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Self-Checkout Woes: When ‘Convenience’ Hurts Your Experience

When self-checkout stands first became popular in the early 2000s, the promise was an attractive one: get in-and-out of the store faster by not having to wait in line for a checker. This worked especially well when you had just a few items—the regular checkout lines would handle the cartloads…
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Surviving the Restaurant Industry Decline

Even though most of the country has returned to normal, putting the pandemic in the rearview mirror, there’s no doubt that there is still lingering fallout from the lockdowns. One of the hardest-hit industries has been restaurants, many of which were forced to lay off most of their staff and…
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Collective Intelligence

A common feeling among small-business owners is that they’re all alone. After all, each one faces competition for customers, supplies, and employees. This is further magnified in a time of inflation, supply-chain headaches, and widespread understaffing. While this sense of isolation can apply to larger corporations, it’s an even stronger…
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Customer Service Starts with Company Culture

While we should hope that every business wants to deliver a top-shelf customer experience, complete with great products, convenience, and a well-trained staff, far too many fall short of these lofty standards. Worse still, there are many companies that seem to have accepted their shortcomings as being necessary, especially in…
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Solve Frustration with Communication

With staff shortages and supply-chain interruptions, every industry is marred by mounting delays: car dealerships, book publishers, healthcare, retail, restaurants, and more. We’ve all experienced it one way or another, from empty shelves at our grocers to longer waits at understaffed restaurants. Economically speaking, long-term staff shortages and supply-chain issues…
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Understanding the Labor Pool

Writing for Forbes, Emmy Lucas posted an article this week titled, “Five Types of Talent Behind the Great Resignation,” in which she details some of the personality types of people who’ve left their jobs in recent years. While many market watchers have attributed the Great Resignation to factors like early…
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