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Man vs. Machine

You’ve probably heard the buzz: artificial intelligence is changing everything. And in the world of customer service, the next big wave is something called agentic AI. It promises to revolutionize how businesses interact with customers—but if you’re running a small business, you might be wondering: Is this a threat or…
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When Price Stops Being an Advantage

Many businesses are feeling the squeeze right now—even giants like Walmart are under pressure. In a recent CNN Business article, Walmart’s CEO warned that U.S. prices on many of its products are likely to increase due to tariffs on imports from China. That’s a big deal. Remember, millions of consumers…
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The Drop in Dining-Out Is a Wake-Up Call—and an Opportunity

In a sign of the times, “Restaurant Brands (QSR.TO) missed first-quarter revenue and profit estimates on Thursday, hurt by sluggish demand at its restaurant chains such as Burger King and Tim Hortons amid tariff-related uncertainty,” according to a recent Reuters report. That miss isn’t just a warning signal for the…
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Tariffs, Turbulence, and the Power of Your Customer Experience

One of the hard lessons of the last few years has been that economic uncertainty is just our reality. now. Whether it’s global pandemics, international tariffs, shifting regulations, or even Houthi pirate activity disrupting supply chains, you can count on something throwing a wrench in the economy. The big-box retailers…
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The Complaints You Don’t Hear Hurt the Most

When a customer has a bad experience, you think you’d hear about it, right? A chance to make it right, to apologize, to improve. But the truth is that most unhappy customers don’t complain to businesses directly. They walk out the door, close their browser, or hang up the phone—and…
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Quality Products Do Not Guarantee Success

Every business owner should dream of offering the best product in their industry—one that’s so good it outshines the competition with its top-notch craftsmanship and unbeatable value. But having the best product isn’t enough to guarantee success. Studies show that customers are just as influenced by their experience with a…
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Customer Service Is an Ongoing Commitment

Training employees in customer service is an essential component of employee development for any business. However, many managers make the mistake of treating it as a one-time event, something that is handled during the onboarding process. While onboarding is a critical time to establish service expectations, as we all know,…
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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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