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At some point, we have all received poor customer service and have almost come to the point to expect an unpleasant experience wherever we shop for products and services.

So, you can imagine the refreshing glee I had when friends and I recently dined at a restaurant celebrating a mutual friend’s birthday.  The entire dining experience was one that we all said we would remember for many years — from the well-lit parking lot, to the crowd management in the hostess area to the fine meal we each enjoyed.

The Effective Ways to Get Back on Track for Year 2016 Business Goals

These tips are by no means exhaustive, but they will help you get your 2016 business goals back on track.

First of all, don’t get overwhelmed with frustration and fear of “running out of time” to meet this year’s goals.

Is your business experiencing high turnover? Are your sales are down?  How well does that bode with your current staff?

According to Gallup research, the top reasons an organization experiences high turnover is because of:

Has this happened to you?  SCENARIO:  Joe, a customer, is furious and screaming at your employee for causing his business to incur expenses due to the late delivery of his product.  The purchase order clearly indicates that the agreed upon date and it is also clear that Joe is wrong.  Joe’s anger prevents him from seeing/hearing the facts until at last, he takes a closer look at the order and his face now is red from embarrassment instead of anger.

While it is tempting to relish in the idea of getting even with the customer and making him acknowledge his obvious mistake, there is no value in doing so.  It is not a good look for the customer, your business, your brand or to you as an individual.

Okay, let’s get right to it !

What do customers want in their experience with businesses?  They want frontline employees to be empowered with decision making authority and to be thoroughly familiar with products, services and company policies.

Customers expect and are entitled to being treated with respect.  They want businesses to LISTEN to their questions without any anticipation of what they will say.  Customers do NOT want to repeat themselves.

1) Personalization – Customers value their “space” but also don’t appreciate being ignored.  They expect you to know when to be personable and know when to “back off”.  They expect companies to put information in spaces that are easy to find (online, on packages, on store shelves…).  Research shows that about half of online shoppers will “dump” their cart if they cannot find easy answers to their questions.