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Most people start off to work each day with some simple goals/objectives and the best of intentions. Unfortunately, days are long and lots of stuff goes other than how it was planned.
When things don't go the way your customer wants them to, even if you've met all your explicit agreements, you're still at risk!. It's times like these where customers will judge you and start making decisions that will affect and your organization -- for better or worse.
Handling it "the way we've always done it" and blowing a customer expectation is the organizational equivalent of painting a large bulls-eye on your back. Next thing you know, you're out of the game for good! The worst part is that many never see it coming.
In this session, I will lay out some of the major areas where service providers are most likely to sabotage themselves and discuss ways to address them before they become a problem.
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