Admit when things go wrong. Admit when you’ve made a mistake. Nothing urges a customer more to leave than hearing excuses and reasons about why things went wrong. And then get busy making things right.  “We were in the wrong and here’s our plan to make it RIGHT!” When things

Receive objective feedback from a third-party expert in executing customer interviews. The investment of hiring a third-party expert impresses the majority of customers, and gives you critical insight and information that will lead your customers to becoming happier than ever before. Only 4% of dissatisfied customers will actually complain. Does your

Strategy #6: Express Gratitude

Consumers always have a choice who they buy from. That’s why it’s important, no matter what size company you have, you find a way to stand out. One highly recommended way to retain your current customers and attract new ones is to look for creative ways to

Strategy #5: Train Your Team in Sales and Service

I mean by sales and service professionals. Not just the way you’ve always done it. We can’t have product pushers, over-sellers, order takers, or anything other than dedicated SOLUTION PROVIDERS. Solution providers that really listen, consult and advise with the customer. Be

How can you engage on a personal level with your clients (as much as it’s appropriate for your industry)?  Relate to them based on their world – your buyer is a real person, with real interests, and real stuff going on just like all the rest of us.  Be genuine,

You have to invite your guests/clients to do business with you time and time again. Make it easy for them to shop and buy, and ensure they experience:

• Easy access to information
• Quick intake or order process
• Incentives and/or frequent buyer programs
• Frequent communication from you

It’s easy to reflect on

Not just in your ‘moments of truth’ when they are really counting on you; most people step up in these instances.  Be reliable all the time. No matter how small or routine a customer account may start to seem, treat it like it’s the most important thing in the world

We’ve all heard about ‘under promise, over deliver’, but do you actually do it?  How much time do you spend thinking about this and the possible ways to make this standard practice in your company? If you exceed expectations, your customers will want to re-invest again and again, and likely