by Sam Klaidman | Apr 14, 2014 | Growth
A visit to an unhappy customer About 25 years ago, when I was in my first VP of Customer Service job, I received a call from our Southeastern Sales Manager. He told me that one of our largest domestic customers was unhappy with my prices for our service contract. He...
by Sam Klaidman | Apr 7, 2014 | Growth
Leaders of a company, division, department, or project have to accomplish many things right to achieve their current success. They also had to do many things correctly many times. All these experiences become habits that we tend to fall back on when making decisions....
by Sam Klaidman | Mar 31, 2014 | Growth
This post describes what happens when someone is not satisfied with Consistent Experiences. Imagine driving to work on Monday on the same route you have driven for five years. You see a traffic light change from green to yellow, and for a split second, you think about...
by Sam Klaidman | Mar 16, 2014 | Growth
When servicing your company’s products, your customer has only three choices – you (either directly or through an authorized service channel), an independent service provider, and in-house service. In most cases, there are only two viable alternatives – you and them...
by Sam Klaidman | Mar 3, 2014 | Growth
When strategizing on revenue growth, success requires outside-the-box thinking. If everyone is shooting for the same goal and frequently goes into coast mode when they achieve that level, then eventually, everyone will do the same things, and no one will have a...
by Sam Klaidman | Jan 20, 2014 | Growth
In The Beginning A Sales and a Service Vice President walked into a bar. They were from a Boston-based high-tech company in the San Francisco Bay area attending Jane’s annual Sales meeting. When they sat down, Jane said to Dick, “Tonight’s meal is on Sales.” Dick was...
