Service is the act of doing. Support is the act of doing with the interest of your customer’s success in mind. The evolution of service to support, is a really hot topic these days. Steve Riley, our resident expert on support, shared his wisdom on this topic in a two
We surveyed 100 traditional service clients and asked, “What does outstanding support look like to you?” In Part One of “It’s All About Support” we made the case for continuous client support and listed the five steps needed to get ready to provide it. Part Two will address the process to actually
There are five necessary steps for integrators that intend to provide Support Why do so many AV integrators spend their time and resources selling projects and nothing else? Projects come and go, and when they go, you need to refill the hopper with more projects. Projects clog up the warehouse,
When it comes to your clients’ projects there are several steps in the sales process for getting down to what they really need. As a sales and engineering team, it could be easy to assume certain things about a project especially if it appears similar to another project. Navigate’s Bill Sharer diving deep with discovery during the sales process.
Brad Malone from Navigate Management Consulting discusses creating company culture. Malone describes the decisions that need to be made at the top by leadership. How do you incorporate culture and values throughout an organization? What do you do when handling “special” employees?
What is the cost of quality? On this episode of The AV Profession, we talk with Navigate’s Brad Malone about understanding the cost of creating quality projects. How do you get rid of the “done, done” mentality? We also discuss how you can find out how much it’s really costing you to do a job multiple times.
Good management is about making clear and timely decisions so that the business runs smoothly and profitably with as little disruption and drama as possible. Three common deterrents to clear decision making by company leadership are: doubt, fear and lack of structure. Making decisions as you work on your business
