On this week's podcast, Jason Canapp of Beacon Veterinary Specialists and I discuss changing the customer experience in Emergency Animal Care.  His team strives to bring the compassion and empathy that can get buried within procedures to the foreground. There is nothing worse as a pet owner to have your pet in a crisis, and you are separ...

We, as business owners, are being given a gift currently. I know that seems like a harsh sentence to swallow, but it is true. The gift I speak of is time. Now for you, that might mean 15 mins a day or maybe hours a day, but while the country is adhering to shut down because of this awful virus, we are receiving the gift of time. Our previous workda...

Is your company in the business of customer service? Are you aware that now, customers are looking for more? Just being polite and selling them a product is not going to cut it with today's savvy shopper. If it were, the world of online shopping would be forcing more closures of brick and mortar stores because of a lack of in-store purchases. But c...

Sometimes in the business world, it's so easy to get caught up in the daily operations of the business that we lose the ability to see our company from the customer's perspective. This can be detrimental as we may "think" things are performing well, but meanwhile we are trying to figure out what caused the dip in sales for the last three months. Ke...

There seems to be a current trend when businesses see a decline in sales, to diversify and start carrying items that have nothing to do with their brand.Electronics stores are now selling household cleaners and beauty products. Jewelry stores are now adding snack foods. I am starting to see the strangest combinations of products, while some compani...