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The Bygone Era of If You Build It They Will Come
The author discusses how companies in industries that have traditionally relied on being the only game in town (sports) or the "newest, nicest, biggest, best" (high end golf) have had to invest in a renewed focus on service and "customer experience" in order to differentiate themselves from the competition.
Technology Contracts – How to Address Development, Protection and Licensing
Rapid growth in the computer technology sectors, specifically Internet and related software and network technologies, have presented an increasingly complex set of issues for business owners and their lawyers. Negotiating appropriate contractual protection is a key practice used by successful companies to maximize the potential value of the transaction while minimizing its inherent costs and risks. What is “appropriate” for any given set of circumstances will depend on the interplay of the company’s strategic vision, the tactical allocation of resources and operational issues encountered. This article addresses procedures for dealing with issues that arise in defining the scope of an Agreement

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Lesson #3: Learn To Put People First
“First and foremost is our corporate philosophy, which we call PSP: People, Service, Profit,” says Smith. “If you're going to run a high service organization, you have to get the commitment of the people working for that organization right at the start. If you don't, you'll never be able to deliver at the levels of expectations of the customer.”
Exceeding customers’ expectations?
If I hear "Oh let's exceed our customers' expectations" one more time I will scream. Usually my response is: ‘Why don't we just meet their expectations in the first place?' Too many times the marketing hype (the promise) does not always connect with the sales expectation set up by the sales team, which doesn't always translate into a service experience we were promised in the first place. We are often left disappointed, jaded and, if it happens more than once, cynical. Too many of us have stories of where we have been let down by businesses not fulfilling our expectations. We see broken promises, exaggerated claims, hollow offerings, no real value!
Selling to CEOs Sales Training Tip 25 - Build Relationship Plans to Capture 100% of Clients' Business
Fulfilling expectations are what keeps relationships solid and useful. To meet your client’s expectations, make sure you know what they are. So as not to be disappointed, make sure your clients know your expectations. Here’s how to make sure.
Amazing Customer Service is not Extinct!
I am optimistic by nature and my cynical side is often suppressed to the point of being clueless according to people close to me. Amazingly, when it comes to customer service, I am very critical of most organizations. I do pay attention and take note of very small details about the service I and others receive. I have expectations that I be treated like I hope to treat the customers that I serve in my own business.

Revolutionary Leadership in Today's Economy Part 1
Today’s leadership is far more complex than just ten years ago. Customers’ expectations have risen, and with higher expectations come the need for organizations to meet those expectations. Thus, leaders now have a greater responsibility to perform and to manage higher levels of performance.

Six Steps to an Effective Business Proposal
For many businesses, especially service based businesses, a proposal is necessary to communicate the price of the service to the client. It becomes the formal document that describes what the service provider will be doing for the client and it also sets the client's expectations for the project. Though the proposal is only one of many steps contained within the sales process, it is an important decision-making point for the client to ultimately decide whether to buy from you or not.

The Opinion that Counts
We always live up to the expectations that we have for our lives. Sometimes, these expectations are those we have of ourselves, but too often these are expectations that we allow other people to place upon us. If we're not careful, we can find ourselves winning someone else's battle while we lose our own war. For years, societal pressure and the media have encouraged us to keep up with the Joneses. Unless your last name is Jones, there is no practical or logical reason you should set your standards based on theirs.

What do You Deserve?
This week I have been talking about customer service and our expectations, and my own experiences. Today I want to share a lesson I learned as I evaluated my own behavior patterns when it comes to selecting vendors and their service levels.
The Realities of Service Excellence during Recovery
The primary focus of your company’s operations especially during a recovery period should be on having uniformly “Excellent Customer Service”. We define Service Excellence simply as “doing what you say you will do”. This involves setting customer expectations and then delivering on them. If Reality Exceeds Expectations then the Customer Will be Happy

Are You A Good Customer?
There are great books on the market about customer service: Raving Fans, Contagious Customer Service and Exceeding Customer Expectations. All good books, however, none address a core issue required for receiving great customer service from vendors and suppliers: be a good customer.

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