FIX THE MACHINE Why Do Clients Expect Instant Replies? The message arrives at 8:42 on Tuesday evening. It is not an emergency. The client wants to know whether you received a document....
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FIX THE MACHINE Why Do Customers Keep Asking the Same Questions? The third “What happens next?” of the morning arrives before you have finished answering the second. Another customer wants to know...
FIX THE MACHINE Why Does Everything in My Business Depend on Me? At 2:17 on a Thursday afternoon, you decide to disappear. Not for a holiday. Not even for the day. You...