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 | 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 | Jun 17, 2019 | Customer Value Creation
Cost of product failure When your product fails, it costs your customers money, and the longer it remains down, the more it costs them. And sometimes, the customer’s cost is not only money but also customer retention or employee stress. And often, they wish they had a...
by Sam Klaidman | Apr 23, 2019 | Customer Loyalty
Every business messes up. Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies...
by Sam Klaidman | Oct 29, 2018 | Growth
Introduction A corporate executive must understand why customers buy products and related services. Most capital equipment manufacturers have learned that equipment margin contributions are crucial, but aftermarket services margin contributions are at least twice as...
