Henry Clifford is president of Livewire (www.getlivewire.com), an integration firm in Richmond, VA.
“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.
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...
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.
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?
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?
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.
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.
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.”
The full BP900 speaker family
BP9060 Bipolar Tower Speaker
A close up of the base of Definitive Technology’s BP9060 and its height-channel module
The iconic Definitive Technology logo.
Looking down at the Definitive Technology BP9060 Bipolar Tower Speaker
An example of the BP9060 speaker towers at home.
The CS9080 component center channel speaker
The back panel of the CS9080
A width up shot of the CS9080
The A90 component height modules
The A90 height module integrated with the BP9060 tower speaker
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