It’s that time of year when everyone is busy preparing for the holidays and having to add one more thing to the list can create anxiety. This is especially true if that one more thing to do includes going to the local Tax Collector’s office for a needed license. However, I was very pleasantly […]
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On-line communication is a critical component of the communications that are being sent in today’s world as more and more of work is being done remotely and digitally. Here are a few tips on how to make the best impression whether it is responding to a customer order, question, or internal dialog with another colleague: […]
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The culture of tomorrow, begins with the people you hire today. The hiring process gives clues to potential employees as to what your culture is like and who you hire will be a reflection of how your employees ultimately treat your customers. Looking through the lens of the job applicant, HR has several opportunities to […]
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Last week I was working on a large university campus training internal managers to become trainers of a customized 3 hour staff workshop on Service Excellence. This was the culmination of several months of prior work that involved developing a Service Philosophy and Service Standards, creating a Service Excellence Team, and conducting Manager Workshops. The […]
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This past weekend I stopped in an Open House for a home that has caught my eye for many years. How disappointing it was though once I walked in the front door. The “realtor” introduced himself as Joe and immediately told me he was not the actual realtor, but he was sitting on the Open […]
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What is the secret to staying in business? Knowing that loyal customers are golden! J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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What is one thing that Publix, who is known for their tag line: Where Shopping is a Pleasure, do to reinforce this culture? It is the way they communicate through their signage. Stopping at the deli area, I notice the sign: “Please take a number for sliced meats & cheese, so it’s easy to […]
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The Sixth Day Tip: Many customers this year are shopping online which means your website will do the Selling or Not Selling for you. I can’t tell you how many times I have selected my items to purchase on a website, put them in the cart, then gotten to the final checkout and because of […]
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The Fifth Day Tip: Take a walk through of your physical area and bring a person who has never been to your store with you. Ask them what do they see, hear, smell, and feel when they are arriving, entering, and leaving your location. Determine what factors are detracting from your customers having a great […]
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