Growing Pains and Guilt Trips

Your business is growing. You need to hire and train people to help it grow. You’re worried about “quality control”. Customers and guests say that they love the way YOU do things. So much pressure! Man did I feel guilty when we grew our business enough that I didn’t need…

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Are you wanting to be a game changer?

It’s obvious there is a disconnect with people. It’s obvious there is strife, distrust, anger, and unwarranted judgment. You simply have to turn on the news to hear about the bombing between religious extremist groups, the school shooting that came “out of nowhere”, the home-grown terrorist that rammed a vehicle…

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Managing Your Customer Experience – what’s the big deal?

Not to sound crass but frankly, managing your Customer Experience makes you money. If you’re not making money, you’re not in business. Most definitely be passionate about your product or service, about adding value to people’s lives. Also understand that making money is one of the indicators that your business…

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Cultivating Your Employees to be Influencers

Do you want your employees to perform ‘on point’ even when you’re not around? Of course! How do you help this happen? Do you need to set up remote video monitoring stations? No, that would be absurd and be counterproductive to the type of environment you’d want to create. (Although…

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Customer Service as a Performance?

How many times have you been underwhelmed with the first person you encounter at a business? My guess, sadly, is that it’s almost each and every day. Service expectations have gotten so low in many cases that we’ve come to expect, and excuse, mediocre interactions. Frankly, businesses are unnecessarily losing…

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