My Fickle Love Affair With Self-checkouts

  Cynics say there’s no such thing as love at first sight, but I beg to differ. The first time I saw a store with self-checkout, I swooned. Six shiny little check stands with cute little lights and fancy touch screens glistened in the space where the grocery store once shelved magazines. I don’t know […]

Is Procrastination Costing You Money?

  Why do today what you can put off ‘til tomorrow? It’s certainly one of my mantras. And when it applies to things like grocery shopping, washing the car or (as my husband can attest), vacuuming, it’s not that big of a deal. The world won’t end if my car has a few hundred bugs […]

Harper Grey: Don’t Just Drive Business, Drive Loyalty

  Loyalty programs are really popular lately. It seems like everywhere I go, I’m asked if I have a “Rewards Card.” Some stores have complex systems that reward me with various prizes after I’ve earned enough “points.” Others are very simple and just give me a free meal food item after I collect enough stamps […]

How to Impress When the Wheels Fall Off

Your restaurant is fabulous. Your menu includes gourmet offerings prepared by your “world-class” chef. The decor is classy and upscale and the ambiance is quiet and romantic. Your wait staff is knowledgeable and professional. All in all, an impressive dining experience. And most of your customers come in, eat and leave satisfied. You figure that […]

Harper Grey: The Low-Budget Blunder

  My husband and I went to see The Bourne Legacy last weekend. It was pretty good, especially if you like really, really long motorcycle chase scenes (and why does the main character in the Bourne movies always have to run along rooftops while being chased? Seriously). But whatever gripes I have about the chase […]

Harper Grey: Signage in the Great Outdoors

  Being the shopper that I am, I typically think of signage in a shopping context. Signs that say, “Half off” or “Clearance Sale” tend to be my favorites. But even in the great outdoors, signage is important. In the sign industry, signage that provides directions to people is called “wayfinding signage.” Because, you know […]

Harper Grey: Customer Service Surveys

  I’ve recently noticed an increase in the number of customer service satisfaction surveys I’m asked to take. You know what I’m talking about – as the clerk hands you your receipt she says, “Oh, you’re the lucky one thousandth customer. You get the opportunity to complete a survey for the chance to win $1,000.” […]

Harper Grey: Is Road Rage Ruining Your Business?

  I’m not the best driver on the planet. I occasionally drive too fast. I zone out and nearly miss my exit. Sometimes I find myself tail-gating the driver ahead of me, especially if he’s in the fast lane on the freeway, driving 50 mph. I tend to get impatient at inept drivers and I […]