There is inevitably tension between cost and service, and the trick is to give clients the sense that you value the relationship without spending a fortune on staff and other tools. That's what is great about self-service tools.

By adding this new service to our own shipping line, Weyerhaeuser is in a unique position to build value for its businesses and for new customers. As ground transportation becomes increasingly challenging due to congestion and higher costs, we're offering a strong logistical alternative with cost, reliability and environmental benefits.

It really boils down to giving users a choice in how they access your service. There is no one-size-fits-all with customer service. You have to meet each client on his or her own turf.

Self-service is a fine option that can help reduce costs and is great for convenience. But brokers typically want to be able to pick up the phone and call someone if they need service.

He wasn't the sort of person I would seek out in the pub, ... There was always tension around him and he would argue a lot and get very drunk. His wife Caitlin was a worry, too.

We're hoping she can represent Coachella that she can increase the level of service we provide (our) members and therefore partner with the city to really enhance the business community.