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Customer comment cards. You see them along with your receipt from dinner, or next to the check-out at your favorite spa. Do you ever fill them out? Ever wonder what happens to that card? Does [...]

At the beach for vacation, I was surprised how many times we were greeted in restaurants with, “Hi. Tonight we’re out of…” While I appreciate the early update of what [...]

It has been said that it takes 12 positive service experiences for a customer to “forget” 1 negative service experience. If you’ve ever tried to make amends with a dissatisfied [...]

In a previous article, we shared various ways to offer great customer service to your customers. In this article, however, we’re going to shed a little light on small things you (or your staff) [...]

“Where’s the restroom?” – “Down that hall, to the right.” (Finger pointing to the back of the restaurant). This is a pretty common occurrence when out at a restaurant, cafe or retail store. I’d [...]

The Background It’s no secret that social media is an easy way to grow your brand identity and instantly reach your customers (and potential customers). But many retailers, restaurants, and [...]

After working at a flagship Ralph Lauren location for over three years, I can easily tell you that when it comes to customers – I’ve seen it all! Celebrities, royalty from Saudi [...]

When I recently observed a customer walking away empty handed, and one of my sales team thanking her for her time, I asked what had happened  – why no sale when the woman came in for a very [...]