Blog

I answered the following client question with a No. Client: “Hey Steven, we’d like to have you speak at our conference about how our managers

We spend so much time and money chasing after service initiatives. Is it important? Service Integrity surveyed 324 respondents asking the following paired response questions.

Have you ever gone shopping and bought some electronic gadget only to find it’s collecting dust under the stairs? Spending money on surveys can sometimes

Are you customers loyal? Do they drive business? Most organisations fret over this question. Companies obtain their Net Promoter Score by asking customers a single

Your employees don’t care. They have a dead end job. You know it and they know it. But you need them. How can you get

I know I know. Your staff hate up-selling. They think it’s pushy. Some staff still think customer service is all about the warm cuddly “How’s

The biggest problem facing Retailers is their ability to sell. Below are some statistics from thousands of Mystery Shops collated through my company Service Integrity

Are you customers loyal? Do they drive business? Restaurants fret over this question, as do most organisations. Companies obtain their Net Promoter Score by asking

Would you rather be a car or a bridge? I recently had the good fortune of connecting a client with a supplier. The connection was

Although a very scarce resource, water is a commodity. Everywhere you turn, you will see water bottles for sale. How do you choose one over

I recently spoke at a conference in Hobart when I was taught a wonderful lesson by a cab driver. Just before I entered the cab

EXCEEDING EXPECTATIONS IS UNNECESSARY How many times have you heard a Manager tell staff that the company is all about exceeding expectations. The statement gets