Consulting Kudos
$14,000 annual savings
"The really interesting thing about this [the cost of customer attrition] is that I’d never have felt the $14,000 [expense in replacing lost customers] because it comes in nicks and scrapes rather than a lump sum like the bill from an advertising campaign. Why are we more open to writing these big checks rather than protecting our bank accounts? Thanks so much for your help."
– C. Page, The Maids, Boston, MA
"Brilliant at her craft"
“I am nearing the end of building my website from scratch over this winter. In partnership with my web designer Kim has brought the brains, ingenuity and clarity to the process. I think that Kim is one of the best all around professionals I have ever met. Kim is able to truly understand how to promote customer satisfaction through the web. She pushed me to clarify what I was trying to say and also she thought through how to lead the prospective client through the site. I believe that my website is so intuitive now that it will be a magnet for new business for me and will remind current clients why they have hired us. I invite you to look at my site and see what I mean. Kim Proctor is brilliant at her craft.”
– C. Dustman, Christie Dustman & Company, Boston, MA
Going beyond lip service on customer service
"We had paid lip service to the ideal of customer service for years, by hiring clean, presentable and personable employees, supplying them with uniforms and holding them to high standards, etc. But until we began working with Kim, we did not have a formal strategy or protocol that allowed us to 'train' customer service, to quantify it, to truly deliver it. The beauty of the system she is helping us build is that it is ultimately more a personal reflection on the employees and their investment in and dedication to their work. How wonderful to receive customer evaluations that include the words 'love' and 'Catchlight'!"
– N. Costolloe, Catchlight, Inc., Brookline, MA
Hard-working professional driven by results
"Kim is a creative, strategic and hard-working professional driven by results. She is a team player and, by example, lifts an entire team to take on big projects. She is fearless and always strives for the highest quality as well as the highest goals attainable. Kim is not only a super addition to a team, she is always a catalyst, bringing out the best in a project and team.”
– C. Raymond, CSPS, Santa Fe, NM
High customer retention rate
"Kim is a visionary, a bright, talented and responsive business professional who delivers and exceeds all expectations. As a savvy and sensitive customer relations specialist, I hired Kim to review and critique the customer service aspects of my business. This included becoming a client, reviewing all written materials from client information packets to the copy on my website and delivery of training services. Kim is meticulous, detail oriented and perceptive. Thanks to her I have a high customer retention rate. Any business small or large can benefit from Kim’s exceptional services."
– B. Erlichman, BE Training & Fitness, Brookline, MA
Speaking Engagement Kudos
Helps keep our best clients
"Kim’s well-prepared, thoughtful and attentive approach to teaching customer retention methods gave me and our staff the training we need to keep and expand both our client base and outsider referral sources. Kim showed the value of systematic marketing as part of a business-building plan and explained her methodology by engaging us in a meaningful discussion on how to keep our best clients. As a law firm, word-of-mouth advertising is our best source of business. Kim showed us how to make each one of our clients into referral generators."
– M. Clerc, Clerc & Associates, PC.
Great ideas to help our business
"You are unbelievable, Kim. I had meant to drop you an email yesterday letting you know how much we all appreciated your input, ideas and observations at our meeting. I think you really hit the nail on the head in several areas, from differentiation, to delivering the service in the way that works best for the customer. And here you are AGAIN already with another great idea to improve our customer service. Thank you! You have a real passion for customer service and I think your business niche is excellent. We all talked about your observations and commented that they were terrific."
– Kathyn Soderberg, Soderberg Insurance, MA.
"Well suited to business owners"
"Your talk about the Five Mistakes Fatal to Customer Loyalty was wonderful! The presentation was clear and accessible, and the content was well suited to business owners. I especially liked the mistake of treating all customers the same; I know of many business owners that make this mistake without understanding its consequences. Thank you. If I can be of assistance to you please do not hesitate a moment to ask!"
– D. Askanase, Entrepreneurial Programs Director, Salem Harbor CDC, Salem, MA
