Customer service

Brad Saltz, former CFO at a national restaurant chain, says firms that do not teach staff etiquette are losing customers daily: "It's amazing to me how many restaurants and retailers have workers who cut you off - walk right in front of you and don't exercise customer-right-of-way. That says oodles to customers about their importance. The key to customer service is in the little tiny things that employees and service folks do.''

More Management Wisdom