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Quality, Competence, and Consistency

Do customers trust your business? Can they be confident that when they purchase something from you, they’re going to get what they expect every time? Do they know that your employees are going to do their jobs well to facilitate that experience? Every business owner wants to believe the answers…
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What a Dirty Bathroom Says About Your Business

An old-timey saying tells us that the devil is in the details. Put another way, we are warned to not get so caught up on the big picture that we neglect the little things. Pay attention. Look for the small concerns before they burgeon into full-blown problems. But the big…
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How to Manage Your Boss

Managing your own boss sounds oxymoronic, at first. We often think about management as being a downstream action, with someone above managing you, and you managing those further down the chain. As it turns out, the most effective leaders do both: they take the responsibility of making sure tasks get…
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The Trust Economy

Reputation is everything. It encompasses every aspect of your business, from the quality of your products to the care you show your customers. It’s word-of-mouth, and it’s the number of stars on Google Reviews, Yelp, or whatever else. Perhaps most of all, it’s a measure of your business’s trustworthiness to…
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Is Now Really a Good Time to Mystery Shop?

Unless you’ve just returned from a sabbatical in the Alaskan interior, you’ve probably noticed that these are unusually intense times we’re living in: the headline of every newspaper and the highlight of every cable news segment is singularly focused on just how perilous it is to even go outside. Hyperbole…
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