R-E-S-P-E-C-T Your Customers

Aretha Franklin belts out her over-the-top hit song from the mid-sixties and it is hard to keep from getting up and dancing.  Many of us danced miles to her song and know most of the lyrics!  There is one crucial line in her song we sometimes take for granted…”r-e-s-p-e-c-t, find out what it means to me!”

Becky Carroll has a brand new book out entitled, The Hidden Power of Your Customers.  There are a lot of tips, tools and techniques in her new book—some new, some an important refresher.  But, the real theme of her book is the importance of showing your customers great respect…after “finding out what it means to them!”  Her book is laced with stories that poignantly and unforgettably make this point.  It is also the theme of her popular blog site, www.customersrock.net.  My favorite story in her book is a Nordstrom story…no, not the tires again!


Becky was shopping at Nordstrom for a new pair of shoes while her two sons went looking for a tie for a special occasion in another part of the store.  When Becky came to check on them she found one of the store employees patiently giving her two boys a lesson in how to tie them.  Then, she went in the back and found them a sheet of instructions describing each step…”just in case you forget how.”


That is R-E-S-P-E-C-T at its finest! How can you show your customers great respect!  And, how can you stay up-to-the-minute on what it means to them!

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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One Response to R-E-S-P-E-C-T Your Customers

  1. Thank you very much for all of your kind words about my book. I think you summed it up beautifully – treat them with respect after you “find out what it means to them”! And glad you liked the Nordstrom Rack story. I love that the sales associate was willing to R-E-S-P-E-C-T my two teens as people. Amazingly, young people don’t always get that treatment, and it had a huge impact on them, as you might imagine.

    Thanks again, Chip and John. You guys ROCK!

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