11
Dec

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …
19
Jun

A store told me they don’t want my business! HuH?!

To be fair, the store didn’t directly tell me that my money wasn’t wanted, but their actions certainly made me feel that way. Here is the situation: It’s the week before Father’s Day. I’m looking for gifts, buying cards, and then….I notice the lonely music store in the mall. Is the store really lonely? Perhaps not. But when I looked …
10
Aug

6 things leaders can learn from dog training

My dog, Piper, is awesome.  The reason she’s awesome: shortly after getting her from the local SPCA, I spent a lot of time training her.  I have continued training her over the past 9 years.  The more time I have spent training her, the more I have noticed parallels between dog training and employee training.  Here are a few principles that …
11
Feb

Is your Receptionist turning away customers?

Is your receptionist helping or hindering your business? Lately, I have run into several that were doing a great job turning away my business. Here’s what happened and my thoughts on initial steps to improve the impression your critical front line employees like receptionists are giving your customers.   The Veterinarian Receptionist The …
29
Jan

Tell your employees what you want

All too often, we expect that people must know what we expect because it is obvious to us. Guess what?  In the world of setting expectations, nothing is obvious.  I’m sure you’ve heard the old adage about what “ass-uming” does… that rule certainly applies when you want your employee to change their behaviour. The first …