Repeat Business & Customer Loyalty

Have never been more important than it is today.

Repeat Business Inc: The Business of Staying in Business

Repeat Business and Customer Loyalty have never been more important than it is today.

  • Consumers can buy your goods and services with the click of a button
  • They visit your store, website or venue expecting a satisfying, accommodating personal experience for the privilege
  • Customer encounters easily shared on social media can instantly transform buyers and guests into great ambassadors for your brand or your most damning detractors

No business can afford a customer who feels you do not care about them.

In his new book, Repeat Business Inc: The Business of Staying in Business, Paul Rutter offers practical advice to enable companies to rise to the challenges of today’s service-driven economy. Grounded in decades of experience training travel and hospitality professionals to anticipate and exceed expectations, Paul explains exactly how to deliver More Than Perfect® customer encounters every day, every time.

Full of easy-to-implement action steps, Repeat Business Inc: The Business of Staying in Business helps teams to connect meaningfully with customers and build loyalty that will result in lifelong repeat business and referrals.

In Repeat Business Inc: The Business of Staying in Business, business owners, managers and supervisors learn 50 tips and strategies to:

  • Increase your bottom-line delivering great customer service, and why it is essential
  • Understand what your customers really want
  • Arm employees to provide customer service that exceeds expectations
  • Nurture leadership and teams who excel at More Than Perfect® service

Turn every customer encounter into repeat business by forging meaningful connections. Buy Repeat Business Inc: The Business of Staying in Business today.

Praise for Repeat Business, Inc.

If you can glean three useful insights from a how to do business book you’re doing well. Paul Rutter provides 50 concise lessons all of which are applicable to attracting and retaining customers in virtually any business, supported by anecdotes from Paul’s up close and personal career with employees and customers.



Adam Goldstein, Vice Chairman, Royal Caribbean Cruises, Ltd.

Paul Rutter shares many lessons learned on his professional journey sailing the seas. They can help any business or organization with improving their service and generating repeat business as they navigate their waters. It’s an excellent, reader-friendly book that’s well worth the time for anyone involved in private, public, and nonprofit organizations.


The book is a handy resource for high school and college students as well as HR professionals, trainers, supervisors, managers, executives, and board members, who want to elevate their customer service and increase customer satisfaction.


Amazon Reviewer

I have had the privilege of seeing author Paul Rutter in action and he is a walking-talking role model of the principles he shares in this fascinating book. His point? Your success – regardless of what industry you’re in – is directly proportionate to your ability to turn every customer into a repeat customer. He shares specific steps you and your employees and co-workers can take to THRILL customers so they can’t wait to come back and so they become word-of-mouth ambassadors who eagerly and voluntarily recommend you to everyone they know. Highly recommended.


Sam Horn, Founder and CEO at The Intrigue Agency

This should be considered the “Bible” for all businesses. I have utilized Paul Rutter’s ” Repeat Business” tenants in all three of my businesses over a forty-seven year period. THEY WORK! Buy the book, read a few chapters (each very short; easy to read) each day, and think about what he says. Openly discuss the section at the end of each chapter with your managers and employees, and watch your company move ahead of your competition if you follow the thoughts Paul expresses. It is not magic, it is common sense put into a well written book. He merely confirms that which I have thought to be correct in a successful business plan.


Amazon Reviewer

Whether you are a small business owner, a big business owner, an online business owner or whether you work for an MLM Company this book is a MUST read! Paul Rutter is a brilliant man and shares some great knowledge. I highly recommend this book to anyone and everyone whether you are a new business owner or if you are a “pro” by now. We all have room for improvement and this book shares some great tips on how to do so!


Michael E. Newton

I found the book extremely informative in both customer and employee relations. I wish more companies would follow your advice and guidance. Thanks for an excellent book!


Marty Yaeger

I built three highly successful companies based on the tenants Paul talks about in his book. After each chapter I found myself saying, ‘Yup, he is right on. This book is recommended for any company that wants to increase customer loyalty and repeat business.


Elliott Kool, Founding Managing Partner, Action Controls



About Paul Rutter

After spending over 30 years in the hospitality industry, Paul Rutter has discovered how to go beyond a “perfect” customer experience. Originally from Fort Lauderdale, Florida, Paul has a Bachelor of Science in Education from Boston University, and spent years as an educator before joining the hospitality industry. His time in the classroom gave him the skills to command a room and conduct productive and efficient workshops.

Over the past three decades, as a Senior Executive, Paul has managed and guided some of the largest and most luxurious cruise ships in the world, taking him to speak on stages all over the globe where living with his customers, clients and co-workers was a way of life. His time on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher levels of customer satisfaction, retention, loyalty, and repeat business can be experienced. Through teaching his audience to stop viewing perfect as an end goal, and instead see it as a starting line, Paul encourages companies to stop settling for delivering merely “perfect” service.

Smooth Sailing Communication has been Paul Rutter’s passion and mission for the last decade. He is now taking his years of customer service expertise in hospitality, his travels on the high seas, and his work with organizations to implement his signature program More Than Perfect™ Customer Service. Along with his business, Paul delivers keynote presentations and acts as an event emcee for various company events.

Paul is author of Repeat Business Inc: The Business of Staying in Business and Advanced Communicator in Toastmasters International, and a member of the National Speakers Association.