1. Astounding Customer Service
Making Magic

2. “You know how to take the reservation…”

3. Making Magic
Not Misery

4. The company is here for the customer. CUSTOMERS = THE REASON WE EXIST
“If you don’t think customers aren’t important, just try doing business without them.”
Cavett Robert
The company is here for the customer. CUSTOMERS = THE REASON WE EXIST

5. Getting and Keeping Customers
Primary Function
Getting and Keeping Customers

6. Loyalty in Good Times AND Bad
Acquiring New Customers Cost 4X More than Keeping Current Customers
Can Increase Price Threshold by 10%
8 of 10 Reasons for Purchase = Customer Service Delivery
7 of 10 Leave Due to Poor Customer Service NOT Price
Happy Customers tell 10 People / Unhappy Customers tell 20 People

7. The Real Value of a Customer
Next Week