Service Agreements Don’t Always Serve

Customers want value, and if your service agreements are confusing, they’ll think you’re just trying to sell them something.

Perhaps my favorite (and most productive) consulting activity is to go on a ride-along. I hop in the truck, or work alongside a team member. I open my ears and eyes, shut my mouth, and always learn something. Afterwards, we debrief and examine what went right and what could be...

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