Are your sales reps using questions that prove your rep is uninterested in your prospect or customer? Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked Shep Hyken if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a […]

The difference between perception and reality is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. Shep Hyken explains the difference in this article. We encourage you to read it closely. First, […]

I read “some customers aren’t worth doing business with” as the title of this article from Shep Hyken and was taken back just a bit. And then I thought, he is right. How many times have you experienced a customer that drains your company of time and resources? How many customers do you have to […]

Is there tension between leadership and customer service at your organization? Shep Hyken has a great article on the subject. His friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the sales force. Hawkins reports the president of a Fortune 500 company told him, “Tension between […]

A Harvard Business Review study found that 80% of employee turnover is due to bad hiring decisions, and 45% of bad hires are attributed to a lack of process. The cost of a poor hiring decision can be quite high, with estimates ranging from a low of $18,700 to hundreds of thousands of dollars in […]