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Grow your business through employee training, improving company communication and morale and inspect what you expect through mystery shopping reviews.

How to Show Employee Appreciation Through Engagement

Today is Employee Appreciation Day! This is the one day to say thank you to your employees, to show them you value the hard work they invest each and every day, and that you care about their well being. Right? Of course not. Just like Valentine’s Day isn’t the one…
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Commandment No. 10 – Thou Shalt Practice the CANEI Principle

We have finally arrived at the tenth entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, titled “Thou Shalt Practice the CANEI Principle”. What does CANEI mean? As Hyken explains, “CANEI is Dr. Edward Deming’s concept that stands for Constant and Never Ending Improvement. It is…
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Commandment No. 9 – Thou Shalt Lighten the Lines

The penultimate entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Thou Shalt Lighten the Lines.” Hyken begins by observing that no one likes waiting in line. He goes on to explain “the word ‘line’ is a metaphor for making the customer wait unnecessarily for…
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Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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Commandment No. 7 – Do What Is Necessary, Not What Is Comfortable

Commandment No. 7 from Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Do What Is Necessary, Not What Is Comfortable”. Succinctly, Hyken puts it, “If you are focused on your customer, you will do what’s right and necessary, not what’s easy.” So how does one know…
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Commandment No. 6 – Thou Shalt Anticipate

“Thou Shalt Anticipate” is commandment number six found in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service. Anticipation requires some measure of assumption, which is a risky proposition according to the old saying, “when you assume, you make an…”—well, you know the rest. But being prepared is…
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Commandment No. 5 – Thou Shalt Be Willing to Apologize Quickly

The next commandment laid out in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Be Willing to Apologize Quickly”. We all hate being wrong, especially when it means we’re not just incorrect but that we’ve actually aggrieved someone else. In the context of business, this…
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Commandment No. 4 – Thou Shalt Say Thank You and Please – A LOT

Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”. As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further…
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Commandment No. 3 – Thou Shalt Greet, Speak and Be Real

With this week’s look at Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, we arrive at the third commandment, “Thou Shalt Greet, Speak and Be Real”. As Shep explains, you shouldn’t “miss an opportunity to interact with your customers.” He goes on to promote how important simple…
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Commandment No. 2 – Thou Shalt Go the Extra Mile

Continuing with Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, Hyken next spotlights Dr. Willie Jolley’s second commandment, “Thou Shalt Go the Extra Mile”. Hyken first posts “going the ‘extra mile’” often doesn’t require that much additional effort. As he further explains, going the extra mile might just…
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Commandment No. 1 – Thou Shalt Serve with a Smile

Shep Hyken, contributing for Forbes, has a great article titled The Ten Commandments of Superior Customer Service. Hyken cites Dr. Willie Jolley as the developer of these commandments, which he summarizes in this piece. Let’s do a deeper dive on the first one: “Thou Shalt Serve with a Smile”. As Hyken…
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Tips for Avoiding Scams

Lauren Pack of Journal-News has an important article describing the experiences of a 28-year-old woman from Hamilton, OH, who fell for a secret shopping scam. Schemes like the one described in the article are an unfortunate reality in our industry, and one you should be always on the lookout for. Here are…
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