TalkShop

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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The Value of $18

Rather than take a plane to Chicago to meet with some of my clients, I decided that, for fun, I would try the train. (Blame it on my recent visit to Cincinnati’s beautifully-preserved, sickeningly Art Deco Union Terminal train station, coupled with my love for old movies in which motors and planes were less accessible.) While my expectations for this form of travel weren’t abundantly high, per se, I was still kind of excited to try something new. Upon arriving, I got in line to retrieve my ticket. In front of me was a kindly...

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When You Give Your Customer A Lemon…

Before I found my true calling as a Client Services Manager at IntelliShop, I made my living as a fishing guide in the Florida Keys. Being in my small boat with my customers, 8 hours or more at a time, miles from civilization, was the crucible that helped forge my understanding of what it takes to provide superior customer service. Most of the time the job of pleasing my Clients was easy and made easier by cooperative fish, nice weather, and gorgeous surroundings. When nature did not cooperate, my Clients understood that these things were out of my control, and, as...

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