doug smith training

How do get your staff to provide the best possible service? It is complicated and yet also simple. Here's a good place to start. Hire people who like people and you won't need to beg them to serve. It's already what they do. -- doug smith

Customers don't want you to assume what they need -- they much rather tell you. Ask, listen, and then respond -- doug smith  

It can make such a great difference. When we want to actually serve our customers -- instead of just harvesting them for money -- our work becomes more enjoyable.  Customers can be annoyingly needy, but the annoying part is up to us and how we listen. Why do customers get excited? They get aggravated when they don't get what they want. Customer get irritated when the service does not meet their expectations. That does not mean that we need to give away the store to make a customer happy. Most of the time it only means that we need to listen. A customer who feels heard is far more likely to also feel satisfied.  When we don't listen enough for a customer to feel heard, they get louder. And louder. And louder. We have to listen to customers anyway -- why not enjoy it?  Why not listen with curiosity and respond with sincerity? It's better service than most customers get, and it has the bonus benefit of making us feel better, too.