> I saw a catchy ad in yesterday’s Wall Street Journal by Franklin Templeton Investments that says “Investing today requires bi-focal vision”. Great phrase that can be used in another way from an organizational standpoint: “Investing today requires bi-focal vision looking at both your customers as well as your employees”. Superior customer service is essential [...]

>He had to do it.  He just had to.  There was no way to avoid it.  He (my air conditioning technician) had to tell me (his customer) that my a/c unit was history.  The compressor was locked and after 14 years needed to be replaced.  While the news was not pleasant nor what I wanted [...]

>                                                                             R + R + R Someone once told me the 3 R’s of a great basic education were: reading, riting, and rithmetic, something I have never forgotten. On the subject of service excellence, I believe that referrals, retention, and repeat business are the 3 R’s of great customer service. Referrals come when customers have consistently [...]

> I recently read the controversial “Battle Hymn of the Tiger Mother” and as many, my attention was caught by the story the mother, a Yale law professor, Amy Chua shared regarding her parenting style. As she relates, her family had forgotten it was her birthday and at the last minute they took her to [...]