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The Rules Are Changing—Can Your Business Keep Up?

You’ve worked hard to build a loyal customer base, fine-tuned your operations for maximum efficiency, and you’ve trained your team to deliver consistently great service. But there’s a new player at the table—and their expectations are different. Gen Z is stepping into their economic power, and they’re already reshaping what…
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Feedback Surveys Offer an Incomplete Picture

Many businesses fall into the trap of relying exclusively on customer feedback surveys to measure service quality. It’s easy to see why: surveys are low-cost, easy to automate, and can be quickly added to any email, receipt, or website. But if you’re using surveys alone to assess the customer experience,…
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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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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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Being Helpful Is Better Than Being Right

Customers have too many options to tolerate frustration. If they don’t like how they’re treated by a business, they can walk across the street or open a browser on their smartphones to find someone else eager to help them. That means one of the only sustainable advantages a small business…
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The Power of Listening

Businesses that listen to both their customers and their employees possess an overwhelming advantage over their competitors. Gathering feedback isn’t just about checking boxes—it’s about making informed decisions to improve the customer experience, increase employee satisfaction, and drive revenue growth. At The Brandt Group, we understand the importance of feedback…
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Mystery Shopper Requirements

One of the first questions prospective mystery shoppers ask is what kind of training is required to succeed in this industry. There are many certification programs, for example, covering everything from shopper ethics to the nuances of different client industries (including dining, automotive sales, and so on). But which of…
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The Phone Is Still King

Nicola Brookes, writing for Vonage, included a series of fascinating infographics in her article, “The Multibillion Dollar Cost of Poor Customer Service”. Among these graphics, we can see that the company uncovered that businesses lose some $41 billion dollars each year due to poor customer service—in part due to the…
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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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