Why is why so powerful? Because it enables you to get to the root of a problem, rather that applying superficial band-aid solutions that solve nothing. Rather than accepting the first reason for a problem you respond with a question starting with why. If you respond with at least 5 ‘why’ questions there is a…
For some obscure reason it has been decided (by whom I do not know) that October is small business month. Never one to miss an opportunity for a celebration I thought we should celebrate Canadian business. And so let me introduce you to two of Canada’s many successful businesses. In just 30 years these 2…
We all want to give our customers the very best service. Unfortunately, Murphy is lurking in the shadows to ensure that whatever can go wrong will go wrong. And Murphy was an optimist! So despite our best effort things will go wrong and a customer will experience bad or horrible service from our company. When…
“Do you provide good customer service?” We ask every business owner who crosses our path that question. Not surprisingly, they all say yes! Who would say no? We all believe we provide the very best customer service, but do we? Or more importantly do our customers think we do? There are five levels of customer…