This week, I thought I’d share a short video with you on the power of positive phrasing. It’s based on a segment in my “Customer Service Survival Skills” workshop where I always say, “Don’t tell people what you CAN’T do for them, just tell them what you CAN. Don’t tell customers they CAN’T do, offer […]
Many people don’t realize that a simple, “seemingly” innocent comment, when said to an angry customer can turn a concern or complaint into a full-blown argument. When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a customer service fire […]
Some people mistakenly believe that if customers aren’t complaining, they must be happy. What they don’t realize is most unhappy customers never communicate their concerns or tell you why they’re unhappy, they simply “vote with their feet” and never come back. Customers often don’t have the time, energy, or heart to tell you that you’re no longer meeting […]
Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value customer service above all else. Before the internet, poor customer service stories spread one-to-one, meaning one person had a bad experience and shared it with others one at a time. However, in the […]
The high cost of poor listening isn’t evident when you visit Tenerife Island, the largest and most populous island in the Canary Island chain. More than five million tourists visit the island each year, enjoying its distinctly beautiful beaches, mountains, and many cultural festivals. However, these tourists probably don’t realize that Tenerife holds a more deadly distinction. […]
This week’s blog post is a guest post from Alana Hill. Alana is a passionate speaker, author, and consultant at 2Hill Consulting Services. As a Change Leadership expert, she inspires teams to move past their roadblocks by applying her proven combination of critical thinking and compassionate leadership. Her experience as an engineer and certified Project Management […]
This week, I’m combining my regular “Monday Motivation for Performance Communicators,” with my blog because with Thanksgiving just a few days away, we’re officially starting the holiday season- including the stress of family gatherings. Family holiday gatherings should be a time to reconnect, enjoy great food and drinks, and most of all, to celebrate the “reason for the […]
Back East where I’m from, it’s a fall tradition for many families to take an afternoon trip to a local farm to pick out Halloween pumpkins. However, the trip is about more than just buying a pumpkin- you can do that at the grocery store. There is apple cider, fresh cider donuts, and then the […]
There are a lot of things we know we SHOULD do- exercise more, be kinder to people, eat healthier, get a jump start on that project. However, the word SHOULD itself stops us from moving forward. It allows us to put off whatever we say after it. When you say: “I should get started on […]
Many of us walk through life thinking other people push our buttons. That guy who cuts us off on the freeway makes us mad. The woman who lets her dog poop in our front yard annoys us. The child who says he did his homework, but we find out later that he didn’t, disappoints us. We spend […]
