Listening skills in 60 Seconds
This new "Listening Skills in 60 Seconds" video is concise and comprehensive. Applying these vital relationship skills will make you a better listener.
When Customers Decline
When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
First Impressions Matter!
Who do first impressions matter? Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary,…
Rework Sucks!
Why is REWORK so wasteful? There’s an old customer service expression about note taking and capturing details. It’s one for the ages because it’s simplicity is so profound. What’s the quote? Simply this: The person with the best notes always…
Words & Weapons of Teamwork
The words & weapons of teamwork are more pervasive than we might think. Sometimes the most important customers we serve are our coworkers – these are internal customers. The way employees treat each other is all part of a company’s…
Dreaded Morning Customers
This new video about Dreaded Morning Customers is concise and informative. What happens in the morning can often set the pace for the remainder of the day. Watch the video and learn.
Convenient Listeners
Do you know any convenient listeners? The person who speaks can minimize convenient listening in others by being more concise and saying less. Conveying too much information causes a convenient listener to only hear what they like. Say less, not…
The “Dear Mom” Strategy
The below video was captured during a recent trek. The weirdest thoughts and ideas pop into my head while I'm driving. Does this happen to you? This video features the "Dear Mom" strategy.
Customer Service Excellence
SHARPEN YOUR SERVICE SKILLS. These customer service videos are loaded with insightful strategies. Watch them again and again.
Another Fun Year
Last week's trek ended this year's travel. Every mile was driven - not one airline flight. Today's "high-tech" world can impede the more personal "high-touch" style of time invested with special folks. Thankfully, my travel method simplifies personal relationships. Meeting…