NSPA Conference Exploring New Markets

Guevara calculated the total cost of operation, then identified the cost to outsource his department's work. In the process he learned what his competition was charging and saw that his operation was giving away many services that outside companies charged for.

Guevara noted that customer service is a great way to distinguish yourself, and he advocated benchmarking with peers, including NSPA members, to determine whether you are offering the right mix of services.