“In spite of my efforts to try to make my customers feel like I care and that my organization is a wonderful place for children and their families, I still have parents who spread negative gossip or they just leave my child care program without giving any notice.”
Can you relate to this statement? This is one common feeling that child care leaders have shared with me about the topic of customer loyalty. The challenge is that, as a child care leader, you are dealing with many different perspectives of your child care program. You have your perspective, your staff’s perspective, the children’s perspective and the parent’s perspective. Everyone’s perspective is reality to them – and that’s why building customer loyalty can be a tough objective in your child care program.
Our guest, JoAnna Brandi, shares her perspective as a parent about a child care program her daughter was enrolled in many years ago. Is her perspective right? Maybe. Maybe not. But it’s hers and it’s important to understand what made her scared at times to pick up her child — especially on the days she was running late. JoAnna shares many fantastic strategies that you can implement immediately to help you build customer loyalty.
|image3|JoAnna Brandi is the Publisher of the Customer Care Coach® a weekly leadership training program for customer-focused culture change. She has been President of JoAnna Brandi & Company for the last 17 years. Prior to starting her own company she was the Director of Direct Marketing Services, a division of CMP Media in NY. She is author of three books, “Winning at Customer Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal, and Keep ‘em Coming Back”, “54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World”, and “Building Customer Loyalty — 21 Essential Elements in Action.”
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