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The Antidote for Inflation

Whether the United States is now in a recession has been the subject of much political posturing and debate. Regardless of how any of us feels about labels or technical definitions, the U.S. economy has shrunk two consecutive quarters amid soaring inflation and higher interest rates. A silver lining is…
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Keeping Your Language Professional

It should go without saying that workplace language is different from interpersonal language—or, at least it should be. Most business owners don’t want their employees to make their coworkers or customers feel uncomfortable. Who wants to work at or shop in a place like that? So, in the interest of…
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Good Intentions

The rationale behind why businesses should offer a superior customer experience is fairly practical. Great customer service begets stronger customer loyalty, increased sales, and greater revenue. Moreover, most of us believe that we should treat others the way we would want to be treated, i.e., with respect—in the hope that…
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Community Service as a Team-Building Strategy

If you type “team-building” into your favorite search engine, you’ll discover dozens of activities that are meant to help your employees bond with one another and work more cohesively. Some of these activities range from playing trivia games to telling campfire stories. While these exercises probably work well for certain…
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Can Self-Service Fit Within Customer Service?

Self-service options have been all-the-rage for many years now, with one of its earliest manifestations appearing in the form of pay-at-the-pump gas stations. According to PetroleumServiceCompany.com, “In 1973, a station in Abilene, Texas, invented pay-at-the-pump. By 1994, about thirteen percent of convenience stores offered pay-at-the-pump. Less than a decade later…
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The Choice Short-Staffing Forces

An ongoing challenge that businesses across the country are facing is short-staffing. At the start of the pandemic, many employees were furloughed or lost their jobs altogether, sending millions to unemployment. As our country has opened back up again, many of these workers have not returned to work en masse,…
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The Make-or-Break Ratio

We’ve often discussed the importance of delivering exceptional customer experiences every time. The Customer Experience (or CX) encompasses thoughtful customer service, a detailed sales process, and great products and services. Your business must deliver on all three consistently, whether we’re talking about at the restaurant table or the hot-tub showroom.…
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The Heart of Great Customer Service

Over the last several weeks, we’ve taken a look at Shep Hyken’s 2020 special report on achieving exceptional customer service. To wrap up, let’s take a look at what attributes help separate a great from a poor experience. There are a number of positive factors, of course, as Hyken notes…
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Leveraging Online Reviews

Everything has been moving towards the web for many years now, displacing everything from business directories, like the Yellow Pages, to actual in-person commerce. Included in that shuffle is how word-of-mouth—one of the most critical ways your business’s reputation is measured—is spread. While chat around the office cooler or in…
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