Category: Organizational Development

Thriving in a Challenging Economy

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I recently stopped by a local deli to have a little something to eat while on one of my weekend bike rides. This deli is in a very upscale neighborhood in a brand new shopping center. There are plenty of businesses nearby to support a lunch crowd and a humongous recreation center just the other side of the parking lot. I soon found out that the deli had been there a few years and that the owner was thinking about selling because business was so bad. I wasn’t surprised when the owner told me this, because he “pooh-poohed” all of…
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Upgrading Customer Service

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From all the indicators, it appears we are at the start of a recovery. Credit is opening up and people are starting to buy again. The key question at this point in the cycle is: how do potential customers decide if it’s you or your competition they are going to buy from? Customer service could be the deciding factor. Customer service is a major decision factor in every purchase. As I’ve said in many articles over the years, customer service comes from the combination of three areas: customer dialog, customer friendly processes, and employee commitment to customer service. You must…
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