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Confused about poor customer reviews?  I referred someone (lets call him John) to an  Attorney that was exceptional. I personally used his services when moving my ill mother to Florida.  This attorney got the job done quickly for me, communicated well and was very responsive.  I, therefore, felt very comfortable […]

Confused with ratings that stink, when you provide kick-butt results?


I love charts, graphs and data.  I would much rather make decisions and focus efforts on facts, than instinct.  That’s why I value customer and employee surveys in addition to retention numbers. And survey data is always factual right? Most of the time…….but be aware of how your surveys are […]

How Reliable Is Your Customer Survey Data?


Every member of our team has a unique and critical role in our organization. These employees have the obligation to provide immense value to team members and/or customers.  But, our job is to lead them to success. Five (5) of the INDIVIDUAL leadership problems often missed when working with middle managers include; […]

Stop – Watch & Listen: 5 OVERLOOKED Middle Management Mistakes