Recently, a program attendee did something special. She and her husband own Grosenbach’s Auto Repair in Oglesby, Illinois and she emailed to let me know they tried one of my creative sales ideas.

These crafty customer service pros had a sign made that says “If the light’s flashing, no waiting for an oil change.” It worked immediately.

Sure enough, she shared in her email that two people had already turned around in the middle of the road and came back when they saw the light flashing!

LOVE IT! Nothing makes me happier than when professionals DO SOMETHING with the information we provide and the ideas we stimulate.

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Every time you interact with a customer, client, patient or patron, it is an encounter. And each encounter holds the power to nurture your relationship or nick it, to build your business or bruise it.

I’m dedicated to helping you create the best Guest Encounter possible in your organization. Small ideas—like a flashing light that sends the right message—can lead to a big impact.

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