Jun 22, 2019

Who are you listening to?


I had a fascinating conversation recently with a senior executive of a well known company. Like many sales organizations, there is a headquarters staff of 300 but the sales are generated by sales teams around the country. Of those in the main office, there are only three individuals who have had experience in the field: working with customers; selling product and seeing the projects they sell...
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Jan 10, 2017

In serving our customers it is often the little things that count the most


Serving our customers is a goal that every organization would say they have. And many organizations do it very well. But we often don't realize how the small things we do or don't do directly impact customer service. In fact, some of those small things don't even seem to relate to customer service - but they do!

Let me give an example. In working with an organization that does excellent work there...
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