Selling Service Contracts Is A Team Effort

Selling Service Contracts Is A Team Effort

A Sales, Manufacturing, and Service meeting about a new customer Imagine you head up the aftermarket service business of a large capital equipment manufacturing business.  One day you and the head of manufacturing received a meeting invitation from one of the...
The Future of Service and Support Jobs

The Future of Service and Support Jobs

In the early 1990’s, I became the Vice President of Service for Oxford Instruments in the Western Hemisphere.  After taking care of some early logistics challenges, like where should I sit and on what, I set up a meeting for the whole team – remote engineers and...
When Your Organization Is Part Of A Temporary Team

When Your Organization Is Part Of A Temporary Team

In Customer Service, we fixate on retaining our key employees.  These are usually our customer facing folks with years of history with our customers and tons of irreplaceable product knowledge.  And we think our relationship with our customers makes us all part of a...