Jeff Thull "The Prime Solution"
I have recently discovered Jeff Thull's Book "The Prime Solution". Very
impressive. Thull recognizes that having a great product and a great promise is nowhere close to enough: not only does a supplier have to have a good product to solve a client's needs, but the ability to implement the promise of the solution.
How many companies sell their product and forget to manage a customer? I recently purchased a Compaq after suffering with Dell's customer service for 3 years. When I had what seemed to be a virus that my virus protection didn't handle, I called Dell, not remembering that my computer was not a Dell any longer. I spoke with 5 different people, placed 3 calls, and was on the phone one hour and 12 minutes (a very frustrating time it was I might add). Finally someone told me that my serial number was not for a Dell computer. OOPS. I then called Compaq, and within 4 minutes my problem was
solved. And that was why I purchased a Compaq and would never purchase a Dell again.
I can get a great computer from most suppliers. But can I get great service? Who will deliver on their promise to truly serve me? In this day and age of limitless suppliers and great products, who is going to make good on their promise to me?
Get Thull's book. It will help you navigate through what you need to do to give your clients the value they deserve through their purchase and the implementation, through to the long term service that the product demands. Good for your customer, and great for your business. Good stuff.
http://www.amazon.com/gp/product/0793195225/ref=nosim/102-9037162-3007309?n=283155
Sharon Drew Morgen
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