9 Areas Your Organization Should be Auditing
Small business owners invest countless hours in establishing processes to create products and services. These entrepreneurs have a passion for what they do and trust that the people they employ…
Its About The Process – Not The People
Employees go to work every day with the intention of doing a good job. Unfortunately, internal processes impact their ability to do just that! Organizations are responsible for creating systems…
6 Ways To Give Your Customers A Great First Impression!
Some organizations provide a great first impression. Others do not. By first impressions I mean the first point of contact a customer has with an organization. The reality is, customers,…
Do You Know How To Write Business Goals?
Businesses need to plan to be successful. An important part of the business planning process is determining business objectives that are translated into actionable business goals. Goals should support the strategic plan –…
12 Steps to Implementing a Total Quality Management System
Total Quality Management (TQM) is about taking care of customers. Successful organizations have figured out that customer satisfaction directly impacts the bottom line. You need a structured, systematic process to…
How Do You Define Outstanding Customer Service?
Customer service is seen in all industries and across all demographics. It is important because if the purchasers of our goods and services don’t feel like they are taken care…
5 Tips For Dealing With Negative Employee Behaviors
Most of us who have managed people have had the unpleasant experience of dealing with negative employee behaviors. It’s one of those things that just drains the energy out of…
What is FOCUS PDCA?
Have you ever wondered how some organizations grow and capture a large market share? It might be easier than you think. Increased market share is the result of products and…
10 Tips for Dealing with Customer Complaints
Anyone who has a business has had the experience of dealing with customer complaints. While listening to a complaining customer is not something most people enjoy, a complaining customer can…