customers

  • The Happiest I’ve Ever Made a Customer

    • February 19, 2025
    • Posted by: David Marshall
    • Category: Business, Innovation
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    A warehouse that adopted LED lights. We earned a huge rebate by having a customer revamp our own lighting.

    I’ve been answering questions this month about the angriest a customer has ever been at us or the biggest career mistake I’ve ever made. So now let’s talk about how happy I’ve made a customer. Years ago, Texas utility companies were offering big credits and rebates to their customers for switching out their old industrial

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  • Sometimes You Need to Fire Your Customers

    • November 4, 2020
    • Posted by: David Marshall
    • Category: Management, Measurement
    No Comments
    Measurements will tell you if it's ever necessary to fire your customers.

    I found an old email from a friend, Richard Coyner, who said: “I cannot tell you how many times I have said over my career ‘Don’t bother measuring something if you are not going to manage it.’” There’s an old saying that you can’t manage anything unless you do measure it, but it will take

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