Posts by GoSmallBiz

Why Customer Service Reps are Like Boxers By Shep Hyken What does a customer service representative have in common with a boxer? They both have to be able to take a punch—literally for the boxer, metaphorically in customer service. But customer service… Watch video Paid Family Leave Requirements By ADP While there are no federal…

Think Like a Customer By Shep Hyken Are you really able to understand things from your customer’s perspective? It’s one thing to say, “Walk a mile in your customer’s shoes.” But sometimes, even when we’re trying to think like a customer… Watch video The True Cost of Hiring By ADP Do you know how much…

What to Do with an Angry Customer When It’s Not Your Fault By Shep Hyken                                    What do you do when a customer is upset about something that’s out of your control? It’s one thing when a customer is mad about something you did; you can go to work fixing it. But when… Watch video Follow…

The Power of Small Business Team Players By Deborah Sweeney                                       One of my favorite parts of watching any sporting event, from the Olympics to my son’s high school soccer games, is seeing how everyone comes together as team players. I’m a big believer… Read article How to Deliver Bad News By Shep Hyken Bad new…

Are the Right People in Your Culture? By Fran Tarkenton What kind of culture do you want to have in your workplace? Your culture will depend in large part on the people who are part of your business. During my time in the NFL, I saw this first… Read article Always Go the Extra Inch…

Is It Time to Incorporate in Another State? By Deborah Sweeney Some businesses use the summer months to kick back and relax after all their hard work in Q1. Others spend these laidback months strategizing their initiatives for the remaining year. For some… Read article Your Customer Experience Goes Beyond Customer Service By Shep Hyken…

Everybody Needs a Coach By Fran Tarkenton Many of us underestimate the power of coaching. In sports, coaches make players better—as long as the player will listen to the coach. Why does it work? It’s because coaches have a vast experience… Read article Surprise & Delight…or Just Delight? By Shep Hyken Perhaps you’ve heard of…

Are Your Customers Just Getting Used to Bad Service? By Shep Hyken Have your customers developed experiential calluses? Sometimes, customers stick with a business despite poor customer service because they’re simply used to it, and it’s easier to put up… Watch video Strive to Be Your Best Self By Fran Tarkenton Your business is like…

Technology and Overtime Management By ADP Can technology help you better manage attendance and overtime? Make sure you’re prepared in advance of proposed FLSA changes that would make more workers eligible for overtime… Read more Leaders Define the Culture By Shep Hyken Leadership defines company culture. Employees look to leadership as role models, so the…

What You Should Build to Last in Your Business By Fran Tarkenton                                         Culture is the single most important factor in determining success in life as well as business. Create a culture based on kindness, willingness to help others, respect for differences, open-mindedness… Read article Can You Ask Questions About Salary History? By ADP Do you…