In spite of all the books, blogs, seminars, think tanks, etc., good customer service is a dying art. Internal and external customers everywhere lament the prevalence of poor customer service and yet, it never seems to change. In the face of economic pressures, the mom and pops known for service and knowledge fall by the wayside in favor of the big box, low think, no service retailer, restaurant, etc. Every kind of business has a giant but how many of those giants are known for price, selection AND service? I can’t think of one.

Service businesses are surprisingly the worst. Public services in particular. I can’t help but wonder how efficiencies could be improved and funds stretched further with some common sense approaches and some customer-focused process redesign. That, dear friends, is the focus of this blog for the next few posts. Join me won’t you?