Dr. Marsha Firestone is the Founder and President of the Women Presidents’ Organization (WPO), which
began in 1997 as a peer advisory organization for women who own multi million dollar businesses. She is
also the Founder and President of the Women Presidents’ Educational Organization, dedicated to increasing
access to business opportunities for women’s business enterprises (WBEs).
Dr. Firestone previously served as Vice President of Women Incorporated and as Vice President of Training
and Counseling at the American Woman’s Economic Development Corporation (AWED). Her career
also includes positions as President of a for-profit educational institution; National Executive Director of
Women’s American ORT, a volunteer organization; and a faculty member at the American Management
Association Competency-Based Management Development Program, at City University of New York, and
at Adelphi University.
In 1998, Dr. Firestone was the Executive Director of The Women’s Economic Summit. She led the
development of a master plan for accelerating the growth of women’s businesses, which was presented to
Congress and the public in March 1999. In 2003, Dr. Firestone was appointed to a term on the National
Women's Business Council representing the Women Presidents’ Organization.
Dr. Firestone is the author of The Busy Woman’s Guide to Successful Self-Employment and has published
research in business and educational journals on adult learning theory, nonverbal communication, and
managerial competency. She also serves the worldwide women’s business community as a frequent guest
speaker, with recent speaking engagements at Tulane University, Women’s Leadership Network of APEC,
Syracuse University, The Center for Women’s Business Research Roundtable, and Unicul International in
Tokyo, Japan. She was an official U.S. representative to OECD in 2003 in Turkey and to APEC Women’s
Network in Viet Nam in 2006.
Dr. Firestone has been honored with a special achievement award from Woman Inc. of Jamaica; the
Applause Award for breaking down barriers for women in business from Women’s Business Enterprise
National Council (WBENC); The Hall of Fame Award from Enterprising Women; 2004 WMBE Outreach
Award from the Manhattan Chamber of Commerce; the Outstanding Alumna Award 2003 from Sophie
Newcomb College of Tulane University, and as one of three finalists for Entrepreneurial Supporter by Ernst
and Young.
Dr. Firestone shares her professional knowledge by serving on numerous boards and advisory councils
including: the Women’s Business Enterprise National Council (WBENC), Enterprising Women Advisory
Board, Forbes Executive Women’s Board, Newcomb College Institute Director’s Advisory Council, the
International Women’s Forum, and The Women’s Jewelry Association. She also sits on Mayor Bloomberg’s
Commission on MWBEs for New York City.
Dr. Firestone earned a Master’s degree in Communication from Teacher’s College of New York and a Ph.D.
in Communication from Columbia University, where Margaret Mead sat on her dissertation committee.How do you avoid a decline in customer service when growth takes off?
Emphasize the importance of service to all of your staff. Good customer service begins with the head of the organization, the vision and philosophy that the CEO represents. It doesn't take any longer to provide good customer service than poor service. What you as the CEO believe and communicates is the basis of achieving good customer service and retaining customers.
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