Swimming In A Sea Of Sameness
The majority of your industry is competing to please anyone and everyone they can. The only way they can do this is by creating lots and lots of average experiences that people can’t really complain about. The problem with creating average products for the masses is that it means you are probably using the same [...]
Company Culture Will Make Or Break Your Business
As a company grows, layers and layers of management commonly act as a barrier between customers and upper management. Because of this disconnect, the ability of company owners to truly listen to what customers are saying becomes difficult. As a consequence, many customers grow tired, bored or impatient and take their business elsewhere. Jason’s Deli [...]
Pearls And Pom-Poms
Pearl Weaver is the epitome of incredible customer service. Pearl has been with Arby’s for 19 years, and currently works at the Arby’s on 32nd Street in Camp Hill, Pennsylvania. A few years ago, the employees at Unit 1172 were challenged not only to make their jobs fun, but to make sure Arby’s customers were [...]
Success Is In The Details
On the first day of practice, Coach John Wooden took off his sneakers and socks and told his players to do the same. Then he went through a careful demonstration, showing them how to eliminate wrinkles, creases, and folds in their socks. The players usually wore two pair of socks, and he would show them [...]
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