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How Does Age Affect What Customers Value?

Age plays a large factor in influencing customer expectations for a great experience. The level of employee helpfulness, friendliness, empathy, knowledgeability, as well as the ease of shipping/delivery and returns all matter to each age group, but there are certainly stark differences on how much each of these matters to…
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How Job Satisfaction Can Combat the Labor Shortage

There’s a labor crisis that, as Forbes reports, may be here to stay. Many are quick to point the finger at the broad availability of unemployment benefits since the start of the pandemic as the problem’s culprit, but it’s a problem that well predates COVID–19. “Comparing Labor Department data on…
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Be the Change Your Workplace Needs

Most people don’t like the idea of being tested, and fewer still like the idea of being subjected to pop quizzes—especially when they’re being conducted without your knowledge. It should be no wonder that many retail and service employees are wary of mystery shops, which are a lot like secret…
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Alternatives to “No”

No one likes being told no to something they want, especially if they think their request is completely reasonable. Being told no can turn a positive interaction negative, especially if it’s not handled well. Oftentimes, how you’re given an answer is just as important as the answer itself. Shep Hyken…
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Understanding Tough Customers

For anyone who has worked face-to-face with customers, you know there are just some people out there who—to put it delicately—are difficult. They’re seemingly impossible to please, expecting near perfection from you and your products. Not only are these interactions stressful, but they can go wrong in a flash. To…
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Why Employees Should Care About Net Profit

Anyone who has ever looked at a business’s financials will quickly understand the difference between gross and net profit. But for clarity sake, let’s define them. Gross profit equates to how much money is made on a sale after deducting its production costs, while net profit is what’s left over…
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Which Industries Benefit Most from Mystery Shopping?

You might think this question is purely rhetorical, as there’s an argument to be made that all industries can benefit from mystery shopping. Given that The Brandt Group specializes in mystery shopping, you might also think that we would agree with the sentiment—and you’d be right, of course. But there…
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Employee Retention and Customer Loyalty

All businesses should yearn for high customer loyalty. Loyalty, after all, means repeat-business and word-of-mouth. The sales that come from returning customers and referrals don’t come with the typical cost of customer acquisition that eats into the bottom line. In a sense, customer loyalty is a lot like free advertising.…
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Leadership Qualities

As a business owner or general manager, one of your most important tasks is delegation. On its face, delegation sounds like the opposite, like you’re trying to avoid a chore because you don’t enjoy doing it and would rather someone else deal with it instead. However, great leaders understand their…
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