Category Archives: Customer

Customer Loyalty: The Trust Formula

Want your customers to love ya?  You gotta get ’em to trust ya.


When it comes down to it, every purchasing decision involves an element of trust – both before the purchase happens, and after it’s done. Before the purchase, trust determines if we’re going to get the sale at all. Afterwards, trust will determine:

  • if we get to keep the money or have to return it
  • if the customer is going to come back again, and
  • whether or not the customer will pay dividends in the form of referrals.

It all starts with trust.
Continue reading Customer Loyalty: The Trust Formula

The Smarties and Dum-Dums of the Business World

The following is a guest post written by my friend, Amber Christensen, of

The Smarties and Dum-Dums of the Business World

Last Saturday, our microwave stopped working mid cheese-melt. From grilled cheese sandwiches and quesadillas to chili nachos, my kids think melted cheese is the only food group. We were in a crisis!


My husband and I had a babysitter lined up for the evening but instead of heading to the bowling alley, we went to a furniture store. We walked in ready to buy and passed at least four available salesmen who failed to acknowledge us. One was looking at his phone, one was watching a football game, and two were talking to each other. The only other one I saw was helping another customer.

We found the microwave we wanted and after he finished his other sale, the man who had been with another customer came to help us. We told him exactly what we wanted: a white over-the-range model. We didn’t know how to remove the old one or install the new one, so he gave us a little demonstration. He also offered tips on how to protect our stove top when making the switch. Next time I’m in the market for an appliance, I will find that same salesman. By putting forth a few minutes of extra effort, he earned my continued business.

Continue reading The Smarties and Dum-Dums of the Business World

How We Earned Record Revenue With a $0 Ad Budget

In 2015, our auto repair shop earned record revenue. We spent exactly $0 on advertising.

You read that right: $0.

Oh, and I’ve done nothing to up our SEO. And our shop is not on a main road. (In fact, it’s tucked away in a dentist’s parking lot.)

(Header Photo Credit: the fruit that ate itself via Compfight cc)

So how do we find our customers if we’re not marketing the snot out of them, and without a designer website or main street visibility?
Continue reading How We Earned Record Revenue With a $0 Ad Budget