Archive for June, 2009

How many times do you hear of a company firing a front line employee, either in sales or service because the front line employee was unable to appease a dissatisfied customer. As a general rule, most organizations do not have bad employees, just broken processes.

A really key factor in retaining customers and preventing problems is to pay attention to what expectations you, as a business owner, are setting with customers. What promises are you making?

If you are a small business owner, what indicators would tell you if your customers are satisfied?

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