What is Success?

Revolutionizing Company Culture

Usually, when a prominent company has been in the news as often as Zappos seems to have been the past few years, it’s not for a notably great reason. Recently, the online shoe retailer has once again made headlines for changing up the entire structure of their company, doing away with all managerial titles and giving every employee equal status within the company. It’s a revolutionary business design to be sure, but even before taking this enormous leap into rarely charted territories, Zappos had already been experimenting with newfangled ways of handling an otherwise rather static department of business: customer service.

Customer Loyalty…priceless

Zappos’ customer relations department is known for going to great lengths to exceed consumer expectations, no matter the cost to the company. There are cases of […]

By |June 14th, 2015|Business Strategy, Customer Service, Employees, Turnover Rate, What is Success?|Comments Off on Revolutionizing Company Culture

Lead by example. But where are we going?

We’re all probably familiar with the sort of customer service that leaves a bad taste in your mouth and a touch of anger in the pit of your stomach. It’s the sort of so-called “assistance” that would take a very well-adjusted person to be able to call in with a legitimate complaint or concern and leave without feeling even the least bit swindled. And at the last place I worked, that exact sort of service was our specialty…

Confessions of a Bad Customer Service Rep, Part III

I never figured out if our CEO really hated the people whose support provided the basis of his livelihood, or if he just hated humankind in general. But he really did seem to love giving our customers the hardest time possible. And […]

Customer Service Turnover…and Over and Over

In a perfect world, our “Success Stories” would merely be accounts of the everyday encounter. But they aren’t, and that’s what makes these stories so remarkable — they are tales of those going above and beyond the expected to really make a difference, whether it be for a single customer or for society as a whole. Of course, for success stories to be so noteworthy, you need the opposite end of the spectrum to also exist. And it does. Which means that it’s time for another unfortunate installment of confessions from a bad customer service rep!

Confessions of a Bad Customer Service Representative, Part II

Hi! Bad customer service rep, here. In my last contribution, I outlined the ways in which the CEO […]

By |March 14th, 2015|Business Strategy, Customer Service, Employees, Turnover Rate, What is Success?|Comments Off on Customer Service Turnover…and Over and Over

Confessions of a Bad Customer Service Representative

Accountability starts at the top. Associates will model actions they observe of their leaders. So what happens when leadership teaches the wrong lessons? I recently had a friend, a former customer service representative, share her experiences working in customer service for an online retail company. Here is one of her stories:

Confessions of a Bad Customer Service Representative

For a year and a half, I worked as one of the faceless social media brand ambassadors of an online company. We sold food products; that was our specialty. As you can imagine, there’s a lot of potential for issues to arise in the purchase of online edible goods (e.g. expired product, false representation of the item, incorrectly filled orders), so we fielded many a customer complaint each day. But our CEO wasn’t […]

By |February 18th, 2015|Customer Service, Hospitality, What is Success?|Comments Off on Confessions of a Bad Customer Service Representative

My Passion…My Success


Hello, and welcome!  I’m Kellee Everts, founder and principal of Kann Succeed Enterprises.  It’s a pleasure to meet you!  I began Kann Succeed Enterprises to quench my passion for building successful service-driven cultures from the inside out…top down, bottom up.

As far back as I can remember I’ve always had a passion for bringing happiness and joy to others.  This may seem kind of trivial, as they don’t offer college degrees in Happiness (although a few companies have created positions that focus on this very important component of success by establishing Chief Happiness Officers…a title I can really appreciate!)

I have found that throughout my career, what has made me feel the most fulfilled and, well, happy, was helping others…co-workers, […]