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helloInternal Customers
Internal Customers – They’re Important Too!

Internal Customers You might be wondering – why is it important to make internal customers happy? What difference would it make? Well, if you are interested in finding out, keep on reading! During a corporate stint with a cable television service provider, I happened across a service installer with a not-so-pleasant look on his face. […]

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hellopeople vs process
People VS Process

People VS Process When issues arise because a customer is dissatisfied or a mistake occurs, it’s commonplace to blame employees for the customer’s discontent.  Now I’m in the mindset that most people come to work to do a good job. I believe that most people do not get up in the morning thinking “I’m going […]

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helloWhy is the Customer Angry
Why is the Customer Angry?

Why is the customer angry? I see so much information about how to handle an angry customer. My question is – Why is the customer angry? Are multiple customers angry about the same thing? Does anybody know? I spent a lot of my corporate career asking this question. There would be discussions regarding the need […]

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hello4 reasons for broken business processes
Top 4 Reasons for Broken Business Processes

Broken Business Processes Broken business processes create frustration for employees, customers, vendors, and suppliers. Here are the top four reasons for broken processes that appear during process mapping sessions. 1- Unmet Needs Can Damage Business Processes It is important to know what is required by each person performing tasks within the process. Unmet needs create […]

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