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Why Feel-Good Platitudes Fail on the Front Line

You’ve probably heard these common sayings so many times that they seem like they’re always true. The Golden Rule, the Customer Is Always Right, You Can’t Please Everyone, and so on. They’re repeated so casually that no one even bothers to question them anymore. But, even though they sound so…
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When the Fight’s Not Worth It

Many business owners and managers have fallen into the trap of believing that every customer is worth fighting for. The age-old adage that tells us the customer is always right has convinced many of us that we need to bend over backwards to satisfy every person who comes through the…
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Setting Expectations

As Katherine Barchetti has said, “Make a customer, not a sale.” Indeed, one of the common themes of our blog is the importance of making the customer experience your top priority so you can do just that. There is nothing more vital than the lasting impression he or she takes…
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