– Episode 1012 – It Is NOT 2019…

Roxanne Rockvam

Thursday Blog Topic: Infinity Customer –

Quote: “If your path demands you to walk through hell, walk as if you own the place.”


What is customer service?

I’ve got a newsflash… anyone that provides the basic level of customer care will instantly receive rock star status.

How do I know this?

In the last week I’ve seen three things that people have posted online and also my own encounters with problem solving issues.

I read a post online which someone was venting that they could not get anyone to pay attention to them as they wanted to purchase a boat.

I took my dog to the vet and the inside store was closed, I had to wait in my car, while my dog went alone to get his ear checked.

A man told me on the phone that he wanted to talk to a human to rent a boat… I said, I’m a human…

People NEED people, right now.

The business of business is doing business, but you’ve got to put a human element back into it.

It’s VERY VERY hard to keep going right now.  I’ll talk about what we are doing at the marina.  We are moving forward with COVID processes, but it’s not fun.  Customers get ANGRY when they hit a road block.  Most notably…. Our rentals. 

We simply can’t have 150 people on our shore and call it responsible social distancing.  We need to cut our fleet because it’s impossible to rent more.  As a result our rates have gone up.

I’ve actually said, “It’s not 2019 anymore”

Many times I’ve seen jokes or memes about wishing 2020 were done.  But what happens then?

This is not going to stop.  And it doesn’t matter what side of the mask issue you’re on… things have changed, and I believe we have entered a grieving period with our customers.

They are longing for the times of normal business but fight against the policies of the new.

The real interesting thing will be as we approach fall… IF football starts up, will you be able to go to a stadium?  Can you sit next to each other?

How does this affect business?  Because people like to be around other people AND they like to do business with people

We are trying our best to make the marina as “normal” as possible – but we have different procedures…but you’ve got to go out of your way to make things as human as possible.

I did NOT like sitting in my car waiting for my dog… poor guy.  Who knows, maybe he didn’t even know I was missing.  But I knew I was.

Gosh, even if I could have video chatted it would have made me feel better. 

Today, I took a customer over to see a boat he’s interested in buying… now I’m doing the 6’ step back but I’m staying and talking to people.  It’s important.

This doesn’t always happen, cause there sure are some meanies out there…

But for the most part help your customers get over the sadness and you’ll build trust and ultimately strengthen your tribe’s bond with you.




Tomorrow… come back for my episode on “Big Cash Small Change”!

PS:  Like my vibe? I want you to join my tribe!
Free Gift:  Here’s a FREE guide to show MY results from using Infinity! 


Tribeology: Learn It. Do It. Profit.  Decide who you want to work with, attract them, and sell them things they want to buy!  It really is that simple.



Monday – Character (Subject Matter Expert)
Tuesday – Content & Consistency
Wednesday – Midweek Motivation
Thursday – Infinity Customers
Friday – Big Money
Saturday – Try This!
Sunday – Week in Review

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