Another good rule is that businesses selling a product cannot be managed the same as those offering a service. To me, that means a customer doesn't make contact until there is a problem.
Problems are what drive people to service businesses.
No problem - no need for a trainer. You might say that problems fuel the bottom line profits. The number of satisfied clients leading to referrals and repeat business is universally important. Most business consultants offer up pages of information and yards of lists on how to make your clients happy. We understand that happy clients increase our business, and our profits, by repeat spending, purchasing additional goods or services, and sending us those all-important referrals.