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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…

The Data Gut Punch

January 14th marked the start of the AHR Expo in Atlanta at the 1.4-million sq. ft. Georgia World Congress Center. With 50-thousand attendees, that place was a madhouse. I, along with the rest of the ServiceTrade team, was engaged in back-to-back…
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Why I Write

Shelley Bainter asked me to write this blog post explaining why I decided I needed to write The Digital Wrap and Money for Nothing in support of ServiceTrade’s marketing strategy.  It’s a great question. Interestingly, the books are mostly…
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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…
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Good is Not Good Enough

Amazon does not settle for “good” in the realm of customer service. It is not enough for the customer to simply get what they paid to receive. Amazon wants customers to enjoy the experience in the same manner as a guest might enjoy a good…
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AI, IoT, M2M, Big Data - The Alphabet Soup of Technology Jargon You Need to Understand (Part 1 of 2)

In 1984 I was seventeen years old and working as an usher in a movie theater when the science fiction thriller The Terminator was released. It was a surprise hit, and I must have seen the movie a couple of dozen times. In case you are not familiar…
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Two Ways for Contractors to Attract More Service Technician Job Applications

Your reputation has always been important when recruiting talent because the best techs want to work at the best companies. But the mediums job seekers use to search for potential employers has changed. Word of mouth is still around but pales…

Consistent Results are Worth Billions, Part 2

Read part 1: Fraud Doesn't Pay, But Consistent Results are Worth Billions One day you will want to have some outsider set a value for your business as part of an exit strategy or for the purpose of passing the business to a new generation.…
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Fraud Doesn’t Pay, But Consistent Results are Worth Billions

Bernie Madoff was arrested in 2008 for running what is believed to be the largest Ponzi scheme ever. Over a period of more than twenty years, Madoff had convinced wealthy, high profile private clients like Steven Spielberg and the Wilpon family…