• 1. Check Your Engine

    “Our life is frittered away by detail. Simplify, simplify.”
    Henry David Thoreau

    Repeat business is your hidden gold mine
    Don’t just win a sale. Win a customer! Start doing call backs today.

    . . . your customers will love you for it!  There are 3 major secrets to conducting a successful call-back campaign, and I’m going to share them with you, now.

    (1) The List
    (2) Timing is everything
    (3) No agenda

    Learn how to make it work on Page 19 

  • 2. Measure for Success

     “Before we build a better mousetrap,
    we need to find out if there are any mice out there.”
    Yogi Berra

    How much do you spend on coupons; flyers; advertising in magazines, newspaper, radio?  If you have a budget for advertising, wouldn’t you like to cut it in half?

    These 3 steps will get you started::

    #1 – Collect e-mails
    #2 – Use an e-mail marketing tool
    #3 – Develop 5 questions

     Learn how to make it work on Page 33

    Plus . . .
    Get 5 Sample Questions

    to make your survey a success

  • 3. Make it Right

    Customers don’t expect you to be perfect.
    They do expect you to fix things when they go wrong.”
    Donald Porter, Actor

    Everybody messes up sometimes . . .

    and you will too. It’s just human nature. Your worst mistakes can become your biggest victories if you handle them right.

    The easiest way to make it right and create super loyal fans is to convert the dissatisfied customer into a happy camper. But how? Start with the Apology, and then . . .

    Follow all 4 Steps on Page 42

    Create super-loyal customers that buy again and again!

  • 4. Look Your Best

     “The way to gain a good reputation is to
    endeavor to be what you desire to appear.”


    How do people really see you?

    The right answer to that question could double your income.

    The 3 Big Mistakes
    that will cause your customers to leave forever.

    It’s on Page 56

  • 5. Share the Love

    “People will forget what you said, people will forget what you did,
    but people will never forget how you made them feel.”
    Maya Angelou, Author and Poet

    A picture might be worth a thousand words

    but the right word can be worth a million bucks. Are you using these Power Words in your business?

    Get the magic words, starting on Page 59 

  • 6. Hire for the Heart

    “Hire people who are better than you are, then leave them to get on with it . . .;
    Look for people who will aim for the remarkable, who willl not settle for the routine.”
    David Ogilvy, “The Father of Advertising”

    People judge your business
    by their experience with your employees.

    The right employees can create repeat business and generate word of mouth advertising. The wrong ones can kill your business.

     “Hire for Attitude;  Train for Skill” 

     But, how do you get the right people “on the bus?”  That, my friend, is the $64,000 question!

    The answer is on page 77

  • 7. Protect Your Investment

    “From what we get, we can make a living;
    what we give, however, makes a life.”
    Arthur Ashe, late tennis star

    Sure your employees owe you their loyalty. They won’t give it to you however unless you earn it.

    Discover the secret to employee retention

    Get it on Page 110

    Best Customer Service Book