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...
by Sam Klaidman | Aug 1, 2019 | Growth
No matter what you sell, one of your most important decisions will be what pricing model to use to set the price you charge the customer. And if you’re in the B2B space selling complex or custom products, the decision you face is formidable. B2C vs. B2B Pricing...
by Sam Klaidman | Jul 31, 2019 | Growth
Who’s your customer? To identify your customer try this experiment. Ask your service technicians and phone support agents to tell you who is their customer at a few of your largest accounts. Then ask the same question to the salespeople who sold and service...
by Sam Klaidman | Jul 24, 2019 | Growth
A large part of the job of a Service Executive is to grow your service business. This is true even if you are not a profit center, especially if you are one. And the key to successfully growing your business is to focus all your planning efforts on customers and...
by Sam Klaidman | Apr 1, 2019 | Growth
What do desired business outcomes and KPIs do with a reasonably complex road intersection? Both are tied together by Lewis Carroll’s quote, “If you don’t know where you are going, any road will get you there.” If you don’t know the...
