After mystery shopping small businesses for over 24 months and keeping a journal of their activities, Marlene Green has several tips, insights and lessons to share with small business owners about things they and their employees may be doing to drive customers away and what they should continue doing to keep customers coming back...being loyal year in and year out. This presentation customized for your audience will spotlight daily activities and actions small business owners and their employees can embrace to WOW their customers and keep them coming back over time. A wise man once said that "a business is a collection of customers". Ms. Green will mystery shop some of your audience members just for fun prior to the presentation and point out some of the things they are doing right and some of the things they can improve on. This will be an entertaining and insightful presentation all from the perspective of a potential customer and will give your audience members much food for thought. Audience members will also receive resource information and a checklist that will help them to actually improve their customer's experience and increase customer loyalty so that those customers will keep coming back and refer others.