I love to share this true story because what happened had a ripple effect that continues to this day. It is not a small ripple, like
Author: Jonnie Wright
I am the President and CEO of The Buyosphere, a customer service and sales training, recruiting and marketing company headquartered in Des Moines, Iowa.
Not Recording Your Shop Calls? You Don’t Know What You Don’t Know
Think you have killer phone skills? Groovy! Convinced you and your shop employees are all that and a bag of chips at answering the phone and
Secret Shopping Tuffy Auto Service Center
“Check engine” lights have a job to do and that is to FREAK US OUT and make us think we are going to die, and
Fix The Broken Person First, THEN The Broken Car
People who work in auto repair shops see their job as basically one thing: fix the car. That makes sense. There is usually some version of
A Response to A Secret Shopper Review of Anytime Fitness from Owners Tasha and Paul Booth
I recently secret shopped Anytime Fitness in West Des Moines and received this lovely email response about my review from owners Tasha and Paul Booth: “We definitely
10 Best Practice Steps for an Exceptional Office “Soft Transfer” Hand-off
We have all been in that “on hold” purgatory when calling into a business. We call, the phone answer-er answers, we tell them why we
