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What do Olympic Gymnasts and Customer Service have in Common?
As I watched USA's "Fab Five" (women's gymnastics team) win the gold medal in the team competition, it dawned on me that their journey to success is similar to the success of businesses that provide excellent customer service. Here are the FIVE similarities: 1. Have a...
TIP 17: Treat Everyone Exactly the Same.
You don’t have time to learn everyone’s personality style. Negative Ned Says... “I treat everybody the same. That’s what we’re supposed to do, right? I don’t see why I have to cater to people who don’t speak English, or who don’t understand how our system works, or...
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...
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