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How to Avoid Key Person Risk

In every small business, there’s usually at least one person who just seems to know it all. They can handle the tough customers, remember how to fix that one quirky piece of equipment, and they even have answers to questions you didn’t even think to ask. That sounds like a…
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Use Tech to Connect, Not Deflect

Automated phone menus. Chatbots. Artificial Intelligence. For small business owners, these tools can sound like magic. They promise efficiency, 24/7 responsiveness, and a lighter load on your customer service. But here’s the truth: if you’re using technology to deflect customers instead of connecting with them, you’re not just missing the…
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Surpassing Expectations by Meeting Them?

You don’t need to reinvent the customer experience at your business by constantly trying to outdo yourself. In fact, according to customer service expert Shep Hyken, some of the most impactful customer experiences don’t come from extravagant gestures but from simply fulfilling your promises. Reliably, consistently, and maybe even a…
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Turning Transactions into Relationships

Not long ago, a member of The Brandt Group shared a story that perfectly illustrates the kind of customer experience we should all be striving for. He had stopped into a local nature store—one of those specialty shops that sells bird feeders, seed blends, and other products for backyard birding…
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Finding the Balance Between Efficiency and Empathy

It’s a world of instant everything. Your customers expect you to solve problems faster than ever, but they still want to feel heard, respected, and genuinely cared for. That’s a tall order, isn’t it? Recent research backs this up. According to Verint’s 2025 Customer Experience Report, 86% of consumers now…
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Keeping Tabs on the Competition

It’s easy to get tunnel vision—focusing on your own team, your own customers, and your own goals. It’s crucial we don’t forget to look around because here’s the reality: If you don’t know what your competitors are up to, you’re playing the game with only half the playbook. That’s why…
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Walking the Talk

“Customer-first” is a phrase you’ve probably heard a hundred times. Maybe you’ve even written it into your company’s mission statement. But as easy as it is to say, living it takes intention, discipline, and the courage to see your business through your customer’s eyes, to admit when you’re wrong and…
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Treat Every Customer Like a Co-Owner

You’ve probably heard of employee-owned companies—those workplaces where employees hold a significant stake in the business. These aren’t just feel-good stories; studies show that employee-owned companies often experience higher satisfaction, lower turnover, and a stronger culture overall. When people feel like they have skin in the game, they’re more engaged.…
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Closing the Sale Doesn’t Have to Feel Weird

Asking for the sale can feel awkward—especially when you’re new or working in a high-end retail. Whether you’re helping someone shop for an anniversary gift or guiding them toward the luxury timepiece of their dreams, that final moment—the moment where you say, “Would you like to move forward?”—can make your…
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