About Us

My name is Scott Sommer and I am the Principal Consultant at Sommer & Associates. My entire life, I have made it my mission in whatever I do, to be a steward of service delivery. 

Quite simply;  Service delivery is a component of your business that defines the interaction between you and your customer. Clients where the provider offers a service, whether that be information or a task or product, and the client either finds value or loses value as the result. Quality service delivery provides your customers with an increase in value; and increased revenue. 

• 50% of customers increase their purchasing with a brand after a positive experience with that business. And, 67% of customers would  pay more to get a better customer service experience. 

• 54% of consumers have admitted that they have higher expectations for customer service than they did one year ago. And, 72% of consumers said they expect businesses to understand their needs and treat them as unique individuals. 

• 60% of customers stop doing business with a brand after one poor service experience. And, 67% of this loss is preventable had the customer's problem been resolved during their first interaction. 

• Repeat customers are more likely to spend more with your brand — 67% more, to be exact.

Truth be told, it's not that companies don't want to provide service; we believe they do. Sommer & Associates provides guidance and support that yield tangible benefits that build loyalty.