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The Power Behind Customer Service Metrics

The Power Behind Customer Service Metrics

by Paul Rutter | Customer Experience, Customer Service

“If you can’t measure it, you can’t improve it.” ~Peter Drucker Metrics are big, and they are here to stay. What are metrics, you may be asking? A metric is a standard for measuring or evaluating something or someone. Metrics are very big in...
It’s Customer Service Week! Let’s Celebrate!

It’s Customer Service Week! Let’s Celebrate!

by Paul Rutter | Customer Experience, Customer Service

National Customer Service Week this year is from October 1st through Oct 5th. During this time, we celebrate all things having to do with customer service. Did you know there is an annual Customer Service Week? Probably not. It started in 1992 when the U.S. Congress...
5 Companies That Do Customer Service Right

5 Companies That Do Customer Service Right

by Paul Rutter | Customer Experience, Customer Service

Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. ~ W. Edwards Deming There are many, many companies that do a fantastic job with customer service, and you have probably dealt with...
The Most Important Word in Customer Service (Other Than Attitude!)

The Most Important Word in Customer Service (Other Than Attitude!)

by Paul Rutter | Customer Experience, Customer Service

“In a world where you can be anything, be kind.” ~Unknown You may think customer service is all about solving problems, but that would be a mistake. Solving problems is only part of the equation. The primary goal of customer service is to create a positive experience...
The Art of Customer-Focused Leadership and How To Bring It Back

The Art of Customer-Focused Leadership and How To Bring It Back

by Paul Rutter | Company Culture, Customer Experience

“When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: If the customer were here, what would she say?” ~ Dharmesh Shah, CTO of Hubspot You may have heard the term “Customer-Focused Leadership” and wondered what it was...
How Greyhound Lost Me As A Customer

How Greyhound Lost Me As A Customer

by Paul Rutter | Customer Experience, Customer Service

Most people in the United States have heard of Greyhound Bus Company where their motto is: “Go Greyhound and leave the driving to us.” It’s a bus company that provides transportation services throughout the U.S. and Canada, owned by the British company FirstGroup plc....
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Recent Posts

  • Hospitality Customer Service Secrets Everyone Can Use
  • Banking the Currency of Trust with Customer Care
  • The Power Behind Customer Service Metrics
  • It’s Customer Service Week! Let’s Celebrate!
  • 5 Companies That Do Customer Service Right
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Your ability to inspire, validate and encourage your audiences to greatness is second to none. Your wealth of knowledge on individual development for corporate excellence is needed in our highly competitive and global economy.

- Gloria Starr, Developer and CEO Global Success Strategies, Inc

I was extremely pleased with the results and thought Paul did an exceptional job of coaching and inspiring our team members…

- Bonnie Vengalis, President SeaBeyond, Inc

Paul’s vast experience in the areas of Communication, Customer Service and Leadership have been invaluable to me, my learning curve and my company. His unique approach to problem solving, coupled with a great sense of humor and exceptionally high standards are what’s needed in today’s busy corporate world.

- Marguerite Scott, President Marguerite Scott Entertainment

Paul was one of the facilitators for our Board of Directors weekend retreat. From the moment we asked him to participate, Paul was eager and enthusiastic, suggesting great ideas that would add to the overall experience for our very important clients. His speaking skills are first class, as are his work ethic and professionalism…

- Lisa Scott-Founds, President and CEO Winterfest Boat Parade

Paul is an excellent communicator and his workshop brought us back to the basics of superior customer service.

- Colleen Taylor, VP of Operations AAJ Technologies

Speaking on the topic of “Communications for the Business World,” Paul Rutter utilizes years of business experience to drive home key points. He connects easily with the audience, making lessons fun and engaging. The session was content rich and left us wanting more!

- Jade Chen, Office of Development H. Wayne Huizenga School of Business & Entrepreneurship Nova Southeastern University

It is with great pleasure and enthusiasm that I recommend Paul Rutter. In his role Paul has enabled our company to increase profits, decrease expenses and train a new generation of leaders over the past twenty plus years.

- Charly McDonald, Associate Vice President Royal Caribbean International

I thought your remarks were extremely helpful, and it was clear to me that your executive presence commands the attention and respect of everyone in the room. I look forward to seeing and hearing more from you in the future…

- John Ryan, Vice President World Service Technologies – American Express Servicing Portal