Customer Service


Commandment No. 2 – Thou Shalt Go the Extra Mile

November 16, 2018

Continuing with Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, Hyken next spotlights Dr. Willie Jolley’s second commandment, “Thou Shalt Go the Extra Mile”. Hyken first posits “going the ‘extra mile’” often doesn’t require that much additional effort.…

Commandment No. 1 – Thou Shalt Serve with a Smile

November 9, 2018

Shep Hyken, contributing for Forbes, has a great article titled The Ten Commandments of Superior Customer Service. Hyken cites Dr. Willie Jolley as the developer of these commandments, which he summarizes in this piece. Let’s do a deeper dive on the…

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 Your Restaurant Can Escape Bad Word-of-Mouth

May 25, 2018

Earlier this month, Nancy Friedman wrote a wonderful piece for RunningRestaurants.com 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…

The Cycle of Service in Restaurants: Wrapping Up the Guest Visit

May 4, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

The Cycle of Service in Restaurants: Generating Sales

April 27, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

The Cycle of Service in Restaurants: Bussing Tables

March 9, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

View Post

The Cycle of Service in Restaurants: Greeting and Seating

March 2, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

The Cycle of Service in Restaurants: Making Guest Feel Welcome

February 23, 2018

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and…

The Guest Model: Thank

December 8, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

View Post

The Guest Model: Secure

December 1, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

View Post

The Guest Model: Explain

November 24, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

View Post

The Greet Model: Understand

November 17, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

View Post

The GUEST Model: Greet

November 10, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While this model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

View Post

Mastering the Phone Conversation

October 27, 2017

As we’ve discussed in an earlier blog, the art of phone conversation seems to be dying. More and more, people have moved their personal lives into social media and text messaging with humorous memes and zany emoji. But while many…

View Post

Make Your Staff the Difference

April 21, 2017

Chris Peterson published an article last year titled 7 Reasons Why Traditional Retailers Are Struggling, which covers some of the mistakes retailers are making in the face of online competition.  Number seven on that list, “Associates are treated as an…

View Post

5 Signs Your Customer Service is Failing

February 24, 2017

Failing customer service is a death knell for any business — there’s no surer guarantee of decline.  Spotting those early signs is critical, and it’s not always as obvious as seeing bad reviews on Facebook or Yelp.   Employee Satisfaction…

View Post

When Customers Complain

February 10, 2017

Customer complaints are an unavoidable challenge for any business to confront, but knowing how to deal with them can do more than save sales—they also build customer loyalty.  In that vein, 7 Steps for Dealing with Angry Customers (Forbes, 2013) has…

View Post

How to Monitor Your Employee Customer Service

February 3, 2017

Customer service is the lifeblood of every business and is something that will make or break any company long term.  But putting signs in the break room that emphasize how important the customer is can only accomplish so much.  Even a…

View Post

Blog Categories

Business Development Customer Service Mystery Shopping Staff Training
{