We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed […]
If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might […]
It’s the age-old mantra: “Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business […]
When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work […]
Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. Acknowledge Me Before You Ghost Me. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. […]
We have a 7:30 dinner reservation at a nice restaurant in Vegas and actually arrive about five minutes early (Yeah CeCe). The hostess (not extremely friendly) takes my name and phone number. Handing me a pager, “this will vibrate when we have your table ready.” “We have a 7:30 reservation and everyone is here, how […]
“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP”, she kept on saying. Now she’s starting to annoy me… I was having […]
Walk into a restaurant, retail store or hotel, and you might encounter a manager who seems to be doing the same tasks as the people he’s managing. Maybe you’re in one of those jobs. A lawsuit by employees against a retail store revealed how meaningless the title of manager can be: the store managers were […]
