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Bill Hoeg
- Sep 14, 2022
- 3 min
Got Engagement?
I often see the lack or fear of delegation when working with dealers. Usually, it’s because the owner/leader is a “Doer” and feels it...
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George Russell
- Aug 27, 2021
- 3 min
How Will Your People Take Care of Your Customer? It’s T.E.A.M. (Work)
Here is the inescapable reality: your front-line employees are the direct link between your company and your customers. To achieve your...
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Daniel Surprenant
- May 30, 2021
- 3 min
7 Step Customer Service Process — Creating the Right Culture & Attitudes
Successful businesses of the future will need to rely on solid customer service processes. In an industry where relationships still...
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George Russell
- Mar 26, 2021
- 3 min
Catch & Release or Catch & Keep
Can fishing help you appreciate the value of customer retention? If you’re “just fishin’,” catch and release is OK. But if you want to...
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Bill Mayes
- Jan 28, 2021
- 5 min
Focus on Satisfied Customers, Not Customer Satisfaction
We begin the 12th year of writing this column and look forward to the theme of Creating a Customer Centric Culture. With almost 100...
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