by jamie | Sep 15, 2022 | Customer Experience, Employee Engagement
Details matter the most. Especially when you have customer facing employees. Taking that extra step may require additional time and effort, but it provides the customer with correct information and makes for an all-around better experience. While on...
by jamie | Aug 25, 2022 | Employee Engagement
Over the years I’ve practiced strategies to deter and redirect the “constant hand raiser” and the “sleeper” in my college classes and workshops. Yes, even I get the occasional sleeper. After almost a decade of practice, I now feel comfortable calling out these and...
by jamie | Jul 25, 2022 | Empowerment
I’m especially reminded of this when setbacks occur and I have to push my bruised ego aside and forge a new path. Although my business is 8 years old, I’ve had three complete halts of business – during my maternity leave, my husband’s month-long hospital stay...
by jamie | Jul 15, 2022 | Employee Engagement
My daughter couldn’t go swimming in the lake at our recent Catskills vacation because no lifeguard was on duty. Our passport renewal appointment was cancelled because, again, there wasn’t adequate staffing on a Saturday. Lastly, self-checkout kiosks...
by jamie | Jun 27, 2022 | Employee Engagement, Moment of Truth, Service recovery
Sometimes you just have to laugh, rather than cry, when a customer interaction doesn’t go as planned. This was the case last month when trying to renew my daughter’s passport. But just because you laugh doesn’t mean it’s funny. An in-person...
