We had the good fortune of connecting with Charlotte Purvis and we’ve shared our conversation below.

Hi Charlotte, let’s start by talking about what inspires you?

What inspires me in my role as a Customer Service consultant is knowing I am making a difference in the lives of others. This quote from my book, The Customer Communication Formula, tells you more about my inspiration and motivation:

When we think of Customer Service, we often think of procedures, process, protocol. Customer Service is so much more. As Customer Service Professionals, organizational leaders, and consultants, we have an opportunity to influence organizations, to change lives, to be a blessing, and to make the world a better place. Just as I learned in my beloved (hometown) Tuscaloosa, Alabama.

What should our readers know about your business?
I provide training, coaching, and consultations in the area of Customer Service — for Customer Service Professionals and Leaders. I developed a formula for Customer Service and tested it out with hundreds of Customer Service Professionals. Then I wrote a book, The Customer Communication Formula, so I could share the formula more broadly. What’s unique about my business is that nearly 100% of my engagements have come through referrals and client repeat business. I like to say I “practice what I teach.” The principles I share with my clients are the same principles I use in my business. I am intentional about developing and maintaining positive relationships with clients. I listen carefully, I enjoy surprising them, and I make sure they know I value their business. Clients continue to make referrals, including to their family members and friends. One client has referred four new clients — his son and daughter, the son of a colleague, and his sister. Here’s something else I enjoy sharing: I’m still receiving referrals that I can trace back to a client engagement 25 years ago. Yes, one very successful client engagement can open many doors — for years to come.

Let’s say your best friend was visiting the area and you wanted to show them the best time ever. Where would you take them? Give us a little itinerary – say it was a week long trip, where would you eat, drink, visit, hang out, etc.
This is easy. My friends would want to know more about my life in the RTP area and we would want to have lots of time to talk. This calls for visits to Raleigh, Durham, and Chapel Hill. We’d start with a walk in the park outside the North Carolina Museum of Art in Raleigh. Walking outdoors, enjoying the art, taking in the beautiful scenery — that combination is a winner every time. I’d definitely want to go to the Farmer’s Market just to hang out, visit Patricia Anders at Anders Natural Soap Company just to say hello and to get more of their products that I’ve been using for years. We would go to Durham to have a meal at Pure Soul — a top-rated vegan restaurant where everything is plant-based. We would wander over to North Carolina Central University where I once served as a School of Business adjunct faculty member. I’d want to take my friend to Chapel Hill too. It was a fellowship at the University of North Carolina at Chapel Hill that brought me to the Research Triangle Park area, so we’d go there and check out the campus. If my friend is here on a Sunday, we would worship at my church, Union Baptist Church in Durham (services in person and virtually). Before my friend leaves, we would probably go back to the North Carolina Museum of Art for another long walk and a long talk.

Who else deserves some credit and recognition?
I dedicate my Shoutout to my beloved hometown, Tuscaloosa, Alabama. Growing up there provided me with a foundation built on faith, hope, respect, compassion, and humility. My customer service programs reflect many of the lessons learned in Tuscaloosa about courtesy and respect. I was invited to speak there in July 2023 and had the opportunity to say, “Thank you, Tuscaloosa.” This Shoutout provides another opportunity to spotlight my hometown. I continue to be grateful for my beloved Tuscaloosa.

Website: www.CharlottePurvis.com

Linkedin: www.linkedin.com/in/speakercpurvis

Image Credits
Michael & Carolyn Kerr
Canva

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