doug smith training

What is your most powerful gift? What is that thing that you rely on the most, that people find most compelling about you, that sets you apart from others? Everyone is a customer for your most important gift. Are you giving it freely? -- doug smith  

Do you team members see you interact with customers? Do you see them? Your team's treatment of customers is a reflection of your treatment of your team.   Treat your team well, and your customers will benefit. -- doug smith

Did your most recent rude customer ruin your day? It doesn't have to be that way. Customers these days ARE tougher than ever. Their highly emotional outbursts can impact any attempts to provide good service. As a result, poorly behaved customers often get WORSE service than they would have otherwise. When I managed a customer service shop I often told my team members, "you may have to tolerate occasional rudeness sparked by emotions, but you  NEVER have to tolerate abuse." End the conversation, politely, and decisively. Suggest a better time to talk, when things have calmed down. Service does not require surrender. We're people, too. -- doug smith  

The first cause you find to a problem is probably not the last cause or even the main cause. Keep digging. -- doug smith  

Doesn't manipulation feel icky? If your inner radar works at all it goes all tingling in full tilt alarm when someone tries to force you into doing something, or tries to trick you into an action you don't want. Walk away from those who seek to win over you, and walk toward those who seek to win you over. -- doug smith 

All things being equal, things are never equal. -- doug smith