Ultimately, the customer does business with you, not your vendors. Problems arise when your vendor errors and delays cost your customers time and money. Companies that make promises to the customer and leave the fulfillment to a third party are no … [Read more...]
Over Promise, Over Deliver
December 3, 2013 by
I have always taught my students to under promise and over deliver. It's the surest way of ensuring the customer is happy and expectations are managed. One of my graduate students cited the Steve Jobs movie and challenged me — "We should over promise … [Read more...]
Doctor, Doctor!
November 26, 2013 by
I went to my dermatologist's office recently for a routine visit. There were a lot of new people I had never seen in the office. There were a lot of new forms to complete....and what seemed like a thousand questions to answer. Welcome to the … [Read more...]
Stretched Thin
November 22, 2013 by
It is tough to sustain quality and excellence when resources don't stay in line with growth. The economic downturn of the past few years became the excuse for "doing more with less." The new normal now calls for greater productivity with fewer … [Read more...]
