3. Why should I believe you?- You may be wondering why we didn't go complain to the manager at this oil change place? When I suggested it, my husband's comment was, "That is the way they all are". Trust is the basis for any good relationship, business or otherwise. In this case, the trust had been broken over many years of using similar companies. It does not make it right, it makes it an negative experience that the customer does not forget. How do you work at building "trust" with your customer? How does your advertising build your brand to such an extent that you become the vendor of choice?

How many customers did you lose last year? How much did it cost your company? How many other people did those lost customers influence? How many of your "best customers" are now customers of your competition? Your advertising might just be driving them away.

About the author:

Anne M. Obarski is "The Customer Service Spy!" As a professional speaker and trainer, Anne will work with your company to provide you with the clues to keep your customers coming back. Anne presents keynotes, break-out sessions and customized training, nationwide, in the area of customer service.

You’ll want her two new books, "Surprising Secrets of Mystery Shoppers" and "Real World Customer Service Strategies That Work". For a limited time get her free, "10 Big Secrets to Giving Mystery Shopper Feedback and Get the Changes You Want", by faxing 636-922-2696 on your letterhead and write the words, BIG SECRETS.

For more info go to: http://www.merchandiseconcepts.com or email Anne at anne@merchandiseconcepts.com

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