Video: When Does ‘Customer Service’ Mean Reaching Into Your Pocket for a Client?

Tom Karnes of LaMacchia Travel joins TMR for MasterAdvisor session 30 this week, talking customer service. 

Karnes discusses how nobody likes to leave money on the table, but there is a price to doing business, and handling customer service issues comes at a multitude of costs; the potential loss of business, the risk of bad reviews, tarnished reputation, potential legal issues, etc.

So when does it make sense to pay a client? Karnes highlights the factors he takes into account when making those decisions and also talks about the strength of brick-and-mortar, dealing with bad Facebook reviews and more. 

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To check out our last MasterAdvisor, on social media with Jill Labarre, click here.