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Strata Tip #78: Operating – The true cost of repeat business

Don’t think that just because a customer returns they love you, the service they receive, or your complex.  It can sometimes be because they have to stay with you (for example, based on company policy) or you have the lowest tariffs.  Take the time to understand why your repeat visitors keep coming.  Once you know, you can then take steps to either retain them if they are worth retaining or instead attract the repeat customers you actually want.