Customer Satisfaction vs. Customer Loyalty

Have you ever seen a sign or heard the phrase “customer satisfaction guaranteed?” That’s a great guarantee, but there’s a big difference between satisfaction and loyalty. Loyalty is what you really want in your business. Satisfaction means the transaction you had with the customer was okay.  They are not disappointed, but they’re also probably not […]

When is the right time to send a thank you gift?

After completing a project for a client, you may breathe a sigh of relief and quickly move on to the next client. Before you know it, it has been a month or more and you realize you never formally thanked the first client for their business. Oftentimes business owners throw up their hands and assume […]

Relationship Marketing 101

My closest friend from college would definitely be Marlene.  We lived together for one year while we were attending BYU.  We clicked right away and had a blast together.  We sang in a choir together in the Tabernacle on Temple Square.  We made banana bread at 1:00 am.  We combined funds to rent a piano […]

3 Ways to Gain Client Loyalty

Client loyalty is incredibly valuable to a business.  After all, loyal clients can’t be persuaded to try the competition.  They are your biggest cheerleaders – telling everyone they can about your products and services. All of this results in more income for your business.   In our house, we are loyal BYU fans.  Everyone owns […]

What Happens After the Sale? How to Start Your Client Relationships in the Best Way Possible

Often businesses focus on prospects. They give them lots of attention and nurturing, and lots of touches to bring them though the sales process. Sometimes, when you come to the end of the sales process and you make the sale, business owners breathe a sigh of relief and then stop paying attention. This is a […]

What Is Retention? Stop the Revolving Door and Keep Your Clients Longer.

Picture a revolving door that allows people to go in or out of a building by going in a circle. Now, think of that as the entrance to your business, even if you don’t have a storefront. Imagine clients entering into your business and going through this revolving door. What you want them to do […]

VIDEO: What Happens After the Sale?

The Most Disappointing Gift I Ever Received

Today I’m going to tell you about the most disappointing gift I ever received. This was from a coach that I had invested thousands of dollars with over the course of the year, and as the year came to a close, I received a gift in the mail. As you can imagine, after investing more […]

VIDEO: What is retention?