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Is Tipping Getting Out of Hand?

When many new servers first start waiting on tables, they believe that in order to earn larger tips, they have to deliver an exceptional customer experience. The longer they work in the dining room, however, the more they come to realize that most guests have a specific tipping percentage in…
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When a Problem Becomes an Opportunity

When we make the customer experience our number one priority—that is, when we offer high quality products, convenience, and consistently great customer service—the number of customer complaints falls to near zero. Near zero, mind you. Admittedly, we will never reach a state of zero problems because we are all human,…
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How Loyal Are Your Customers?

Most business operators understand that customer loyalty is a key component of long-term success. Even in the simplest terms, we know loyal customers are repeat customers, so the more loyal ones we have, the more recurring revenue we’re guaranteed. But customer loyalty encompasses more than just the likelihood that they’ll…
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Surviving the Restaurant Industry Decline

Even though most of the country has returned to normal, putting the pandemic in the rearview mirror, there’s no doubt that there is still lingering fallout from the lockdowns. One of the hardest-hit industries has been restaurants, many of which were forced to lay off most of their staff and…
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Great Customer Experience Means Consistency

At first blush, many of us think that delivering great customer experiences means going above and beyond for our customers. But delivering over-the-top experiences should be a rarity because they exhaust your business’s resources and the energies of your employees. In other words, businesses should only bend over backwards in…
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Overcoming Passive Aggressiveness

We’ve all dealt with passive aggressiveness—that is, a hostile attitude combined with the avoidance of direct communication, like when someone is upset about something but won’t admit to it. Honestly, most of us ourselves have been, at times, passive aggressive with others. And yet most of us would also agree…
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A Photogenic Experience

Have you ever heard the expression, “Do it for the ‘gram?” According to UrbanDictionary.com, a website devoted to cataloging modern slang, it is a saying that is “used by people, mainly teens, who use Instagram a lot.” That definition goes back to 2013, positively ancient history by Internet standards, but…
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Customize Your Customer Experience

When you dine at a restaurant, you want the staff to look at you as more than just someone who’s just hungry. When you buy a car, you hope the salesperson understands that you really do care more than just getting from point-a to point-b. And when you plan a…
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First and Last Impressions

Emotion plays a significant role in the relationship between a business and its customers, coloring every moment from when they walk through the door to when they use leave again. Happiness and satisfaction, frustration and disappointment: nothing impacts customer-retention rates more than these feelings. And good interactions lead to more…
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