Cartwright: It’s really about creating a corporate culture around customer service and creating an environment where the employees are happy and want to come to work. A happy employee provides good customer service. An unhappy employee provides poor customer service. If your corporate culture is bad and you pile on stricter rules, you just alienate the employees and customer service spirals out of control as it gets sucked down the drain. I personally believe that if you take care of your employees then they will take care of you and your business. I’ve found that some of the best customer service comes from small businesses. They have a very family oriented environment with the employees. The bigger the organization gets the more corporate bullshit that gets involved; employees are less happy and this manifests in lower standards of customer service. Continue reading →