Barry feels that a key problem for many companies is that most managers make business too complex. With honesty and sensitivity, he reminds managers that they were hired either to increase revenue or to decrease cost. He challenges them to come up with the strategies necessary for accomplishing what they were originally hired to do.

His focus extends to each of the critical factors necessary to create, maintain and continuously improve Customer Service in every organization. In order to best achieve the goals of the Customer Service organization, Barry places emphasis not only on the training and coaching of Service managers, but also on coaching/mentoring those same managers, delivering relevant training for the Service employees and providing overall consulting assistance throughout the Customer Service organization.

Additionally, Barry works closely with a company’s executive team to ensure that the best possible individuals are in senior management roles within Customer Service. He does this using a Customer Service focused recruiting methodology.