Marilyn Suttle

When Customer Loyalty Goes Missing, What Should You Do Next?

When Customer Loyalty Goes Missing, What Should You Do Next?

Customer loyalty is important for a successful business. And when you move mountains to make customers happy, you expect them to reward you with ongoing business, right? But what happens...

Does Your Business Pass the Customer Service Fitness Test?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack...

10 Things to Stop Doing if You Want Happy Customers

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success...

Gladys Recommends The Endangered Customer

Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by Richard...

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or  complainer can suck the energy right out of the room, leaving everyone drained and...

Which Customer Expectations Matter Most?

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the...

5 Ways to Build Customer Trust

Customer trust is developed in your organization over time and through shared experiences - like online reviews and personal recommendations. Having conversations with your team about trust-building is crucial but it can backfire. Here are five things to keep in mind to build trust with your team and customers.

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re...

As a Business Owner, You May Unwittingly Ruin Great Customer Service

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.