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Be the Change Your Workplace Needs

Most people don’t like the idea of being tested, and fewer still like the idea of being subjected to pop quizzes—especially when they’re being conducted without your knowledge. It should be no wonder that many retail and service employees are wary of mystery shops, which are a lot like secret…
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Avoiding Common Mistakes

Gene Marks, writing for The Hartford, has posted a great list covering many of the common traps small-business owners fall into, especially when they first get started. Many of these observations are important even for veteran business owners, so let’s look at a few today. Don’t Ignore Your Customers As…
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The Heart of Great Customer Service

Over the last several weeks, we’ve taken a look at Shep Hyken’s 2020 special report on achieving exceptional customer service. To wrap up, let’s take a look at what attributes help separate a great from a poor experience. There are a number of positive factors, of course, as Hyken notes…
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