Here’s how I can help your organization

I help organizations of all kinds increase customer loyalty by improving customer service. When you increase customer loyalty, you set the stage for a stronger, healthier and more profitable business.

• Bain & Company has found that a 5% increase in customer loyalty can lead to an increase in profits from 25% to 95%
• They also found it can cost 80-90% more to acquire a new customer as it does to keep an existing customer.
• The Brookeside Group found a 1% increase in customer loyalty can lead to a decrease in operating costs of up to 10%.

The best way to increase customer loyalty for the long term is to improve customer service.

• The Harvard Business Review (in their July 208 issue) said “loyalty is a direct result of satisfaction”.
• The American Quality Institute found that 68% of customers who leave a business do so because of how they were treated. Bad customer service drives them away.

So I help you improve customer service. I do this with a model and curriculum I have developed that does two things:

1. It teaches critical customer service skills to customer facing staff.
2. It teaches decision makers how to create a culture of service in their organization.

I teach your team how to deliver Amazing Customer Service to your customers. I work with both customer facing employees and management. Because you need both to make it work.

And when your team is delivering Amazing Customer Service to your customers on a consistent and ongoing basis, you can expect outcomes like these:

• More repeat business
• More referrals from existing customers
• More engaged employees
• More revenue and profits

There are several ways I help you do this:

1. Articles, books, newsletters and other resources
2. Speaking & Training
3. Consulting & Advising

My articles, books, newsletters and other resources are all available at this website. Many are free. Some have a fee. And you can find all my books at Amazon.com.

(I am in the process of creating several audio programs and online courses. If you have an interest in these, please contact me.)

My speaking and training engagements are available for company meetings, conferences and private workshops. They run from 30-90 minutes for a typical keynote to 2-3 hours for a workshop or seminar.

For more in-depth help I work with organizations in an advisory or coaching role. Here are some typical scenarios:

• Advise leadership as they create a more service oriented culture
• Coach managers, supervisors, team leaders as seek to teach and motivate staff to provide better customer service
• Act as subject matter expert to review and advise on material, plans and strategies to improve customer service and loyalty
• Facilitate discussion, brainstorming and feedback in groups of management, employees and customers.

Click here to learn about the programs I offer to help people improve their customer service. Or click here to download my one-sheet which has information on my programs, clients and feedback from people who have attended my programs.

My Background and Professional Information

I am “The Amazing Service Guy”. I help companies increase revenue and profits by improving customer service. I’m a professional speaker and trainer and I have spoken to hundreds of audiences across North America and in Europe and Asia about how to increase customer loyalty by improving customer service.

I’ve been quoted, interviewed and published in major media such as BusinessWeek, the Boston Globe, the StarTribune, Smart Money, Chicago Sun Times and many others. My most recent book More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back has won 5-star reviews at Amazon.com.

(Click here to learn more about this book.)

In 2004, I helped my hometown set a world’s record to help promote the 25th anniversary of their community celebration. I have served on several nonprofit boards and committees and I have volunteered for many organizations from chambers of commerce to the humane society to educational and youth organizations. In 2008 I was elected to the board of directors of the National Speaker’s Association, Minnesota Chapter. Recently I was appointed to the Economic Development Commission for the City of Burnsville, where I live.

I live in Burnsville, MN, where I grew up. My wife (Debbie) and I are regularly seen around town walking our basset hound (Maggie) or dining at our favorite local restaurants.

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To learn more about how I might help your company increase customer loyalty by delivering Amazing Customer Service, please call me today at 1-952-212-4681. Or send an email using this CONTACT form.