Seven essentials of a No Surprises culture
Customers are business people – they know that change happens. They know that plans are modified. Changes don’t make customers question our RELIABILITY – surprises do – whether good or bad....
Customers are business people – they know that change happens. They know that plans are modified. Changes don’t make customers question our RELIABILITY – surprises do – whether good or bad....
We were approaching an important product launch that we hoped would address customer issues created by our current product. We had identified key customers who we needed to win before the launch in order for us to start with momentum. One of those customers was...
The only thing worse than having no customer is having the wrong customer. The wrong customer takes more of your time and resources because they don’t have a clear view of what successful delivery looks like. They demand unrealistic requirements because they don’t know what...
In spring of 1992, Lew Platt was named to succeed John Young as CEO of Hewlett-Packard. Prior to becoming CEO, Lew was the executive sponsor for our Boeing relationship. Those of us on that team were lucky to work with Silicon Valley’s low key, genuine...
Once we create a suspicion of value in the mind of decision-makers we earn CREDABILITY by showing the customer how we make our value proposition a reality. In earning CREDABILITY we’re evolving that suspicion of value to an acknowledgement of value. The three primary paths to...
Hiring great salespeople is a priority for any business. When clients ask me what to look for I give them three key traits that I see in great salespeople – they are natural helpers, great at relating to all kinds of people and they’re addicted...
In the sales world, gatekeepers are often referred to in a negative light. You’ll hear things like, “Don’t get stuck in procurement – they’re just gatekeepers” and “You have to get past the gatekeepers or you’re just wasting your time.”...
