Making Lemonade in a Crisis – Part 3

This is my last email about my webinar with Lee Milteer and how I’m using it to:

1. Cement my relationship with clients
2. Get something done that I didn’t get to before
3. Create a new product for my business

Again, the intent here is to inspire you to do the same three things right now in your business, not to toot my horn.

On Monday, we’ll discuss one of my incredible private clients’ who is not only getting through this, but setting her sights on a whole new income stream when it’s over.

Back to my webinar with Lee

The webinar with Lee started out as me trying to give you something for free that you can use now.

I invited Lee, who is the best GET YOUR HEAD SCREWED ON PROPERLY person on the planet to join me.

Members of my Customer Service and Leadership Monthly Membership Program get Lee’s Millionaire Smarts Program on “proper thinking for business profits” with their membership.

For some time I’ve wanted to offer Lee’s Millionaire Smarts to you even if you don’t want to be in my Customer Service and Leadership Membership.

Until I started planning the webinar with Lee I didn’t know she doesn’t allow that.

Here’s why she doesn’t allow it…

Her program is designed to be included as a bonus to members of business coaches programs… like I do. She wants to keep the value of that bonus as high as possible. If the program is out and about for anyone, it might reduce the value in the eyes of the members and coaches.

BUT…
When I told Lee what I wanted to do she said, “Keith, I don’t allow that, but these are crazy times. Let’s do it.”

So… now I have another product to offer you that I would not have except for this crazy virus… Making Lemonade!

You can get that product for free for two months here

In review… with the webinar with Lee I have:

1. Cemented my relationship with you by giving you something of value for free
2. Got something done that I didn’t get done before
3. Created a income stream for my business

On Monday, I’ll be talking about my amazing client, Kyong Lee from Nutley School of Music, in Passaic NJ – just outside of New York City – Covid 19 Ground Zero.

She thought she might need to close her business and maybe not come back. Instead… her sales are down only 7% and she’s planning of a whole new stable income stream when this blows over. She’s amazing!

And I’ll be discussing another client who wrote to me, “My business faces collapse. What is the way forward for me?”

After I talked with him he wrote, “Thank you very much for your time. Great human being such as yourself are what any entrepreneur needs around them – especially in this rather testing time. Your words of wisdom an encouragement were very inspiring and I will make sure that I make the best of opportunity that this tragic incident of corona virus presents.”

That client in London will be using the same strategy to stay in business as Kyong is using and he will very likely create a new stable income stream when this is done.

If you think this is valuable, share it so other business owners can use it.

Stay Safe

Making Lemonade During a Crisis

I’m a small business coach, specializing in staff development.

I talked with two private clients the other day who decided they were going make Lemonade during this Corona crisis.

So, I decided that each day, until we come out the other side, I’m going to share a lemonade from lemons story with my business email list. Then I thought, I might as well share it on here… maybe someone can use it.

I hope you enjoy these posts, but more importantly, I hope you get an idea to help your business.

Please share your Making Lemonade story here.

What are you doing right now to make your business better now and/or in the future?

THE FIRST LESSON IS FROM ME.

Clients in my Inner Circle get Lee’s Millionaire Smarts program every month.

Lee’s Millionaire Smarts Program is designed to be a supplement to membership programs like mine.

I teach leadership, systems and empowerment, and customer service; but I don’t teach the mind stuff… and frankly, if you don’t get the mind stuff right you’ll never be as good as you can be.

I asked Lee to share some of her wisdom on a Webinar for my clients. Lee graciously accepted.

I’m guessing whether you’re a business owner or not, you’ll get some great something of value. You can watch the webinar here…
https://TinyURL.com/ClearThinkingLee

I’ll be back tomorrow with another Making Lemonade story for business owners.

Grumpy Must Be a Make-You-Happy Customer Service Fanatic

Whenever I speak on the topic of customer service, I ask a few “audience participation” questions at the beginning to get the group warmed up and introduce my topic.

One of the questions often ask is, “How many of you get “Who’s the Boss” Customer Service? The level of customer service that says to you, This business really understand that I, the customer, am the boss. I give them every pay check they’ll ever get.”

How many of you get that kind of customer service most of the time? No hands go up.

When I say half the time, a few hands go up.

When I said 25%, a lot of times most of go up.

When I said 10% of the time, again, a few more hands go up.

Frankly, I am usually surprised by the number of people who say they receive “Who’s the Boss” customer service 25% of the time. For me, it’s more like 10%

I think it’s because I’ve harped on exceptional customer service so long that I have become jaded. Maybe my expectations of exceptional customer service have gone beyond what’s likely to happen.

I do get it 10% of the time, so I know it’s possible, so I’m going to keep my expectations high. I’m going to stay with my fanatical approach to exceptional customer service.

But I need to warn you, when you get to the point where I am, you’re likely to be grumpy more often because you’ll go into places wanting and expecting exceptional customer service, and you’re not going to get it.

Like today, when I went to lunch. Most of the time when I go shopping or to a restaurant, I’ll say something to the clerk whether the clerk says anything or not. You probably do the same.

But every once in a while, because I’m a customer service fanatic and teaches others how to deliver Make-You-Happy Customer Service,  I don’t say anything… just to see what happens.

I’m absolutely amazed at how often the clerk on the other side of the counter says absolutely nothing.

OK, I really don’t get Grumpy because I know that my clients who practice Make-You-Happy Customer Service love competing with, and beating the competition who doesn’t.

You can get my book, The Happy Customer Handbook for free, just click here. I simply ask that you pay $2.97 for shipping and handling.

Show Sincere Appreciation

I provide my members with three 90 second customer service videos to share with their team each month.  I keep these to about 90 seconds because no one needs a long interruption to their work day, but EVERYONE needs reminders of how important the customer, client, patient or member is.

Here’s an example of a recent video

Would reminders and ideas like this help you WOW customers so they come back time and time again and tell their friends and family about you?

Follow this link to see how you can give these reminders to your team three times a month.  https://keithlee.com/customer-service-training/

Create an Experience

My wife, Patty, and I spent almost all of April on a vacation in Australia, Indonesia and Singapore.  Here’s a customer service lesson from that amazing trip.

Today in lots of businesses, it’s about, The Experience. People shop at Cabela’s and Bass Pro Shop for the experience.  American Girl Doll is about the in store experience.  When my wife and I we in London last year, regardless or the time of day, the line to get into the Lego store was at least 50 long.

Cruising on The Crystal Symphony is all about the experience.

Can you make what you do an experience?

Follow along with me. You’ll see exactly what I mean. Go to the internet, get Louis Armstrong’s, “What a Wonderful World” and start playing it now.

Picture this. You grew up in a lower income family. The address on my birth certificate is #9 Fink Trailer Court, Minot, ND. Vacations were great. I loved them. I got to see my cousins. But visiting far off lands was for rich people – certainly NOT ME. I certainly never pictured myself on a luxury cruise ship in Bali, Indonesia. You’ve just had a wonderful time ashore discovering a new exotic land. You’re dressing for a casual dinner. You realize you’re leaving port so you step out onto your balcony as the sun sets and you hear Louis Armstrong’s, “What a Wonderful World” playing over the ships speakers. As I’m writing this today, I tear up.

“I see trees of green, red roses too
I see them bloom for me and you
And I think to myself what a wonderful world

I see skies of blue and clouds of white
The bright blessed day, the dark sacred night
And I think to myself what a wonderful world

The colors of the rainbow so pretty in the sky
Are also on the faces of people going by
I see friends shaking hands saying how do you do
They’re really saying I love you

I hear babies crying, I watch them grow
They’ll learn much more than I’ll never know
And I think to myself what a wonderful world
Yes I think to myself what a wonderful world”

Now you hear a winsome single cry from the ships fog horn.

By the time we left our last port everyone was outside to hear Louis Armstrong and wipe away tears. No one on that cruise will ever hear that song again and not think of their Crystal Cruise.
image

Then later that night, after leaving our last port the ship’s captain gives delivers toast.

“Here’s to tall ships.
Here’s to small ships.
Here’s to all the ships on the sea.
But the best ships are friendships so
Here’s to you and ME!
Until we meet again.”

And yes, we made new friends. With only 850 passengers, verses up to 6,680 on the biggest ships it was easy to meet people. We plan to visit Willie and Elaine Montgomery in Ireland in two years.

Please don’t miss this, again, the big thing for Crystal Cruises is doing high end cruising well, but the hook… the way they get you back and have your raving to other is the emotional experience.

I’m guessing they’ll book 20 cruises from people I’ve told about Crystal.

How can you create an emotional experience
for your customers, clients, patients or members?

On Crystal, it starts with the size of the ship. The Crystal Symphony has 850 passengers. An average cruise ship today has around 3,500 passengers and the largest have more than 6,000. With the smaller ship you see many of the same staff often. They get to know you and you get to know them.

When Patty and I were not with my brother and his wife and Tirso saw us he asked, “Where are Ron and Mary?” When he saw us in around the ship he’s exclaim, “It’s martini time soon. Will I see you on Lido deck?” That’s doing a little thing right… and it becomes a big thing.
image

You also start seeing people who like to do the same things as you. The entertainment on the ship was fabulous and that’s where we met Willie and Elaine.
They had an early show and a late show every evening. Willie and Elaine, my brother and his wife, and Patty and I went to the late show and we always sat middle left. We were soon talking with Willie and Elaine all over the ship.

Follow this link and discover how to deliver
WOW, emotional customer service in your business.  

Are You Hug Worthy?

My wife Patty and I spent almost all of April on vacation in Australia Indonesia and Singapore.

Along the way we got phenomenal customer service.  In almost every case it’s the dozens of little things YOU do that gets clients, patients, members or customers coming back time after time and telling others about you.

Every business category has its low priced competition trying to take your customers.

Businesses who just a year ago thought they were immune from internet competition are no longer immune.  Patients are skipping the orthodontist and buying Invisalign Braces on the internet.  People and businesses are getting legal advice from internet businesses.  All types of businesses are being bombarded by competition from giant corporations, huge franchises, national chains, the internet and discounters.

The solution for staying in business and beating this competition is your extraordinary customer service and the little things you do to excel.

Here are some of those little things… the “…and then somes” we experienced in Australia and Southeast Asia.

…and then some

When you were a kid, and your mom said you needed to clean your room before you could go out and play, if you did what you thought mom wanted and then some, you probably got to go out and play quickly.

If you needed to weed the garden before you got to go play and you weeded it like your dad wanted, and then some, you probably got to go play quickly.

When you got to school and you did what the teacher asked, and then some, you probably did pretty well.  If we do …and then some with our customers we’ll probably do a darned good job.

Here are some little things, some …and then somes, we experienced on our trip.  Hopefully some of these will help you think of little things you can do to insure customers come back time and time again and enthusiastically tell their friend about you.

Here’s Clifford at The Amora Hotel in Sydney, Australia coming back after literally running down our Uber in Sydney.
image

He saw that the driver missed the turn into the hotel and sprinted out to catch him.  Now that’s service.

But that’s not all Clifford did.  As we were waiting for our Uber he engaged us in conversation.

Disney calls this being Aggressively Friendly – not just being friendly but going out of your way to be friendly.  An example of this at Disney is, a cast member seeing a family taking a selfie and offering to take the picture, or a cast member seeing a guest looking at a map of the park and asking if they can help.

Clifford could have just stood there while we waited or messed around on his cell phone but he didn’t.  He was Aggressively Friendly in asking where we were from.  When we told him Seattle, he WOWED me with his knowledge of American baseball.  I had no idea anyone in Australia followed American baseball.

But that’s not the point, the point is he was Aggressively Friendly in asking us where we were from, and regardless of our answer I’m sure he would have continued the conversation in a friendly manner.

As a post note.  I am absolutely positive that Clifford will soon be promoted at The Amora and if not, someone who gets his great Make-You-Happy Customer Service will offer him another job.

Clifford was so nice that soon Patty was greeting him with a hug.

Are you hug worthy?
image

I did a pretty good search for a hotel in Sydney and determined that we want to stay close to the Circular Quay which put us near the ferries, the Opera House and The Royal Botanic Gardens.

Trip Advisor told me that The Amora was the place for Patty and me.  They were rated the 5th best value out of 500 hotels.  There were some places that Trip Advisor rated as a “better value,” but Amora was the only one in the location we wanted and we were happy to pay a little more for the amenities we wanted.

The reviews consistently mentioned the fabulous staff and Clifford and the rest of the team delivered Make-You-Happy Customer Service during our stay and The Amora got another 5 star review.

This story was originally shared in the Make-You-Happy Customer Service Team Member monthly newsletter for employees.  Would reminders and ideas like this help you and your team WOW customers so they come back time and time again and tell their friends and family about you.

Follow this link to check out
The Make-You-Happy Customer Service System. 

Did You Know.. Tinker Bell and the Tooth Fairy are FRIENDS?

In June our entire family… our kids, grandkids and Patty and I went to Hawaii.  For part of the trip, we stayed at Disney’s Aulani Resort on the island of Oahu.

When I owned American Retail Supply we had a distribution center in Honolulu so I had a bunch of Hawaiian Airlines miles saved up. Enough for all seven of us. Yeah!!!

Our granddaughter Whitney had a very loose front tooth and when she bit into here shave ice (like a snow cone), out it came.

Jen, Whitney’s mom, went to the Shave Ice counter and asked for a napkin mentioning that Whitney had lost her tooth.

The cast member at the counter exclaimed, “Oh My Gosh, did you know Tinker Bell and The Tooth Fairy are friends? With a wink of her eye, she told Jen to go to the concierge desk and let them know Whitney lost her tooth and they would make sure Tinker Bell told The Tooth Fairy.

Jen and Whitney went to the concierge desk to get Whitney’s Lost Tooth Certificate and make sure The Tooth Fairy knew Whitney was at Aulani.

And then surprise, surprise, not only did Whitney get her normal fifty cent piece from the Tooth Fairy under her pillow, she got a special pin from Tink.

Bet she’ll tell all her friends, likely keep forever, and tell her children! When it comes to getting Guests back Disney doesn’t just think about current Guests, they think generationally.

Disney doesn’t miss a step in finding ways to WOW their Guests! Sure, their demographic guarantees that they’ll have more lost teeth than most places, but they can’t have that many.

This front line Disney Cast Member didn’t miss a beat in tell Jen to visit the concierge desk. That doesn’t just come about. It’s trained. Be sure that you’re training your team to WOW your customer, client, member or patients.

Share this story with your team and ask if they have ideas for WOWING your customers.
This article is example of the content in The Team Member (Employee) Newsletter I provide my Inner Circle clients.

Do you think your team members would remember to WOW your customers, clients, patients or members if they got weekly reminders like this?

Right now, for a limited time, you can get The Make-You-Happy Customer Service System for just $67 and test drive the monthly customer service newsletter, emails and videos for free. Plus you’ll get some very cool marketing resources for FREE

Click here for details

Does Your Team Feel Important and Appreciated?

One of the reasons I love private consulting is, the teacher often learns more than the student.  The more I coach business owners the more I’m convinced, the teacher learns more than the student.
 
I was consulting with client the other day when he said, “I think everyone wants to feel important and appreciated.” I told him, slow down I need to write that down.   

He went on to point out that one of the reasons he’s excite to start conducting Personal Development Interviews (PDIs) is they will give him a specific time to show each team member they are important and appreciate.

For the person being interviewed, I say PDIs are their opportunity to brag about what they’ve accomplish.  I’ll now be adding.  It’s their time to feel important and appreciated.

What are you doing to develop each team member so they have something to feel important and appreciated about?  What are you doing to make sure everyone on your team feels important and appreciated?  Discover how to make your staff feel important and appreciated. Go to:  

https://www.performancereviewssuck.com/ right now and get my book, Performance Reviews Suck. It’s free. I just ask they you pay $2.97 to help with shipping and handling.
 
I was so impressed with Dave’s words that I posted a video on YouTube about it.  Dave added this in the comments section below my video on YouTube.

“The hidden truth (or maybe not so hidden truth) behind this video is that when you learn to make team members in your organization FEEL important and appreciated, the law of reciprocity kicks in, and your team works much harder, and more autonomously, because they FEEL invested in. When they work harder, they are empowered, and the business owner has more freedom to enjoy the rewards of business ownership.”

Here is an explanation of The Law of Reciprocity from BrianTracy.com

“Have you ever felt the need to help someone who has helped you in the past?  This is known as The Law of Reciprocity.  It is one of the many different persuasion techniques that you can use to influence others.

Law Of Reciprocity
Persuasion by reciprocation is based on the law of reciprocity.  It’s considered by many to be the most powerful law of human nature. Basically, it states that,

“If you do something nice for me I’ll do something nice for you.  I feel obligated to reciprocate.”

For example, if we go out to lunch and I pick up the bill, you almost always offer to pay for it next time.  Next time we go out to lunch, you insist on paying for the bill.”

How are you using The Law of Reciprocity with your staff?  

What are you doing, other than giving them a pay check, to have your staff feel the need to help you and your business?
Do you understand that they don’t see you giving them a pay check, or benefits, or any of the other “stuff” they have coming to them as feeling an obligation reciprocate?

Your Personal Development Interview is your opportunity to show each team member they are important and appreciated and your opportunity to initiate one of the most powerful laws of human nature with your staff – The Law of Reciprocity.

Go to  https://www.performancereviewssuck. com/ and get your free book now.

Orange Trees

In this article I’m sharing an email I got for Samantha Fleig the Production and Fulfillment Lead at 3D Mail Results, a business I own with my son Travis. If you don’t know about 3D Mail Results you should go to 3DMailResults.com and get Travis’ free book. He even pays the postage on the book.

Here’s the email from Samantha

Hi Keith,

Since having Noah as a production assistant I’ve started to recall a lot of the training I had at Home Depot as a supervisor, when I was training to become an assistant manager.
There was a lot of focus on growing within the company and therefore a big focus on training and leadership classes.

The other day I told Tara one of my all-time favorite lessons from Home Depot and she said it was extremely eye-opening. I then told Noah, and he said the same thing!

I thought it might be an interesting focus for an article in your newsletter, or at least a nice little tip/trick that you throw in somewhere.

It’s the story of The Orange Trees…

There was a Home Depot store located next to a major freeway and it was being visited by a new regional manager. The RM was coming to assess ways to attract local customers & suggest improvement, and the first thing he noticed was how uninviting the building was. With it’s entire back to the freeway the only walls that drivers could see from either direction were blank concrete walls. So, after some creative thinking the RM addressed the store management with his new vison, “I want you to paint huge orange trees all down the backwalls, and I will come back in a few weeks to check it out”.

A few weeks passed and the regional manager returned to check out the store’s new look, only to be surprised, disappointed, and soon humbled by a very important lesson he would learn.

The walls were not what he expected at all, and in his mind he couldn’t figure out why the store’s management didn’t follow his directions properly. On the walls in front of him were a few hundred feet of evergreen tree-outlines in bright orange paint. He then recalled the instructions he gave before he left… “I want you to paint huge orange trees”. He then realized the miscommunication was his fault… how was the store supposed to know that his entire vision was to cover the walls in luscious orange fruit trees?

The moral of this story (and hopefully I’m explaining it well) is that no matter how upset or disappointed the regional manager was at the mix-up, he had no one to blame but himself. The instructions and details you give to your staff are not only important, but crucial to getting the output that you want.

People can’t read your mind and they will only have the information you give them, so proper communication is key to business success. I can name countless occasions where I was in the position of the regional manager, upset and disappointed that someone didn’t follow my directions correctly. Only to realize that my instructions could easily be interpreted many ways, and that I should have clarified certain parts. Always remember to be detailed, provide all the information and be clear about your expectations.

I told this story to Tara because we’re often moving a million miles-a-minute and VERY often rely on our ability to “read each other’s mind” and know what the other is thinking – and we’re very good at it. But you cannot rely on this!

Just like I can’t rely on having good communication skills with Noah, because no matter how well we understand each other I cannot assume that he can read my mind or know my thought process. No matter how accurate your assumptions tend to be, getting clarification on something will always be easier than going back to fix a mistake.

I use this story to remind me to stay aware of how I communicate, but also as a reminder about personal responsibility. Taking responsibility for the information that you relay and how you relay it, but also taking responsibility when receiving instructions and asking for more information. I remind myself of this story on a constant basis and have given an extra look at my communication style ever since.

Communication is key.

Hope you liked the story! Just thought I’d share. Sam

Here’s my reply, which was sent to everyone in the business.
I love this and I will use it in a newsletter!!!
Ya’ll – Read Sam’s email below.

Not only is this important in business, it’s important in every part of life.

I’ll give you an example of what I mean.

This is why I try, and not always succeed, to over-communicate. I know sometimes that leads to people thinking, “What kind of idiot does he think I am?”

In my almost 40 years as a business owner miscommunication has been the #1 culprit when we make mistakes.

Thanks for this Sam!!

I love this email from Sam in so many ways. It reinforces lots of concepts in The Make-You-Happy Management System.

  1. It shows that she’s concerned with everyone doing a good job and serving our clients as best we can.
  2. As the lead in her department, she’s being a “coach” and giving me the opportunity to “coach” the rest of the team with a message from her. It’s one thing for this message to come from me. It’s better if everything doesn’t come from me.
  3. It’s a great real-life story and lesson to share with you.
  4. Sam is in tune with the type of lessons I want to share with you.
  5. It gave me the opportunity to tell my team that I know I can be obsessive about communication.
  6. This from Samantha is fabulous… I use this story to remind me to stay aware of how I communicate, but also as a reminder about personal responsibility. Taking responsibility for the information that you relay and how you relay it, but also taking responsibility when receiving instructions and asking for more information. I remind myself of this story on a constant basis and have given an extra look at my communication style ever since. That’s a leader! Admitting she’s not perfect.

An Experience of a Life-Time

My wife Patty and I spent almost all of April on a vacation in Australia, Indonesia and Singapore. Eighteen days were spent on board The Crystal Symphony cruise ship. Crystal is and up-scale, up-service and up-priced cruise line. Fares are at least double Princess, Holland America, Norwegian, etc.

If you’re smart, you’re NOT trying to be the lowest priced alternative in your business in your market. That’s a great way to go out-of-business.

While you don’t necessarily need to be the most expensive choice, you should be offering a premium product or service and giving exceptional customer service that warrants a premium price.

When you deliver a premium product or service
to your customer it’s hard for them to go back to ordinary

Note that word experience in the title of this article.

I’ve been on about eight cruises and I’ve enjoyed them all, but NONE was close to the emotional experience of Crystal.

Can you make what you do an emotional experience?

Go to the internet. Google Louis Armstrong’s, “What a Wonderful World” and start playing it now.

Picture this. You grew up in a lower income family. Vacations were great. You loved them. You got to see your cousins, every year.

I certainly never pictured myself on a luxury cruise ship in Bali, Indonesia.

You’ve been aboard for seven days now. You’ve been served by wonderful people from all over the globe. People who learn your name, find out something special about you, know when it’s time for you to switch from iced tea to a martini, ask where your brother and his wife are when they don’t see them with you, people who give you a sincere smile that shines from their entire face.

You’ve just had a wonderful time ashore discovering a exotic new land. You’re dressing for a casual dinner. You realize you’re leaving port so you step out onto your balcony as the sun sets and you hear Louis Armstrong’s, “What a Wonderful World” playing over the ships speakers.

“I see trees of green, red roses too
I see them bloom for me and you
And I think to myself what a wonderful world

I see skies of blue and clouds of white
The bright blessed day, the dark sacred night
And I think to myself what a wonderful world

The colors of the rainbow so pretty in the sky
Are also on the faces of people going by
I see friends shaking hands saying how do you do
They’re really saying I love you

I hear babies crying, I watch them grow
They’ll learn much more than I’ll never know
And I think to myself what a wonderful world
Yes I think to myself what a wonderful world”

Now you hear a winsome single cry from the ships fog horn.

By the time we left our last port, everyone was outside to hear Louis Armstrong and wiping away tears. No one on that cruise will ever hear that song again and not think of their Crystal Cruise.

The ship’s captain said it well on the last night with an old Irish toast.

Here’s to tall ships.
Here’s to small ships.
Here’s to all the ships on the sea.
But the best ships are friendships so
Here’s to you and ME!
Until we meet again.

And yes, we made new friends. With only 850 passengers, verses up to 6,680 on the biggest ships it was easy to meet people. We plan to visit Willie and Elaine Montgomery in Ireland in two years.

Yes, Crystal does some BIG things that help build that emotional experience. Their ships are smaller. Their food is 5 star every night. You can dine in the main dining room, or four specialty restaurants, and not pay extra (OK, you paid thousands EXTRA up front – but don’t miss the free specialty restaurants). You get free premium alcohol (free?).

But the reality is, it’s the little things that made the emotional difference. The waiters in the restaurants. The servers by the pool and lounges. The maids! The maître d’ who knew your name by day two, knew waiter and table you wanted, and then joked with you when he saw you at specialty restaurant rather than his main dining room.

What did it cost to play Louis Armstrong over the ships intercom – nothing?

What did it cost for the captain to give his wonderful toast – nothing?

What does it cost to hire and train staff the delivers Make-You-Happy Customer Service? Yep, there is a cost for this, but I contend hiring and training to deliver exceptional customer service has the biggest cost benefit ratio of anything you can do.

Click here and discover how to create customer service so good that people come back time and time again and enthusiastically tell other about you.