Dear PPA Member,
I have a confession to make: I'm addicted to a fast food restaurant here in Atlanta (that happens to have a location an elevator ride away from the office). Did you notice that I said I'm addicted to the restaurant, not the food? While the meals are tasty, there's more to it. It's the overall experience that keeps me coming back.
The products are delicious. But on top of that, the restaurant's staff is always helpful, friendly, and personal. They remember that I like less ice in my soda and extra napkins. They "know who they are" and they're good at what they do. Sounds simple, but I recognize that it's tough to be consistent--and they are consistently good. I'm a repeat customer, and they know they have my business.
If you want your customers to come back for more, then make sure you give them a reason the first time--and never let them forget. This week's Vital Signs will hopefully spark some ideas for you and your studio.
Cheers!
Christel Aprigliano
Director of Member Value & Experience
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