We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away.
How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually.
"Remarkable Customer Service ... and Disservice" is designed to be a tool for growth -- for you, individual staff members, and your whole team.