Strategies for Handling Irate Customers
Your 4 videos are below. These brief videos are loaded with insightful strategies. Watch them again and again.
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.
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.
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…
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…
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…
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,…
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…
HVAC Van Parking – Customer Experience
Does the parking location of an HVAC Technician's van or truck impact a customer experience? You betcha! And this goes way beyond what we say and how we look. The below video says more in two minutes than I can…
Customer Experience – Where to Park the Van?
Positive soft skill behaviors help to create a positive customer experience. And this goes way beyond what we say and how we look. The below video says more in two minutes than I can write in a few paragraphs -…