Reception Experience ...

First impression counts. Make the waiting area always attractive, with affable receptionist trained to absorb cutting remarks from difficult customers and keep them relax and happier than they came in. Customers expectations should be boldly posted around the area for customers to feel welcome and invite feedback where their experience fall short. Let them see quickly any promo they can take advantage of.

Politics in business - there is rarely a single solution for all ...

In general, keeping politics out of business is a "safe" road to travel, but this path may not be the best for all. Differentiation has long been a recognized way to stand out from the crowd, and for those seeking customers with a particular political belief, stating one's agreement with that belief can be a powerful commitment that attracts them - and fosters their loyalty. There are many businesses that prosper based on their appeal to a specific audience. There are music stores that specialize in jazz or blues; there are dealers selling only motorcycles; there are restaurants serving only Italian dishes. Whether it's politics or even religion, a business owner must weigh the pros and cons of taking a stand that might alienate some - but this article appears to dictate a single "rule" for all. This is simply not in concert with the reality that marketing must be totally adaptive to the marketplace.

W. Thompson
Thompson Group Marketing
Walnut Creek, CA ...

Desktop Based e-mail marketing ...

I will recommend using EmailCharger.com for all email marketing needs. Its the best desktop email marketing software I have used so far.

Guilty without a trial? Wrong.

Assuming that optimizing profits is more important to all business owners than their political beliefs... It's clearly a bad idea in diverse markets, or if the business owner is fighting the status quo.

In a moderately homogeneous market, political statements may differentiate your business in a good way. If you can create deeper positive personal associations for a significant portion of your market, strong positioning could spur net growth. Overt nationalism isn't well-regarded everywhere, but truck dealers sure love flags. Guilty?

Re "service" ...

My mother used to say, "There's nothing new under the sun." I'm sure she heard the phrase from someone in her past. How novel and how true: customer retention relates to good service. Thank you, Carol for reminding us.
Maizie Hale ...