Engage, Retain and Grow Customers & Employees


Customers are the reason for businesses to exist.

We would all agree that the health and well-being of every business depends on its ability to find, win, keep and grow customers.

Businesses need engaged, productive, customer-focused employees to deliver consistent service and a great customer experience.

The Dunvegan Group captures the voices of your customers and your employees.

Customers and employees trust us to listen without judgment, probe for complete understanding and provide your company with feedback that serves all parties.

We show you how to retain your customers and your employees; we uncover opportunities for growth, opportunities for improvement, and opportunities to create competitor-resistant relationships that bind your customers and your employees to your business.

We are here to serve you! Let's start a conversation today.


What is Unique about The Dunvegan Business Retention System™

  1. No risk simulation of Business Retention System™ for leadership decision making.

  2. Developed for B2B Relationships: complex, consultative, high value.

  3. Includes Customized Metric for your business and industry.

  4. Embeds The Platinum Rule® in your organization.



The Platinum Rule®

The foundation of all successful relationships is, "Treating other people the way they want to be treated" ~ this is The Platinum Rule®!

The Dunvegan Platinum Processes are all built on this foundation ...  creating stronger bonds with your customers, employees, colleagues, and co-workers by treating them the way they want to be treated. Whether you are in sales, customer service, administration, emergency response, marketing or finance, the Platinum Rule® approach will serve you well.

Instead of using the "this is how we do it" method of dealing with others, you will find that conversations founded on The Platinum Rule®, adapted to the preferences of others, are more congenial and productive.

Let us show you and your employees how to apply The Platinum Rule® to build platinum relationships - strong, valuable, competitor-resistant and sustainable relationships that ensure business retention and increase growth.


Customer Care & Retention™ Programs

We have a program tailored to your budget and organizational readiness. Each program begins with a Preparation Phase where we introduce The Platinum Rule™ to the leadership team and key customer facing personnel.

The Platinum Rule® encourages your employee community to develop their Emotional Intelligence (EQ), to be empathetic, and build on the strengths of one another. Overall, communication between employees and with customers are more effective when employees understand themselves and each other better, have new language to use and humor to diffuse friction.

The Platinum Rule® sets the stage for accepting customer feedback openly and responding in a manner tailored for the specific individual customer contact. We find that organizations which have embedded The Platinum Rule® in their culture achieve higher rates of both employee and customer retention.

Employees are also trained to utilize The Dunvegan Group's Customer Care & Retention™ Tools and Techniques so they can follow-up and follow through with customers effectively.

Once the Preparation Phase is completed, there are three options for your Customer Care & Retention™ (CCR™) Program:


  2. CCR PLUS™


Learn more about our Customer Care & Retention™ Solutions here.


Employee Care & Retention™ Program

The Employee Care & Retention™ (ECR™) Program is based on the same foundation as our Customer Care & Retention™ Programs: The Platinum Rule®.

Some organizations choose to stabilize and enhance their culture by embedding the philosophy of "Treating other people the way they would like to be treated", through the Employee Care & Retention™ Program before undertaking a CCR™ Program.

Employees complete an anonymous on-line questionnaire, during their work time; this ensures that virtually all employees will participate (some will be away on holidays or sick during the time questionnaires are to be completed).

Learn more about our Employee Retention Solution here.