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Creating Customer Service Stars

How can you ensure employees give service with a smile?

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This story appears in the February 2006 issue of Entrepreneur. Subscribe »

Michael Lacey needs computer consultants with as well as technical skills. "Ninety percent of the time, when a client has an issue with a consultant, it's [related to] ," says the founder and CEO of St. Louis Park, Minnesota, Digineer Inc., a 53-person technology consulting firm with about $7.5 million in 2005 sales.

While it's relatively simple to determine an employee's technical skill level, Lacey, 37, finds evaluating the soft stuff more slippery.

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