Customer service in Cuba – a real short story

Approaching the lady booking dinner restaurants at the resort: "Hi, we would like to book the restaurants!" -silence- "Ahm... what restaurants are available?" "Cuban, Italian, Romantic, and Seafood." "Ahm... ok, thanks 🙂 Then... what is the menu for these restaurants so we can choose which ones?" "Here" (points at the menus at the table, none... Continue Reading →

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Implementing a new ERP system – focus = success

A little while back I had the pleasure to work on the implementation of a small/medium enterprise application for businesses, SAP Business One, with Tribe Medical Group. Our team did not have a whole lot of experience with implementing ERP systems, but we knew what we needed to have for the next few years - something that... Continue Reading →

Book review – Delivering Happiness :)

I’ve lately been reading “Delivering Happiness” by Tony Hsieh, and it’s a great book. It’s so comforting to read since it embodies everything I believe about customer service and how it can positively impact employee retention and business success - it’s all about differentiating your product/service, and how we “touch” customers really makes the difference... Continue Reading →

Team Work! Not email work :)

Over the recent years, I have been deeply involved with "preaching" to staff about the benefits and the need to move away from email in everything that relates to team collaboration in getting things done, project management, and internal company communication. The change is never easy, and as with every change management journey it takes... Continue Reading →

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