How Will You Know?

by Danny Summers

These are your customers or guests in the coming weeks.

How will you know... what they are thinking?

What's Your Blind Spot?
How Cognitive Biases Limit You as a Leader

by Carl Phillips

It’s been over 22 years since the roll-out of The Garden Center Group Mystery Shopper Program. Over three thousand, six hundred (3,600+) shops have been completed that form the basis for great customer service benchmarking.

How to be a Customer– Are there classes for that?

by Carl Phillips

In my first career life I was in some form of department store management.  Everything from managing particular departments, operations manager, store manager and regional manager of stores.  I’ve spent countless hours helping my associates deal with every customer type known to mankind.  At one point in my career journey, as a store manager, I asked my associates to never tell a customer no.  If a customer asked for something the sales associate knew they couldn’t grant, they were to apologize and say “I’m sorry, I can’t authorize that but I’ll call a manager”.

It's amazing how customers change their confrontational tone, most of the time, when a manager is involved.  It’s even more amazing to witness other customers becoming involved, in a non-confrontational way to bring a positive lite to a situation.