Understanding your business and your clients is one thing but does your staff and those that represent your business share the same values and views?

A recent experience left literally a bitter taste in my mouth when trying to purchase some new tobacco ...


Understanding your business and your clients is one thing but does your staff and those that represent your business share the same values and views? A recent experience left literally a bitter taste in my mouth when trying to purchase some new tobacco for my pipe. Poor understanding can lead to poor service and customer experience. As a bonus, I also tell you a story of what one company did to turn around its sales just by listening to their janitor.