DIGITAL digest

Joe Metzger, president of Metzgers in Holland, OH, created a buzz by noting that his company was able to capture revenues which were being lost by putting CSRs on a commission for value-added sales.

He cited change orders as a case in point. CSRs often didn’t bother to make out work orders and send them to clients for OK, so the company couldn’t bill for the work. Instituting a monthly commission based on the amount of change orders CSRs book now provides motivation, Metzger said.