I don't really get into reviewing or showcasing the tools I use to run my business, but there is one I have to share because of how much it means to me. It's a WordPress® plugin called Easy Digital Downloads (EDD), and it is what I use to run all of my product sales and funnels. I selected it severa...

Below are the threads of a chapter for my upcoming book Agile Service Delivery: The Ultimate Secret to Making Work Flow, spawned from an email sent to me asking for clarification on service boards/queues.

I was recently asked what it is that I recommend for how to set up service boards or queues ...

We live in an experience economy, and this means that the customer has a significantly different idea of what their customer experience (CEX) should be than ever before, regardless of what business you're in.

So I ask you, if you're not talking about CEX with your customers, who is?

The most power...

For any software development or IT company, technical debt is always accruing, and that debt is forever mounting interest. Technical debt means something a little different for IT service providers than it does for software developers, but it's largely the same thing. If you want to know if you've c...

It's time we had the talk. The talk about CEX - Customer Experience!

Although it's now easier than ever to get the customer feedback and gauge customer satisfaction (CSat), it's just not enough. We live in an experience economy, and it's becoming more and more apparent that, to the consumer of our...

At almost every event where I present for the IT service provider industry, I hear someone asking the question, "How should I be pricing, and how do I keep from changing my offerings up too frequently?" And I always say, "You price on value and you change as often as needed!" The responses I receive...

From a post on Facebook comes this case study in Customer Service on the company Meineke, more specifically the local shop run by one Tyler @ 2436 Gulf to Bay Blvd, Clearwater, FL 33765.

You've heard stories like this. Here's another...

I was going to start this rant with a bit of my own backgro...

One of my favorite things to say is, "You have to know the next five people you're going to hire or steal." By this, I simply mean that you must know who your next hire is. Ideally, the next front line money-making tech or engineer, but this can apply to the sales team, admin, or any other departmen...

What are the values you and your team actually live by in your business? To ask it another way, are the values you and your team live by the ones you've called out in your vision statement? It matters because these are two very different things. We have "these" values called out but "these" are the ...

I’m so tired of hearing PSA implementers, coaches, and IT service providers saying, “We have to focus on the SLAs so that we never break one!” That’s actually really a bunch of very backwards B.S.

Where do the PSA implementers get it from? They get it from the PSA vendors. Where do the coaches get ...

The business world is filled with competitive people. That’s human nature – it is the way it is. If people don’t compete to sit on the “business throne,” there won’t really be an incentive to make great things, will there?

That’s why our world advances faster every day – competition. When you have ...

Strategy is essential to the sustainability of a business. Formulating it might not be as exciting as leading people or marketing your products and services, but at its core, your business strategy is the beating heart of the entire organization.

The 2013 US Census reported that over 6 million smal...