The Care and Keeping of Customers

Here’s a treasury of facts, tips and proven techniques for keeping your customers coming back! Do you know it costs five to six times more to find a new customer than to keep one you already have? If new customers are the lifeblood of your business, your current customers are the heart that keeps the lifeblood flowing.

This book takes a practical, experience-based look at specific things you can do to consistently delight the customers who keep your business healthy. Roy Lantz breaks the secret down into four key elements:

• Behaviors
• Attitudes
• Communication
• Knowledge

Each chapter focuses on one of these elements, and gives you specific strategies and techniques that are essential to making sure you’ve earned your customers’ repeat business.