Dr Ian Brooks

Creating policies that make no sense to customers and then not listening when customers complain about them are two co...

You have a choice. You can get your staff to do the right things by constantly directing what they do or you can give ...

  While I was driving along the motorway recently, a truck threw up a stone that cracked my windscreen....

For many, their worst nightmare is the thought of being faced with an unhappy or complaining customer. When that happe...

The most important lesson I have learned from being in business for 35 years is that your customers will tell you ever...

A retailer recently sought my help because he had an employee who regularly irritated two or three customers a day. ...

In a recent post,  I suggested you forget about focusing on customer service and aim instead to give your customers a positive pers...