Blog
Barbara’s Blog
Follow
Subscribe
TIP 23: Put the Blame on Your Company’s “Policies & Procedures.”
Rules are rules. Negative Ned Says... “I didn’t make the rules; I just work here. There’s nothing I can do. That’s the company’s policy. If I made an exception for you, it wouldn’t be fair to everyone else. I think it’s a stupid rule, too, but there’s nothing I can do...
Step up, Step in, and Lend a Helping Hand
All people are inherently nice-and now I have proof! My mother's health has been declining for the past seven or so years. She's at the point now where she must use a motorized wheelchair to get around. My mother is extremely independent and has mastered the art of...
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...
Let’s Talk About Your Event
