IT and Business Insights for SMB Solution Providers


Blog Entry
April 9th, 2016 | Karl Palachuk
How to Have a Never Ending Conversation with Your Clientsfeaturing Bob Nitrio - read more
Blog Entry
April 8th, 2016 | Karl Palachuk
A Quick-Start Guide to an Onsite Service Call This morning I posted my latest SOP Video. There are three pieces to every service call: Before, during, and after. - read more
Blog Entry
February 21st, 2016 | Karl Palachuk
Walter recently posted a bad experience on Facebook regarding a contract employee at British Airways. This customer "service" rep uttered one of the worst phrases you can ever speak in a customer-facing position: "It's not my job." There are a thousand other things you can say in these situations, including: - read more
Blog Entry
December 4th, 2015 | Karl Palachuk
You've heard it a thousand: You need a 30-second elevator speech. That way, if you're trapped in an elevator, you can sell like a madman and sign a contract before you get to the bottom floor. We all know what that is. That is stupid. - read more
Blog Entry
December 2nd, 2015 | Karl Palachuk
Awhile back I started a blog called Consultant or Amateur. It is intended for you to use with your end-user clients. I state right at the beginning that I am not looking for clients and readers cannot hire me. - read more
Blog Entry
October 10th, 2015 | Karl Palachuk
Whether you're a brand new company or well established, the name of your company matters. Thankfully, I think new business owners are less likely to give their companies "cute" names than they were 20 years ago. Here's my latest SOP video on Naming Your Company: - read more
Blog Entry
October 2nd, 2015 | Karl Palachuk
How do you perform service call? Seems straight forward. But I hope you don't "just show up" at a client's office. That doesn't help building your branding. You should have a standard approach to a visit in order to maintain quality and give the client a consistent, reliable experience. Here's my latest SOP video for Managed Service Providers: - read more
Blog Entry
September 26th, 2015 | Karl Palachuk
There are two major kinds of mistakes people make with employee evaluations: 1. Not doing them at all 2. Tying evaluations to raises 3. Not giving frequent feedback - read more
Blog Entry
September 18th, 2015 | Karl Palachuk
The astute observer will note that I've started posting weekly videos on Standard Operating Procedures for Managed Service Providers. I've got about ten up so far and I'm posting one a week. - read more
Blog Entry
August 21st, 2015 | Karl Palachuk
I was talking to a coaching client a few days ago about his success converting "break/fix" clients to managed services. He made a very interesting statement about his price list for managed services: It's like a red velvet rope. If you're on the outside, you get treated like "everyone else." You pay higher rates. You wait your turn. - read more


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