When the mission of your business is “We have a passionate commitment to responsive, personal service,” you have to spend a good bit of time reminding one another what that means. Not just to the business, but to the client. I found some inspiration in the video below and hope you do, too.

Click here to watch Customer Love.

The ten most important phrases for customer service are:

  1. I apologize for our mistake. Let me make it right.
  2. Thank you for your business. Please come back again.
  3. I’m not sure, but I will find out.
  4. What else can I do for you?
  5. What is most convenient for you?
  6. How may I serve you?
  7. How did we
  8. ...

It’s hard to believe, but the SEC spring football schedule kicks off in less than two weeks. Our office has graduates from a wide range of colleges, many of them in the SEC. No matter which SEC team we cheer for, we believe that SEC coaches are among the best in the nation. Coaching is all about leadership and in many ways it is probably one of the most challenging leadership roles of all. So I thought it would be a good time to highlight some leadership lessons from three SEC coaches: Mark Richt of the University of Georgia, Gus Malzahn of Auburn University and Nick Saban of the University of Alabama. No matter where your team allegiance may...

Back in January, I wrote that we were being very clear about our firm goals for the year and planned to communicate openly and frequently about those goals. One of my personal goals has been to write the entire office every Monday with a quick note about how we are (or are not) making one of our goals happen, ways to stay focused and what our goals mean to the group as a whole.

I thought this would be a difficult task. But I’ve found it to be much easier than I originally thought. Why? When the firm’s goals are established and communicated and everyone is already working in sync to achieve the goals, the emails seem to write themselves....

As a once “future leader” at Smith & Howard, I can attest to the importance of organizations thinking ahead about the qualities of individuals who will lead their companies for many years to come. Knowing what kind of person will work well in the culture of the firm while helping the organization grow are key things we look for at Smith & Howard. Sounds simple, but it’s actually quite complex. Why? Because a person can be a very smart, committed professional and a great person, but may still not fit in with an organization’s culture for various reasons. Also, some of the key qualities may not be evident when someone straight out of college joins the firm. For that reason,...