Customer Service

Which of the following is true for your company?
Every employee is trained to handle customers.
We have a customer service edge over our nearest competitors.
Employees can use their own judgment in handling customer complaints.
Our website includes a customer service number.
Software is modified to handle customer service needs.
We make changes based on customer surveys.
Employee compensation is tied to customer service.
The CEO has regular contact with customers.
We decline new business opportunities that detract from customer service.
We have not outsourced any customer service functions.
9-10 yes (your service shines)
6-8 yes (superior service)
3-5 yes (so-so service)
0-2 yes (sorry, your service stinks) From Justin Martin "Do Your Customers Love You?" from Fortune Small Business, Sept 2007)

Pitfalls of Doing Good

Dr. Michael Porter of the Harvard Business School has been a consultant to Detroit automakers for years; lately he has invested his strategic planning talents for urban renewal. The five pitfalls for doing good are: lack of goal clarification, conflicting goals, donor passions, no performance measures, and limited attention to costs.