Customer Service Lessons From A Doughnut Drive Through

I recently went through the drive-through of a doughnut franchise in our community. While I will not mention the name of the company, I will tell you they provided me with a great teachable moment to share regarding customer service. On this day, I pulled up to the drive-through menu board to place the order … Continue reading Customer Service Lessons From A Doughnut Drive Through

Dear Business Leader…

Dear Business Leader, I have had numerous conversations with some of your employees who are frustrated with your company's lack of service toward the customer. These individuals have usually been highly motivated and excellent workers who understand that the customer is the lifeline of the business. They understand that if customers are not happy, they … Continue reading Dear Business Leader…

Restoring and Preserving Confidence In Your Organization

It's happened more times than I can count. I contact a business or organization to follow up on a matter that has not been completed and what do I get? Excuses. It usually goes something like this... Me: "I wanted to check on the status of... I was told last time I called it would … Continue reading Restoring and Preserving Confidence In Your Organization