A recently released book reminds readers that the key to keeping any business in high gear is to ensure that its customers are satisfied. Becoming a Customer-Focused Organization (Paton Press, 2006), by Craig Cochran, includes many insights into creating and maintaining satisfied customers. Cochran, a certified quality manager and lead auditor who works as the north metro regional manager for Georgia Tech’s Economic Development Institute, claims that a successful organization offers the best services possible to its targeted clientele and ensures that customer needs are met promptly, and with gratitude and courtesy. Among his recommendations are:

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