Sunday, April 29, 2012

The Frontloading Crisis

I recently met a computer programmer who does government contract work.

When I asked about the state of the industry, he complained that most of his competitors were frontloaders. Not being familiar with the term, I asked him to explain.

He said their entire business model is getting the business. And that’s it. Nobody said anything about actually delivering. Once they get what they want, they collect their commission, throw the rest of the carcass back in the water and move on to the next guppy.

Like the waitress who delivers your food, then disappears for twenty minutes. Like the salesman who writes your policy, then never calls back after it goes through. Like the direct selling rep who signs you up, then conveniently turns you over to his supervisor. Like the moving company who takes your credit card info, then never calls to let you know their arrival time. Like the insurance agent who wins your account, then gouges you by raising prices at subsequent renewals. Like the factory who bids extremely low, then cuts corners to recover a profit margin. And like the consultant who books your contract, then magically reminds you of her no refund under any circumstances policy.

Those are frontloaders. And while their actions aren’t illegal or unethical, they’re still unacceptable, disrespectful and classless. That’s not the way you treat people and that’s not the way you do business.

If you make the choice to serve, consistency is far better than rare moments of greatness.

Who have you forgotten about?

For the list called, "13 Service Phrases That Payses," send an email to me, and you win the list for free!

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Scott Ginsberg
That Guy with the Nametag
Writing, Publishing, Performing, Consulting

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