Marketing or Customer Service: Where’s the Best Place to Put your Dollars?

Here’s a risky, progressive idea: Take the money you would spend on marketing, and spend it on extraordinary customer service. Works for Lawrence Construction, a Bay Area remodeler, and Zappos, a leading online retailer.

It’s true that very few companies are willing to risk letting go of traditional models, no matter how badly they’re performing, but I think the only reason is the lack of information regarding any other viable option. There are always options.

(Next post: Southwest lean engineered their customer service and look what happened.)

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My mission is to demonstrate that a business embracing practices of kindness, respect and empowerment will be very, very successful and profitable.  

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Working with hundreds of companies in over 8,000 meetings for 25 years has shown me if you take the right actions, you will get the best results. The GNA program helps you break free from the exhausting effort to run your business. We offer a step-by-step program helping you to thrive and build the business you always wanted. 

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