The Problem with “Not My Problem”

My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact, their behavior toward their end-users was almost like older siblings would treat a pesky little brother or sister. They would …

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not my problem

How to be More Patient with End-Users

When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly, one of the most common complaints is that customer service providers aren’t patient with end-users and other customers. Hey, it’s …

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patence is a virtue

How to Manage the Battle Between Sales and Service

Jared, the salesperson for a mid-sized MSP, had been working on a customer deal for weeks. Finally, it looked like it was going to close, but the customer wanted one more service included before she’d sign the contract. Jared agreed to the request without consulting with the service delivery team. When the service delivery team …

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team conflict
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