Night and Day Customer Experiences

Today’s blog is a bit of a rant. I find it so incredibly irritating when customer service is done so completely wrong and people (in this case me) feel like they’re an inconvenience, a criminal, a distraction. It’s a revenue loss for a business that does not have to happen.…

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Empowering Employees to Wow Unhappy Customers

A challenging part of growing a business is to transfer all that’s in the owner’s head – vision, knowledge, etc. – to employees and then train them to act in a manner that supports the business vision. Goals: Grow Our Business Through “Free” Word of Mouth Advertising Give All People…

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Tips for Avoiding the Worst Customer Ever

When we first opened our 18-room boutique hotel we were so excited for business that we said yes to anyone and everyone who wanted to stay! Big mistake. We quickly learned the importance of setting up expectations and serving the customer’s needs, even when that meant recommending alternative lodging. A…

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How to Knock Customer Service out of the Park

We’ve all experienced it. Mediocre Service. Poor Service. Stellar Service. Small business owners need every possible advantage. A poor review can be crippling. In contrast, you can reap tremendous rewards from a customer  whom you’ve really impressed (especially after a screw up). Keep on reading for a strategy to train…

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Let it go. . . lessons from Frozen

Do you want to develop a business and not simply create a (more than full time) job? Do you find your business growing to the point where you need to delegate more in order to preserve your sanity/health/marriage? I didn’t want to create an 80-hour week job for myself. No…

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Guts – No Glory

Ah . . . the not so glorious glory of a business owner. It takes much selflessness to run a successful company if you want to develop a team (so you’re not chained to your business.) How DO you as a business owner, grow your company into a robust healthy…

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