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Shake It Off

Our friend Steve Beck has a book titled “Leave Your Funk at the Door” in which he extolls the importance that salespeople and customer-service agents not bring in their personal baggage when they start their workday. (His advice applies to everyone in everyday life, really.) Putting on a happy smile…
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Setting Expectations

As Katherine Barchetti has said, “Make a customer, not a sale.” Indeed, one of the common themes of our blog is the importance of making the customer experience your top priority so you can do just that. There is nothing more vital than the lasting impression he or she takes…
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Delivering the Best Customer Experience

Delivering the Best Customer Experience Shep Hyken recently posted another invaluable article recently, “20 Tips on How to Deliver an Amazing Customer Service Experience”. Let’s do a deep dive on a few of his points to really reinforce the importance of emphasizing customer service above all else, even before the…
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Your Invisible Product

Service That Sells posted a great article at the end of last month that we want to spotlight today, titled “Why Do Restaurants Fail?” As they explain, “The bottom line is that restaurants fail because they couldn’t sell enough product to cover their costs.” That may seem obvious on its…
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How to Leverage Your Online Presence

“If you’re not online, you don’t exist.” This may be the most important truism regarding visibility in today’s marketplace. Indeed, there are whole businesses dedicated to search-engine optimization, online reputation management, and more. There are even now previously unheard-of careers like digital influencers and brand ambassadors. If you want to…
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Where Quantity and Quality Meet

Common questions we’re asked by our new clients is, “How often should I mystery shop?” and “How many feedback surveys do I need?” To gain an understanding of our philosophy, let’s take a dive into the notions of quantity versus quality. Both Are Valuable You’ve undoubtedly heard adages about them,…
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What Makes The Brandt Group Different

Just as your customers have choices on where to buy, so too do our mystery-shopping clients. Here’s why our clients choose us: Real Shoppers The Brandt Group recruits shoppers local to your market to ensure you receive the most relevant and genuine feedback. Using your prescribed demographics and mystery-shopping frequency,…
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Customer Service Is Your Most Important Product

Think about what your most important product is. If you own a restaurant, perhaps it’s your bestselling dessert; if you run a retail store, it might be a popular item with a big gross margin; if you operate a computer repair service, it’s surely the skills of your technicians. While…
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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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