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  We are only a couple weeks into the new year, which means many people are still working hard to maintain their New Year’s Eve resolutions. These resolutions were all made as a promise, a pledge, or an oath to do something in a different way than last year, an improvement in some manner. A […]

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  Taking my 88-year-old mother to her doctor visits have become a routine and dreaded activity. I know we will wait for at least an hour in the waiting room, I know we will be led back to an examination room by a very task-focused individual and processed through the vitals. I know we will […]

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Not often does the owner of a business dress up in costume and parade around their offices, but Larry Hinton, owner and general manager of Andy Shaw Ford dealership in Sylva, N.C. did just that last week. The occasion – Thanksgiving! Larry wanted to do more than hand out a little cash for all his […]

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  Creating a culture of Service Excellence doesn’t happen by taking a pill, dictating it, or waving a magic wand. Creating a culture of Service Excellence requires leadership involvement from the moment the stake is put in the ground that this is the direction the organization is going to take. Creating the culture is the […]

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Today, I have a guest blogger who shares my passion for service excellence, and also like me, studied Philip Crosby’s approach to quality management back in the 80’s. Today, Gautam Majatan, based in India, has looked to implement many of the Quality tools that were used to improve quality back then, to redirect those tools […]

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The last couple of weeks have been tough ones for Central Floridians recovering from Hurricane Irma. Trees are down, vegetation has piled up, and everything is starting to have a musty, sulphur-like smell. But most residents are okay to deal with these consequences of the storm, it is the lack of power and internet that […]

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