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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. [...]

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 [...]

Facility service contractors are not known for their marketing prowess – they’re hyper-selective and cautious at best. But for those who market it may seem as if there’s a war [...]

Every supplier I’ve spoken with wants to be a “partner” with their customers. It’s right up there with other cliches, such as “our service is second to none” [...]

This is isn’t about a deranged runway exhibitionist. It’s about suppliers’ frustrations with customers’ behavior in service relationships. Does the following scenario [...]

Welcome to our reality. The U.S. economy is suffering: GDP shrunk 5.5% in Q1 2009 and unemployment rose to 9.5% in June ’09. No one can predict how deep or how long it might last, but some [...]

In an overly simplistic world, say back in high school, if you bought a service you’d sit back and expect it to be done – without any input on your part. Like a massage, or being [...]

“Restaurant Chains Close as Diners Reduce Spending” describes more downstream parts of the US economy adjusting to the recession. And that matters if all your business [...]