Zero-Based Servicing
The economy’s outlook is bleak and the bottom isn’t in sight. Optimists say it’s six months away. Others, two years from now. And that’s the bottom, few are guessing when we’ll get back to where …
The 4 Continents of the Service World
We’re 8% into the 21st century and it’s time to map the continents that make up the contract service world. Charting these land masses helps customers and contractors get more from their investments. The four …
Scenario-based RFPs: Time to Change the Game
There’s no doubt putting a service contract out to bid is a game. The Request for Proposal (RFP) process is adversarial by design. On one side is the customer, contract in hand ready to award …
Gap 5 & Roswell
The secret hidden in Roswell’s hangar is not an alien body or spaceship. It’s Gap 5. Gap 5 is the reason services fail. The bigger the gap, the harder to satisfy customers (aka end-users). And …
The 5 Service Dimensions All Customers Care About
Service providers want to know what customers (internal or external) care about. Service quality is a good guess. Price, and to a minor degree product quality, also count. But for service providers, customers care most …