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How Patience and Persistence (and a little Profanity) Pay off at Ford Dealer
Real world story: I lost the keys to my rental car. At first I was angry , then I sprang into action. After calling the rental car company and being informed that my car did not have a spares, I was told to either call a locksmith or have the car towed to a dealer to...
TIP 16: Never Say “Please” or “Thank You.”
What, are we at grandma’s dinner table? Negative Ned Says... “Hey, you’re not going to hear me say ‘please’ and ‘thank you’ every time you turn around. I’m already doing you a favor by taking care of your transaction. Anyway, no one bothers with these pleasantries...
TIP 15: Always Over-Promise, and Under-Deliver.
A little lie never hurt anyone. Negative Ned Says... “I want my customers to leave happy — and as soon as possible —, so I tell them what they want to hear. If they want something delivered on a Tuesday, I say, ‘Tuesday’s no problem!’ — even if I know it won’t get...
Proof that “being nice” is good for you
Volunteers know this. People in the healthcare profession know this. Everyone knows this... the simple fact that when you are nice to someone, you feel good. Sound selfish? Who cares. It's true. Real-world proof: Of course I can't remember the exact study, but I read...
TIP 14: Give Your Customers What They Ask For, But Nothing More.
It’s not your job to remind them that batteries are not included. Negative Ned Says... “I don’t understand why some employees bend over backwards to sell the customer stuff they never even asked about. If a guy came in wanting a new TV, he’d say so, right? Why spend...
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