Category: Consulting

Oct 02, 2017

Admin

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 […]

Dec 09, 2013

Admin

During a recent client assignment, I noticed the frequency with which customers found themselves in waiting mode. Waiting to be told what to do next. Waiting to be acknowledged. Waiting to be serviced. Now there’s one thing that customers delight in and that’s being provided with service in a timely manner. Waiting is high on […]

Nov 07, 2013

Admin

Several years ago I decided to relocate to a different part of Houston, Tx. Because I was moving to a newly built home, I chose to utilize professional movers – didn’t want to scratch those new walls! One thing that thoroughly impressed me with the moving company was their frequent reminders and updates. “Mr. Allen […]

Nov 07, 2013

Admin

Once while speaking to a group regarding attributes necessary to deliver a great customer experience, one of the attendees mentioned the difficulty he experienced when attempting to renew his driver’s license. “The employees seemed not to care or be concerned with how long the lines were and the resulting customer frustration.” Now I can certainly […]