An axiom, if ever there was one. But what if customers see problems with your business that you do not? As customers, we have all had moments where we wonder "where’s the manager" and "can't they see what I’m seeing." Not knowing or not seeing the business through the eyes of the customer can negatively … Continue reading You Don’t Know, What You Don’t Know.
Yes, the COVID pandemic is still affecting business operations almost a year after the initial shutdown in the U.S. If you're a hospital struggling to care for patients with overworked staff, patrons will understand and extend grace. But other establishments who still blame the pandemic for their customer service failures cannot expect the same. There … Continue reading Consumers Are Tired of COVID as an Excuse for Poor Service