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TIP 8: Don’t Introduce Yourself.
Your name is no one else’s business. Negative Ned Says... “What’s the point of introducing myself or wearing a nametag? I’ll probably never see this guy again, and he doesn’t care what my name is. I sure don’t care what his name is. In fact, I should probably turn my...
Tell People Why and They Just Might Comply
Real World Example: The other day, I had a dentist appointment. I was a little nervous since I hadn't had any dental work since I was a child - and that was NOT a pleasant experience. To say I was anxious is an understatement. I was downright petrified. I tried to...
TIP 7: Avoid Eye Contact.
Everyone knows eye contact is a sure sign of flirtation. Negative Ned Says... “In my peripheral vision, I can see that a customer needs my attention — but I’m busy doing my own thing. Besides, I don’t want to get involved in some lengthy conversation with him or spend...
TIP 6: Don’t Smile.
Smiling causes wrinkles—can I collect workers’ comp for this? Negative Ned Says... “You want me to smile? I’ll smile when I win the lottery. You see anything to smile about around here? This is the face I make when nothing is going right and I don’t have any reason to...
American Airlines – mixed service creates mixed reviews
Inconsistent behavior creates disappointed passengers. Real-world story: It all started on March 8th. I was flying out of San Diego to Philadelphia on American Airlines. My original flight was delayed so I was transferred to another flight at another gate. The flight...
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