I used to think I was open to change. I used to even go as far as to say that I embraced, loved and welcomed change.

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I'll often say that The Five Love Languages is the best book I've read in years. Now, it has huge pink love heart on the front cover and has fundamentally been written to help people improve their romantic relationships – however, I'm happy to go on record as saying that it can be one of the best business books you'll ever read too.

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Here are 12 easy and very simple ways to improve your customer service.

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This article first appeared July 23, 2009.

At 18 I received some of the best life and "interview" advice from my boss at the time, Nick. I was interviewing with him and he asked me about where I was working at the time. I proceeded to tell him I couldn't wait to get away from the place because I really was having issues with the boss.

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This weekend we gave two rectangle pieces of material to my mother-in-law and asked her to sew them together into a table cover for us. Moments later, with a whirl on her sewing machine she handed them back to us, sewed end-to-end into a really long rectangle, when what we actually wanted was it sewn side-to-side into a square.

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In my continuing theme of "little ways to set yourself apart" let me show you the best gift voucher I've ever purchased.

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• Difference
• Customer service

• Telstra
• APA

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My husband and I cruised through Alaska as part of our honeymoon. On this trip a fellow traveller told me that Alaska is the "cruise you take before you die" (the comment was more to do with the average age of the cruisers, not the danger level involved in trying to run on a treadmill while the ship dodged icebergs!).

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• Customer service

• Telstra

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We’ve all heard the scary stats… how many small businesses fail within the first five years… how few survive in the five years thereafter. Why is it so? Obviously there are many reasons, but today I’d like to focus on the ability for a business and it’s owner’s to be able to deal with change. Change is the only constant… if you fail to plan you plan to fail… we’ve all heard the clichés – but what are we doing about it in our small businesses?

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My parents in law are presently undergoing a kitchen renovation - stressful enough at the best of times, but made all the worse by having tradies stomping muck all over their floorboards, chipping bricks into their brand new bench tops and leaving all the cupboards full of sawdust.

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This week while making an application for a new employee under a scholarship program for our new real estate agency Elephant Property I had the strange experience of asking two former employees who had worked with our team under that program to write me a reference.

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