Blog

helloListen To Your Front Line Employees
3 Reasons To Listen To Your Front Line Employees

Front Line Employees During my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” More often than not, these words were verbalized by a front-line employee. It’s important to appreciate and listen to your front-line employees. Here are […]

read more
hellowhat is good customer service
What Is Customer Service?

What Is Good Customer Service   While being interviewed on a local radio show, one of the co-hosts posed this question – “Errol, exactly what is customer service?” I don’t ever remember being asked that particular question but here’s my reply -“ Customer service is a methodology that when put in motion, creates a customer’s […]

read more
helloRetaining Employees When Your Company Starts to Grow
4 Steps to Retaining Employees When Your Company Starts to Grow

One of the main goals of a business is to establish a consistent pattern of growth. It’s what keeps the business alive. When a small business experiences the good fortune of an extended growth period, it’s critical to maintain a low employee turnover rate. Here are 4 steps to retaining employees when your company starts […]

read more
helloWhen the Leader is the Problem
When the Leader is the Problem

As an operations/customer service consultant, I get a first-hand view of the internal workings of multiple companies. I have the privilege to observe corporate chemistry – how leadership interacts with employees, how employees interact with leadership, how employees interact with one another and how leaders and employees interact with customers. I get to observe unspoken […]

read more