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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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Watching the Tape

When most business owners think about mystery shopping, they picture an average consumer entering a store to evaluate the customer experience. This includes everything from the impressions they form when approaching the store’s exterior to how the employees treat them once they’re inside. Additionally, they’ll usually have feedback regarding store…
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Mystery Shopping During a Pandemic

Whether you’re a longtime mystery shopper, a dabbler, or a first-timer, you’ve probably wondered how this process works in light of the coronavirus pandemic. After all, restricted occupancy, social distancing, and facial coverings are sure to make any customer experience awkward and your task as an evaluator challenging—to say the…
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Beyond Order-Taking

Let’s return to RestaurantRockstars.com’s Roger Beaudoin again for inspiration, this time for how to maximize profits and create an overall superior customer experience through good sales practices and quality options. To begin, we can see in another video podcast with RunningRestaurants.com that Beaudoin describes the difference between salespeople and order-takers. He…
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More Keys to a Great Restaurant Work Culture

More Keys to a Great Restaurant Work Culture Last week, we covered RestaurantRockstars.com-founder Roger Beaudoin’s first four keys to developing a great restaurant work environment. This week, we’ll detail the remaining points of his philosophical roadmap for ensuring a great customer experience. If It’s Not Fun, Why Do It? Beaudoin…
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The Keys to a Great Restaurant Work Culture

RunningRestaurants.com recently posted a recorded call with Roger Beaudoin (founder of RestaurantRockstars.com) to explain what makes for a great working environment in a restaurant. His eight points act as a sort of philosophical roadmap for how to maintain a healthy culture that will ultimately deliver the best customer experience possible.…
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Customer Service in a Time of ‘Social Distancing’

Many of our clients are in the retail, restaurant, and medical services industries, which means their employees are out in front of the public all the time. Reduced hours, understaffing, sanitization requirements, supply-chain stress, and temporary business closures are very real factors affecting these industries and many others, so it’s…
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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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