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 The first challenge facing any business in changing times is to find out what is working well and what needs to be fixed.  We must first diagnose current problems to be able to effect positive change.  I apply a fresh pair of eyes and an unbiased ear to the interview process as I try to reach deep within the operation using all available resources to pinpoint major concerns.  The first part of my assessment therefore will be a result of my interviewing all levels of staff and professionals either in groups or one-on-one to get a complete and objective picture.

     The issue of quality customer service is essential to growth and profitability, so a survey of customers who have stopped doing business is in order.  Internal customer service is often the mass that lurks below and behind the much needed change; I will assess that service as well.


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