In Episode 73, Trinity and Mike talk with Tom Adams of IWatch Security about customer service and training your employees to provide excellent customer service.  Tom tells how their staff put together their own employee handbook because they were the ones in the field and knew how to interact and take care of the customers.

TWO THINGS ON PROVIDING EXCELLENT CUSTOMER SERVICE

1) Admit your mistakes and let the customer know you know how it feels as a person.

2) Deliver what you promise.