CONSULTING ARTICLES

You’ve built your business with meticulous planning—budgets, marketing, a stellar website, and a robust online presence—but what happens when customers arrive? At a Hawaiian restaurant, I watched a strong web effort unravel due to untrained staff: no eye contact, no smiles, and fumbled orders left customers frustrated. Despite a solid foundation, poor customer service threatened repeat business. Inspired by The Secret Service Summit, I’ve learned that intentional systems—not chance—ensure consistent, exceptional experiences. Invest in training or resources to keep customers returning; it’s far costlier to chase new ones than to retain the ones you’ve got!