Archive for February, 2013

Firm’s Owner Has an “Undercover Boss” Moment of Horror

If you’re not familiar with the show Undercover Boss or the recent Boston Market Undercover Boss’s “I can’t believe my employee thinks and acts this way!” moment of horror, you can read about it here. What she saw terrified her and, although extreme, is a great cautionary tale for business owners. What she found reminded me […]

Why You Must Make It Comfortable For Customers To Give You Feedback

If you want to stop giving “good” customer service and join the ranks of the “elite”, you must learn how to make it safe and welcoming for customers to give you feedback. If you don’t, you’ll never hear about those little annoying Moments of Truth that alienate your customers, but which they’ll never tell you […]