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December 10, 2014 | Team

5 Steps to win customer loyalty when things go wrong

We assume that we gain customer loyalty by doing things right. Our most loyal customers, however, are often those who have had an experience where things go wrong. How we react when things go wrong can help us win, or lose, lifelong customers. A colleague of mine recently checked into a hotel, and had a […]
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September 10, 2014 | Team

Paddle or Die! Why Great Service is Critical to Business Success

Everything I ever needed to know I learned on the river, or at least that is how it often seems. I am a River guide, not by trade, but certainly by avocation. For over 20 years the river has shared with me lessons on life, love, success, and failure. The river is a powerful force […]
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