I’m a 30-year veteran of having delighted customers and passionate employees, and the owner of Rowley & Associates.
First off, I love small companies, they have been, and will always be my favorite to work with.
But I haven’t always been here. I ran the rat race and had the normal opportunities most of us get that don’t really lead anywhere.
Then something changed when I started working for a company that was doing about 20M in annual sales. While still running the same rat race, I noticed that our customer reviews were horrible. We had a score of -13 which means that our customers had a negative opinion of us. I began wondering what would happen to our revenue if we could simply address the problems our customers are facing? I approached the leadership of the company and asked if I could lead a customer survey on their experience with us. I got the green light.
I was so excited and got to work immediately, I developed the survey, sent it out, aggregated the data, created plans of actions based on the data, and then presented all of my findings along with suggested actionable items to improve our customers' experience. The heads of the company took a risk on me, believing that these changes would increase our retention and revenue, and we started making changes.
While the story I told was an amazing success, it wasn’t until after I left the company that it hit me: this change was only possible because the company could afford the high price tag.
And if this is the case, how could the smaller companies that I want to help, ever dream of knowing the changes they need to make in order to best serve their customers?
I needed to figure out how to provide the same, amazing service at a fraction of the cost. And you know what, that’s what I did.
I began working with multiple companies that varied in size, from 5-75 employees. And with heads down, they all began to grow without breaking the bank.
With all the experience of building these big-box surveys while also helping growing companies, I discovered how to replicate the process, tasks, and success that Big-Box companies enjoy for only a fraction of the cost! Instead of spending $100,000-$300,000, you could instead experience the same benefits for only $1,000-$3,000.
Throughout my career, I have been helping companies delight their customers and create passionate, engaged employees – driving business success. Because of my experience, I am able to provide small companies with this invaluable data at a price they can afford. I’ve been able to help many companies grow through customer retention and I know that I can help you too!
"We provide world-class experiences to everyone. Nothing less. Ever."— David Rowley