Ian Grace

A frustrated customer, an unresolved problem, and a promise that could have cost thousands. This real-life customer service story shows how thinking differently about complaints and customer care can turn a difficult situation into a powerful long-term business advantage.

This piece highlights how top-performing Realtor Jim Reitzel built a referral-based business by consistently doing thoughtful things that made customers feel genuinely valued. It’s a powerful reminder that long-term success comes from creating loyalty, relationships and memorable customer experiences that others simply don’t offer.

Remember that word and you will always remember what effective advertising is all about, not just a week or two after you have read this article, but for the next 10/20/30 years or more. It’s the most effective way I know, to help you to understand, always, the formula for effective advertising.

"Always treat others the way you'd like to be treated" - sounds great, been around for years, grew up with it. YES?

NO!!!

We reward pets and children for doing good things - so why not our customers?

When you see "simple" ideas like SMILE or CLEAN, don't overlook them as being too simple and pass them by, looking for those great once-in-a-lifetime "clever" ideas.

This process totally involves all staff and management, gives them ownership of the ideas and virtually guarantees the support of all.