Employees upset customers when managers don't give employees all the information they need to perform as customers expect. In other words, customer dissatisfaction can be an unintended consequence that occurs in spite of a manager’s efforts to satisfy customers.
Is it any wonder that injured workers often feel confused and turn to friends for advice and counsel that can lead to feelings of resentment and then to litigation? If this all-too-common scenario is to change, employers must exert leadership.
An air conditioning contractor is having a problem with technicians taking vacations in the middle of the peak summer season. Consultant Al Levi suggests having a written vacation policy that everyone signs off on.
Today's homeowners and building owners are more educated, highly sophisticated, and very demanding, which is why contractors need professional standards in place in their businesses to provide customer-driven solutions.
A contractor wants to grow his company fast and has a small war chest to make it happen. Consultant Al Levi says to get the most bang for the buck when it comes to growth, you need to get serious about acquisition.
On a daily basis consumers are exposed to a variety of signs - one of the most powerful and affordable ways to build awareness, while promoting a business's services. An affordable, largely untapped way to market to consumer and business customers is vehicle graphics.
A contractor is looking for new ways to get more calls other than the usual Yellow Pages ads and direct mail campaigns. Consultant Al Levi says making your trucks eye-catching is one of the very best things you can do.
It's just as important to improve the process of management as it is to improve the processes used to deliver products and services. This article describes in seven steps an effective process improvement method that reveals where opportunities exist to improve management practices that impact customer loyalty.
A contractor and his partner started out in business 25 years ago. Now their differences of opinion are getting stronger and stronger. Consultant Al Levi discusses how to handle a troubled partnership.