As a salesperson, I tend to focus on big-picture items. This seems to be typical of my kind, so I'm satisfied in making such a sweeping generalization of not just myself, but on my sales brethren. We have support and engineering teams for a reason. Today, however, I witnessed a detail open up a conversation/sales meeting....and it was offered up by someone on the sales team. A client was explaining how their current carrier had caused them much heartache....let's call that carrier Qworst (totally made up name, so there). A counterpart of mine explained our process for classifying "chronic" in relation to trouble tickets. Here's how it played out: "1st trouble ticket is listed and brought to resolution. 2nd trouble ticket is reviewed by support. 3rd trouble ticket and we classify as 'chronic', and redesign the entire circuit with the LEC (go look it up)." ......."really" replied the client, "Cool".....the conversation changed..
The thoughts of an aging technology consultant.