Click here to view a worthwhile, short video. (For a complimentary copy of How to Hire Tough to Manage Easy in Today’s Turbulent Times, click here.) … [Read more...]
On the Importance of Customers AND Employees
February 14, 2011 By Leave a Comment
1. Our customers are the most important people in our business. a. Our best employees are the most important people in our business because they take care of our customers. 2. Our customers are not dependent on us. We are dependent … [Read more...]
5 good reasons to get rid of underperformers…
October 8, 2010 By Leave a Comment
“A”-players don’t like being on the same team with “C”-players. You pay the same to the “A” as you do the “C,” you just get less for your money. You spend way too much time trying to figure out how to get the unmotivated … [Read more...]
A question about your Return-on-Investment
September 8, 2010 By Leave a Comment
The worldwide web, magazines, billboards, radio, TV, and newspapers are full of ads for department stores, specialty chains, grocery and drug stores, auto dealers, etc. All of these ads cost a fortune and their purpose is to get people into the store … [Read more...]
Are you asking the right questions?
August 31, 2010 By Leave a Comment
Every industry seemingly tries to keeps its finger on the pulse of their customer base by building a service satisfaction question into the buying process. At the grocery store, you’re asked if you found everything you were looking for. The … [Read more...]
Look in the corners…
August 12, 2010 By Leave a Comment
Everyone knows to clean the aisles because they are what everyone sees, but the best employees and managers know that one key to running a great operation is to make sure you also clean the corners as well as the other nooks and crannies no one … [Read more...]
It’s Really the Waiter’s Fault (or “Who’s Responsible for Quality Control?”)
July 2, 2010 By Leave a Comment
On 6/23, I wrote here about the messed up order I had at one of my favorite restaurants in Boston wherein I felt it was the kitchen’s fault. I felt since I'd made it a point to confirm with the waiter that he had written the order up … [Read more...]
The High Cost of Automation
June 28, 2010 By Leave a Comment
As expressed in an email I recently received, automating business processes has a definite downside: “I'm always amazed by the number of bank tellers who want me to sign up for direct deposit. I'm sure these misguided workers are required to make … [Read more...]
You’re Only as Good as Your Last Interaction
June 23, 2010 By Leave a Comment
This not only applies to customer service, it also applies to food service. There is a particular restaurant I like to go to whenever I’m in Boston because I can count on consistently great food and consistently great service. This past week, the … [Read more...]
Connect with Us!