Get Ready for the 4th Quarter During the Dog Days of Summer

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  The dog days of summer are the perfect time to prepare yourself to finish the year strong. Let Jeffrey tell you how to make customers love you, keep them coming back and tell everyone they know. • Loyalty. What is it? How do you get it? • 12.5 Principles of Customer Service • … [Read more...]

Is It Satisfied Customers You’re After? NO! It’s Customer Loyalty or Nothing

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I’m sick of customer satisfaction. The worst companies in the world tout the fact that they won some satisfaction award. It’s not just a bad joke. It’s a pathetic statement. Every company is hoping that their customers will reorder. They’re hoping that their customers will spread the word about how … [Read more...]

How to Make Sales To Prospects “Satisfied” With Their Current Source

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I'm satisfied with my present source. Well, maybe. The prospect is not waiting by the phone for your call. Most people have what you’re selling and are doing business with someone else. They have a source for what you do – and they think they are happy. Satisfied. Good News: Satisfied people are … [Read more...]

The Secret of Lousy Service and Why it Happens.

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QUESTION: Why does lousy service occur? ANSWER: Lousy service happens because (big) companies don’t understand people OR training. I am amazed at how many times someone in a service environment delivers lousy service. And it’s often not just lousy – add rude, offensive, abrasive, defensive, … [Read more...]

Serve Memorably

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Think about the most memorable service you have ever received. Ever tell anyone about it? Now think about the service you provide to your customers. How many people are talking about you? ANSWER: Not enough. Every time a customer calls it’s an opportunity. The only question is: how are you taking … [Read more...]

Are Your Sales Historical or Hysterical?

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Summer’s over. Back to school. Boy, there are some memories. High school. College. Subjects you loved, subjects you hated. Teachers you loved, teachers you hated. THE QUESTION IS: What did you learn in school? What lessons are you still using? I have 2.5 major, early and later … [Read more...]

The Countdown for The Laws Book is HERE | 10 Days and Counting…

Unbreakable Law 13: Exchange Loyalty CHALLENGE My 1998 benchmark book, Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless, still serves as the standard for defining the difference between “satisfied” and “loyal.” Are your customers satisfied, or very satisfied, and still doing … [Read more...]

The Countdown for The Laws Book is HERE | 11 Days and Counting…

Unbreakable Law 12: Serve Memorably CHALLENGE Think about the most memorable service you have ever received. Ever tell anyone about it? Now think about the service you provide to your customers. How many people are talking about you? ANSWER: Not enough. Memorable service cannot be a haphazard … [Read more...]