Blog Archives

The Knowing-Doing Gap

Smart companies, big and small, sometimes struggle using knowledge in everyday work. A small service tech company I worked with had paid for a complete software application to track their inventory and vehicle maintenance schedule. The software was $12,000 and

Posted in Business Improvement, Planning for Business

How is Everything a High Priority?

A few months ago I had to tell a client of mine to slow down and rethink their development list. Everything was marked high priority and every new item became mission critical. Their web manager and I were running from

Posted in Business Improvement, Employee Management

Budget Paralysis

“I can’t do a budget because I don’t have the Cash Flow!” is the lament I hear regularly when I try to help business owners develop a budget to achieve their business goals. Believe me you can do it, as

Posted in Business Improvement, Financial

Ting – A Different Kind of Cell Phone Service

This week marks the first week I have not been under a cell phone contract since 2000 and it feels great to have my freedom! In general, I’ve been rather happy with my cell phone service provider and have had

Posted in Business Improvement, Financial

What is the Job of an Entrepreneur?

At Changing Lanes we often talk about the difference between creating a business or a job for yourself.  We also discuss building an asset that you can sell or capitalize on in the future. Being a capitalist often means starting

Posted in Benchmarking, Business Culture, Business Improvement

Drive Your Goals

Mid Year Alert!  Vacations are Happening!  Where are your goals? Since vacation often means taking a trip, let’s take our goals on a trip!  This may sound silly, but what we think about does have priority over what we ignore. 

Posted in Business Improvement, Goals

Clean Up Your Inbox – Email Filters

For how tech savvy I am, I have never really messed with email filters. I like seeing all my emails, even the ones that come from stores. I know I shouldn’t check my email every time I see my new

Posted in Business Improvement, Personal Improvement


Every business will have complaints from a customer every now and then. When the customer complaints keep coming in about the same issues over and over is when you need to worry. How you deal with the complaints is what will make your business stand out.

Consider getting your business into CARs or Corrective Action Requests. CARs isn’t just about fixing a problem on the surface, it’s taking a deeper look into the root of the problem and fixing the issue from within your company. Defined it is the measure undertaken to identify and eliminate the source or root cause of a non-conformance to prevent its re occurrence.

Here’s an example:

Your company receives a complaint from a customer that a service was not performed on the day that was agreed upon. This is a weekly service and this is not the first time this customer has called regarding the missed pick-up.

The first time you went through the routine of treating the customer with apologies and promises of better service.

The second time, the customer is a little angrier and slow to accept your apologies.

If you have a third time, you may have lost that customer for good.

Instead of just apologizing your company needs to figure out why the service was not performed. Here’s where you start:

Posted in Business Improvement, Employee Management, Organization, Security, Uncategorized

Customer Service = ???

Chaos and Confusion are some small businesses’ response to customer service. You have probably even talked to some. I did when my cell phone died last year. When I called the customer service number, typed in my cell phone number

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Posted in Business Improvement, Customer Service & Culture

Making It Difficult

I was talking to an acquaintance the other day and he was telling me about a new business he was starting. He’s doing custom promo kiosks for local businesses. He was telling me a bit about his process and how

Posted in Business Improvement