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THE SERVICE ETHIC: THE ULTIMATE GUARANTOR AGAINST MORAL HAZARDS
It is commonplace that individuals and the companies they represent over-commit, over-sell, and over-promise in an effort to make a sale, and in a broader context to steal a march on the competition. Read More…
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GLOBALIZATION: AN ANTI-DEMOCRATIC NIGHTMARE IN THE MAKING
Editor’s note: The current demagoguery in the hands of globalists takes the ugly form that a citizen who believes in national borders and national priorities cannot be a good citizen – that he is a fascist some claim. We need to be reminded that the American revolution was a nationalist uprising which few would call fascist. Read More…
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CUSTOMER SERVICE CLAIMS AS RHETORICAL SPIN
What can I believe? This is a familiar lamentation by consumers when confronted by the product and service claims made by firms of every size and stripe in the marketplace. Read More…
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SUPERIOR CUSTOMER SERVICE: TURKEY SHOULD HOPE IT WERE THE SOLE ADMISSION STANDARD TO THE EUROPEAN UNION
Editor’s note: A couple of summers ago my wife and I had
occasion to spend a week in Istanbul, Turkey. The city is clean, bustling, and
thriving. Construction cranes can be seen on the horizon in every direction.
And there is more to come. Read More… -
THE UNITED KINGDOM IS RESURGENT
During
the 1990’s, our company was involved in projects in the United Kingdom to automate metal packaging plants for
improved cost and service efficiencies. The projects took our team far and wide
from London to Wales, and from Windsor to Coventry. Marketing missions also took
us throughout the Midlands and to Peterborough. Read More… -
GET THE IRS OFF THE BACKS OF AMERICANS INVESTED OVERSEAS
The United States Congress most shamefully failed in its attempt to repeal or replace the obnoxious Foreign Account Tax Compliance Act (FATCA) as part of the Tax Cuts and Jobs Act bill passed in December, 2017. Read More…
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THE PRINCIPAL-AGENT PROBLEM IN SERVICE TO THE CUSTOMER
Editor’s note:
“My boss hits me over the head each time
he thinks I’m spending too much time on the phone dealing with a customer’s
issue.” Ouch! That was the way a caller put it while I was doing a radio
interview some time ago. Read More… -
THE U.S. SERVICE ECONOMY IS IN THE RED ZONE
Even the most begrudging observer realizes that the nation has pretty much ceded industrial production to offshore locations. Read More…
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SERVICE TO THE CUSTOMER IN THE GIG ECONOMY
According to the Bureau of Labor Statistics (BLS) there were roughly 16.5 million workers in the United States in 2017 who either had contingent work arrangements – work engagements that were strictly temporary – or those who had alternative work arrangements. Read More…
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MEXICO: A WORK IN PROGRESS
Editor’s note: The very same day I arrived in the city of
Monterrey the
local news reported that police had found six severed heads in the trunk of a car
parked at a gas station. I was in Monterrey to lead a seminar and workshop on
Service Management to a local group of business men and women over the coming
three days and this was hardly the welcoming I was expecting. Read More…
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