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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…

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…

In a current client engagement, we are analyzing their work processes. Now more often than not, this can be very tedious work. The whole purpose of undertaking this task is to…

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…