Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens...
Top Ten Customer Turnoffs: “Uncaring Worker or Leader”
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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 indication that...
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 you see when you...
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 fixing things that...
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, have you been told, “we...
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 the race is the...
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 the microwave and...
Active Listening – Focus on More Than the Words Spoken
True listening skills often involve focusing on more than just the words that someone says. When I worked at Walt...
Good Intentions Will Only Get You So Far!
How many of you showed up to work today with the goal of messing up your assignment or upsetting a member or customer?...