Working for myself one of the biggest challenges I seem to face is not understanding when I have done a good job. Why do I find this a challenge?

I recently listened to a business leader say that customer service is not and should not be considered as a distinguishing factor between businesses, even when comparing successful and not so successful ventures.

Last week I was talking to the manager of a communications company about the trials and tribulations of sales staff and their lack of ability to look after their customers. I asked the manager whether he had sales reps or account managers to which he replied “they are the same thing …. aren’t they?”

As one of the biggest expenses a small business will regularly incur will be the cost of it’s employees, namely in wages but also in ACC payments and down time for staff sick days; these costs can get as high as 40% …

Before I get into this subject let me ask you something, how much time and effort is required by you to secure the work of a new customer?

don’t know how many times I here a business owner or manager say “if it wasn’t for the staff this job would be great”, like it or not most of us need staff to complete the work we do for our customers.

I lose count of how many times I hear the saying “you get 80% of your revenue from 20% of your customers” and I have almost always heard it in the context of Account Managers or Sales Mangers justifying the time spent on their biggest customers.

Having worked in retail for years and having the importance of good customer service being drilled into me I found it satisfying and very disappointing when I went on a shopping trip with my wife to look at things we will need for our baby.