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TIP 22: Never Say You’re Sorry.
The only thing I’m sorry about is working here. Negative Ned Says... “It’s not my fault the customer is unhappy with the product or service. Why apologize for something I had nothing to do with? Nobody wants to take the blame for something they didn’t do. If a...
Lowe’s: A Thousand Light Bulbs But No Bright Ideas About Great Service
I just didn't want to go there again. My last visit was a horrible experience, but my mother insisted. Perhaps I had a bad attitude before, so the negative experience may have been entirely my fault. You be the judge. Real world story: My mother and I entered Lowe's,...
TIP 21: Raise Your Voice or Shout Back.
After all, the one with the loudest voice wins. Negative Ned Says... “If the customer yells at me, it’s perfectly okay for me to yell back. I have to defend myself. I have feelings too, you know.” Positive Paul Says... “This is a tough one. When someone is yelling at...
TIP 20: Don’t Explain Things to Customers.
Does it say Google on your paycheck? Negative Ned Says... “I don’t want to insult the intelligence of my customers. They are adults. So I talk as little as possible. If they want an explanation, they’ll ask for it or look it up on the Internet. They wouldn’t want to...
Seven Miles for Sushi
My coach, mentor and friend, Dave Sheffield, wrote a great article on customer service. Feel free to leave your comments at the bottom. Thanks, Dave, for letting me share. 7 Miles for Sushi by Dave Sheffield on Thursday, August 16, 2012 at 9:30am · “Never judge a man...
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