When you’re just starting or scaling up your IT service business, the instinct is to promise the moon to every client. “We’ll answer every call!” “We’ll fix your issues immediately!” This is especially true for small teams aiming to stand out from the competition. But here’s the cold, hard truth: fo...

Running an IT service business can be an isolating journey. You're constantly focused on the day-to-day operations and putting out fires, all while managing your team. It's easy to get stuck in your own bubble, which can stifle innovation and limit your growth. But what if there was a simple, yet po...

In the IT service industry, one very common problem surfaces again and again: you need access to someone with a ton of IT service experience, but you just can't afford it. The reality is a lot of techs out there today are barely scraping by at a Tier 1 level. They might know a little bit, but they l...

I wanted to share some thoughts on business growth and what I've learned over the years. It struck me that building a successful business is a lot like planning a road trip. You wouldn't hit the road without a map, right? The same goes for your business – you need a clear direction and a plan to get...

I had a client ask me why they shouldn't be using Kill Rate as a daily driver of tech performance. It occurred to me I should turn the question and the answer into a blog, so here you go.

Email from client:

I was talking with Bruce yesterday about how we should be tracking lead time and cycle ti...

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...