Customer fits: What is the employee responsible for?

I, like you, have witnessed bad customer behavior during the pandemic. Just this week, I heard a 10-minute phone call where a customer threatened to bring a gun to my client’s establishment and perhaps some gang members. I, like you, have found myself saying, “I’m just going to control what I can control.” We can’t control rogue customers throwing fits. …

Podcast 73: Why are your people here? Lessons from St. Paul‘s Cathedral

Before Simon Sinek’s Golden Circle there was the Sir Christopher Wren story. Have you discovered and clarified your team’s purpose?   If not, you’re missing a big factor in employee engagement. To explore your purpose, use our free worksheet.    We would love your questions and comments for future episodes: Email Mike and Mark.    Listen here, subscribe on Spotify or …

“Why should I care?”

If Simon Sinek’s Golden Circle is a bit too abstract for you, this might help. It’s from Carmine Gallo, author of “The Storyteller’s Secret,” in Inc. magazine: “Steve Jobs Was the World’s Greatest Salesman Because He Answered The 1 Question on Everyone’s Mind.” We are all selling something. How might Gallo’s question help you with your customers? Your coworkers? Your …

What customer loyalty looks like

Businesses and individuals, how will you know when you have won over your customers? When they are truly loyal? It’s not when they buy from you. It’s not even necessarily when they return to you. It’s when they advocate for you. Swedish band fans Years ago I used the file-sharing service Napster. We felt like we were riding the wave …

Meme watch: We’re getting rough on retail employees (again)

Over the last few months, society has changed, yet again, its expectations on retail customer service. I base that statement on three things: Conversations with clients Observations while I’m shopping Recent memes. Memes only tell us how people who are online and are willing to post and express themselves feel about life. (Never get tricked into thinking that online opinions …