Has there been a time when you were on the receiving end of bad service? During that encounter did you consider whether you would do business with that organization again? When we have substandard or poor customer service experiences, we associate unhappy…

It was the Fall of 2015. I vividly recall that hot summer afternoon. We were sitting in the den. I’d just walked into the cool air-conditioned room and felt the perspiration begin to evaporate off of my skin. My mentor was sitting behind his desk writing on a…

Interesting question isn’t it? For years there has been this debate about if the customer is always right. The answer is no. The customer is not always right. They are people, they make mistakes, they get angry, they respond from a place of emotion, they…