No one can make you serve customers well. That's because great service is a choice.

The productivity of a work group seems to depend on how the group members see their own goals in relation to the goals of the organization.

For a manager to be perceived as a positive manager, they need a four to one positive to negative contact ratio.

The best minute you spend is the one you invest in people

Customer service should not be a department, customer service is everyone's job.

Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?

Everyone knows that not all change is good or even necessary. But in a world that is constantly changing, it is to our advantage to learn how to adapt and enjoy something better.