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Something About Me and My Book:: About Me
I'm an experienced senior manager and consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in the manufacturing, distribution, membership services, franchise and financial services industries. Over the years, I developed a penchant for developing strategic service initiatives that drive growth and value to clients, employees and shareholders.

I own my own service consulting company, have worked as the Vice President of Service Strategy and Collaboration at a $5 billion corporation for eight years, and have held management roles in various industries.

My book is called The Service Journey which is a no-nonsense, straightforward approach to delivering excellent service that will give you the direction and confidence needed to get you and keep you on track. Peppered with humor and the chagrin that only real service experiences can provide, I show how to align your organization's behavior with your vision, avoid missteps and develop a customized 12-step service strategy that differentiates your firm, business, or department's service delivery from your competition.

Website:: http://www.theservicejourney.com

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What Does Your Voice-mail Message Say About You?

The other day I needed to call someone. When no one picked up the phone, I was transferred to voice-mail and heard the following: ‘Sorry I didn’t pick up the phone. Leave a message and I’ll get back to you. ‘ I left a message, and when I didn’t hear back the following day, called and left another message, and yet another message the day after that, only to eventually realize the individual I was trying to reach was out of the office on vacation.

When it comes to service, it's the… Continue

Posted on June 18, 2009 at 3:15pm

Golf and Service

Today I watched Tiger Woods come from behind in a stunning victory at Memorial Tournament. When he wins, he makes it seem so simple; sometimes I feel as if I can play golf too. I cannot. Part of his talent, I'm sure, is hereditary. After all, he's played the game since he was a toddler. What always strikes me is that although Tiger makes it seem easy, he works extremely hard at ensuring he is consistently great. He sets his alarm for 5am every day and his typical day lasts from 6:30am - 7pm,… Continue

Posted on June 7, 2009 at 7:40pm