Helping Business Owners
Grow and Protect a Sustainable Business


Customer Service and Marketing. Two of the biggest keys to your success or failure in business. Most businesses that recognise the power of marketing will create strategies to market their business.

However, my observations over the decades that I have been in business dictate that formal CUSTOMER SUCCESS STRATEGIES in most businesses are non-existent.

How many times have you rung a business and gone away thinking – “How the hell did he/she get be on the front line with his/her attitude and/or phone manner?

In the hospitality industry for instance, have you ever met someone and thought to yourself then and there – “What were they thinking, getting into this industry, where customer relations are so important?

You might be inclined to think that “Customer Service” is just a matter of being nice to people but the reality is that there is far more to it than that.  It’s vitally important that every customer gets a “Red Carpet Experience”. That is, they’re made to feel important during the entire process of dealing with you – before, during and after their connection with you.

  • For instance, do you ever conduct customer surveys? Surveys that ask very pointed questions on the level of service that they have received from you and your staff?
  • Do you encourage them to provide you with feedback?
  • Do you ask for reviews or testimonials or are you too afraid of what they might say?
  • Make a mental note of things that your customer may tell you about themselves. Maybe they have just become a new parent/grandparent, or one of their children was accepted into university, or they just moved into a new home, or something else unique and personal to them;
  • Try to remember their names. The fact that you remember will help to make them feel important and is also a big step towards establishing a genuine rapport with them and gaining their trust in you and your company.

Providing second-to-none customer service is paramount but it takes the formulation and implementation of good Customer Success Strategies to get it right. Need guidance? Get in touch with us today on 0452 1444 76 or, we would welcome hearing from you at! Happy to help. 

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