Why Employees Should Care About Net Profit

Anyone who has ever looked at a business’s financials will quickly understand the difference between gross and net profit. But for clarity sake, let’s define them. Gross profit equates to how much money is made on a sale after deducting its production costs, while net profit is what’s left over…
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Learning from the Competition and Beyond

Customer-service expert Shep Hyken has another great take on what it takes to deliver a superior customer experience, this time taking a look at the importance of studying the competition. But, as he explains, it’s not as simple as copying what they do: “if all you are is a copy…
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The Mutual Benefit of Mystery Shopping

As you consider implementing mystery shopping to develop your business’s customer service and experience, you may wonder how your employees will feel about it. You may worry that some will feel like they’re being spied on, that you don’t trust them, that what they do is never good enough. Some…
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Workplace Harassment

Harassment is an uncomfortable subject for business owners. No one wants his or her employees—or customers, for that matter—to feel violated or objectified. Because most of us live by the golden rule, that we ought to treat others as we want to be treated, we feel a deep empathy towards…
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