Blog posts

In his book The Customer Service Revolution, John DiJulius proposes an easy button for elevating customer experiences. Develop a never and always list of six to 10 actions and standards that are guiding principles for the entire team. These are non-negotiable standards that will place your showroom in the upper echelon of customer service organizations nationwide. ...

Michael Kors recently announced that it plans to shutter up to125 stores in the next 24 months on the heels of news that sales fell 14.1% in the second quarter of 2017. Not a lot has gone right for Kors recently. Problems for the company began to surface last August when Kors announced it planned to reduce inventory at several major department stores because of excessive discounting that tarnished its brand. Kors also told Macy’s that it could not include Kors products in coupon promotions or annual sales. Kors realized that allowing its brand to be constantly on sale confuses ...

Business news headlines tout new technology disrupters such as Uber and Airbnb have taken a large bite out of established stalwarts in the transportation and hospitality industry. It is often considered that industries are disrupted by technological breakthroughs. That’s not the case. As Alberto Brea, Executive Director, Engagement Planning at OgilvyOne, claims the rise and success of disrupters is due principally to established entities’ lack of focus on the customer. ...

As entrepreneurs and creative designers, you work hard. Your job is stressful. The services you perform for your clients are meaningful because you make a significant difference in the quality of many lives. That’s why it is healthy to take a break and recharge your batteries, and one of the best ways to re-energize is to travel. Traveling for business or pleasure gets you away from the showroom and provides opportunities for downtime. When you take a break, you reduce your stress and improve your mental and physical wellbeing. ...

My local dry cleaner was sold. The previous owners were friendly, affable and customer oriented. Once, one evening while dressing for a black tie event, the button on my tux jacket fell off. I don’t know how to sew, so I made a quick dash to the dry cleaner and arrived one minute before closing. I walked in and asked if they could attach the button to my jacket. Because by then it was after closing time, they could of easily said no. Instead, their response was, "No problem."  In less than a minute a potentially embarrassing situation was eliminated. When I asked ...

Inc. magazine recently wrote a glowing review of the Basecamp app, praising it as a combination of Slack and Microsoft Project. Digging deeper, the review found that the reason for Basecamp’s skyrocketing popularity and success as a project management tool is that the app answers the three most important questions in business that every team member asks almost daily.

  1. What am I doing? Every team member wants to know the role that they play in your showroom, why it is important and how they make a difference.If you fail to provide your team members
  2. ...

Pages

Subscribe to Blog posts