The Change Agent Blog:

Tips for Developing Customer Loyalty

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I was thinking I should share tips on change this month since we are in the midst of numerous changes; however, it is time for the customer loyalty tips instead. Before I do that, let me quickly catch you up on our changes – professionally, we have a totally redesigned website (check it out at: www.thechangeagent.com) and a new blog. My blog will replace this e-mail newsletter after this issue. In fact, if you visit my website you will see this newsletter as my first blog entry (including fun photos).

Blogging is new to me as an author and I’m looking forward to the ability to add an entry whenever I choose to rather than relying on someone else to send it out (because of my lack of tech expertise). I will also be able to post links to articles I think might benefit you. As a convenience to you, you will be automatically transferred to the new system and will receive an e-mail from , which is our new subscription service.

Regarding personal changes, we dropped our oldest son Bryan off for his first year of college at Wingate University near Charlotte, NC. It’s a wonderful school and we are praying for Bryan as he adjusts to his academic schedule and playing lacrosse at the college level. Jim is figuring out what he wants to do in the work world as he is starting to apply for jobs after working with me for 12 years. Drew is a HS sophomore and is running Cross Country instead of playing football this fall. He has worked really hard to earn his varsity letter in both Cross Country and Lacrosse (he earned his lacrosse letter last spring – as well as earning “Best Varsity Rookie” for the team).

Along with continuing to speak and conduct training, which I love, I’m taking a weekly class in Breakthrough Biblical Counseling for my own personal development. It’s a great learning experience and I’m excited to see the connections to my leadership and communication topics. I had the terrific opportunity to speak at a Women’s Retreat last month on the topic of parenting and I’m facilitating a “Parents of Teens Discussion Group” at our church. I’m just beginning to explore the possibilities of writing and speaking more on this topic.

Well, time to move on to my tips for developing a better attitude when dealing with our customers. Perhaps you could consider how to apply these tips to your personal life as well (where it can sometimes be more challenging than work)?

• Forgive customers who make insulting remarks about you or your company’s service. Know that they don’t know you personally and are merely upset about their situation (see the funny sign below as an example of what will upset customers).
• Keep in mind that your next customer has no idea of how the last customer just treated you. Take a deep cleansing breath before you pick up the next phone call or ask to serve your next customer. Make it a new, positive experience for yourself and your customer.
• Encourage your co-workers if their last customer has just mistreated them. Give them one of your smiles if they have none left of their own. If necessary and possible, offer to relieve them for a quick break.

Don’t Try This a Work…
I found this photo on flickr.com recently and it made me chuckle. This is a great example of what will upset a person. Would this sign entice you to become a customer or walk away? Always think about your future customers as well as working hard to keep your current customers loyal ones.

Patti’s Personal Pick on the Web:

I recently read a really inspiring book for teens – Do Hard Things – by twin brothers Alex and Brett Harris. It is a book about teenage rebellion against low expectations which is what I’m trying to instill in our two boys. The Harris brothers have a blog that I subscribe to and enjoy reading. Here’s the link to their website: www.therebelution.com

Make it a great week!
Patti