It's one thing to attract customers, but it's quite another matter to retain them. Don't spend money on advertising only to make customers mad by not meeting their expectations. This program is unique to other marketing courses in that it addresses customer retention issues as well as basic marketing principles and tactics. In this seminar, you'll:

• Learn 10 reasons companies provide poor service, and 7 ways to provide excellent service.
• Identify ways of tapping into the "voice of the customer."
• Identify principles for providing service on your customers' terms while sustaining profits.
• Identify your unique selling points and unique market position.
• Learn several PR and media-based advertising tactics.

Mark Hambaum 8 credits, 12 credits; 4-hour course, 6-hour course Specialty:

At 211-degrees water is hot, at 212-degrees it boils, and with boiling water comes steam, which can power a locomotive. The ONE EXTRA DEGREE makes all the difference. Raising the temperature that One Extra Degree requires keeping the heat applied. In the same way success in business requires keeping the heat applied.

Great approaches to achieving results have been written and taught; unfortunately action on the part of the student is the missing ingredient. This course has two simple goals: First, identify the "things" that when applied consistently produce results. Second, create an action plan for getting it done and raising the temperature ONE EXTRA DEGREE.

Mark Hambaum 4 credits; 2-hour course Specialty:

This one-day course covers the six main skill sets every service advisor needs to convert phone inquires into jobs in the shop; sell customers their full buying potential; and turn objections into sales. These skill sets include listening and phone skills for handling upset customers, selling skills, repair order and estimate writing skills and scheduling skills.

Mark Hambaum 12 credits; 6-hour course, 8-hour course Specialty: