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Service Recovery Critical to Keeping Customers

Every organization screws up every week and probably every day. You have two choices. Focus on keeping the customer or let them defect. It appears most large firms have unlimited marketing money so they believe that it really does not matter. Frederick Reichheld at Harvard Business Review has research that shows if you can reduce … Read more

How to Take Advantage of COVID- 19 to Increase Sales

Most firms this year have eliminated or cut back on customer service. This is a serious mistake and an opportunity for you to grab market share and sales. Everyone is avoiding customers. Phones and are not answered or it takes 5-20 times longer than normal. The offices are closed. Vail Resorts I always considered a … Read more