Loyalty Starts at the Top

Today’s businesses are losing customers and employees in record numbers. Customer loyalty is on the decline, but many companies are treating the symptoms instead of the causes of their customer retention problems.

Customer loyalty is the responsibility of everyone within an organization. It must start internally and be a “top-down” initiative. CEOs, business owners and senior management need to recognize that their employees are their primary customers.

Employees deserve and expect the same caring service that is given to the external customers.

In order to create a loyalty-focused culture, customer service training needs to start at the top. Customer loyalty is earned by consistently exceeding customers’ and employees’ expectations with outstanding service.


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Yes, It’s Personal!

People Will Never Forget How You Made Them Feel

In early 2004, we had most of the interior of our house painted. We are getting ready for a move out of state and were in the process of getting the house ready to “show” to potential buyers.

We wanted it to look nice, but also didn’t want to spend a fortune.

Who To Call?

Not knowing any professional painters, we turned to our realtor, who also happened to be a good friend.

Chris is the guy who “knows everybody”. He had made quite a nice niche for himself in our neighborhood and if you need any work done around the house, Chris is your guy. He’ll know the best.


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What did “Mom & Pop” Know That We Don’t?

In the early 1900’s, European immigrants made up of the early “mom & pop” shops in this country.

Those were my grandparents days, in Brooklyn, NY. My grandmother didn’t drive, she didn’t need to.

Everything she needed was in walking distance. Everybody knew everybody in the neighborhood. The butcher knew exactly what cut of meat she preferred, and reserved the best cuts “just for her.”

The baker knew all her kids’ names and what kind of birthday cake they liked. The grocer around the corner knew exactly what day she’d be in for her fresh produce.

Those people knew and understood how to take care of the people in their neighborhood. They embraced their customers, not just as a customer, but like a member of the family.


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