Businesses often fail because managers confuse repeat customers for loyal customers. I'm a repeat customer at my local video store despite the poor service. I'm unwilling to drive 15 minutes further to the competition for a simple video. The moment a competitor moves in locally, however, that first store won't just lose some of my business, they'll lose it all. You may have repeat customers, but that doesn't mean they're loyal. Managers and business owners who fail to understand and address this do so at their own peril.
Today's Chuckle:
Suburbia: where they tear out the trees and name streets after them.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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