What our Customers have to say!
Recently I was listening to
one of my customers explain to his staff who I was and what I did for
their company. His response reminded me of one of the original
concepts for IBP. He mentioned that I brought a wide range
of expertise and experience to the company. It was when he mentioned
that I was a part time executive of the company, the light bulb went
on. In the beginning I knew that many companies would not be able to
afford a person at my level full time, but wouldn't it be a benefit
if they could have a person at my level on a part time or as needed
basis? It was at that moment that I realized he, like many other IBP
customers, had found the benefit of having me on board as a part time
Champions of Extreme
to submit your true stories of "Extreme Customer Service"
$200 to the
Quarterly Winner and $500 to the 2010 Champion!
Submit Story Here
PO Box 60523
Worcester, MA 01606
IBP on the road!
If you would like to catch IBP on the road, Joe will be
speaking at the following events:
"Money Matters Morning
with Joe Mangiacotti" on WESO Radio March 26, 2010
Association of Professional Security Consultants
April 27, 2010
Galaxy Control Systems
Dealer Convention and 35th Anniversary
May 3-5, 2010
If you have any interest
in our coaching services, workshops or seminars, contact us at www.contactibp.com
or contact Joe
What a Great Guy!
and I were traveling to North Carolina during one of our routine
trips to meet one of my clients, Aaron Alexander from Security 101.
Aaron had agreed to pick us up at the airport upon arrival.
Before we took off, I checked in with Aaron and found out that he had
a scheduling conflict and could not pick us up. So we figured that we
would have to arrange for a rental or shuttle once we landed. As we
were walking out of the terminal we noticed a gentleman standing with
a sign. The name on the sign was "Clouatre". When I apporoached
him he explained that Mr. Alexander had arranged for a car and driver
for us. Aaron truly exceeded our expectations!
name this famous Boston landmark for a chance to win a $30.00 Dunkin
Donuts gift card.
Click Here To Enter Contest
Technology Electronic Systems Integration www.advanctech.com
correctly identified the car below as a Dodge Viper! Enjoy your Home
Depot gift card!
Dear Joseph Clouatre,
It is my birthday today! If you know me,
you know that I love my birthday. I do not know why, but I always
have! So please let me indulge and take a closer look at
Who else has a birthday on March 8?
What happened on March 8?
1917 - Beginning of the Russian Revolution
1936 - First Race at Daytona
1957 - Re-opening of the Suez Canal
1965 - Civil Rights March - Montgomery AL
1969 - Introduction of the Pontiac Firebird
What did items cost on March 8, 1954?
Thanks for letting me step back in time.
Congratulations to Kraig Mason the winnner of our last e-newsletter
contest. For this issue's contest, look down and left.
firstname.lastname@example.org or www.contactibp.com
Joseph E. Clouatre
Last week I introduced one of my programs to a customer that I have
been working with for several years. We were having a meeting
with about 80 managers and I wanted to demonstrate how powerful the
voice of employees can be.
The idea is a simple one. You take several employees and break them
into groups of six or eight individuals. Next you ask them to
brainstorm and answer a few simple questions like:
1. How can we provide better service?
2. How can we increase sales?
3. How can we improve profits?
The groups work on their own using brainstorming techniques to
answers the questions. Once they have had ample time (I suggest
10-15 minutes per question), they come back together as a group.
One person from each group comes up to the front of the room to
review the recommendations from their group regarding the
You then compile all the answers. You will find that several groups
will come up with similar recommendations for the same problem. If
you have different groups coming up with the same recommendations,
you need to listen to them.
I have always said that if you "listen" to your
employees, they will tell you how to have a more profitable
company, how to increase customer satisfaction and overall become a
better company. Let us not forget that they are the ones who do the
work and interact with the customers!
After two days of meetings, my customer was blown away and almost
speechless with the suggestions and recommendations he received
from his team. They are willing, you only have to ask. This also
shows the employees that their opinions count and that they are
part of the solution.
How many times at meetings does management just stand in front of
the room and talk down to or at the staff? STOP IT! Give
them the microphone and listen.
business websites that are unique and sometimes FREE!
In this section, we like to pass along websites
that have helped me in my business or have helped my friends and
customers. I am sure there are pros and cons, so I suggest you
check them out for yourself. After each website appears in this
column, we move it to our favorite links page in the left hand
column of this newsletter. This way it continues to be a resource
for future use and future readers!
If you are looking for a free conference call
provider, check out www.freeconferencecall.com. Free conference
calls are simple and easy to use, requiring only a name and an
e-mail address to receive an instant account.
Once you enter your name and e-mail address, you will be
instantaneously provided with a dial-in number and access code for
immediate phone conferencing.
Your teleconferencing line is available to you 24/7 and there is no
need to schedule or make reservations. Each conference call account
accommodates 96 callers on an unlimited number of 6 hour free
What if your could take any word document that
you type and convert it into your handwriting? A friend of
mine uses this software and loves it. He says that it really adds a
personal touch, especially when you are sending out sales letters
and thank you letters.
The vLetter Pro custom handwriting font includes
your own handwriting and signature as a font, and much more! Your
own personal handwriting font will be created by experienced
vLetter font designers, and sent to you with the vLetter software
when completed. Check them out at www.vletter.com
an electronic security integrator - Factory Certifications!
Over the years, I have seen several situations where
customers have bought systems from non-authorized dealers and it
has been a nightmare for them. I thought I would share my thoughts
and a case study.
A customer went out to bid for a new facility. They had been
working with a security integrator for several years who was an
authorized dealer for the product line they used and had numerous
factory trained technicians on staff.
The bids came in for the new building and there was a
low bidder, whose price was very attractive. The security manager
decided to award the project to the low bidder, even though they
were not an authorized dealer and had never installed the equipment
I met with my customer and said this decision could be
career ending for him. I explained that the integrator, who was
buying the product from out of state, would not be able to call
into the factory for support if there was a problem because they
were not an authorized dealer. I said that they would probably install
the wrong type of wire. Then the building would have to be rewired
and they would be looking for a change order. They would have no
idea how to install the software and program the system, which
would likely be another delay.
Because of the delays, the security systems would not
be operational when the building opened so they would have to staff
the building with security officers at a substantial cost.
It was a Saturday morning and the security director
received a panic call from the integrator who said they needed
to meet with him ASAP. When they met that day, the integrator
explained that they had installed the wrong cable and could not get
the system to work. They would need a change order for $20,000 to
install the new cable. The security director refused to pay it, so
the dealer had to take the loss and install the cable.
The building had been open for some time without a
security system and I received a phone call from the director
saying that they still could not get the system to work. He then
asked me how much would it cost and how long would it take for us
to take over the project and finish it?
We responded quickly and corrected all the unresolved issues in
about two weeks. A few months later, I was having a conversation
with the director and he told me that was one of the worst mistakes
he ever made and it almost cost him his job!
This is not a unique situation; I could give you many other
examples that tell the same story.
So the first thing you want to do is make sure that
your vendor is a factory authorized dealer, but do not stop there.
There are different levels of factory certified dealers. For years
I was a dealer for Honeywell Integrated Systems and they had one of
the best dealer certification programs in the industry. They have
dealer certifications ranging from Silver to Gold to Platinum. To
you the customer, it is important that you know the
difference between the various levels of certification. I have
included a link to their website below, so you can take a look for
1. Make sure your integrator is factory
certified in your product.
2. Understand which level of certification they
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.
Joseph E. Clouatre
Innovative Business Partners, Inc.