Blog

Any time a merger or acquisition happens, there is not only the issue of on-boarding two different sets of employees, but of onboarding two different sets of clients. And sometimes, the latter challenge requires more strategy. When Optimal merged with...

I was on the phone with a prospect the other day and we were discussing cloud options. He said to me: “Yes, I know Optimal Networks bought a cloud company so I’m sure you are trying to get everyone to migrate over.” My response? “We would never urge you...

If you follow my blog, you know that my girlfriend’s car’s transmission just died. What you don’t know is that we bought another car and I was absolutely blown away by what happened during the purchase process. Elaine (my girlfriend) and I had done our...

My girlfriend just found out she needs to replace the transmission in her car. It is going to cost $6000. This, in and of itself, is upsetting because it is a significant investment; what’s more upsetting is the fact that we brought it to the attention...

Wrong. Let’s talk grocery shopping. I love to grocery shop. I am a loyal customer at my chosen grocery store, the staff is always friendly (although I rarely encounter the same person twice), and I have a rewards card which helps inform the coupons I...

Well, does it? What is your remediation plan when your service doesn’t meet your clients’ expectations? The point at which things go wrong—and you begin to respond—is the moment at which your service is judged. For Christmas, I wanted to get my...

I traveled to South Carolina a few months ago to meet some buddies. As always, after I deplaned, I walked over to the Enterprise counter to pick up my car. When I got in my car, though, it was really dirty… so back to the counter I went. The Enterprise...

In July, Forbes put out an interesting piece titled "Why Everyone Should Do Customer Support." Ever since reading the piece, I’ve been thinking about the following line: “By allocating more time to listen you tend to spend less time building and...