Horrible Behaviors

Sometimes giving examples of horrible behavior illustrates what we’re trying TO do regarding excellent customer experience. Using negative illustrations in a lighthearted manner in a staff training can help people to reflect and notice if they’re guilty of any of the top five. Top five horrible example behaviors.  Enjoy the…

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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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