Do you know how your customers are being treated?

by | Sep 14, 2007 | Misc.

Meeting with a potential client last week for a customer service improvement project, I asked if they monitored their staff’s phone calls. The response was what I hear from 95% of my clients. “No.” When I asked why not, there was some stumbling and...

Even utilities can excel at service

by | Aug 22, 2007 | Misc.

I had a most delightful experience with my water company which shows even monopolies can still exhibit excellent service. But it didn’t start out that way. A few months ago I had a water bill that was four times normal. I immediately called the water bill and...

What’s the value of a master moderator?

by | Jun 10, 2007 | Misc.

You’ve witnessed panel discussions at meetings that were either a hit or a gigantic, boring miss, where the audience members left in droves, or got a lot of work done on the Blackberries. In either case, who is responsible? The organizer who invited the...

Do you want riches from niches?

by | May 21, 2007 | Misc.

Is your company part of a niche? Are you considering going after a small, but lucrative market? There is much money to be made from small markets. Colleagues specializing in tiny topics or industries can set their price since there are so few companies providing...

Turn your liabilities into assets

by | May 13, 2007 | Misc.

Years ago I led a seminar on how to have a positive attitude at work. In the text, “Attitude: Your Most Priceless Possession,” author Elwood Chapman,suggests employing the “Flipside Technique.” The concept is to take something not commonly...