Inspirational Infusion

#83 — February 1, 2016

I’ve never met a business owner who said:
“We need you! Our service is terrible!”

— Deborah Darlington

Greetings, Inspired Travelers:

In the eight years I have been in business, I don’t think I have ever used my own words as a quotation to begin a newsletter. But, one recent day, in the middle of a presentation, the above thought revealed itself. Rarely do people recognize the lack of attention to service and the honest reactions from their customers. I believe that one of the reasons for this is that we tend to think of “customer service.” I work with clients to help them create “ridiculously wonderful customer experiences.” It’s not just about the language. It’s about everyone putting their heart into their service — a perfect image in this Valentine month!

When we consider our customers and their needs, we tend to think of what we offer and what we do. Instead, we need to think about what they receive. In other words — look at the experience of service from the receiving end. Why? Because it’s a bottom line game changer. If you don’t believe me — or don’t want to listen to your customers — consider these statistics from

80% of customers won’t buy from businesses with negative online reviews.

81% lost customers who say companies could have prevented the issue.

The annual cost of unhappy customers is $537 Billion.

And yet:

90% of businesses claim that customer service is their top priority.

We can’t ignore the feedback. Let’s make this February about more than chocolate hearts and sentimental prose. Let’s sweeten the deal for all that we serve and care for our customers as we care for all of our important relationships. If we don’t start creating ridiculously wonderful experiences for them, they will leave us. Plain and simple — just like a sincere Valentine’s wish!

Be Magnificent! Have an Inspirational Day!


InspirationInProgress would love to help you create ridiculously wonderful customer experiences for your internal and external customers. Start a conversation at 215 260 1611 or