The IBP Educator 


                                   An Innovative Business Partners, Inc. Publication

IBP Issue #2

January 25, 2010


What our Customer have to say!

When I engaged Innovative Business Partners and Joe Clouatre to present a workshop on customer service last year for my staff and me, I was confident that my investment would pay off.... 
One of the complaints I was hearing most often from my staff centered on those local managers who just didn't seem to "get it" according to my employees.....  
This frustration was voiced by my staff during Joe's presentation and Joe asked what we had done so far to help our clients to "get it."....  I think I said something like, "We can't be responsible for educating our customer's employees."..... 
There were many great things that came out of that workshop, but what I'll always remember was Joe's simple response to my statement when he said, "Why not?"  From that workshop was born Safer Places, Inc. University (SPIU) which is a series of free webinars designed to help our clients understand the complicated world of background checks and how to get the most out of them at the least cost.  Two major clients have now made this mandatory training for their frontline managers and we have since customized webinars specifically for them. 
This has already paid great dividends as the HR Directors are thrilled that we have taken this part of their jobs and made it easy for them, at no cost. 
Thanks Joe for providing that little adjustment to my thinking.  Your program helped to change my belief about who my customers actually are and how I can provide them with Extreme Customer Service. 
David Sawyer, CPP
President, Safer Places, Inc.

 January 19, 2010 




Champions of Extreme Customer Service!

"Don't forget to submit your true stories of Extreme Customer Service (R) to extremecustomerservice@   


$200 for the Quarterly Winner and $500 for the 2010 Champion! 




Innovative Business Partners Inc.




PO Box 60523


Worcester, MA 01606


Join Our Mailing ListSr Click HereTerry Cl




 Over the past few months IBP has continued to grow in a variety of vertical markets. Recently customers have joined us from the folliwng industries:


Home Automation




Electronic Security


Contract Security




If you have any interest in our coaching services, workshops or seminars, contact us at


or contact Joe at


Dear Joseph Clouatre,

For those who know me, you know that auto racing has been in my life forever. Since I suggested he start racing at 5 years old, I have watched Derek Ramstrom ( race
to the top of every level of racing he has entered. Last Friday night, we celebrated his 2009 Super Late Model Champion at the Thompson International Speedway. At the age of 18, he is the youngest driver to win a championship in the 70 year history of the track! Next week he will kick off the 2010 season at the Toyota All-Star Shootout in Irwindale CA.  Derek will be attempting to Qualify his #53 Camping World Series car with top drivers from across the country. You can watch it live next Saturday night on the SPEED Channel at 9pm! I have been sponsoring Derek for many years and he truly one of the nicest kids you would ever want to meet. His race cars are already on their way across the country and I am flying out with the team Wed night! Wish us luck and don't forget to watch us on the SPEED channel next Saturday night! I thought you might like a THEN and NOW of Derek as a race driver.
Early Derek


 Derek today


In each issue of our newsletter, I highlight websites that can help your business and at the same time control costs. A great website to help you with your graphic needs is  .  You create a project and outline your objectives. You decide what you want to pay and launch your project. You will have numerous designers submit their designs and at the end, you select the winning design and award them the amount you posted. Recently I wanted a new graphic design for a marketing piece. I posted my contest and had 13 designers submit a total of 21 designs. I narrowed it down to a final three and finally award the $100.00 to the winner. I loved the graphic! 



If you have ever wanted to host your own radio show, it is easy and it is FREE! Whether it is for professional or personal reasons, hosting an internet radio show is easy and fun. All you do is go to and sign up. We have had so much fun at IBP since we started our own show. We have guests and discuss a variety of topics. As long as you have a laptop and internet connection you are ready to go.  If you have any questions about this, feel free to email me at



Whether you are working with internal or external cusomters, it is not a question as to whether something will go wrong, it is WHEN will something go wrong.


When it "hits the fan" people do not look at it as an oportunity, but it really is. You have a chance to take a negative situation and turn it into a positve situation.

Most times people get so worked up and take it so personl that they do not approach it as a problem solving process. The next time you face a serious problem with a customer, try the following process.


1. Face the music: After hearing about a complaint, the first thing you need to do is contact the customer immediately. You may not know what to say, so  say that! "I do not know what to say, but I am sorry this happend."


2. Establish expectations: Even though the customer is very upset and might not want to talk, you MUST aske questions to establish the customers expectation. Once they tell you what they expect, feed that right back to them. "So you want us to complete the job by next Friday"? You must confirm the expectation during the first conversation.


3. Resolve the problem: Sit down with your team and come up with a plan to fix the problem and meet the customer's expectations. Make sure you communicate the action plan back to the customer as soon as you have one.  


4. Exceed the customer's expectation: Once you have finalized a plan to MEET the cusotmer's expectation, take it one more step. Come up with a plan to exceed that customers expecations and DO NOT tell your customer. If you can pull off the super plan, you will blow away the customer. If you do not, then you will at the very least, meet their expectation.


If you find a ways to exceed the customers expectation in this challenging situation, that will help taking a negative situation and turning it into a positve one. The key to sucess is to clearly approach this from a process standpoint and not be distracted because you take it too personal.


If you have a great example of this e-mail it to


The key to providing Extreme Customer ServiceŽ is to clearly determine the expectations of your customer, then exceed those expectations. Extreme Customer Service is a PRO-ACTIVE process!





 If you are looking for a new electronic security integrator, there are many things to remember. Over the next few issues of the IBP Educator, we will outline many questions to consider. Often when you go out to bid you receive nice proposals and they will detail the project with the associated costs for THAT PROJECT only! However, most times you are looking for a long term relationship, so there are many additional questions to ask BEFORE you sign on the dotted line so there are no surprises after the sale:
1.    Does the service contract cover 24 hours or does it only cover normal business hours?
2.    Do service contract customers receive priority response of non-contract customers?
3.    Do contract customers receive a discount for non-contract services?
4.    What would the discount be for multple year contracts?
5.    Ask them what is NOT covered under the service contract?
6.    What will be the average response time on service calls?
7.    Does the service contract cover acts of god, such as lightning?
.    How many preventative visits will be made each year as part of the contract?
9.    Will there be a primary technician assigned to my account?
10.  Before you sign, test their 24 hours service by calling into the company on a week night or weekend!
You want to have the answers to these questions BEFORE you hire your next integrator.
Next issue we will talk about checking references!


Thanks for taking the time to read our newsletter. We value your input and suggestions. If there are any topics that you would like covered, just let us know. Please feel free to pass our newsletter along to anyone you feel might enjoy it.


In gratitude,





Joseph E. Clouatre


Innovative Business Partners, Inc.

Innovative Business Partners, Inc.


 CEO Coaching 


Strategic Planning - Organizational Development - Personal Coaching

     Restructuring & Downsizing - Sales/Marketing Plans and Budgets 




Extreme Customer Service (R) - Creative Sales and Marketing(TM)

Effective Time Managment - Team Building for Success(TM)

How to Select and Negotiate with Security Integrators(TM)  


Motivational Speaking  


How Cancer Changed My LIfe and My Career(TM)

Capitalizing on Opportunities (TM)


Joseph E. Clouatre


Chief Rain Maker