Counselor

Quotables

A selection of this month’s sources.

  • Albrecht, Fred, Proforma Albrecht & Co.; on why Olympic license requirements aren’t a barrier to profiting from the games, 40
  • Anderson, Lisa, LMA Consulting Group, Inc.; on why consistency in customer service is a long-term winner, 100
  • Berkson, Alan, Freshdesk; on how trying too hard to please a customer sets a dangerous precedent, 100
  • Bitner, Mary Jo, Arizona State University; on why you get no points for failed customer improvement efforts, 100
  • Brown, Tara Tiger, LA Makerspace; on how going into business with your spouse requires a second courtship, 65
  • Burton, Patrick, Proforma West; on the almost magical problem-solving abilities of one outstanding supplier, 87
  • Campbell, Erich, Black Duck Embroidery and Screen Printing; on how using social media successfully requires honesty, 40
  • Consumer Product Safety Commission; on how the agency is taking a tough line against risky children’s apparel, 46
  • Desmond, Ed, Toy Industry Association; on his support for efforts aimed at reducing the risk from imported toys, 44
  • EMT; on how satisfying an in-hands date sometimes means getting behind the wheel yourself, 83
  • Evans Manufacturing; on how its phone system assures customer concerns get prompt attention, 82
  • Garthwaite, David, The ImagEmporium; with a detailed breakdown of his social media strategy, 40
  • Geiger, Peter, Geiger; on the industry’s role in thwarting attempts to slash advertising tax deductions, 42
  • Gill Studios; on how quick resolution depends on empowered customer service reps, 80
  • Gillibrand, Kirsten, U.S. Senator (D-NY); on why she supports expanding restrictions on phthalates in children’s products, 44
  • Gnesin, Trevor, Logomark; on how a large investment has dramatically improved his company’s customer service efficiency, 50
  • Hall, Jeff, iClick; on why he reads every single customer e-mail to his employees, 87
  • Hansen, Laura, Image Group; on the fun order she provided for the Olympics, 40
  • Hawley, Miriam, author; on how her marriage is the foundation for her business, 66
  • Koretz, Paul, Los Angeles City Council; on how his city’s effort to replace plastic bags helps local charities, 42
  • LaMountain, Joseph, Reingold, Inc.; on why a visual is worth a thousand words, 68
  • Lantz, Jo-an, Geiger; on why retail companies are excellent prospects, 39
  • Leed’s; on using random customer surveys to help root out inefficiencies, 81
  • The Magnet Group; on how a client’s late-night crisis created a problem-solving opportunity, 83
  • Maple Ridge Farms; on what you do when an order travels 3,000 miles in the wrong direction, 83
  • McGowan, Lon, iClick; on how his employees are free to put customer concerns over his own, 87
  • Muzzillo, Greg, Proforma; on why treating advertising as a capital expense doesn’t make sense, 42
  • Numo; on the supplier’s simple two-step process for resolving customer issues, 80
  • Prising, Jonas, ManpowerGroup; on why companies are developing better strategies for hiring, 47
  • Reina, Dennis, The Reina Trust Building Institute; asking, and answering, what seems like a counter-intuitive question, 101
  • Rohde, Gabrielle, Sportco; on how mixing neutral colors can result in unintended consequences, 71
  • Schwartz, Howard, HDS; on why his employees shouldn’t call out on a Friday, 112
  • Sequeira, Lee, Sparkle Plenty Designs; on taking advantage of your better half’s best skills, 66
  • Tenenbaum, Inez, CPSC; on the importance of expanding U.S. port surveillance, 44
  • Thompson, Dave, National Pen; on why any legislation that curtails advertising tax deductions is bad for business, 42
  • Toister, Jeff, Toister Performance Solutions Inc.; on how to determine the level of communication your customers require, 101
  • Warren, Elizabeth, U.S. Senator (D-MA); on why credit checks on job applicants are unfair, 48
  • Wittenberg, Ken, Summit Group; on how to turn losing into winning, 103
  • Zaki, Alexandra, iBrand Threads; on why Instagram is an effective platform for interacting with customers, 63