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Bob Lucas 
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Bob Lucas's Business Articles

Roadblocks to Service Recovery

(July 30, 2008)  From time to time, you may find your recovery efforts blocked by certain actions or inactions on your part or others in your organization. Here are some of the obstacles that commonly derail recovery attempts. Poor or inadequate communication Without solid communication recovery cannot occur when ..

Thinking Like a Customer Using Lessons From Wal Mart

(July 30, 2008)  Ever wonder why companies like Wal-Mart continue to grow at astronomical rates while companies like Sears and J. C. Penny, who have been in business for over 100 years, continue to struggle to hold market share? One key is thinking like a customer. Wal-Mart does extensive and ongoing research and ..

Defining Your Service Culture

(July 30, 2008)  Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization. What is a service .


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  • Former Shoppers Food in Olney, Maryland
  • Former Shoppers Food in Olney, Maryland
  • Former Shoppers Food in Olney, Maryland
  • Shop Front IV
  • Former Shoppers Food in Olney, Maryland
  • Customer using mobile phone to make payment at cafe or other shop