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Strategies for Staying Open

As if the labor shortage weren’t already aggravated by the so-called Great Resignation and the droves of baby-boomers retiring, you can add a giant spike of employees calling out sick recently. Fueled by the Omicron surge and likely combined with other seasonal maladies, many businesses are struggling to field enough…
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How to Safely Reopen

Stay-at-home orders began on March 19, 2020 in America, more than 440 days ago at the time of this post. Since then, nearly every business has had to contend with closures, reduced staff, social distancing implementations, supply-chain interruptions, and much more. Many restaurants became to-go only, and even doctors switched…
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A Year Later

It’s hard to believe a year has passed since the President declared COVID–19 a National Emergency. Almost none of us back then had any guess as to the kind of year we were in store for, as we all faced lockdowns, shutdowns, shelter-in-place orders, social distancing mandates, reduced occupancy edicts,…
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Mystery Shopping During a Pandemic

Whether you’re a longtime mystery shopper, a dabbler, or a first-timer, you’ve probably wondered how this process works in light of the coronavirus pandemic. After all, restricted occupancy, social distancing, and facial coverings are sure to make any customer experience awkward and your task as an evaluator challenging—to say the…
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Finding Opportunity Amid Uncertainty

Even in the best of times, there has always been uncertainty in the marketplace, regardless of the industry your business is in. Trends come and go, the economy might be up or down, and even an election might change your company’s outlook. And because this is 2020—one of the strangest…
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Selling in the Age of COVID-19

Salespeople didn’t know how easy we had it before March 2020. In those days, we mainly had to focus on asking open-ended questions, explaining how our products and services could meet the customers’ needs, overcoming their objections, and closing the sale. Throw in some follow-ups and referral requests, and you…
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Empower Employees to Feel Safe

We’ve long stressed the importance of empowering employees to be the best representatives of your company as possible. Historically, this has meant allowing them to make decisions on the frontline for the sake of efficiency and timeliness—huge boons for your customer experience, as well as your employees’ own job satisfaction.…
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Pivoting to Take-Out and Delivery

Some states are reopening, others are reclosing, and still others are stuck someplace in between. Restauranteurs have it especially tough during this global pandemic because their businesses need volume in order to make up for already thin margins. Most restaurant managers even have a magic number of tables in their…
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Is Now Really a Good Time to Mystery Shop?

Unless you’ve just returned from a sabbatical in the Alaskan interior, you’ve probably noticed that these are unusually intense times we’re living in: the headline of every newspaper and the highlight of every cable news segment is singularly focused on just how perilous it is to even go outside. Hyperbole…
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