We Create the Infrastructure Behind Mobility

Posted by Lisa MacGillivray

Friday, July 10, 2015

If you’ve received anything from us lately, or checked out our web site, you may have noticed a slight change with our logo. Instead of just our logo, you now will see that added underneath our logo is the statement, “We create the infrastructure behind mobility.” Why this change? Because we felt those six words pretty much sum up who we are and what we do.  

Read More

Tags: Chicago Communications, Wireless Communication, Pointers from the Principals, Bi-Directional Amplifier

We Can’t Fix What We Don’t Know is Broken

Posted by Lisa MacGillivray

Friday, June 5, 2015

Have you ever gone to use something at home only to find out it doesn’t work?  And then, when you mention to your family members that it isn’t working they look at you very matter-of-factly and tell you it’s been broken for a while?  Ugh! The frustration!

I had this exact scenario happen to me last year following a very large snowfall we had in Chicago. My husband and son were out of town so I went out to start the snow blower only to find that after several attempts it clearly was not going to start.   When I called my husband and son to ask them what I might be doing wrong while trying to start the snow blower, they of course very matter-of-factly told me it was broken.   As you might imagine, my response to this was not a pleasant one.   I hung up with them and ended up having to shovel the driveway by hand, and just for the record I have a very long driveway covered with about eight inches of very wet snow.   When they finally returned home from their trip I told them that if they just would have told me it was broken I could have fixed it, but if I don’t know it’s broken, I can’t fix it.  
Read More

Tags: Chicago Communications, Pointers from the Principals, Customer Service

Getting Ready for National Customer Service Week 2013

Posted by Kendra Newlon

Wednesday, October 2, 2013

This time of year we begin busily preparing for National Customer Service Week.  It is a week I look forward to every year as it provides a great reminder to all of us as to why Chicago Communications, LLC is in existence – to serve our customers in a way that sets us apart from the rest.  While this is easily said (or written), it is not easily done.  It involves many, many pieces that all must fit together to achieve a goal of this importance and magnitude.  Our products, our knowledge, our customer relationships, our supplier relationships, the technology we use to support the work we do, our ethics, and most of all our employees must all work together to ensure the best possible experiences for our customers.  While every day we work to ensure these pieces are working together to the level our customers expect, it is National Customer Service Week that provides a special focus and recognition to all who help make it happen.

Read More

Tags: Chicago Communications, Hospitality, National Customer Service Week, Pointers from the Principals

The Only Constant In Life Is...

Posted by Jill McNamara

Monday, July 22, 2013

Holy Whac-a-Mole!

  Have you ever heard the saying, “The only constant in life is change”?  How true it is!  Kids grow-up (too fast by the way), technology changes (believe it or not there was no such thing as a laptop when I was in high school, and cell phones were not available to everyone), employees have unexpected emergencies that take them out of the office (for a while, or they move on to new jobs or retire) ... and somehow you have to learn how to not live in fear of change, but instead to anticipate it and keep it together through it all.  To say it’s a challenge is an understatement.  And it’s how you handle it that makes all the difference in the world.  You can panic and get frustrated or angry (which from experience, and trust me on this one, doesn’t make for a clear head for responding to the change) or you can take a deep breath and look at the change as an opportunity.

Read More

Tags: Chicago Communications, Technology, Pointers from the Principals

Stay Focused on Planning for the Future

Posted by Jill McNamara

Thursday, January 24, 2013

Pointers from the Principals: Another new year...Another plan put in place.

     It’s hard to believe that another year has wrapped.  It’s true what they say, “The older you get the faster the years fly by.”  Just when you feel like you’ve successfully wrapped up a year, established plans, and begun gaining momentum in the plans that have been set for that year, the end of the year is upon you and the cycle starts all over again.  Where did the time go?

Read More

Tags: Chicago Communications, Pointers from the Principals

In Customer Service, 1 Bad Experience Can Last...Years!

Posted by Jill McNamara

Thursday, September 20, 2012

Pointer from the Principal: Perseverance and hard work ….. it really does pay off.

     Anyone who’s ever been in a job that involves serving customers has had one of “those” meetings.  You know the one I’m talking about.  The one where the customer tells you he or she is disappointed with your service.

     Well, I had one of “those” meetings a couple of years ago with a customer who we asked to meet with because he was anxious about doing business with us following an experience he had with us several years prior where he was less than pleased with our company’s service level (a lesson in itself ….. unsatisfactory service experiences stay with people for a very LONG time).

     During the meeting I tried my best to convey to the customer that we were a different company than the one he dealt with years back, and that I was confident we wouldn’t let him down if he gave us another try.  I promised him that everything would go well and gave him my direct line should he have any concerns along the way.  Thankfully in the end he agreed to give us another try.

Read More

Tags: Pointers from the Principals, Customer Service

Pointers from the Principals: It's the "Little Things"

Posted by Jill McNamara

Tuesday, August 7, 2012

Employee Appreciation:A Little Extra Goes A Long Way

     Every person wants to feel part of something – a family, a group of friends, a team, or if an employee, the company they work for.  As an owner of a company, the challenge is, and always has been, how to make employees feel part of a team.  Many of the articles written on the subject say it’s the “little things”.  And you know what?  It is.

Read More

Tags: Chicago Communications, Pointers from the Principals, Employee Spotlight

Exceptional Customer Service means EVERY Customer is Important

Posted by Jill McNamara

Wednesday, February 15, 2012

Pointers from the Principals: Emphasizing Each Customer's Importance

      Over the years I’ve been a part of many different service-oriented organizations.  I’ve spent time in System Implementation roles, Help Desk Supervisory roles, Dispatch Center management, Support Center management, and in Human Resource management, where every employee is a customer.  In each of these roles, as in any customer service role, there were many challenges. Every time the phone rang I had to assume it was a customer calling with a problem of some kind. And throughout the day I’d always say to myself , “That's why I'm here, to help them." It was unlikely the phones were ringing with customers eager to share how wonderful things were.  But there was one phrase I heard frequently over the years and it always surprised me to hear this from a customer: "I know I'm not one of your big customers, so I understand I might not receive the same level of attention but..."

      Every time I've heard this statement, I've always been taken aback by it. My automatic response upon hearing it has always been, "Really?  You're not one of our big customers?  Does knowing that information cause me to behave any differently, or treat you as any less important?"  And my answer to this was always the same -- an unwavering "No, not at all." I didn’t realize an answer that was so obvious to me, could be so unclear to others.

Read More

Tags: Chicago Communications, Pointers from the Principals, Customer Service

Keeping A Communication System at Peak Performance

Posted by Jill McNamara

Tuesday, January 10, 2012

Pointers from the Principals: Why Invest In A Maintenance Contract?  

     With budgets already strained, an investment for the upgrade of a communication system to newer technology could be out of reach at this time. Organizations are focusing their attention on ways to reduce costs, to keep within their budgets. However, in doing so, they often lose sight of the importance a flat-rate maintenance program plays in keeping a legacy communication system at peak performance.      

    A high level of performance is still expected from these legacy communication systems because of the role it plays in how quickly an organization can respond to a given situation. Cutting corners in an attempt to cut cost and not recognizing the importance of regularly maintained equipment could lead to coverage, functionality or reliability issues that could have been prevented. Similar to a car, if properly installed and regularly maintained your system will perform reliably for years.

Read More

Tags: Pointers from the Principals, Maintenance/Installation/Service