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Managerial Power: A Case Study is by Ray Miller The issue of “power” in management has been studied for decades. The most effective managers have a far different view of their power base than managers labeled as micro managers or Theory X managers. Understanding this distinction is crucial to your leadership abilities. What are the […]

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By: Ray Miller | Management and Leadership Articles

  Why Customer-Focused Leadership and What Are the Benefits? is by Ray Miller A while ago I published an article called What is Customer Focused Leadership. This article has become a popular landing page for many of my web site visitors. After reading the article many of these guests would contact me with questions regarding […]

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By: Ray Miller | Customer Service and Customer Focus Articles

Straight Talk: Making Your Point by Communicating Effectively – Part 2 is by Ray Miller You will recall that in Part 1 of Straight Talk we looked at the three critical elements for Straight Talk: 1.  Getting and keeping attention 2.  Know where you’re headed before you start 3.  Confirm understanding If you have not […]

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By: Ray Miller | Management and Leadership Articles

Straight Talk: Making Your Point by Communicating Effectively – Part 1 is by Ray Miller Is there a more important business or interpersonal skill than being able to convey information in a manner people will listen to and understand? The more effectively you communicate among your coworkers and your supervisors, the faster you can raise […]

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By: Ray Miller | Management and Leadership Articles

Learning From the Customer: Critical Customer Incidents is by Ray Miller The following are based on real events in two small businesses: Scenario 1 It’s 5:30pm. John, a customer support specialist at a small computer networking firm receives an urgent call from the president of a nearby brokerage firm. Their client server network has crashed […]

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By: Ray Miller | Customer Service and Customer Focus Articles

Download our new eBook - July 3rd, 2013 -

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Download our new eBook. We have four great eBooks to choose from. That’s Customer Focus!: The Overworked and Under-appreciated Manager’s Guide to Creating a Customer-Focused Organization. Since first published in 2008, thousands of copies of the paperback and eBook have been sold.  The content and approach is as relevant today as it was when this […]

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By: gabriel | Uncategorized

Customer Service Training versus Customer Focus Training is by Ray Miller When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with customers. Makes sense right? They invest time and money developing the capabilities of these folks […]

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By: Ray Miller | Customer Service and Customer Focus Articles

Customer Expectations versus Customer Needs is by Ray Miller The first rule of stellar service delivery is: Service is all about expectations. Check out this NEW VIDEO version of this great article. The run time is about 9 minutes. You buy a product; you expect it to work the first time. You go to a […]

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By: Ray Miller | Customer Service and Customer Focus Articles

Pay Now or Pay Later: Why Employee Financial Education Should be a Priority is by a friend and strategic partner, Tom Watson Ph. D. Money — the more you make, the more it takes, or so it seems. This statement applies to employers as well as employees. While most businesses struggle with the challenge of doing […]

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By: Ray Miller | Personal Effectiveness Articles

Transforming Bad Habits - May 30th, 2013 -

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Transforming Bad Habits is by Brian Tracy Excerpt From: Personal Success Your habits have been developed from early childhood as the result of things that you have chosen to do, or not to do. Your entire life is the result of your past choices and decisions. And like all of us, you probably have some […]

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By: Ray Miller | Personal Effectiveness Articles