Business Reboot 2020 – Are you ready?
I would venture to bet that most of you are focused on surviving the current situation with minimal ...
Pursue Excellence!
My son, Tony, had the privilege of being part of the theater program at our high school. The kids ...
Small Town Service
This summer we had the privilege of traveling to a small town outside of Atlanta named Ball Ground t...
Can your processes scale to keep up with your growth?
We moved into our current home in Frisco, Texas about 16 years ago. It was a fairly new neighborho...
Feedback Flaws!
Although I applaud most efforts to obtain feedback from a customer, some organizations make critic...
The Amazon Effect
“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear...
Customer Surveys – The Good, Bad, and the Ugly
I am thrilled that the vast majority of organizations have started to realize that it is important t...
Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes”
“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personal...
Top Ten Customer Turnoffs: “Wrong tone of voice or poor body language”
It is said that 85% percent of a message is something other than the words you speak. That includes ...
Top Ten Customer Turnoffs: “Lack of Follow Up”
If you are like me, the older I get, the more important it is to have a system to record when I have...