You’re in a hurry. You want to complete your
business and the person serving you is preoccupied with something other than
serving you. Then when you are served, you might get an insincere apology for
the delay followed by the completion of your transaction. If asked to describe
this experience you would likely respond "That’s typical" or
"It’s nothing more and probably a little less than I expected."

Has
this ever happened to you?

In this article Ray Miller, the author of the book "That’s Customer
Focus and The Customer Focus Companion", reveals the benefits of customer focus and the link with customer loyalty and profitability.

Read the full article here
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