1. Why No One Cares How Much Experience You Have and how focusing on it can hurt your reputation in the marketplace…

2. “There is only one profit centre in any business… the CUSTOMER” ~ Peter Drucker ~ “There is only one profit centre in any business… the CUSTOMER” ~ Peter Drucker ~

3. A 5% increase in customer retention can Increase Profits by 25 - 95%. Source: Bain & Co A 5% increase in customer retention can Increase Profits by 25 - 95%. Source: Bain & Co

4. Happy customers tell 4 others of their positive experience… UNHAPPY CUSTOMERS tell 12 how bad it was ! Source - Business e-coach Happy customers tell 4 others of their positive experience… UNHAPPY CUSTOMERS tell 12 how bad it was ! Source - Business e-coach

5. Social Media = 1,000 ’s !!!!

6. The Gift That Keeps On Giving..

7. What You Want..

8. Happy Travellers..

9. Raving Fans..

10. Repeat Business..

11. What They Want..

12. 1 Thing Only..

13. Get On Their Frequency..

14. WHY THAT’S IMPORTANT..

15. It’s not the experience you have to give that matters IT’S THE EXPERIENCE THEY GET that makes you.. that makes you.. STAND OUT FROM THE CROWD

16. Let’s Switch Gears..

17. The 5 Customer Commandments..

18. KNOW YOUR STUFF.. KNOW YOUR STUFF.. DON’T BOUNCE ME AROUND.. DON’T BOUNCE ME AROUND.. RESPECT ME.. RESPECT ME.. RESPECT MY TIME.. RESPECT MY TIME.. TREAT ME AS AN INDIVIDUAL.. TREAT ME AS AN INDIVIDUAL..

19. Get The Wheels Spinning..

20. KNOW When Do They Buy? LIKE TRUST BUY REPEAT REFER

21. Switch Your Thinking..

22. Let’s Switch Gears.. AGAIN!

23. Know Who You’re Dealing With..

24. Be Like Them..

25. Create The Right Environment..

26. Old Friends… FAST!

27. What I Learnt..

28. 85% Of Your Success Depends On This 1 Thing..

29. The Biggest BREAKTHROUGH..

30. It HAS to be ALL ABOUT THEM..

31. Thank God !!

32. Who Are They?

33. That’s What Gets You This!