Your loyal, happy customers are your best source of new customers. Best Selling Author Robert G. Allen said, "If you'll treat your customer like a star, you'll never have to spend another dime in advertising." He could not be more right. So, how do you treat your customers as stars?

Mark Victor Hansen, who is the co-creator of the Chicken Soup for the Soul series of books, which by the way has sold more than 100 million books and is the most successful book series in history, tells the story of a dentist who discovered how to treat his patients/customers as stars. Australian dentist Dr. Patti Lund is the highest paid dentist in the world. But, not so long ago, it wasn't that way. Patti was very, very depressed. He was working like a dog, he had 4,000 patients and life wasn't much fun. In fact, he didn't even like a good deal of his patients. They got on his nerves.

Patti took some time off and began reflecting on his life and his practice. He decided that life was too short to be living it this way. He decided that he wasn't going to except any patient that came in the door. He knew he needed to like and respect his customers and they needed to like and respect him.

When Patti got back to work, he changed how business was done. First of all, he was going to treat his patients as friends. He began calling them by their first names and they began calling him Patti. No more this Dr. Lund stuff.

He hired a Director of Wonderful whose entire job was to greet customers as they entered the practice and to make sure they had a wonderful experience. Four times a day, fresh, hot cinnamon roles would be rolled out for the patients who were waiting. If they liked them, they could even take them home. A $7,000 Cappuccino machine sat ready and willing to refresh anyone with a warm, relaxing drink. Once a month, Patti hosted a party where all his customers (friends) could get together and network with each other. Business as usual? Oh no, business changed dramatically.

Patti loves his customers and they love him too. He asks each of his patients to bring him three new patients a year who would love the same experience that they have at the dentist. Do you think his patients have a problem doing this for Patti? No, they want to help. In fact, they love him so much, you couldn't tape their mouths shut. Patti now has a waiting list to get into his practice. Oh, and by the way, Patti only works 22 hours a week. You see, he owns the business. The business doesn't own him.

You can have the same type of business as Patti Lund. How can you treat your customers as stars? It doesn't have to be cinnamon roles, a cappuccino machine, or a Director of Wonderful. That works for Patti. That may not work for you. What do you want? And more importantly, what does your customers want? Your best source of new customers comes from your happy, loyal customers.

In his Success Mastery Academy, Brian Tracy teaches a four step model for creating a "Golden Chain" of referrals. A Golden Chain is one where one referral leads to another referral, and another, and another, and another, etc...

1. Ask your customer if they know two or three people who they think would benefit and be interested in your services.

When you ask them for two or three they undoubtedly will choose two. That is why you ask for two or three. If you ask for one or two, they most likely will give you only one. Well, you might be thinking, "Then why don't I ask for just three, or how about four?" The reason why is that it is very intimidating. Two or three puts them more at ease.

2. Ask your customer if they would happen to have their telephone number. Most people will refer you to someone they like, and most likely they will have their telephone number handy.

3. Ask your customer which of these referrals they would suggest you contact first. (They will pick one)

4. Ask your customer, if they would call him/her and let them know that you will be in touch with them.

That is a four step process and it might make you a little uncomfortable for a while, but it can double your business in a very short time.

After you have contacted the person you were referred to, call back the person who gave you the referral. Thank them for the referral. Send them flowers, give them a gift, do something nice for them. Show them how much you appreciate them and for giving you the referral. Also, say to them, "If you know anyone else who would be interested, then I would love to talk with them too."

A "Golden Chain" of referrals. It takes a little discipline and a lot of courage but it will change business as usual. Give it a try. What do you have to lose?

Mark Bowser is one of the nations leading corporate trainers and speakers. Organizations such as Southwest Airlines, Ford Motor Company, FedEx Logistics, the United States Air Force, Princeton University, and many others have been impacted positively through his training. For information on how you can bring Mark Bowser to your organization then send an email to info@MarkBowser.com. For more information on how to bring a Mark Bowser seminar to your organization or to join his free newsletter The Empower Newsletter then go to www.MarkBowser.com



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If you find it difficult to make decisions, or you worry that your decisions are not good decisions, or you lack the confidence to make decisions in a timely manner... you're not alone! Many people express their concerns about their decision-making abilities. But if you ask them, "What's your routine for making decisions?" they often will tell you they don't have one. Truthfully they do, but they don't recognize it, or they don't like it. Their decisions are based on SOMETHING, and if they stop and think about it they'll discover what it is. However, it's much better to purposefully and thoughtfully develop your decision-making system, and then follow it whenever you need to make decisions.

If you ask Zig Ziglar how he makes decisions, he'll tell you that he follows some basic rules. Here they are, in his own words:

1. If I'm really tired, I don't make significant decisions (except in emergencies).

2. If someone is pressing me to decide something "right now," unless an immediate decision is critical, I say, "If I have to decide now, the answer is no. After I have had a chance to catch my breath and review the facts, there's the possibility it could be yes." Then I put the ball back in his or her court and ask, "Do you want my decision now, or should we wait?" 3. I like to determine the maximum benefit of a decision, assuming that everything goes my way. Then I ask, "Suppose nothing goes my way? Suppose this doesn't develop and materialize as I expect it to? What is my maximum exposure? What would I lose?"

4. For significant business-related decisions, I run them past my advisors. These people are successful in their businesses and professions and have a considerable amount of knowledge, experience, and wisdom, all of which are musts in the decision-making process. I get their advice and follow their recommendations, with good results in most cases. If the decision is too minor to involve my advisors but I still want input, I get my family together to look at the pros and cons.

5. I like to pray about my decisions. I ask God to help me see the truth of my motives and to lead me in the way I should go. If I'm about to make an unwise decision, I simply don't have peace about that decision, and I consequently act on that feeling of unease. I ask myself, "How will this decision affect all the areas of my life--personal, family, career, financial, physical, mental and spiritual?" Obviously, not all decisions affect all areas, but if the decision involves a financial reward but also carries considerable family sacrifice, for example, I think carefully as to whether what I give up is compensated for by what I gain.

One final note: Prioritize your decisions. Some are more urgent than others!
. . . Zig's decision making process can be found in his best-selling book, Success For Dummies, available in bookstores or online at www.ziglar.com in the Retail Store. Zig Ziglar is a well-loved motivational speaker and author. You can find more pearls of wisdom from Zig on his weekly newsletter. To find out more about Zig's books and CDs and to subscribe to the free newsletter go to his website, www.zigziglar.com.

Have you read POWER NUGGETS by Mark Bowser?



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Many times, we look at high achievers and assume they had a string of lucky breaks or made it without much effort. Usually, the opposite is true, and the so-called superstar had an incredibly rough time before he or she attained any lasting success.

It may motivate you more toward your own goals to know that some of the most famous and well-known people in modern times had to overcome as difficult obstacles as anyone before they finally reached the top. It takes persistence and total commitment to your goals, but it's possible!

You may not know the background of a certain laundry worker who earned sixty dollars a week at his job but had the burning desire to be a writer. His wife worked nights, and he spent nights and weekends typing manuscripts to send to publishers and agents. Each one was rejected with a form letter that gave him no assurance that his manuscripts had even been read. I've received a few of those special valentines myself through the years, and I can tell you first hand that they're not the greatest self-esteem builders.

But finally, a warm, more personal rejection letter came in the mail to the laundry worker, stating that although his work was not good enough at this point to warrant publishing, he had promise as a writer and he should keep trying.

He forwarded two more manuscripts to the same friendly-yet-rejecting publisher over the next eighteen months, and as before, he struck out with both of them too. Finances got so tight for the young couple that they had to disconnect their telephone to pay for medicine for their baby.

Feeling totally discouraged, he threw his latest manuscript into the garbage. His wife, totally committed to his life goals and believing in his talent, took the manuscript out of the trash and sent it back to Doubleday, the publisher who had sent the friendly rejections. The book, titled Carrie, sold over five million copies, and as a movie, became one of the top-grossing films in 1976. The laundry worker, of course, was Stephen King.

The main message - believe in your ability to turn obstacles into opportunities. Too often people try to storm their obstacles as if they're forts that need to be taken. It's better to step back and ask yourself: "Did I cause this obstacle by my own actions or lack of them? Did someone else cause this obstacle? Is this obstacle one that grew out of the natural progression of circumstances?"

This last question may seem complex, but it holds a secret to the way you can set and reach your goals and achieve your destiny!

-- Denis Waitley

Reproduced with permission from the Denis Waitley Ezine. To subscribe to Denis Waitley's Ezine, go to www.deniswaitley.com or send an email with Join in the subject to subscribe@deniswaitley.com Copyright 2006 Denis Waitley International. All rights reserved worldwide.



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"Give, and it will be given to you. A good measure, pressed down, shaken together, and running over, will be poured into your lap. For with the measure you use, it will be measured to you."
~ Jesus Christ (Luke 6:38 NIV)

"Do not let what you cannot do interfere with what you can do."
~ Legendary Basketball Coach John Wooden

"Boldness of faith conquers all defeat."
~ Mark Bowser

"Real leaders are ordinary people with extraordinary determination."
~ Author Unknown

"The harder you work the luckier you get."
~ Golf Legend Gary Player

"Great minds must be ready not only to take opportunities, but to make them."
~ Colton

"The man who goes farthest is generally the one who is willing to do and dare. The sure-thing boat never gets far from shore."
~ Dale Carnegie

"The quality of a person's life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor."
~ Vincent T. Lombardi

"Man must learn to crawl before he can walk and one must walk before he can run."
~ Mark Bowser

"There is always room at the top."
~ Daniel Webster

"The difference between ordinary and extraordinary is that little extra."
~ Author Unknown

"There are always possibilities."
~ Science Fiction Character Mr. Spock

"In the beginning of time, God created the earth and along with it man and woman, and He bestowed greatness with each one, a greatness unique to each individual which, if developed, will shape the world to righteousness."
~ Mark Bowser