If the customer asks if you can do something for her, the answer is always “yes,” providing the request is related to your business. Sewell provides excellent examples of how he trained his staff to exceed customer expectations.
We can’t afford to stop learning. New knowledge becomes available each year, and if we don’t continue educating ourselves and our staff, we won’t remain competitive.
Most customers are honest and good people. If a customer tells you he has a problem, the chances are 99 out of a 100 he really does. Don’t let the other 1% make you question and mistreat everyone else.
Everything you need to know about handling mistakes you learned as a child: Acknowledge your error, fix it immediately, and say you’re sorry. Odds are, your customers, like your mom and dad, will forgive you.
I would love to send you a copy of this book to add to your library. Just fill out the form on the right side of the page and I will mail you a copy today!
President, PCR Business Systems