Our Philosophy

Our winning recipe consists of the following essential client rules:

  • Customer service is not a department
  • You win clients one at a time and lose them a thousand at a time
  • Great service follows the law of gravity
  • Don’t get bored with the basics
  • Ask yourself, “What would Mom do?”
  • Be an ecologist
  • Look sharp
  • Always act like a professional
  • Hire the best cast
  • Be your own Shakespeare
  • Become an expert at creating experts
  • Rehearse, rehearse and rehearse
  • Expect more to get more
  • Treat clients the way you would treat your loved ones
  • Be like a bee
  • Know the truth, the whole truth, and nothing but the truth
  • Listen up
  • Be a copy cat
  • Fish where the fisherman ain’t
  • Be a wordsmith – language matters
  • Make yourself available
  • Always be the giving one
  • If they say they want horses, give them a motorcar
  • Don’t just make promises, make guarantees
  • Treat every client like a regular
  • Serve to win
  • Make ASAP your standard deadline
  • Know the difference between needs and wants
  • Have a geek on your team
  • Be relentless about details
  • Be reliable
  • Don’t give the responsibility without the authority
  • Never, ever argue with a client
  • Never say no – except “No problem”
  • Be flexible
  • Apologize like you really mean it
  • Surprise them with something extra
  • Keep doing it better
  • Don’t try too hard