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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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A Repeat Customer Is Not Always a Loyal Customer

It’s easy to assume that customers who keep coming back must be loyal to a business. However, this isn’t always the case. In fact, customers often return out of convenience, habit, or price, and not necessarily because they are emotionally invested in your brand. As soon as a competitor offers…
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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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The Power of Listening

Businesses that listen to both their customers and their employees possess an overwhelming advantage over their competitors. Gathering feedback isn’t just about checking boxes—it’s about making informed decisions to improve the customer experience, increase employee satisfaction, and drive revenue growth. At The Brandt Group, we understand the importance of feedback…
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