Posts belonging to Category Customer service

Grace under fire: My adventures with Southwest Airlines

My experience raises the question of why more companies don’t train their employees the way Southwest has trained their workers.

Small Business Success Q&A #13: Mark G. Auerbach Public Relations

This Small Business Success Q&A is with Mark G. Auerbach, who runs a public relations firm in Longmeadow, MA

Are your employees happy or just hanging in?

When was the last time you checked in on your employees’ level of satisfaction?

Small Business Success Q&A #8:

I first met Shel Horowitz through the National Writers Union, where I saw him present at the writers conference the NWU used to sponsor here in Western MA. (That annual event, Write Angles, still continues but with a different sponsor. Check it out at They always have a great line-up of speakers to interest […]

Small Business Success Q&A #6: Reva Reck Consulting

Here’s Reva Reck’s Small Business Success Q&A. I especially find the advice on listening to clients valuable. Don’t we all experience businesses almost daily who fail to hear what their customers are really saying?

Small Business Success Q&A #4: The O-Tones

Many people might not think of a band as a business, but to stay around this long, the O-Tones definitely have to be thinking of themselves as business people. I hope you enjoy learning about their keys to success.

Small Business Success Q&A #2: Al Canali

This week in my second Small Business Q&A, we hear from Al Canali of Canali Designs. Al has 15 years of experience as the head of this small design firm that is dedicated to making a marketing dollar stretch a long way through good design and experienced project management.

Good reads: Issue #1

Here are three articles I came across last week that talk about important topics for small business owners.

When e-mail has to say it all

While at times it can seem more like a curse than a blessing, e-mail is an essential business communications tool. Lacking the body language, facial expressions, and voice tone that typically help us figure each other out, e-mail, while useful, is not without hazards.

Care for your customers with good writing

Clear written communication is a must for good customer service. Sending customers murky messages will lead to higher volumes of calls to your busy customer service staff. The final outcome: frustrated customers and overloaded front-line workers.

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