welcome to Missouri the show-me state highway welcome sign
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Tellin’ ain’t Sellin’ – Every Customer is From Missouri, So Show Them Something!

When your salespeople call on customers, what are they pitching? What do they present when they get that rare opportunity to show a high-profile prospect the benefit of working with your company?  While I have not been in the room often when…
artificial intelligence-big data-internet of things

AI, IoT, M2M, Big Data – The Alphabet Soup of Technology Jargon You Need to Understand (Part 2 of 2)

This week’s post is a continuation of an introduction to AI, IoT and Big Data with the help of the 1984 movie The Terminator. Re-read that post here. Let’s rearrange the AI, IoT, and big data alphabet soup of technology jargon to come…
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That Awkward Moment

I love asking business owners and managers “Who do you think you are?” I’m not trying to pick a fight. What I’m really asking is “What makes you different and better than your competition?” But that’s a pretty boring question.…

The Death of Blind Trust

Service contractors, beware. Blind trust is dead and as the “youths” say, pics or it didn’t happen. Pictures and videos are the new currency of trust thanks to technology that makes it so easy to capture and share them. Social media and…

COUNT YOUR MnMs

“Money for Nothing” is the concept that you can charge a premium if you offer customers predictable facility outcomes at a predictable price. You should be more profitable when “nothing” happens: no emergencies and no system failures.…
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DWC 2017 Recording: Money for Nothing

When you deliver great service, equipment and systems don't fail, nothing happens, and your customer is left wondering if you're worth the money. When you deliver poor service, systems fail and the customer gets frustrated. You're damned…
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Soon: The Smart Service Revolution

Predicting the future is tough, but predicting the future of customer service for commercial service contractors? That’s easy. The technology is already here. It’s already permeated the consumer world. It’s just a matter of time before…
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How Valuable is Your Brand? Part 1

The following story is a preview from an upcoming book about how commercial service contractors can earn “money for nothing” by rethinking the way that they present and deliver the services that they provide their customers. I am amazed…
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How Valuable is Your Brand? Part 2

As I indicated in my previous post, the basic finance formula for determining the value of an investment is to assess the amount and the risk of future income streams. Of course, predicting the future is tricky business, so it is best to rely…