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  Last week I had to hire two different service repair companies to fix broken appliances in my home. One company, I will never hire back and will never recommend to my friends.   The other company, I have already told three acquaintances and have hired them to come back and do another project in my […]
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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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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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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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