1&1 is a horrid web hosting company
Saturday, 16 Jul, 2011
1&1 is a horrid web hosting company

Last Monday, I got a note from a colleague telling me my blog was down. I tried it, and yes, it was down. Then I tried all of my sites – I have 6 – and all were down. I contacted my webmaster. Seemed the server was down. He called my server and finally got through […]

Compensating our sales folks
Thursday, 14 Jul, 2011
Compensating our sales folks

A recent client is an international B2B company with a very non-optimal – but not unusual – way of compensating their sales folks.
They split the sales team into an Inside Sales group that makes appointments, and Corporate and Field Sales teams to close them. The structure, as well as the compensation, promotes failure: Inside Sales is paid per appointment (with a tendency to […]

Plantronics, Part 2: the definition of un-customer service
Tuesday, 12 Jul, 2011
Plantronics, Part 2: the definition of un-customer service

As per my blog post a few weeks ago, I had problems with a phone I recently purchased from Plantronic. The first fix they sent me was a refurbished product to replace the new one. I refused that, and was then sent a new one. At each step of the way, I told the folks to […]

Where does the buy-cycle start?
Wednesday, 29 Jun, 2011
Where does the buy-cycle start?

The buy-cycle begins with one person with an idea – a recognition that things could be better. Whether from a discussion with a salesperson, idea from an article, or just the exasperation of an every-day issue, one person starts the journey toward a purchase – and meanders, falters, through all of the change management issues that […]

Exchanging a broken product with a refurbished one is not ok
Tuesday, 28 Jun, 2011
Exchanging a broken product with a refurbished one is not ok

I recently purchased my 4th Plantronics hands-free phone. I love these phones. They last for years, and offer me the qualities I need, including a long battery life.
This time, however, I’m not happy, and am being made unhappier daily.
This time, the dial-pad came with several problems, and it refused to reset, or upload, or connect […]

A technology case study: implementing what the customer wants
Friday, 24 Jun, 2011
A technology case study: implementing what the customer wants

In order for any change to occur – whether it’s a decision to purchase a product, or an implementation to add new technology – whatever touches the ultimate solution must buy-in to the change.
Often our focus is on getting the end-result we think we want. We forget that without buy-in from the necessary  people and policies that maintain the status quo, we face the […]