TalkShop

Baseball Isn’t The Same

Its spring -- one of the most beautiful seasons of the year. Spring means a lot for sports – the Final Four, the Masters, the NHL Finals, and finally the opening of baseball season. That’s why I’d like to talk about baseball. Rangers Ball Park – Arlington, Texas. It’s the Rangers against the Angels. I bought my tickets online a week before the game. The day before the game, I received a “Thank you” e-mail from the Rangers. The e-mail included a lot of information about the game. For example, it had...

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Own Your Customer Service

A recent article in USAToday reports that, "The government is introducing sweeping protections for fliers to bar long tarmac delays on international flights; require airlines to reimburse bag fees if luggage is lost; and pay people double if they're bumped off flights."  The article further points out that after regulations were implemented a couple years ago barring tarmac delays on domestic flights, long tarmac delays in the U.S. have "...all but been eliminated."  You don't say?  What a shock.      The airlines...

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Asking The Right Questions

Mystery shops are a great way to measure if a company’s procedures and protocols are being followed by a company’s associates.  Are the floors clean? Are you greeting each customer within 10 seconds of entering the store?  How long is the average wait for service?  All of these are important quantitative metrics that provide insight into the specifics of a store’s operations and compliance (or lack of).  More importantly, how do these policies impact the customer?  Do they really care if the entire product is fronted perfectly, and if so,...

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Google Gets You

It’s April 1st. Hopefully you were prepared for your friends’ and co-workers’ attempts at humor by telling you that your zipper is down or that Pierce Brosnan died. Today we are saluting a company that understands its customers, respects its employees and pranks us all every year on April Fool’s Day. Google got into the April Fool’s Day game in 2000, inviting users to search by projecting a mental image. Users were met with errors such as “insufficient conviction.” In 2005, Google introduced Google Gulp, a drink that would optimize users’...

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Did you jump start your sales in January?

Did you "Jump start your sales" in January? If you did -- great! So you tried to focus on a suggestive selling campaign and it worked - maybe a little, maybe a lot.  If it was just a little, what went wrong?  You focused on suggesting a specific product that complements another.  You trained all of your employees on what to say and how to say it.  You posted advertising.  But the dial only moved a small amount. Here is a list of questions to ask yourself: (1) Do my employees know how well they are...

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