Entries by Billy Marshall

The All-in-one Software Fairy Tale

  There is no such thing as an “all in one” software application for anything.  Like a unicorn, it is a neat idea (who wouldn’t want a friendly horse with a horn) that is nothing more than a fairy tale. Yet it is probably the most popular unicorn that commercial service contractors (and others as […]

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5 Questions to Help Service Contractors Build More Valuable Businesses

Much of the popular culture in management consulting today is focused on the customer experience. Matt Dixon, the author of one of my favorite management books, The Challenger Sale, is spending many of his cycles promoting another of his books, The Effortless Experience.  Shep Hyken is a customer service guru with a new book called The Convenience […]

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Service Contractors: Grow like a software startup

Every Sunday evening I receive an email from the software investment banking team at Key Bank Capital Markets. The subject line of the email is “Software Valuations,” and the email contains a link to a weekly report that details the valuation metrics of about 100 different software companies. All of these companies are public corporations, […]

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Good is Not Good Enough – How Amazon Raised Expectations to Feel Good for Commercial Service Contractors

Several dozen books (at least) have been written about the Amazon phenomenon, and I could probably go on and on myself about the lessons that can be drawn from its success. The lesson for the service contractor is that making your customers feel good about your service will likely lead to greater riches for you […]

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Tellin’ ain’t Sellin’ – Every Customer is From Missouri, So Show Them Something!

When your salespeople call on customers, what are they pitching? What do they present when they get that rare opportunity to show a high-profile prospect the benefit of working with your company?  While I have not been in the room often when a commercial service contractor is pitching a customer, I have seen hundreds of […]