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The Drop in Dining-Out Is a Wake-Up Call—and an Opportunity

In a sign of the times, “Restaurant Brands (QSR.TO) missed first-quarter revenue and profit estimates on Thursday, hurt by sluggish demand at its restaurant chains such as Burger King and Tim Hortons amid tariff-related uncertainty,” according to a recent Reuters report. That miss isn’t just a warning signal for the…
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Tariffs, Turbulence, and the Power of Your Customer Experience

One of the hard lessons of the last few years has been that economic uncertainty is just our reality. now. Whether it’s global pandemics, international tariffs, shifting regulations, or even Houthi pirate activity disrupting supply chains, you can count on something throwing a wrench in the economy. The big-box retailers…
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The Complaints You Don’t Hear Hurt the Most

When a customer has a bad experience, you think you’d hear about it, right? A chance to make it right, to apologize, to improve. But the truth is that most unhappy customers don’t complain to businesses directly. They walk out the door, close their browser, or hang up the phone—and…
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Being Helpful Is Better Than Being Right

Customers have too many options to tolerate frustration. If they don’t like how they’re treated by a business, they can walk across the street or open a browser on their smartphones to find someone else eager to help them. That means one of the only sustainable advantages a small business…
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Don’t Wait Until It’s Too Late

When it comes to delivering a top-flight customer experience, timing is everything. All too often, businesses wait until the very end of a transaction—or worse, until after a complaint surfaces—to find out how the customer felt about their experience. By then, the damage is done! Instead, the wisest businesses train…
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Quality Products Do Not Guarantee Success

Every business owner should dream of offering the best product in their industry—one that’s so good it outshines the competition with its top-notch craftsmanship and unbeatable value. But having the best product isn’t enough to guarantee success. Studies show that customers are just as influenced by their experience with a…
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Technology Can’t Replace Humanity

Technology has always transformed the way businesses operate, offering new efficiencies and conveniences with each passing year, from the assembly line to the Internet. Automated systems, AI chatbots, and self-service kiosks are now common across nearly all industries. But while these innovations have their place, we must remember that relying…
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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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Customer Service Training Is for Everyone

When we think of customer service training, we usually picture cashiers, waitstaff, or call center representatives—the people who talk directly with customers every day. But great customer service isn’t just about your frontline team; it’s actually about the whole company working together to create an excellent customer experience from top…
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