Henry Clifford is president of Livewire (www.getlivewire.com), an integration firm in Richmond, VA.
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.”
We’ve begun offering all new clients proactive and reactive support plans. Why is it so important to offer both options to all customers? Look at the insurance industry. A healthy insurance company needs a good mix of clients who make no claims, some claims, and heavy claims. By selectively offering remote support in the past we’ve ended up only signing up our heaviest users and can...
Losing a key employee is never fun and made worse when they leave things undone and don’t cross the finish line. We decided to learn from a recent dust-up and wanted to share our experiences in the hopes we might save another business a few headaches.
Have you ever begun a new year with lofty goals and ambitions only to fail at achieving any of them? Just like New Year’s resolutions, annual business goals look great on paper, but rarely go according to plan. We changed that this year and you can too.
Dear Local Builder: it’s us, your local home technology professionals, we’ve been growing this year, and 2017 looks poised for even more expansion (thanks in large part to projects we have cranking with your competitors). We’ve been doing some thinking about why you won’t talk to us. A few thoughts came to mind.
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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