Keep it real. If you feel grumpy, let it show. Negative Ned Says… “You think I ought to be all excited about this work? To me, it’s just a paycheck. Isn’t it enough that I do my job? I don’t have to act like I like it, do I? I’m not going to jump up and down...
Being positive will suck the life right out of you. Negative Ned Says… “It’s really easy to nip in the bud a positive attitude if I watch the news right after I wake up in the morning. There’s always a world crisis, a murder, bad weather, or a depressing...
Real World Example: It happened the other day. I wasn’t thinking about anything special. I just needed to complete the task of finding a pet sitter for my cat, Peaches. I called the PetSmart Pet Hotel and spoke with a gentleman named Mark. During our...
Customers should sympathize with you–you’re the one who has to work here! Negative Ned Says… “Of course I hate my job! That’s why they call it ‘work!’ Duh! That doesn’t mean I don’t know how to pretend that I like working here. I do that a lot, but I don’t see...
[ This post is the introduction to my book How Organizations Deliver BAD Customer Serivice. In the weeks and months to follow, I will share with you my 30 TIPS and strategies that turn BAD customer service around! ] Can you recall the last time you wanted to throttle...
Cover Story Ric Thompson and Barbara Khozam Click here for complete article: https://www.smallbusinessceomagazine.com/currentissue.asp?showdate=1/1/2012
