15 Dec 2003
Breakthrough Article
Culture, Fact or Fiction? Contractors that just seem a notch above have one thing in common, It’s culture. They certainly know the definition, and they understand the meaning.
 full text
04 Jul 2003
Breakthrough Article
Customer service, you read about it, preach it, even think about ways to improve it. But how often do you really focus on getting better at it?
full text
05 Mar 2003
Breakthrough Article
When I was responsible for the day to day operations of a commercial service division, March Madness always reminded me of a different type of excitement; the type that comes along after you have just had a winter filled with emergency service calls, repa
full text
01 Jan 2003
Breakthrough Article
A few of the contractors I have been talking with have told me that the start of the New Year is looking very promising to. After last year, I think we all could use a breather in 2003. One question I like to ask anyone I am talking to about their busines
full text
15 Oct 2002
Breakthrough Article
What are you providing and selling in service? Why does our industry and most service companies in it think they can provide so little tangible information to customers? And is there a connection between customers buying lower priced service, and us as se
full text
29 Sep 2002
Breakthrough Article
If were so darn good at service, why don't we dominate our market? How much of the available service maintenance business do you have in your market? 1 percent? 3 percent? 10 percent? More? Less? Do you know? Most large service companies that I have
full text
08 Aug 2002
Breakthrough Article
To train or not to train? No one is born being great at anything, some of us have aptitudes in certain areas, but the bottom line is we either learn from watching, listening or doing. There are all types of tests we can take to determine our dominant lear
full text
16 Jul 2002
Breakthrough Article
Are you the person who only calls when you want something? Have you ever had that relative or friend that only calls you when they want something? Do you remember before caller ID how you use to cringe when you picked up the phone, said hello and then hea
full text
|
