If I Were Your Customer Service Consultant: Free Advice I'd Usually Charge You For (Part 1)

Since you didn't open Forbes.com this morning hoping to spend some money, I figured I'd give you for free some of what I usually charge good money for. (I'm a customer service consultant, helping companies improve--something that 100% of companies could benefit from. However: there are 95% of companies that could especially benefit from what I offer. That's what this post is about: Figuring out if you're what I call a "masterful company.")