2% of 2% = Failure

Robert and I stood on the hill overlooking the 5-county area of metro Denver.  He says “Look at all those houses out there…if we get 2% of 2% of those houses as clients…do you know how many jobs that would be?” Yeah, that company is out of business now, fyi. 2% of 2%. I had…

SERVQUAL Intro (part 1 of 6)

SERVQUAL is a simply a system for rating a service biased organization.  It’s one of those handy MBA terms you learn and one of those things that is so simple it doesn’t deserve much thought.  However, I feel, it is to quickly dismissed as a tool for improvement in a service organization. I was explaining it once to…