Bad News is Better Than No News (originally posted April 8, 2014 http://www.5oclockreflections.com/bad-news-is-better-than-no-news/) Most service providers do not understand this basic reality. When deadlines are missed, deliveries fail, or … [Read more...]
The Last Mile
December 2, 2014 by
In the logistics world, the last mile is the most expensive. It’s where the rubber meets the road. Where people, who are not aware that promises were ever made, break promises. All the planning and strategy is for naught, if those who ‘touch’ the … [Read more...]
We Live in a Relative World
October 14, 2014 by
"We have a 99 percent satisfaction rating." Is that good? Well, if you are a retail store, it could be exceptional. If you are a hospital, it could mean that you are giving one new born baby a month, to the wrong family. Not so good. We don't … [Read more...]
Encourage Feedback
September 24, 2014 by
When our customers complain, we turn the other way and call them ignorant or, worst still, idiots. In reality, most customers don't complain. They take their business elsewhere. New customer acquisition costs about 5 times more than retaining an … [Read more...]
