Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes”
“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personal...
Top Ten Customer Turnoffs: “Wrong tone of voice or poor body language”
It is said that 85% percent of a message is something other than the words you speak. That includes ...
Top Ten Customer Turnoffs: “Lack of Follow Up”
If you are like me, the older I get, the more important it is to have a system to record when I have...
Top Ten Customer Turnoffs: “Uncaring Worker or Leader”
Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to re...
Top Ten Customer Turnoffs: “Lack of Product or Service Knowledge”
Would not hire an electrician who did not have any eyebrows? Probably not, as that would be a good i...
Top Ten Customer Turnoffs: “Bad-mouthing Others”
Several years ago, my family and I went to dinner at a popular steak house chain. The first thing yo...
Top Ten Customer Turnoffs: “Poor Product or Service Quality”
It is estimated that most organizations spend up to 25% of their collective effort on re-work, or fi...
Top Ten Customer Turnoffs: “That’s Not My Job”
“That’s not my job.” Have you ever made a request of someone only to hear those words? Or, hav...
Top Ten Customer Turnoffs: “Dropping Through the Cracks”
If you have ever watched, or participated in, a relay race, you know that the most critical point of...
Top Ten Customer Turnoffs: “A Long Wait”
We are an impatient society and want everything now. To illustrate this, have you ever put food in...