In a time where customer retention is on a steep decline, it's imperative to serve your customers at the highest level.

Increased customer churn and lower sales conversions CAN be addressed by simply building customer loyalty and ensuring your existing customers are satisfied. BUT,  you can’t do that if you don't know what your customers want and what their priorities are.

Grab your free chapters from this new book from Jeanne Hurlbert, PhD and Randy MacLean, and learn how to know exactly what your customers want AND how to put Concierge Customer Service in place to give them what they want, so no competitor can wrest them away.


Take the First Step Toward Serving Your Customers Better Than Ever!

Or, Grab a Full Copy Below!

If you're ready to add this powerful book to your library today, click below to purchase your copy on Amazon!

Purchase Jeanne's Book on Amazon

Get the Concierge Customer Service Edge!

In this age of uncertainty, one thing remains certain: Things are as tough and confusing for your customers as they are for you!  Like you, they’re looking for an edge; a way to make things easier, to cut through the clutter to do their jobs and stay in business and maybe even eke out a profit.

That’s where YOUR opportunity lies: Learn how to give your best customers the edge they’re looking for and improve your profits in the process!


You'll find a much greater ability to draw from your competitors those customers who closely resemble your most profitable customers.

Increase  Market

Your ability to penetrate your market increases as the benefits of your Concierge Customer Service system become apparent to other customers.

Experience a Higher 
Rate of Retention!

The retention benefits of Concierge Customer Service will actually extend beyond your top-tier customers.

You Can't Serve Them Well If You Don't Know Them Well

In this time of great disruption and challenge, wholesale distributors can gain competitive advantage by doing one simple thing:  know their customers well so they can serve them well. It’s simple and basic, isn’t it? But it’s also startlingly effective—and the stark reality is that most of your competitors aren’t doing this, which is why capitalizing upon this opportunity proves so lucrative.

The acronym MORE encompasses a customer-centric mindset , not just among your customer service personnel but throughout your organization; taking ownership  of customers’ problems to ensure you provide solutions; ensuring referability  so you can reach deep into your target market to “clone” your best customers at virtually no cost; and differentiating your company in the marketplace by providing an extraordinary experience  to your customers.

When you take the three simple steps to becoming customer centric, you will boost customer retention, speed up conversion of prospects to customers, see continuous process improvement, and increase profitability.

This book teaches you the three simple steps to implementing Concierge Customer Service, which is the practice (or act) of giving your customers MORE than your competitors and often MORE than they expect. Get your copy today!

About the Authors

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Before launching Hurlbert Consulting Group, Dr. Jeanne Hurlbert served on the faculty of Louisiana State University for more than 25 years, where she taught hundreds of marketing and social science students how to ‘read people’s minds’ using surveys. She also directed the Louisiana Population Data Center Survey Research Lab.  She and her husband/colleague, Dr. John (Jack) Beggs, used survey research to study how individuals’ social networks affect such things as employment search and satisfaction, access to social support, and health-related issues.  This research was funded by agencies such as the National Science Foundation and has been published in top social science and health journals.

Jeanne has served on the editorial board of numerous social science journals, including Social Forces, and The Journal of Health and Social Behavior. She is co-founder, with Pam Hendrickson, of, which provides the 4 key steps to attracting quality leads, better customers, and more sales. Having spoken to thousands of business owners about how to have a “cash conversation” with their customers and prospects, Jeanne has frequently been featured or quoted in media such as The Wall Street Journal, The New York Times, The LA Times, USA Today, Oprah and Friends, SmartMoney SmallBiz,,,, US News and World Report, Radio-TV Interview Report, Health, Smart Money, Nature, The Christian Science Monitor, National Public Radio, The History Channel, ABC News Now, and Business Talk This Morning.

Jeanne grew up in Sunbury, NC and attended The College of William and Mary, where she was elected to Phi Beta Kappa. She earned her MA and PhD degrees at the University of North Carolina.

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Randy MacLean is the founder of WayPoint Analytics, the inventor of Quantum Costing, and the creator of the WayPoint system. His company provides analytical and advisory services to companies that have become profit-leaders in distribution. His WayPoint system costs out the operations of his distribution industry clients in detail, so they have precise knowledge of which sales make or lose money and why. With these insights, the companies identify and focus on the markets, customers, products and processes best for the bottom line.

An expert on profit-driving best practices and with a broad range of analytics-driven solutions to difficult profit challenges, Randy speaks, writes and advises executive teams across North America. His clients routinely post sustainable gains of 100%, 300% and more. Randy has founded more than a dozen companies and two conferences, is a best-selling author, and has been presented numerous corporate and industry awards.

Randy is a skilled shooter, an NRA-certified Instructor, and a reasonably good ballroom dancer. A native of Canada, he's resided in Scottsdale Arizona with his wife and dogs for more than 20 years.

© 2017 Hurlbert Consulting

For more information or to get in touch with Dr. Hurlbert, call 888.590.9677 or email