We're Making Headlines

It’s nice to be noticed — in trade publications, on web sites and in other media outlets. So when others take note of what we’re doing, first we jump up and down a bit, then we post it here.

Effective Training Can Reduce Employee Turnover

An effective training solution for employees is a great way to encourage the best employees to stay, others to improve, and those who struggle to move on. Read more

Legendary Customer Service Attracts Families and Singles Alike

In condo living, singles and young couples are now living next to families and retirees. While a family of four is likely to have very different needs than their single counterparts, there is a common desire among both demographics — customized customer service. Read more

Experience Loyalty with Customer Experience Management

For loyal customers who return more often, spend more money and tell their friends about your company, train employees how to create experiences rather than just measuring them. Read more

Don’t Leave Money on the Table by Not Cross-Selling

With an uncertain economic outlook in the rental industry, offering customers additional products and services could provide a boost in sales and a competitive advantage. Read more

Get Personal with “Difficult” Customers

Perception goes a long way in your interactions with potentially difficult customers, and how you let your initial perceptions influence your reactions can make or break a sale. Read more

Improve Employee Retention with Training

Businesses need to understand the value of training, including the fact that employees engaged in their work are likely to stay longer and be more productive while they are there. Read more

The Importance of First Impressions

Whether the first interaction with a customer is over the phone or in-person, the initial impression can set the tone for the entire customer experience. Read more

Focus on the Phone

There is a consensus among business owners and managers that the phone is ringing less, making incoming calls that much more important. Read more

Training and Retaining Exceptional Employees

Breaking through cultural and communication barriers to provide a comprehensive training program, is the key to training and retaining exceptional immigrant employees. Read more

The Importance of Creating Legendary Customer Experiences

A new trend is shaping customer service, and it goes well beyond simply providing what guests expect. Today, customer service is being measured against a guest’s experience in total. Read more

Incentive Plans Can Reinforce Sales and Service Skills

With a slow economy forecasted for the coming months, you may need a new way to keep your team motivated to achieve your company goals. Read more

Indifference Makes a Difference

One study reports that 68 percent of customers quit doing business with a company because of perceived indifference from just one employee.  Read more

Legendary Complaint Handling

There can be a huge shift from customer defection to customer loyalty simply by handling a complaint quickly and to the customer’s satisfaction! Read more

Managing and Communicating with the Millennial Generation

Millennials may initially be a challenge to manage, but look a little closer to find their unique views of the world, and wealth of talents and skills that add to the workplace. Read more