Business Development

Everybody’s A Critic

September 14, 2018

A scant few years ago, the only reviews a local business would get were from friends who had been there, or perhaps a newspaper if you were lucky. Nowadays, however, all your customers are critics, and they have tools like…

How Pen-and-Paper Can Revolutionize Your Time Management

August 24, 2018

Everything has become abstract and intangible in our increasingly digital world. Your family photo albums are just zeros and ones now. Online bill pay has done the same to your checkbook. Even your time-management tools like your reminders and calendar…

How to Advertise with Style

June 29, 2018

A couple of months ago, two major wireless carriers in the U.S. sent out post-card style mailers to promote whatever new deals were coming out, respectively. Picture that one of them had a lot of detail on it that clearly…

How Your Restaurant Can Escape Bad Word-of-Mouth

May 25, 2018

Earlier this month, Nancy Friedman wrote a wonderful piece for titled “Excellent Restaurant Customer Service Drives Loyalty”, which describes the importance of fixing bad experiences. As she explains, customers will tell many more people about a bad experience than they will…

Image Is Everything by John Brandt

October 20, 2017

Back in the early 90s, Canon Inc. ran a highly successful ad campaign featuring Andre Agassi with the tagline, “Image Is Everything.” Canon was trying to sell cameras of course, but the adage the company tapped into was playing on the…

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Positivity and Realism in Leadership

October 6, 2017

Continuing our look at Travis Bradberry’s article, “6 Things Great Leaders Do Differently”, let’s examine number four on his list of qualities that strong leaders possess: “They stay positive, but remain realistic”. Bradberry details two extremes to avoid: the overly…

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Kindness in Leadership

September 29, 2017

Travis Bradberry, contributor for, wrote an article last year titled, “6 Things Great Leaders Do Differently”, in which he compiles a list of qualities that strong leaders possess compared to mediocre ones. The first comparison covers kindness versus weakness,…

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What Can We Learn from the Psychology of Menu Design?

July 7, 2017

Jessica Hullinger at Mental Floss posted an article last year covering various psychological tricks restaurant menus employ to ensure ease of use and profitability. Here are two tricks we’d like to highlight and expound upon that are relevant even beyond menus:…

Fostering Loyalty Through the Customer Experience

June 23, 2017

Service That Sells posted a recent article titled What Restaurant Guest Loyalty Is (and What It Isn’t) that dives into how to win repeat patronage. Even though the article is specifically targeted at restaurateurs, its advice is actually applicable to any…

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4 Ways to Improve Your Sales Through Mystery Shopping

June 16, 2017

Mystery shopping can measure many different facets of any business, especially any that is customer-facing. Whether your company is in the business of sales or services, mystery shopping can benefit it in four key ways:   Gauge your Sales and Service…

Cross-Business Promotion for a Better Customer Experience

June 9, 2017

There’s so much advertising noise in the world today, both in the traditional media of television, radio, and print, as well as in new media online, you can’t blame business owners from wondering how they can reach new customers.  After…

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Taking Ownership

May 19, 2017

Rich Parubrub wrote a great advice column on called “9 Tips for Managing Negative Restaurant Reviews”, to make sure “your voice is heard where your restaurant is being discussed.”  While all these tips are great and certainly apply to…

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How to Use Your Mystery Shopping Results

April 14, 2017

In previous blog entries, we’ve talked about how precise a tool mystery shopping is because it allows a business to target specific initiatives to measure everything from how well the staff is executing to whether the background music is enjoyable…

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Building Customer Loyalty Through Customer Satisfaction Surveys

January 20, 2017

If there’s one key lesson a mystery shopping company can teach a business, it’s that customer loyalty isn’t something you earn once — it’s something you earn again and again, every day.  And knowing what your customers think about your…

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