Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

Category Archives: Customer satisfaction

Why You Might Want to Shop Your Own Business

The other day, I was at the Million Dollar Consulting Convention and decided to go to dinner with three of my colleagues. Normally we’d just call for an Uber but instead decided to grab a taxi, which was sitting a few feet away from the hotel entrance. I approached the taxi and knocked on the […]

Also posted in General Observations
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The Simple Success Secrets Of b.good You Can Replicate

In a competitive industry like the restaurant business, it’s difficult to differentiate one fast-casual restaurant from another. But that hasn’t stopped b.good from standing out in a crowded field. They’ve accomplished this with one special ingredient—the community they serve. “When we started the business, my partner and I were very naïve and had never worked […]

Also posted in Business Growth, Creating Exceptional Work Places, Employee Engagement, Hiring and Recruitment, Leadership, Profitability

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Front Line Talent Matters

Lots of companies don’t pay enough attention to the people they are hiring to interact with their customers. Thankfully Pret a Manger does. Last week I made a quick stop at their downtown location to grab a cup of coffee. I quickly ran off to use the restroom, while the barista was making my coffee. Imagine […]

Also posted in Employee Engagement, Talent Acquisition and Retention, Talent Maximization

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Five Critical Factors for A Flourishing Retail Business

Here are five critical factors for a flourishing retail business. The customer experience matters more than you think. How does your business rate? The customer’s experience with the employee is directly related to the employee’s experience with his or her manager. Too much money is being spent on low talent and not enough on high […]

Also posted in Employee Engagement, Leadership, Management, Profitability

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Pick Up The Phone!

I’ve tried four times to make a dinner reservation today and yet no one is answering the phone. Did I mention that this is also the number one is supposed to use to place takeout orders as well? Last week the same thing happened with another business. A client referred me to this business because […]

Also posted in Hiring and Recruitment, Management

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Toxic Employees: Are They Leaving a Bad Taste in the Mouths of Your Customers?

Companies spend gazillions of dollars trying to salvage toxic employees, when in fact they would be better served completely removing this hazardous waste from their organization. Toxic employees are those who suck the air out of the room the moment they arrive. These are the people who need constant care and attention. Imagine how much […]

Also posted in Management, Performance Management, Talent Maximization

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Purposelful Hiring: How To Attract Millennials To Your Workplace

Deloitte just released its fourth annual Millennial Survey and the findings suggest what Millennials (and me) have known all along. Employers are barking up the wrong tree when it comes to hiring. That may very well explain why businesses are having an extremely difficult time attracting and hiring talent. Business leaders need to take a […]

Also posted in Careers, Coaching, Creating Exceptional Work Places, Employee Engagement, Hiring and Recruitment, Leadership, Management, Millennials, Talent Acquisition and Retention, Talent Maximization, Thought Leadership, Workplace

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Are Your Practices Driving Your Customers Away?

I’m in the middle of a major renovation and if you’ve ever been through one yourself, you know exactly how much time and energy is required in order to make it through the process. Yesterday’s experience rose to the top of bizarre practices and made me wonder how businesses exist in spite of their non-customer […]

Also posted in Creating Exceptional Work Places, Small Business Management, Word-of-Mouth

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A Tale of Two Hotels

I’m hosting an event in September and really wanted to give my business to the hotel where I hosted my last meeting. However, their policies and rigidness prevented me from doing so. On the other side of that coin is the hotel where I will be now hosting my event. The two experiences couldn’t be […]

Also posted in Word-of-Mouth


Wake Up and Smell the Coffee

They say a picture is worth a thousand words and I agree. What does this picture of the cappuccino machine with an out of order sign tell you? Well this photo tells me that someone is asleep at the wheel. Perhaps because they haven’t had their coffee. This is a photo of the Starbucks at […]

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