The Brandt Group, Ltd

09/04/2026

Your customer service standards tell employees WHAT to do, but do they understand WHY? This knowledge will empower them to make your customers feel welcomed, respected, and appreciated. Learn how today's blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/your-employees-know-the-policy-but-do-they-know-the-reason/

Greet every customer promptly. Ask open-ended questions. Follow up with prospective customers. These are all perfectly reasonable customer service standards. You may have some version of them in your own employee handbook or training materials, or even have them printed on poster hanging in the brea...

08/28/2026

Friendliness and enthusiasm are crucial for first impressions, but what customers really remember is whether your employees were helpful. Let's talk about the importance of follow-through in today's blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/when-friendliness-falls-short/

Imagine a customer calls your business with a question. Your employee answers promptly, speaks pleasantly, and seems genuinely interested in helping. They don’t know the answer right away, but that’s okay. They promise to look into it and call the customer back. The customer hangs up feeling pre...

08/21/2026

Satisfaction scores show how your customer experience performs—but not what to do next. Discover how mystery shopping, customer feedback, and leadership training turn insights into action in this week’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/your-scoreboard-isnt-a-strategy/

08/14/2026

You already know what your customers want: helpful employees, convenience, and fast service. But how do you know that’s what they’re actually getting? Find out how mystery shopping can help in this week’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/you-know-what-your-customers-want-but-are-you-delivering/

08/07/2026

Experience not only makes employees better at their jobs, it makes your entire customer experience better. Learn why retaining great people is your smartest customer experience investment in today’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/experience-isnt-expensive-replacing-it-is/

If you read the business news recently, you may have seen the story of Tony Barzar, a 60-year-old Costco cashier earning nearly $33 an hour. After decades with the company, his retirement savings have grown to more than $1 million. At first glance, it sounds like an unusual story about generous wage...

07/24/2026

People want to feel recognized, even in small ways. A warm greeting, a familiar face, or hearing their own name can make all the difference. Let’s talk about personalizing the customer experience in today’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/the-one-word-your-customers-want-to-hear-most/

Think back to the last time you visited a business where you were a regular. Maybe it was a restaurant, your bank, or your local auto shop. The employee looked up, smiled, and greeted you by name. Chances are, that greeting made an impression. Dale Carnegie famously wrote that “a person’s name i...

07/17/2026

If your employees don’t all agree on the most important quality your business delivers, your customers may be experiencing a different version of your company every time they walk through the door. Learn how to bring your team into alignment in today’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/can-your-employees-describe-your-business-in-one-word/

Imagine gathering your employees into a room, handing each of them an index card, and asking one simple question: “What’s the most important quality we offer our customers?” No discussion or collaboration. Just write down one word. What do you think you would get back? Would everyone write the...

07/10/2026

In golf, every round is another chance to improve on the last one. And customer service should work the same way. The best mystery shopping programs measure more than performance—they reveal progress. Learn why that matters in today’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/your-most-important-competitor-is-yesterday/

07/03/2026

The way your business recovers from a service failure matters more than the failure itself. Learn why the real test of customer service starts when something goes wrong in this week’s blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/the-real-test-of-customer-service-starts-when-something-goes-wrong/

No business is perfect. Products arrive damaged. Employees make mistakes. Technology fails. Policies create unintended consequences. Even companies with exceptional customer service occasionally disappoint a customer. The question isn’t whether your business will experience service failures. The q...

06/26/2026

Your customers don’t know (or care) why something went wrong. They care whether their problem gets solved and how hard they have to work to get there. Let's explore why good intentions come up short in today's blog from The Brandt Group, Ltd:

https://thebrandtgroup.com/customers-want-results-not-explanations/

Businesses want customers to feel welcome. They hope any problems are handled quickly. And they intend every interaction to leave a positive impression. The trouble is that customers don’t actually experience intentions, only what actually happens. Because a customer doesn’t know that you’re s...