An earlier article by Shep sparked a number of calls/emails from readers who wanted to discuss doing business in tough economic times. The discussions centered around “fear based” issues as…
If you’ve read any of my books, you know there has always been an emphasis on internal service. The Employee Golden Rule, as I call it, is to treat employees…
One hotel comes out with a better bed. It gives them a competitive edge for a while, but eventually other hotels catch on and compete head to head. Eventually these…
Have you ever thought about the financial value of your customer? Let me give you an example. Let’s say you own a grocery store. The average customer spends $50 each visit…
Finding out what your employees think should be ongoing, just as it is for the outside customer. What methods of employee feedback work best and how often should feedback be…
The other day a friend of mine ordered a grilled sandwich. When it came out it was burnt. He pointed out to the server that it was burnt and she…
Just last month, STELLAService released a study which concluded that great online customer service is worth a staggering $17.3 billion in the United States. Click Shep’s photo to visit his web site.
At any given time, even when we don’t suspect it, we might be creating an impression about our company, or even ourselves. And whenever it comes to dealing with the…
This article is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, from a receptionist to a CSR to…
As I think about my friends and colleagues who are successful, I see some commonalities about them. They are approachable and available. They have a bond with their customers as…
