Selling M2M Solutions
I have in the past ranted about service. In my business
We stayed at our familiar haunt, the Intercontinental, a five star hotel, so you would assume it would have service levels to cater to a well-heeled travel clientele. The staff is super friendly and very polite – their entire focus is about making your stay more comfortable or enjoyable or satisfying. I did notice one thing however, at the hotel’s morning buffet. I would finish my coffee and although serving staff was constantly around the table, they never offered to refill my coffee cup. It was not an isolated instance. I had several breakfast meetings and told those in attendance to watch for this service phenomenon. It seems like the serving staff was there to serve, wanted to serve, fully prepared to do anything I asked…the only trouble was they had no idea that I wanted another cup of coffee. In North America it is de rigueur to be offered, it goes without saying that we would view this as bad service in our own country.
It got me to thinking about the services that are offered in our M2M space, and I see similarities. We all want to sell hardware,
Services are the holy grail of our industry and lots of people will disagree with my view, but I truly feel that most of the companies, even the largest in our space, have no idea what the customers want and are subsequently building custom solutions for every application. When you build a custom application the first thing you do is try to find other customers who have the same requirements and then sell it to them with tweaks. I really shouldn’t be
That’s the way I see it.