• Maintaining the Loyalty of Vigilante Customers

• Balancing High-tech with High-Touch

• The Myths & Magic of Internet Marketing

• Reinventing Rotary for a New Generation

• Qualities & Attributes of Personal Leadership

• Customer Service Performance Evaluation

Previous Newsletters - for the last two years 

# 8: Sufficient staff
# 9: Uniformity in greetings
#10: The Power of a Smile
#11: Acknowledging your customer's presence
#12: Handshakes
#13: Look customers in the eye
#14: Using a persons name
#15: Correctly pronouncing a customer’s name
#16: Correct spelling of customer's names
#17: No jargon, techno-speak or legalese
#18: Good Manners
#19: Tea or coffee? 
#20: Does a coffee mug just hold coffee?
#21: Water. An opportunity to serve and save
#22: Correct height chairs for customers
#23: Current magazines in waiting room
#24: Pens, and other things, that work                             
#25: The Magic of Mirrors

#26: Fresh Flowers

#27: Toys and balloons for kids

#28: Free samples

#29: Business Cards

#30: Brochures

#31: Brochure Racks

#32: Staff Uniforms

#33: Good Grooming

#34: Shoes

#35: Name Badges

#36: Answering the Telephone

#37: Humans vs. Telephone Technology

#38: Music and ads on hold

#39: After hours telephone service

#40: Returning telephone calls

#41: Responding to emails

#42: Always leave your telephone number

#43: No external microphones

#44: Doing what you say you will do

#45: Cleanliness - daily dusting and vacuuming rituals

#46: Clean toilets and lunchrooms

#47: Safe premises and working environment

#48: Background music

#49: Appropriate wall hangings

#50: Ideal Temperatures

#51: Team rules of the game

#52: Keeping your people ‘in on things’

#53: Internal communications

#54: Staff newsletter

#55: Staff birthdays

#56: Mingle with the troops

#57: Remember people’s names

#58: No Executive Lunchrooms

#59: Spontaneous gestures

#60: Recognise employees

#61: Monthly Rituals

#62: Staff notice board

#63: Suggestion box

#64: Crazy days

#65: Spouse and family events

#66: Support a Charity

#67: Environmental conscience

#68: Regular training

#69: Team meetings

#70: Regular brainstorming sessions

#71: Customer focus groups

#72: Customer surveys

#73: Benchmarking

#74: Websites

#75: Internet ordering

#76: Simple forms and procedures

#77: Delivery options

#78: Payment options

#79: Keeping in touch

#80: Accurate database

#81: Monthly newsletter

#82: Thank you cards

#83: Birthday and festive seasons cards to clients

#84: Clean vehicles

#85: Courteous driving

#86: Sign-write company vehicles

#87: No lies

#88: Be on time

#89: Specific appointment times

#90: Short letters

#91: Warranties and guarantees

#92: High speed delivery

#93: Clean up afterwards

#94: Added value

#95: Umbrellas. Designed for more than just keeping the rain off

#96: Carrying customer’s purchases out to their vehicle

#97: Customer complaints procedure

#98: Never give a customer your problem

#99: Always on duty

#100: Testimonials and referrals

#101: Over promise, over deliver

#102: A Touchstones review

#103: Leadership – setting the service example

#104: Developing a Customer Service Charter

#105: Opening Hours

#106: Parking Spaces

#107: Weed the Gardens

#108: Your welcome doormat

#109: Use clear signage on doors