My Gift : A Video for YOU Customers who LOVE doing business with you come back with money and friends. People who LOVE where they work because of who they work with go the extra mile without being asked to. There’s a reason productivity goes up when people are happy. Happy people…
Yep, there IS an “F” word in business, and it’s FEELINGS. And I want you to start using that word often. The “F-Factor” in business is the feeling factor – the way people feel about working for and doing business with you. The customer experience is the sum total the feelings evoked as a result of any interaction at any…
As the year winds down and comes to a close, and our minds turn to celebration, I’d like to invite you to spend a little time on reflection. These will be some of the questions I’ll be playing with as I reflect on my year. Please feel free to use them, or use…
Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company?” For almost all of our clients the…
He had a cow head on the truck and a sign that said “You wave and I’ll moo.”That was Stew Leonard’s grandfather who delivered milk from this truck. If you’re not from CT you may not know that Stew Leonards is the legendary grocer in CT. The company’s leadership style may be considered as wacky…
Walt Disney, when building Disneyland in Anaheim, CA insisted that the Sleeping Beauty Castle be built first. The architects disagreed with this idea. From their point of view it was not the wisest way to build, it was impractical. The accountants disagreed with this idea too, it was expensive and an unnecessary expense. No…
Whether you are in sales, service, leadership or all three, your ability to communicate is key to your success. One of my clients, a company already getting stellar results with their client relationships, wants to take those a notch higher and deepen their relationships even more. If they can do that, and increase their contract…
I love my travel agent Susan. I love my hairdresser Tonja. I love my IPOD. I love my wish list and one click ordering on Amazon. Seems like a lot of other people love the convenience of Amazon too. It was just rated #1 – the top brand in a list of 20 brands rated…
Happy customers tell friends. Happy customers use the phrase “I LOVE doing business with [Insert your name here].” These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers.…
Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…
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![Happy customers tell friends. Happy customers use the phrase "I LOVE doing business with [Insert your name here]." These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers. Companies with loyal customers grow faster than companies with lost customers.](https://returnonhappiness.com/wp-content/uploads/Dollarphotoclub_99191003.jpg "Happy customers tell friends. Happy customers use the phrase “I LOVE doing business with [Insert your name here].” These customers spend more with you, are willing to give you honest and useful feedback, and make your employees feel good when they talk to them. Happy customers usually hang around long enough to become loyal customers. Companies with loyal customers grow faster than companies with lost customers.")
