Another week in the books. Between the honor of being on others' shows this week and a busy travel week, it is has been a doozy! This Monday, I am back on the #AutoHubShow. They may have to start charging me rent! We are coming to you this week from west cost and the 801...that is Utah for those that don't travel a lot and somehow don't have area codes stashed in their memory! I never grow old of the Wasatch Mountains.  

What is Keratoncous? No, it is not Brooke-ish, but I applaud you in your guess! In 2008, I had a corneal transplant. With any transplant, one will forever have a lifetime relationship with their doctors. Every six months for the rest of my life I see them. Even though I live in Chicago, the best of the best are in UT, so I fly to here. $$$ = Yes

This got me thinking about our trade, our industry. Don’t we want our customers to be lifetime customers? What are we doing to ensure this? Are we meeting their expectations and their expectations of us?Are we treating those loyal, VIP customers as that VIP OR letting the relationship become lackluster? Would customers or our employees follow us wherever we go? Are our employees masters are what they do: both at the personal level and technical level Is mutual response shown? Do we provide a reason to NOT leave/shop elsewhere? Do the know they are #1, or better yet not a number?! Are we under promising and over delivering or the other way around? Are we continually keeping the customer updated throughout the process, even if that is, “hey I haven't heard back but didn’t want you to feel alone in this.”  Do we do what we say we will do? What is expectation vs reality?

What are you doing at your store to ensure lifetime customers keep coming back?

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