What is the cost of a lost customer? I have often theorized the importance of building relationships with customers and now a recent survey puts dollars to the sense of that theory.  I learned today from CustServ that the cost of lost customers equals 338.5 BILLION a year! Further investigation from CustServ’s blog led me to [...]

When I first started working at Pearle Vision as a store manager I attended a variety of sales training sessions.  In those days (the dark ages) we didn’t have computers and when we sold a pair of glasses the details were written on a multi-part order form.  One form per pair of glasses.  This was [...]

I just met my old boss at Panera for a cup of coffee and a chance to get caught up.  I wanted to hear about his company, a retail chain continuing to thrive even in these challenging times and I also wanted to share the excitement about my Make or Break Moments initiative. It was [...]

I have been divorced for about 18 months and have been faced with home improvement projects I wouldn’t normally tackle.  This past weekend one such project came up which led me to a Make or Break Moment. The door handle of the front storm door came off in my hand sending its corresponding partner skittering [...]