On Customer Service

On Total Quality

On Management

On Leadership

On Personal Development



June, 2009




I have been an employee, a supervisor, a manager, a leader, and a coach. Over the last 30 years, I have been a participant in small and large business teams. I have worked in specialty stores as well as major retailers. My duties have included - but have not been limited to: merchandisng, operations, distribution, accounts payable and receivable, human resources, P&L management, training, etc.

During this time I have also helped customers - internal and external, and have attained a passion for delivering customer service that surpasses the expectation. In my personal dealings with customers, I try to always leave a 'lasting impression'.

I have formed definite opinions of what GOOD management and BAD management looks like. I have adopted the belief that a Total Quality approach to business is the best way to attain success, internal and external. I have shared my belief with supervisors and employees alike in he hope that processes can be implemented that enable the organization to Excellence in customer service and unparalleled customer satisfaction. Some of these opinions are:

1. Customer Service is in CRISIS in the United States

2. Most managers are more about job preservation than implementation or innovation. They confuse compliance for commitment.

3. While most organizations say that they LIVE by their MISSION STATEMENT, very few actually do.

4. Most CEO's do believe that their companies are implementing THEIR VISION. Most companies fail in this area because the VISION or MISSION is lost in translation as it is passed down to the employees in the trenches.

5. Employees CAN BE successful. It does not take much - Show up on time, Have a great attitude, Give it your best shot. A supervisor in the making.

6. Shareholders create many of these problems - indirectly. By demanding great returns on their investments, companies are all-too-willing to cut costs at all costs; including less personnel which usually translates into mediocre or poor customer service.

7. Customers also contribute to the problem - by not raising the issue when something is not right; or by accepting the level of customer service that any business provides - regardless of the quality.

8. Employee TALENT is often missed or under-utilized. While most companies speak of EMPOWERMENT, many ideas go unused because of lack of resources or unrealistic budgets.

9. Business owners are unwilling to ask the tough questions of their customers:  What can we do better to serve you? When we failed you, how could we have done it (service, product, etc.) differently? What are we doing well that we should continue? What are we doing poorly that we should stop?

10. Employees are always willing to sacrifice personal beliefs for job security. Best to get a paycheck than to be a risk taker if it can lead to unemployment. Employees, like customers, settle for less that adequate employment.