Two local entrepreneurs have published a book, The Service Solution, designed to help business owners, managers, and others utilize service excellence to better meet their customers’ needs while also building competitive advantage and performance for their organization. The book provides simple lessons on how a focus on service is the answer to customer satisfaction and business success.
Mike Tumbarello and Sarah Myers began working together about 12 years ago at Garrett College, where Sarah managed operations for the Continuing Education and Workforce Development division and Mike headed The Center for Entrepreneurship, which included mentoring, coaching, and consulting with entrepreneurs and business managers, as well managing the GIEC business incubator. They combined their passion for helping organizations of all types succeed to co-found the Power of Possibilities, a comprehensive program that included entrepreneurial workshops, a business plan competition, mentoring, an annual conference, and an awards program for start-ups.
The two went on to form GeoComm Media Group consultancy and to purchase the Deep Creek Times, which is now wholly owned by Myers as part of her various business enterprises. Tumbarello is semi-retired. Both have considerable experience working with entrepreneurs, larger businesses, non-profits, and governmental agencies and have repeatedly observed significant gaps in service quality among enterprises of all sizes and in all industries.
“We believe service excellence can and should be the great equalizer for enterprises that compete for customers. All types of organizations can and should build sustainable competitive advantage through the delivery of consistent, quality customer service,” stated Tumbarello. “But it doesn’t just happen. By challenging the organization and its team members and asking – and answering – some key questions, service excellence can cost-effectively help any organization find and keep customers and drive success.
“As community builders, we’ve seen the principles of good service be a great differentiator in business success,” said Myers. “It’s the personal touch that drives innovation and sustains our local economies.”
The book is designed as a practical guide to help owners and managers build a comprehensive service program that is impacted by all of the departments within an organization. The approach involves self-assessment, and awareness of service pitfalls and opportunities and requires self-questioning to ascertain service gaps and room for improvement.
“Working for over 40 years with all types of managers and organizations I have found that managers that question “business as usual” tend to build stronger internal cultures and a foundation for continuous improvement. This book and the approach we have developed can help every organization succeed through awareness, self-assessment, and cost-effective action,” stated Tumbarello.
The basic premise is that service excellence can help any organization find and retain customers and build success. The approach is quite simple but it takes the management team to come together to engineer success.
“Operational excellence demands a multifaceted approach to service, integrating principles that prioritize efficiency, adaptability, and customer satisfaction. It’s about creating a seamless experience that meets the evolving needs of our clients while maintaining the agility to improve continuously.”
The duo is planning to offer workshops in the area as well as organization-specific consulting to help share the approach and enable the adoption and deployment of the systematic program as outlined in the book. The book is available at Barnes and Noble, Amazon, and at Book Mark’et in Oakland. For more information, go to https://deepcreektimes.com/theservicesolutionbook/ or call Mike Tumbarello @ 410.707.7725 or Sarah Myers @ 301.616.7152
