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Many municipalities are taking on the dual goals of streamlining operations and improving customer service. It’s an interesting set of goals since so many people in business assume that improving customer service means adding people, adding services, and adding costs. But customer service done right should facilitate cost reduction. It should do this primarily because […]

I went to the veterinarian last week to take in our family cat – the one that had been in a fight with another cat and didn’t exactly win. Squeaky was on the mend, but the vet wanted to make sure that the antibiotics had worked and that her temperature was down. When we walked […]

Your customers are loyal. They wouldn’t consider going to another business for their products and services because your integrity, quality, customer service, and price are too good. They are loyal to a fault. Or are you loyal to a faulty belief grounded in hope or assumptions rather than fact and proof? What outward signs do […]