"Truth builds trust."
"Moods can be contagious. Don't catch or spread a bad mood."
"When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely."
"Notice the difference between being in control and needing control."
"When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change."
"People who work in an environment where doing their best is recognized have a better chance of feeling good about their work."
"When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer."
"For every dilemma, find at least three or four possible solutions. The creative process leads to better results."
"Optimists move through life with a happy exterior. What happens on the inside shows up on the outside."
"Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time."
"Look for the positive qualities in your client's negative behavior."
"Get in touch with your passion and put it to work at work."
"Customers are human and humans can view situations in unexpected ways."
"Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away."
"Your customers are responsible for your company’s reason for existing."
"After each customer interaction, notice if you gave them a “happy to see you” kind of experience."
"How you think about your customers influences how you respond to them."
"If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else."
"Cater to your customers’ lifestyles. It will create instant rapport and a lasting sense of “I belong here."
"Feelings have more to do with the story you tell yourself than the facts."