Do your employees recognize that customer service is a team sport? This article from Shep Hyken describes how a team working together can help your business thrive and succeed with happy and most importantly loyal customers. This is a summary. We encourage you to read the entire article. The other day I was having breakfast […]
Do You Ask Your Employees to Act Like an Owner
We saw this article from Shep Hyken about a company who told their employees to act like an owner. The article describes the success of both the company and the employee who took the instructions seriously and responsibly. One of my favorite concepts to cover in my customer service keynote speeches is to act like […]
Do Your Customers Trust You?
Do your customers trust you? (This is fact.) Do you think your customers trust you? (This is opinion.) There is a trust gap between customers and the companies and brands they do business with. Shep Hyken has an excellent article that reveals the importance of the “trust gap” in this article. The difference between the […]
How to Document Workplace Impairment
We often get requests from clients who provide an example of workplace impairment they’ve witnessed. Then they tell us they want to send the employee for a drug test in the hope of getting a positive result without a documented observation. Some supervisors see poor performance in the workplace and believe substance abuse is the […]
5 Reasons You Need a Customer Advisory Board
This article presents the actions Mailchimp took to create a customer advisory board (CAB). The article contains some very valuable information on steps to take to make your business survive and thrive. For example, are you: Soliciting feedback on new products or services? Making your C-level personnel available to your customers? Dismissing input from certain […]
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