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Customer service is an active process coupled with a formal system. Customer service is more than a business tool — it is the lifeblood of your company. There is a legendary tale of the Nordstrom clerk who refunded the price of a customer's tires — even though Nordstrom doesn't sell tires. This is not the story of a very clever individual — this is about an entire corporate culture.
Think about what irritates you as a customer. It is not receiving the basics — a caring attitude, follow through on promises, taking little steps to help you buy what you want and to get out of the store. This is not rocket science but it does take some thoughtful planning.
We were talking in our business group, Opportunity Knocks, about generational integration. It started me thinking about all the generations of people we interact with in our daily business activities. I thought I would focus on the "senior market" as I recognize myself clearly in this advice.
Post Bulletin - 06/30/2008 - Dave Conrad
Most business experts conform to a theory of "thirds." Of all new business startups, one-third eventually turn a profit, one-third break even, and one-third don't make it.
According to a study by the U.S. Small Business Association, that theory is more or less correct. Only two-thirds of all small business startups survive the first two years and less than half make it to four years. With small businesses representing 99.7 percent of all U.S. firms, they generated 60 percent to 80 percent of new jobs in the last decade, and employ half of the private sector jobs.