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Andrew Field of PrintingForLess.com – Part 3

Here is part three of the interview with Andrew Field of PrintingForLess.com. In this part, he talks about how the company recruits people in Montana, where their employees are from, and what their hiring/training processes are like.

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Andrew Field of PrintingForLess.com – Part 2

Here is part two of the interview with Andrew Field, the CEO of PrintingForLess.com.

In this part of the interview, he talks about the company’s customer service philosophy, how they have tried to improve the printing experience (a great answer), and why the company is located in Montana.

Click “more” to read the interview.

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Andrew Field of PrintingForLess.com – Part 1

This interview is one that I’ve been excited to post for a few weeks. It’s just taken a long time to get it all written down, edited, and so on (my fault!). However, I think it’ll be worth the wait.

PrintingForLess.com is an interesting company that I first heard about from Robert Scoble, and then more from Christian Long. Their coverage sparked my interest and I setup an interview with the company’s CEO and founder, Andrew Field.

The company is fairly big (about 165 employees) and its average order is about $470. Their common orders range from$60 box of business cards (shipping included) to 2,500 8 x 11, full color brochures. They’ve been growing very fast.

The interview will be four parts. In the first part, Andrew tells me about PrintingForLess.com and its history and how they discovered that customer service was a great way to do things.

Click “read more” to read the interview.

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Robert Stephens interview round-up

Over the last few weeks, we’ve posted parts of Service Untitled’s interview with Robert Stephens, a VP at Best Buy and the founder of The Geek Squad. Geek Squad was acquired by Best Buy in 2002 when it had just 50 “agents” and today has more than 11,000. The interview is four parts, all of which are listed below, along with a short description of what’s covered in each part:

Part One
Link – Robert’s customer service and business philosophy, background and education.

Part Two
Link – The Geek Squad’s recruiting, hiring and training processes, about their uniforms, about the mix between technical aptitude, personality, and customer service skills.

Part Three
Link – schedule management, the common customer service challenges, what The Geek Squad is doing to improve, and more.

Part Four
Link – how The Geek Squad find employees who are passionate about both technology and customer service, how they gather feedback, how The Geek Squad monitors the blogosphere, customer service tips for companies, more about Robert’s belief that employees should “protect or improve” the company’s reputation.

Robert Stephens Interview – Part 4 of 4

Here is the final part of the interview with Robert Stephens, founder of The Geek Squad and a VP at Best Buy. In this part, Robert tells about how they find employees who are passionate about both technology and customer service, how they gather feedback, how the Geek Squad monitors the blogosphere, and lastly, his customer service tips for companies. Robert also talks more about his belief that employees should “protect or improve” the company’s reputation.

This is one of Service Untitled’s most popular interviews and I hope everyone found it informative. Tomorrow, I will post a wrap up of the interview which will be a short post with links to all four parts, along with a quick summary of what is in each part.

As always, comments and suggestions are welcomed. We already have our next interview done (just need to type it out) and another, shorter one with someone else in the works. Also coming up in the next few weeks are two guest writer posts.

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Robert Stephens – Part 3

This is the third part of the interview with Robert Stephens, the founder of The Geek Squad. In this part of the interview, he discusses how they manage schedules, the common challenges, what they are doing to improve, and more.

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Interview: Robert Stephens – Part 2

This is the second part of the interview with Robert Stephens, the Founder of the Geek Squad and a VP at Best Buy. In this part, he talks about the company’s recruiting, hiring and training processes, about their uniforms, and about the mix between technical aptitude, personality, and customer service skills.

Click “more” to read the second part of the interview.

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Interview: Robert Stephens – Founder of The Geek Squad

I interviewed Robert Stephens, who is the Founder and Chief Inspector of The Geek Squad and a VP at Best Buy a few weeks ago.

It took two phone calls and a good hour or two, but I got the answers to all of my questions. Good answers, too. The interview totals in at about 5,300 words. I really need to keep my interviews short and sweet, but there is so much to ask! So, I’m dividing the interview into four parts over two weeks. Most of it will be posted this week.

I’m doing another interview today was an equally interesting company, but I won’t reveal who it is for a week or two. My only hint is that I have talked about the company before, but have never had a first hand experience with them.

Geek Squad is owned by Best Buy and both organizations are gigantic. Geek Squad has about 11,000 employees (called Agents) now. When the company was acquired, it had 55 agents. Talk about rapid growth.

The first part of the interviews talks about Robert’s philosophy when it comes to customer service and business as well as his background and education. Click the “read more” link to read the interview.

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