I can’t understand the recruitment policies of department stores. You’ve probably experience this yourself. Sunday afternoon, hardly anyone around, and staff standing around behind the
We have to be careful that our politically charged and polarised world doesn’t transfer to Sales and Service. We think we “know” the truth. The
Board and executive meetings are tough. You know you’ll be challenged on something. You’ll be on the defensive. A tried-and-true tactic to survive these meetings
An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation. They are reducing two Sydney flagship stores to 1, and eliminating 6 floors.
If the customer doesn’t know why they made a decision, how are you supposed to help them make it? There are three factors at play:
What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works
I was just completing a report for a new banking client and noticed two measurements heading in opposite directions. Their mystery shopping scores were low,
How do you get an 18-year-old cashier to care.? How do you get a labourer on a construction site to care? How do you get
That’s a typical Australian welcome to a retail store. “Are you right there” is right up there with loose and useless statements. It can be said
Osteria Francescana was voted the best restaurant in the world for 2018. If you look at the Trip Advisor reviews, you will see 86 people
Don’t be confused. Information is not wisdom. I’ve heard a lot of people say things like “wisdom is everywhere” – thanks to the internet. But wisdom
What’s the purpose of customer surveys? If you think it’s to measure customer service you may want to re-consider. Surveys measure what the customer thinks
Being in the Mystery Shopping business, I often get asked some good examples of great sales. Here’s one of my own where a cab driver
Chinese shoppers are renowned for their price sensitivity and intense negotiations. I spend a lot of time there, yet I’m constantly surprised at the pace
Back-of-house Staff can usually hide their habits. (This 7 second video is to be seen to be believed – for its ordinariness) To increase transparency, some restaurants put the
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