Good Service Is Good Business

Recipient of the 1993/94 Australian Executive Woman of the Year award and the author of the best selling book, Good Service Is Good Business, Catherine DeVrye makes leading edge management theory come to life through practical, everyday examples.

Presented in an entertaining and educational format, you'll learn the 7 Simple Strategies for Success which you can immediately apply to your business:

Self esteem.... Service is not subservience. Turn "she'll be right mate" into "Get it right mate"

Exceed expectations...Promise good and deliver great. Good service can increase market share

Recover... Each complaint represents 24 others who don't tell you, so look at each one as an opportunity in disguise

Vision... It costs 5 times more to get a new customer than keep an existing one so do the right thing to have existing customers boomerang back

Improve... If your not getting better, you're getting worse so continually focus on little improvements

Care...Customers don't care how much you know until they know how much you care so make sure you're "user friendly" and it's easy for people to do business with you

Empower...Make everyone realise the important role they play on your
customer team so they feel more responsible and response-able.  Boost your bottom line without increasing cost.