Not even the best marketing or the best “deal” can make up for poor customer service during the sales process. Here’s an example. Last fall, I needed to purchase new tires for my car so I made an appointment online at a local discount tire retailer. I was enticed by the “sale.” After receiving a call that the tires I requested were not in stock, I was assured by the sales rep that I would be contacted once they were ordered and ready to be installed. Fast forward to six months later and still no call. Not only did this discount tire company lose out on a sale, they lost me as a customer for life.

How does that relate to your industry? Well, if you are like most companies, you have spent a great deal of time, energy and money to attract people to your place of business…a new-home sales center, a hotel, a senior living facility. Read more