Have you noticed that even-tempered Fred is arguing with callers, and sunny Nancy seems disengaged and snarky in Zoom meetings with clients?   If so, you might have a service problem! Don’t overestimate the tolerance of your customers.  Take these steps today to ensure that your clients and customers are customers for life!    Step One:  Review your customer service measurements. Despite pandemic-caused ups and …

If there were a ‘Word of the Year’ for 2020, it would likely be “anxiety.”   For over nine months now, Americans have been grieving the loss of their everyday lifestyle – birthday parties with friends, meetings in person, business and personal travel, and lunch with colleagues.  They have struggled with learning new technologies and work-at-home routines, while losing sleep over job …