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Be Proud Not Prideful

Customer service is about building relationships, solving problems, and fostering trust. However, according to a recent article by customer-service expert Shep Hyken, one of the biggest obstacles to great service is pride. When pride gets in the way, employees and managers can become defensive, argumentative, and resistant to change—all of…
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Your Brand is a Promise

As a small business, your brand is more than just a logo or a catchy slogan—it’s a promise to your customers. The way you present your business tells your customers what they can expect from you. The real question is this: are you consistently keeping your promise? The consequences will…
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Seeing Through the Eyes of Your Employees

As a small business owner or manager, you know that your employees are backbone of your company. You’ve probably wondered what their daily lives are like and if your employee engagement efforts are making a real difference. Are your team members buying into your company culture and working together to…
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How Mystery Shopping Can Protect Your Business

When small businesses think about mystery shopping, they often focus on its obvious benefits: improving customer service, enhancing merchandising, and refining product quality. While these are indeed critical advantages, mystery shopping can also serve as a powerful tool for uncovering corporate espionage—a threat many small businesses might not realize they…
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Balancing Quality and Convenience

It’s a fast-paced world, now more than ever. As a result, convenience often trumps a consumer’s demand for quality. Indeed, customers are increasingly willing to sacrifice at least some level of excellence in favor of greater speed or simplicity. As a small business owner, you might find the challenge of…
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Assumptions Kill Sales

Employees are often expected to make quick judgments to serve customers efficiently. This is usually a great skill! But one significant mistake that can harm a business’s reputation and revenue is making snap judgments about customers based merely on first impressions. Prejudging makes it all too easy to make assumptions…
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More Than Lip Service

All businesses should want to deliver an exceptional customer experience, but actually accomplishing this goal desire takes a lot more than good intentions. We have to do more than simply express our intention to improve, recognizing that meaningful progress requires a strategic approach and sustained effort. As Shep Hyken, a…
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Crush Frustration with Efficiency

In a recent blog titled Simplify the Complicated (Part Three), customer-experience expert Shep Hyken discusses the importance of businesses simplifying their sales and customer services processes for improved productivity. He quotes Einstein, saying, “Genius is making complex ideas simple, not making simple ideas complex.” Hyken essentially challenge us to find…
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Why Every Small Business Needs a Mystery Shopping Program

Small businesses face a series of unique challenges that high-quality customer service difficult to maintain. Unlike large corporations, for example, small businesses often operate with fewer employees and resources, which can lead to inconsistencies in service—particularly when employees juggle multiple roles and responsibilities. Further, small businesses are usually more vulnerable…
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