Does Your Company Have Broken Windows?

Malcolm Gladwell’s Tipping Point popularized the “Broken Windows Theory” with a story about New York City in the 1990s. Crime was rampant, but the police force did not have the budget or other resources they felt necessary to address the problem. Parts of the city looked like war zones, bombed and burned out, and New York became notoriously unsafe for ... Read More »

A Dozen Attributes Of Successful Long-Term Businesses

It is no fluke in becoming a successful long-term business. It takes smart as well as hard work. It takes a sense of pride and determination to just do things right. Here is a list of 12 attributes that makes sense for sustainable business success. 1. They are focused on the customer and gather feedback and input from the customer ... Read More »

Hire Like You Are Shopping For A Made- To- Measure Suit

I took part in a panel on Corporate Culture and spoke about the importance of hiring based on fit over experience. The ideal candidate may turn out to be a disaster if they don’t fit into the company culture. “Cultural fit is incredibly important in terms of a candidate’s abilities to use his skills,” says Nancy Rothbard, an Associate Professor ... Read More »

Tips on managing your temper with customers

As an avid and competitive racquetball player, I get into some very heated matches with opponents from time to time. Racquetball is a very fast-paced and intense game and if you aren’t careful, your emotions can get carried away and override your ability to play smartly. How your opponent plays can have a direct affect on your emotional state. For ... Read More »

Do you know what your customers really think of you?

It is an important question that never seems to get a clear answer when asked to most VARs, MSPs and ITSPs. The typical answer we get is that our clients love us because they are still doing business with us. What about clients who no longer does business with your company? Do you conduct an exit survey? Clients are usually ... Read More »

The Importance of Practice

“There are always three speeches for every one you actually give. The one you practiced, the one you gave, and the one you wish you gave.” Dale Carnegie I couldn’t have said it better. Nor have I thought about it quite like that, but Mr. Carnegie is absolutely right. No matter how long or hard we’ve practiced, we always end ... Read More »

Learn About Your Non-Buyers

Spend some resources learning why potential buyers don’t buy from you. The sales universe opens up dramatically once you understand who could be a buyer but hasn’t been reached at all or properly managed. How do you prospect for new clients? Does your message assume that everyone knows how great you are? How many new customers are you getting every ... Read More »

Why Are Manholes Covers Round?

Why are manholes covers round? Is one of the questions asked to the wannabe Googlers.  Google wants to assess creativity and problem-solving. In other words, Google is looking for a quick answer that proves not only the candidate is agile, but logical, adaptable and math-minded. But what these “trick” questions can’t highlight is a quality that Pappalardo sees as not ... Read More »

CRM the Right Way

There’s always a right way and a wrong way to do most things. In fact, there’s typically several right and several wrong ways. So why is it then that many companies seem to choose the wrong way to implement their Customer Relationship Management (CRM) solution? Don’t they read all the articles and white papers we’ve been writing over the years ... Read More »

10 Key DNA Strands of a Successful VAR

Every channel research firm and news media organization talks about the dramatic changes that are happening in the channel. You would have to be living under a rock to not be aware of the current state of the channel. We also know that VARs around the World are also feeling the same pressures. So what? Remember the story about the ... Read More »