It's All About the Tone!

Over the years I have become more in tuned to levels of service from the tone of voice when answering the phone to the response to my questions or problems. I find it absolutely amazing that there are still companies who skip the most important element of their...

Ability to Respond: Do You Have It?

There will be days when nothing goes right!  From employees who don’t show up, to customers who demand the moon, to equipment failures and everything in between.   At the top of the list is of course taking care of the customer.  Whether it’s a late...

What Day Would You Like Service?

So finding myself in need of an air conditioning repair I scrolled online the many who offer this service.  I had heard of several, had experience with a few, but decided to contact the company who originally installed the units in my home 10 years ago.  I had used...

New Client? Get the Right Start!

The ability to develop long lasting productive relationships with clients starts with the first contact you have.  Building long term partnerships takes work and effort by all members of your team, but begins with the business owner and the culture in place. Here are...

Follow Up is the Missing Link in Poor Service

What an extraordinary few weeks it has been.  Helping my clients succeed by listening as they hit a wall and can’t find the way around it is truly  gratifying work.  Sometime the answers are right in front of them. Like last week working with a residential...