In real life, things often don't go according to plan, and in the service business this is an everyday occurrence. Customers want to know that they are cared about, and owners want to feel confident that their employees can solve problems when they arise. Everyone is disappointed, even the employees, when this doesn't happen. So how do you solve this dilemma?


"The employees don't care; it's just a job"

Do you feel like you are the only one who really cares about your business because you are the only owner? You want your staff to care as if it was their own project, but some days their hearts aren't in it, and customers notice. read more


"The employees have no idea what makes us special."

As a business owner, you want to show your best face to every customer. You want them to know what makes your business special, and why they are important to you. But what if your employees don't know how to send this message to your customers? Here is a true story - would it be the kind of tale you might hear about your business? read more


"I never get any complaints from my customers."

Did you know that most customers don't complain at a place of business anymore? They either make a comment on a social media platform like Twitter or Facebook, or they just quietly walk out and never return. They will make themselves feel better by complaining to friends and family, and business associates. read more

Social Media

"I don't have time to tell random people what we are doing every day."

Facebook, Twitter, Flickr, Tumblr, Google+ , Pinterest the list goes on. How can you possibly keep up with all the information out there? What difference does it make if you participate?? Social media can be time-consuming, but it is more effective than many traditional advertising methods, and costs less in dollars. read more


"We have lots of regular customers who are satisfied."

Customer expectations are much higher than they used to be, and studies now show that satisfied customers are not actually loyal customers. read more