Question: How do you build an outstanding company?
Answer: Start with a commitment to establish a culture of delivering outstanding service to your customers. “OK, fine”, you say. What the heck does that mean and how do you actually do that? The two most important prerequisites are:

The top leadership (President/CEO) must be convinced that […]

Would you like to know how to deliver five-star service to your customers? In the same way that a competitor can reverse engineer a product to understand how it works, we can perform a similar analysis on services. The obvious motivation for doing this is to improve the service that you provide to your own […]

A major component of great customer service is the initial first impression that a business makes with its customers. But, wait! Often there are actually several unrecognized opportunities for businesses to make a great first impression, and then another, and then another with the same customer!

Recently, my better half and I spent a week on […]