I hope the re-open momentum doesn’t overwhelm good sense and science. It’s understandable to want to get back to work, worship, and events (and I really miss good restaurants). On [...]
Tomorrow is officially back on the calendar. Businesses will dig out from sheltering in place. They’ll be coming from a feast of selling emergency services to essential businesses in the [...]
As of April 3rd, 2020, it’s a cliché to say life and work will never be the same after COVID-19 but it’s still painfully true. For service contractors whose bulk of business is with [...]
Let the inevitable coming of spring refresh and reinvigorate us from the winter of COVID-19 and help us retain the lessons learned to prevent the next pandemic. However, the New Normal [...]
This isn’t as strange a question as it sounds because many (most?) B2B service contractors confuse “goal” with “purpose.” Ask contractors what is the point of [...]
Q: What is the single solution to retaining B2B service contracts? A: Do more, now. Yes, it’s a trick question and a Sisyphean answer. But the truth is whatever service contractors do to [...]
We live and work in a culture and time swimming in new technologies, many of them little more than hyper-hyped optimism. Tech-hype has warped service expectations when B2B customers [...]
Account retention: Whose job is it anyway? All B2B service contractors face the challenge of retaining customer accounts to survive – and yet rarely structure or resource themselves [...]
Incumbent contractors in the B2B service world know winning the work is just the beginning: It’s the initial, necessary milestone in the lifetime of the contract and customer relationship. [...]
