What Part of Customer Service is Not Clear?

It happened to me again recently: I was in a situation where I needed to contact the customer service department of a major company. You know the feeling – a product that’s not right, service that didn’t happen, promises that weren’t kept.   You probably also know what happens next. That sense of dread and desperation: I’m about to waste a lot of my valuable time trying to resolve this. And sure enough, the customer service rep on the other end of the line was sure not to … [Read more...]

EntreLeadership – Decision Making for Leaders

Dave Ramsey wrote the book EntreLeadership: 20 Years of Practical Business Wisdom from the Trenches. In one of his chapters, he talks about the steps a leader should take when making decisions. “Leadership is not for the weak and timid; it requires tremendous backbone...EntreLeadership is simply not for wimps.” For me, this chapter was a list of do’s and dont's for making good decisions both personally and in business. We all have made terrible decisions. We all have made decisions by our … [Read more...]

Overcoming Obstacles Using External Resources

At the end of last year, I conducted research to understand how market research is being used in organizations. We heard back from participants that there are three primary obstacles to doing market research: budget, time and lack of internal resources. This is a familiar story for us as consultants also. These are ALWAYS the obstacles to making huge strides in business whether it has to do with our marketing efforts, our administrative processes, or even in launching new products/services … [Read more...]

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