adapted to our constantly changing industry. The story of Beacon Communications is last on the list. For its commitment to increasing customer satisfaction and repeat business, Beacon Communications was named an NSCA 2019 Excellence in Business award winner in the Customer Experience category.
As it wrapped up the acquisition of Photoscan NorthWest in Montana, Beacon Communications was granted another growth opportunity: to significantly expand its territory into North Dakota, Minnesota, and portions of Wisconsin alongside a primary technology partner.
Beacon Communications decided to jump at the chance – even though it involved opening three additional offices in new locations, entering the union space for the first time, and navigating a market it was unfamiliar with.
As this growth occurred, it was vital to the company to remain true to its four core values:
- Customer service
- Communication
- Teamwork
- Integrity
As you can see, customer service falls at the top of the list. “Incorporating customer serving into our core values gives us the opportunity to exceed our customers’ expectations with every project,” says Brad Walsh, president at Beacon Communications.
To kick off each workday, Beacon Communications employees gather to discuss the client experience. How can it be improved? What issues are currently at the forefront? How will those be handled? What good things have happened recently in regard to customer satisfaction?
The customer experience means everything for Beacon Communications – and it was important to stay true to this philosophy even during this period of heavy growth. “I’d rather not have our technology in place if the customer has a poor experience along the way,” says Walsh.
In fact, in some cases – when the company isn’t able to gain access to the guidelines it sets forth for success – Beacon has been known to leave those project opportunities on the table. This mindsight helps ensure that customers have a positive experience each and every time they work with Beacon Communications.
As the company grows, the customer experience extends beyond technology end-users to all other providers its own technology integrates with. “We roadmap the users of our technology prior to implementation so we can keep them involved in different ways throughout not only the life of the project, but also the life of the system,” Walsh explains.
To establish trust and build confidence – the foundation of a great relationship – Beacon Communications walks each customer through a process that’s unique and customized to each client. Although a recommended standard level of engagement is presented as a possibility, feedback and preferences are always incorporated to ensure that the customer gets what they need and want.
“For us,” says Walsh, “the goal is 100% satisfaction each and every time.”
In case you missed other stories about how the 2019 NSCA Excellence in Business award winners made business changes to adapt to the constantly changing industry, check them out here: