Three Simple Things

Three Simple Things

Since I know that I have a reputation for aphorisms, let’s start off with this one: How you do one thing is how you do everything. Best practices are a drum …

Dashboarding Your Success

Dashboarding Your Success

This month at CCUMC, I will be discussing how Bates College began to turn around its service operations by using data, metrics, SLAs and dashboards. This is …

Operating Through an Emergency

Operating Through an Emergency

Despite our industry’s change from box sales to services, I still see some integrators who don’t seem to understand how a service must deliver value to …

What Makes a Product AV Install Specific?

What Makes a Product AV Install Specific?

From the outside looking in, there doesn’t seem to be much of a distinction between the CE retail and AV install channels, yet the distinction is there. It …

Defining AVaaS for Stagers

Defining AVaaS for Stagers

Over the last year or two, I have been reading with increasing frequency about AVaaS, or “Audio Visual as a Service.” In particular, I’ve been paying …

Solve the Pain, Then Introduce Strategy

Solve the Pain, Then Introduce Strategy

‘Solve their technology pain, then introduce them to a technology strategy.’ That should be the mantra for consultants, systems integrators, and …

The Future of Selling Service to Churches

The Future of Selling Service to Churches

It’s all in the fine print. Most people won’t open up new gear and grab the owner’s manual and warranty information and spend the next two hours pouring …

Service Contracts That Make Sense

Service Contracts That Make Sense

For years, this publication, its founder and many others have been all but begging companies to get into the service business. The days of selling boxes and …