“There is strong empirical evidence that the vast majority of enterprises, when measured in terms of their effective use of people, work at 20% efficiency - or worse!” author Peter Rowe on Solving the People Puzzle.

This article answers the challenges faced by "technicians fixing things for people" and outlines a proven process for those in a wide range of service industries to positively manage and develop their relationship with their Customers. It was originally contributed to the prestigious Bosch Future Workshop magazine for circulation to their Service Dealer Network, and beyond into the broader vehicle service industry,

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