We are all beginning to realize the value of developing long term, loyal relationships with our customer. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs down. But are our customers the only people we should be building long term relationships with? No.

Customer Care – Inside and Out

We are all beginning to realize the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs in reason. But are our customers (people external to our company that buy things from us) the only people we should be building long term relationships with? No. The relationship strategy applies externally and internally as well.

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I am beginning to think the service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words “I’m sorry” or calming phrases such as “I can understand how that might be upsetting.”

Overcoming Apathy by Bringing the Customer to Life in Your Company

JoAnna Brandi hates to generalize, but I am beginning to think the service givers, especially here in Florida are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words “I’m sorry” or calming phrases such as “I can understand how that might be upsetting.”

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I was talking to my friend Judy the other day. She owns a small business here in town and has clients all over the country. We were talking about motivating employees because I have been writing a teleclass on that very topic for National Seminars (see below) and I love this energizing topic! Whenever I am working on a project I have a habit of discussing it with a lot of people to get a whole range of opinions

Judy and the Jerk

I was talking to my friend Judy the other day. She owns a small business here in town and has clients all over the country. We were talking about motivating employees because I have been writing a teleclass on that very topic for National Seminars (see below) and I love this energizing topic! Whenever I am working on a project I have a habit of discussing it with a lot of people to get a whole range of opinions

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The key to customer loyalty? Creating consistently positive experiences time and time again.There’s no doubt about it; customer loyalty is key to profitability.

Want To Keep Customers & Create Profits? These 5 ‘Positivity Pointers’ Can Help You Enhance Your Customer Experience

There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On the flip side, it costs anywhere from 6-30 times more to get new customers than it does to keep the ones you have – that is, if they’ll stay!

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Through The Eyes Of The Fish

One summer, I went fishing with a friend. We rented a canoe and ventured out into a lake at dusk. If truth be known, I was mostly watching, not really fishing. But my friend was very serious about it. As dusk turned to darkness he opened his tackle box and began searching for a new lure. I watched, curiously.

Up until that moment he’d been using a yellow lure. He explained, “It’s time to switch to a black lure.” This mystified me almost as much as what I was doing in the middle of a lake, in the dark, fishing.

I had to ask, “Why would you use black lure in the dark, in what now looks like a black lake?”

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