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     Ask Me Nicely – Complying with COVID Measures in Commercial Buildings

    Ask Me Nicely – Complying with COVID Measures in Commercial Buildings

    November 18, 2020

    We may be midway through this pandemic but it will get worse before it gets better as infections surge in flu season; like one train wreck crashing on top of another. Mark Twain said, [...]

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     Rebuilding Trust in the Built Environment

    Rebuilding Trust in the Built Environment

    October 20, 2020

    Building owners and managers are in an existential bind. They have trillions of dollars invested in the built environment, yet many occupants are concerned about returning indoors (55% of U.S. [...]

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     Information Overload: “When and How to Reopen”?

    Information Overload: “When and How to Reopen”?

    June 10, 2020

    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 [...]

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     Runway to Reopen: What’s Yours?

    Runway to Reopen: What’s Yours?

    April 15, 2020

    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 [...]

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     Service Contractors Ride the Rapids

    Service Contractors Ride the Rapids

    April 3, 2020

    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 [...]

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     6 New Normals of the Post-Pandemic

    6 New Normals of the Post-Pandemic

    March 23, 2020

    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 [...]

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     Service Expectations Changed: Technology-Hype Warped ‘Em

    Service Expectations Changed: Technology-Hype Warped ‘Em

    February 5, 2020

    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 [...]

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     When does it Hurt Enough to Improve Account Retention?

    When does it Hurt Enough to Improve Account Retention?

    January 12, 2020

    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. [...]

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     One Simple, Stupid, Secret to Raising Win Rates

    One Simple, Stupid, Secret to Raising Win Rates

    December 11, 2019

    The B2B sales game is high-stakes, black-and-white when it comes to the short-term (won/loss), and complex when it comes to the long-term impacts of customers’ perceptions (credibility, [...]

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