When it comes to faulty behavior, societal trends often suggest we adopt a blame-shifting mindset over a self-ownership model. However, in business it is quite the opposite because the orders usually stop flowing when a customer is dissatisfied...

How to keep customers is not a topic often discussed in business board rooms. We spend a lot of board room time talking about getting new customers. However, we need to spend as much time discovering more ways to increase customer satisfaction ...

Customers can easily tell when they are unwanted. As businesses, we like to think we put the welcome mat out for everybody. However, sometimes we send the wrong message to our inquiring customers. Is it time for your company to audit what you a...

The concept of being an expert leaves little room for improvement. Do we really want put our products and services on a self-proclaimed pedestal, or do we want to come across with an air of humility? 

Are you actually listing a phone number? Are you actually answering calls, recording voice mails, listening to these voice messages, and then acting on them? If you are not managing the phone properly, you are running the risk of creating unhap...