The “Steps of Service” is used by many organizations to describe the process they want their associates to follow when interacting with their guests. They may include everything form initially greeting the client when they arrive to thanking them for their business when they leave – and potentially every step…

By Mark Hopwood, Director of Client Services – The Brandt Group A guest walks into your store, curious about the latest product and offer that they had seen on your website. Price, as always, is a determinant factor. But, it is only a tie-breaker. Your ad invocated something special, something…

A message from John Brandt Jr., president of The Brandt Group Mystery shopping is a great opportunity to earn extra money or get a nice meal.  Plus it’s a great way to help improve the customer service in a wide variety of business.  But email scammers are trying to take advantage of…

By Ayesha Ashley – Brandt Group National Trainer And they’re not talking to each other effectively! The way we make decisions determines if we’re a Thinker or a Feeler. If you use your head, are logical and trust principles and reason to create justice and consequences for ‘bad behavior’, then…

One of the questions I always like to ask managers is how often they conduct employee reviews. I am always shocked to find out well over 70% of the business managers I talk to do not conduct formal employee reviews. The typical reasons vary; many are not done due to…

By Joe Lair: A Brandt Group Trainer Question: When I met you and told you about my business you said something that still puzzles me, “Quit being your competitors best advertising.” I’ve been trying to figure why you said that and I’m still puzzled, help me out. Yo’ Joe: My dad told…

By Joe Lair, A Brandt Group Trainer I hire these students for the summer and in the fall they leave and go back to school. Seems like a waste. This is a pretty simple question that needs to be addressed each time a new hire happens. Every business faces the…

By John Brandt, Jr., The Brandt Group, Ltd. For a moment, forget about all the local and national news you have heard regarding the economy. At first glance, you will notice gas prices are down substantially. Traffic is busier then ever this summer with both locals and tourist. Stores and…

Before you can have a successful recruiting strategy, you must first know what you are looking for in an ideal employee. I know there are many times you say to yourself, “why can’t I find people just like me” or “why don’t these kids work as hard as I did…