6 things you should NOT do when a customer complains

In my last article I recounted the story of Mike (you can read the entire story here). Assuming you are the general manager of the store in which Mike’s story unfolded, we need to discuss what you would and should do. But first, let’s look at what you should NOT do. You should NOT attribute … Read more…

Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened … Read more…

Leadership Challenge #1 – The Customer Service Fail

You are the owner/manager of a retail department store. Your store is busy so high sales volume also means a lot of returns. One of the new employees is tasked with handling the checkout register and for restocking items as they are returned when checkout traffic permits. The employee has gone through the company’s orientation … Read more…

4 questions to ask when someone brings a problem to you or you can learn a lot from a monkey

Leaders, especially superlative ones, are achievers. They get things done. They are typically hands-on, roll up the sleeves type of people who attack life and its opportunities head on. It is that sort of attitude that contributes to success, a tenacious, never say die pursuit of achievement. Typically they are labeled Type A, but I … Read more…