Category: Customer Service
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Sold out, booked out, running late: tell them before they find out
Every business has moments when it can’t deliver. The popular size…
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Can I trust you? The question every customer asks before they walk in.
Before someone visits your business for the first time, they’ve usually…
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Nobody searches for “cafe” anymore
Most cafe owners, asked how customers find them, will say word…
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The Regular Who Stopped Being a Regular
There is a cafe near me that I have gone to…
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Six things every customer wants to feel
Ask someone about a bad customer experience and they will not…
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The Experience Gap: what you think happens, and what your customer actually gets
Ask a business owner how a customer is looked after and…
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5 things that exist only in your head right now and what happens when you’re not there
There’s a quiet risk sitting inside most small businesses. It doesn’t…
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How to document your business operations without losing a week to it
At some point, almost every small business owner gets the same…
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The business kept running. But nobody knew how.
It was a Tuesday morning. The owner had gone into hospital…
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What your customer experiences between ‘enquiry’ and ‘yes’ is costing you more than you think.
Most small business owners think about customer experience as what happens…