Customers or Clients?

My October column for The Kitsap Business Journal/Kitsap Sun Do you have customers or clients in your business? This might seem to be a question without distinction. Some readers might think there is no difference between the two. I’d posit that there is a clear...

Hello? Is Customer Service Available?

I hate automated answering services that so many businesses seem to want to employ. Is it so hard to have an actual person answer the phone anymore? I had a client call me today to find out the last name of a person who I referred him to at an insurance agency. He...