Cell phones are wondrous tools. Cell phones can also become magnets to our eyes, directing our attention in the wrong direction, as in... away from precious customers. It may not be possible or sensible to ban our employees from using their cell phones. In fact, in...

rWe can learn a lot from what the public is saying about our businesses, products or service. Customers often don't tell us directly their likes and dislikes. Often, customers will instead post positive and/or negative feedback on the internet via blogs, social media,...

Many workers/service providers have no idea how their leader (the owner, manager or company)  expects them to deliver service.  Without proper training, service providers simply flounder. They may not know or understand the following: They have strong influence on the...