What's your agency's standard for quality? It seems unrealistic to expect quality standards of 100% . . . after all, nobody's perfect. Wouldn't life be a lot easier and less stressful if everyone accepted a certain amount of predictable human frailty and built in a margin for error? It could even be called something impressive and positive sounding-'acceptable quality level,' for example.

UNLEASHING THE POWER OF CUSTOMER CARE by JoAnna Brandi Do we know who our customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do...