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Simon Nynens: I don't want to hear the bell ring.

Heard today at ACCM:
I'm a Dutchman, so they sent me to Harvard to learn strategy. And after all those books and professors, I really believe it is most about execution. For example, I installed a bell. The bell rings if any caller is on hold for more than 10 seconds. They said, Simon, we're a big company, we can't do this. I did it. If our callers are on hold for too long, the bell rings across the whole company. And let me tell you, I don't like to hear that bell ring.
Simon Nynens, Chairman and CEO, Wayside (WSTG), parent company of Programmer's Paradise
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