Customer service often finds its way into conversations I have with family, friends and colleagues. Whether it’s fabulous, good or deplorable, it ‘s something we all notice and we freely share our experiences with others. Good service means doing what the customer expects, and while … Read more
In 2003 a friend encouraged me to start a business centred on phone communication skills. I was skeptical. He insisted. At this point, I’d been working with him part-time for 2 years, and he’d listened to me as I’d grown his software business from 11 clients … Read more
My husband (David Potter) tells a funny – and embarrassing – story about me and my tendency to say “no”. In our early years together he would often call me at work with an invitation to go somewhere or do something. He’d be all enthused … Read more
It is tempting. I’m struggling with it a bit myself – a desire to slow down, go to the beach, read on the deck – basically behave like I did in elementary school and September seemed a very distant possibility. But don’t give in to that temptation … Read more
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