Why Quality Assurance is Not Enough

How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance...and still lose valuable customers?

Stretching Your Sense of Service

If you provide internal service, do you reach across functional lines, or stay stuck inside your departmental 'silo'? Is your communication with colleagues and partners positive, proactive and persistent?

Keep Your Suppliers Eager With a 70/30 Split

To keep your suppliers on their toes, try this smart tip I learned from the Group Purchasing Manager of Asia Pacific Breweries. Whenever he contracts to purchase items from more than one supplier, he gives one vendor 70% of the total purchase, while a second vendor gets 30%. And he tells them both...

Moment of Truth or Moment of Impact

Moments of truth are all those times when customers experience and evaluate your service. Work hard, do a good job, and customers will come back for more.

The Power of a Pregnant Pause

The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for 'most babies delivered in one year!'

Customers - NO

We were visiting in Gisborne, an attractive small town near Melbourne, Australia

Beta Means Never Having to Say You're Sorry

I recently heard a technology presentation from a young but experienced CEO of a big 'clicks and mortar' organization. He told the large audience confidently, 'Beta means never having to say you're sorry.'

What to do When Your Customer is About to Explode

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity.

Leave This Place Better Than You Found It

I stepped into the restroom of a large office building before a meeting. The paper towel dispenser had come unhinged and fresh towels were scattered on the floor. Many were wet and had been stepped on by those who came before me.

Feedback is the Breakfast of Champions

Do you encourage customer feedback with hotlines, focus groups and in-depth customer surveys?

Who Put Sand in the Grease

The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease.

You Can't Have Juice With a Special Broiler Meal

Years ago, I frequented a well-known quick-service restaurant for their Special Broiler Meal, a fast-food lunch of broiled chicken sandwich and french fries.

Yes - We Have No Bananas

I stayed in an Orlando hotel suite for ten days. Breakfast was available in the concierge lounge each morning: oatmeal, bread with butter and jelly and an assortment of sliced melon

Have You Learned to Savor the Victory

Making a living usually means generating an income, closing a sale or turning in a profit.