We won one and lost one today!
The math of business is really pretty simple. If you want to grow you have to acquire and retain clients. I am surprised how many organizations are structured to fail at this. The focus is either on one or the other, not both.
I think it comes down to the right organizational structure and the right incentives and you will maximize your growth. This is where I like to spend my time besides helping to win and keep business.
Getting the organizational structure correct is half the battle. I loved the Zappos book because everything is about the client experience. He gets it and the whole company is tied into client service.
I think I will try to follow his model. How about you?
We are off to a fast start this month so I think things are picking up and we are doing a great job taking care of our clients.
Brick
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