While teaching a class recently, we were discussing how providing good customer service can sometimes be difficult.  One of the attendees made a comment about how salespeople had it very tough because their main job was to separate people from their money.  I immediately stopped him and said I totally disagreed.  I went into a … Continue reading Sales is a service … at least it should be.

The other day, I was playing golf – or in my case chasing a little white ball - with a friend and we were paired with a couple of guys to make up a foursome.  We all got to talking about what we did for a living, and when I told them that I worked … Continue reading Service Needs G.A.S.

The image here is from Tom Peters, the iconic management guru and writer.  He is one half of the creative force behind the groundbreaking book, In Search of Excellence. When I saw this image on the banner of his website, I immediately thought it to be the most succinct way of making the business case … Continue reading It’s Simple!