A customer walks into the showroom. The salesperson is friendly. They answer every question. They explain the product clearly. The customer seems interested. Everyone walks
Some businesses measure everything. Customer satisfaction. Wait times. Conversion rates. Complaints. Staff performance. Repeat visits. Average transaction value. There are dashboards, reports, surveys and weekly
From behind the counter, the café probably looked busier than ever. Delivery drivers coming and going. More orders appearing on the screen. Coffee machines running
Some cost cuts save money immediately. Then cost far more later. That is the part businesses often miss. When conditions tighten, the pressure is usually
“I’ve already told them.” You hear leaders say this all the time. They sent the email. They explained it in the meeting. They mentioned it
There is a strange assumption in business that better customer service always means adding more human interaction. More staff. More conversations. More check-ins. More opportunities
A friend of mine stayed at a hotel in Tel Aviv, Israel, a while back. She’d been there once before and decided to return. When
Think about the last time you went to a restaurant, finished your meal, and nobody offered you dessert. Happens all the time. And it’s not
A little while back my wife and I drove up to Ettalong Beach for a weekend away. About two and a half hours from home.
Here’s a stat that always gets me. Australia is about 4,000 kilometres from one side to the other. It takes five to six days to
I was out in a country town in Western New South Wales a while back, and it struck me how friendly everyone was. People say
You’ve heard the line. “Do what you love and you’ll never work a day in your life.” It gets thrown around a lot, especially by
I had a potential client call me recently. He wanted to evaluate what was going on with his sales staff. Why weren’t they converting? What
Ever looked at your Google reviews across your store network and wondered why some locations consistently get glowing feedback while others seem to attract complaints
I’ve had this conversation more times than I can count. A client comes to me and says, “Look, we’ve got a real problem at this