"Doing a lot of free service repairs for customers who break things. Some of it is in warranty and some not but we do it for free anyway to protect our reputation for providing a superior product. Our service costs...
Ask Andi: My manager received customer feedback from an irate customer. I think the customer is in the wrong - just blowing off steam. How do we deal with an angry customer? Thoughts of the Day: Use customer feedback as...
I'm starting to plan for 2011. In 2010 we took on anything and everything, chasing cash flow. We didn't do a good job assessing if each client was right for us, and that has to change. At the same time,...