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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]
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  It’s almost Thanksgiving, a perfect time to thank your loyal customers. Loyal customers can mean a lot to your business. According to accessdevelopment.com a repeat customer spends 67% more than a new one. And it costs 6 to 7 times more to attract a new customer than to keep the one you’ve got. So […]
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As a frequent air traveler, I have many choices of where to park my vehicle at the airport depending on how much I want to pay, do I want to be on-airport or off-airport, do I want covered or uncovered parking, etc. My favorite off-airport parking is Fast Park and Relax. They are my top […]
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Starbucks outshined its competition over the holidays and saw a boost in their sales, while other retailers announced tepid or disappointing sales. In fact, they reported that revenue soared 12% to a record $5.4 billion. Yes, that’s a lot of coffee! But, it’s more than the coffee, it’s the experience they offer to their customers. […]
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If you don’t have Service Standards, you don’t have consistency. Every employee will make up the behaviors they feel best fit the situation or the behaviors they have been taught to do in their last job that they were rewarded for. This may or may not be the right behaviors to represent your organization. Many […]
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Daymond John of “Shark Tank” says he has learned an important lesson regarding the strategy to run a successful business. “To over-deliver in service to a customer is by far the most valuable thing to a business. Because, there are only two ways to improve the operations of a business: increase sales or decrease costs. […]
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Look at yourself in the mirror. Are you really who you say you are? I can’t believe the number of organizations who only focus on creating a brand logo, brand marketing materials, and brand facility locations and not about the actual customer experience.  If you don’t live the brand, then what does it matter?  If […]
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Maya Angelou once said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It is possible to give a customer quick service, be responsive, be helpful, and even smile, but if you don’t create an emotional connection, you won’t […]
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