"That brand of garage door opener is garbage." This was a helpful observation from Terry, the service tech who came to replace my broken garage door spring - not the opener. The opener itself was operating just fine, and had been since I installed it myself some 10 years prior. Terry elaborated on the flaws of my opener. Again, this had nothing to do with the spring he was hired to replace. I interpreted his comments as, "Mr. Customer, you are an idiot for buying that junk." As you can imagine, his observations were not endearing. How about you and your team members? If for example, a customer has ever done business with your competitor, and you point out that competitor's flaws, chances are even though you may be right, you may also be advertently insulting your customer. It seems being an expert also involves knowing what not to share.
Today's chuckle
Truth is the most valuable thing we have. Let us economize it. - Mark Twain
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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