Perhaps in the wake of the announcement that the U.S. Government will be making a tool available to small businesses for the purpose of increasing their defenses against internet criminals,  there have been a number of posts related to small business and technology today that are worth checking out.

Rieva Lesonsky at OPEN Forum has written a pretty great (thorough!) essay on the process of looking at your business needs and determining if the time is right to upgrade your technological systems.  She includes a number of litmus tests, for instance, is your technology “a morass of different hardware brands, different software versions and even different operating systems”?

John Micciche on Twitter reminds us of the importance of investing in IT security, and reminds us of other, perhaps less important, areas we’re already willing to spend our hard earned dollars.

And while this is clearly somewhat self-serving, Carbonite has put together this infographic for data backup that is worth spending a minute looking at.  (And then choosing whatever back up software or system works best for you):

As  this year draws to a close, a new year is just around the corner. What will 2011 look like for your business?

Before looking ahead, it is helpful to look back and review the year that was. Businesspeople should ask themselves:

• What worked and what didn’t?
• Where did my business encounter the most opportunities?
• The most challenges?
• How do I rate my customer service? It is at the level I want?

Once you have assessed, then you can plan ahead.  What changes will make 2011 look better? How will you lessen the challenges and increase the opportunities?

What will customer service look like in 2011? Will the trend of cutting customer service budgets continue? Will social media still dominate? You can make your own predictions. According to the Small Business Trends website, “11 Customer Service Trends to Watch in 2011″ include:

• You’ll have even less time to react to customer demands
• Web customer service will become fully integrated with phone support
• More self-service

Whatever 2011 brings, ARMA wishes you continued success and reminds you to keep your focus on your customers, as they are the lifeblood of your business.

Happy New Year 2011!

Perhaps the best customer service in the world comes from the Fire Department (and all other emergency responders). If there is a fire, we know that when we call 911 to report the situation, in a matter of minutes, fire trucks and fire fighters will be on the scene.

This efficiency and reliability comes down to the number one lesson from the Fire Department:

• When the phone rings, you answer it immediately.

In emergency situations, you don’t have the luxury of waiting to answer the phone when it is convenient. You do it because people’s lives may be in danger and you must respond as quickly as possible. In business, your customer should come first, and answering the phone goes a long way in assuring him or her that you care.

• Treat every call with respect

Not every call may be life-or-death urgent, but you just don’t know, and must treat each and every call the same. Firefighters will answer the call and then try to determine how to prioritize it. In business, some calls may be about easily resolved issues and some may have to do with larger organizational problems. You don’t know, and until you have determined what the call means, you need to treat each and every caller with respect.

• Have a response ready

When you call the Fire Department, the firefighters will determine if you have a fire, and if so, how many fire trucks may be needed, or if you have a medical emergency, and if so, what type of ambulance to send. They have systems in place to send the right equipment to respond to whatever the situation is. The business lesson here is that there must be an appropriate response to every situation.

A couple more things: In order for emergency response to work it must be reliable and available, and that is exactly what we need from customer service too.

Customer service is generally something businesses and organizations provide their customers and supporters as a way to solve problems, maintain a high standard and be responsive. Some organizations use their degree of customer service as a differentiation with other similar organizations.

In a free market, organizations are free to provide as much or as little customer service as they like. But is a customer problem something the free market can ignore at will? Technically, the answer is yes. After all, if a company ignores or refuses to deal with a problem, the customers can take their business elsewhere, and the company will then be “punished” by the free market. But this is free market theory, and in practice, we believe that when we buy a service or a product, and there is a problem, there is a LEGAL obligation for the company/organization to rectify the situation.

In fact, this legal obligation may be spelled out in a sales contract. But it is not always. This is where regulators would like to step in.  We are seeing this more and more with the airline industry. With the rise in add-on fees and unclear fares, the government wants to make things easier for passengers to understand.

According to this blog post on Forbes.com, the government should NOT be involved in regulating airline customer service. The writer, Allen Howell, believes the free market will take care of this.   As he writes:

The consumer can choose which airline they fly with, or they can choose to not fly the airlines at all.

Companies should voluntarily step up customer service, understanding that customer service always helps the bottom line. Should the government regulate customer service? Perhaps there are situations where regulation is necessary such as when a company has a monopoly on the market segment, or there is a known  life-and-death situation.  But, there are no absolutes in business!

To deliver the best customer service, you should have motivated, happy employees. When you have the best customer service, you have more customers, and those customers are satisfied. With satisfied customers, you have less stress on your employees, and therefore they are happier.  Do you see the circle?

Happy employees=good customer service=satisfied customers=happy employees

A great example of the customer service-employee circle is JetBlue. The airline is known for a providing a good experience. As its CEO, Dave Barger tells the San Francisco Chronicle:

We’ve earned a sixth consecutive J.D. Power and Associates award for customer service, and we’re a good place of employment. This combination works extremely well for JetBlue.

Now, should your happy employees use Twitter to interact with customers? That is what Valeria Maltoni asks in this post over on her blog Conversation Agent. You should determine whether your company is ready to use social media to deal with customer issues. For instance, one issue with Twitter is response speed–it should be very quick. Can your company handle that?

There’s no doubt that Twitter has worked wonders for customers–they can publicly shame a company into action. And companies should be aware (and responsive)  that customers are talking about their problems in a public forum.

What are you doing to keep your customers and your customer service employees happy?