Author Profile
Henry Clifford

Henry Clifford

Henry Clifford is president of Livewire (www.getlivewire.com), an integration firm in Richmond, VA.

  • Don’t Be Second in Line to the ISP

    June 19, 2017

    “Have you seen what we’re doing for our members?” asked the clean-cut DirecTV sales rep in our local Costco. I’d heard this siren call many times before but never answered. I decided to play along and take a fresh look at the world of Big Cable.

  • 5 Simple Ways to Work Through Friction With Clients

    June 05, 2017

    We recently ran into a billing dispute with a large client. It’s a six-figure dispute. The client feels that we didn’t communicate a change order, and I beg to differ. Who’s right? Does it matter? Has it ever mattered? The perception matters. 

  • Are You Easy to Do Business With?

    May 22, 2017

    Chances are you started your company fueled by a passion for the home technology industry. Over time, your company overcame new challenges by using the tools at hand without stopping to consider long-term customer-facing effects. My own career followed this path, and I wish I’d focused more on delivering excellent customer service earlier. Here are five key areas we focus on to dif...

  • Let It Go, Say ‘Thank You,’ and FeedForward

    May 08, 2017

    Last week, I attended the Virginia Council of CEOs Retreat at The Homestead in Warm Springs, VA. It was a great event set in stunning outdoor surroundings, featuring excellent ideas for improving a company. I learned the importance of letting things go, saying "thank you" more, and feeding forward. Don't worry, I'll explain.

  • Using Design Retainers to Close More Business

    April 24, 2017

    We just won a $60K-plus job without building a proposal. How? We didn’t sell a $60K job; we sold a complete set of drawings on a design retainer. The client is free to shop the plans around to his heart's content. Will he shop it around? Maybe, but probably not. 

  • Lessons Learned from Losing ‘The Big Job’

    April 10, 2017

    I managed to snatch defeat from the jaws of victory last week. We had a great meeting with the client and the builder told me the job would “basically fall into my lap.” Where had I gone wrong?

  • Help! My Rock Star Employee Just Put In His 2 Weeks' Notice

    March 27, 2017

    Dave had just turned in his two weeks' notice.  Dave is a rock star. The kind of employee you tell the other installers to be like. We love Dave. Thoughts raced through my mind. What had we done wrong? And how do we make Dave happy?

  • Do Your Clients Get Your Mobile Number?

    March 13, 2017

    We can all identify with the pain of having a client text us after hours. Most of us don't have the sophistication to quickly handle a client's issues via text. A lot of our frustration has less to do with getting the text after hours and more to do with our lack of scalable support. That needs to change quickly.

  • Marketing New Product Categories to Existing Clients

    February 27, 2017

    We recently added several lines of business and are focusing our efforts on marketing them to existing clients. It’s much easier to farm an existing customer base versus adding new clients.

  • 3 Strategies for Adapting to the Eroding Middle Market

    February 13, 2017

    My builder cheerfully informed me that he’d been referring our competitor into the jobs where he felt his clients wanted “just the basics.” He said, “So much of this stuff is wireless now, there’s really no need for you guys on more basic jobs.” 

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BP900 Family

The full BP900 speaker family

Full Shot

BP9060 Bipolar Tower Speaker

At the Base

A close up of the base of Definitive Technology’s BP9060 and its height-channel module

Logo Glamor

The iconic Definitive Technology logo.

From Above

Looking down at the Definitive Technology BP9060 Bipolar Tower Speaker

At Home

An example of the BP9060 speaker towers at home.

CS9080

The CS9080 component center channel speaker

CS9080 2

The back panel of the CS9080

CS9080 3

A width up shot of the CS9080

A90

The A90 component height modules

A90 Integrated

The A90 height module integrated with the BP9060 tower speaker