ChangeForge - Latest Comments

Re: 3 Time Management Tools to Stay Focused

Nick Rogers — Fri, 23 Mar 2012 09:08:10 -0000

Time management tools indeed help a lot to stay focus on tasks that will make you more productive. With the use of a time management tool it can help you limit wasted time when working. Discipline is a great way to stay focus on tasks and ignore work distractions.

Re: Is MNS a ‘Hotty’ or a ‘Notty’? 10 Questions to Ask Your Consultant.

Jim Shulkin — Mon, 19 Mar 2012 20:48:16 -0000

So true Ken. "How to be selling MNS by later this week" has become a big bandwagon consulting specialty. It's low hanging fruit in a sense because it is a whole new, complex and largely foreign arena (MNS) to many dealers. Yet they're all being told they need to get there to stay competitive but aren't given a lot of great options for accomplishing it because it's really not as easy as just buying a little MNS company or deploying a "NOC in a box" program and you're making piles of money. Far too much messaging out there that "it's easy if you listen to me." It's not easy and it's not something you'll be successful in with a "dip your toe in the water" approach either. Just because a consultant knows their acronyms doesn't mean their counsel can transform your business.

Re: Destination or Direction? Why Your CRM and SFA Initiative Failed.

ChangeForge | Ken Stewart — Tue, 26 Jul 2011 17:46:04 -0000

Very well said, Hyas! How do you recommend management teams reduce risk, and what are the most common causes of 'CRM failure'?

Re: The Death of the Copier

Copier Repair — Thu, 14 Jul 2011 04:50:51 -0000

Thanks
for information, I'll always keep updated here!

Re: Destination or Direction? Why Your CRM and SFA Initiative Failed.

Hyas Cinth — Mon, 06 Jun 2011 00:08:35 -0000

We hear all the reasons why we need CRM in our lives yet making CRM a success is a cross between science, art, and even a tiny bit of luck. In fact most times it requires a management team that can take a little risk to reap some excellent gains. Too often when CRM fails no one understands why.

Re: Top 10 Takeaways: 2011 Global MPS Conference

ChangeForge | Ken Stewart — Mon, 09 May 2011 18:19:57 -0000

Hmmm... uniforms, conformity, boot-licking... I see a theme here, Mr. Walters. LOL!

Re: Top 10 Takeaways: 2011 Global MPS Conference

GregWalters — Mon, 09 May 2011 16:34:27 -0000

Okay, how bad is it when I am the one walking around in the corporate 'uniform', asking conformist questions and boot licking the OEMs...wait...that didn't happen.

I'm the one Killing MPS - phew.

Re: How To Create Less Stress In Your Project

Bingo Babe — Mon, 02 May 2011 22:46:05 -0000

I need to try some of these tips. I'm definitely way too stressed lately. Thanks for the post.

Re: The 4 Pillars of Managed Services

Bingo Babe — Mon, 02 May 2011 22:32:07 -0000

Great post on managed services. I learnt something, thanks!

Re: Five Lessons Learned On the Road to Becoming a Guru

ChangeForge | Ken Stewart — Wed, 06 Apr 2011 17:55:26 -0000

Dude, you crack me up! That SNL skit cracks me up, and yes that is a 'hottie in a box', but I'm sure you'll notice a fair amount more clothes are indeed present. ;-)

I am glad you enjoyed.

Re: Five Lessons Learned On the Road to Becoming a Guru

GregWalters — Tue, 05 Apr 2011 19:34:46 -0000

Dude - is that a hottie, in a box? Kinda like, the SNL skit only different?

Ahem - I digress, as usual.

Great stuff - I would recommend that every selling professional become a 'guru' of some sort... in something, anything...

Re: The Secret of How To Get Your Message Out Without Spending Alot!

ChangeForge | Ken Stewart — Fri, 11 Mar 2011 00:53:52 -0000

LOL, Carro! I continue to find distractions in my own life ;-)

I have my daily focus pad I'm using to help me clarify my daily goals...

Re: The Secret of How To Get Your Message Out Without Spending Alot!

Carro — Thu, 10 Mar 2011 22:10:17 -0000

Good topic. There are so many free and inexpensive tools that you can use to build a nice little business. No excuses! Now if I could only get past all the distractions...

Re: Hiring Half-Baked Robots

GregWalters — Mon, 07 Feb 2011 18:46:45 -0000

Robby The Robot - Forbidden Planet and the Id!

Yes, let's keep the "human" in Human Relations.

http://thedeathofthecopier....

the more automation, the greater the need for human contact - simply to remind us we are still human...

Good form.

Re: 3 Team-Building Tools: Technology, Training and Team

Team Building — Sat, 15 Jan 2011 15:15:23 -0000

Many thanks for taking the time to discuss this, I really feel strongly about it and love learning much more on this topic. If possible, as you gain expertise, would you mind updating your website with a lot more facts? It’s extremely helpful for me.

Re: Nuance Recommends Adobe

ChangeForge | Ken Stewart — Tue, 04 Jan 2011 16:21:32 -0000

Steve, first let me say thank you for your passionate response. I am very glad you are so expressive.

Now, please allow me to respond in kind.

1) I'm not insulting Nuance for caring... I'm insulting them for lack of caring. The point is that I waited for an entire month for a response. Would you really accept that as adequate customer service?

2) Nuance clearly states in their sales literature that their solution is the "smarter" choice for those who create, manage and read PDF documents. In fact, they go so far as to claim they have tools and options others don't. Something as simple as rendering a font not to be some elaborate process, but a simple bug. If you are a business owner, and you make a claim that your product is superior than all others (not just one), then recommending inferior products is in fact, malpractice.

3) Evidently, you wanted to put emphasis on my "SELFISH NEEDS" in my business. First, a business, by definition is formed to serve customers while generating revenue sufficient to maintain operations. Second, I've offering my time, effort and energy on this blog since 2008 - FOR FREE. Third, I must've missed the memo that Nuance is a not-for-profit organization...

4) I've managed businesses, customer service centers, software developers, etc... and in my years of doing this, I've gained a healthy instinct for when an organization cares for its customers and when they are simply passing the buck. Going back to bullet number 1, they took almost a month to answer me and then said that another product would be better to use. This wasn't due to some intensive Q&A, it was simply due to the fact the product I purchase was a consumer-focused product and this issue was minimal enough to sweep under the rug.

5) Then you state, "When your customer is floundering on something critical to them and you know that you are unable to help them, the right thing to do is direct them to the solution, even when it doesn't directly benefit you." I completely agree with you! -- all I have to say is A MONTH??? Good thing it wasn't critical in nature, Steve.

6) Do you know how many updates I've had since then? 0 - ZERO... not one contact from Nuance, except to try and sell me on another product of theirs. A company concerned with my benefit would've contacted the customer they cared so deeply about.

I live and breath support. Why? Because I know the only way to survive is to develop long lasting relationships. It's bad when a company doesn't stand behind their brand promise, but the one thing I can't abide is missing the opportunity to make a customer a raving fan.

If you want some examples of a great company, take a look at Aliph, makers of the Jawbone headset. Three times I've had to call them for issues with my headset and they've replaced it, at their cost, three times. They didn't deflect blame, they were happy to talk with me and made me feel like an appreciated customer... for a $99 headset?

So you know what, I tell everyone I know how good the support is at Aliph, and that I recommend their product every time without reservation. So it is that I end this response... Why, Steve? Not because I want to berate you, but because my hope is that you see the opportunity that was missed, and the opportunity you overlooked. You were almost there, Steve... and given you took time to write to me, you really care about this.

So you can leave this conversation with the knowledge that I heard you, and that I care about what you say as a person. I just disagree with your logic in supporting your argument as well as your delivery in personally attacking me. Keep up the passion, and I especially encourage you to continue to have such strong opinions. We need more people in this world who care so very much.

Happy New Year to you, Steve! Best success and I wish you well!

Semper Fidelis,
K

Re: Nuance Recommends Adobe

Steve in W MA — Tue, 04 Jan 2011 13:16:27 -0000

Let's get this straight: you're insulting Nuance for caring enough about your concerns that they have suggested a solution that involves their direct competitor. I'd say that Nuance "Understands (and respects) what their customer is trying to accomplish" (the title of one of your other pieces) in a way that you don't . Whether that means it loses them a customer in the short term, it may in the end gain them loyalty because they were willing to suck it up and admit that they weren't able to meet your needs at that time and that YOUR NEEDS TRUMP THEIR SELFISH NEEDS FOR YOUR BUSINESS. And here's the main point; even if they DO lose business by suggesting you use Adobe for this part of your work at this time, it's the right thing for them to do.

When your customer is floundering on something critical to them and you know that you are unable to help them, the right thing to do is direct them to the solution, even when it doesn't directly benefit you. That's what courageous and ethical businesses do. THEN they take it up in-house to solve the situation themselves in the future IF it meets their business model and goals. At a later date, you can recontact your customer and update them on the changes. It is very likely that the customer will be grateful for your (refreshing) honesty and continue to do business with you.

Re: Empathy: The Bridge Connecting People

ChangeForge | Ken Stewart — Mon, 03 Jan 2011 00:00:47 -0000

Michelle, I originally sourced it from Flickr Creative Commons under Attribution-Only rights, but the link provided to credit seems to be broken.

Re: Empathy: The Bridge Connecting People

Michelle Benegas — Sun, 02 Jan 2011 22:09:31 -0000

Hello- Can I ask where you got this image? I love it and would like to use it.

Thanks!

Re: The Death of the Copier

ChangeForge | Ken Stewart — Fri, 03 Dec 2010 13:53:11 -0000

Thanks for stopping by, and we post regularly here on ChangeForge. Look forward to seeing your opinions and insights from time to time.

Re: The Death of the Copier

Copier Service — Fri, 03 Dec 2010 02:01:21 -0000

Okay article. I just became aware of your blog and desired to say I have really enjoyed reading your opinions. Any way I’ll be subscribing in your feed and Lets hope you post again soon.

Re: Faces of MPS Media? Ken Stewart & Greg Walters Interviewed

GregWalters — Fri, 19 Nov 2010 01:36:32 -0000

Heckle?...who is heckling? Names...I want names, email addy's and pictures...

Re: The Debate Continues On Charging for Assessments, Still?

Randy Bidwell — Wed, 17 Nov 2010 14:52:10 -0000

No cost = No value.

As a "value added" service at no additional charge, I understand, but that dictates that you must already have a "chargeable relationship" for you to 'add any value'.

Re: Feel the Rhythm: Your Customers Need to Hear You!

Outdoor Kitchen sink — Thu, 04 Nov 2010 11:39:16 -0000

Sure the music can influence our behavior. We can think about super market and what kind of music can choose for improving the sells, the marketing is really into this. At the same time we should consider the music influence to our body, for example the heart and blood pressure, the house music has different effects respect the classical one.

Re: SharePoint 2007: Friend or Foe? – 2 of 4 –

limousine service — Fri, 29 Oct 2010 14:08:59 -0000

Sharepoint isn't that user friendly to me. i agree that independent software applications are better to use.