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…
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.
Soft Skills & 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…
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 -…
Customer Service Perspective
What happens when you are the cause of conflict? During times like these, a little inner perspective is required. The below video shares a brief and profound Customer Service Perspective lesson for service professionals. Seeing the bigger picture of what…