Customer Service

Customer Service or Customer Shakedown?

July 16, 2011

Several years ago my work as a customer service speaker took me to a franchised  food establishment to study their operation. At first I was impressed. They had an aggressive marketing campaign and had really streamlined their food production. Behind the scenes, they ran a great business. With customers, they were less impressive. That day the [...]

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Flipping The Pyramid on Leadership

March 13, 2011

The traditional organizational chart of a company resembles a pyramid. At the apex of the pyramid is the head of the organization – the President, CEO, Owner, etc. Below this leader are various levels of officers such as vice-presidents, department heads, managers, etc. At the bottom of the pyramid are front line employees. Each level [...]

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Motivating Retail Employees

April 6, 2010

Recently I was asked to comment on how to motivate retail employees. I actually own a retail store myself, so I think a lot about this issue. Here are a few quick thoughts: 1. Connect your employees’ work to a bigger picture. Help them see how what they are learning and experiencing will help them [...]

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Scott Quoted In Journal Gazette

November 25, 2009

Just quoted in an article about providing good customer service during tough economic times. Check it out here.

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How to Turn Angry Customers Into Customers For Life

October 9, 2009

I own an Edible Arrangements franchise in Los Angeles with a manager, several employees and, fortunately, a whole lot of customers. My favorite customers are those who complain. Angry customers who voice their concerns are much better than upset customers who don’t express their dissatisfaction. When people complain, it’s because they care and want things [...]

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