Today’s mindset is different. Today everyone is good or the online reviews would drive them out of business. So, it’s not enough to have quality, care, or compassion. Your competitive advantage will be how you deliver your product better, faster, or more convenient. David Avrin is the author of Why Customers Leave (and how to win them back). David and Kevin discuss the book and how it illuminates some of the blind spots we have in how we work with customers. Leaders miss some things and there are unintentional consequences. They need to step back and ask some hard questions from the customers perspective.
In this episode, David talks about 1. The danger of saying no. 2. The Platinum Rule. 3. The sin of omission.
Remarkable Dialogue
Ask yourself: Do you know their story?
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Additional Leadership Resources
- Book Recommendations:
- Why Customers Leave (and How to Win Them Back) by David Avrin
- Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth by Jay Baer and Daniel Lemin
- Leading Customer Loyalty with Sandy Rogers.
- The Hospitable Leader with Terry A. Smith.
- Delivering Innovative Service with Chip Bell.
- Creating a Culture of Hospitality with Cameron Mitchell.
- Sign up for our free video training series, 13 Days to Remarkable Leadership.
- Get your free copy of my inspiring e-book, 101 Ways to Unleash Your Potential.
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