After many years of observation and involvement with American business I find that these qualities seem to be found in all the best companies, and the first one is always number one...
com-mon sense noun:
very rare quality which you either have or don't have
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the customer is always right. Period.
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the customer pays the bills.
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taking care of the customer is taking care of business.
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have a real person answer the telephone at your business
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have sales and customer service be the same department with the same targets, metrics and compensation
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hire competent people, tell them what you expect, trust them and get out of the way - if they screw up talk to them
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give people the power to solve problems quickly
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you use your common sense to solve problems quickly instead of referring to four feet of policies and procedures which don't cover this problem in the first place!
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why you walk around a seven foot wide hole instead of falling into it
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don't fund a business that never projects generating revenue
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avoid being stupid
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if you screw up, admit it, apologize and fix it
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