VIDEO: Michael Frimel on customer service
After three decades in the hospitality industry, Michael Frimel has started his own consulting firm to provide marketing and customer service help.
“We are an ally for the business,” Frimel says of Solutions Consulting, which he describes as a network of independent professionals who will provide education opportunities and services to help businesses.
Sometimes Frimel will be the middleman to connect professionals and businesses, and sometimes he’ll be the one offering advice.
Frimel arrived in Wichita three years ago to be general manager of the Ambassador Hotel and became a recognizable face around Wichita. Most recently, he’s been with the Hotel at Old Town and WaterWalk Hotel Apartments, which Frimel says also is his first client.
After doing a survey of what businesses need, Frimel says it was clear to him where most companies need help.
He says 65 percent want guidance with sales and marketing, “but they don’t know where to turn to.”
“There’s such an overwhelming amount of things you can do from a marketing standpoint,” Frimel says.
There are social media options, such as Twitter and Facebook, along with more traditional advertising.
“Where should I be marketing my business to get the biggest bang for my buck? Really, that’s what it amounts to.”
That will be different things for each business, Frimel says. He says he’ll have to study a company’s market and its client profile to make a determination.
Frimel says his survey also found that 74 percent of businesses aren’t happy with the consistency of the level of service they provide, and 87 percent aren’t happy with the customer service that other businesses have.
“People are expecting a higher level of customer service,” Frimel says.
“A lot of the customer service issues are simple things,” he says. “Do we have the right processes in place? It’s not just having a smiling face at the front door.”
Frimel says marketing and customer service “really kind of go hand in hand.”
The Solutions Consulting website will be up next week. Until then, Frimel can be reached at firstname.lastname@example.org.