Category Archives: Client Service



How Successful Companies Achieve Excellence

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How Successful Companies Achieve Excellence: Company Culture

I’ve been a business owner and consultant for nearly 25 years.  Over the years, I’ve become a keen observer of businesses and love to learn what makes them tick.  I find myself filling out a mental evaluation card on just about any business I encounter. I’m particularly inquisitive about what makes a company great (or not) and what the key drivers of the business are. In other words, how companies achieve excellence.

Every once in a while I encounter a business that really catches my attention for the excellence they exude.  I know for a fact that excellence doesn’t happen by accident. So, when I see an organization behaving in this manner, I immediately start looking for root causes and asking questions:

  • What have they done to make themselves different?
  • What is their hiring philosophy?
  • Do they have discipline?
  • What is their company culture?
  • Are they really successful or just pretending?
  • Are they investing in building something extraordinary or just playing for a payout?

If you learn to look for the nuances, the answers to these questions are often right in front of you.

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Small Improvements Make a Big Impact.

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minimal-desktop-wallpaper-do-small-things

“If you take care of the small things, the big things will take care of themselves.” -Emily Dickinson.

Little things, when done with rigor, can have a big impact.  Working thoughtfully, instead of reactively, shows that even the small things are important.  We don’t want to be just fixing and responding to issues and requests; we want to turn those issues and requests into product and process improvements.Read More

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Smudge Control: 6 Tips for Taking a Good Company to Great

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by John Toepfer

Customer Centric Client Service

I spent time at the Chicago Auto Show this weekend.  I enjoy getting a look at all the latest feats in automotive engineering; the new Corvette’s design, the economy of the plug-in Focus Eco, the luxury of the Jaguar XF.  Finding a billion dollars of R&D on display for close inspection under one roof is pretty close to heaven for me.  I also enjoy studying merchandising and marketing of cars.  There is enormous effort put into the presentations at this show and what we see tells us a lot about the manufacturers and the market.

As I wandered the rows of gleaming and carefully positioned vehicles, I couldn’t help but notice how many of those pristine polished paint jobs were besmirched by smudgy hand prints – sometimes in the oddest places too. (Timmy, did you have to smear your churro on that rocker panel?)

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