JohnGSelf + Partners, Inc.

You cannot be perfect at customer service.  The real fun comes, I believe, in the trying to be perfect, being passionate about achieving that which is impossible to attain. That companies understand they cannot achieve service perfection but still keep trying, is an amazing thing to me.  Contrast that with the many organizations that harp […] Read more»

In business today, there are two categories of brands – companies with products and services, and executives with professional brands that are shaped by performance, personality and communications/engagement. Last week, something remarkable happened.  Nokia, which once held an impressive 30 percent market share of the critical cellular handset market fell into the arms of Microsoft.  Nokia’s […] Read more»

On Monday when I returned to Dallas from a weekend trip I experienced, first hand, strategy trumping service, producing less than pleasing results.   A Yellow cab driver, first in line, which means she was obligated to accept the first customer, refused to take me from Union Station to my downtown office.  It is not […] Read more»