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Sid Chadwick
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2) Reporting all missed customer opportunities.
Recently I interviewed about a dozen key employees at a prospective client. During one-on-one sessions with CSRs and sales reps, I uncovered numerous jobs being returned to customers for “lack of proper equipment and resources.” I asked, “Is anyone tracking how often this is occurring, and the details of who and what? The fact that this organization has averaged more than 10 percent revenue growth, and an improving bottom line, to me is irrelevant. (P.S.: No one was tracking the amount of work being returned.)
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Sid Chadwick
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