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Prioritizing Customers Above Operations - B&W Mechanical

They spent hours on it. Brad Boggs at B&W Mechanical and Shawn Mims of ServiceTrade met several times to discuss how to integrate B&W’s accounting system with ServiceTrade. They planned it strategically, they talked with an integrator…
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Good is Not Good Enough

Amazon does not settle for “good” in the realm of customer service. It is not enough for the customer to simply get what they paid to receive. Amazon wants customers to enjoy the experience in the same manner as a guest might enjoy a good…
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…
Ace Ventura cracked windshield
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Fix the cracks in your customer experience before they become a chasm

You know those signs on the back of dump trucks that say something like “Stay back 200 feet?” Those things are no joke. I found out the hard way when I was driving home from work on the interstate and heard a loud CRACK in my windshield.…
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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If a Tree Falls

My wife and I love hiking and camping with our dogs. It’s our escape. So, last year, we took a trip up to the beautiful Grayson Highlands in western Virginia for a quick weekend trip with a couple friends. Hiking along those exposed ridges…
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Service Certainty

Who has better pizza, Domino’s or Papa John’s? I do a lot of presentations about these companies and when I pose this questions to audiences, usually they’re split right down the middle. Personally, I’m a Domino’s fan. From a value…
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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…