Managing Your Customer That Misbehaves in the B2B Space

dealing with bad customers

Isn’t the Customer Always Right? Actually, no, they aren’t!  In the B2B space, we often find ourselves working with clients and customers to develop and sell our products and services.  And yet, sometimes, things do not always go as planned.  I recently paid a visit to one customer who has started to change the rules as they go.  Despite the contractual commitments

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What is an Internal Customer?

internal customers definition

The Difference Between Internal and External Customers   Several years ago, I was asked a very simple question: “Who is your customer?”   Perhaps I was naïve, or maybe just ignorant, but I replied to the simple question with an equally simple answer: “The people who pay our company money for our products and services.”  He clearly expected my response, because the

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How To Run A Meeting In China and Manage Your Customer

running a meeting in china

15 REAL Tips for Working in China   Having returned from a trip to China earlier this week, I wanted to take a few minutes to share some learnings about how to conduct meetings and work with your customer in the People’s Republic.  Despite some concerns and disagreements before our arrival, my team was made up of several veterans when

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When An Employee Quits: What to Say, What to Do

Letting go employees

Humility.  It’s the emotion you’ll feel the first time one of your employees resigns.  You’ll likely ask yourself a few pointed questions:  Did I do something wrong?  Can I convince them to change their mind?  Are they just using this as leverage to get something they want? All good questions.  When an employee gives their notice that they will be leaving,

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5 Signs You Know It’s Time to Restructure

when to restructure a business

A college professor of mine once told me “There is no book on that.  Sometimes you just need to get in and figure your way out.”  Knowing when to restructure a business is one of those things.  Though there are books on organizational theory and team dynamics, there is no textbook out there telling us exactly when or how we should restructure our companies.  And neither aspect

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7 Types of Capture Strategies That Help You Win

types of capture strategies

A Good Capture Strategy is More Than Just a Good Price Last week, I sat through a disappointing capture strategy meeting.  The sales manager responsible for the territory was presenting a new proposal to the management team and walked us through the opportunity.  Financially, the business case looked good.  The level of risk seemed low, and the proposal was for a customer

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What Keeps You Here?

interview questions

Awkward Question; Inspiring Answers   We were working around the clock in response to a major product recall.  My team was exhausted.  Our customers were furious.  We had been at it for months.  Even though it was December, many of us knew we would have to work through the Christmas holidays to dig ourselves out of the situation.  To make matters

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How Hiring the Right People Leads to Profit

managers resource handbook

How Do You Hire? Many organizations make hiring decisions in very practical terms: Are they willing to relocate? Do they have the required education? Do they possess the minimum number of years of experience per the job requirements? These are all valid questions to ask yourself and are certainly variables to consider when making hiring decisions. But few organizations, in

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The Impact of Technology on Business

Boarding a Flight

        As I waited for my flight to Amsterdam today, I grabbed a bite to eat at the nearby café. It was a late afternoon flight that would get me in around 7PM. Just enough time to get dinner with an old friend, who was to pick me up at the airport. The flight was set to

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You Can’t Be the Worst at Everything: How Understanding Your Value Proposition Can Increase Revenue

managers resource handbook

Companies compete on a daily basis for business and revenue.  Whether you’re a small business, big business, B2B or B2C firm, you will compete every day for the next sale, the next contract or the next service appointment. It goes without saying, though, that not all businesses are the same.  Some businesses are more expensive than others.  Some will have

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How Are You Communicating With Your Customers?

  When it comes to working with customers, there are numerous ways to make a lasting impression.  Sometimes a friendly tone of voice over the phone is all it takes to win a customer over.  Perhaps your quick response time is all the customer needs to give you their business.  And in some industries, taking on some level of risk

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