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Leadership Qualities

As a business owner or general manager, one of your most important tasks is delegation. On its face, delegation sounds like the opposite, like you’re trying to avoid a chore because you don’t enjoy doing it and would rather someone else deal with it instead. However, great leaders understand their…
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Finding Opportunity Amid Uncertainty

Even in the best of times, there has always been uncertainty in the marketplace, regardless of the industry your business is in. Trends come and go, the economy might be up or down, and even an election might change your company’s outlook. And because this is 2020—one of the strangest…
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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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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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Are You Losing Customers to Bad Customer Service?

The customer experience is the most crucial aspect of your business, beating out even your products and service offerings in the hierarchy of whether customers choose to shop with you or with a competitor. This was confirmed again by Shep Hyken, who recently put out a “special report on customer…
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Happy Employee Appreciation Day 2020!

Happy Employee Appreciation Day 2020! Today is the one day of the year to show your staff just how much your value their hard work and overall contributions. Just today. No other day. Of course that’s not true! Just like Valentine’s Day isn’t the one time of the year to…
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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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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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Managing Your Productivity: Striving for Zero

We’ve spent the last couple of weeks delving into how to improve your productivity with the processing and organizing workflow described in David Allen’s Getting Things Done book on the subject. One of the concepts we covered was the notion of an inbox, at which time we described this as…
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