>Where did being courteous to a customer go?  This past weekend attempting to complete some household projects,  I encountered employees in different businesses who really didn’t seem to care one iota about me as a customer and how I felt about them and their company. It started with the computer store.  After spending a nice sum [...]

> Companies that have service standards are not strict and rigid.  Companies that have service standards are not stifling creativity in their service delivery.  Companies that have service standards are not restricting innovation in the customer experience.  Service Standards are empowering and make the job of the employee and the manager so much easier.  Why?  [...]

> Reflecting on this past Fourth of July weekend, there were several moments that caught my attention that I believe exhibit the values and actions of great customer service. The first was the Casey Anthony case.  Such coverage, such a spotlight, not only on the judge, attorneys and Casey, but also upon our local Orlando [...]