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According to Dictionary.com, “responsiveness” in machinery terms is defined as “the ability of a machine or system to adjust quickly to suddenly altered external conditions, as of speed, load, or temperature, and to resume stable operation without undue delay.” People are not machines, but it’s interesting how closely this “system” definition of responsiveness relates to […]

Terri, the church secretary, knows that the copier agreement ends in about a year, and while she’s aware of its upcoming renewal timeline, it’s obviously not something that she thinks about much. The current copier vendor (“Company A”) signed on with the church two years ago, before Terri became the new secretary; that vendor hasn’t […]

I love some good banter or chit-chat – it’s great for informal conversations with friends, family and co-workers. But when is it great for customer conversations? First, let me define “Banter” in a customer context. Think of it as conversation about a topic that most likely has little to do with the customer’s need, issue, […]