Listen and respond to customer needs, and train employees to do the same to maintain good customer service, writes startup expert Martin Zwilling. Employees need to be trained, and coached, to stay on top of customer demands and rewarded when they do a good job. Most important, owners should always be a good example. "How they see you deal with and talk about peers, partners, team members and customers tells them what the real rules of conduct are for customer service," Zwilling concludes.

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