Monthly Archives: April 2010

A short customer service story

While reading Chris Kourtakis’ blog post in Boating Industry about the upcoming spring launch in the Northern U.S., I was glad to see that he commented on the industry’s need to “turn things around…one customer at a time”. This piece of advice remains the hallmark of virtually every business regardless of the industry or economy. He didn’t say “turn everyone into a customer” he focused on the “one”. One happy customer, turns into two, then four and so on. Continue reading

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Add value to your core

What are you really good at? What recurring comments or suggestions do you receive from your customers or colleagues? Listening to customers, as well as colleagues and advisers is more than just noting the literal statements being made. It is also important to pick-up on verbal clues. I call this empathetic listening and it can help you add value to your products and services. Continue reading

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