Offering a customer review every year should not be negotiable. Your processes should not be dependent on any one person, letter, text, email or other technology. We must make a commitment to reaching 100% of our customers consistently every year, using every method available.
Not every customer will physically come in every year. However, if you only offer 50% of your customers to come in… you can only expect to have an authentic review with less than 30% of them.
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