In this episode I am joined by Paul Rutter to talk about delighting and surprising your customers to deliver a remarkable experience. We draw on his experiences from his latest book " You can't make this ship up"

You'll Learn:

1. Why going above and beyond is the success of repeat business.
2. How to delight your customers at every step of the journey.
3. What sea based businesses can teach land based business 

About Paul:

After spending over 25 years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Through teaching his audience to stop viewing perfect as an end goal, and instead see it as a starting line, Paul encourages companies to stop settling for delivering merely “perfect” service.

Over the past three decades, as a Senior Executive, Paul has managed and guided some of the largest and most luxurious cruise ships in the world, taking him to speak on stages all over the globe where living with his customers, clients and co-workers was a way of life. His time on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher levels of customer satisfaction, retention, loyalty, and repeat business can be experienced.

Paul is author of "Repeat Business, Inc: The Business of Staying in Business", an Advanced Communicator in Toastmasters International, and a member of the National Speakers Association.

Paul has a Bachelor of Science in Education from Boston University, and spent years as an educator before joining the hospitality industry. His time in the classroom gave him the skills to command a room and conduct productive and efficient workshops.

His latest Book:

"You can't make this ship up"

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