My Article Published by the RI Small Business Journal – 5 Steps to Improving the Customer Experience with Good Service

January 2018 Cover

Please take a look at an article I wrote that was just published in the January edition of the Rhode Island Small Business Journal print and online versions (  In it, I describe five steps to provide good service in order to enhance the customer experience.

See the full article on page 11 of the January issue at

I write extensively about the importance of improving the customer experience.  A key element of a good customer experience is having good service.

These are the five steps to improving service:

  1. Hire the right person
  2. Instill a culture that values diversity
  3. Training
  4. Sweat the details
  5. Be gracious

Bryan B Mason

Apollo Consulting Group, Providence, RI