by Sam Klaidman | Nov 3, 2014 | Growth
Our white paper, Because I’m The Customer, defined a brand as the sum of all expectations and experiences. This implies that a consistent message and set of experiences will lock in customer loyalty. However, after an incident or two, the memory of these...
by Sam Klaidman | Sep 22, 2014 | Growth
When we started selling products, we discovered they tended to break and needed to be repaired or replaced. And so began the evolution of equipment maintenance. We quickly learned three things: We can make money repairing stuff. Customers hate to pay to have their...
by Sam Klaidman | Sep 8, 2014 | Growth
When your employees are truly empowered, they put their heart and soul into taking care of your customers while making sure they do no harm to your business. Wouldn’t having a team like that make it easier for you to fall asleep at night? What makes an empowered...
by Sam Klaidman | Aug 25, 2014 | Growth
Every business has competition and even when your company sells its products, you still have competition for your after-installation services. While you think that your company provides the best services for its products, sometimes the best service organization is...
by Sam Klaidman | Aug 11, 2014 | Growth
Does this sound familiar? One of your contract sellers comes to you and says “The XYZ contract expires tomorrow and I have been communicating with the customer for 3 months. Now he tells me that his boss is on vacation for 2 weeks and he has to sign the requisition....
by Sam Klaidman | Aug 4, 2014 | Growth
A brief history of when to perform preventative maintenance When I started in Customer Service and service contracts selling, we always planned to perform routine Preventative Maintenance (PMI) in months 9 or 10 of the 12-month contract period. The reason was that we...
