How not to Plan your Company's Future 5 common mistakes when identifying customer needs By Jeff Mowatt When managers plan their business strategies, common sense dictates that these game-plans should be in line with customer needs. The first step...

Management Lessons from a Car Wash Guy By Jeff Mowatt If you're serious about strengthening customer loyalty, consider this management lesson I learned from an odd source - a car wash attendant. It's an easy customer service concept that may change t...

The Myth of Treating People Fairly and Equally by Jeff Mowatt I'll just come right-out and say it. I believe that treating customers fairly and equally is a mistake. It's unprofitable. It belittles customers and employees. And it's unethical. The...

Speed Kills - The service standard that does more harm than good by Jeff Mowatt As a business owner or manager, you have probably heard management experts refer to the importance of service standards for frontline employees. The idea is that managers ...

When the Cat's Away Getting better frontline decisions - without you by Jeff Mowatt As a manager, you may assume that the guidance you give to your employees while you're on-site, will translate into them making better decisions when you're away. U...