How Much is a Roach Worth?

In my case, twenty-five percent of the check. The other day my wife and I went to one of our favorite restaurants. We dine there often; great food, good value and service, a few blocks from our apartment. Whenever friends come in from out of town, this is our go-to-place. We were having dinner with another couple, when it appeared.  We were savoring our last bite of dessert and had already asked the waiter to bring the check, when our friends pointed out a roach crawling on the wall about 6 inches from where my wife … [Read More...]

Ten Tips to Create and Build Customer Relationships

Ten Tips to Create and Build Customer Relationships

There is a distinction between customer satisfaction and customer retention.  Many companies don’t understand the concept.  Someone might be happy with your product or service, basic satisfaction, but never purchase again.  Why?  The gap between satisfaction and repeat business is the relationship between the customer and the sales associate at the company.  Creating and building relationships is the link and differentiator.  Strong relationships definitely increase the probability that your customer remains yours and not … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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