Service: The Truth Exposed

“Everybody’s excited about the new service economy, even though there is no
actual service as near as I can tell.” – Ian Shoales writing in Intelligent Enterprise

We see the word “service” throughout business literature and jargon, yet never
a clue about what it means. For example, the expression “service is our business”.
What the heck does that mean?

At PPI, we want our employees and customers to know exactly where we set the bar,
so following are our service aspirations:

  1. Prompt estimates with thorough specifications. We’ll honor urgent requests. Otherwise,
    4 hours for a simple estimate, 24 hours (occasionally longer) for complex estimates.
  2. Prompt, within two hours, response to emails or phone messages.
  3. Regular communication:
    • When you can expect an estimate.
    • When your project will be complete.
    • Status updates for lengthy projects.
    • Follow up after completion.
  4. We take the time to thoroughly understand your project and make recommendations
    when appropriate.
  5. Meet expected completion dates. Our on time delivery rate is 99.9%+.
  6. We keep our promises. If we make a promise you can take it to the bank.
  7. Resourcefulness. We take pride in finding solutions to unusual or demanding projects.
  8. Most important of all, to carry out your service expectations, we are committed to
    finding and keeping the most knowledgeable and professional people in our industry. I
    think you’ll agree that we have great folks at PPI.

Of course, we’re constantly looking for ways to improve. For example, we are currently
implementing software that will provide faster and improved estimate communications. And
we’re careful to listen to our clients for suggestions, or even criticism. I appreciate the
opportunity to learn your service expectations.



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My Son, the Bleeding Heart Liberal!

Posted in Political Economics on June 08, 2013

Disturbing(and a Democrat to boot)

Where did I go wrong as a parent? We keep hoping he’ll outgrow this thinking the same way he outgrew his Rush Limbaugh phase. But he’s 36 now so we’re losing hope.

Actually, our spirited discussions about economic and political issues have forced me to carefully examine my beliefs. Our political system is broken and has gotten so murky that it’s easy to get confused. Consequently, I’ve arrived at a couple of core values to help evaluate politicians and legislation.

Core Value 1: Protection of Individual economic freedom.

Historically, America is the place where dreams come true. A country where a person of humble means can achieve success through hard work, resourcefulness, diligence and ingenuity. This made our country great by keeping us hungry and rewarding those who aggressively pushed our economy forward. Our country is best served when entrepreneurial individuals, using resourcefulness, hard work, motivation, and ingenuity, are rewarded with success and wealth creation.

Core Value 2: Limitation on the role of government.

Limit the federal government tCapitalismo very specific areas (eg national defense, international monetary policy) that clearly requires national policy. Our continued expansion of the role of government is a bad idea for the following reasons:

1.     In general, government is a large waste of resources. As Ronald Reagan once said, “Government is like a big baby – an alimentary canal with a big appetite at one end and no responsibility at the other.”

2.     The efficiency of any organization is in indirect proportion to size. Even with the best intentions, the Federal government is so bottled up in layers of bureaucracy and regulations, they can’t go to the bathroom without peeing on their own shoes.

3.     Because government produces very little of actual value (excepting defense and infrastructure), the drag on the economy (currently around 40% of GDP) is substantial.

4.     Not only do government expenditures reduce resources available to private enterprise, the government is busily erecting regulatory barriers to entrepreneurs.

At one time I thought the Republican party subscribed to the above but alas, they seem to have lost their way.

Comments, criticism, and enlightenment is certainly welcome.


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