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tag: Service

Does Size Matter? Not Always

4 November, 2015 Posted by John G. Self
The conventional wisdom is that for companies that do business in multiple states or countries size matters when it comes legal representation, banking, tax and audit.  You want to hire an organization that has the physical reach to address your business needs. There are cases, however, when subject matter expertise and experience trumps size, hence […] Read more»

The Moment of Truth:  Is It Personal? 

30 September, 2015 Posted by John G. Self
The key to executing on a pledge of service excellence is that moment of truth when an employee comes into contact with a customer. In the service industry, including hospitals, hotels, airlines and, believe it or not, car dealerships,  each day contains hundreds to hundreds of thousands moments of truth. It is  daunting  to realize […] Read more»

The El Toro Poo Poo Of Business

21 June, 2013 Posted by John G. Self
For some executives, profits are the be all, end all.  That is the reason you are in business, they emphatically argue, to make profits.  Nothing else matters.  Pardon me, but that is a large pile of El Toro Poo Poo, especially the “nothing else matters part.”   In business, it is not enough to be profitable.  […] Read more»