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technology service providers

Customer complaints stem from follow-up, not service issues

Of the 1,300+ complaints filed against technology service providers (telecommunications, ISP, satellite TV, etc.) in Missouri and Kansas, 30 percent end with customers requesting the cancellation of their service. These providers undoubtedly observe the impact of that number but may lack understanding as to why it’s so high. Without knowing why, they won’t know the best way to effectively reduce the number of cancellation requests.   Understanding the Pattern At…
execute strategy

Vision or Nightmare: Three Ways Execute Your Strategic Plan

“Vision without action is a daydream; action without vision is a nightmare.” This Japanese proverb captures the business leader’s challenge: how to achieve results from strategy and gain more from the process than a plan in a binder. If your guiding ideas are stranded or devolving into an operational nightmare, here are three ways to move from vision to action. Use a Metaphor Capture your vision and pass it on…
cash cow

Your Business is Like a Cow

One of my favorite small business finance books* is Greg Crabtree’s “Simple Numbers, Straight Talk, Big Profits.” He takes what is typically viewed as a dry, painful topic and makes it compelling — and, more importantly, he cuts through a lot of noise and shares some excellent, practical advice on how to create a profitable business. (*Note: To be fair, my list of favorite small business finance books is pretty…
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