12142017Thu
Last updateThu, 14 Dec 2017 8pm

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Business & Management

Ten Commandments of Exceptional Customer Service

Customer Service help phoneIn the 1980s, American businesses were often being outstripped by competitors from other highly competitive nations. Improved customer service was recognized as one of the prescriptions back to health. An organization that came to the fore around that time was the International Customer Service Association (ICSA). The outstanding work of ICSA continues to this day, but the hoped-for improvement in customer treatment isn’t yet what it could be.


Technical Sales: Focus on Solutions

Technical Sales-Focus on SolutionsThe sale of almost any valve has a technical aspect. Even the most basic commodity valve transaction, where a small on/off industrial valve for low-pressure water service is purchased off-the-shelf requires a working knowledge. For example, a low-pressure, manual industrial valve would require the seller to know about fluid flow, piping, metallurgy and other materials of construction.

The Speed of Trust

Speed of Trust“Trust always affects two outcomes; speed and cost. When trust goes down, speed goes down and cost goes up.” –Dr. Stephen Covey

The late Dr. Stephen Covey was considered one of the world’s foremost leadership authorities and authored a book entitled “The Speed of Trust.” At VMA’s 2014 Annual Meeting, Greg Link, senior vice president of the Covey Leadership Center, inspired the audience of valve industry executives to acknowledge the value of trust in the world of business and beyond.

Knowledge: An Asset Worth Managing

Knowledge MgmtWhile most firms are mindful of the importance of managing assets, projects and people, knowledge management is less frequently considered of primary importance when discussing and setting corporate policy. However, during a recent webinar offered by PwC, the importance of having a comprehensive knowledge management strategy was brought to the forefront.

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