About
Welcome!
The purpose of this blog is to reinforce the fact that Customer Service is an investment in a business and not necessarily a cost to the business (despite conventional ‘wisdom’).
My name is Andrew McFarland and I started Pivot Point Solutions to:
- Educate Customer Service professionals about common sense ways to improve service without succumbing to unrealistic or unprofitable proposals
- Create an open forum where ideas can be tested and debated
- Improve the quality of society by preventing waste in time, effort and money on products and services that neither meet nor match customer expectations
My background includes more than 20 years of experience in technology and business leadership roles. I have focused on three areas: 1) improving the cost efficiency of an operation, 2) delivering exceptional customer service, and 3) developing employees to help them achieve personal and business goals.
I hold a master’s degree in business administration from Virginia Tech and a bachelor’s degree in mathematics from the University of Rochester.
