Category Archives : Management

1.  Make your customers feel important.  Call your customers by name. Ask about their families, vacation pla

If we asked your managers and your front-line employees what makes your company different and better, what wou

Most businesses say it’s their customer service that sets them apart. How many times in the last 30 days hav

Different needs motivate different people. Some of us are motivated by power, others by the need for achieveme

The “Magic Formula” for creating a customer-focused team = A + B + C + D + E  . . . . What?  There real

Every customer who either walks into or telephones your business has a need. If your employees satisfy your cu

Who doesn’t like change?  At the beginning of almost every training session I ask for a show of hands from

These are challenging times for customer service.  Not just because of the economy, but because communication

Haven’t most of us heard one of our elders say, “Practice Makes Perfect!”  The wisdom of our elders mos

For most utilities, product knowledge and experience are important to both the company and the customer.  And