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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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  This past weekend in Central Florida was a big one for locals and visitors to our town. There were many events to choose from including the highly acclaimed Winter Park Arts Festival and the Arnold Palmer Invitational Golf Classic. I actually attended the WP Arts Festival and a stunning performance of Don Quixote performed […]
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  I don’t like to order big items online because it is very difficult for me to determine how the item will look spatially once it is in my home. However, many stores are not carrying the inventory they use to, so in order to get what you really want, sometimes there is no choice […]
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  There are four critical factors that paints  the customer’s perception of their experience and each one is a factor that can be planned, managed, and orchestrated by the organization. 1. The Lens of the Customer. Most organizations tend to look through the lens of the business vs. the lens of the customer when designing […]
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You are Choosing to Pay More – Teri Yanovitch
  In Seth Godin’s recent blog, he talks about companies basically telling customers to Please Go Away by the way they treat them. Things such as no phone numbers listed on websites for you to call or so hidden it takes a sleuth to find it. Representatives who are rewarded for quantity of calls taken […]
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1. Ensure your employees are competent and knowledgeable about your organization’s products and service. Teach them where they fit into the big picture of your organization. For frontline staff positions, cross-train as much as possible, so employees can step in for each other and know the steps that come before and after them. 2. Educate […]
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  Last week I went on a trip with my daughter to San Francisco. She showed me a new way of moving around a city that is revolutionizing the transportation industry. It’s all about customer service and innovation. It’s Uber! Using the Uber app, it is simple and easy to ask for a car to […]
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