What targets have you set for your team?

As it appeared in the Daily Nation on February 20th, 2018 Many businesses have set very clear revenue and or production targets. These targets are tracked and reported daily. In addition, most sales persons have targets. Every week they submit a report on the status of their sales pipeline. Most call centres also have set […]

Building and Sustaining a Culture of Service Excellence

As it appeared in the Daily Nation on February 13th, 2018 How would you describe your organizational culture? I often pose this question to company executives and to entrepreneurs. Many are hard-pressed to describe their culture. Others describe it in an amorphous way. However, the few that have been intentional about their desired culture, describe […]

Why Customers Never Come Back

As it appeared in the Daily Nation on February 6th, 2018 Every smart business desires to hold on to its valuable customers for life. Unfortunately, not many businesses are able to keep their customers year in year out. Many businesses tussle with customer inactivity and attrition. Some customers only come back once in a while […]