The Basics

No matter how complicated the football schemes were, Vince Lombardi always said it is still about blocking and tackling.

The same with business, as technology takes over more every day, it is still about customer service.

Keeping in mind that we are all each other's customer means that we should always remember to take our time and respect the other person.

A good manager or coach is always in teaching mode. Every day, there are examples around us that are our tools to improve.

Email has taken over as the major way that we all communicate. Before you send an e-mail be sure that you did not type in anger or frustration. E-mail, as in the spoken word, is hard to take back and feelings can be hurt. Nothing can be accomplished if walls are built.

Remember the basics, how to answer a phone, how to greet a customer, respect the other person's opinion and time and if in person, be sure to look them in the eye and listen to what they are saying.

Try not to become mechanical or strictly clerical.

Try to be one step ahead and to help anticipate situations. The more time you spend setting work up and decimating the information and assisting on the front end, the less chance that problems will arise.