by Dave | Jul 2, 2018 | Top 10 Customer Turnoffs
“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally. The last of the Top 10 Customer Turnoffs is “Refusing to take responsibility for mistakes.” Has This Happened to You? Do you remember the “NextTel”...
by Dave | May 16, 2018 | Top 10 Customer Turnoffs
It is said that 85% percent of a message is something other than the words you speak. That includes your tone of voice, pace of speaking, eye contact, or body language. All these non-verbal communication factors (or “non-verbals”) can reinforce what you are saying, or...
by Dave | May 2, 2018 | Top 10 Customer Turnoffs
If you are like me, the older I get, the more important it is to have a system to record when I have made a commitment to do something. I recommend entering your tasks or follow up items in a tool such as your Customer Relationship Management (CRM) system. Let the...
by Dave | Apr 24, 2018 | Top 10 Customer Turnoffs
Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens supply every six months. On that day, I was the only person in the office as I walked up to the receptionist. She was busily typing on her computer. She...
by Dave | Apr 11, 2018 | Top 10 Customer Turnoffs
Would not hire an electrician who did not have any eyebrows? Probably not, as that would be a good indication that they did not know what they were doing. A Common Experience Many years ago, my wife and I were in the market for a minivan. I had done my research on...
by Dave | Apr 5, 2018 | Top 10 Customer Turnoffs
Several years ago, my family and I went to dinner at a popular steak house chain. The first thing you see when you enter the restaurant is a hostess stand, where you check in for a table. Surrounding the hostess stand are several benches where you can sit and wait for...
