Loyalty is earned with friendliness, responsiveness, ease of doing business, fair value, and the good feeling customers get when they call you, visit you, or interact with you.
Jeffrey GitomerEverything you need to know about a customer has been written by them or about them. And it lives on the Internet. All you have to do is uncover it. And use it.
Jeffrey GitomerThe key is not to call the decision maker. The key is to have the decision maker call you.
Jeffrey GitomerThe best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.
Jeffrey Gitomer