Jennifer Evans

Spotting an Eye Roller . . . and Other Negative Cues

One of the quickest ways you can improve your customer and client experience is by auditing your organization for negative cues. Whether it be negative verbiage on your website, signs in your office or an overflowing garbage can in the lobby these cues can...

The Value of a Dead Plant . . . Turning your Policies into Guidelines

If only you could see the disbelief in my employee’s eyes when I told her that she should give the customer her money back for returning a dead plant. Shock and outrage followed by a barrage of reasons why it was a bad idea....

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