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The Real Test of Customer Service Starts When Something Goes Wrong

No business is perfect. Products arrive damaged. Employees make mistakes. Technology fails. Policies create unintended consequences. Even companies with exceptional customer service occasionally disappoint a customer. The question isn’t whether your business will experience service failures. The question is what happens next. In a recent article, customer service expert Shep…
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Customers Want Results, Not Explanations

Businesses want customers to feel welcome. They hope any problems are handled quickly. And they intend every interaction to leave a positive impression. The trouble is that customers don’t actually experience intentions, only what actually happens. Because a customer doesn’t know that you’re short-staffed today. They don’t know that your…
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When Self-Service Becomes an Inconvenience

Customers love convenience. Many they being able to schedule appointments online, pay bills through a website, track orders from their phones, or find answers without waiting on hold. Self-service tools, when designed well, save time for everyone involved, including employees who don’t have to help with the small stuff. But…
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Why Customers Dread Calling Your Business for Help

If you own a small business, you probably assume that when customers call you, they expect help—and they’ll get it. But here’s the uncomfortable truth: many customers dread calling you before they even dial the number. Customer experience expert Shep Hyken recently outlined ten reasons customers hate calling for support.…
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Make Every Customer Feel Special

The businesses you love most are the ones where it feels like the team knows you, cares about you, and treats you with genuine attention. As you might have guessed, that feeling doesn’t happen by accident. It’s the result of intentional personalization: that is, making each person feel valued and…
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The Profit Trap: How Ranking Customers Hurts Your Business

A customer walks into a jewelry store looking at a basic set of brass earrings, and maybe the energy on the sales floor dips just a little. Meanwhile, another customer shows interest in a luxury timepiece and suddenly the attention level rises. Picture a restaurant, where a server becomes extra…
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Let the Customer Experience Be Your North Star

Every company has stories, but only a few have legends. These are the stories that employees tell years later, that customers pass down like folklore, and that ultimately come to define a brand’s identity. They’re not about slogans or marketing campaigns: they’re about moments when a company truly lived its…
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Use Tech to Connect, Not Deflect

Automated phone menus. Chatbots. Artificial Intelligence. For small business owners, these tools can sound like magic. They promise efficiency, 24/7 responsiveness, and a lighter load on your customer service. But here’s the truth: if you’re using technology to deflect customers instead of connecting with them, you’re not just missing the…
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Turning Transactions into Relationships

Not long ago, a member of The Brandt Group shared a story that perfectly illustrates the kind of customer experience we should all be striving for. He had stopped into a local nature store—one of those specialty shops that sells bird feeders, seed blends, and other products for backyard birding…
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