Why businesses fail

Why businesses fail? Last year 155,000+ failed. There was a study that asked their customers why did they stop doing business with them. 68% said they were being treated with an attitude of indifference.
Attitude scale
+<-------------------------l--------------------------->-
Get in their faces
Serve!

csi-customer satisfaction index. 100% csi. 100% of customers 100% satisfied 100% of the time.
Some would think that's unreasonable. I don't. We are going for the whole thing. We may not hit it but we will hit way more than if we lower our standards.

80/20 rule...Pareto's law. 80% of our business will be derived from 20% of our loyal customers and who they help us bring in. 65/10 65% of business will come from 10%. We can't compromise on them at all. That 10% is sooo important.

CTO-customer turnover. Sometimes we think it's ok to "fire" customers but we don't know what they could've become. Make sure none of the CTO is in the 10%.

How to avoid cto-serve, find out and manage expectations. Exceed expectations. Create some period customer service miracles. Have a good heart, want to perform them. We need a keen eye to recognize the miracle opportunity. MO-miracle opportunity. Anything that you can do that makes your customer say "WOW".

How to create the MO-
1. Don't multi-task while talking to them. Focus
2. Give a kind word.
3. Smile while talking to them. Sometimes we can be smiling on the inside but it works better to make sure it's on the outside.
4. Positive energy. Upbeat.
5. A can-d0 spirit. Yes, we can help you with that!!
6. Use their name. Don't over use it but don't under use it.
7. Thank them.