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Are Your Best Employees Propping You Up?

You know who your best employees are. They’re the ones customers always praise, the ones you trust to handle the tough situations, and the ones who seem to keep everything running smoothly. That’s a good thing, right? But here’s a bitter truth: those top performers might be quietly covering up…
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Your Customers Aren’t Confused—Your Training Is

“I hear a different story every time I come in,” or, “Someone told me one thing, and now someone is telling me something else.” We’ve all heard phrases like that before. We’ve probably all said them about other companies, in fact. These moments can be more harmful than they seem.…
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Automation Where It Helps, Humanity Where It’s Needed

As a small-business owner, you’ve probably noticed that automation tools and artificial intelligence are everywhere these days. They promise speed, efficiency, and cost-savings, all of which make for an appealing combo for any business. But here’s the truth: just because technology can step in doesn’t mean it always should. Your…
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How to Keep Your Service Fresh, Even on Repeat

Think about how many times a day your team answers the same questions: “Where’s the restroom?”, “What’s today’s special?”, “Do you carry this in another color?” To your employees, it may feel like déjà vu on an endless loop. But to your customer, it’s the very first time they’ve asked.…
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Closing the Sale Doesn’t Have to Feel Weird

Asking for the sale can feel awkward—especially when you’re new or working in a high-end retail. Whether you’re helping someone shop for an anniversary gift or guiding them toward the luxury timepiece of their dreams, that final moment—the moment where you say, “Would you like to move forward?”—can make your…
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Do Unto Your Employees

Most of us would agree that delivering exceptional customer service is essential for any kind of long-term success or growth. But what many overlook is the direct link between how employees are treated and how they, in turn, treat their customers. If a company expects its employees to be friendly,…
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Blame Is the Game No One Wins

Look, things don’t always go as planned. Mistakes happen, orders get mixed up, and misunderstanding will inevitably arise. It’s a fact of life. To err is human, and all that. What matters most, however, is how we handle these situations—especially in front of customers. We’ve often spoken out about the…
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When the Fight’s Not Worth It

Many business owners and managers have fallen into the trap of believing that every customer is worth fighting for. The age-old adage that tells us the customer is always right has convinced many of us that we need to bend over backwards to satisfy every person who comes through the…
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The Role Mystery Shopper Serves in Continuous CX Improvement

Maintaining an exceptional customer experience is critical for long-term success. Perhaps the most effective strategy to ensure continuous improvement is through the use of a mystery shopping program, especially as it relates to employee training. But what does continuous improvement really entail, and how can mystery shopping benefit small businesses…
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