The Customer Isn't Always No. 1

Customers expect small businesses to provide the best customer service. However, by holding on to the old customer-service strategy that the customer is No. 1, many small businesses have failed potentially loyal customers and watched their sales stagnate, retention erode, and repeat business dwindle. What small businesses need is a fresh approach. They need to realize that it’s their own employees who should be treated as No. 1. Who knows how to handle customers better than your frontline employees? They regularly see and hear customer complaints and, if you listen to them, they usually have the best solutions.

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