January 4, 2018 
___________________________ Like many businesses, ours relies on the part-time labour from University students, mostly covering evening reception duties. It is a position that requires answering the telephone in a friendly manner, and efficiently relaying the messages to our salespeople. It can be mundane work at times, but vital as well. A missed call can be costly for both our salespeople, and more importantly – their clients. Matt is one such student, and Matt made an error. While paging out... View Article
August 19, 2014Nationally recognized and successful brands have often become so for good reason. The people who built them are often hailed as titans of industry whose success is rooted in legendary customer service, the willingness to take risks, or often both. Their brands become synonymous with quality, and customers come to take a level of quality – both in product and service- for granted. Most often, the reputations companies acquire, are well earned and we generally accept that their success is... View Article
February 1, 2013My wife, during her career as a teacher, used to comment to me about the importance of a good school secretary in maintaining a smooth running school. She had experienced several, in her particular case, all female. A good one could be the benevolent caring motherly type one moment, and Margaret Thatcher the next. Staying on her good side was well advised whether you were a teacher or principal0. Circumvention was a strictly ‘at your own risk’ proposition. Businesses I... View Article
June 1, 2012Whenever our family plans a vacation, we visit travel sites on the Internet to do some preliminary research. Particularly, I like to read the reviews of other travelers in the hope that I might gain an unvarnished view of a particular property. After all, relying solely on the write up produced by the proprietor, one would expect a biased opinion. Businesses are prone to telling us that they are the best; however, the experiences of their previous clients speak loudest.... View Article
