The Frontloading Crisis

I recently met a computer programmer who does government contract work.

When I asked about the state of the
industry, he complained that most of his competitors were frontloaders. Not being
familiar with the term, I asked him to explain.

He said their entire business model is
getting the business. And that’s it. Nobody said anything about actually
delivering. Once they get what they want, they collect their commission, throw
the rest of the carcass back in the water and move on to the next guppy.

Like the waitress who delivers your
food, then disappears for twenty minutes. Like the salesman who writes your
policy, then never calls back after it goes through. Like the direct selling
rep who signs you up, then conveniently turns you over to his supervisor. Like
the moving company who takes your credit card info, then never calls to let you
know their arrival time. Like the insurance agent who wins your account, then
gouges you by raising prices at subsequent renewals. Like the factory who bids extremely
low, then cuts corners to recover a profit margin. And like the consultant who books
your contract, then magically reminds you of her no refund under any
circumstances policy.

Those are frontloaders. And while their
actions aren’t illegal or unethical, they’re still unacceptable, disrespectful
and classless. That’s not the way you treat people and that’s not the way you
do business.

If you make the choice to serve,
consistency is far better than rare moments of greatness.


Who have you forgotten about?


For the list called, “13 Service Phrases That Payses,” send an email to me, and you win the list for free!

* * * *

Scott Ginsberg

That Guy with the Nametag

Writing, Publishing, Performing, Consulting

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