by Sam Klaidman | Feb 28, 2020 | Growth
The U.S. economy still appears to be strong. Yet, there are enough negative indications that business leaders and economists are beginning to predict a downturn or recession in the next 12-24 months. If your business has not already started recession planning, you...
by Sam Klaidman | Feb 13, 2020 | Growth
Brief excerpt The three types of post-shipment that are extremely valuable for cost reduction and repeat business are: Warranty data Customer feedback data (surveys and random comments) Technical support and field service notes and records This article first appeared...
by Sam Klaidman | Jan 29, 2020 | Growth
What is Recurring Revenue? Unlike individual sales, recurring revenue offers predictable, consistent, and reliable revenue at specific, repeating intervals into the future that, while not necessarily guaranteed, come with a high degree of certainty. Here are four...
by Sam Klaidman | Jan 6, 2020 | Growth
Introduction In our service businesses, our customers expect us to perform exactly as we (our company, our brand, and our people) promise. This means having a Say:Do ratio of 1! Nothing more and certainly nothing less. Customers are paying us for more than value for...
by Sam Klaidman | Dec 17, 2019 | Growth
What Is The Right-to-Repair Movement? The right-to-repair movement includes all the different ways equipment and consumer goods owners fight back against OEM’s aftermarket service policies that excessively burden their maintenance costs. While most right-to-repair...
by Sam Klaidman | Nov 21, 2019 | Growth
The reality in industry today is that product margins are declining, and services margins are rising. In fact, in many industries, the two margins have reached parity. If you manufacture and sell a complete product to an end user or a channel partner, you either...
by Sam Klaidman | Nov 19, 2019 | Customer Loyalty
Introduction When discussing customer satisfaction, we eventually discuss how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies that...
by Sam Klaidman | Oct 29, 2019 | Growth
What to do Before Launching a New Product or Service If I asked you, a senior service leader, if you talk to customers and prospects, you would no doubt answer with a loud and resounding “yes!” Then, if I asked why you talk to them, you’d probably give me one or more...
by Sam Klaidman | Sep 12, 2019 | Growth
In her song “Big Yellow Taxi,” Canadian singer and songwriter Joni Mitchell wrote: Don’t it always seem to go That you don’t know what you’ve got ‘Till it’s gone That’s exactly how people feel when their manufacturing equipment fails. Illustration inspired by The...
by Sam Klaidman | Sep 10, 2019 | Growth
The opening line of Charles Dickens’ “Tale of Two Cities” is “It was the best of times, it was the worst of times.” Another famous, and more contemporary, quote is “When life gives you lemons, make lemonade.” What do these two sentences have to do with service growth...
