Customer Service

stuartmiles99 via Getty Images

At What Point Does Being Helpful Become Complaining?

I am a consultant, but unless someone asks me for feedback on things, I don't offer that. When I attend a conference, I focus on the positives, not what they could do differently. When I am at a friend's house, I compliment my host, not offer decorating ideas, and when I am working with a coworker, I don't assume I know the best way to do things; I appreciate there are many ways to get things done properly, and my way isn't always the best way.

Managing Their Expectations

I was consulting for a luxury car dealership not knowing what to expect. I'm one of those people who think "just get me from point A to point B - fancy hubcaps won't make it drive better". I drive an...
Alamy

4 Ways to Provide Better Customer Service in the Digital Age

Canadians love to complain about bad customer service. Twenty years ago, that might have meant griping over the phone or telling the tale over dinner. Today, that sharing can spread far and wide in the moment it happens over a myriad of social channels -- with photos to add flair. Businesses are taking note, not simply so they can provide good service, but so they can give customers the right service.
Getty Images

The Ford Family's Customer Service Mantra Is A Waste Of Time and Money

In a world where government bureaucrats continually treat residents as "taxable widgets" instead of citizens and where process overrules logic and common sense, the Ford family's apparent commitment to servicing every constituent complaint is not only refreshing but exactly what some constituents are looking for. The question though is whether or not it is the right approach to a growing and vibrant city.
Getty

How Parenting Relates to Business

Years ago in another life, I used to teach a parenting course and lately I am finding that the lessons I learned and taught in that program have some relevance to what I see today, and especially in running a business.